AI-Powered BPO Is Eating Its Own Business Model: Can TaskUs AI Services Win What Comes Next?
Taskus AI services combine agentic customer service, human evaluation and trust and safety expertise.
Rebekah Carter · 8 Aug 2026
Firstsource Kairos and Outcome-Based BPO: The Integration Test Most Buyers Skip
Firstsource Kairos could prove that Firstsource has the potential to fix BPO accountability issues once and for all.
Rebekah Carter · 4 Aug 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
From Reactive to Predictive: How VoC Data Is Changing the Outsourcing Conversation
Voice of Customer data has become a staple of modern customer experience programs, yet many organizations continue to struggle to turn feedback into meaningf...
Francesca Roche · 25 Jun 2026
What Traditional Outsourcing Contracts Are Actually Costing You
Hourly outsourcing contracts often hide their true commercial cost behind seemingly efficient per ‑ hour metrics, masking missed revenue opportunities. Outco...
Francesca Roche · 18 Jun 2026
Customer Contact Week Vegas 2026: Less Hype, More Operating Discipline
Customer Contact Week Vegas 2026 runs June 22-25 at Caesars Forum. See key sessions, speakers, AI themes, pricing, and planning tips.
Rob Wilkinson · 22 Apr 2026
Capita and Snowflake Target Real-Time CX Intelligence for Contact Centers
Capita partners with Snowflake to deliver real-time CX insights for contact centers, aiming to replace dashboard sprawl with faster decision-making.
Rob Wilkinson · 4 Mar 2026
The BPO Wake-Up Call: A Complete Guide for CX Leaders
Discover what BPO is, how business process outsourcing works, and why it has become essential for modern customer experience teams.
Rebekah Carter · 11 Dec 2025
Chime’s Approach to Treating AI Like Human Agents and What Buyers Can Learn
Learn how treating AI like a human agent transformed Chime's customer support and improved CSAT scores significantly.
Nicole Willing · 9 Dec 2025
25 Years of CX Excellence: ECCCSAs Set the Standard Across Europe
Explore the highlights of ECCCSAs 2025, celebrating 25 years of excellence in customer contact across Europe.
Rob Wilkinson · 2 Dec 2025
Why Rushing to the Cloud Could Slow Your CX Transformation
In the rush to modernize, many enterprises are discovering that the road to digital transformation is full of more twists and turns than your average Formula...
Rhys Fisher · 17 Nov 2025
Beating Tool Fatigue: How Empathic AI Boosts Agent Morale and Performance
Stop me if you’ve heard this one before: the latest CX tech phenomenon is struggling to live up to the hype. Of course, in the year 2025, when we’re discussi...
Rhys Fisher · 6 Nov 2025
When Your Outsourcing Partner Holds You Back
There’s something devastating happening in boardrooms across the globe. It’s not a market crash or a supply chain crisis. It’s the slow, silent loss of custo...
Rob Scott · 28 Oct 2025
Zendesk Unveils Major AI Push – Voice, Admin Co-Pilot, and HyperArc Take Center Stage
Zendesk has announced a major expansion of its AI portfolio, introducing a series of new capabilities that bring more automation, intelligence, and flexibili...
Rhys Fisher · 8 Oct 2025
3 Times Customer Chatbots Went Rogue (and the Lessons We Need to Learn)
By 2027, conversational AI is expected to handle 70 percent of customer service interactions, up from about 50 percent today, according to Gartner. The drive...
Charlie Mitchell · 17 Sept 2025
Krisp Asks Court to Toss Sanas Claims, Launches Countersuit
Krisp Technologies has asked a court to throw out "key claims" in a lawsuit filed by rival Sanas. Sanas filed the lawsuit in July 2025, claiming "theft of in...
Charlie Mitchell · 8 Sept 2025
Stop Compliance Failures Before They Cost You
CX Today and Cyber Acoustics explore how real-time compliance monitoring and compliance-grade hardware help regulated contact centers avoid costly mistakes.
Rhys Fisher · 1 Sept 2025
Customer Experience BPOs: Trends, Predictions, & Providers
BPOs are under pressure. That’s the narrative swirling the CX space over the past 12 months. For many, generative and agentic AI technologies pose a signific...
Charlie Mitchell · 29 Aug 2025
Are We Entering a New, AI-Powered Contact Center Era?
CX Today traces the contact center's evolution from rigid on-premise systems to today's AI-powered era, and asks what Zendesk's approach means for CX next.
Rhys Fisher · 27 Aug 2025
The CX Awards 2025 Winners Announcement
Agentic AI, technology convergence, new pricing models… many trends are sweeping across the customer experience space. The most visionary vendors understand ...
Charlie Mitchell · 10 Jul 2025
Top BPO Companies in 2025: Powering CX Transformation
The value of Business Process Outsourcing (BPO) companies has grown significantly, particularly in the contact center and customer experience landscape. Afte...
