The Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask
In this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr , about how AI-generated answers are changing customer di...
Rob Wilkinson · 7 Sept 2026
Stop Asking for Feedback: How Context-Aware Listening Replaces the Survey Link
For years, the survey link gave brands a simple way to ask customers what happened. But simplicity has come at a cost. Feedback is often delayed, disconnecte...
Rob Wilkinson · 22 Jul 2026
How Age UK Uses Twilio To Tackle The Loneliness Epidemic
Discover how Twilio Flex helps Age UK deliver telephone companionship to isolated older people across the UK.
Francesca Roche · 16 Jul 2026
Death of the Survey Link: The Future of Customer Feedback Is Conversational
Are traditional survey links dead? With response rates at historic lows, the answer might be yes. In this episode, Rob Scott sits down with Sprinklr’s Sonal ...
Rob Scott · 8 Jul 2026
Why AI Trained to Say “No” Is Failing Your Customers
There is a growing narrative that AI in customer service is being trained to “say no,” prioritizing containment and deflection to avoid passing customers ove...
Nicole Willing · 10 Jun 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
Why B2B Communities Are No Longer Optional – They Are Revenue Engines
Discover how community engagement platforms are transforming B2B customer relationships, trust, and long-term commercial performance.
Francesca Roche · 21 Apr 2026
Breaking Data Silos Across Teams and Systems to Deliver Connected Customer Journeys
In this CX Today conversation, Nicole Willing speaks with Keith Wilson, Executive Director of Product Management for Customer Experience at CSG , about why f...
Nicole Willing · 7 Apr 2026
Gartner Magic Quadrant for Voice of the Customer (VoC) Platforms 2026: The Rundown
Gartner's 2026 Magic Quadrant for Voice of the Customer platforms is here. Discover how all 12 vendors performed and what changed from 2025.
Rhys Fisher · 13 Mar 2026
What Should Your 2026 Customer Community Strategy Checklist Include Before Competitors Win Your Members?
Planning a customer community strategy for 2026? Learn how to align purpose, budget, governance, and KPIs to drive retention and advocacy.
Sophie Wilson · 10 Mar 2026
What’s Really Powering CX Community Platforms Behind the Scenes? Understand the Tech Stack
Learn how customer community platforms work across CRM integration, marketing automation, analytics, and AI in community management.
Sophie Wilson · 10 Mar 2026
The Top 10 Platforms To Know About For Customer Community Engagement In 2026
Explore nine customer community platforms shaping enterprise CX in 2026, from Salesforce Experience Cloud to Sprinklr and Sprout Social.
Sophie Wilson · 2 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
What Are the CX Community Engagement Trends to Watch in 2026?
Community-led customer experience is becoming core infrastructure in 2026, driving trust, retention, and influence in AI-driven environments.
Sophie Wilson · 17 Jan 2026
The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily
Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. W...
Rob Scott · 14 Jan 2026
How Customer Communities Reduce Churn In B2B
B2B customer community retention reduces churn by improving adoption, scaling support, and building advocacy.
Sophie Wilson · 10 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
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
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
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
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
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
Data Sovereignty Becomes a Strategic Imperative Under Europe’s Compliance Rules
Data sovereignty is reshaping cloud, AI, and compliance strategies across Europe, as vendors respond with new sovereign cloud offerings.
Nicole Willing · 25 Nov 2025
What Is Customer Feedback Management?
Explore customer feedback management strategies to capture and analyse real-time feedback, driving improvements across all teams.
Rebekah Carter · 25 Nov 2025
The Platform Advantage: How Sprinklr Is Redefining CCaaS for the Next Era of CX
In this interview, Sprinklr’s VP of Product Management explains how a platform-led approach is redefining customer experience by uniting contact center, conv...
Rob Scott · 24 Nov 2025
7 Phrases That Calm Angry Customers Down (Without Saying “Calm Down”)
Not sure what to say to angry customers? Discover 7 de-escalation phrases and best practices that help agents stay calm
Rebekah Carter · 21 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
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
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
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
Forrester’s Customer Experience Predictions for 2026
Explore the latest customer experience predictions for 2026. Discover insights from Forrester on the future of CX and challenges ahead.
Rhys Fisher · 29 Oct 2025
Inside Operata: The Rise of CX Observability for AI-Powered Contact Centers
As someone who has felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Oper...
Rob Scott · 22 Oct 2025
The Latest on ServiceNow AI Experience, Qualtrics' $6.75MN PG Forsta Acquisition, & More
This month’s lineup includes: Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wettemann...
