Why Should You Redesign Work Before Restructuring Teams?
This week’s developments show why workforce planning must connect automation, employee capacity, governance, and customer service outcomes. CX organizations need to understand which work disappears, which moves to AI, and which still requires human judgment.
Francesca Roche · 5 Oct 2026
The Future of CX Isn’t AI. It’s Humans
In this CX Today interview, Rob Wilkinson speaks with Kristin King, Chief Customer Officer at UJET , and Tena Curic, Senior Customer Success Manager at UJET,...
Rob Wilkinson · 25 Aug 2026
Is Microsoft’s AI Workforce Forecasting Enough for Contact Centers?
Microsoft AI workforce forecasting brings human and AI capacity planning together. But can its WEM stack improve contact center CX?
Rhys Fisher · 19 Aug 2026
Has ServiceNow’s Autonomous Workforce Changed the CX Staffing Equation?
ServiceNow Autonomous Workforce is reshaping CX staffing, forcing contact centers to manage AI capacity, escalations, and agent workloads.
Rhys Fisher · 18 Aug 2026
The CRM Trap: Why Most Contact Centers Are Paying for Integrations That Don't Actually Work
Many contact centers have CRM integrations that technically work, but still fail the people who use them every day. That distinction matters because agents a...
Rob Wilkinson · 13 Aug 2026
Why Forrester Believes Employee Experience Drives Better Customer Outcomes
Forrester's latest TX Score update aims to encourages CX leaders to prioritize employee experience ahead of seasonal customer demand.
Francesca Roche · 4 Aug 2026
Why Burnout Is a Scheduling Problem, Not a Motivation Problem
Burnout remains a persistent challenge for modern workforces, yet continues to be misdiagnosed as a personal resilience issue. With the problem running deepe...
Francesca Roche · 29 Jul 2026
How BYOB is Reshaping the Cost of Pipeline Generation
Outbound pipeline generation has long been constrained by workforce availability, with even the most advanced dialers and automation tools still relying on h...
Francesca Roche · 28 Jul 2026
FCC Offshore Call Center Proposal: Why Smart Leaders Are Already Preparing
The FCC's offshore call center proposal has been public since March. In short, the proposal would introduce new rules on how US businesses handle offshore ca...
Rhys Fisher · 28 Jul 2026
CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft
A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually look...
Rob Scott · 20 Jul 2026
Why Thoma Bravo Should Buy Five9
Five9 has credible CCaaS but lacks native WFM, and Thoma Bravo already owns the other half of the solution. But does the deal makes sense?
Zeus Kerravala · 14 Jul 2026
Stop Chasing Perfect Forecasts. Start Running a Service Team That Can Adapt in Real Time.
Metric Sherpa's Justin Robbins explains why contact centers must abandon static planning and embrace dynamic workforce orchestration to adapt
Justin Robbins · 14 Jul 2026
The Contact Center AI Governance Gap Is Costing You
When it comes to conversations about AI in the contact center, more often than not, the technology discussion is thorough, but the governance discussion is r...
Rhys Fisher · 9 Jul 2026
8x8 Expands WEM Push With AI Quality
8x8 is using nearly 3x WFM growth and new AI quality tools to push an integrated WEM strategy inside its CX platform.
Rob Wilkinson · 19 Jun 2026
Tool Overload is Killing Your Contact Center from the Inside Out
Mitel's Stuart Aldridge on why contact center agents juggling 10-14 tools on a live call is a CX problem, not just an IT one.
Rhys Fisher · 12 Jun 2026
NiCE Declares the Era of Bolted-On AI Is Over
At NiCE World 2026, NiCE unveiled an agentic AI-native CX platform, a Workforce Empowerment Suite for hybrid teams, and NiCE Labs.
Rhys Fisher · 9 Jun 2026
The Data CX Leaders Need to Justify Every Agent Experience Investment
Forrester's new EX Index links employee experience quality to customer satisfaction and revenue growth. What does it mean for contact centers?
Rhys Fisher · 9 Jun 2026
Your Workforce Isn’t Understaffed. It’s Just Losing Hours You Never Track
Workforce shrinkage in the contact center is the real problem most companies are dealing with. Here's how to fight back.
Rebekah Carter · 4 Jun 2026
ServiceNow Ran Agentic AI on Itself. Here's What Happened...
ServiceNow ran agentic AI on itself. The results and the hard lessons are ones enterprise leaders can't afford to miss.
Thomas Walker · 25 May 2026
Assembled Brings MCP to WFM as Contact Centers “Rewire” Around AI
Assembled launched an MCP server for contact center WFM, connecting Claude and ChatGPT to live workforce data for faster reporting and intraday actions.
Rob Wilkinson · 21 May 2026
Did Microsoft Just Turn WFM Into the Contact Center’s AI Budget Desk?
Microsoft Dynamics 365 adds AI Credit Estimation so contact centers can forecast AI credit costs alongside demand, signaling a new era for WFM.
Rob Wilkinson · 20 May 2026
AI Is Leaving the Contact Center - Is Anyone Ready for What Comes Next?
AI-powered workforce engagement management is expanding beyond the contact center into back-office and field service operations.
