Why B2B Communities Are No Longer Optional – They Are Revenue Engines
Discover how community engagement platforms are transforming B2B customer relationships, trust, and long-term commercial performance.
Francesca Roche · 21 Apr 2026
Contact Center Expo UK 2025 – What to Expect
Explore the future of customer experience at Contact Center Expo 2025 and network with top professionals in the industry.
Francesca Roche · 5 Nov 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
Introducing the Judges for the CX Awards 2025
Every day, an AI startup, an industry stalwart, or a big tech giant seems to bring a new solution to market, promising to transform customer experiences. Yet...
Charlie Mitchell · 6 May 2025
CX Awards 2025: 5 Reasons to Get Involved
With the 2025 edition of the CX Awards just around the corner, entries are flying in from across the CX space. Back and bigger than ever, the extended catego...
Floyd March · 28 Apr 2025
It’s Back! The CX Awards Returns for 2025
The CX Awards is an annual celebration of the best in customer experience innovation. Until this point in 2025, agentic AI has captured most of the media att...
Charlie Mitchell · 31 Mar 2025
AI in Customer Support: 7 Industry Pros Share Their Predictions
Enterprise technology is evolving at an unprecedented speed, and AI is the rocket fuel. Yet, customer support teams have little experience with AI beyond pre...
Charlie Mitchell · 18 Feb 2025
Customer Experience Challenges: 7 Industry Pros Share Their Most Pressing Problems
An excellent customer experience is simple and seamless. Yet, designing such an experience is often anything but. Indeed, finding the winning formula is taxi...
Floyd March · 11 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
10 Customer Experience Leaders Share Their Most Valuable Lessons
When leaders share best practices and learn from one another, customer experiences improve. In this spirit, CX Today’s All-Star initiative was born. Today’s ...
Floyd March · 4 Feb 2025
CX Today Relaunches Its CX All-Stars Programs
After a successful launch in 2024 - which saw over 130 members join the CX Today All-Stars Initiative - CX Today is proud to relaunch the initiative for 2025...
Floyd March · 28 Jan 2025
CX Predictions for 2024: What Came True?
As 2024 draws to a close, and before we share expert predictions for 2025, the landscape of customer experience has been profoundly reshaped by the trends pr...
John Davis · 2 Dec 2024
CX Today Launches the Inaugural CX Leaders Awards
CX Today is excited to announce the launch of the CX Leaders Awards, a brand-new initiative dedicated to celebrating the individuals who are driving the futu...
John Davis · 20 Aug 2024
Contact Center WFM: A Best Practice Guide
There are four cornerstone disciplines of contact center workforce management (WFM): forecasting, scheduling, intraday management, and review. The review pie...
Charlie Mitchell · 20 Aug 2024
6 Workforce Engagement Software Trends to Watch in 2024
Today’s business leaders know that investing in workforce engagement is crucial to increasing profits, improving customer experiences , and reducing operatio...
Rebekah Carter · 9 Aug 2024
CX All-Stars: Generative AI Reigns Supreme in 2024
In order to learn more about the solutions and tools that our 50 CX All-Stars will be leveraging in 2024, we asked them to provide details on the tech that t...
Rhys Fisher · 25 Jul 2024
Agent Assist: Use Cases, Benefits, & Providers
Agent assist is not a new subset of customer experience technology. Contact centers have leveraged tools for years to recommend next-best actions, proactivel...
Charlie Mitchell · 24 Jul 2024
Big CX News - The Latest on the Google-HubSpot Fallout, Patagonia's Call Center AI Lawsuit, & More
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 · 24 Jul 2024
“The Tip of the Iceberg”: Analysts React to the Contact Center AI Lawsuit Against Patagonia
Last week, Michelle Gills of Willits, California, filed a lawsuit against Patagonia for leveraging Talkdesk’s contact center AI tools. The AI tools – which i...
Charlie Mitchell · 22 Jul 2024
CX All-Stars: Leaders Choose Their Business Heroes
A familiar face received plenty of attention, but elsewhere our leaders were fairly split on the business professionals who inspired and impressed them most....
