From Technical Win to Budget Approval: Making CX Purchases CFO-Ready
Techtelligence data shows finance-framed tech content earns 2.6x reach. Learn how IT leaders build a CFO-ready business case & CX ROI model.
Sean Nolan · 18 Jun 2026
The Deflection Trap: Why Routing Metrics Don’t Equal Resolution
On paper, the numbers look good. Call volumes are down. Self-service containment is up. Average handle time is improving. For many CX leaders, these signals ...
Rob Wilkinson · 5 May 2026
The Searchable Enterprise: Ctrl+F Your Customer Truth
Every enterprise claims to be customer-centric, yet most CX leaders still struggle to answer basic questions. Why are customers contacting us? What is actual...
Rob Wilkinson · 27 Apr 2026
CX Teams Are Stuck In The Measurement Trap, Real-Time Intelligence Is The Exit
CX teams face a measurement trap. Learn how real-time customer intelligence and frontline decisioning can prove CX ROI and protect budgets.
Rob Wilkinson · 23 Mar 2026
Tech Mahindra And NVIDIA Kill The Support Ticket With Zero-Touch CX At MWC 2026
MWC 2026 signals a shift to real-time CX insights, Zero-Touch CX, and “predictable outcomes” that prevent issues before customers feel them.
Rob Wilkinson · 9 Mar 2026
The Power of Specialized AI: Smaller, Faster, Stronger
A lot of people in life will try to convince you that bigger is better. The realtor, the car salesman, the travel agent, even your server at McDonald’s tryin...
Rhys Fisher · 20 Jan 2026
WEF Taps Salesforce EVA Agent to Orchestrate CX for 3,000 Leaders in Davos
Salesforce and the World Economic Forum launch EVA, an agentic assistant built on Salesforce Agentforce 360 for Davos 2026, using AI and Data 360 to personalise schedules, navigation, and briefing documents for 3,000 attendees and showcasing a new model for large-scale CX innovation.
Rob Wilkinson · 19 Jan 2026
Autonomous Agents in CX Must Balance Automation with Brand Safety Before Strategies Scale
Almost every contact center already uses AI to automate routine tasks like password resets and order status checks. But now we’re entering a new era, one def...
Rebekah Carter · 2 Jan 2026
Leverage Event Driven Orchestration in Finance Before Trust Slips Further
Learn how event-driven orchestration in finance cx integrates data and AI to provide instant issue resolution for customers.
Rebekah Carter · 1 Jan 2026
How Tui Transformed Customer Experience with Connected Data
Discover the impact of customer experience in travel and how TUI transformed its approach in response to industry changes.
Rebekah Carter · 12 Dec 2025
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
Choose the Right Journey Orchestration Platform in 2026, or Risk Fragmented CX
Learn how to choose a journey orchestration platform in 2026 with clear goals, tech audits, capability checklists, vendor scorecards, and pilot strategies.
Rebekah Carter · 10 Dec 2025
From Feedback to Financial Impact – The ROI of Unified Experience Management
Rob Scott sits down with Josie Gaeckle, Senior Vice President of Client Insights at SMG , to break down how Unified Experience Management is turning data int...
Rob Scott · 1 Dec 2025
What Is Customer Feedback Management?
Explore customer feedback management strategies to capture and analyse real-time feedback, driving improvements across all teams.
Rebekah Carter · 25 Nov 2025
Customer Loyalty Management Gets Intelligent
how customer loyalty management helps enterprises drive retention, improve CX, and build trust using integrated systems.
Rebekah Carter · 22 Nov 2025
ServiceNow and NTT DATA Expand Partnership to Deliver Global Agentic AI Solutions
Uncover the future of AI with the ServiceNow and NTT Partnership, designed to deliver transformative solutions for various enterprises.
Francesca Roche · 6 Nov 2025
Explainer: How CRM Automation Can Drive ROI Across Sales, Marketing, and Service
Customer relationship management used to mean one thing: having a place to store customer details and keep track of interactions. Helpful, but hardly world-c...
Rebekah Carter · 1 Oct 2025
The Contentsquare-Loris Acquisition: A Closer Look
CX Today takes a closer look at Contentsquare's acquisition of Loris AI, and how merging digital journey analytics with conversational intelligence reshapes CX.
Alex Cole · 26 Aug 2025
The Top VoC Solutions to Explore in 2025
Compare the leading VoC solutions from industry leaders like Qualtrics and Medallia to innovators like Dovetail and Pisano.
Charlie Mitchell · 25 Jul 2025
The Top Data Analytics Service Providers Powering Smart CX
Data used to be something teams checked from time to time. Now it’s something they move forward with, thanks to the top data analytics service providers, and...
Rebekah Carter · 25 Jul 2025
What Is Conversation Intelligence Software? A Strategic Guide for Modern Enterprises
It used to be that once a call ended, the insights ended too. Coaching relied on memory. Customer experience gaps were guessed at. Valuable business insights...
