From Reactive to Predictive: How VoC Data Is Changing the Outsourcing Conversation
Voice of Customer data has become a staple of modern customer experience programs, yet many organizations continue to struggle to turn feedback into meaningf...
Francesca Roche · 25 Jun 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 · 19 May 2026
Why Bad AI Is Costing You Customers in 2026
More than half of customers now say businesses fail them when they need help. At the same time, 42% report their expectations have risen in 2026, compared to...
Rhys Fisher · 12 May 2026
Adobe Summit 2026: Liz Miller Calls Out the Market on AI Strategy – and She's Not Holding Back
Liz Miller joins CX Today from Las Vegas to break down what Adobe Summit 2026 actually means for enterprise marketers.
Rhys Fisher · 22 Apr 2026
Salesforce Aims to Redefine CRM Access with Headless 360
Salesforce Headless 360 moves workflows into Slack, Teams, and WhatsApp, removing the need to log into CRM interfaces.
Francesca Roche · 16 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
Amazon Now’s 30-Minute Pledge Raises the Bar for Customer Service
Amazon Now 30-minute delivery launches in London, resetting expectations for speed, reliability, and customer service. Discover how this raises the CX bar.
Rhys Fisher · 20 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
Microsoft and Algolia Push Real-Time Product Data into AI Shopping
Microsoft and Algolia will feed real-time pricing and inventory into Copilot, Bing Shopping, and Edge, helping retailers improve accuracy, trust, and visibility.
Rhys Fisher · 13 Jan 2026
Using Data Analytics to Retain Customers and Protect Revenue
Customer retention analytics helps teams spot churn risk early. Use AI dashboards to unify CRM, product, and support signals.
Sean Nolan · 10 Jan 2026
Capgemini Reveals How Transparency and Connection Now Drive Consumer Loyalty
Capgemini has released its 2026 Consumer Report , detailing how consumer value has now shifted toward fairness, transparency, and emotional connection. The t...
Francesca Roche · 6 Jan 2026
California Introduces Consumer Law to Increase Customer Expectations in Food Delivery Services
On January 1, California established its Food Delivery Platforms Assembly Bill to ensure that customer service disclosures are plainly outlined. The Assembly...
Francesca Roche · 5 Jan 2026
Want to Infuse Customer Data into Your AI Training Strategy? Start Here First
Need your AI agents to understand how real customers act? Check out this guide to safe AI agent training with customer journeys.
Rebekah Carter · 4 Jan 2026
You’re Missing the Secret to Choosing AI Personalization Engines That Pay Off
Learn how to choose AI personalization engines that don't over-message, miscommunicate, or frustrate your customers.
Rebekah Carter · 3 Jan 2026
Leverage Event Driven Orchestration in Finance Before Trust Slips Further
Learn how event-driven orchestration in finance cx integrates data and AI to provide instant issue resolution for customers.
Rebekah Carter · 1 Jan 2026
If You Don’t Check for AI Transparency in Marketing Tools, You’re Risking Customer Trust
Choosing the right AI marketing tools takes care. Learn how to evaluate safety, governance, and AI transparency in marketing software.
Rebekah Carter · 27 Dec 2025
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
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
New Shopify-Contentsquare Deal Targets Major Conversion Leaks
Discover how the new Shopify–Contentsquare partnership delivers full customer-journey visibility, uncovers friction fast, and helps retailers boost conversions during peak season.
Rhys Fisher · 18 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
A 2025 Review: The 5 Trends Every Head of CX Needs To Know
Uncover the top CX trends for 2025, highlighting the importance of accountability in AI tools amid rising regulatory scrutiny.
Sean Nolan · 3 Dec 2025
Virgin Media Faces £23.8MN Fine After Placing Its Vulnerable Customers At Risk
Virgin Media neglects customer protection, facing a £23.8 million fine for failing vulnerable customers and disconnecting essential services.
