The Weakest Security Link in Customer Data May Be Hiding Outside the CRM
Manchester Airport cyberattack shows how fragmented customer data can create security gaps, complicate breach response and undermine AI.
Nicole Willing · 22 Sept 2026
CRM's Next Challenge Is Making Customer Context Useful to AI Agents
PwC leaders explain how AI agents, connected data, and intelligent enterprise models are reshaping the future of CRM modernization.
Nicole Willing · 14 Sept 2026
Where Does the CDP Fit in an Agentic AI Strategy?
In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru , about the changing role of custome...
Nicole Willing · 1 Sept 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
Tropical Smoothie Cafe Uses Qualtrics to Turn Reviews Into Revenue
Chris Sasser explains how Tropical Smoothie Cafe uses Qualtrics to connect customer feedback operational speed, and sales growth.
Nicole Willing · 7 Aug 2026
Context Decay Could Be Your AI’s Weakest Link
Learn why enterprise AI needs current business context to make reliable decisions across customer service and operations.
Francesca Roche · 6 Aug 2026
Inside Intelligent Workspace: How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era
Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage , about how intelligent workspaces are reshaping the agent experience...
Rob Wilkinson · 6 Aug 2026
HubSpot Got the Blame, But Does the Whole Industry Have the Same Problem?
Acoustic CMO Alexi Hatch on "signal debt," the opt-in line brands keep crossing, and why borrowed enrichment data is a major CX problem.
Rhys Fisher · 4 Aug 2026
The AI Personalization Trap CX Leaders Must Avoid
Kristen Zhou of Treasure AI and Guy Bourgault of Concentrix warn that AI personalization could damage customer trust without strong consent.
Nicole Willing · 30 Jul 2026
How to Stop Your Sales Teams From Hurting CX
Find out why improving seller behavior could help organizations build stronger customer relationships from day one.
Francesca Roche · 29 Jul 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
SAP's CMO on Why Brands Are Sitting on a "Dark Data" Time Bomb
SAP Engagement Cloud CMO on why 43% of Gen Z using AI agents to buy is forcing brands to rethink how they act on customer data.
Rhys Fisher · 24 Jul 2026
The CRM Stack Is Cracking, Treasure AI Warns
Treasure AI’s Rafael Flores explains why legacy CRM and CDP stacks may be too slow for AI-native customer engagement.
Nicole Willing · 20 Jul 2026
"Your AI Shouldn't Own the Relationship" The CRM Relationship Trap
Learn how to improve your AI-led CRM, reduce sales friction, and keep trust central to customer engagement.
Francesca Roche · 10 Jul 2026
Legacy CX Platforms Turn to AI-Native Acquisitions as Agent Race Heats Up
The Salesforce Fin acquisition shows legacy CRM platforms are buying AI-native CX capabilities to move fast, says John Kim, CEO of Delight.ai.
Nicole Willing · 7 Jul 2026
Is Your Travel Brand About to Become Invisible? TikTok Go Is Changing the Rules
Danielle Harvey joins CX Today to discuss how TikTok is reshaping travel, and how brands can protect relationships in a social commerce world.
Francesca Roche · 1 Jul 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
From Conversation to Case Action: Automating ServiceNow Workflows from Live Voice with Vonage
Rob Wilkinson speaks with Jonathan Kershaw, Director of Product Management at Vonage , about how live voice can bring real-time voice transcription and con...
Rob Wilkinson · 16 Jun 2026
Salesforce Agentforce Heats Up the Consolidation Fight, UJET Says It Could Backfire
UJET's Baker Johnson argues that Salesforce's Agentforce contact center push risks deepening vendor lock-in rather than solving it.
Rob Wilkinson · 11 Jun 2026
CX AI Needs Outcomes, Not Tokens
Kustomer CEO Brad Birnbaum explains why deflection rates and handle time are no longer enough, and how CX leaders should be measuring AI.
Rob Wilkinson · 10 Jun 2026
Legacy CRM Wasn’t Built for AI: The Case for a New Stack
Jason Eubanks, Co-Founder and CEO of Aurasell, on why legacy CRM systems may struggle with agentic AI and what CX leaders should ask vendors.
Nicole Willing · 5 Jun 2026
Turning CRM Data Into Action: A Practical Playbook for CX Leaders
Learn how CX leaders can turn CRM and CDP data into systems of action with AI and outcome-led metrics that reduce customer effort.
