Avaya’s AI Strategy Warning: CX Vendors Are Splitting Fast
Zeus Kerravala of ZK Research joins CX Today to discuss which CX vendors are leading on AI, where Avaya stands, and what buyers should watch next.
Rhys Fisher · 31 Aug 2026
From Reactive to Agentic: What an AI Native Contact Centre Actually Looks Like
In this CX Today interview, Rob Wilkinson speaks with Jonathan Barouch, GM of Contact Center at Zendesk , about what “AI-native” and “agentic” actually mean ...
Rob Wilkinson · 29 Jun 2026
Datamark’s Playbook for Real-Time CX Changes
Ali Karim, VP of Solutions at Datamark, explains how to shift from static journey maps to dynamic customer journeys, plus AI adoption tips and CX metrics that matter.Copy messageFork chatDelete messageRegenerate responseEdit as PageGood response
Rob Wilkinson · 26 Jun 2026
CCW 2026: Is AI Making Customer Experience Better - or Just Cheaper?
Rob Scott, Publisher at CX Today , sits down with Jeremie Abou, Sales Lead at Diabolocom , on the floor of CCW Las Vegas to ask the question the industry kee...
Rob Scott · 25 Jun 2026
Contact Center AI Is Only as Good as the Data Behind It – So Why Are We Ignoring the Data?
Rhys Fisher, Associate Editor at CX Today , sits down with Dave Rennyson, CEO of SuccessKPI , to tackle one of the most pressing yet underexplored challeng...
Rhys Fisher · 25 Jun 2026
Five9 Explains How Human-in-the-Loop AI Drives Better CX Outcomes
In this CX Today interview, Nicole Willing speaks with Jonathan Rosenberg, Chief Technology Officer at Five9 , about the role of human-in-the-loop design in ...
Nicole Willing · 24 Jun 2026
The AI Shutdown No One Saw Coming and What Enterprises Must Do Before the Next One
How the Mythos model ban is forcing enterprises to rethink AI resilience, vulnerability management, and autonomous security remediation.
Francesca Roche · 23 Jun 2026
Salesforce's $3.6B Fin Grab: Smart Power Move or Integration Gamble?
Simon Leyland and Zeus Kerravala on why the Salesforce-Fin deal reshapes the entire AI customer experience market.
Rhys Fisher · 22 Jun 2026
How AI Voice Ordering Is Freeing Restaurant Staff to Actually Do Hospitality
What does the future of restaurant service look like when the technology becomes invisible? Speaking with Andy Grindstaff, Director of Enterprise Restaurant ...
Francesca Roche · 18 Jun 2026
Aithos Finds Every Major AI Model Fails EU Legal Checks: Why CX Teams May Own the Next Fine
Nadia Kadhim of Aithos explains why leading AI models are failing compliance checks and what CX leaders must do before deploying agents.
Nicole Willing · 11 Jun 2026
Salesforce Agentforce Heats Up the Consolidation Fight, UJET Says It Could Backfire
UJET's Baker Johnson argues that Salesforce's Agentforce contact center push risks deepening vendor lock-in rather than solving it.
Rob Wilkinson · 11 Jun 2026
Legacy CRM Wasn’t Built for AI: The Case for a New Stack
Jason Eubanks, Co-Founder and CEO of Aurasell, on why legacy CRM systems may struggle with agentic AI and what CX leaders should ask vendors.
Nicole Willing · 5 Jun 2026
Kore.ai’s Raj Koneru Reveals the Multi-Agent CX Shift Leaders Can’t Ignore
Raj Koneru, Founder and CEO at Kore.ai, explains why multi-agent AI is the next phase of CX, and what leaders need for governance, observability, and real ROI.
Rob Wilkinson · 4 Jun 2026
Your Board Wants ROI in Six Months - Your Contact Center Needs Eighteen
Is your board expecting AI ROI in six months while your contact centre needs eighteen? You're not alone — and that gap is producing some genuinely bad decisi...
