Which Vendors Are Leading Contact Center Security in 2026? The Platforms Enterprises Trust Most
Security and compliance vendors are evolving fast. Explore the platforms and challenges shaping enterprise security and regulatory compliance.
Thomas Walker · 14 Feb 2026
Cisco Bets On ServiceNow: Webex Contact Center Lands A Native Integration
Cisco announced Webex Contact Center for ServiceNow, a native CCaaS integration bringing voice, digital channels, and AI assistance into ServiceNow.
Rob Wilkinson · 10 Feb 2026
Woolworths NZ Contact Center Strike Disrupts Christmas Customer Support
Woolworths NZ contact center staff strike ahead of Christmas, reflecting the disruption to customer service from eroding employee experience.
Nicole Willing · 24 Dec 2025
The Future of Customer Support Gets Visual – and Real
Rhys Fisher sits down with Zac Scalzi, Director of Sales at Cobrowse , and Ian Roberts, Director of Care Operations & Technologies at Quicken Inc . Together,...
Rhys Fisher · 24 Dec 2025
The Essential 2026 Conference Calendar for Contact Center and CX Leaders
Discover the 11 most influential contact centre and CX conferences in 2026, from Enterprise Connect and CCW Las Vegas to AWS re:Invent and GITEX Global. Essential dates for CX leaders navigating AI, omnichannel strategy, and customer operations transformation.
Rob Wilkinson · 24 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
Instacart Disables Pricing Test Model Following Customer Backlash Around Dynamic Pricing
Instacart has announced its decision to end its AI-enabled item pricing tests on the platform immediately, following numerous customer concerns regarding tra...
Francesca Roche · 23 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
Microsoft's CEO Satya Nadella Treats AI as an Existential Threat: Should CX Leaders Follow His Lead?
Microsoft CEO Satya Nadella is driving an AI revolution with intensity and urgency, reshaping how the company operates. CX leaders can learn from his approach to transformation, technical leadership, and organizational change in the age of AI.
Rob Wilkinson · 23 Dec 2025
Third-Party Breach at Red Hat Leaks Data of 21,000 Nissan Customers
Nissan confirms a data breach affecting 21,000 customers, highlighting the rising threat of cyberattacks through third-party software.
Nicole Willing · 23 Dec 2025
Stop Flying Blind: Use AI to Score Every Customer Interaction
More isn’t always better. We’ve all heard the old saying that you can have too much of a good thing. And many of us have scoffed at it before learning the le...
Rhys Fisher · 23 Dec 2025
The Digital Assembly Line: How Google Cloud’s 2026 Forecast Rewrites the Rules of CX
Discover the 5 AI agent trends shaping 2026 according to Google Cloud. Learn how agentic workflows, concierge CX, and security automation will redefine business value.
Rob Wilkinson · 23 Dec 2025
Workflow Automation Will Be Impossible for CX Leaders to Ignore in 2026. Are You Ready?
How workflow automation in CX is transforming resolution speed, reducing drop-off, and enabling AI-driven orchestration across the enterprise
Rebekah Carter · 23 Dec 2025
Team Leader Burnout Risk: How Martin Teasdale Built a 683 Member Community to Fight Back
With 683 members across multiple countries, the Team Leader Community is addressing the coaching gaps, burnout risks, and support deficits that contact center operations worldwide are struggling with.
Thomas Walker · 22 Dec 2025
Zendesk Acquires Unleash, Introduces AI Enterprise Search Tool
Zendesk has acquired technology provider Unleash to integrate AI search capabilities into its customer services offerings. By implementing its capabilities w...
Francesca Roche · 22 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
Smarter Conversations: Defining the 2026 Landscape
Plan your 2026 strategy with CX Today. Unveiling our new editorial roadmap, covering Agentic AI, CCaaS, and trust. Request the 2026 Media Kit today.
Rob Scott · 22 Dec 2025
How AI Speech Analytics Unlocks Hidden Value in Voice Calls
For all the chatter surrounding automation and digital self-service, voice continues to be a customer service powerhouse (pun intended). When issues are comp...
Rhys Fisher · 22 Dec 2025
Brands Delaying AI Agent Orchestration Are Paying for Repetition
Learn how human and AI agent orchestration improves self-service, fixes broken handoffs, and delivers seamless transitions between bots, IVR, and agents.
