Forget the Rulebook: How Self-Learning AI Is Rewriting Contact Center Automation
In this discussion, Rhys Fisher, Associate Editor at CX Today, sits down with Claudio Rodrigues, Chief Product Officer at Omilia , to dig into one of the mos...
Rhys Fisher · 22 Jul 2026
The Outbound Visibility Problem No One Talks About
Outbound teams have never had more data at their fingertips, yet many struggle to answer basic questions about campaign performance. Without a unified view, ...
Francesca Roche · 21 Jul 2026
Voice AI Cannot Just Answer Calls. It Has to Resolve Them
Voice AI is becoming a more serious part of the enterprise customer service conversation. Legacy IVR systems are still frustrating and earlier versions of bo...
Nicole Willing · 15 Jul 2026
Beyond the Bot: Why the Next Generation of Virtual Agents Are Built for Orchestration, Not Just Automation
Some frustrations in life are fairly universal. Whether it’s someone stealing the parking spot right outside your house, accidentally stubbing your toe, or h...
Rhys Fisher · 15 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
Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI
Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom , to unpack why the virtual agent category is l...
Rhys Fisher · 8 Jul 2026
The Hidden Risks of Rushing into Customer Automation
The pressure to automate is outpacing organizational readiness. As enterprises race to deploy AI-powered bots and virtual agents, automation can quietly erod...
Francesca Roche · 7 Jul 2026
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the...
Rob Scott · 1 Jul 2026
Containment Without Trust Is Costing Your Customer Service Team More Than You Think
As AI-powered customer service becomes central to enterprise customer experience strategies, companies are discovering that trust is more than a soft brand m...
Nicole Willing · 15 Jun 2026
Voice Isn't Dead, It's Just Got Smarter
There's something a bit odd about the moment we're in with Voice AI. For years, chatbots were clunky, frustrating things that mostly made you want to yell "a...
Rob Wilkinson · 10 Feb 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
Agent Assist Versus Virtual Agents: How to Design an AI Roadmap That Grows with Your Organization
AI adoption in the contact center continues to accelerate. Many organizations feel pressure to deploy AI quickly while also worrying about readiness, quality...
Rob Scott · 6 Jan 2026
How AI Is Transforming Every Corner of the Contact Center From Agents to AI Agents
You can almost picture it, rows of agents, headsets on, juggling systems and scripts. For decades, the contact center has been a place defined by human patie...
Rob Scott · 17 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
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
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
HubSpot Increases Customer Base With Multi-Hub Strategy
Uncover how HubSpot solves AI fatigue by leveraging multi-hub adoption to enhance efficiency and platform capabilities for customers.
Francesca Roche · 6 Nov 2025
Contact Center Economics in the Age of Voice AI: An Inside Look
Voice systems that sound too robotic, IVR structures that are too rigid, doom loops that offer no way out… almost every consumer can relate. Yet, the needle ...
Charlie Mitchell · 20 Oct 2025
Why Outdated WEM Practices Are Holding Back Your Contact Center
For years, workforce engagement management (WEM) has promised to transform the contact center. Yet in many enterprises, the tools remain underutilized. With ...
Rhys Fisher · 15 Oct 2025
The Most Valuable AI in the Contact Center Is a Copilot, Not a Replacement
Sam Altman, CEO of OpenAI, has made several quips around the future of customer service. First, he predicted human customer support will be “totally, totally...
Charlie Mitchell · 13 Oct 2025Explainer: Reducing Time To Resolution with CX Automation
Discover how intelligent workflow automation eliminates handoffs, speeds agent responses, and delivers measurable TTR improvements without adding headcount.
Rebekah Carter · 29 Sept 2025
Gartner: No Fortune 500 Firms Will Fully Replace Customer Support Staff with AI by 2028
Gartner has predicted that no Fortune 500 company will fully replace human customer service employees with AI by 2028. The prediction comes as companies rush...
Nicole Willing · 18 Sept 2025
OpenAI CEO Sam Altman Now Claims AI Will Take Customer Service Jobs First
Sam Altman says he’s "confident" that AI will first take over customer service roles as it transforms the job market. Speaking on ‘The Tucker Carlson Show’ l...
Francesca Roche · 18 Sept 2025
Yellow.ai's Own Chatbot Got Tricked Into Generating Malicious Code, Reports
Note: Since this article was first published, Yellow.ai has reached out to underline that the attack was conducted against an experimental demo widget on its...