Rob Scott · 3 Jun 2026
Cisco: The AI Chatbot Era Is Dead – Here's What Comes Next
At Cisco Live 2026, Cisco pulled back the curtain on a suite of AI-native tools designed to help organizations orchestrate, secure, and manage a blended work...
Rhys Fisher · 2 Jun 2026
Two Lanes, One Outcome: Designing Dual Paths for Humans and AI
In this CX Today interview, Carrie Brough, Director of Strategy and Ops for TTEC Digital EMEA, argues that a single CX model is fast becoming a liability. Br...
Nicole Willing · 28 May 2026
Keep Your Contact Center AI Stack Flexible Without Vendor Lock In
In this CX Today interview, Nicole Willing speaks with Rhys Harris, AI Product Director at Content Guru , about what AI lock in actually looks like in practi...
Nicole Willing · 26 May 2026
Supporting Human CX Agents In An AI Era
Danny Wareham, Founder and Lead Psychologist at Firgun, joins CX Today to discuss how contact center leaders can support agents through AI change, avoid costly adoption failures, and unlock hidden value in their CX data.
Rob Wilkinson · 25 May 2026
Why Non-Linear CX Needs Emotionally Aware AI
Alorica’s co-CEOs explain how emotionally aware AI and real-time data are reshaping dynamic, non-linear customer journeys.
Nicole Willing · 22 May 2026
AI Handoffs Are Breaking Trust, Concentrix Warns
Craig Cotton, VP at Concentrix, explains why broken AI-to-human handoffs risk customer trust and how CX teams can improve handoff quality.
Nicole Willing · 20 May 2026
CX Leaders Can’t Ignore This Agentic AI Lesson From the Pocket OS Outage
Alex Gallego, CEO of Redpanda Data, explains what the Pocket OS outage reveals about agentic AI governance and risks in CX workflows.
Nicole Willing · 15 May 2026
Not Building Trust Before AI Agents Is a Mistake
Rob Wilkinson sits down with Amazon Connect Customer leaders, Tony Shen and Jeremy Puent, to unpack what slows real deployments down, where things go wrong...
Rob Wilkinson · 13 May 2026
AI Is Breaking Contact Center Security—Are You Ready?
In this CX Today roundtable, security experts explain how AI scales fraud and why risk-based contact center security matters.
Nicole Willing · 12 May 2026
Is Agentforce Contact Center the Fix for CX Fragmentation, or a New Risk Layer?
Zeus Kerravala and Dave Michels debate whether Salesforce's Agentforce Contact Center is a genuine step forward for CX or a new layer of risk.
Rob Wilkinson · 8 May 2026
Build or Buy AI Agents? CX Leaders Face a Call, Says 8x8
Dhwani Soni, Global VP at 8x8, breaks down why enterprises are choosing custom-built AI agents over off-the-shelf bots in CX.
Nicole Willing · 4 May 2026
Why Retail Leaders Are Ditching Scripted Chatbots for Agentic AI
Agentic AI is pushing retail customer experience beyond the limits of scripted chatbots, and Gilbert Gooijers, Managing Director and Chief Operating Officer ...
Nicole Willing · 1 May 2026
Hot Takes or Hard Truths? The 2026 AI & CX Reality Check with Transcom
Everywhere you turn, the conversation about AI and customer experience sounds the same. AI will replace the contact center. Customers don't want to talk to h...
Nicole Willing · 30 Apr 2026
How to Benchmark Readiness Before You Scale GenAI
Technology Journalist , Francesca Roche , sits down with Hideki Hashimura, CRM and CX Strategist at redk . With MIT research showing 95% of enterprise Ge...
Francesca Roche · 22 Apr 2026
From Cost Center to Value Creator: The CFO-Ready Playbook
In this CX Today interview, Rob Wilkinson sits down with Matt Clare, VP Product Marketing at UJET , to unpack how CX leaders can translate customer conversat...
