Customer Service Automation Software
Freshworks Celebrates 90% Freshdesk Omni Migration With Autonomous Support Expansion
Freshworks advances its CX AI strategy with Freshdesk Omni, Freddy AI agents and growing autonomous customer support adoption.
Francesca Roche · 5 Aug 2026
Why Forrester Believes Employee Experience Drives Better Customer Outcomes
Forrester's latest TX Score update aims to encourages CX leaders to prioritize employee experience ahead of seasonal customer demand.
Francesca Roche · 4 Aug 2026
How Age UK Uses Twilio To Tackle The Loneliness Epidemic
Discover how Twilio Flex helps Age UK deliver telephone companionship to isolated older people across the UK.
Francesca Roche · 16 Jul 2026
Vonage On Bridging ITSM And CSM In ServiceNow Without Losing Context
Enterprises already run mature ITSM processes. Many also run customer-facing service operations with different priorities and tools. The trouble starts when ...
Rob Wilkinson · 16 Jul 2026
Genesys Report Reveals CX Loyalty Is Now At Make-or-Break
Customer expectations have never been higher, with Genesys revealing rising pressure on brands to deliver seamless AI-enabled service.
Francesca Roche · 14 Jul 2026
How to Optimize AI Bots Using Real Customer Conversations
For many organizations, getting an AI bot live is a milestone, but sustaining its performance is where the real work begins. Bots built on static assumptions...
Francesca Roche · 14 Jul 2026
The Hidden Risks of Rushing into Customer Automation
The pressure to automate is outpacing organizational readiness. As enterprises race to deploy AI-powered bots and virtual agents, automation can quietly erod...
Francesca Roche · 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
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
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 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
AI Hallucinations in Banking are a CX Risk, Not Just a Technical One
AI hallucinations are a significant frontline CX and governance risk for financial services, threatening to create customer harm, compliance exposure, and re...
Francesca Roche · 4 Jun 2026
The Contact Center AI Gap Nobody in the Boardroom Wants to Talk About
The scene is familiar to almost every CX leader working in a mid-to-large enterprise today. The CEO has seen the numbers. Salesforce cut its own customer sup...
Rob Scott · 3 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
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
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
What Liverpool FC's SAS Partnership Tells Us About AI-Powered Fan Engagement
Liverpool FC's multiyear SAS partnership is a case study in AI-powered fan engagement. Here's what IT leaders evaluating martech can learn.
Sean Nolan · 29 Apr 2026
Containment Metrics Are Killing Customer Trust, Says Amazon Connect
Containment is up. Repeat contacts are up. Trust is leaking — and the metrics you're watching aren't designed to show it. As a customer, I can forgive a dela...
Rob Wilkinson · 28 Apr 2026
Uber and Rivian’s Driverless Rides Are Coming, But Is The CX Model Ready?
Uber and Rivian’s robotaxi model improves reliability but introduces CX risks around transparency, accountability, and reassurance.
Francesca Roche · 23 Mar 2026
How AI Turns Your Existing Contact Center Team into a Revenue Engine
For a long time, the contact center's relationship with AI has seemingly been framed around one question: how many jobs can it cut? It's an understandable in...
Rhys Fisher · 3 Mar 2026