ISG, Telstra, Cresta, and ScorebuddyCX Expose AI’s Contact Center Test
ISG, Telstra, Cresta, and ScorebuddyCX show why contact center AI now depends on workflows, QA trust, governance, and value.
Rob Wilkinson · 22 Sept 2026
Why AI Recommendations Still Need Reddit
CX Today explores how Reddit discussions can expose experience gaps and inform more responsive CX decisions for brands.
Francesca Roche · 15 Sept 2026
New York Mets Turn to RingCentral for Cloud-Based Fan Engagement
The New York Mets are deploying RingCentral to modernize employee communications, scale sales outreach, and strengthen fan engagement.
Francesca Roche · 2 Sept 2026
Where Does the CDP Fit in an Agentic AI Strategy?
In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru , about the changing role of custome...
Nicole Willing · 1 Sept 2026
Twilio Sees Voice AI Adoption Surge 50%+ Amid Growing CX Buyer Caution
Twilio reports 50%+ self-service voice growth, revealing how AI is moving from CX pilots toward production deployments.
Francesca Roche · 10 Aug 2026
Enterprises Still Running On Outdated Platforms Face Risks They Can No Longer Afford To Ignore
The contact center market has undergone significant change in recent years, prompting many enterprises to reassess the long-term viability of legacy platform...
Nicole Willing · 3 Aug 2026
PUMA Shows Why Omnichannel Retail CX Now Runs on Data
PUMA omnichannel CX analysis: how customer data, app engagement, DTC growth and cross-sell automation shape retail journeys.
Alex Cole · 29 Jul 2026
Yelp Host Aims to Solve the Restaurant Industry’s Missed-Call Problem
Discover how Yelp Host connects voice AI with OpenTable, POS systems, and multilingual restaurant customer service.
Francesca Roche · 28 Jul 2026
Monzo’s Customer Operations Team Shows Why Digital Banking CX Is a Trust Operation
Monzo customer operations analysis: how app-first banking CX scales trust through self-service, AI, chat, and human support.
Alex Cole · 23 Jul 2026
Disney Parks and the Future of Experience-Led Retail
Disney Parks shows how MagicBand+, apps, mobile ordering, and PhotoPass shape the future of experience-led retail CX.
Alex Cole · 22 Jul 2026
Genesys Report Reveals CX Loyalty Is Now At Make-or-Break
Customer expectations have never been higher, with Genesys revealing rising pressure on brands to deliver seamless AI-enabled service.
Francesca Roche · 14 Jul 2026
How ODEON Cinemas is Redefining Empathetic Guest Service With Zendesk
How ODEON Cinemas used Zendesk to balance AI efficiency with empathetic, human-centred guest service at scale.
Francesca Roche · 7 Jul 2026
Is Your Omnichannel Strategy Failing Because No One Owns the Customer Journey?
Omnichannel governance fails when no one owns the customer journey. Learn how CX leaders can fix accountability, handoffs, and cross-channel CX.
Alex Cole · 1 Jul 2026
Salesforce's $3.6B Fin Grab: Smart Power Move or Integration Gamble?
Simon Leyland and Zeus Kerravala on why the Salesforce-Fin deal reshapes the entire AI customer experience market.
Rhys Fisher · 22 Jun 2026
How to Design Contact Center Workflows That Solve Customer Issues in One Interaction
mprove first contact resolution with better workflow design, smarter routing, agent decision rights, data access, and fewer escalations.
Alex Cole · 17 Jun 2026
Why Does Adding More Channels Slow Down Resolution Instead of Improving It?
Adding channels often slows resolution. Here is why omnichannel complexity creates friction and how to fix your channel strategy.
Alex Cole · 10 Jun 2026
Why Vonage Is Moving Beyond Generic AI for CX With Industry-Specific AI Agents
Vonage's vertical AI strategy aims to reduce deployment complexity while improving CX outcomes and service consistency.
Francesca Roche · 4 Jun 2026
Your Omnichannel Strategy Isn’t Seamless – It’s Resetting the Customer Journey Every Time
74% of customers hate repeating themselves across channels. Here is why omnichannel context continuity fails and how to fix it.
Alex Cole · 3 Jun 2026
Avaya and avatarin Extend AI CX Into Physical Service Environments
Avaya and avatarin integrate platforms to improve continuity, context, and coordination across customer experience ecosystems
Francesca Roche · 27 May 2026
Is Your Omnichannel Strategy Just Spreading the Same Broken Experience Across More Channels?
Most omnichannel strategies scale broken journeys, not better ones. Find out what causes CX inconsistency across channels and how to fix it at the root.