Rob Wilkinson · 20 Apr 2026
The AI Fix for Vanishing Customer Journeys
Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications , to explore why customer journeys break down...
Christopher Carey · 15 Apr 2026
The Future of Community Platforms: AI, Automation & the Next Evolution
Community platforms have come a long way from siloed, one-off research tools – and the next evolution may be closer than you think.
Francesca Roche · 15 Apr 2026
The 2026 Compliance Survival Guide: Demystifying the EU AI Act
Rob Wilkinson is joined by Steve Blood, VP of Market Intelligence at Five9 , and Martyn Redstone , a consultant specialising in AI regulation. Together, they...
Rob Wilkinson · 14 Apr 2026
How is AI Reshaping CRM & Customer Data Stacks, & How Can Leaders Prove Investments Deliver Value?
In this roundtable, a panel of CX leaders from ServiceNow, Zendesk, Zoho, Freshworks, and Arion Research join CX Today's Nicole Willing.
Nicole Willing · 14 Apr 2026
CX Metrics In The Age Of AI: Stop Optimising For Speed
Contact centre metrics are evolving as AI reshapes CX. Experts explain why AHT is declining and what KPIs leaders should prioritise instead.
Rob Wilkinson · 10 Apr 2026
How Cloud Voice AI Is Reviving the Contact Center in 2026
Explore how voice AI and CCaaS platforms are transforming contact centers through automation and scalable voice infrastructure.
Nicole Willing · 7 Apr 2026
AI Agents, Customer Data & the Law: What CX Leaders Need to Know
View on YouTube . In this interview, Nicole Willing speaks with Kristina Holt, Managing Associate at Foot Anstey , about the legal and privacy implications o...
Nicole Willing · 7 Apr 2026
The Agentic AI Era Has Arrived! AI Agents and Their Role in CX
The agentic AI era has arrived, and customer experience is leading the charge. But what does that actually mean for enterprises trying to plan, prioritise,...
Nicole Willing · 2 Apr 2026
How AI Agents Will Reshape Customer Engagement on Social Platforms
View on YouTube . Ravi Surampudi, Senior Manager, GTM at Workday , believes the next big shift in social platforms won’t simply be about more automation — it...
Francesca Roche · 1 Apr 2026
Inside Agentforce Contact Center: The New "AI Plus Human" Workforce
Salesforce SVP Gautam Vasudev explains why cost pressure is pushing adoption, but why cost-only thinking can backfire fast.
Rob Wilkinson · 26 Mar 2026
Cutting Through the AI Hype: Here's How to Actually Measure What Matters
Rhys Fisher, Associate Editor at CX Today , sits down with Rémi Guinier, Head of AI Product at Diabolocom , to tackle one of the most pressing challenges i...
Rhys Fisher · 26 Mar 2026
As AI Agents Enter Customer Journeys, Enterprises Must Rethink Fraud and Identity
Mary Ann Miller of Prove explains how AI agents are reshaping fraud and digital trust as enterprises rethink security in customer journeys.
Nicole Willing · 24 Mar 2026
The Trust Gap Killing AI Rollouts in CX, And How Leaders Fix It
In this episode of CX Today, host Rob Wilkinson is joined by Kathryn Simons Porter, Founder of Flourish Business Consulting , to unpack the “AI and trust par...
Rob Wilkinson · 23 Mar 2026
AI Hype vs Customer Reality: The State of CX in 2026
Shep Hyken explains why product quality, convenience, and human support still matter in customer service in 2026.
Rob Wilkinson · 16 Mar 2026
Enterprise Connect 2026 Reflections: From Hype to Hard Questions
10 CX industry leaders. One show floor. Zero filter. We asked the hard AI questions at EC 2026 so you don't have to. Watch the full series now.
Rob Scott · 13 Mar 2026
60-70% of Your Contact Center Calls Could Already Be Handled by AI. So Why Aren't They?