Rebekah Carter · 24 Jul 2025
Top Feedback Management Software Vendors in 2025: Tools That Turn Voices into Value
Most companies collect feedback, but few know how to use it effectively. That’s starting to change, with the help of the top feedback management software. Mo...
Rebekah Carter · 21 Jul 2025
Top Business Intelligence Companies in 2025
In 2025, customer expectations aren’t just changing, they’re accelerating. The companies leading the way aren’t just tracking interactions. They’re building ...
Rebekah Carter · 17 Jul 2025
Top Enterprise ERP Vendors: Secure, Scalable & Intelligent
ERP systems used to be back-office territory, focused on accounting and inventory. Now, they’re evolving. The top ERP vendors today aren’t just updating soft...
Rebekah Carter · 15 Jul 2025
93% of Contact Center Leaders Are Reevaluating the Agent Role
Nowadays, when a customer needs human help, they’re already a bit frustrated. Either something has gone wrong, or they need reassurance. As such, human servi...
Charlie Mitchell · 9 Jul 2025
What is Business Intelligence? How Enterprises Turn Data into Strategy
Today’s businesses need data more than ever, but how they collect and use it often varies. Some still measure performance on spreadsheets, while others are b...
Rebekah Carter · 1 Jul 2025
Gartner Magic Quadrant for Analytics and Business Intelligence (ABI) Platforms 2025: The Rundown
The Gartner Magic Quadrant for Analytics and Business Intelligence (ABI) platforms 2025 looks remarkably similar to the previous year’s edition. While there ...
Charlie Mitchell · 25 Jun 2025
PG Forsta Acquires InMoment to Form a Voice of the Customer (VoC) Powerhouse
PG Forsta has acquired InMoment to shake up the voice of the customer (VoC) market. Both vendors are prominent players in the VoC market. While the latest Ga...
Charlie Mitchell · 14 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
Salesforce Unveils Tableau Next: 5 Big Talking Points
Salesforce has debuted Tableau Next, the "world’s first agentic analytics platform". Yet, this is no new platform announcement. Instead, it signals a new vis...
Charlie Mitchell · 22 Apr 2025
UC & Contact Center Consolidation Is Accelerating – Here’s What’s Driving It
Customers are increasingly looking for providers that can offer a comprehensive suite of UC and contact center capabilities, not just individual products. Th...
Susie Harrison · 16 Apr 2025
The Big Salesforce-Google Partnership: A Closer Look
In February, Salesforce and Google strengthened their decades-long collaboration. The headlines focused on mutual customers being able to access Google Gemin...
Charlie Mitchell · 15 Apr 2025
Future-Ready Agents: Visual Intelligence in Contact Center Training
In today’s fast-paced digital environment, contact centers are a critical component in delivering exceptional customer service. The need for smooth and promp...
Rhys Fisher · 31 Mar 2025
The Future of Visual Intelligence in Customer Support
AI's transformative power in revolutionizing customer service has never been more evident. Historically, AI was utilized to process structured data, like tex...
Rebekah Carter · 20 Mar 2025
Sprinklr Integrates with Bluesky for Publishing Content & Deeper Analytics
Sprinklr has announced an integration with Bluesky, the burgeoning social media platform. The integration will allow Sprinklr Social users to create, manage,...
Floyd March · 13 Feb 2025
CallTower Expands Global Communications with Inoria Partnership
Cloud communications provider CallTower has acquired Canadian CCaaS specialist Inoria to bolster its global market presence and enhance its customer experien...
Linoy Doron · 6 Feb 2025
Gartner Coins the Term “Quality Intelligence”, Its Latest Phrase for Contact Center Leaders
For years, contact centers have talked about creating a 360-degree view of the customer. In 2025, it’s still a key industry talking point. Ultimately, that s...
Charlie Mitchell · 29 Jan 2025
Medallia Snags Former Qualtrics Exec Mark Bishof as CEO
Medallia has appointed Mark Bishof as its new Chairman & CEO. Mike Lipps, who has held the CEO mantle since April 2024, will remain on the Medallia board. Th...
Charlie Mitchell · 7 Jan 2025
Microsoft Scraps Viva Goals, Gives Customers a Year to Move Off the App
Microsoft has confirmed plans to scrap its Viva Goals solution on December 31, 2025. In a nutshell, the solution allows businesses to track progress toward o...
Rhys Fisher · 9 Dec 2024
The Forrester Wave for Customer Feedback Management 2024: Top Takeaways
Managing customer feedback effectively is an essential part of customer experience management. While contact center analytics provide insights into metrics l...
Rhys Fisher · 22 Nov 2024
Qualtrics To Bolster Employee Experience With New Qualtrics AI Solution
Qualtrics has unveiled a new AI solution to boost the employee experience and workforce management. Qualtrics is introducing AI capabilities in the company's...
