Using CRM Pricing Models in the AI Era, What's Going to Change?
CRM pricing models are set to change in the near future, as the system undergoes a significant revolution with the rise of AI. In a conversation with CX Toda...
Francesca Roche · 17 Oct 2025
How to Join CX Today's CX Community
Join the dynamic CX community at CX Today, your premier destination for customer experience insights. Engage with CX experts and peers, exploring the latest trends, innovations, and voices shaping the CX landscape. Dive into the heart of customer experience with CX Today, where CX professionals unite.
Rob Scott · 7 Feb 2024
Beyond the Code: Empowering Women in Non-Technical Roles in Technology
Watch on YouTube. Clare Muscutt, Founder, Women in CX hosts Ejieme Eromosele, GM EMEA, Quiq, Charlotte Kennett, Sr. Director, SS&C Blue Prism, Laura Campbell...
Clare Muscutt · 20 Apr 2023
Women Driving Diversity, Equity, and Inclusion in CX Technology
Watch on YouTube. Clare Muscutt, Founder, Women in CX hosts Susanna Baque, Senior Director Global CX, SCIEX, Renee Fokken, Director of CX, Cisco, Czarina She...
Clare Muscutt · 8 Mar 2023
Key Cloud Players Reveal Customer Journey Importance
News of the g lobal cloud infrastructure spend tipping the scales at $49.4 billion in Q3 – up 35% - is one of many fantastic CX Today articles that has caugh...
Carly Read · 5 Nov 2021
How Comprehensive Customer Support Can Ensure Event Success
Behind every successful virtual and hybrid event is a team of support specialists. They are there to put out the online fires, from login failures to streami...
Guest Blogger · 4 Nov 2021
The Impact of Speech Analytics on the Customer Experience
Today’s world is all about digitalization, omnichannel presence, and instant access to information. As a result, customers have turned into somewhat impatien...
Guest Blogger · 19 Oct 2021WFO Tools Mean WFH Agents Shouldn’t Suffer in Silence
An insightful new study has revealed the top concerns for remote workers. There are five in total that were the most prominent in the poll, which included no...
Carly Read · 15 Oct 2021Why Trust Should be the Core Value of Every Brand
A new study published today has revealed customer trust in companies has taken a dramatic nosedive since the COVID-19 pandemic took hold. While 2020 marked t...
Carly Read · 8 Oct 2021Why Bad CX Shouldn't Make Customers Switch Off
The UK has been thrust in the spotlight a lot over the past few years for various reasons, good and bad. And it appears we’ve been singled out again. Researc...
Carly Read · 3 Sept 2021Why Bad CX Really is the Last Straw for Customers
Why Bad CX Really is the Last Straw for Customers This week, a spat over a straw forced me to make a major life decision. Yep, you read that right. A straw. ...
Carly Read · 27 Aug 2021
IPI: Post-COVID Opportunity for Contact Centres
The pandemic has forced unprecedented change upon the contact centre. Over the last year, contact centres across the country have had to quickly usher in tec...
Guest Blogger · 27 Apr 2021Why Squandering Cash for CX Literally Makes No Cents
A huge story covered by the CX Today team this week was UserTesting 's eighth annual CX Poll results, which made for interesting reading. Among stats like 60...
Carly Read · 1 Apr 2021Why Customer Demand Shouldn’t be a Hang-up for CX
In a week of fascinating news, features and insights among the CX stratosphere, a prominent article we compile d at CX Today came from a chat with our headli...
Carly Read · 26 Mar 2021
Bot Revolution to Permanent WFH: What 2021 Has in Store for CX
With business planning in full swing, this time of year is often rife with predictions. But in the contact centre industry, looking backwards can often give ...
Guest Blogger · 15 Feb 2021
2021 Intelligent Voice Assistant Goals: Pivoting for the Post-COVID Era
As the world transitioned to a work-from-home remote workforce overnight in 2020, voice technology experienced a few transitions of its own. Here are four ke...
Guest Blogger · 20 Jan 2021
Understanding Revenue Per Call and Why it is so Important
Traditionally, contact centres were perceived as cost centres for the company, at best useful for preventing revenue loss. But as product experiences became ...
Anwesha Roy · 18 Jan 2021
2021: Are You Ready to Ride the Omni-Customer Wave?
No CX professional will forget 2020 any time soon. Surging voice call volumes during the Covid-19 pandemic saw severely understaffed customer experience team...
Guest Blogger · 18 Jan 2021
Write For Us!
Do you have an idea for unique and innovative content that is bound to get the undivided attention of our loyal readership? Perhaps Customer Experience (CX) ...