Rebekah Carter · 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
Stop Counting Minutes & Start Counting Money: Understanding Real AI Agent ROI
AI agent ROI now extends beyond efficiency. Discover how Agentic AI boosts revenue, retention, and CX performance for enterprise teams.
Rebekah Carter · 19 Dec 2025
Salesforce and Vonage Bring AI Voice Power to the Contact Center
Salesforce and Vonage launch a unified AI voice solution that boosts efficiency, reduces friction, and enhances customer engagement across every workflow.
Rhys Fisher · 19 Dec 2025
Machine Customers and Sales: The $30 Trillion Opportunity Few CROs Are Preparing For
Machine customers and sales are colliding. Learn how you can prepare your funnel for the new era of human and AI customers.
Rebekah Carter · 19 Dec 2025
Big CX News from ServiceNow, Zoom, Cisco & IKEA
From a rumored record-breaking ServiceNow acquisition to fresh security enhancements from Cisco, here are extracts from some of this week’s most popular news...
Rhys Fisher · 19 Dec 2025
New Shopify-Contentsquare Deal Targets Major Conversion Leaks
Discover how the new Shopify–Contentsquare partnership delivers full customer-journey visibility, uncovers friction fast, and helps retailers boost conversions during peak season.
Rhys Fisher · 18 Dec 2025
The AI Era CEO Exodus: Why Execs Are Stepping Down and What It Means for Customers
CEOs are stepping down as the AI era transforms business leadership, and this is set to reshape customer experiences.
Nicole Willing · 18 Dec 2025
From Feedback to Financial Impact: The ROI of Unified Experience Management®
Many talk about AI, but few truly leverage its power to link customer feedback directly to financial performance. I've heard countless CX leaders express the...
Rob Scott · 18 Dec 2025
IKEA New Zealand Pauses Customer Support as It Struggles With Launch Demand
Ikea customer support in New Zealand has hit a snag as the retailer works to resolve delayed orders and meet high demand.
Nicole Willing · 18 Dec 2025
Salesforce Acquires Qualified to Expand its AI Automation Vision in Service Teams
Salesforce has agreed to acquire marketing provider Qualified to expand its agentic AI marketing capabilities. Qualified will allow the CRM giant to broaden ...
Francesca Roche · 18 Dec 2025
End Costly QA Guesswork with Automated Evaluation
Traditionally, contact centers have relied on a familiar, if somewhat flawed, approach to quality assurance: sampling a handful of calls, completing scorecar...
Rhys Fisher · 18 Dec 2025
Cisco Reveals Security and Safety Framework for Enterprise AI Readiness
Cisco has revealed its AI Security and Safety Framework to support and manage risks in modern systems. This unified structure combines both security and safe...
Francesca Roche · 17 Dec 2025
Five9 Appoints New CEO to Lead AI-Driven Strategy
Five9 names AI veteran Amit Mathradas as its new CEO as it sharpens its AI-powered CX strategy following a year of restructuring.
Nicole Willing · 17 Dec 2025
Agentforce World Tour 2025: How Salesforce Is Solving Marketing's 20-Year Personalization Problem
Steve Hammond, Salesforce EVP of Agentforce Marketing, discusses AI agents, personalization at scale, Data 360, adaptive experiences, and practical steps for marketing teams at Agentforce World Tour 2025.
Rob Wilkinson · 17 Dec 2025
CCTV Eases Frontline Retail Stress While Wearables Can Backfire, QUT Study Finds
Customer aggression is on the rise. Discover how CCTV, wearables and human support affect retail frontline stress and employee wellbeing.
Nicole Willing · 17 Dec 2025
Odigo Snaps Up Akio to Build a "European Sovereign Alternative" to US CCaaS Giants
Odigo acquires Akio to create a sovereign European CCaaS powerhouse. Discover how this deal impacts AI, data privacy, and the CX market for SMEs and enterprises.
Rob Wilkinson · 17 Dec 2025
How AI Is Transforming Every Corner of the Contact Center From Agents to AI Agents
You can almost picture it, rows of agents, headsets on, juggling systems and scripts. For decades, the contact center has been a place defined by human patie...
