Big CX News from Salesforce, Anthropic, Five9 & WordPress
Salesforce acquires Fin, Anthropic faces a government shutdown, and consumers push back against AI-branded products in this week's round-up.
Francesca Roche · 19 Jun 2026
Big CX News from ServiceNow, Zoom, Cisco & IKEA
From a rumored record-breaking ServiceNow acquisition to fresh security enhancements from Cisco, here are extracts from some of this week’s most popular news...
Rhys Fisher · 19 Dec 2025Big CX News from Salesforce, AWS, Coupang & IBM
From Salesforce’s Agentforce expansion to Zendesk's collaboration with AWS to accelerate contact center adoption of AI, here are extracts from some of this w...
Nicole Willing · 12 Dec 2025
UJET Acquires Spiral: Rewriting the CX AI Rulebook
UJET isn’t just buying tech — it’s buying a new blueprint for customer care. In this must-watch interview, Baker Johnson CBO at UJET explains how Spiral’s AI...
Rob Scott · 4 Dec 2025
Big CX News from Salesforce, Cloudflare, Five9 & UJET
From the completion of Salesforce's Informatica acquisition to the impact of the Cloudflare outage, here are extracts from some of this week’s most popular n...
Rhys Fisher · 21 Nov 2025Big CX News from Amazon, Zoom, Gartner & Zendesk
Catch up on this week’s top customer experience news, including Amazon’s legal battle, Zoom’s small business acquisition, Gartner’s CEC 2025 report, and Zendesk phishing alerts.
Rhys Fisher · 7 Nov 2025Big CX News from AWS, ServiceNow, Forrester & Zoho
From Microsoft's Azure outage to Forrester's CX predictions for 2026, here are extracts from some of this week’s most popular news stories. Microsoft Azure O...
Rhys Fisher · 31 Oct 2025The Latest BIG News from Salesforce, Zoom, Oracle, Snapchat & Microsoft
From the top announcements at this year's Dreamforce event to a 15,000-seat CCaaS megadeal between Zoom and Oracle, here are extracts from some of this week’...
Rhys Fisher · 17 Oct 2025
The Latest on ServiceNow AI Experience, Qualtrics' $6.75MN PG Forsta Acquisition, & More
This month’s lineup includes: Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wettemann...
Charlie Mitchell · 15 Oct 2025The Latest BIG News from Salesforce, Zendesk, SAP & Qualtrics
From Salesforce's major ITSM push to Zendesk's slew of fresh AI features, here are extracts from some of this week’s most popular news stories. Salesforce Ma...
Rhys Fisher · 10 Oct 2025
The Latest BIG News from Cisco, Salesforce & Accenture
From AI contact centers at WebexOne 2025 to who is most likely take the head of the table in CX, here are extracts from some of this week’s most popular news...
Francesca Roche · 3 Oct 2025The Latest BIG News from ISG, Thoma Bravo, Talkdesk, & Verint
From key insights in this year's ISG Contact Center Buyers Guide to new specialized bots at Verint, here are extracts from some of this week’s most popular n...
Francesca Roche · 26 Sept 2025The Latest BIG News from Zoom, Genesys, ServiceNow, and Zendesk
From more big event coverage to the sunsetting of a widely-deployed CRM solution, here are extracts from some of this week’s most popular news stories. Zoomt...
Charlie Mitchell · 19 Sept 2025The Latest BIG News from Salesforce, Genesys, ServiceNow, & RingCentral
From prominent customer experience providers entering new markets to more agentic AI advancements, here are extracts from some of this week’s most popular ne...
Charlie Mitchell · 12 Sept 2025Big CX News from Salesforce, ServiceNow, HubSpot & Microsoft
From Salesforce's entry into the ITSM market to ServiceNow's center automation strategy, here are extracts from some of this week’s most popular news stories...
Rhys Fisher · 5 Sept 2025Big CX News from Verint, Accenture, Google & Avaya
From a $2BN Verint takeover to Avaya's company-wide voluntary exit packages, here are extracts from some of this week’s most popular news stories. Verint Con...
Rhys Fisher · 29 Aug 2025Big CX News from Microsoft, Salesforce, Lenovo & Zoom
From Microsoft's new-look AI agent to a Lenovo customer service AI chatbot weakness, here are extracts from some of this week’s most popular news stories. Mi...
Rhys Fisher · 22 Aug 2025Big CX News from Microsoft, Salesforce, Cisco & NiCE
From another Salesforce acquisition to a pair of Cisco 'megadeals', here are extracts from some of this week’s most popular news stories. Microsoft to Scrap ...
Rhys Fisher · 15 Aug 2025Big CX News from Salesforce, AWS, Pegasystems, RingCentral & NiCE
From a fresh Salesforce acquisition to a lightweight version of Amazon Connect for SMBs, here are extracts from some of this week’s most popular news stories...
Rhys Fisher · 8 Aug 2025
The Latest on Salesforce & ServiceNow's $1.5BN Genesys Investment, NiCE-Cognigy, Five9's Departures
Watch on YouTube. CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space. Five prominent CX analysts jo...
