Employee Experience Is the New WFM Battleground
From conversational hiring to AI readiness, this week’s WFM news highlights the changing employee experience technology landscape.
Francesca Roche · 28 Sept 2026
Why the 2026 Conversational AI Gartner Magic Quadrant Doesn't Add Up
Wayne Butterfield questions the 2026 Gartner Conversational AI MQ, calls out an acquisition double standard, and shares what buyers should do
Rhys Fisher · 29 Jul 2026
How BYOB is Reshaping the Cost of Pipeline Generation
Outbound pipeline generation has long been constrained by workforce availability, with even the most advanced dialers and automation tools still relying on h...
Francesca Roche · 28 Jul 2026
How bunq’s Finn Evolved From AI Search to a Multilingual Financial Assistant
bunq Finn is evolving banking CX with multilingual AI support, faster resolutions, and human escalation for more complex customer needs.
Sophie Wilson · 28 Jul 2026
Klarna’s AI Customer Service Roadmap: Why Human Support Still Matters
Klarna AI customer service combines automation with human support, showing CX leaders how to improve resolution, trust, and customer effort.
Sophie Wilson · 27 Jul 2026
Why CX Leaders Should Stop Measuring Voice AI by Deflection Alone
Voice AI is changing the customer service conversation, but enterprises still need to be careful about how they measure success. Contact centers have long us...
Nicole Willing · 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
CX Has a Readiness Problem, Not an AI Problem
Avaya, IBM, Red Hat, and Gartner reveal why legacy CX architecture, slow security patching, and AI deployment readiness now matter most.
Rob Wilkinson · 21 Jul 2026
The Agentic AI Reality Check: Why Trust and Control Are Eclipsing Model Power
HubSpot, Microsoft, OpenAI, and autonomous ransomware reveal why trusted execution is becoming the defining issue in CX AI.
Rob Wilkinson · 16 Jul 2026
Voice AI Cannot Just Answer Calls. It Has to Resolve Them
Voice AI is becoming a more serious part of the enterprise customer service conversation. Legacy IVR systems are still frustrating and earlier versions of bo...
Nicole Willing · 15 Jul 2026
Gartner Magic Quadrant for Conversational AI Platforms 2026: The Rundown
Gartner has published its 2026 Magic Quadrant for Conversational AI Platforms. Discover every Leader, Challenger, Visionary, and Niche Player
Rhys Fisher · 15 Jul 2026
Beyond the Bot: Why the Next Generation of Virtual Agents Are Built for Orchestration, Not Just Automation
Some frustrations in life are fairly universal. Whether it’s someone stealing the parking spot right outside your house, accidentally stubbing your toe, or h...
Rhys Fisher · 15 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
Death of the Survey Link: The Future of Customer Feedback Is Conversational
Are traditional survey links dead? With response rates at historic lows, the answer might be yes. In this episode, Rob Scott sits down with Sprinklr’s Sonal ...
Rob Scott · 8 Jul 2026
How Casio Is Transforming CX With RingCentral - One Deliberate Step at a Time
Casio's Mike Bagala on replacing legacy infrastructure with RingCentral and using AI for agent quality control
Rob Scott · 7 Jul 2026
From Reactive to Agentic: What an AI Native Contact Centre Actually Looks Like
In this CX Today interview, Rob Wilkinson speaks with Jonathan Barouch, GM of Contact Center at Zendesk , about what “AI-native” and “agentic” actually mean ...
Rob Wilkinson · 29 Jun 2026
The Reality of Voice AI in the Contact Centre: From Pilot to Production
In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of Product Management at AudioCodes , about the practical reality of moving Voice AI ...
Marcus Law · 25 Jun 2026
The End of 'Hold Please': How AI Guidance Is Fixing the Contact Center's Biggest CX Failure
Rob Scott meets up with Jonathan 'JR' Ranger, CCO at CallMiner , on the floor of CCW Vegas 2026 to talk through the company's newly announced Real-Time AI Gu...
Rob Scott · 24 Jun 2026
Five9 Explains How Human-in-the-Loop AI Drives Better CX Outcomes
In this CX Today interview, Nicole Willing speaks with Jonathan Rosenberg, Chief Technology Officer at Five9 , about the role of human-in-the-loop design in ...
