ServiceNow Completes Moveworks Acquisition, Cementing Its Agentic AI Ambitions
ServiceNow has finalized its Moveworks acquisition, strengthening its agentic AI strategy with a powerful conversational front door and autonomous workflow capabilities.
Rhys Fisher · 15 Dec 2025
The Visibility Crisis: Why You Need Generative Engine Optimization Now
Is your marketing customers invisible to AI search engines and machine customers? It's time to invest in generative engine optimization.
Rebekah Carter · 12 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
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
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
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
Salesforce Releases Two Industry-Specific Agentforce Offerings in Three Days
Salesforce launched two industry-specific Agentforce offerings in three days last week. First came Agentforce for Public Sector, swiftly followed by Agentfor...
Charlie Mitchell · 25 Aug 2025
Zoom Is Winning Contact Center Market Share Because Others Are Failing
Zoom’s earnings grew at their fastest rate in almost three years last quarter. Indeed, its Q2 revenues rose 4.7 percent year-over-year (YoY) to $1.217BN. A k...
Charlie Mitchell · 25 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
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
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
Why Voice Automation Is Finally Ready to Resolve, Not Just Redirect
CX Today and Mavenoid explore how voice automation is finally moving beyond simple call redirection to actually resolve customer issues on the first try.
Rhys Fisher · 12 Aug 2025
AI Hallucinations Are a Roadblock. Here’s How PolyAI Is Helping Enterprises Push Past Them
CX Today and PolyAI explore how retrieval-augmented generation helps voice AI overcome hallucinations, giving enterprises more accurate, trustworthy customer conversations.
Guest Blogger · 6 Aug 2025
Your Next Customers Will Be AI. Are You Ready?
In 2010, two brothers from Richmond, Virginia, frustrated at never-ending customer service wait times, launched an app designed to hold a customer’s place in...
Peter Ward · 31 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
Traditional Contact Centers Are Failing the Next Generation. But What Comes Next?
Beyond technology, an important cultural shift is happening. A new generation is growing up with AI as a normal part of life. For this generation, asking AI ...
Charlie Mitchell · 17 Jul 2025
Contact Center AI Assistants Are Introducing New Inefficiencies & Burdens, Finds Study
A new study has highlighted the teething issues some contact centers face when implementing AI assistants. Researchers from a selection of Chinese universiti...
Rhys Fisher · 8 Jul 2025
Implementing Contact Center Copilots: 2degrees' Challenges, Lessons, and Best Practices
Watch on YouTube. CX Today's Charlie Mitchell hosts Wayne Anderson, General Manager of Digital Delivery at 2degrees . Anderson discusses how the popular tele...
Charlie Mitchell · 3 Jul 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
Why Agentic AI Isn’t Always the Answer
Newer doesn’t always mean better. Whether it’s a parent convincing a child that they don’t need another new toy because they hardly play with the 30 they alr...
Rhys Fisher · 15 May 2025
Zoho Zia Agents: What Are They, and What Can They Do?
Like most of its competitors, Zoho is evolving its AI strategy. It's no longer just focused on virtual assistants or "copilots" that assist employees working...
Rebekah Carter · 13 May 2025
Klarna Grapples with AI-Led Customer Service, Pivots to an “Uber Type of Setup”
Klarna is flip-flopping on its AI-first strategy. Last year, the company suggested that investment in AI could help reduce its staff by more than half. Befor...
Rhys Fisher · 12 May 2025
Salesforce CEO Declares the Era of ‘Clippy’ Over, Next Comes the Humanoid Robots
Marc Benioff, CEO of Salesforce , jabbed Microsoft again in his latest podcast appearance. "Thank God we left that ‘Clippy’ copilot age behind us," he joked....
Floyd March · 12 May 2025
Deepgram Introduces Nova-3 to “Transform” Customer Service Transcription
In February 2025, Deepgram unveiled Nova-3, the latest iteration of its popular speech-to-text (STT) model. As customer service teams increasingly rely on AI...
Charlotte Simms · 17 Apr 2025
Adobe Summit 2025: 5 Top Takeaways from the Digital Experience Conference
The Adobe Summit returned to Las Vegas in 2025, and – as expected – agentic AI stole the headlines. However, while the headlines tell a familiar story, Adobe...