Nicole Willing · 19 May 2026
Why In-Person Marketing Is Still Broken: How to Transform Event Marketing
Mobly CEO Zach Barney discusses how AI is transforming event marketing into a measurable customer experience channel.
Francesca Roche · 6 May 2026
Breaking Data Silos Across Teams and Systems to Deliver Connected Customer Journeys
In this CX Today conversation, Nicole Willing speaks with Keith Wilson, Executive Director of Product Management for Customer Experience at CSG , about why f...
Nicole Willing · 7 Apr 2026
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
Why Mobile CX Is the New Power Move for Contact Centers
Diabolocom's James Scott reveals how Mobile CX is transforming customer interactions to drive measurable ROI.
Rhys Fisher · 5 Nov 2025
How a CDP Goes Beyond a CRM and Unleashes Omni-Data Insights for Your CX
The customer experience landscape is evolving rapidly, and traditional CRM systems are struggling to keep pace with modern demands. In this insightful conver...
Guest Blogger · 5 Aug 2025
Content Guru on Gartner's Latest CCaaS Study, Converging CCaaS-CDP
Content Guru has achieved a remarkable milestone in customer satisfaction, standing out as the only vendor in Gartner's latest CCaaS Peer Insights report wit...
Charlie Mitchell · 19 Jun 2025
Salesforce Update - The Layoffs, 1,000 Agentforce Deals, & the AI Energy Score
Watch on YouTube. In this episode of our Salesforce Update Show, CX Today's Charlie Mitchell hosts three expert customer experience analysts to discuss the l...
Charlie Mitchell · 27 Feb 2025
Contact Center Trends for 2025: What's Hot and What's Not?
CX Today's Charlie Mitchell hosts Simon Adnett, VP of Sales - UK&I / EMEA at Enghouse Interactive . We introduce a host of contact center trends for 2025. Be...
Charlie Mitchell · 12 Feb 2025
Salesforce Update - Agentforce 2.0, Atlas, & the New-Look Slack (January 2025)
Watch on YouTube. In the first episode of our Salesforce Update show, CX Today's Charlie Mitchell hosts two expert customer experience analysts to discuss th...
Charlie Mitchell · 23 Jan 2025
Addressing New Challenges in CX through Partnership
CX Today 's Susie Harrison hosts Hussam Dwairi, CTO at 2P Perfect Presentation to explore his company's partnership with Bright Pattern . In this session, we...
Susie Harrison · 16 Dec 2024
How to Ensure the Ethical, Compliant Use of Contact Center AI
CX Today 's Charlie Mitchell hosts Steve Nattress, VP of Product Management at Enghouse Interactive . In this session, we explore the ethical considerations ...
Charlie Mitchell · 16 Dec 2024
5 Customer Experience Trends for 2025 & Beyond
CX Today 's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025. To run through them, he's joined by: Barry Cooper, Pre...
Charlie Mitchell · 10 Dec 2024
The Power of Partnership in Elevating CX
CX Today 's Susie Harrison hosts Dave Hampton, Head of Managed Services at Ultima Business Solutions , to explore their evolutionary and mutually beneficia...
Susie Harrison · 22 Nov 2024
Exploring the Next Big Trends in CX
CX Today's Susie Harrison is joined by Jamie Snaddon , Managing Director , EMEA at 8x8 . In this session, we cover: The biggest trend now and where it will t...
Susie Harrison · 13 Nov 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
Lean Customer Operations: The Concept That Transformed CX at Pearson
CX Today's Charlie Mitchell hosts Shantel Love, VP of Customer Success at Pearson. Broadcast from CCW 2024 in Las Vegas, we introduce the concept of "lean cu...
Charlie Mitchell · 7 Jun 2024
The Latest on Microsoft’s "Copilot-First" CCaaS Platform, the New Five9-Salesforce Integration, & More
CX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst at ZK Research, to run through all the big news from CCW 2024. In the intervi...
Charlie Mitchell · 6 Jun 2024
The Google-HubSpot Acquisition Rumors: Could It Really Happen?
Watch on YouTube CX Today's Charlie Mitchell hosts Liz Miller, VP & Principal Analyst at Constellation Research and Rebecca Wetteman, CEO & Principal Analyst...
Charlie Mitchell · 16 Apr 2024
Ground Your AI Strategy on Data, Says Salesforce Exec
Watch on YouTube. In an exclusive interview from Enterprise Connect 2024, Rob Scott of CX Today speaks with Ryan Nichols, Chief Product Officer of Service Cl...