Cloud Interact CEO Simon Leyland on AWS's MDF push, why legacy contact center vendors should be worried, and the data behind that 60–70%.
Rhys Fisher · 12 Mar 2026
Stop Chasing AI Hype and Start Delivering Real Outcomes
Rhys Fisher, Associate Editor at CX Today , sits down with Kevin McGachy, Head of Solutions at Sabio , to cut through the AI noise that's plaguing contact ...
Rhys Fisher · 10 Mar 2026
Build vs Buy: Why DIY AI Is A Bigger Risk To Customer Trust Than You Think
Building your own AI sounds like the smart, cost-effective move. But according to Jimmy Hosang, the reality is far messier.
Rob Wilkinson · 10 Mar 2026
Why “Bolt-On AI” Is Killing CX ROI
AI may be everywhere in customer experience, but according to Bloomreach CEO and Co-Founder Raj De Datta, much of it still falls short.
Rhys Fisher · 6 Mar 2026
The Future of Marketing: How Brands Can Build Trust in an AI-Driven World
Francesca Roche joins Robin Emiliani of Catalyst Marketing, to discuss AI trust and the findings of OptiMove’s 2026 Marketing Fatigue Report.
Francesca Roche · 4 Mar 2026
The Strategic CX Question Most Brands Cannot Answer
Want to dive into strategic CX? Colin Shaw, Founder & CEO of Beyond Philosophy explains how to unlock digital transformation in CX.
Rob Wilkinson · 2 Mar 2026
Who is Liable When AI Agents Go Rogue?
Agentic AI is shifting from content generation to real-world execution - bringing new security, liability, and governance risks.
Nicole Willing · 26 Feb 2026
What Moltbook Reveals About the Hidden Security Risks of Autonomous AI Agents
Sarrafi argues that enterprises must stop trusting the LLM to police itself. Instead, he advocates for treating agents as "digital employees".
Nicole Willing · 24 Feb 2026
Human In The Loop Is Becoming CX’s New Skills Crisis
Human in the loop is quickly moving from an AI buzzword to a real operating requirement for customer experience teams. In this episode of Human in the Loop, ...
Rob Wilkinson · 23 Feb 2026
Pindrop Takes on AI Voice Deepfakes: Why Your Contact Center Is Already Under Attack
Pindrop’s integration with NICE CXone aims to detect synthetic voice attacks in real time - without adding customer friction.
Rhys Fisher · 18 Feb 2026
The Future of Retail Work: Inside Traxlo’s AI-Driven Task Model
In this interview with Paul Vezelis, Co-Founder and CEO of Traxlo, we explore how the platform is reshaping retail operations.
Francesca Roche · 17 Feb 2026
AI Hype Is Over – Now Contact Centers Need Results
In this CX Today interview, Associate Editor, Rhys Fisher, speaks with Sundeep Boughan, Director of Sales Engineering at Puzzel , to unpack findings from the...
Rhys Fisher · 12 Feb 2026
Modernizing the Contact Center with AI: Rebecca Wettemann on Rethinking Metrics, Handoffs, and Agent Experience
Valoir Principal Rebecca Wettemann explains why legacy contact center metrics like AHT and FCR no longer work.
Rob Wilkinson · 10 Feb 2026
Are AI Layoffs Breaking Customer Experience?
As companies rush to deploy AI in customer service, many are ignoring broken CX processes, leading to their failure.
Rhys Fisher · 9 Feb 2026
Third-party AI risk: the vendor questions CX must ask (before procurement signs)
Find out why leaders are rushing into AI under pressure from boards, competitors, and vendors, often without truly understanding how it works or putting the ...
Rob Wilkinson · 3 Feb 2026
The Hidden Cost of Doing Nothing: What Legacy Systems Really Cost CX Leaders
Steve Blood, VP of Market Intelligence at Five9 , exposes the hidden dangers lurking within legacy contact center systems. While many CX leaders view moderni...
Rob Wilkinson · 29 Jan 2026