Rob Scott · 17 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
Capita's Secret to Better CX? Prioritize Process First
Strong processes are the backbone of successful customer experience. Learn how process, data, and AI work together to deliver better CX.
Nicole Willing · 17 Dec 2025
Freshworks Acquires FireHydrant to Target Incident Management Unification
CX Today reports on Freshworks' acquisition of FireHydrant, uniting AI-driven incident management and reliability tooling under one platform.
Francesca Roche · 16 Dec 2025
ServiceNow in Talks to Buy Armis for $7BN, in Next Phase of CX-Driven Cybersecurity Consolidation
ServiceNow is reportedly in talks to acquire Armis for up to $7BN, parts of a broader cybersecurity consolidation across customer experience.
Nicole Willing · 16 Dec 2025
The New Baseline: Consumers Use AI at Home. Why Are Your Chatbots Stuck in 2019?
I found myself watching how comfortably people use tools like ChatGPT, Copilot, and Gemini. These systems have become quiet fixtures in daily routines. They ...
Rob Scott · 16 Dec 2025
ServiceNow Completes Moveworks Acquisition, Cementing Its Agentic AI Ambitions
ServiceNow has finalized its Moveworks acquisition, strengthening its agentic AI strategy with a powerful conversational front door and autonomous workflow capabilities.
Rhys Fisher · 15 Dec 2025
From AI Hype to Honest Advice: Why 8x8 Says the Next Phase of CX in 2026 Is About Outcomes
Learn how customer experience in 2026 will shift as leaders ask what problems they need AI to solve effectively.
Nicole Willing · 15 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
Stop Guessing: Use Context to Deliver Personalization That Converts
Explore the concept of contextual personalization and why it is essential for brands to engage effectively with customers.
Adrian Swinscoe · 15 Dec 2025
Singaporean Regulator Fines Singtel $774MN for Disruption to Customer Service Lines
Singaporean regulator IMDA has imposed a SGD$1MN Singtel fine for a disruption affecting customer service calls for 500,000 users.
Nicole Willing · 15 Dec 2025
The Customer Journey Black Hole: How a Unified Platform Illuminates the Unseen
Watch host Christopher Carey sit down with Gaurav Anand, VP and Head of Customer Interaction Suite at Tata Communications , to explore one of the most pressi...
Christopher Carey · 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
5 Things To Do Before You Buy Your Next Martech Tool
Understanding the martech tool adoption process is crucial. Learn how to prepare and integrate effectively from the start.
Sean Nolan · 13 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 2025Big CX News from Salesforce, AWS, Coupang & IBM
From Salesforce’s Agentforce expansion to Zendesk's collaboration with AWS to accelerate contact center adoption of AI, here are extracts from some of this w...
Nicole Willing · 12 Dec 2025
How Tui Transformed Customer Experience with Connected Data
Discover the impact of customer experience in travel and how TUI transformed its approach in response to industry changes.
Rebekah Carter · 12 Dec 2025
Oracle Reports Faster AI Agent Rollouts in “Weeks, Not Years” but Investor Doubts Linger
Oracle reports AI agents are transforming customer service tech with self-service models and quicker rollouts but investors remain cautious.
Nicole Willing · 11 Dec 2025
Why Talkdesk Says CCaaS Is Dead – And Why Customer Experience Automation Is Next
Explore the future of Customer Experience Automation through insights from the Talkdesk industry analyst summit in Savannah.
Zeus Kerravala · 11 Dec 2025
Salesforce Deepens Its Footprint in Federal Modernization as USDOT Adopts Agentforce
Salesforce is expanding its work with federal agencies, helping the USDOT bring AI agents to its operations with Agentforce.
Nicole Willing · 11 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
Samsung and Amazon Deepen Partnership to Deliver Seamless Shopping Experiences in UAE and Saudi Arabia
The expanded Samsung-Amazon partnership in MENA, focuses on seamless integration and improved services for customers in the region.
Nicole Willing · 11 Dec 2025
The 2026 CX Trends Every Enterprise Should Act On
It wouldn’t be the end of the year if we didn’t spend a good portion of the final month dusting off our crystal balls and predicting what the following 12 mo...
Rhys Fisher · 11 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