Nicole Willing · 17 Sept 2025
SoundHound AI Acquires Interactions for $60MN, Converges the Conversational AI Space
;SoundHound AI has swooped for Interactions, a rival developing conversational AI solutions for customer support. The $60MN deal follows its $80MN acquisitio...
Charlie Mitchell · 9 Sept 2025
NiCE Closes Cognigy Acquisition to “Redefine the Future” of CX
NiCE has completed its $955MN acquisition of enterprise conversational and agentic AI provider Cognigy. The deal, announced in July , promised to bring Cogni...
Nicole Willing · 8 Sept 2025
The SalesLoft Drift Chatbot Is Set to Go Offline After Customers Suffer Big Breaches
SalesLoft will temporarily shut down its Drift chatbot 'in the very near future' following security breaches affecting several customers. These customers inc...
Charlie Mitchell · 3 Sept 2025
AI That Actually Works: Lessons from Two Contact Centers Winning with Tech
CX Today looks at how Realtree and RideNow are driving real ROI from AI in the contact center with Voiso's smart, seamless solutions.
Rhys Fisher · 3 Sept 2025
Beyond the Hype: How Practical AI Drives Real ROI in the Contact Center
CX Today and Diabolocom show how practical AI delivered real ROI for Culligan, cutting voicemail handling time by 50% in the contact center.
Rhys Fisher · 3 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 AI Solve Accent Bias in CX? The Ethics of Voice Tech
CX Today sits down with Sanas to explore whether AI accent translation can smooth customer interactions without erasing cultural identity in the process.
Guest Blogger · 2 Sept 2025
Sabio’s Big CX Update: AI, Customer-Centricity & The Future of Contact Centers
CX Today's Rhys Fisher hosts this episode of The Big CX Update with Sabio, digging into AI, customer-centricity, and what's next for contact centers.
Rhys Fisher · 1 Sept 2025
OpenAI’s Latest Moves Put Many Voice AI Startups on Notice
OpenAI has released its "most advanced speech-to-speech model yet": gpt-realtime. The AI giant also took the wraps off its Realtime API, now generally availa...
Charlie Mitchell · 1 Sept 2025
Are We Entering a New, AI-Powered Contact Center Era?
CX Today traces the contact center's evolution from rigid on-premise systems to today's AI-powered era, and asks what Zendesk's approach means for CX next.
Rhys Fisher · 27 Aug 2025
The Contact Center of Tomorrow Starts With Data
CX Today explores why the next leap for contact centers isn't more agentic AI use cases, but the data and context strategy with Content Guru that makes them work.
Charlie Mitchell · 27 Aug 2025
6 Helpful Tools to Build AI Agents That Actually Work
CX Today and Cognigy share six essential tools for building AI agents that actually understand customer intent instead of adding friction and frustration.
Charlie Mitchell · 26 Aug 2025
Big CX News from Microsoft, Salesforce, Lenovo & Zoom
From Microsoft's new-look AI agent to a Lenovo customer service AI chatbot weakness, here are extracts from some of this week’s most popular news stories. Mi...
Rhys Fisher · 22 Aug 2025
Microsoft Steps Toward “Fully Autonomous Contact Centers” with a New-Look AI Agent
Microsoft has announced its new-look Customer Intent Agent in a move it describes as "accelerating the journey toward fully autonomous contact centers." The ...
Charlie Mitchell · 20 Aug 2025
AI’s New Role: From Job Threat to Agent Co-Pilot
CX Today's Rhys Fisher talks with ComputerTalk's Mackenzie Ellis about why AI is becoming an agent's co-pilot rather than the job threat many still fear.
Rhys Fisher · 20 Aug 2025
Gartner Magic Quadrant for Conversational AI Platforms 2025: The Rundown
Gartner has dropped its first Magic Quadrant study into the Conversational AI space in over two years. The report, previously known as the "Gartner Magic Qua...
Charlie Mitchell · 19 Aug 2025
The Future of Agentic AI: What’s Next for Contact Centers
CX Today looks beyond today's chatbots to explore what agentic AI means for the next generation of contact centers, and where the technology is headed next.
Peter Ward · 19 Aug 2025
A Customer Service AI Agent Spits Out Complete Salesforce Records in an Attack by Security Researchers
Microsoft has published many examples of how businesses can build AI agents in Copilot Studio to automate multi-step tasks, without a human in the loop. One ...
Charlie Mitchell · 18 Aug 2025
Zoom Expands the Scope of AI in Customer Service with a New Virtual Agent Use Case
Zoom has integrated its Virtual Agent with Zoom Phone, helping businesses connect callers directly with the department that can solve their issue. Often, que...