Rebekah Carter · 10 Jul 2025
Sanas Files a Lawsuit Against Krisp, Claims “Theft of Intellectual Property”
Sanas filed a lawsuit against Krisp, claiming the company created a "copycat" version of its Sanas AI Accent Translation technology. In the lawsuit, Sanas ta...
Charlie Mitchell · 8 Jul 2025
The CX Awards 2025 Finalists
CCaaS, CRM, CPaaS… there are many subsets of customer experience technology, each crammed with providers promising transformational results. As such, it can ...
Charlie Mitchell · 26 Jun 2025
Sanas Launches the "First" Real-Time Translation Tool for Contact Centers
Sanas has launched an "industry-first" real-time language translation solution for customer support. While there are many other near-real-time translation to...
Floyd March · 11 Jun 2025
Big 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 2025
Everise Neutralizes Foreign Contact Center Agent Accents with AI, the Latest BPO of Many
Prominent customer service BPO Everise has partnered with Krisp, deploying its real-time voice AI platform across its global agent workforce. The voice AI pl...
Floyd March · 3 Jun 2025
TTEC Implements the Google Customer Engagement Suite, Moves Thousands of Agents Across
Google has extended its partnership with TTEC, a prominent customer experience BPO. In total, Google's cloud infrastructure supports 50,000 of TTEC's custome...
Floyd March · 28 May 2025
Gartner Magic Quadrant for Voice of the Customer (VoC) Platforms 2025: The Rundown
In a repeat of last year, Qualtrics and Medallia lead the Gartner Magic Quadrant for VoC platforms 2025. However, a new entrant joins them: Sprinklr. It shoo...
Charlie Mitchell · 2 May 2025
Teleperformance Uses AI to Neutralize Indian Call Center Agent Accents, and So Does Its Competition
Teleperformance is rolling out an AI solution that neutralizes English-speaking Indian workers’ accents in real time. The accent translation technology - alo...
Floyd March · 3 Mar 2025
Teleperformance Contact Center Staff In Revolt: "We're Not Allowed to Use the Bathroom!"
"T here are many instances where they don’t allow you to go to the bathroom. " These aren’t words you’d come to expect from an industry-leading contact cente...
Floyd March · 5 Feb 2025
How to Find the Best Salesforce Partner in 2025
Unpack the various types of Salesforce partners and how to select the best companion for your Salesforce journey in 2025.
Rebekah Carter · 24 Jan 2025
BPO Contact Centers In 2024: Where Can They Add Value?
The contact center is the frontline of any business, influencing relationships with customers, and your ability to grow in a competitive landscape. However, ...
Rebekah Carter · 6 Jun 2024
Why Is India the Next Hotspot for CCaaS Vendors?
The Indian call center market – also known for being a Business Process Outsourcing (BPO) hub – is a key player globally, having experienced significant grow...
Susie Harrison · 5 Jun 2024
CX Outsourcing: Managing the Unmanaged Areas of Your Business
Watch on YouTube CX Today's Charlie Mitchell hosts Tony Masis, VP, GM, & Leader of Customer Management Services (CMS) at Shyft Global Services . They deep di...
Charlie Mitchell · 24 May 2024
CX Outsourcing: The Trends, Benefits, & Providers
Nowadays, customer experience BPOs offer much more than additional customer service delivery. As core capabilities, they may provide customer and agent exper...
Charlie Mitchell · 23 May 2024
Triple Impact Connections Deploys CXone to Support Rapid Growth
NICE’s CXone has been selected by Triple Impact Connections to meet its fast growth. The solution can supply it with the scalability and flexibility required...
James Stephen · 29 Mar 2024
Conversational Intelligence: Use Cases, Success Stories, & Predictions
Conversational intelligence solutions transcribe customer conversations and spotlight insights that allow businesses to improve products, services, and custo...
Charlie Mitchell · 20 Mar 2024
Sprinklr Teams Up with Tech Mahindra, Aims to Replicate European CCaaS Success Worldwide
Sprinklr has partnered with Tech Mahindra to support more businesses in deploying its Unified-CXM platform across the globe. Tech Mahindra – a Gartner Magic ...
Charlie Mitchell · 18 Mar 2024
Teleperformance Shares Plunge to a 7-Year-Low Amidst AI Fears
Teleperformance shares have hit a seven-year low after plummeting by 29 percent last week. Although it has since recovered somewhat, the stock was still 16.5...
Rhys Fisher · 5 Mar 2024
Contact Center AI Doesn’t Have to Be Difficult (or Expensive!)
AI is the first technology that promises to change how contact centers work in decades. Conversation and workflow automation, interaction mining, and virtual...
Charlie Mitchell · 4 Mar 2024
Bright Pattern, Arthur Lawrence to 'Transform the Customer Experience'
Bright Pattern and Arthur Lawrence, a prominent global management and technology consulting firm, have forged a partnership aimed at revolutionising digital ...
