Large Language Models (LLMs)
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 · 6 min read · 21 Sept 2026
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 · 6 min read · 14 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 · 1 min read · 7 Sept 2026
The Agentic AI Reality Check: Why Trust and Control Are Eclipsing Model Power
HubSpot, Microsoft, OpenAI, and autonomous ransomware reveal why trusted execution is becoming the defining issue in CX AI.
Rob Wilkinson · 6 min read · 16 Jul 2026
37% of Consumers Have Already Moved On – Is Your Attribution Strategy Ready?
ChatGPT has announced that AI advertising is here, and the brands with a strong attribution strategy are going to pull ahead fast.
Francesca Roche · 2 min read · 3 Jul 2026
The Reality of Voice AI in the Contact Centre: From Pilot to Production
In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of Product Management at AudioCodes , about the practical reality of moving Voice AI ...
Marcus Law · 1 min read · 25 Jun 2026
From Pilot to Production: How AudioCodes Live Hub Makes Voice AI Contact Centres Work at Scale
Building a voice AI agent has never been easier. LLMs are highly capable, and convincing proof of concepts that can be achieved in days. The difficulty often...
Marcus Law · 4 min read · 18 Jun 2026
Sprinklr Launches LLM Insights to Track and Fix How Brands Appear in AI Search
Sprinklr's new LLM Insights tool gives CX and marketing teams real-time visibility into how their brand appears in AI-generated search.
Rhys Fisher · 3 min read · 10 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 · 5 min read · 28 May 2026
Anthropic’s “Mythos-Class” Release Plans Should Put CX Leaders on Alert as Security Risks Accelerate
Anthropic’s Mythos update signals a major cybersecurity shift for CX leaders as AI-driven vulnerability discovery rapidly accelerates.
Nicole Willing · 7 min read · 26 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 · 6 min read · 20 May 2026
From UI to Headless: Why Natural Language Is Becoming the CX Interface
Natural language is replacing CX user interfaces as AI agents let users stop navigating software and start trusting responses.
Francesca Roche · 5 min read · 19 May 2026
SAP Moves Beyond LLMs with Prior Labs Tabular AI Acquisition
SAP acquires Prior Labs to scale tabular foundation models and deliver predictive, actionable intelligence from structured enterprise data.
Francesca Roche · 5 min read · 6 May 2026
Forrester Puts Its Research Inside Microsoft Copilot, But Can It Stay Vendor-Neutral?
Forrester launched an AI agent for Microsoft 365 Copilot to surface research in workflows. The move boosts speed, but raises neutrality concerns.
Rob Wilkinson · 4 min read · 29 Apr 2026
Amazon Connect Shifts the Contact Center Goal From Deflection to Relationship
Amazon Connect leaders argue deflection is the wrong CX goal. Here’s how Amazon Connect and AI agent assist refocus contact centers on relationships.
Rob Wilkinson · 3 min read · 20 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 · 3 min read · 18 Mar 2026
Sprinklr’s Earnings Signal a Shift Toward AI-Native CX Platforms
Sprinklr’s Q4 FY26 earnings highlight a shift toward AI-native CX platforms as Project Bear Hug sharpens execution and enterprise demand grows.
Rob Wilkinson · 4 min read · 12 Mar 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 · 8 min read · 10 Feb 2026
Amazon’s AgentCore Moment: Letting Contact Center AI Finally Go Off Script
Amazon’s Q4 2025 earnings spotlight Bedrock AgentCore and agentic AI, signaling a shift from scripted bots to governed autonomous agents in the contact center.
Rob Wilkinson · 6 min read · 9 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 · 7 min read · 5 Feb 2026
Inside 8x8’s Q3: Usage-Based CX Revenue Starts To Carry The Load
8x8’s Q3 2026 earnings reveal rapid growth in usage-based CPaaS, digital, and AI revenue, offsetting Fuze churn and signaling the future of CX pricing
Rob Wilkinson · 7 min read · 5 Feb 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 · 5 min read · 28 Jan 2026