From Notifications to Revenue Drivers: Turning Support Channels into Growth Engines
Customer messaging still serves a narrow purpose for many enterprises. It delivers appointment reminders, shipping updates, payment confirmations and service...
Nicole Willing · 24 Sept 2026
How Can Community Platforms Turn Peer Engagement Into Retention?
Gainsight’s community platform approach highlights what B2B businesses should consider when connecting peer engagement and retention.
Lily Jemmett · 15 Sept 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
HubSpot Customer Agent Resolves 72% of Support Tickets Without Human Escalation
HubSpot reports 72% automated ticket resolution and rising Data Agent use, while customers scrutinise AI cost, reliability and value.
Francesca Roche · 6 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
RingCentral Sees AI Adoption Strengthen Customer Economics
RingCentral’s AI portfolio gains enterprise traction by combining automation, engagement intelligence and practical service improvements.
Francesca Roche · 27 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
Cresta's CMO on the Unified AI Workforce - and Why Synthetic Customers Are the Next Big Thing
Cresta CMO Russel Banzon on why AI agents work best alongside humans and how synthetic customers will transform enterprise CX
Sophie Wilson · 2 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
Do You Lose More Customers From Bad Recovery Than From the Original Failure?
Discover how poor CX service recovery drives more customer churn than original failures and how to build a stronger support recovery process.
Sean Nolan · 26 Jun 2026
From Reactive to Predictive: How VoC Data Is Changing the Outsourcing Conversation
Voice of Customer data has become a staple of modern customer experience programs, yet many organizations continue to struggle to turn feedback into meaningf...
Francesca Roche · 25 Jun 2026
What Traditional Outsourcing Contracts Are Actually Costing You
Hourly outsourcing contracts often hide their true commercial cost behind seemingly efficient per ‑ hour metrics, masking missed revenue opportunities. Outco...
Francesca Roche · 18 Jun 2026
Future of CX: Part 7 - 6:15 PM — The Customer We Chose to Lose
Future of CX: AI-driven retention, customer lifetime value, and predictive churn collide as a CX leader confronts the ethics of choosing which customers to keep.
Rob Scott · 8 Jun 2026
Is Your CX Strategy Just Automating Broken Journeys at Scale?
Avoid a massive customer journey optimisation failure. Learn how a proper CX orchestration evaluation mitigates automation risks.
Sophie Wilson · 27 May 2026
Why AI Agents Must Be Proven Before They Are Deployed
The push to move AI agents from pilot to production is creating a new kind of tension inside enterprises. The technology may look ready, but leaders still ha...
Rob Wilkinson · 26 May 2026
Rising Airline Prices Amid Iran War Turns CX into a Strategic Battleground
The Iran war is driving airline price rises, forcing CX leaders to protect trust, loyalty, and customer experience under pressure.
Francesca Roche · 18 May 2026
Anthropic Targets SMB AI Adoption Gap with Claude for Small Business
Anthropic launches Claude for Small Business, helping SMB teams adopt AI through existing business software.
Francesca Roche · 14 May 2026
Why Bad AI Is Costing You Customers in 2026
More than half of customers now say businesses fail them when they need help. At the same time, 42% report their expectations have risen in 2026, compared to...
Rhys Fisher · 12 May 2026
Hot Takes or Hard Truths? The 2026 AI & CX Reality Check with Transcom
Everywhere you turn, the conversation about AI and customer experience sounds the same. AI will replace the contact center. Customers don't want to talk to h...
Nicole Willing · 30 Apr 2026
Public Sector CX Is Under Systemic Pressure, and the Contact Center Shows It First
Rising volumes. Constrained budgets. Fragmented systems. Increasingly complex and vulnerable citizens. This isn’t only a capacity problem. It’s a service mod...
Rob Wilkinson · 29 Apr 2026
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
Human-First AI: Why SMBs Should Rebalance, Not Replace
Nathan Strum, CEO of Abby Connect, explains why SMBs should adopt a human-first AI strategy and why generative AI may increase CX costs.
Francesca Roche · 11 Mar 2026
The Digital-First Myth: Why Your Customers Still Want to Talk
For more than a decade, the CX space has been obsessed with ‘digital transformation’. Apps, portals, chatbots, and automated journeys have all promised the s...
Rhys Fisher · 24 Feb 2026
Why Community-Based Customer Support Is Becoming Too Valuable to Ignore
Community-based customer support reduces repeat tickets, lowers cost-to-serve, and strengthens Voice of the Customer in enterprise CX teams.
Rebekah Carter · 22 Feb 2026
How Did These 5 Huge Companies Turn CX Communities Into Massive ROI?
Discover five customer community use cases showing how peer support, feedback, and advocacy measurably improve CX outcomes in 2026.
Sophie Wilson · 17 Feb 2026