Charlie Mitchell · 24 Mar 2025
ServiceNow Snaps Up Moveworks for $2.8BN, Bids to Be “the Market Leader” in CRM
ServiceNow has agreed to acquire Moveworks for $2.8BN, representing the largest deal in its history. Moveworks provides companies – including Siemens, Toyota...
Charlie Mitchell · 10 Mar 2025
Real-Time Translation, Accent Smoothing & AI Agents – Krisp & CX Today Explore the Future of CX
Watch on YouTube Join Rhys Fisher, Deputy Editor at CX Today , as he delves into the future of AI in contact centers with Davit Baghdasaryan, Co-founder & CE...
Rhys Fisher · 27 Feb 2025
Salesforce Goes Live with Its Service Assistant, Shares a Roadmap for AI in Service Cloud
The Salesforce Service Assistant is now generally available on Service Cloud. There, the assistant develops step-by-step plans to help live agents handle que...
Charlie Mitchell · 19 Feb 2025
What Is HubSpot Breeze, and How Does It Work?
HubSpot is evolving. Eager to become more than just one of the most "user-friendly" and versatile CRM solutions for sales, service, and marketing teams, HubS...
Rebekah Carter · 18 Feb 2025
Cisco Makes Its AI Assistant Available on the Webex Contact Center, Integrates an AI Agent
Cisco’s AI Assistant is now generally available on the Webex Contact Center. Announced at Cisco Live 2025 EMEA, the AI Assistant will support contact center ...
Charlie Mitchell · 11 Feb 2025
Google Launches an AI Agent That Will Call Customer Service for You
Google has launched an experimental new machine customer feature: "Ask for Me". The feature empowers its search engine users with an AI agent, which may call...
Charlie Mitchell · 3 Feb 2025
Microsoft to Scrap Smart Assist in Dynamics 365 Customer Service
Microsoft Dynamics 365 Customer Service customers will lose access to Smart Assist before the close of 2025. Smart Assist provides a panel on the agent deskt...
Charlie Mitchell · 30 Jan 2025
Telefónica Tech Targets Customer Service with New GenAI Platform
Telefónica Tech has launched a generative AI (GenAI) platform targeting customer service. The platform will allow contact center teams to leverage customizab...
Floyd March · 29 Jan 2025
Copilots & Virtual Assistants: Emerging Use Cases, Trends, & Strategies
Copilots and virtual assistants are continuing to drive efficiency across customer-facing teams. In doing so, they are drafting customer responses in service...
Floyd March · 23 Jan 2025
The Future of Copilots and AI Agents: Takes from Microsoft, Salesforce, & NVIDIA
Copilots and AI Agents are taking the world by storm. First, Copilots - the AI companion tools created by Microsoft, Google, AWS, Zoom, Salesforce, and count...
Rebekah Carter · 17 Jan 2025
20 Excellent Use Cases for a Contact Center Virtual Assistant
The contact center virtual assistant has evolved, supporting customer service teams in various new ways. Additionally, they are smarter than ever, leveraging...
Rebekah Carter · 15 Jan 2025
What Is Microsoft Copilot Studio, and How Can I Create a Custom Agent?
Ready to tap into the limitless opportunities offered by agentic AI? Microsoft Copilot Studio is the low-/no-code toolkit created by Microsoft that empowers ...
Rebekah Carter · 14 Jan 2025
SAP Announces a New Loyalty Management Solution & AI Shopping Assistant
SAP has shared plans to release a new loyalty management solution in the second half of 2025. The solution targets retailers and consumer packaged goods comp...
Charlie Mitchell · 9 Jan 2025
NVIDIA CEO Jenson Huang’s Vision for Agentic AI In 2025: The Rundown
In November, NVIDIA held an AI Summit in Japan. There, CEO Jenson Huang shared his vision for enterprise tech in 2025, calling it the "year of AI Agents." Ac...
Charlie Mitchell · 31 Dec 2024
HubSpot’s Acquisition of Frame.ai Bolsters Breeze & Its AI Scalability
At the beginning of December, HubSpot agreed to acquire Frame.ai, the conversational intelligence provider. To differentiate in a crowded market, Frame.ai mi...
Charlie Mitchell · 30 Dec 2024
The Microsoft Copilot of Today vs. Tomorrow: Don’t Write It Off Just Yet
In October, the Australian Government released the results of a six-month trial of Microsoft 365 Copilot. The results proved somewhat underwhelming. For inst...