Alex Cole · 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 · 20 May 2026
How to Use Immersive Channels to Reduce Resolution Time Instead of Extending It
Here is how to design immersive CX workflows that shorten resolution. Video, AR, and co-browsing only save time when deployed precisely.
Alex Cole · 19 May 2026
AWS and TTEC Collaborate to Accelerate AI-Powered Contact Center Modernization
AWS and TTEC partner to modernize contact centers using Amazon Connect and AI-powered customer experience tools.
Francesca Roche · 15 May 2026
Why Do Customers Drop Off the Moment You Introduce 'Richer' Engagement Channels?
Customers often abandon visual support when they increase effort. Learn how to reduce journey friction and improve omnichannel adoption.
Alex Cole · 12 May 2026
The Deflection Trap: Why Routing Metrics Don’t Equal Resolution
On paper, the numbers look good. Call volumes are down. Self-service containment is up. Average handle time is improving. For many CX leaders, these signals ...
Rob Wilkinson · 5 May 2026
Five9 Bets on a Unified CX Platform as AI Reshapes Contact Centers
Five9 Q1 highlights AI momentum, unified CX platform strategy, and fixed commitments replacing seat-based contact-centre pricing.
Francesca Roche · 4 May 2026
Why “Chatbot Walls” Kill Trust in Travel CX, Concentrix Explains
When travel runs smoothly, customer experience rarely gets noticed. When it breaks down, trust is tested fast. In this CX Today interview, Nicole Willing sit...
Nicole Willing · 30 Apr 2026
From Chatbot to Full Multimodal: A Practical CX Roadmap
From an organizational perspective, the case for multimodal AI agents in CX is fairly open and shut. Multimodal can enable richer, visual, voice-enabled inte...
Rhys Fisher · 30 Apr 2026
The AI Fix for Disappearing Customer Journeys
In today's always-on world, customers don't think in channels – they think in outcomes. They want a simple question answered quickly, changes made without fr...
Christopher Carey · 29 Apr 2026
SoundHound’s LivePerson Deal Targets the Biggest Omnichannel CX Gap
The SoundHound LivePerson acquisition aims to unite voice AI and messaging, helping enterprises reduce context loss and simplify omnichannel customer service.
Rob Wilkinson · 27 Apr 2026
The Searchable Enterprise: Ctrl+F Your Customer Truth
Every enterprise claims to be customer-centric, yet most CX leaders still struggle to answer basic questions. Why are customers contacting us? What is actual...
Rob Wilkinson · 27 Apr 2026
How to Prove Your Omnichannel CX Is Truly Unified
Is your omnichannel contact center truly unified, or are you still forcing customers to start over from one stage to the next?
Rebekah Carter · 27 Apr 2026
Complex Products Need More Than a Chatbot
Think about the last time you called a company's support line about a broken appliance or a device that wouldn't turn on. Chances are you found yourself tryi...
Rhys Fisher · 23 Apr 2026
When Customer Journeys Go Dark: AI Orchestration and the Fight for Visibility
Enterprises often talk about "knowing the customer." They invest in CRMs, contact center platforms, analytics platforms, and automation – each designed to im...
Christopher Carey · 22 Apr 2026
One Third of Agents Are Ready to Quit Because of AI Absence, Verint Warns
Verint's 2026 report reveals 31% of contact center agents plan to quit, putting customer experience directly at risk
Francesca Roche · 16 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
Is Your Routing Engine Breaking Omnichannel CX?
Legacy routing breaks omnichannel CX. Learn AI-driven routing, orchestration layers, and metrics to fix journeys and boost resolution.
Alex Cole · 3 Apr 2026
Everything You Always Wanted to Know About CX (But Were Afraid to Ask)
Small and mid-sized businesses still flinch when they hear the words ‘contact center’. The term feels expensive, complex, and built for enterprises with glob...
Rob Wilkinson · 1 Apr 2026
The Connective Tissue of CX: Solving IT Fatigue with Interoperability
For years, enterprises have treated customer experience transformation as a technology problem. New platforms have promised richer engagement, more channels ...
Nicole Willing · 30 Mar 2026
NVIDIA Expands AI Ecosystem with Major Partnerships at GTC 2026
NVIDIA expands AI ecosystem with Salesforce, AWS, and NTT DATA partnerships, enabling real-time CX automation at scale.
Francesca Roche · 17 Mar 2026
CCW Europe research finds Omnichannel Is Stalling, And AI Isn’t Saving It... Yet
CCW Europe finds only 10% have strategic omnichannel maturity and just 4% use proactive AI. Unified customer identity remains the CX bottleneck.
