Your Brand Has an AI Reputation. You May Not Like What It Is Saying
AI reputation is becoming a live business risk for brands as customers increasingly use large language models (LLMs) to compare products, shortlist vendors, ...
Rob Wilkinson · 14 Sept 2026
Zendesk: Your AI Is Only as Good as Your Knowledge
AI-ready knowledge is becoming one of the biggest tests of whether customer service teams can scale AI safely. Many organizations are still most interested i...
Rob Wilkinson · 12 Aug 2026
Always‑On Without Always‑Burned‑Out: The Human Cost of AI‑Led CX
As we explored in Beyond CSAT and AHT: The New Metric Stack for AI-Driven CX , AI is changing the shape of service work. But the pressure on human agents doe...
Rob Wilkinson · 13 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
The End of 'Hold Please': How AI Guidance Is Fixing the Contact Center's Biggest CX Failure
Rob Scott meets up with Jonathan 'JR' Ranger, CCO at CallMiner , on the floor of CCW Vegas 2026 to talk through the company's newly announced Real-Time AI Gu...
Rob Scott · 24 Jun 2026
The Board-Floor Gap Is Closable - Here's the AI Playbook
If you read our scene-setter on the Board vs. The Floor tension — or watched the full video interview with Salesforce's SVP of Agentforce Contact Center — yo...
Rob Scott · 10 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
Why AI Pilots Stall in B2B Tech: The Foundations Leaders Underestimate
Across B2B tech, AI pilots are launching with strong models, real budget, and executive sponsorship, and then quietly stalling. This readiness gap commonly d...
Francesca Roche · 28 May 2026
Retail AI Readiness: Why “Quick Wins” Fail Without Service Foundations
Retailers often expect AI to deliver rapid improvements in customer service, but many find that initiatives lose momentum before delivering value. With many ...
Francesca Roche · 20 May 2026
The AI Fix for Vanishing Customer Journeys
Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications , to explore why customer journeys break down...
Christopher Carey · 15 Apr 2026
How to Measure Dark Social: A Practical Guide for CX and Community Teams
Dark social measurement helps CX teams understand private sharing. Learn how to track signals like direct traffic, share intent, and trust.
Sophie Wilson · 23 Jan 2026
WEF Taps Salesforce EVA Agent to Orchestrate CX for 3,000 Leaders in Davos
Salesforce and the World Economic Forum launch EVA, an agentic assistant built on Salesforce Agentforce 360 for Davos 2026, using AI and Data 360 to personalise schedules, navigation, and briefing documents for 3,000 attendees and showcasing a new model for large-scale CX innovation.
Rob Wilkinson · 19 Jan 2026
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
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
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
What Is Customer Feedback Management?
Explore customer feedback management strategies to capture and analyse real-time feedback, driving improvements across all teams.
Rebekah Carter · 25 Nov 2025
AI Hallucinations Start With Dirty Data: Governing Knowledge for RAG Agents
Learn how AI hallucination can undermine brand trust and the critical role of accurate knowledge bases in AI performance.
Rebekah Carter · 23 Nov 2025
Customer Loyalty Management Gets Intelligent
how customer loyalty management helps enterprises drive retention, improve CX, and build trust using integrated systems.
Rebekah Carter · 22 Nov 2025
Personalization in Travel: How Berlin Airport Turns Data and AI Into Real Passenger Value
Airports aren’t usually places people describe as thoughtful. You show up, you queue, and you wait to leave. It’s not hostile, just a bit mechanical. Berlin ...
Rebekah Carter · 12 Nov 2025
What is a Customer Data Platform: The Ultimate CDP Software Guide
What is a Customer Data Platform? It’s a question that’s getting harder to ignore inside enterprise boardrooms, and harder to answer with old definitions. A ...
Rebekah Carter · 22 Jul 2025
The Hidden Power of AI Agents in Customer Experience
In the rush to showcase the visible applications of artificial intelligence - chatbots, digital assistants, and hyper-personalized marketing - some of the mo...
Floyd March · 14 Jul 2025
Is Your Approach to Dirty Data Killing Your AI Implementation?
In this insightful episode of CX Today, technology journalist Floyd welcomes Brian John Johnson from TechSee to tackle a critical challenge facing enterprise...
Floyd March · 16 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
HubSpot to Snap Up Dashworks & Bolster Its Breeze Portfolio
HubSpot has agreed to acquire Dashworks, the "AI Assistant for Workplace Questions". Dashworks integrates with "all" a company’s apps to create a "single sou...