Rhys Fisher · 18 Jul 2024
The UK Government is Experimenting with GenAI Chatbots
The UK Government Digital Service (GDS) has been experimenting with generative AI (GenAI) for its GOV.UK Chat solution ... with mixed results. As part of the...
Rhys Fisher · 16 Jul 2024
CX All-Stars: Leaders Name Their Biggest Challenges of 2024
As part of our inaugural CX All-Stars series, we decided to ask the 50 CX Leaders to name the biggest challenge they anticipate facing this year.
Rhys Fisher · 11 Jul 2024
CX Today Launches CX All-Stars
CX Today is proud to launch the CX All-Stars initiative, a dynamic series designed to spotlight and celebrate the industry's top contributors, innovators, an...
Tom Wright · 11 Jul 2024
CX All-Stars: Leaders Reveal Their Biggest Business Mistakes
Despite boasting impressive portfolios overflowing with award-winning, business-boosting customer experience accolades, our All-Stars are still human. And li...
Rhys Fisher · 1 Jul 2024
CRM for Customer Service: AI, Other Trends, & Providers
As CRM systems swallow up more of the service stack, they are becoming increasingly central to day-to-day contact center operations. The latest AI innovation...
Charlie Mitchell · 28 Jun 2024
Big CX News - The Latest the Microsoft Dynamics 365 Contact Center, NICE MPower, & Salesforce
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 · 27 Jun 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
Big CX News - The Latest on the Salesforce-Informatica Fallout, Avaya-Edify Acquisition, & More
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 · 16 May 2024
CPaaS Platforms: Trends, Industries, and Differentiators
According to Gartner, 90 percent of businesses will leverage CPaaS platforms by 2026. In 2022, the figure stood at just 30 percent. That represents an extrao...
Charlie Mitchell · 19 Apr 2024
BIG CX News - Enterprise Connect 2024: The Roundup ft. Five9, Cisco, Salesforce & More
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five9 prominent CX analyst...
Charlie Mitchell · 5 Apr 2024
Call & Contact Center Expo USA 2024: Claim Your Free Ticket!
The 2024 Call & Contact Center Expo USA returns next month, and CX Today readers can secure a free ticket with the code: CXTD100 . To activate this code, vis...
Charlie Mitchell · 21 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
Customer Journey Orchestration: Features, Examples, & Predictions
Orchestration solutions connect customer data and place it within the context of the customer journey, paving the way for real-time, personalized experiences...
Charlie Mitchell · 21 Feb 2024
Big CX News from Microsoft, Amazon, & Webex
From the release of a highly-anticipated virtual assistant to insightful market research, here are some extracts from our most popular news stories over the ...
Charlie Mitchell · 9 Feb 2024
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
Contact Center Workforce Management: The Complete Guide
Contact center workforce management (WFM) is among the most valuable tools in the current CX landscape. More than just a solution for optimizing schedules, t...
Rebekah Carter · 2 Feb 2024
ERP vs CRM: What’s the Difference and Which Do You Need?
ERP vs CRM: What's the difference, and how do you know which solution you need? At a glance, both of these crucial business tools seem very similar. They ser...
Rebekah Carter · 26 Jan 2024
Contact Center Generative AI: Use Cases, Risks, & Predictions
The customer experience space is awash with generative AI (GenAI) innovation. Whether it’s supporting supervisors, agents, or customers, lots of use cases ca...
Charlie Mitchell · 25 Jan 2024
BIG CX News - The Latest on Twilio's CEO Change & Zendesk's Klaus Acquisition
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 · 24 Jan 2024
9 Top Verint Workforce Management Features for CX Productivity
Boasting the highest customer satisfaction ratings in the industry, Verint Workforce Management makes optimizing your contact center team simple. This compre...
Rebekah Carter · 27 Dec 2023
The Faces Behind the Decisions: Get Acquainted with Our Esteemed Judges
Customer experience innovation is accelerating at an unprecedented pace, with increasing SaaS maturity, converging platforms, and – of course – generative AI...
Charlie Mitchell · 21 Dec 2023
Immersive Customer Experience: Examples, Trends, and Providers
When Apple announced its Vision Pro headset in June, the hype around immersive customer experiences picked up after a long-term plateau. Now, there is an exp...