Tom Wright · 1 Mar 2024
The Latest BIG News from Salesforce, Alorica, Playvox, & Zoom
From copilots and automation to Zoom's CCaaS boom, here are some extracts from our most popular news stories over the last seven days. Salesforce Launches Ei...
Rhys Fisher · 1 Mar 2024
Champions Take the Stage: Announcing CX Awards 2024 Winners!
The CX Awards celebrates the very best in customer experience innovation and leadership. Each year, it gets bigger, with more entrants, categories, and eyes ...
Charlie Mitchell · 29 Feb 2024
Alorica Partners with Automation Anywhere to Boost AI Capabilities
Alorica has partnered with Automation Anywhere to expand and enhanc e its customer experience offerings with GenAI -powered intelligent automation. Th rough ...
Rhys Fisher · 28 Feb 2024
You're Invited: Join Us to Celebrate Excellence at CX Awards 2024
Don’t Miss Out – Set A Reminder Now! There is just a week to go until the CX Awards Final, where the cream of the customer experience crop vie for 20 prestig...
Rhys Fisher · 22 Feb 2024
The CX Awards 2024: Revealing Our Dazzling Finalists!
Set a reminder to watch the final CX Awards 2024 From CCaaS to CRM, there are hundreds of vendors across the vast world of customer experience tech. As such,...
Charlie Mitchell · 15 Feb 2024
Atento Upgrades AI-Powered CRM Ecosystem To Boost CX
Atento has upgraded its CRM and BPO ecosystem with new capabilities, including AI features, to enhance the customer experience. By integrating its digital fe...
Kieran Devlin · 13 Feb 2024
Beyond the Trophy: Unveiling the Journeys of Our Remarkable Previous Winners
With hundreds of applicants each year, the CX Awards has quickly become a staple event on everyone’s customer experience calendar. Following its launch in 20...
Charlie Mitchell · 5 Jan 2024
Concentrix to Rebrand After Wrapping Up Its $4BN Webhelp Deal
Concentrix has completed a $4BN move for fellow customer experience BPO Webhelp. Interestingly, in April – when the deal was first touted – the price tag sto...
Charlie Mitchell · 29 Sept 2023
Global BPO Chooses CC Provider for 'Same Day' Customer Deployment
Global business processing outsourcer Techno Brain has chosen TCN as its call centre provider to service a new UK customer. Based in Nairobi, Techno Brain pr...
Tom Wright · 15 Sept 2023
Teleperformance Strikes $185MN Megadeal with Microsoft to Launch GenAI Solution
Last week, Teleperformance sent shockwaves across the customer experience BPO space, striking a $185MN deal with Microsoft to release a proprietary contact c...
Charlie Mitchell · 29 Jun 2023
CXT BPO Case Study: Genpact and Garden of Life
Discover how the Garden of Life worked with BPO provider Genpact to evolve its customer experience strategy.
Rebekah Carter · 8 May 2023
Introducing the CX Today Marketplace
Isolate the most prominent vendors across the various subsets of customer experience tech, and discover what makes them stand out.
Tom Wright · 2 May 2023
Teleperformance Proposes Acquisition of Majorel
Teleperformance has made a move to acquire Majorel, which - if accepted - would result in the formation of a $12BN company with a large presence in all major...
James Stephen · 27 Apr 2023
Big CX News from AWS, Bandwidth, Concentrix
From new generative AI announcements to award-winning innovation, here are some extracts from our most popular news stories over the last seven days. AWS Thr...
Charlie Mitchell · 14 Apr 2023
Concentrix’s Acquisition of Webhelp Is Good News for the Customer Service BPO Space
At the end of March, Concentrix announced its plans to roll up fellow BPO Webhelp. This is the latest in a string of similar moves in the space. Indeed, Site...
Charlie Mitchell · 13 Apr 2023
3 Secrets to Improving Agent Experiences and Cutting Operational Costs
Studies into the current state of the agent experience make for a somewhat depressing read. For instance, a 2023 report from the CCMA found that a whopping 5...
Charlie Mitchell · 23 Mar 2023
The State of CX Outsourcing in 2023
Many brands now choose to differentiate themselves through customer experience. Indeed, around 74% of customers say they're likely to buy based on experience...
Rebekah Carter · 11 Mar 2023
Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023
Gartner has unveiled its much-anticipated 2023 Magic Quadrant report for Enterprise Conversational AI Platforms. The release comes amid surging interest in t...
Charlie Mitchell · 10 Mar 2023
Five9 Launches Its First ChatGPT-Powered Contact Center Offerings
Five9 has released two new product offerings that leverage ChatGPT-3 from OpenAI: AI Insights and AI Summaries. AI Insights combines ChatGPT-3 with real-time...
Charlie Mitchell · 23 Feb 2023