AEO Is Not SEO With a New Acronym: The Metrics CX Leaders Need to Track Now
AEO is forcing CX and marketing leaders to measure something traditional search analytics cannot fully show: whether a brand is visible, accurately described...
Rob Wilkinson · 21 Sept 2026
The Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask
In this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr , about how AI-generated answers are changing customer di...
Rob Wilkinson · 7 Sept 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
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
The Contact Center AI Governance Gap Is Costing You
When it comes to conversations about AI in the contact center, more often than not, the technology discussion is thorough, but the governance discussion is r...
Rhys Fisher · 9 Jul 2026
Vonage Integration with ServiceNow Addresses the "Two-Desktop" Challenge
Service leaders already know the pattern. A call comes in and an agent starts hunting. They jump between the telephony desktop, ServiceNow, and whatever syst...
Rob Wilkinson · 8 Jul 2026
Gartner Data: 49% of U.S. Consumers Say AI Has Made Content Quality Worse
Increasingly consumers believe AI makes content worse. Explore how CMOs can combat AI-driven content skepticism and marketing fatigue.
Sean Nolan · 10 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
NiCE World 2026: Where CX AI Gets Real in Orlando
NiCE World 2026 brings CX, contact center, and AI leaders to Orlando with Scott Russell, Jason Sudeikis, AI agents, and CXone sessions.
Rob Wilkinson · 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
Why Your Brand Is Invisible in AI Search and What Marketers Must Fix
How AI-generated answers, sentiment, and structured data are redefining brand visibility and customer discovery.
Francesca Roche · 13 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
AWS Delivers Its Fastest Growth in 15 Quarters, CEO Announces
AWS posts a 15-quarter high growth rate, driven by modernization projects and production-grade generative AI deployments.
Francesca Roche · 4 May 2026
Who Is Liable for AI-Generated Customer Responses?
Reduce AI risk in customer conversations with clear governance, escalation rules, and content controls built for regulated environments
Thomas Walker · 24 Apr 2026
How to Find Generative AI Use Cases That Actually Pay Off
Learn how CIOs pick repeatable generative ai enterprise use cases, measure ROI, and scale safely with governance.
Thomas Walker · 22 Apr 2026
Achieving AI ROI: From GenAI Experiments to Agentic Impact
In 2026 organizations will be expecting to see a return on investment from the GenAI tools they’ve invested in recent years, especially as they look at build...
Nicole Willing · 22 Apr 2026
Avid and Google Cloud Partnership Reshapes Media Production with Agentic AI
Avid and Google Cloud integrate agentic AI to improve media production speed, scalability, and personalized content delivery across workflows
Francesca Roche · 20 Apr 2026
Twilio SIGNAL 2026: Where AI CX Gets Held Accountable
Twilio SIGNAL 2026 runs May 6-7 in San Francisco. Explore pricing, agenda highlights, key sessions on AI, voice, and data, plus speaker watchlist.
Rob Wilkinson · 20 Apr 2026
AI Slop Is a Customer Experience Problem – Is Multimodal the Cure
Do you think AI has actually made customer support better? For businesses, the answer is mostly yes. Costs have come down, coverage has expanded, and chatbot...
Rhys Fisher · 16 Apr 2026
GenAI Is Growing at 34% CAGR — and It’s Exposing the Contact Center’s Biggest Weakness
Fragmented AI tools lose context. Here’s what “unified” really means for CCaaS, GenAI ROI, and CRM/ITSM integrations at scale.
Alex Cole · 15 Apr 2026
The Smart SMB Play for CX: Transparent, Integrated, Practical AI
GoTo is urging SMBs to rethink how they adopt AI for customer experience, shifting the focus from hype-driven experimentation to practical, purpose-built too...
Rob Wilkinson · 8 Apr 2026
Cresta Launches Knowledge Agent To Reduce Agent Tab Switching
Cresta Knowledge Agent adds a persistent browser sidebar that uses conversation and on-screen context to surface real-time answers for agents.
Rob Wilkinson · 18 Mar 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
Woolworths “Angry Mother” AI Chatbot Sparks Concerns Over Misleading Responses
Woolworths updates Olive chatbot after reports of irrelevant personal stories, highlighting risks of generative AI without proper safeguards.
Francesca Roche · 26 Feb 2026
WPP and Adobe Expand AI Partnership Aims to Transform Marketing Operations
Adobe and WPP expand partnership to unify AI-driven marketing, streamline workflows, and scale personalised customer experience.
Francesca Roche · 25 Feb 2026
OpenAI’s Consulting Play, CX Leaders Might Get Sidelined
OpenAI Frontier Alliances with BCG, McKinsey, Accenture, and Capgemini signal scaled agentic AI, and CX leaders must set guardrails early.
Rob Wilkinson · 24 Feb 2026
Unilever and Google Cloud Launch Five Year AI Partnership to Modernize Marketing and Operations
Unilever and Google Cloud announce partnership to enhance marketing performance, product discovery, and CX with AI tools and agentic systems
Francesca Roche · 18 Feb 2026
BNP Paribas Backs AI Startup Incio, Here’s The CX Catch
BNP Paribas Personal Finance UK partners with Inicio AI to embed Budgie in the Creation Finance app, testing AI affordability journeys and CX impact.
Rob Wilkinson · 17 Feb 2026
HCLTech and Cisco Launch AI-Driven Unified Contact Center Platform For Proactive Customer Engagement
HCLTech and Cisco introduce a unified AI-powered solution for proactive engagement, automation, cloud migration, and enterprise CX.