Charlie Mitchell · 17 Apr 2025
8 Proven Ways to Harness Analytical Skills and Improve Customer Experiences
Are you feeling the pressure to constantly adapt to shifting customer expectations? You’re not alone. The modern customer experience (CX) landscape is ever-c...
Anwesha Roy · 27 Sept 2024
Salesforce Agrees a $430MN Deal for Zoomin, the Knowledge Unification Company
Salesforce has agreed to acquire Zoomin, the knowledge unification and data management solutions provider. Numerous reports suggest that the acquisition is w...
Charlie Mitchell · 26 Sept 2024
20 Reasons Why Knowing Privacy Laws is Non-Negotiable in Customer Experience
Data privacy laws are regulations that govern the collection, storage, and dissemination of personal data. These laws ensure that organizations handle data r...
Anwesha Roy · 23 Aug 2024
Why Enhancing Reporting Skills is Crucial for Better Customer Experience Insights: 10 Reasons
It’s not just meant for journalists or scholars of history; good reporting skills are another essential component in your contact center. Why? The answer’s s...
Anwesha Roy · 23 Aug 2024
The Future of CCaaS Platforms: 5 Expert Takes
CCaaS is a crowded market, with vendors announcing massive release waves, moving into adjacent markets, and rolling up competitors to differentiate and grow....
Charlie Mitchell · 19 Aug 2024
Leverage Bilingual or Multilingual Abilities for Superior Customer Service
You're at a customer service desk, and a customer approaches, speaking a language you don't understand. The frustration is mutual. Now, imagine if you or you...
Anwesha Roy · 26 Jul 2024
Cresta CEO Ping Wu: Many Contact Centers Misunderstand the Value of LLMs
Ping Wu, CEO of Cresta , has pinpointed three common misconceptions contact centers have before implementing large language models (LLMs). LLMs power generat...
Charlie Mitchell · 8 Jul 2024
The Art of Improvisation in CX: Turning Challenges into Opportunities
Customer experience (CX) has evolved into a critical differentiator in today's competitive business landscape. Companies that can adapt and respond to the un...
Anwesha Roy · 14 Jun 2024
Unlocking the Secrets to Memory Retention in Customer Experience: 15 Tips that Work
The secret to lasting customer relationships is always memory retention. When your audience remembers a positive experience, they're more likely to recall yo...
Anwesha Roy · 27 May 2024
Mastering the Art of Reading Comprehension: A Key Skill for CX Success
We're living in a highly competitive business landscape – where delivering exceptional customer experiences (CX) is more critical than ever. Customer expecta...
Anwesha Roy · 27 May 2024
Sprinklr Enters the Customer Feedback Management Space
The recent launch of Sprinklr Surveys , an AI-first survey offering, marks Sprinklr's official entry into the Customer Feedback Management (CFM) market. Seam...
Linoy Doron · 22 May 2024
Is NPS at Risk? Why It's Time This Beloved Metric Got An Overhaul
Ensuring your company lives up to customer expectations is crucial in today’s world. Customers don’t just want excellent experiences on every channel, they d...
Rebekah Carter · 6 May 2024
Mastery in Motion: Defining Process Knowledge with Examples and Best Practices
Contact center teams have to execute several processes each day, with several dependencies across sales, marketing, and product – all running like a well-oil...
Anwesha Roy · 19 Apr 2024
How to Handle Difficult Customers? 10 Strategies for Navigating the Storm
After all, your customer service agents need a really effective toolkit, if they are to successfully traverse this somewhat tricky area! Here are ten innovat...
Anwesha Roy · 19 Apr 2024
Knowledge Management Software: How Augmenting AI with Human Resource Enhances Service Delivery
Let’s get things straight from the start: AI is not about to steal our jobs. Point two: the hype is over. AI is now all about practical application in ways t...
Simon Wright · 4 Apr 2024
The Decision Advantage: The Impact of Decision-Making on Customer Service
Picture the average workday of a customer service rep: You're at the front lines, fielding inquiries, handling complaints, and resolving issues — all in a si...
Anwesha Roy · 29 Mar 2024
Positive Language Usage: 20+ Examples That Will Make Every Interaction a Little Bit Brighter
It has the power to turn an ordinary interaction into a memorable one, leaving both customers and agents feeling satisfied. Read on for 20+ examples of this ...