Francesca Roche · 2 Dec 2025Retail Automation: How AI Powers the Consumer Experience
Retail automation isn’t new. Stores have been adding kiosks, scanners, and back-office software for years. What’s different now is the scale. Automation has ...
Rebekah Carter · 24 Nov 2025
Vodafone Shows Off ‘Just Ask Once’ Strategy at CCExpo 2025
Understand the benefits of Vodafone Just Ask Once and how it has reshaped customer interactions for improved satisfaction.
Francesca Roche · 20 Nov 2025
How AI Helps CMOs Hit Key Marketing KPIs Faster
Learn how AI in Marketing and digital marketing tools inside your martech stack help CMOs hit KPIs and marketing targets faster.
Sean Nolan · 19 Nov 2025
UJET Acquires Spiral to Address Customer Data Analysis Roadblocks
Explore UJET's strategy to solve customer churn by boosting AI capabilities and addressing customer experience concerns efficiently.
Francesca Roche · 18 Nov 2025
Cisco Outlines Strategy to Help Customers Struggling With AI Adoption
Cisco addresses the AI readiness gap by enhancing customer experience and driving growth in AI product adoption and investment.
Francesca Roche · 13 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 2025Your Measurement Strategy is Missing the Real ROI of Workflow Automation
Are you really getting a clear look at the ROI of workflow automation? Here's what you need to be measuring.
Rebekah Carter · 11 Nov 2025
Cracks in CX: Customer Journey Fragmentation Is Becoming Too Expensive to Ignore
Customer journey fragmentation is breaking your CX stack crack by crack. Learn how to fix it.
Rebekah Carter · 7 Nov 2025
Microsoft’s Refund Glitch Deepens Customer Trust Challenge Amid Australian Legal Action
Microsoft’s refund offer to subscribers glitches as Australia's consumer regulator pursues claims it misled 2.7M Australians over price hikes.
Nicole Willing · 6 Nov 2025
Amazon Sues Perplexity for Allegedly Misusing Its AI Shopping Tool
Legal actions by Amazon against Perplexity highlight concerns over AI shopping tools and their impact on customer experience.
Francesca Roche · 5 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
Agentic AI Ushers in a New Era of Holiday Shopping
This holiday season, AI agents are set to enhance the shopping experience with customised deals and intelligent suggestions.
Nicole Willing · 4 Nov 2025
AWS Suggests Third-Party Agents Are Yet To Deliver Acceptable Customer Experience
Learn about the Amazon earnings report and how the company addresses difficulties regarding AI shopping agents and customer experience.
Francesca Roche · 3 Nov 2025
Where Does Customer Journey Mapping Go Wrong?
To dig into the challenges and opportunities of customer journey mapping, Charlie is joined by: Katie Stabler, Founder of CULTIVATE Customer Experience by De...
Charlie Mitchell · 27 Oct 2025
Microsoft Faces Legal Action After Allegedly Misleading 2.7 Million Copilot Customers
A lawsuit has been filed against Microsoft after allegations were made of purposefully misleading 2.7 million Australian users. Today, the Australian Competi...
Francesca Roche · 27 Oct 2025
When Reality Fails to Meet Expectation: Sprinklr Study Uncovers Huge CX Flaw
A CX report has discovered that whilst 91% of businesses leaders believe they deliver consistent customer service, only 36% of customers agree. In the report...
Francesca Roche · 20 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
Customers Shouldn’t Have to Fight for Help. Here's a Better Approach
Prepping for a customer support conversation can sometimes feel like gearing up for a battle. A friend or family member may even feel they need to offer coac...
Charlie Mitchell · 6 Oct 2025
NVIDIA Backs ElevenLabs to Enhance AI-Powered Customer Experience
AI chipmaking giant NVIDIA has invested in UK-based unicorn ElevenLabs, a specialist in AI-generated speech and audio technology. The move underscores the gr...
Nicole Willing · 25 Sept 2025
Stop Blaming Agents: The Real Culprit Behind Poor CX
Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics , to dive into a topic often overlooked but absolutely mission-critical: audio quality in the...
