The Flatbot Is Dead. The Real CX Question Is What Replaces It.
At Dreamforce 2026, CX Today’s Rob Scott explores why “flatbots” are being replaced by agentic AI built to personalize service, reduce escalations, and drive revenue.
Rob Scott · 18 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
Why Amazon’s Salesforce MCP Move Matters For CX
Amazon Connect Customer and Salesforce integrated via MCP, signaling a major shift in AI orchestration, self-service, and contact center CX.
Rob Wilkinson · 14 Jul 2026
AI Is Everywhere in CX, So Why Don’t Agents Trust it Yet?
Despite widespread AI adoption, customer service agents still don’t trust outputs due to fragmented data and legacy workflows.
Francesca Roche · 22 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
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
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
American Airlines Expands App Features to Give Customers More Control During Travel Disruptions
American Airlines enhances app with self-service tools to improve transparency and give customers more control during travel disruptions.
Francesca Roche · 21 Jan 2026
ElevenLabs and Deutsche Telekom Bet Big on AI Voice Agents for Customer Service
ElevenLabs partners with Deutsche Telekom to bring AI voice agents to customer service via app and phone, enabling 24/7 support and more human-sounding voice CX, with comments from Deutsche Telekom Chief Product & Digital Officer Jonathan Abrahamson.
Rob Wilkinson · 15 Jan 2026
Cisco and Proto Hologram Demo an Edge AI Hologram for Retail CX
Cisco and Proto Hologram demonstrated Kailey, an edge AI hologram chatbot, at NRF. Learn what the Cisco Unified Edge deployment could mean for retail customer experience and in-store support.
Rob Wilkinson · 14 Jan 2026
The Call That Cost a Fortune
Every CX leader's nightmare: the one call that went catastrophically wrong . In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Va...
Rob Scott · 30 Dec 2025
Unpacking Forrester’s CX Predictions for 2026
As 2026 rolls around the corner, a new wave of customer experience predictions is coming in, with experts and analysts from across the CX industry keen to fo...
Francesca Roche · 29 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
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
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
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
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
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
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
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
Thoma Bravo Closes Verint Deal, Creating the “Industry’s Most Comprehensive AI-Powered CX Platform”
Explore the Thoma Bravo Verint acquisition and its implications for AI-powered customer experience platforms.
Rhys Fisher · 10 Dec 2025
Microsoft Invests $36.5BN into India and Canada for AI Initiative, Expanding Local Customer Services
Understand the significance of Microsoft's investment to localize AI in India and Canada, transforming digital landscapes and skills.
Francesca Roche · 10 Dec 2025
IBM and Riyadh Air Collaborate to Launch AI Native Customer Travel Services
Explore the future of travel as IBM and Riyadh Air expand partnership, creating an AI-native airline for superior customer service.
Francesca Roche · 8 Dec 2025
Salesforce Reports Record Cyber Week as AI Agents Drive $67BN in Sales
Salesforce analysis shows AI agents powered record Cyber Week performance, as shoppers increasingly trust agentic commerce for holiday buying.
Nicole Willing · 8 Dec 2025
Salesforce’s Zahra Bahrololoumi CBE Unveils How Global Brands Are Building Agentic Enterprises
Explore the concept of agentic AI and how it fosters collaboration between humans and AI for customer success.
Rob Wilkinson · 4 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
Forget AHT, Cost-Per-Resolution Is Becoming the Metric CFOs Care About Most
CFOs are shifting to cost-per-resolution as the key metric for AI ROI. Learn why outcome-based CX metrics beat legacy KPIs.
Rebekah Carter · 17 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
Canada Revenue Agency Rehires Service Agents After Complaints
The Canada Revenue Agency (CRA) is bringing back some customer service agents and ramping up self-service tools after months of complaints about long wait ti...
Nicole Willing · 23 Oct 2025
Klarna Rethinks CRM AI Strategy by Partnering With Google Cloud
Google Cloud and Klarna have announced a strategic partnership that will include AI models after Klarna decided to redeploy its customer service staff. The c...
Francesca Roche · 15 Oct 2025
Where Should My Contact Center Invest In AI? This Test Will Tell You
CX Today’s Charlie Mitchell welcomes Wajih Kazmi, Senior Product Marketing Manager at RingCentral , to discuss the company's new AI Maturity Assessment. The ...
Charlie Mitchell · 22 Sept 2025
Why Voice Alone Can’t Deliver Modern Product Support
Voice has been the backbone of customer service for decades, but in many ways, it wasn’t built for today’s products, customers, or expectations. In an era wh...
Rhys Fisher · 17 Sept 2025
Salesforce CEO Pressed on Cutting 4,000 Customer Support Reps
Marc Benioff, CEO of Salesforce , has responded to the media frenzy surrounding his company’s decision to shrink its customer support team. That frenzy ensue...
Charlie Mitchell · 4 Sept 2025
The Proposed US Bill to Mandate Human Customer Support: Everything That’s Wrong With It
In July, two US senators proposed the "Keep Call Centers in America Act of 2025". If it passes, the bill would serve two primary purposes: Ensure customers a...
Charlie Mitchell · 2 Sept 2025
The Opus Research Conversational AI / Self-Service Intelliview 2025: Top Takeaways
The Opus Research Intelliview is a coveted market report that informs enterprise conversational AI / self-service buying decisions. Like similar market studi...
Charlie Mitchell · 13 Aug 2025
3 In 5 Contact Center Agents Don't Recommend Self-Service, Finds Gartner
A Gartner study has revealed that 60 percent of customer service agents fail to champion self-service channels. The research firm surveyed almost 6000 custom...