Nicole Willing · 24 Jun 2026
From Pilot to Production: How AudioCodes Live Hub Makes Voice AI Contact Centres Work at Scale
Building a voice AI agent has never been easier. LLMs are highly capable, and convincing proof of concepts that can be achieved in days. The difficulty often...
Marcus Law · 18 Jun 2026
Containment Without Trust Is Costing Your Customer Service Team More Than You Think
As AI-powered customer service becomes central to enterprise customer experience strategies, companies are discovering that trust is more than a soft brand m...
Nicole Willing · 15 Jun 2026
Why Enterprise Voice AI Projects Stall Before They Reach Production
The pilot worked. The production deployment did not. For most enterprises, the difference comes down to one thing they did not plan for: the voice layer. It ...
Marcus Law · 11 Jun 2026
Why AI Trained to Say “No” Is Failing Your Customers
There is a growing narrative that AI in customer service is being trained to “say no,” prioritizing containment and deflection to avoid passing customers ove...
Nicole Willing · 10 Jun 2026
The GenAI Divide: Why Banking Is No Longer in “Experiment Mode”
Banking has now crossed a line where experimenting with AI is now riskier than choosing to commit to it. Whilst ‘staying safe’ in the early days of experimen...
Francesca Roche · 29 May 2026
Two Lanes, One Outcome: Designing Dual Paths for Humans and AI
In this CX Today interview, Carrie Brough, Director of Strategy and Ops for TTEC Digital EMEA, argues that a single CX model is fast becoming a liability. Br...
Nicole Willing · 28 May 2026
6 Questions to Ask Your AI Vendor Before You Commit
AI is changing too quickly for static decisions. With models, vendors, and regulations shifting rapidly, buyers need to evaluate more than capability at the ...
Nicole Willing · 18 May 2026
The Last Support Revolution: How Multimodal AI Is Reinventing CX
Every major industrial revolution produced a corresponding shift in how companies support their customers. Steam power brought remote, asynchronous correspon...
Rhys Fisher · 7 May 2026
From Chatbot to Full Multimodal: A Practical CX Roadmap
From an organizational perspective, the case for multimodal AI agents in CX is fairly open and shut. Multimodal can enable richer, visual, voice-enabled inte...
Rhys Fisher · 30 Apr 2026
Microsoft Q3 2026 Earnings: The Autonomous CX Era Arrives
Microsoft Q3 2026 earnings reveal a massive shift toward autonomous CX systems. Discover how AI agents are reshaping contact centers and enterprise support.
Rob Wilkinson · 30 Apr 2026
The AI Fix for Disappearing Customer Journeys
In today's always-on world, customers don't think in channels – they think in outcomes. They want a simple question answered quickly, changes made without fr...
Christopher Carey · 29 Apr 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
Complex Products Need More Than a Chatbot
Think about the last time you called a company's support line about a broken appliance or a device that wouldn't turn on. Chances are you found yourself tryi...
Rhys Fisher · 23 Apr 2026
RocketPhone.ai Claims 1,100% Growth as Salesforce Buyers Demand Native AI
RocketPhone.ai reports 1,100% YoY customer growth, launches RocketVideo, and adds Sandyx.com expertise to expand conversation intelligence for Salesforce.
Rob Wilkinson · 5 Mar 2026
From Queue to Conversation: Redesigning the Service Journey
The queue is dead. Or at least, it should be. For decades, customer service was designed around scarcity. Limited agents, finite capacity, customers waiting ...
Rob Wilkinson · 17 Feb 2026
Voice Isn't Dead, It's Just Got Smarter
There's something a bit odd about the moment we're in with Voice AI. For years, chatbots were clunky, frustrating things that mostly made you want to yell "a...
Rob Wilkinson · 10 Feb 2026
Voice AI is Booming - But Without CX Observability, It Will Break
The most critical requirement for scaling Voice AI in contact centers is implementing CX observability before deployment - not after failures occur. In our c...
Rob Scott · 28 Jan 2026
Big CX Update: How Tata Communications Is Transforming Customer Interactions with AI
In this episode of CX Today, host Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications , to explor...
Christopher Carey · 21 Jan 2026
Defining a New Category: Why CX Observability Matters in Today's AI-Powered Contact Centers
Modern contact centers have become impossibly complex. Cloud platforms, Voice AI systems, IVRs, CRMs, telephony networks, and third-party APIs now work toget...