Rhys Fisher · 18 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
Why Legacy CCaaS Pricing Is Broken and What’s Next
Seat-based pricing has long been the standard for contact centers, and before the rise of AI, it worked well. Service teams had a fixed number of agents, and...
Charlie Mitchell · 9 Sept 2025
When AI Sounds Human: What It Means for the Future of Customer Service
CX Today and PolyAI explore how humanlike conversational voice AI is replacing frustrating hold times with natural, scalable customer service.
Rhys Fisher · 2 Sept 2025
Can You Hear Me Clearly? Why Audio Quality Is a Compliance Risk
When discussing compliance risks in the contact center space, audio quality isn’t usually the first thing that comes to mind. However, according to Verizon’s...
Rhys Fisher · 20 Aug 2025
No More “Ifs”: Why AI Is Now a Non-Negotiable for Government Customer Service
CX Today and ComputerTalk make the case for AI in government customer service, as citizens now expect the same frictionless, personalized experiences as private brands.
Rhys Fisher · 19 Aug 2025
A Scammer Hijacks United Airlines’ Customer Support Line, Costing the Victim $17k
In this day and age, somebody getting scammed over the phone doesn’t usually make headlines, but there’s something unique and troubling about Dan Smoker’s in...
Rhys Fisher · 18 Aug 2025
Top Feedback Management Software Vendors in 2025: Tools That Turn Voices into Value
Most companies collect feedback, but few know how to use it effectively. That’s starting to change, with the help of the top feedback management software. Mo...
Rebekah Carter · 21 Jul 2025
Is NPS Really BS? Another Study Suggests So
Since its inception in 2003, the Net Promoter Score (NPS) has been a constant fixture in many customer experience reports, internal and external. However, la...
Rhys Fisher · 26 Jun 2025
Customer Experiences in the US Hit a Record Low (Again!), Forrester Says
A Forrester study has revealed that CX quality in the US and Canada is at an all-time low. Indeed, consumer perceptions of the standard of CX being delivered...
Rhys Fisher · 25 Jun 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
From CEO Dismissal to Courtroom Drama: Dubber Takes Legal Aim at BDO Over Missing AU$26.6m
Dubber wants its money back, and it’s ready to fight for it. The cloud-based call recording software provider made headlines in March of last year when it su...
Rhys Fisher · 18 Jun 2025
The Current State of Customer Service: A Breakdown
This year, NiCE surveyed 12,000+ consumers and 270 C-suite leaders from enterprise companies. In doing so, the company uncovered many intriguing insights int...
Charlie Mitchell · 11 Jun 2025
Happy Agent = Happy Customer: Why More Contact Centers Are Focusing on the Agent Experience
As the name suggests, the customer experience space has a tendency to primarily focus on the customer. This is particularly true in the contact center, where...
Rhys Fisher · 10 Jun 2025
5 New Customer Expectations for 2025 (and How to Outpace Them!)
Some things never change. Consumers crave convenience, safety, and status as they have for decades. However, the complexity of meeting these baseline needs k...
Charlie Mitchell · 21 May 2025
OpenAI Rolls Out Shopping in ChatGPT Following Rumors of a Big Shopify Partnership
ChatGPT is letting users shop directly from their search results, OpenAI announced today. The news comes as search is becoming increasingly popular through C...
Floyd March · 29 Apr 2025
The Convergence of AI, CX, and EX - A New Era for Customer Experience Professionals
Artificial intelligence (AI) is reshaping the landscape of customer experience (CX) and employee experience (EX). Organizations are no longer just using AI t...
David Dungay · 28 Mar 2025
How Krisp’s AI Live Interpreter is a Win-Win for Contact Center Agents and Customers
If you haven’t heard about Krisp’s Live Interpreter solution yet, you’re already behind the curve. For a full breakdown of the tool and how it works, you can...
Rhys Fisher · 18 Mar 2025