Carly Read · 16 Dec 2020
Business is All Digital: Time to Future-Proof Your Contact Centre
Digital transformation is imperative for business to thrive but, until this year, there were still several organisations that were laggards. The pandemic put...
Guest Blogger · 1 Dec 2020
Three Reasons to Move your Contact Centre to the Cloud
The COVID-19 pandemic, and the impact it has had on office-based working, has undoubtedly underscored the importance of business agility and flexibility. Thi...
Guest Blogger · 13 Nov 2020
Predicting the Contact Centre Future
The pandemic has changed our views and experiences of so much it's almost difficult to remember what "normal" was. As the pandemic stretched from weeks into ...
Guest Blogger · 6 Nov 2020
The Rise of Digital: Conversational Interfaces, Virtual Assistants & Bots
Conversational interfaces (AI) and virtual assistants are facilitating the rise of fully integrated digital channels. As an industry we’ve been talking about...
Guest Blogger · 5 Nov 2020
Data Analytics - Adapt and Make Better Decisions
Data is everywhere. From one telephone call alone, businesses can be presented with 600 pieces of insight. Such a powerful amount of intelligence can truly e...
Guest Blogger · 27 Oct 2020
Make the Most of your Chatbots: 3 Common Misconceptions
Chatbots have been widely adopted in the past year, and their growth shows no signs of slowing: a recent Gartner study found that by 2022, 70% of white-colla...
Guest Blogger · 25 Sept 2020
AI: Its Role in Post-Pandemic CX
Prior to the pandemic, it was already widely understood that artificial intelligence (AI) would play a major role in shaping the future of customer service. ...
Guest Blogger · 21 Sept 2020
Safety First: Driving Security and Compliance in SMB Contact Centre
Cybers ecurity is a key consideration for businesses of all sizes . This is especially true in today’s increasingly digital world, which has expanded even fu...
Guest Blogger · 3 Sept 2020
5 Signs Your Contact Center Needs a Communications System Upgrade
Due to unprecedented circumstances created by the pandemic, contact centers have quickly become more critical than ever before. As an overwhelming number of ...
Guest Blogger · 1 Sept 2020
Build vs. Buy – What’s Right for your Contact Centre?
When debating the difference between buying a contact centre solution off the shelf or building your own bespoke, the analogy often used is houses: is it bet...
Guest Blogger · 19 Aug 2020
How the Contact Center will Flourish Post-COVID
With some trepidation, companies around the world have realized that being forced to quickly pivot to a remote work environment has jump-started a workforce ...
Guest Blogger · 14 Aug 2020
Taking Your Contact Centre Remote: Easier Than You Think
In these trying times, it’s not surprising that many customer service teams are feeling overwhelmed. The COVID-19 outbreak forced many organisations to go fr...
Guest Blogger · 5 Aug 2020
What’s Next? Reclaiming Customer Experience Excellence
Just as contact centre managers, DevOps and telecom teams are starting to catch their breath from the heroic efforts of enabling contact centre and IVR opera...
Guest Blogger · 28 Jul 2020
Don’t be an Ostrich. Get your Contact Centre Ready
Since 1971, David Bowie’s Changes has blared out of the radio reminding us to “Turn and face the strange”. Decades after its debut, it suddenly feels very re...
Guest Blogger · 13 Jul 2020
Voice Analytics: The Power of Understanding your Customers
Despite lockdown measures being relaxed, industries and businesses are still under considerable strain to try and cope with the added pressures: whether it b...
Guest Blogger · 10 Jul 2020
Contact Centre Security in a Remote World
By now, we all know that turning a customer from a one-time purchaser into a life-long advocate takes more than just a great product. For example, the 2019 S...
Guest Blogger · 1 Jul 2020
Five Tips to Get the Most Out of Call Recording
It’s been two years since the old Data Protection Act was replaced by the GDPR. The legislation represented a real challenge for existing hosted & on-premise...
Guest Blogger · 29 Jun 2020
The ‘New Normal’: Contact Centres and Remote Working
The sudden need to ‘go remote’ impacted every aspect of companies’ operations, and customer service is no different. Some companies were lucky enough to have...
Guest Blogger · 25 Jun 2020
COVID-19: A Catalyst for Change in the Contact Centre
With COVID-19 causing mass lockdown across the UK, nearly every single organisation has been required to send its employees home to work remotely, or face ha...
Guest Blogger · 8 Jun 2020
Intelligent Chat and Messaging Essential to Self-Service Strategy
Though COVID-19 has interrupted almost every aspect of daily life, customer service organisations have been expected to offer uninterrupted support. Social d...
Guest Blogger · 4 Jun 2020
Chatbot Integration in Times of Crisis
Customer service agents and call center solutions are widely essential to businesses in normal times — and incredibly vital during the current pandemic when ...