Rob Wilkinson · 16 Mar 2026
UJET Introduces Agentic Experience Orchestration to Simplify Agent Workflows and Unify CX Systems
UJET launches AXO, a new CX AI orchestration platform designed to reduce agent desktop complexity and unify enterprise systems.
Francesca Roche · 11 Mar 2026
NiCE Launches Agentic AI Platform to Accelerate Contact Center Automation
NiCE launches agentic AI platform that converts enterprise interaction data into deployable AI agents for customer service automation
Francesca Roche · 10 Mar 2026
From CRM Brain to CX Engine: Salesforce’s Bold Agentforce Contact Center Bet
Salesforce’s Agentforce Contact Center redefines the contact center as an AI-first, CRM-native execution layer. What it means for CX leaders.
Rob Wilkinson · 10 Mar 2026
Command, Not Control: Surviving Social CX Without Losing Your Soul
Customers don’t complain in private anymore. They post. They tag. They amplify. And they expect a response before the next refresh. In this CX Today conversa...
Rob Wilkinson · 25 Feb 2026
Five9 Positions AI at the Core of CX Transformation Strategy
Five9 reports Q4 growth as AI-powered CX platform drives enterprise adoption, bookings acceleration, and $100MN AI revenue milestone.
Francesca Roche · 23 Feb 2026
Omnichannel Risk Check: Are You Adding Channels, or Adding Ways to Lose Trust?
Time for an omnichannel risk check? Here's how you can find out if you're adding channels, or losing ways to gain trust.
Rebekah Carter · 17 Feb 2026
The Modern Contact Center: From Legacy Platforms to Cloud CCaaS and AI–Led Operations
The contact center is modernising fast. Legacy systems are being overtaken by AI and cloud-based centers. Discover all you need to keep up.
Alex Cole · 15 Feb 2026
Medallia Unveils AI Innovations to Strengthen Omnichannel CX
Medallia launches new AI tools to improve omnichannel CX, simplify customer data analysis, and connect insights directly to action.
Francesca Roche · 12 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
Modernising the Contact Center for Always On CX: What KPMG’s Global Leaders Are Getting Right
KPMG’s Global Customer Experience Excellence 2025–2026 report shows why modernising the contact center with CCaaS, agentic AI, and Total Experience design is essential for always on CX, improving pillars like Time and Effort, Resolution, Personalization, and Integrity.
Rob Wilkinson · 29 Jan 2026
CX Leaders, Stop Repeating These 3 Service Mistakes in the Age of AI
At CCW Orlando, Barasch & McGarry COO Sangeetha Rai revealed three service mistakes CX leaders repeat in every evolution of customer experience, from outsourcing to AI.
Rob Wilkinson · 29 Jan 2026
Modernising the Contact Center for Always-On Service: AI Promises, Human Reality
Modernizing the contact center for always-on service in 2026 means balancing CCaaS migration, AI self-service, agent experience, and governance. Insights from Nerys Corfield, Martin Teasdale, and Steve Blood.
Rob Wilkinson · 21 Jan 2026
NiCE Launches Cognigy Simulator to Test and Scale AI Agents
NICE launches Cognigy Simulator, a testing and evaluation tool that helps enterprises improve AI agents for CX operations before deployment.
Francesca Roche · 21 Jan 2026
Why Shared Customer Memory is the Number One Thing You Should Demand from Cross-Channel Vendors
Looking for the best cross-channel vendors to support your AI and automation strategy? Here's why shared customer memory matters.
Rebekah Carter · 16 Jan 2026
Vonage Brings Omnichannel Capabilities into Salesforce Agentforce Marketing
Vonage launches Conversations for Agentforce Marketing, integrating two-way messaging directly into Salesforce marketing workflows.
Francesca Roche · 15 Jan 2026
Channel Convergence and the Death of Silos in the AI Era
I found myself thinking about how people contact a business. They do not really plan it in steps. They simply reach out and hope the person on the other end ...
Rob Scott · 7 Jan 2026
Cross-Channel Marketing, Sales and Service Gaps Are Driving Customers Away
Learn how to deliver consistent cross-channel marketing, sales and service with unified data, orchestration and CX integration. Improve retention and loyalty.
Rebekah Carter · 2 Jan 2026
Meta Shows How WhatsApp is Enhancing Customer Interactions to Increase Loyalty
Messaging apps like WhatsApp are transforming customer loyalty. Discover how brands like L'Occitane are leveraging conversational commerce.
Nicole Willing · 1 Dec 2025
Beyond Automation: Harnessing Agentic and Voice AI for Seamless Customer Journeys
As customer expectations continue to rise across digital channels, businesses are under growing pressure to deliver seamless, context-rich and proactive expe...
Christopher Carey · 1 Dec 2025