Rob Scott · 21 Jan 2026
Omnichat Unveils Omni AI Agent Studio to Power WhatsApp Customer Interactions
Omnichat launches AI Agent Studio as brands increasingly use WhatsApp to drive customer engagement and deliver measurable results.
Nicole Willing · 20 Jan 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
Vonage Brings Omnichannel Capabilities into Salesforce Agentforce Marketing
Vonage launches Conversations for Agentforce Marketing, integrating two-way messaging directly into Salesforce marketing workflows.
Francesca Roche · 15 Jan 2026
The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily
Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. W...
Rob Scott · 14 Jan 2026
Salesforce Puts Shared Context at the Center of Agentic Commerce
Salesforce adds features to Agentforce 360 delivering shared context across sales, service and commerce for seamless customer interactions
Nicole Willing · 12 Jan 2026
The Webex Contact Center: 5 Capabilities You Won't Find Elsewhere
CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company , to deep dive on the Webex Contact Center. Cisco's cloud contact cent...
Charlie Mitchell · 8 Jan 2026
Trustworthy AI Without the Black Box
In this discussion, host Rhys Fisher sits down with James Scott, Senior Solutions Engineer for North America at Diabolocom , to unpack one of the most pres...
Rhys Fisher · 8 Jan 2026
Zeta Global Partners With Open AI To Expand Marketing Capabilities
Zeta Global partners with OpenAI to bring AI-powered insights and automation to its Athena marketing platform.
Francesca Roche · 7 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
The Call That Cost a Fortune
Every CX leader's nightmare: the one call that went catastrophically wrong . In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Va...
Rob Scott · 30 Dec 2025
Why Real-Time AI Is Becoming Critical for Customer Experience (And Why Latency Can Kill CX)
Discover how agentic AI & chatbots are redefining customer experience through low-latency design, and empathy-driven architecture.
Thomas Walker · 28 Dec 2025
CX Today's 12 Trends of Christmas: Expert Predictions for 2026
12 CX analysts, vendors, and practitioners share their biggest customer experience predictions for 2026, from agentic AI to data governance and personalization at scale.
Rhys Fisher · 23 Dec 2025
Eurostar's Chatbot Goes Off the Rails, Security Firm Finds
Pen Test Partners identified flaws in Eurostar's customer-facing AI chatbot, revealing risks when guardrails and API controls are weak.
Nicole Willing · 22 Dec 2025
Why Do So Many Agent Assist AI Deployments Fail? The Contact Center Architecture Mistakes to Avoid
Discover how agent-assist AI can transform contact center operations by improving efficiency and customer interactions.
Thomas Walker · 21 Dec 2025
CX Trends 2025 Part 3: When AI Knows You Better Than You Know Yourself: Personalization Reaches Its Inflection Point
Read CX Trends 2025 Part 3 to find out how organizations can leverage AI for deeper and more meaningful customer personalization.
Francesca Roche · 17 Dec 2025
Zoom Launches AI Companion 3.0, Expands its AI Strategy
Discover how Zoom Launches AI Companion 3.0, providing seamless support for your meetings and chats with innovative features.
Francesca Roche · 15 Dec 2025
The Smart Automation Moves Powering Support Cost Reduction Without Breaking CX
How smart contact center automation drives support cost reduction through AI containment, self-service, routing, and workforce optimisation.
Rebekah Carter · 15 Dec 2025
Will Your CFO Approve Agentic AI? The ROI Framework CX Leaders Need to Secure Investment
Build a compelling business case for agent-assist, showcasing how an automation strategy can save money and drive customer satisfaction.
Thomas Walker · 14 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
Thoma Bravo Closes Verint Deal, Creating the “Industry’s Most Comprehensive AI-Powered CX Platform”
Explore the Thoma Bravo Verint acquisition and its implications for AI-powered customer experience platforms.
Rhys Fisher · 10 Dec 2025
Microsoft Invests $36.5BN into India and Canada for AI Initiative, Expanding Local Customer Services
Understand the significance of Microsoft's investment to localize AI in India and Canada, transforming digital landscapes and skills.
Francesca Roche · 10 Dec 2025