Why Your CX Strategy Is Failing Your Business – And What to Do About It
Jeannie Walters joins CX Today to discuss her new book, Experience Is Everything, and why most companies are treating CX as a buzzword.
Rhys Fisher · 13 Apr 2026
Sabio Gets Real About WFM: Why Spreadsheets Are Killing CX Strategy
Rhys Fisher, Associate Editor at CX Today , sits down with Scott Doherty, WFM Consultant at Sabio , to unpack how workforce management has evolved from a b...
Rhys Fisher · 22 Jan 2026
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
Deepdesk Introduces Its Travel-Friendly AI Approach For Complex Automation
Uncover the advantages of Deepdesk's complex automation approach, enabling platform-agnostic AI for diverse enterprise environments.
Francesca Roche · 1 Dec 2025
Breaking Free from Cloud-Only CX Myths
Rhys Fisher sits down with Miguel Marcos, VP of Operations at Enghouse Interactive , to unpack one of the most pressing debates in customer experience: Is cl...
Rhys Fisher · 6 Nov 2025
RingCentral Increases AI Product Launch to Beat $100MN Target Before 2026
Learn how the recent RingCentral AI product launch is driving growth and expanding its customer base in emerging AI trends.
Francesca Roche · 4 Nov 2025
The Mobile CX Gap Costing Enterprises Millions
Picture this: a sales rep is driving between client meetings when a customer calls to reschedule. The rep agrees, promises to follow up, then jumps into the ...
Rhys Fisher · 29 Oct 2025
Salesforce Report Reveals 119% Upsurge in AI – Are Customers More Willing to Interact With AI Agents?
Salesforce has reportedly seen a 119% upsurge in AI adoption during the first half of 2025. The report revealed that both enterprises and consumers were more...
Francesca Roche · 27 Oct 2025
Meet Your New Teammates: How AI Agents are Blending into the Hybrid Workforce
The line between human and machine collaboration is becoming increasingly blurred in the digital workplace. AI agents - once seen as basic chatbots or passiv...
Susie Harrison · 30 Jun 2025
AWS & Zoom Debut a New Integration to “Change the Future of Work”
AWS has announced that its Amazon Q Business index now integrates with the Zoom AI Companion. The index connects to a company’s knowledge sources, customer r...
Charlie Mitchell · 18 Apr 2025
Is NICE WFM Still the Gold Standard?
NICE is the long-time leader in contact center workforce management (WFM). According to the DMG Consulting 2024 Workforce Management report, the company has ...
Rebekah Carter · 26 Mar 2025
21 Work From Home Quotes to Keep You Positive
Work from home (WFH) is now firmly established as the new normal and general employee preference. Indeed, a 2023 FlexJobs survey shows that 95 percent of US ...
Floyd March · 11 Feb 2025
The Role of Acoustic Technology in the Modern Contact Center
Watch on YouTube In this engaging discussion, Rhys Fisher, Deputy Editor of CX Today , chats with Thor Mitskog, President of Cyber Acoustics , to explore the...
Rhys Fisher · 28 Jan 2025
Zoom Lands Its “Largest Ever” CCaaS Deal, Enjoys 82% Surge In Contact Center Customers
Zoom Communications has signed a 20,000+ seat contact center megadeal with Agencia Tributaria, Spain's National Revenue Service. The move represents its “lar...
Charlie Mitchell · 26 Nov 2024
6 Reasons to Invest in Innovative CCaaS Platforms This Year
Contact Center as a Service (CCaaS) platforms have emerged as crucial to business success. These cloud-based solutions for customer service provide businesse...
Rebekah Carter · 1 Oct 2024
Top Tips: How to Meet Evolving Contact Center Requirements
The last five years has drastically transformed how we communicate and engage - both internally with team members, and externally with customers Employees ar...
Rebekah Carter · 23 Sept 2024
How to Compare CRM Solutions Effectively in 2024
The approach you take when you compare CRM software vendors or solutions is more important than you’d think. Today, CRM software is a must-have for virtually...
Rebekah Carter · 5 Jun 2024
2024 Online Review Trends: 75% Trust Reviews
Tracking online review trends may be an important process for businesses as they are a well of valuable information about developing consumer experiences. Th...
Joanna Clark Simpson Clark Simpson · 12 Feb 2024
The Three Types of Contact Center Platforms (and Which Is Best for You!)
Watch on YouTube. CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales - UK&I / EMEA at Enghouse Interactive . In this session, we consider the types of ...
Charlie Mitchell · 3 Jan 2024
AWS’s New Thin Client Could Save Remote Contact Centers Big Bucks
AWS has launched the Amazon WorkSpaces Thin Client, a hardware device for employees at home and in large contact centers. Optimized for the AWS cloud, the de...
Charlie Mitchell · 28 Nov 2023
On-Premises vs. Cloud Contact Centers: Can You Have Both?
When CCaaS first came to the fore, service leaders weighed up the merits of the cloud vs. their on-premise technology. Many moved quickly, grasping the accel...