Rob Scott · 28 Mar 2024
SumUp Moves Its Global Contact Center Operations to the Cloud with Five9
Watch on YouTube. CX Today's Charlie Mitchell hosts Bruno Fransoni, Technical Product Manager of Contact Center and CRM at SumUp . We walk through SumUp's ...
Charlie Mitchell · 6 Dec 2023
Don’t Expect Zoom’s Innovative Streak to Slow Down
Watch on YouTube Rob Scott speaks with Smita Hashim, Zoom's Chief Product Officer , at this year's Zoomtopia 2023 event. Fresh off the Day One keynote, Smita...
Rob Scott · 4 Oct 2023
BIG CX News - Dreamforce Special! The Latest on the Einstein 1 Platform, Copilot, & More
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from Dreamforce 2023. He's joined by four prominent CX analysts to dissect th...
Charlie Mitchell · 27 Sept 2023
BIG CX News - The Latest on the Salesforce & Genesys Joint Platform and Five9's Aceyus Acquisition
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analys...
Charlie Mitchell · 13 Sept 2023
BIG CX News - The Latest on Microsoft Sales Copilot, Salesforce AI Cloud, and Zoom In WFM
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 · 11 Aug 2023
Barnardo's Discusses Its CRM Selection Process and Implementation
Watch on YouTube. CX Today's Charlie Mitchell hosts Melissa Bell, the Executive Leader of Practice Quality at Barnardo's Australia . We discuss Barnardo's CR...
Charlie Mitchell · 8 Aug 2023
Will CRM Systems Replace Contact Center Platforms?
Watch on YouTube. CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance. In this session, we consider the evolution of CRM systems, discussing: Whether...
Charlie Mitchell · 17 Feb 2023
A ChatGPT-Powered Voicebot Demo and Conversation with the Microsoft Engineer
Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of a voicebot that combines Azure’s new Open AI platform with Azure Communication Services Ca...
Charlie Mitchell · 16 Feb 2023
The CX Awards 2023: Shortlist of Finalists Revealed
Register to attend the final 👉 Competition within the CX tech market is rife, with hundreds of vendors from CCaaS to CRM promising to deliver a significant R...
Charlie Mitchell · 3 Feb 2023
The New Salesforce and Google CCaaS Platforms: First Impressions
Watch on YouTube . CX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst at ZK Research . In this session, we discuss the entrance ...
Charlie Mitchell · 31 Oct 2022
Assessing the Microsoft Digital Contact Center
In this session we discuss the following: First impressions of the Microsoft Digital Contact Center Platform The most impressive capabilities of the CCaaS so...
Charlie Mitchell · 8 Aug 2022
Microsoft Discusses its New Digital Contact Center Platform
In this session we discuss the following: Why Microsoft see such an opportunity within the contact center space The Nuance-enabled features help differentiat...
Charlie Mitchell · 1 Aug 2022
Enabling Awesome CX in CRM with makepositive
CX Today's Sandra Radlovački hosts Omar Paul, Delivery Director, makepositive, part of Sabio Group. In this session we discuss the following: Top challenges ...
Sandra Radlovački · 29 Jun 2022
5 Trends Driving CRM Innovation
CX Today's Charlie Mitchell hosts Martin Taylor, Director of Content Guru. In this session, we consider the future of CRM, discussing the following five tren...
Charlie Mitchell · 13 Jun 2022
Zendesk Discusses Its Latest CRM Innovations
Watch and subscribe on Youtube . In this session, we explore the latest CRM innovations from Zendesk, discussing: A rundown of the new Zendesk CRM capabiliti...
Charlie Mitchell · 13 May 2022
The Future of CX in a Post-Pandemic World and the Role of CRM
Watch on YouTube In this session we discuss the following: As we surface from the pandemic, why should business leaders prioritise customer experience? Has t...
Rob Scott · 21 Jul 2021
The Future of CX Starts with the CRM
Watch on YouTube In this session we discuss the following: CRM challenges in modern businesses Lost revenue opportunities Driving better CX with CRM If you’r...
David Dungay · 19 Jul 2021
The Past, Present and Future of CRM
Watch on YouTube . In this session we discuss the following: The problems that the CRM category emerged to address Surprises in the ways the CRM category has...
William Smith · 17 Jun 2021
How Data Driven Insights Transform Customer Engagement
Watch on YouTube . Introduction to Content Guru’s CRM system Storm CKS How it helps contact centre staff become ‘Knowledge Agents’ Why it’s so important for ...
Carly Read · 26 Apr 2021