Charlie Mitchell · 16 Dec 2024
AWS re:Invent 2024: 5 Top Takeaways for Customer Experience Eggheads
With 60,000 attendees, 2,000 learning sessions, and 186 tattoos given (yes, really), AWS’s learning conference hit new heights in 2024. Yet, no single announ...
Charlie Mitchell · 10 Dec 2024
Verint Acquires Cogito, Develops a Bot That Scores Live Customer Conversations
Verint has acquired Cogito, a real-time agent coaching and guidance solutions provider. A company spokesperson confirmed the roll-up to CX Today, which was f...
Charlie Mitchell · 5 Dec 2024
Kore.ai Releases an Agentic AI Platform, Aims to “Transform How Enterprises Operate”
Kore.ai has launched a new Agentic AI Platform: AI for Work. The vendor typically supports organizations in automating enterprise communications as a convers...
Charlie Mitchell · 4 Dec 2024
AWS Gives Amazon Connect a GenAI Facelift, Makes 10 Big CCaaS Announcements
AWS has embedded a host of generative AI (GenAI) capabilities across its CCaaS platform: Amazon Connect. The capabilities cover self-service, proactive outre...
Charlie Mitchell · 2 Dec 2024
Microsoft’s Autonomous Agents Are Now Available In Public Preview
Microsoft has announced a public preview of its agentic AI. Announced at Microsoft Ignite 2024, the preview will allow customers to test pre-configured agent...
Charlie Mitchell · 19 Nov 2024
Zoho CEO on Freshworks' Layoffs: “This Is Naked Greed, Nothing Less”
Sridhar Vembu, Founder & CEO of Zoho , has swiped at Freshworks over its latest round of layoffs. Last week, Zoho’s CRM market rival cut 660 roles , trimming...
Charlie Mitchell · 12 Nov 2024
Microsoft Shares More CCaaS Wins, Reveals Growth In Copilot for CRM & ERP
Microsoft has secured numerous wins with international brands for its Dynamics 365 Contact Center. Launched in July, the “copilot-first” CCaaS platform layer...
Charlie Mitchell · 31 Oct 2024
Salesforce Goes Live with Agentforce, Promises to “Redefine What’s Possible In Business”
Salesforce has announced that its Agentforce platform is now generally available. The platform allows businesses to scope, test, and deploy out-of-the-box au...
Charlie Mitchell · 29 Oct 2024
Microsoft Makes Its Agentic AI Move, Announces Ten Pre-Built Agents for Dynamics
At the tech giant’s AI Tour in London last week, Satya Nadella, CEO of Microsoft, set out his vision for Autonomous Agents. "AI Agents will work as personal ...
Charlie Mitchell · 28 Oct 2024
Context Summaries and Suggested Replies - a Deep Dive into Cisco’s AI-Powered CX Features
CX Today’s Tom Wright hosts Cisco’s Sudarshan Dharmapuri . In this session we discuss the following: 1) How AI is driving Cisco’s CX strategy 2) New features...
Tom Wright · 25 Oct 2024
SAP Introduces AI Agents That Collaborate Across Business Functions
At TechEd 2024, SAP introduced collaborative AI agents to expand the capabilities of its copilot Joule. Currently, Joule just focuses on singular tasks that ...
Charlie Mitchell · 17 Oct 2024
Zendesk Launches an AI Agent Builder, Enhances Its Agent Copilot
Zendesk has introduced an AI Agent Builder as part of a massive release wave across its platform. The solution allows customer service teams to build bots – ...
Charlie Mitchell · 9 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
The Big Salesforce-NVIDIA Announcement: A Closer Look
At Dreamforce 2024, Salesforce announced a new partnership with NVIDIA. The partnership will see the tech giants team up to infuse Salesforce Data Cloud and ...
Charlie Mitchell · 2 Oct 2024
Salesforce Dreamforce 2024: 5 Top Takeaways from the Event (So Far!)
After a steady stream of high-profile pre-event announcements, Dreamforce 2024 is officially underway. Unexpectedly, the new Agentforce platform , which empo...
Charlie Mitchell · 18 Sept 2024
HubSpot Promises to Make AI Easy, Announces Breeze
HubSpot has unveiled Breeze, a set of AI solutions embedded across its entire customer platform. Chiefly, those solutions include Breeze Copilot, Breeze Agen...
Charlie Mitchell · 18 Sept 2024