Charlie Mitchell · 9 Nov 2023
Contact Center: How In-Built Workforce Management Tools Drive Enhanced Levels of Service
Remember when the workforce was on site every day? Everyone right there in plain sight; easy to see, easy to talk to, easy to manage? Not anymore. Opinion re...
Simon Wright · 23 Oct 2023
What’s Zoom Doing with AI in the Contact Center?
In a one-on-one conversation with Ted Yoshikawa at this year’s Zoomtopia, the man steering Zoom's Contact Center product , it became clear that Zoom is on a ...
Rob Scott · 18 Oct 2023
Unifying CCaaS & UCaaS – CX Today Roundtable
CCaaS vendors are continuously adding new solutions from adjacent markets to their rosters. Workforce engagement management (WEM), conversational AI, interac...
Charlie Mitchell · 19 Sept 2023
Twilio Reveals GenAI-Powered Tools at SIGNAL Event
Predictive and Generative AI Innovations Unveiled by Twilio to Enhance Customer Engagement Twilio has introduced a range of generative AI solutions aimed at ...
Tom Wright · 23 Aug 2023
Comparing Customer Experience Video Tech in 2023
Video communication has transformed the world in the last few years. Since the pandemic, companies have been relying more heavily on video to reconnect distr...
Rebekah Carter · 11 Jul 2023
Zoom Already Has Hundreds of Contact Center Customers, and It’s Just Getting Started
Last February, Zoom launched its CCaaS platform: The Zoom Contact Center. Since, it has made acquisitions, developed many partnerships, and expanded beyond N...
Charlie Mitchell · 27 Jun 2023
Cisco's Collaboration Sales Drop 13 Percent: Is a Strategy Change Afoot?
Cisco has reported revenue declines of 13 percent for its collaboration business, which houses Webex. It is the third consecutive quarter that the business u...
Charlie Mitchell · 18 May 2023
ChatGPT Hype Is Driving Enterprise-Grade AI Adoption, says Gartner
In a survey consisting of 2,500 executive leaders, Gartner uncovered that 45 percent of business execs marked the current hype-cycle of ChatGPT as a signific...
Rory Greener · 3 May 2023
Top Trends In Workforce Optimization (WFO) – CX Today Roundtable
When agent engagement is low and productivity stutters, dusting off the contact center WFO playbook is a tried-and-tested play. Service leaders may introduce...
Charlie Mitchell · 24 Apr 2023
Google's Latest Generative AI Plans Prompt an End-User Warning from Twilio
Earlier this week, The Financial Times revealed Google’s plans to bring generative AI to advertising. In doing so, Google hopes to create "novel" advertiseme...
Charlie Mitchell · 21 Apr 2023
Should You Care About the Conscious Customer?
In 2019, two sisters – aged only seven and nine years old – collected half a million signatures when petitioning for businesses to stop including plastic toy...
Charlie Mitchell · 21 Apr 2023
Is It Time to Evolve from UCaaS to CCaaS for Customer Communications?
UCaaS, or Unified Communications as a Service, has come a long way in recent years. Considered by many to be the ultimate communication solution, UCaaS provi...
Rebekah Carter · 19 Apr 2023
Staff Could Leave Businesses Without Hybrid Considerations, Gartner says
This week, Gartner published a report indicating that employees are 12 percent more likely to leave a business without clear hybrid-working considerations. C...
Rory Greener · 18 Apr 2023
Zoom Is Becoming a One-Stop-Shop for Enterprise Communications
At first, Zoom was a meeting solution. Then, it added Zoom Phone and Zoom Chat to become a UCaaS leader. From there, it launched the Zoom Contact Center, Vir...
Charlie Mitchell · 18 Apr 2023
Make These Mission-Critical Agent Considerations Before Starting Your CCaaS Migration
Demand for flexible, scalable, and innovative contact center solutions is rising. In a world of constant innovation, evolving customer expectations, and chan...
Rebekah Carter · 17 Apr 2023
7 Generative AI Uses Cases for Contact Centers
The rise of generative AI promised to be a game changer. Some even compared it to the dawn of the internet, smartphones, and the cloud. Yet, the hype has not...
Charlie Mitchell · 6 Apr 2023
CCaaS in the Hybrid Workplace – CX Today Roundtable
"Hybrid work is messy and exhausting," according to an article published in The Washington Post in April 2022. Yet, few had strong cravings to return to the ...
Charlie Mitchell · 21 Mar 2023
Big CX News from Microsoft, Meta, and Qualtrics
From the latest innovations with large language models to high-profile acquisitions, here are some extracts from our most popular news stories over the last ...
Charlie Mitchell · 21 Mar 2023
Why Remote Video Support is Different than Video Conferencing
In today's digital age, businesses are looking for innovative ways to deliver exceptional customer support. Remote video support can provide a comprehensive ...