Anwesha Roy · 8 Mar 2024
Quantifying Delight: A Guide to 5 Customer Satisfaction Metrics and Effective Measurement
Customer Satisfaction Metric 1: NPS Net promoter score (NPS) helps you understand how likely customers are to recommend their products or services to others....
Anwesha Roy · 1 Mar 2024
Customer Concerns: Deploying 10 Strategies for Smooth and Swift Resolutions
In today's digital age where customers have the power to voice their opinions online, it's crucial to have effective strategies in place for handling their c...
Anwesha Roy · 1 Mar 2024
10 De-Escalation Techniques to Calm Down Even the Angriest Customers
But then, this is a skill set that you simply have to pick up. Remember, no matter how hard you try to provide exceptional customer service, things can, and ...
Anwesha Roy · 23 Feb 2024
The Best Customer Experience Analytics Tools for 2024
If you're not investing in customer experience analytics tools, you're missing out. After all, 84% of customers say experiences are more important than the c...
Rebekah Carter · 9 Feb 2024
Customer Feedback Management: Best Practices and Tips
Effective customer feedback management is crucial to the success of your CX strategy. While contact center reporting and analytical tools offer an excellent ...
Rebekah Carter · 19 Jan 2024
Salesforce Announces Einstein Copilot Release Date, New AI for Service Cloud
The Salesforce Einstein Copilot will become generally available on February 12, 2024. Thereafter, clients may leverage a virtual assistant that sits inside e...
Charlie Mitchell · 11 Jan 2024
The Top 10 HubSpot Service Hub Features for CX
HubSpot Service Hub is one of the most impressive CX platforms available to business leaders today. Part of a vast collection of “Hub” offerings from the Saa...
Rebekah Carter · 28 Dec 2023
The Evolution of Contact Center Quality Management
Since the creation of contact centers, managers and QA teams have been asking one big question: “How do we make sure we’re keeping our customers happy?” That...
Robbie Pleasant · 4 Dec 2023
How to Drive More Value from Customer Conversation Transcripts
Today’s companies are competing primarily on the basis of customer experience. The better businesses can serve and support their customers, the more likely t...
Rebekah Carter · 5 Oct 2023
Knowledge Management: Why Generative AI is the Key to Enriching the Customer Experience
You get out of something what you put in, right? Like, effort equals return. In business, it is an adage that seems always to be true. However, there is one ...
Simon Wright · 13 Sept 2023
The Difference Between Compassion and Empathy in CX
What’s the difference between compassion and empathy for contact center agents? On the surface, they seem like pretty similar concepts. Both empathy and comp...
Rebekah Carter · 18 Aug 2023
How to Unlock a Complete Picture of Your Customer Experience Performance
It’s no secret that delivering excellent customer experiences has become a priority for virtually every business. In today’s competitive world, 89% of consum...
Rebekah Carter · 10 Aug 2023
Connected Knowledge: How to Turn Siloed Information into a Valuable Single Source of the Truth
They say knowledge is power. Well, in business, it’s certainly true that the more you know, the more able you are to capitalize on your opportunities. Howeve...
Simon Wright · 13 Jul 2023
CRM Customer Experience Benefits: Reasons to Invest in CRM Software
CRM, Customer experience, and business growth are all connected today. The rapid digital transformation of the world as we know it has given way to an entire...
Rebekah Carter · 20 Jun 2023
Contact Center: Why Knowledge Management Holds the Key to Cost-Effective Customer Satisfaction
Market-leading brand reputation. Stellar customer service. Low operational costs. The holy trinity, right? But how do businesses tick those three most import...
Simon Wright · 10 May 2023
The State of CX in Manufacturing for 2023
The manufacturing industry has been dramatically impacted by advancements in technology, including the adoption of customer experience technology. Customer e...
Rebekah Carter · 4 Apr 2023
How Will Einstein GPT Improve the Contact Center?
After teasing Einstein GPT , Salesforce put a stake in the ground for what it means to take generative AI and bring it to CRM. One such CRM is its Service Cl...
Charlie Mitchell · 29 Mar 2023
What Is Customer Effort Score (CES)? Your Guide for 2023
Customer effort score is often a powerful predictor of engagement, loyalty, and recurring purchases. It means that customers find it easy to engage with the ...
Charlie Mitchell · 1 Feb 2023
Create More 'Memorable' Customer Experiences by Using Remote Video
Watch on YouTube . CX Today's Charlie Mitchell hosts Colin Shaw, Founder & CEO of Beyond Philosophy . In this session, we consider how brands can create more...
Charlie Mitchell · 31 Jan 2023