Call & Contact Center Software
Contextual Messaging is the New CX Gold Standard, MMDSmart Explains
Nicole Willing speaks with Karen Krivaa, Chief Marketing Officer at MMDSmart , about why so many businesses are still struggling to turn omnichannel ambiti...
Nicole Willing · 17 Sept 2026
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
Why AI-Only QA Still Leaves Support Leaders Doing the Heavy Lifting
Ty Givens, Founder and CEO at CX Collective, explains how Quality as a Service helps support teams improve QA, coaching, and customer experience.
Rhys Fisher · 28 Aug 2026
The Future of CX Isn’t AI. It’s Humans
In this CX Today interview, Rob Wilkinson speaks with Kristin King, Chief Customer Officer at UJET , and Tena Curic, Senior Customer Success Manager at UJET,...
Rob Wilkinson · 25 Aug 2026
The AI Race Has a Customer Experience Problem
RocketPhone.ai CEO Muj Choudhry explains why AI customer experience projects need trusted data, human oversight, and clear business outcomes.
Rhys Fisher · 10 Aug 2026
ServiceNow on the CX Shift Legacy CRM Can’t Handle
Rob Wilkinson speaks with Mark Ashton, VP Solution Consulting CRM, EMEA at ServiceNow , about why traditional CRM is no longer enough for modern customer exp...
Rob Wilkinson · 29 Jul 2026
Gartner to CX Leaders: Stop Treating AI Agents Like Employees
Gartner VP Analyst Kathy Ross explains why managing AI agents like human employees is a costly mistake, and who should own AI oversight.
Rhys Fisher · 22 Jul 2026
Forget the Rulebook: How Self-Learning AI Is Rewriting Contact Center Automation
In this discussion, Rhys Fisher, Associate Editor at CX Today, sits down with Claudio Rodrigues, Chief Product Officer at Omilia , to dig into one of the mos...
Rhys Fisher · 22 Jul 2026
Your Contact Center AI is Failing - And You Probably Built it That Way
In this CX Today discussion, host and Associate Editor Rhys Fisher sits down with Claudio Rodrigues, Chief Product Officer at Omilia , to cut through the AI ...
Rhys Fisher · 14 Jul 2026
Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI
Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom , to unpack why the virtual agent category is l...
Rhys Fisher · 8 Jul 2026
Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment
Jeannie Walters and Dr. Alyona Medelyan analyze nearly 2,000 airline reviews to reveal why airline CX breaks down.
Rhys Fisher · 2 Jul 2026
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the...
Rob Scott · 1 Jul 2026
Stop Letting Your AI Agents Off the Hook
Rhys Fisher, Associate Editor at CX Today , is joined by Dave Rennyson, CEO of SuccessKPI , for a candid conversation about what it actually means to run a c...
Rhys Fisher · 1 Jul 2026
What's Keeping CX Leaders Up at Night? CMP's Nicole Kyle Has the Data
CMP Research's Nicole Kyle on the three customer contact crises of 2026: fragmented data, failing self-service, and AI change mismanagement
Rob Scott · 1 Jul 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
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
Tool Overload is Killing Your Contact Center from the Inside Out
Mitel's Stuart Aldridge on why contact center agents juggling 10-14 tools on a live call is a CX problem, not just an IT one.
Rhys Fisher · 12 Jun 2026
Is Zoom the Most Interesting Company in CX Right Now? Zeus Kerravala Thinks So
ZK Research analyst Zeus Kerravala breaks down Zoom's shift from video meetings tool to AI-powered system of action — and what it means for CX
Rhys Fisher · 8 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
Openreach's Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
Openreach's NPS was below zero. Missed appointments were rife. Here's how NiCE Cognigy's proactive AI agents turned that around.
Rhys Fisher · 21 May 2026
NiCE's $670M HMRC Megadeal – Is Enterprise CCaaS Now a Two-Horse Race?
COMMfusion's Blair Pleasant breaks down the NiCE HMRC CCaaS deal, covering hyperscalers, the Capgemini factor, and the 8-year contract.
Rhys Fisher · 11 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
Talkdesk Calls Out the AI Hype Machine – And Offers a Way Out
Learn why AI contact center operations fail, how KPIs mislead leaders, and how Talkdesk CXA Operations Center improves visibility.
Rhys Fisher · 4 May 2026
Always On, Still Losing Revenue: The Board Slide That Links Degraded CX to Churn
Always-on service isn’t just CX - it’s a commercial decision. Ross Telfer explains how service failures drives churn and hidden revenue loss.
Rob Wilkinson · 10 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
The FCC's Offshore Call Center Crackdown Could Be the Shock That Fixes a Broken Industry
FCC offshore call center regulation could reshape enterprise CX, compliance, and AI adoption, says ZK Research’s Zeus Keravala.
Rhys Fisher · 9 Apr 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
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
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
The AI Arms Race: Uncovering the Billion-Dollar Shift in Contact Centers
Rhys Fisher sits down with James Hughes, VP of Solutions at Sabio , to explore what’s really happening behind the scenes of AI’s rapid rise in the contact ...
Rhys Fisher · 4 Feb 2026