Charlie Mitchell · 18 Aug 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
How Workforce and Conversation Intelligence Drive Successful AI Adoption with Calabrio ONE
CX Today looks at how Calabrio ONE's latest workforce and conversation intelligence features, over 70 rolled out this year, are powering smarter AI adoption.
Rhys Fisher · 13 Aug 2025
Choosing The Best AI Provider for Your Contact Center
CX Today explores how contact centers can cut through the hype to choose an AI provider that delivers genuine automation, faster resolutions, and lasting value.
Peter Ward · 13 Aug 2025
Customer Service Has a New Front Door, and It’s Not Your Shiny Chatbot
51 percent of customer service journeys now start on third-party platforms, including search engines, AI apps (like ChatGPT), and social media. That's accord...
Charlie Mitchell · 1 Aug 2025
Why Is NiCE Spending Almost $1BN on Cognigy? A Deep Dive
This week, CCaaS leader NiCE announced it was acquiring Cognigy, one of the pioneers in the conversational AI space, for $955MN. That $955MN figure represent...
Zeus Kerravala · 1 Aug 2025
"Totally, Totally Gone": OpenAI CEO Sam Altman Predicts the End of Human Customer Service
Sam Altman, CEO of OpenAI , has warned of a future where AI will eliminate entire job categories, including customer support. The CEO made the comments last ...
Charlie Mitchell · 30 Jul 2025
Five9 Lays Off Three Senior Execs with Broader Jobs Cuts to Come, Sources
Since this article was first published, Five9 has confirmed its restructure in a statement to CX Today. It read: As part of our ongoing efforts to better ali...
Charlie Mitchell · 29 Jul 2025
OpenAI's New ChatGPT agent Will Find, Communicate with, and Buy from Businesses
OpenAI has announced ChatGPT agent, promising to change how consumers interact with businesses forever. The agent is capable of doing real, complex work, usi...
Charlie Mitchell · 21 Jul 2025
ServiceNow's Moveworks Deal in Danger Amid Antitrust Concerns, Reports
ServiceNow’s proposed $2.85BN acquisition of enterprise AI startup Moveworks might be in danger of falling through. Initially announced in March of this year...
Rhys Fisher · 21 Jul 2025
What Should You Look for in a Contact Center Virtual Agent?
Every day, a new technology provider seems to crop up, claiming to revolutionize customer service with their latest AI solution. Amid this noise, separating ...
Charlie Mitchell · 9 Jul 2025
Verint Is In Talks to Be Acquired by Thoma Bravo, Reports
Private equity giant Thoma Bravo is negotiating a takeover of Verint. That’s according to Bloomberg, with the publication citing "people familiar with the ma...
Charlie Mitchell · 2 Jul 2025
The Next Generation Virtual Agent: An Inside Look
Watch on YouTube. CX Today’s Charlie Mitchell hosts Jodi Reuven, a Senior Product Marketing Manager at Zoom. The duo presents a deep dive into Zoom’s next-ge...
Charlie Mitchell · 26 Jun 2025
Genesys Introduces an AI Studio, Presents a “Grown-Up Path” to Agentic AI
Genesys has launched the Genesys Cloud AI Studio, an innovation hub that supports contact centers in pivoting toward agentic-AI-driven customer engagement. A...
Charlie Mitchell · 25 Jun 2025
OpenAI Gives Businesses the Tools to Build Their Own Contact Center AI Agents
OpenAI has been hot on the heels of the traditional enterprise software vendors, making their technologies much more accessible, so tech buyers don't need to...
Floyd March · 24 Jun 2025
50% of CEOs Have or Plan to Develop a Strategy for Machine Customers, Says Gartner
A Gartner Survey has revealed that half of CEOs either have or intend to implement a strategy for machine customers in the next two years. Gartner VP Analyst...
Rhys Fisher · 19 Jun 2025
10 Lessons for Implementing Contact Center AI from Tripadvisor
Contact center AI providers are making many promises right now. In a way, that’s excellent, as customer service leaders need a vision. That vision can help t...
Charlie Mitchell · 12 Jun 2025
The New Zoom Virtual Agent Is Here, and Now It’s Agentic
Zoom has launched the next generation of its Zoom Virtual Agent at Customer Contact Week 2025. The announcement introduces agentic AI to the solution. As suc...
Charlie Mitchell · 10 Jun 2025