Charlie Mitchell · 21 Dec 2023
5 Reasons to Invest in Immersive Customer Experience in 2024
Immersive customer experience is the future. For years, companies have been adapting to a shifting landscape, recognizing that excellent experiences are the ...
Rebekah Carter · 12 Dec 2023
CPaaS In Customer Experience: Examples, Trends, & Providers
Gartner recently released its inaugural Magic Quadrant for CPaaS – a sign of the technology’s growing enterprise significance. Inside, the analyst estimated ...
Charlie Mitchell · 22 Nov 2023
The Top Zoom Contact Center Features to Empower Agents
If you’re searching for the best Zoom contact center features to empower your teams and unlock CX enhancements, you’re in the right place. Zoom might be best...
Rebekah Carter · 9 Nov 2023
Contact Center Automation: Trends, Tricks, and Tools – CX Today Roundtable
From simple agent desktop to GenAI-fueled automations, contact centers have more opportunities than ever to mechanize tasks. Many of these of these are agent...
Charlie Mitchell · 24 Oct 2023
Contact Center Intelligence: Benefits and Opportunities
The topic of “contact center intelligence” has become increasingly popular in recent years. In virtually every industry, companies are experimenting with evo...
Rebekah Carter · 6 Oct 2023
Hearing vs Listening: 5 Ways to Ace Active Listening in Call Centers
"Active listening" is among the key tenets of any communication strategy In its simplest sense, it means you're paying undivided attention to the other party...
CX Today Team · 22 Sept 2023
Unifying CCaaS & UCaaS – CX Today Roundtable
CCaaS vendors are continuously adding new solutions from adjacent markets to their rosters. Workforce engagement management (WEM), conversational AI, interac...
Charlie Mitchell · 19 Sept 2023
9 Ways to Improve Communication in Customer Service
Mastering communication in customer service might seem like a simple concept. However, as the contact center continues to evolve, preserving clear, effective...
Rebekah Carter · 1 Sept 2023
Customer Experience Analytics: The Benefits and Opportunities
Are you making the most of your customer experience analytics? Most business owners know how important it is to monitor metrics and collect essential insight...
Rebekah Carter · 26 Aug 2023
Conversational AI for Customer Service: Market Growth
Excitement around conversational AI for customer service has grown significantly in recent years. The advent of generative AI and increased investment in int...
Rebekah Carter · 22 Aug 2023
Contact Center Compliance: The Pitfalls, Best Practices, and Tech
Ensuring contact center compliance is a thankless task. After all, most regulations are incredibly intricate, long-winded, and – most critically – punishable...
Charlie Mitchell · 15 Aug 2023
Video for Customer Service, Engagement, & Retention – CX Today Roundtable
For years, many brands have resisted the temptation to incorporate video into their CX stack. Some worry that it may lead to longer, more expensive customer ...
Charlie Mitchell · 18 Jul 2023
Contact Center Automation Trends to Watch This Year
Contact center automation trends and AI innovations are the hottest topics at almost every CX event this year. Every contact center vendor is looking for new...
Rebekah Carter · 14 Jul 2023
What is Contact Center AI? Tips, Benefits and Opportunities
Contact Center AI represents perhaps the most exciting opportunity for virtually any company focused on customer experience today. Companies have been lookin...
Rebekah Carter · 7 Jul 2023
What's Next for the Voice of the Customer Market? – CX Today Roundtable
The voice of the customer (VoC) market looks much different today than it did five years ago. Advances in natural language processing, system integrations, a...
Charlie Mitchell · 21 Jun 2023
Top Voice Of The Customer Events for 2023
Customer experiences have evolved significantly in the last few years. Interactions between businesses and their target audiences have grown more omnidirecti...
Rebekah Carter · 8 Jun 2023
Genesys Hops on the Generative AI Bandwagon, Offers 30-Day Trial of Its New Solution
Genesys has released a new agent-assist capability to auto-summarize customer conversations across voice and digital channels. In doing so, it automates much...
Charlie Mitchell · 5 Jun 2023
What's Next for the Conversational AI Space? – CX Today Roundtable
"It's going to be a wild year in conversational AI," predicted Bradley Metrock – a prominent market thought leader – during a recent CX Today interview. Give...
Charlie Mitchell · 18 May 2023