Charlie Mitchell · 7 Aug 2025Big CX News from NiCE, OpenAI, Five9, & Microsoft
From a NiCE $955MN acquisition to an eyebrow-raising AI prediction from OpenAI's Sam Altman, here are extracts from some of this week’s most popular news sto...
Rhys Fisher · 1 Aug 2025Big CX News from SAP, ServiceNow, OpenAI & Zoom
From one tech giant proposing a hiring spree to another sending out a warning to the entire CRM industry, here are extracts from some of this week’s most pop...
Rhys Fisher · 25 Jul 2025
Big CX News from Zendesk, AWS, Microsoft, & Zoho
From one major CX player completing an acquisition to another making moves to improve contact center reliability, here are extracts from some of this week’s ...
Charlie Mitchell · 18 Jul 2025
Big CX News - The Latest on Agentforce 3, New AI Studios from NiCE & Genesys
Watch on YouTube. CX Today's Charlie Mitchell introduces the latest trending news from across the customer experience space. He's joined by four prominent CX...
Charlie Mitchell · 15 Jul 2025Big CX News from Zoom, OpenAI, Salesforce, and Sanas
From a big new addition to a prominent AI assistant to a controversial possible update to ChatGPT, here are extracts from some of this week’s most popular ne...
Charlie Mitchell · 11 Jul 2025Big CX News from Cisco, Microsoft, Salesforce, & Verint
From a tech giant reaffirming its support for on-premise tech to a hotly debated rebrand, here are extracts from some of this week’s most popular news storie...
Charlie Mitchell · 4 Jul 2025Big CX News from Salesforce, Genesys, OpenAI, & Mitel
AI agents continued to dominate the headlines this week, with Salesforce, Genesys, and OpenAI all announcing agentic AI releases. Elsewhere, Mitel confirmed ...
Rhys Fisher · 27 Jun 2025Big CX News from NiCE, Genesys, Salesforce, & Gartner
In the last seven days, the CX space has seen a major agentic AI announcement from NiCE, a significant CCaaS milestone from Genesys, more controversy at Sale...
Rhys Fisher · 20 Jun 2025Big CX News from Salesforce, Zoom, Talkdesk & Five9
The latest and greatest customer service and experience news from the last seven days has all been about CCW 2025. With announcements from Salesforce, Zoom, ...
Rhys Fisher · 13 Jun 2025Big CX News from Salesforce, HubSpot, Adobe, & Everise
This week the CX space has seen exciting integrations from Salesforce and HubSpot, a fresh AI agent release for Adobe, and Everise implementing Krisp's accen...
Rhys Fisher · 6 Jun 2025Big CX News from Salesforce, NVIDIA, ServiceNow, Cisco & Microsoft
It's been another busy week in the wonderful world of customer experience, with a major acquisition from Salesforce, fighting talk from NVIDIA and ServiceNow...
Rhys Fisher · 30 May 2025Big CX News from Microsoft, Google, Salesforce, & Zendesk
It's been a busy week for some of the heaviest hitters in the CX space. Microsoft announced its biggest 365 update in eight years, Google demoed a new online...
Rhys Fisher · 23 May 2025The Latest BIG News from ServiceNow, Salesforce, SAP, & Talkdesk
From the launch of a unified CRM solution to the expansion of another, here are extracts from some of this week's most popular news stories. ServiceNow Unvei...
Charlie Mitchell · 9 May 2025The Latest BIG News from Salesforce, OpenAI, NICE, & Five9
From one CX giant battling with the implications of its own AI to another reimagining the future of CCaaS-CRM integrations, here are extracts from some of ou...
Charlie Mitchell · 2 May 2025
The Latest on Another Big Call Center Lawsuit, Microsoft Teams' New Contact Center Integration Model
CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts to dissect each s...
Charlie Mitchell · 2 May 2025The Latest BIG News from Microsoft, ServiceNow, Avaya, & Talkdesk
From a big move in converging CCaaS and UCaaS platforms to an industry disruptor aiming to change the CRM space, here are extracts from some of our most popu...
Charlie Mitchell · 25 Apr 2025Big CX News from Mitel, Google, HubSpot, & Gong
From an enterprise communications stalwart exiting bankruptcy to a CRM giant expanding its portfolio via acquisition, here are some extracts from our most po...
Charlie Mitchell · 18 Apr 2025Big CX News from Salesforce, HubSpot, Twilio & Shopify
It's been another busy week in the world of customer experience, with Salesforce announcing a new version of Agentforce, HubSpot launching AI agents, Twilio ...
Rhys Fisher · 11 Apr 2025Big CX News from ServiceNow, Genesys, Salesforce, Twilio & Zendesk
This week in CX has seen a CRM-bolstering acquisition from ServiceNow, impressive numbers from the CX Cloud from Genesys and Salesforce, a new Twilio release...
Rhys Fisher · 4 Apr 2025
Big CX News - The Latest on the New Amazon Connect, Zendesk's New Contact Center Platform
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts...