Elliot Mulley-Goodbarne · 8 Mar 2023
Zoom Lands a 2,000-Seat Contact Center Deal
Zoom will deploy its CCaaS solution across a 2,000-seat service operation in its "largest" contact center deal to date. Ordinarily, deals of this size fall i...
Charlie Mitchell · 28 Feb 2023
CX Predictions for the Remainder of 2023
Watch on YouTube. CX Today's Charlie Mitchell introduces eight predictions from CX experts, who share their thoughts on what the remainder of 2023 may bring....
Charlie Mitchell · 22 Feb 2023
The AWS-RingCentral Partnership Is a Big Win for Amazon Connect
AWS has launched a partnership with RingCentral to offer new employee and customer communications tools to its client roster. These include RingCentral MVP (...
Charlie Mitchell · 16 Feb 2023
The Webex Contact Center Is Now Available to Microsoft Teams Users
The Webex Contact Center for Teams has achieved official certification from Microsoft. First teased in October - during WebexOne 2022 – the offering opens up...
Charlie Mitchell · 15 Feb 2023
Zoom to Lay Off 15 Percent of Staff, Amidst Enterprise Growth
In an official company blog post this Tuesday, Zoom CEO Eric Yuan explained how his firm would lay off roughly 15 percent of its employees. The lay-offs acco...
Rory Greener · 8 Feb 2023
Contact Center Agents Are Avoiding New Tech - Gartner
45 percent of contact center agents are avoiding adopting new technologies, according to a new Gartner study. The online survey of 850+ agents and support sp...
Ryan Smith · 31 Jan 2023
4 CX Highlights from Microsoft’s Q2 Results – Inc. Dynamics, Teams, and OpenAI
Microsoft has released its quarterly results, exceeding expectations across much of its portfolio. However, its recent layoffs had somewhat tempered these ex...
Charlie Mitchell · 25 Jan 2023
Video-Enabling Your Contact Center In Five Steps
Bring video in the contact center with the five-step skeleton process, which includes lots of practical tips along the way.
Rebekah Carter · 25 Jan 2023
The Latest On the Layoffs at Microsoft, Google, and Amazon
Microsoft joined its CX rivals Google and Amazon in laying off thousands of employees. Unfortunately, the trend extends further into the CX space, also impac...
Charlie Mitchell · 24 Jan 2023
7 Ways to Optimize Your WFH Contact Center
Before 2020, the typical contact center comprised large workspaces employing hundreds of agents, busily attending calls, or catering to multichannel interact...
Rebekah Carter · 23 Jan 2023
How Secure Is Your Contact Center?
With the rise of remote and hybrid work, companies are vulnerable to cyberattacks. Protecting your virtual organization takes creative thinking, a constant evolution, and partnerships in the security space
John Flood · 19 Jan 2023
How Can Microsoft Teams Improve My Contact Center? – CX Today Roundtable
Converging UCaaS and CCaaS platforms became one of 2022’s biggest CX trends. Expect this to continue in 2023, with many contact centers considering how to be...
Charlie Mitchell · 17 Jan 2023
The Metaverse, Web 3.0, and Crypto to Take a Back Seat in 2023
Towards the backend of 2021, the metaverse seemed to lose a little of its mystique. Yet, it had momentum, with many start-ups throwing their hats into the ri...
Charlie Mitchell · 3 Jan 2023
Google Teases New Contact Center Innovations for ChromeOS
When remote working came to the fore in 2020, many contact centers – particularly in the U.S. – started to give employees Chromebooks to work from. Why? Beca...
Charlie Mitchell · 16 Dec 2022
Customer Experience Trends 2023 and Emerging Tech: Expert Round Table
2022 has proven another disruptive year in the CX space, with emerging trends including the rise of more immersive experiences, hyper-personalization, and – ...
Charlie Mitchell · 14 Dec 2022
How to Make the Green Contact Center a Reality
Consider the following two lines from a poem by the 19th-century British poet Francis Thompson: "That thou canst not stir a flower / Without troubling of a s...
John Flood · 13 Dec 2022
How to Manage Remote Agents: 7 Top Tips
Piecing together a strategy for how to manage remote agents is no picnic in the park. Yet, these top tips offer much food for thought.
Rebekah Carter · 13 Dec 2022
CX Predictions 2023 - Metaverse or Metacurse?
Watch on YouTube . Rob Scott from CX Today hosts Genefa Murphy, CMO, Five9 and Clare Muscutt, Founder & CEO, Women in CX and together they share their CX pre...
Rob Scott · 9 Dec 2022
Zoom Continues Its Enterprise Growth
Zoom’s most recent earnings call painted a familiar picture: strong enterprise growth masked by the decline in its consumer business. Indeed, its seven perce...
Charlie Mitchell · 23 Nov 2022
The Zoom Contact Center Is Now Available In the UK & Ireland
The Zoom Contact Center is ready to set sail into EMEA, with the UK & Ireland its first port of call. From there, Zoom will soon launch its CCaaS solution in...
Charlie Mitchell · 17 Nov 2022