Rhys Fisher · 24 Jun 2025
Salesforce Debuts Agentic Self-Service, Aims to “Revolutionize” Customer Portals
Salesforce has introduced agentic self-service at Customer Contact Week 2025. Essentially, it’s a customer portal that integrates with Agentforce – Salesforc...
Charlie Mitchell · 11 Jun 2025
Adobe Launches a New Product Support AI Agent, Looks to Lighten the Customer Load
Adobe has added a new AI agent to its Adobe Experience Platform, which aims to streamline case management. As customers submit support tickets, the new Produ...
Rhys Fisher · 4 Jun 2025
What's the Cost of Not Investing in Customer Service AI and Automation?
AI is sparking the next technological revolution. Consider the last revolution, driven by the internet. That happened in the 1990s. Back then, businesses had...
Charlie Mitchell · 7 Apr 2025
What Is Agentic AI?
Agentic is a type of artificial intelligence that is designed to act autonomously, making decisions and taking actions towards a specific goal. Passive – or ...
Susie Harrison · 3 Jan 2025
Five9 to Launch ‘New Paradigm’ AI Agents Next Week
Five9 will launch its “next generation” intelligent virtual agents next week, CEO Mike Burkland has revealed. Speaking on an earnings call with investors, th...
Tom Wright · 8 Nov 2024
‘A Critical Part of CX’ – HubSpot to Acquire CPQ Vendor
HubSpot has revealed plans to acquire subscription billing management and configure, price, quote (CPQ) start-up Cacheflow for an undisclosed amount. Cachefl...
Tom Wright · 11 Oct 2024
Brands Must Embrace Voice Tech or Get Left Behind, Report Says
A TELUS Digital report has revealed the growing trend of customers embracing AI-powered voice technology. Indeed, the findings revealed that 81 percent of Am...
Rhys Fisher · 8 Oct 2024
7 Top CX Automation Trends to Watch This Year
CX automation solutions, from intelligent chatbots to IVR systems and routing software, are taking the contact center by storm. More than 99% of professional...
Rebekah Carter · 20 Sept 2024
Avoiding the Top Self-Service Pitfalls to Deliver an Exceptional Customer Experience
Self-service has undoubtedly been a boon in CX. The benefits are numerous. Aside from the clear increases in efficiency, 24/7 availability and consistency – ...
Susie Harrison · 22 Aug 2024
Only 1 in 7 Customer Service Queries Resolved with Self-Service, Gartner Study Finds
A Gartner survey has revealed that self-service is still failing to deliver on its promise. The 5,728 customers surveyed admitted that only 14 percent of the...
Rhys Fisher · 19 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
Channel Shift and Digital Transformation: Embracing True Omni-channel Customer Service
Customers are no longer restricted to contacting businesses over the phone. The modern customer journey now takes place over multiple channels, from SMS to s...
Rebekah Carter · 13 Aug 2024
Afiniti Unveils New AI-Powered Avaya Integration
Afiniti, a provider of AI optimisation solutions for customer experience, has introduced its new eXperienceAI technology. Partnering with Avaya, a global CX ...
Tom Wright · 24 May 2024
Proactive Customer Service: Definition, Examples and Strategies
Today’s customers demand more from companies. Reacting quickly to problems and issues isn’t enough. You need to offer proactive customer service to engage yo...
Rebekah Carter · 11 Apr 2024
AWS Launches New Self-Service Tool for Live Chat, Releases More Innovations for Amazon Connect
AWS has expanded its Step by Step Guides solution so contact centers can design self-service experiences for customers in live chat. Already, Amazon Connect ...
Charlie Mitchell · 25 Mar 2024
HMRC Tries to Shelve Phone Customer Service, Backtracks Amid Furor
Having yesterday announced that it will be closing a key customer helpline for six months of the year, HMRC has backtracked almost immediately – stating that...
Rhys Fisher · 20 Mar 2024
How LLMs and AI Will Change the Contact Center Landscape
Artificial Intelligence (AI) isn’t a particularly new concept for contact center leaders. For years, companies have leveraged AI to help with everything from...
Rebekah Carter · 19 Mar 2024
10 Ideas to Improve the Contact Center Experience for Agents and Customers
For years, companies saw customer experience and employee experience as two separate concepts. A great employee experience in the contact center environment ...
Rebekah Carter · 6 Mar 2024
Gartner: Customer Service Leaders Have Three Priorities to Improve Customer Experience In 2024
Gartner has revealed that customer service leaders will prioritize customer journey analytics, self-service, and generative-AI-powered agent-assist in 2024. ...
Charlie Mitchell · 5 Feb 2024
10 Impressive SugarCRM Features for Customer Service
If you're wondering which SugarCRM features make the SaaS platform for CX teams stand out, you're in the right place. SugarCRM is one of the highest-rated an...
Rebekah Carter · 12 Jan 2024
10 Impressive Amazon Connect Features for CX Success
If you’re wondering which Amazon Connect features to focus on when implementing your new CCaaS technology, you’re in the right place. As one of the most powe...
Rebekah Carter · 27 Dec 2023
The Best Salesforce Service Cloud Features for CX Leaders
If you’re looking for insights into the most impressive Salesforce service cloud features worth accessing today, you’re in the right place. Over the years, S...
Rebekah Carter · 24 Nov 2023
10 Incredible Talkdesk Features for CX Success
The number of innovative Talkdesk features introduced to empower customer service teams and strengthen CX results has skyrocketed in the last year. Like many...
Rebekah Carter · 17 Nov 2023