Francesca Roche · 16 Feb 2026
Starmer Targets Addictive Social UX, CX Leaders Must Not Ignore
Keir Starmer signals tougher online safety rules for AI chatbots and youth protections. What it means for CX leaders, vendors, and ops.
Rob Wilkinson · 16 Feb 2026
AI Agents + Humans: Lloyds, Mastercard, and Others Lead Agentic AI Adoption
Lloyds, Mastercard, Bank of Valletta, CommBank, and Nationwide show how agentic AI and hybrid teams are reshaping banking CX, from fraud to mortgages.
Rob Wilkinson · 10 Feb 2026
EU AI Act: Why The 2026 Reckoning for CX Is Global
It is February 2026. The year of experimentation is over, and the year of enforcement has begun. For the last two years, Customer Experience (CX) leaders hav...
Rob Wilkinson · 5 Feb 2026
AI's Broken Promise: Customer Service Automation Costs Set to Soar
Gartner warns gen AI customer service costs will hit $3 per resolution by 2030—more than offshore agents. Hidden infrastructure expenses and ending subsidies threaten ROI. What CX leaders need to know.
Rhys Fisher · 3 Feb 2026
The AI Bill Comes Due: Will Costs Derail CX Innovation in 2026?
How rising AI infrastructure and inference costs could threaten enterprise CX adoption and what buyers must do to prepare.
Nicole Willing · 30 Jan 2026
Free UK AI Training Gives CX Leaders a Rare Skills Advantage
The UK is offering free AI skills training to every adult. Discover what this means for CX leaders, AI adoption, and how to build AI‑ready customer experience teams.
Rob Wilkinson · 28 Jan 2026
A Google Calendar Invite, a Hidden Prompt, and a New Kind of AI Security Problem
Security researchers warn that AI assistants like Gemini and Copilot can be manipulated through natural language to expose sensitive data.
Nicole Willing · 22 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
Marketers Face Higher Expectations Across Search and AI Tools, Gartner Finds
Gartner research shows how generative and agentic AI are reshaping search, personalization, and customer expectations.
Francesca Roche · 21 Jan 2026
The Future of AI in Marketing: Inside the 2030 Martech Toolkit
Discover the future of AI in marketing and how 2030 martech stacks will harness the power of co-pilots, unified data, and automation.
Sean Nolan · 18 Jan 2026
The Silent Spiral: When Monitoring Systems Miss What Matters Most
Most CX leaders assume their monitoring systems will alert them when something goes wrong. But what happens when a failure is invisible to every dashboard de...
Rob Scott · 15 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
The Black Friday Nightmare: What Happens When AI Testing Fails
Imagine this: It's 6:11 AM on Black Friday. Your AI agent, deployed after 18 months of development and $12 million in investment, begins confidently quoting ...
Rob Scott · 8 Jan 2026
Capgemini Reveals How Transparency and Connection Now Drive Consumer Loyalty
Capgemini has released its 2026 Consumer Report , detailing how consumer value has now shifted toward fairness, transparency, and emotional connection. The t...
Francesca Roche · 6 Jan 2026
The Rising Popularity of SMBs: Why Are Smaller Enterprises Gaining Traction in the CX Space?
SMB popularity is on the rise, and more vendors are suddenly starting to take notice of their customer platform results. Traditionally, smaller-sized enterpr...
Francesca Roche · 5 Jan 2026
You’re Missing the Secret to Choosing AI Personalization Engines That Pay Off
Learn how to choose AI personalization engines that don't over-message, miscommunicate, or frustrate your customers.
Rebekah Carter · 3 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 AI Transparency Crisis Putting CX, Compliance, and Trust at Risk
AI transparency is essential for regulated CX. Learn how audit-ready AI and explainability help teams prevent risk and build trust.
Rebekah Carter · 30 Dec 2025
Unpacking Forrester’s CX Predictions for 2026
As 2026 rolls around the corner, a new wave of customer experience predictions is coming in, with experts and analysts from across the CX industry keen to fo...
Francesca Roche · 29 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
Buyer Attention Waning? Marketing Fatigue Is Killing Your Funnel
Marketing fatigue is killing your funnel. Here's how you can really keep buyer attention, and avoid churn in a noisy world.
Rebekah Carter · 26 Dec 2025
Why ERP Systems Matter More When Customer Expectations Keep Rising
Explore how ERP systems for CX can unify business functions, enhancing collaboration and improving customer experiences.
Rebekah Carter · 24 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
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
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 Visibility Crisis: Why You Need Generative Engine Optimization Now
Is your marketing customers invisible to AI search engines and machine customers? It's time to invest in generative engine optimization.
Rebekah Carter · 12 Dec 2025
Why Enterprise CX Leaders Don’t Trust Generative AI Alone
As a rule, people who offer you the ‘best of both worlds’ usually can’t be trusted. Too often, it’s a brand flogging their new ‘healthy’, sugar-free dessert,...
Rhys Fisher · 11 Dec 2025
How Do You Build a Predictive CX Strategy With AI - And Why Do Most Companies Get It Wrong?
Explore how predictive CX transforms customer experience by anticipating needs and reducing churn with intelligent interactions.
Thomas Walker · 7 Dec 2025
Why ‘Good Enough’ Generative AI Isn’t Good Enough for Enterprise CX
Is ‘almost’ ever good enough? Now, I know this sounds like the sort of pseudo-philosophical caption you might see over a photo of a brooding Tom Hardy or Cil...
Rhys Fisher · 4 Dec 2025
Generative AI in the Contact Center is Losing its Appeal. Time For an Upgrade?
Generative AI in the contact center is evolving fast. Explore use cases, lessons learned, and how agentic AI will shape the future of CX.
Rebekah Carter · 28 Nov 2025