Charlie Mitchell · 3 Apr 2025Big CX News from Zendesk, Genesys, Microsoft & Accenture
This week in CX, we have seen big CCaaS news from Zendesk and Genesys, a Microsoft rebranding, and a bold claim from Accenture. Here are extracts from some o...
Rhys Fisher · 28 Mar 2025Big CX News from AWS, Microsoft, ServiceNow, NVIDIA, & NICE
The week of Enterprise Connect proved to be as busy as expected, with everything from AWS launching the next generation of Amazon Connect to NICE unveiling a...
Rhys Fisher · 24 Mar 2025The Latest BIG News from ServiceNow, Mitel, Google, & Genesys
From a tech giant's largest-ever acquisition to a CX stalwart's plunge into bankruptcy, h ere are extracts from some of our most popular news stories over th...
Floyd March · 14 Mar 2025Big CX News from Salesforce, Mitel, Microsoft, & Genesys
From the release of yet more AI agents to a shock bankruptcy, here are some extracts from our most popular news stories over the last seven days. Salesforce ...
Charlie Mitchell · 7 Mar 2025Big CX News from Salesforce, Google, Microsoft & Zoom
As the financial year draws to a close, last week saw big earnings call announcements from Salesforce and Zoom, alongside some Copilot revelations from Micro...
Rhys Fisher · 3 Mar 2025
The Latest on Avaya Trimming Its Customer Base & Google's Bot That Calls Customer Service for You
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts...
Charlie Mitchell · 25 Feb 2025Big CX News from Avaya, SAP, Klaviyo, & Talkdesk
This week in CX has seen a major business move from Avaya, an agentic AI release from SAP, and much more. Here are the extracts from some of our most popular...
Rhys Fisher · 21 Feb 2025Big CX News from Google, Cisco, HubSpot, & Pega
It's been another busy week in the CX space. Among the biggest news stories, we've seen a new chatbot from Google, enhanced availability of Cisco's AI assist...
Rhys Fisher · 14 Feb 2025Big CX News from Zoho, Google, Cisco, & Salesforce
The last week in CX has seen AI agents releases from Zoho and Google, a Cisco report into DeepSeek, and staff cuts from Salesforce. Here are the extracts fro...
Rhys Fisher · 7 Feb 2025Big CX News from ServiceNow, Zoho, Salesforce, & Kore.ai
The past week in CX has seen a big move from ServiceNow, a change of leadership at Zoho, more Agentforce news from Salesforce, and a further agentic AI relea...
Rhys Fisher · 31 Jan 2025
Big CX News - The Latest on ServiceNow's Hiring Push, Verint's Acquisition Spree, & Microsoft
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by six prominent CX analysts ...
Charlie Mitchell · 30 Jan 2025Big CX News from Microsoft, ServiceNow, Cisco, & Verint
This week in CX has seen a worrying customer service claim from Microsoft, acquisitions from ServiceNow and Verint, and agentic AI news from Cisco. Here are ...
Rhys Fisher · 24 Jan 2025Big CX News from Microsoft, Salesforce, HubSpot, & Avaya
This week in CX has seen new AI agents from Microsoft, a fond farewell for Salesforce's Einstein Copilot, impressive growth for HubSpot's agentic AI platform...
Rhys Fisher · 17 Jan 2025Big CX News from Salesforce, Twilio, Microsoft, & HubSpot
As the year draws to a close, the CX space is showing no sign of slowing down. This week has seen Salesforce announce its Agentforce 2.0 solution, fresh AI v...
Rhys Fisher · 20 Dec 2024Big CX News from Salesforce, HubSpot, Microsoft & Five9
Another busy week for the customer experience and service sector has seen fresh capabilities from Salesforce, a HubSpot acquisition, Microsoft retiring its V...
Rhys Fisher · 13 Dec 2024Big CX News from AWS, Verint, Kore.ai, & Twilio
From acquisitions to more major agentic AI announcements, here are some extracts from our most popular news stories over the last seven days. AWS Gives Amazo...
Charlie Mitchell · 6 Dec 2024
Big CX News - The Latest on Microsoft's AI Agents, Afiniti's Bankruptcy, & Sprinklr's New CEO
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts...
Charlie Mitchell · 4 Dec 2024The Latest BIG News from Salesforce, Zoom, Twilio, & IBM
This week in CX has seen an integration expansion from Salesforce, a big CCaaS win for Zoom, a new AI release from Twilio, and an agentic AI announcement fro...
Rhys Fisher · 29 Nov 2024The Latest BIG News from Microsoft, Salesforce, SAP, & Talkdesk
It's been another busy week for the customer experience and service space, with big announcements from Microsoft's Ignite 2024 event, a substantial acquisiti...
Rhys Fisher · 22 Nov 2024The Latest BIG News from Five9, Dialpad, Salesforce, & Zendesk
Another busy week in the CX space has seen an agentic AI offering from Five9, a revamped CCaaS platform from Dialpad, a recruitment drive from Salesforce, an...
Rhys Fisher · 15 Nov 2024