Charlie Mitchell · 15 Oct 2025
Sprinklr Takes on CCaaS Giants with a Broader Platform Strategy
Here’s the best-kept secret in cloud contact center technology: it has become largely commoditized. Of course, some can offer a better voice platform, data s...
Charlie Mitchell · 15 Oct 2025
The Latest BIG News from Salesforce, Zendesk, SAP & Qualtrics
From Salesforce's major ITSM push to Zendesk's slew of fresh AI features, here are extracts from some of this week’s most popular news stories. Salesforce Ma...
Rhys Fisher · 10 Oct 2025
Why Are So Many Contact Center Auto-QA Projects Failing?
Earlier this year, Neil Smith, VP of Technical Support at Iterable , discussed his company’s underwhelming pilot of a contact center automated quality assura...
Chris Porter · 8 Oct 2025
Qualtrics to Snap Up Press Ganey Forsta in $6.75BN Deal, Consolidate the VoC Market
Qualtrics has agreed to acquire Press Ganey Forsta for $6.75BN. Press Ganey Forsta, often referred to as "PG Forsta", is a rising force in the voice of the c...
Nicole Willing · 7 Oct 2025
Qualtrics Finds Cynicism Around AI Threatens Customer Loyalty
Many businesses are enthusiastically deploying AI-powered chatbots and agents as the front line of their customer engagement, but a growing number of consume...
Nicole Willing · 7 Oct 2025
Thoma Bravo to Snap Up PROS for $1.4BN, Follow Up Its Verint & Dayforce Acquisitions
Thoma Bravo has agreed to acquire PROS, a prominent AI-powered pricing and revenue management software provider. The all-cash deal is valued at approximately...
Nicole Willing · 23 Sept 2025
Zendesk to Shutter Zendesk Sell, Go All-In on Customer Service
Zendesk is exiting the sales CRM business, closing down its Sell product on August 31, 2027. Customers will continue to have full access to the Sell product ...
Nicole Willing · 16 Sept 2025
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2025: The Rundown
The Magic Quadrant for CCaaS is back, and once again, NiCE and Genesys lead the way. AWS, Five9, and Talkdesk join them in the Leader square, with the latter...
Charlie Mitchell · 10 Sept 2025
Who Leads the CCaaS Space in 2025?
CX Today's Charlie Mitchell and analyst Zeus Kerravala break down who's leading the CCaaS market in 2025, and who's falling behind.
Charlie Mitchell · 4 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 2025Big CX News from Verint, Accenture, Google & Avaya
From a $2BN Verint takeover to Avaya's company-wide voluntary exit packages, here are extracts from some of this week’s most popular news stories. Verint Con...
Rhys Fisher · 29 Aug 2025
The Contentsquare-Loris Acquisition: A Closer Look
CX Today takes a closer look at Contentsquare's acquisition of Loris AI, and how merging digital journey analytics with conversational intelligence reshapes CX.
Alex Cole · 26 Aug 2025
Verint Confirms $2BN Takeover by Thoma Bravo, Set to Merge with Calabrio
This article was first published following rumors that the acquisition was close. CX Today has now updated it to reflect that the deal has been formally agre...
Charlie Mitchell · 25 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
Cisco Confirms Two $1BN+ Megadeals, Including Webex
Cisco has confirmed that two enterprises placed mega-orders worth over $1BN during fiscal year (FY) 2025. Notably, from a customer experience perspective, bo...
Rhys Fisher · 14 Aug 2025
A Verint Takeover Is Timely, But Would Have Industry-Wide Implications
Verint is the vendor many enterprises turn to when their contact center is missing one or two enterprise-grade solutions. Its workforce engagement management...
Charlie Mitchell · 12 Aug 2025
How to Spot AI That Delivers: A Buyer’s Guide
Mention of AI in the contact center isn’t exactly hard to find. The tech is evident within marketing decks, product sheets, and LinkedIn feeds. But while the...
Rhys Fisher · 5 Aug 2025
Customer Experience Management: Trends, Tips, & Tools
Customer-facing functions, like service, sales, and marketing, have worked in isolation for too long. However, many CX leaders now sense an opportunity to lo...
Charlie Mitchell · 31 Jul 2025
The Top VoC Solutions to Explore in 2025
Compare the leading VoC solutions from industry leaders like Qualtrics and Medallia to innovators like Dovetail and Pisano.
Charlie Mitchell · 25 Jul 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
The Hidden Power of AI Agents in Customer Experience
In the rush to showcase the visible applications of artificial intelligence - chatbots, digital assistants, and hyper-personalized marketing - some of the mo...
Floyd March · 14 Jul 2025