Guest Blogger · 3 Jun 2020
Quality as Standard: Great User Experience is a Right, Not a Privilege
Now that every kind of user has had a dose of lockdown-mandated video conferencing – and new legions of homeworkers are suddenly reliant on United Communicat...
Guest Blogger · 28 May 2020
3 Tips for Managing Remote Agents
“A job is no longer a physical place that you go to work; work is where you get things done”. That’s long been a part of UC Today ’s editorial promise, and i...
Guest Blogger · 13 May 2020
Speech and Text Analytics: New Heroes in the COVID-19 Crisis
In virtually every industry, conversations between companies and customers have drastically changed with the COVID-19 crisis. It started with airline and tra...
Guest Blogger · 7 May 2020
Amazing Analytics Start with Noise Cancelling Tech
Call analytics has been a crucial component of business growth for years now. Businesses are now turning call conversation into valuable data from identifyin...
Guest Blogger · 5 May 2020
Top 8 Benefits of a Call Analytics Solution
In an environment where customer experience is king, businesses need to listen carefully to the needs, sentiments, and expectations of their customers. Every...
Guest Blogger · 4 May 2020
5 Benefits of Selling CCaaS
Call Centres have been around for a while and, with new developments in technology, have been improving over time. In the beginning, the Call Centre’s primar...
Guest Blogger · 14 Apr 2020
4 Ways to Improve Contact Centre Efficiency
The way we are living our lives has changed dramatically over the last few weeks. Our most basic routines have been affected; our morning commutes, working a...
Guest Blogger · 6 Apr 2020
Augmenting Contact Center Tech to Optimise Security and CX
In an attempt to outshine competitors and cultivate customer loyalty, organisations across industries are continuing to refine customer experiences at every ...
Guest Blogger · 18 Mar 2020
How Can Contact Centres Adapt Quickly to the Coronavirus Outbreak?
In these challenging times, quick-to-deploy cloud customer interaction solutions, such as Bots, Callback & Digital Channels can provide contact centres with ...
Guest Blogger · 12 Mar 2020
Leveraging International DIDs to Support Global Enterprise Comms
Whether companies have a handful of customers abroad or a whole host of regional offices, today’s global businesses need global solutions. Nearly 96 percent ...
Guest Blogger · 9 Mar 2020
AI is Poised to Go Mainstream - UC Market Must Be Ready
Despite artificial Intelligence (AI) topping the news agenda in recent years, it’s never quite managed to break into the mainstream. There is huge potential ...
Guest Blogger · 9 Mar 2020
The Generation Gap – Always One Small Cog in the Customer Service Wheel
Meeting the requirements of a diverse customer base is a challenge for every organisation. Consumer preferences vary considerably, of course, and if organisa...
Guest Blogger · 25 Feb 2020
Omni-channel Best Practices: Five Top Tips
Having multiple channels available in a business’s customer service model is great, but excellence only comes when performance is consistent across all of th...
Guest Blogger · 11 Feb 2020
Better Profitability, CX and Compliance Through Speech Recognition
The last decade has seen the call centre industry transform from a predominantly telephony-based industry into a 360-omni-channel ecosystem. Despite signific...
Guest Blogger · 10 Feb 2020
How to Make Sure Email is No Longer the Black Sheep of the Contact Centre
Customers are increasingly demanding that businesses are easily contactable, at all times of the day, and efficient in dealing with queries. Businesses, ther...
Guest Blogger · 22 Jan 2020
IMImobile: Customer Experience Technology Predictions for 2020
As we enter the beginning of a new decade, it is clear that customer experience will continue to become increasingly important for most organisations. Resear...
Guest Blogger · 21 Jan 2020
The Answer to Connecting with Gen Z: The Power of Voice
Many businesses today are tasked with a common issue, making a connection with Gen Z. This new generation of consumers is unique to other age groups as they ...
Guest Blogger · 20 Jan 2020
How Call Centres Can Get the Most from Microsoft Teams
In today’s competitive business world, collaboration and communication are everything. If you’re looking to influence the success of your organisation, you’v...
Guest Blogger · 13 Jan 2020
Three Reasons to Transition to a Cloud-based Contact Centre
In 2019, cloud technology is an enterprise mainstay, deployed in hundreds of different contexts. Recent research shows that 96 percent of organisations are u...
Guest Blogger · 10 Jan 2020
What Will the Contact Centre Look Like in 2020?
When it comes to predicting change in the IT industry, advances in contact centre technology are often hard to pin down. The industry’s digital revolution is...
Guest Blogger · 20 Nov 2019