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
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
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
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
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
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
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
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
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 2025
Customer Research Strategy that Delivers Optimal Customer Experiences
Watch on YouTube CX Today's Susie Harrison hosts Rema Nasif, Managing Director of Strategy at OneMagnify . In this session, we discuss: What's top of mind fo...
Susie Harrison · 9 Oct 2024
CX Awards 2023 Winners 🏆
AI is everywhere. CCaaS and UCaaS systems are converging. Immersive experiences are emerging. These are just some of the trends touching the customer experie...
Charlie Mitchell · 17 Feb 2023
The CX Awards Final Is Today: Here’s What You Can Expect!
Register to attend the final 👉 The CX Awards final is just around the corner, with almost 40 prominent tech providers from across the customer experience spa...
Charlie Mitchell · 13 Feb 2023
The CX Awards 2023: Shortlist of Finalists Revealed
Register to attend the final 👉 Competition within the CX tech market is rife, with hundreds of vendors from CCaaS to CRM promising to deliver a significant R...
Charlie Mitchell · 3 Feb 2023
BISSELL Transforms CX Strategy with Five9
Watch and subscribe on YouTube . CX Today's David Dungay hosts Joe Lochinski, Service Automation & Analytics Manager, BISSELL . In this session, we discuss t...
David Dungay · 24 Oct 2022
Making the Most of User-Generated Content
Watch on YouTube . In this session we discuss the following: The key considerations for success for a business seeking to take advantage of user-generated co...
William Smith · 20 Sept 2021
VOC Trends: Automation, COVID and the Sector's Future
Watch on YouTube . In this session we discuss the following: The key considerations to bear in mind when soliciting feedback The extent emerging technologies...
William Smith · 24 Aug 2021
Puzzel's CEO Talks CCaaS Innovation and Growth
Watch on Youtube . In this session we discuss the following: Frederic Laziou, CEO, Puzzel - professional and company bio What topics and trends are dominatin...
Rob Scott · 19 May 2021