Kieran Devlin · 1 Nov 2024
Contact Centers! Are You Ignoring the Elephant In the Room?
In the contact center space, it's easy to ignore the elephant in the room: the obvious issues holding us back but that we choose to avoid. Recognizing this, ...
Charlie Mitchell · 28 Oct 2024
Avaya Presents a Virtual Operations Manager for Contact Centers
Avaya has created a showcase for a Virtual Operations Manager built on its Avaya Experience Platform (AXP). The solution, presented at GITEX Global 2024, cen...
Charlie Mitchell · 14 Oct 2024
QA: The Contact Center Leader’s Guide to Quality Assurance
Today’s consumers expect exceptional service. They want to receive personalized, efficient, and convenient support across every channel. Living up to those e...
Rebekah Carter · 25 Sept 2024
NICE Actimize Launches SURVEIL-X Behaviour to Monitor Employee Conduct
NICE Actimize has introduced its AI-powered employee monitoring solution ‘SURVEIL-X Behaviour’ into its SURVEIL-X Holistic Employee Conduct Surveillance suit...
James Stephen · 8 Aug 2024
Google Couldn’t Kill Off the Cookie Monster, But You Should Keep Him Under Wraps
Google no longer plans to kill off third-party cookies on Chrome. These cookies track users’ behavior as they visit other sites, collecting information that ...
Charlie Mitchell · 29 Jul 2024
Gartner Magic Quadrant for Analytics and Business Intelligence (ABI) Platforms 2024
The Gartner Magic Quadrant for Analytics and Business Intelligence Platforms 2024 is here. On its release, the report sheds light on a space undergoing signi...
Charlie Mitchell · 25 Jun 2024
MiaRec AI Prompt Designer: Revolutionizing AI Prompt Customization and Testing
Many organizations use AI to summarize calls, analyze sentiment, and gain new insights, but your average AI-powered tool only provides basic, canned informat...
Robbie Pleasant · 19 Jun 2024
Salesforce Unveils a “World First” Innovation to Optimize GenAI Implementations
Salesforce has announced the "world’s first" LLM (large language model) Benchmark for CRM. With the solution, Salesforce customers can rank LLM models on a l...
Charlie Mitchell · 18 Jun 2024
Optimizing Patient Outcomes Through CX Data Analysis w/ Arkansas Foundation for Medical Care
CX Today's Charlie Mitchell hosts Nathan Ray, SVP of Business Operations at Arkansas Foundation for Medical Care (AFMC). Broadcast from CCW 2024 in Las Vegas...
Charlie Mitchell · 7 Jun 2024
SAP Acquires WalkMe To Bolster Its Business AI and CX Offerings
SAP has announced it is acquiring leading digital adoption platform (DAP) leader, WalkMe. The Executive and Supervisory Boards of SAP and the Board of Direct...
Kieran Devlin · 5 Jun 2024
Afiniti Unveils New AI-Powered Avaya Integration
Afiniti, a provider of AI optimisation solutions for customer experience, has introduced its new eXperienceAI technology. Partnering with Avaya, a global CX ...
Tom Wright · 24 May 2024
Is NPS at Risk? Why It's Time This Beloved Metric Got An Overhaul
Ensuring your company lives up to customer expectations is crucial in today’s world. Customers don’t just want excellent experiences on every channel, they d...
Rebekah Carter · 6 May 2024
Slack Sales Elevate Transforms Team Performance
Slack, the AI-powered platform for work, now offers sales teams a new way to elevate their performance and manage revenue-boosting opportunities. Slack Sales...
Rebekah Carter · 29 Apr 2024
The Net Promoter Score 2.0? evaluagent Releases an Expected NPS Score
evaluagent has added an Expected Net Promoter Score (xNPS) feature to its evaluagentCX platform. The feature uses generative AI (GenAI) to predict the likeli...
Charlie Mitchell · 24 Apr 2024
Salesforce Announces New AI Features for MuleSoft, Releases Einstein Copilot for Tableau in Beta
Salesforce has announced new AI-powered features for MuleSoft to pull more data into the Salesforce environment, improve developer productivity, and simplify...
Charlie Mitchell · 4 Apr 2024
How LLMs and AI Will Change the Contact Center Landscape
Artificial Intelligence (AI) isn’t a particularly new concept for contact center leaders. For years, companies have leveraged AI to help with everything from...
Rebekah Carter · 19 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
evaluagent Launches a New Platform for More Prescriptive Contact Center Quality Assurance
Customer experience measurement is becoming increasingly prescriptive and descriptive. Last year, Salesforce released its Customer Success Score , and Genesy...
James Stephen · 9 Feb 2024
Zendesk Acquires Klaus, Creates a Comprehensive WEM Portfolio
Zendesk has signed a definitive agreement to acquire the quality assurance (QA) platform provider Klaus. The acquisition comes after Zendesk's 2023 roll-up o...
James Stephen · 9 Jan 2024