Thomas Walker · 14 May 2026
Why Are Your Scheduling Optimisations Creating Worse Customer Experiences?
How workforce scheduling optimization harms CX, spikes agent workload, and drives repeat contacts, plus fixes.
Thomas Walker · 13 May 2026
Your WEM Platform Isn’t Fixing Performance - It’s Just Documenting the Decline in Detail
More KPIs won’t save your contact center. Learn why WEM often becomes passive reporting and how to make it drive real change.
Thomas Walker · 6 May 2026
The Spreadsheet Problem Hiding Inside Your Workforce Strategy
Over half of HR leaders still rely on spreadsheets for workforce planning. Here's why that's a serious CX problem.
Thomas Walker · 28 Apr 2026
Why Workforce Engagement Platforms Are Replacing Legacy WFM Systems
why contact centers are moving to workforce engagement management, and how modern workforce optimisation tools improve CX productivity.
Thomas Walker · 20 Apr 2026
Why Your CX Strategy Is Failing Your Business – And What to Do About It
Jeannie Walters joins CX Today to discuss her new book, Experience Is Everything, and why most companies are treating CX as a buzzword.
Rhys Fisher · 13 Apr 2026
Five9 Deepens Its ‘Multi-Agent’ Play With Assembled Workforce Management
Five9 expands its Fusion partner ecosystem by elevating Assembled and reselling its workforce management platform to support human and AI agent operations.
Rob Wilkinson · 8 Apr 2026
How to Prepare Your Contact Center Workforce for AI
Your contact center workforce strategy is going to change with AI in the mix. Here's how you can prepare your team.
Rebekah Carter · 7 Apr 2026
Why Contact Center Workforce Management Alone Can’t Fix Agent Burnout
Struggling with agent burnout? Explore why WFM focuses on efficiency, not wellbeing -and how to use engagement data to protect your workforce.
Thomas Walker · 6 Apr 2026
Is AI Really Behind the Tech Layoff Wave? Benioff Says No
Salesforce CEO Marc Benioff says blaming AI for tech layoffs is the "lazy way out." So what's really driving workforce cuts?
Rhys Fisher · 6 Apr 2026
Oracle Cuts 30,000 Jobs to Fund Its AI Gamble
Oracle has cut up to 30,000 jobs to fund its AI infrastructure push. We break down what the largest layoff in Oracle's history means for CX.
Rhys Fisher · 1 Apr 2026
What Verint's Mass Layoffs Mean for Your CX Tech Stack
Verint has laid off hundreds following its $2B Thoma Bravo acquisition. Here's what the merger means for customers and the WEM market.
Rhys Fisher · 4 Mar 2026
Why Agent Stress Is Sabotaging CX Performance in 2026
AI is transforming customer service, but is it transforming it for the better? The answer might seem like an obvious yes, given how quickly the technology ha...
Rhys Fisher · 19 Feb 2026
If Your AI Is Failing, It’s Probably a Human Problem
Whether it’s novels, music, or films, the story of futuristic tech taking over society and replacing humans is well established. Given how embedded this trop...
Rhys Fisher · 27 Jan 2026
Sabio Gets Real About WFM: Why Spreadsheets Are Killing CX Strategy
Rhys Fisher, Associate Editor at CX Today , sits down with Scott Doherty, WFM Consultant at Sabio , to unpack how workforce management has evolved from a b...
Rhys Fisher · 22 Jan 2026
SAP Unveils AI-Enhanced Retail Intelligence Platform Ahead of NRF 2026
SAP's new AI-enhanced Retail Intelligence solution unifies retail data, improves omnichannel consistency, and enables proactive CX management.
Francesca Roche · 8 Jan 2026
Optimove Launches AI Marketing Tools Hub to Support Positionless Marketing
Optimove has launched its AI Marketing Tools Hub to help marketing teams work faster and more independently through Positionless Marketing.
Francesca Roche · 8 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
Woolworths NZ Contact Center Strike Disrupts Christmas Customer Support
Woolworths NZ contact center staff strike ahead of Christmas, reflecting the disruption to customer service from eroding employee experience.
Nicole Willing · 24 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
Team Leader Burnout Risk: How Martin Teasdale Built a 683 Member Community to Fight Back
With 683 members across multiple countries, the Team Leader Community is addressing the coaching gaps, burnout risks, and support deficits that contact center operations worldwide are struggling with.
Thomas Walker · 22 Dec 2025
Smarter Conversations: Defining the 2026 Landscape
Plan your 2026 strategy with CX Today. Unveiling our new editorial roadmap, covering Agentic AI, CCaaS, and trust. Request the 2026 Media Kit today.
Rob Scott · 22 Dec 2025
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 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
Workforce Engagement Management - The New Standard in Contact Centers
Learn how Workforce Engagement Management differs from Workforce Management and Workforce Optimization. Engagement-led tools matter in CX.
Rebekah Carter · 11 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
Zendesk and Microsoft Targets The Small Business Market in Latest Partnership
Discover the benefits of the Microsoft and Zendesk collaboration for small businesses, empowering productivity and customer experience.
Francesca Roche · 1 Dec 2025
8x8 Enhances Security and Privacy Portfolio For Secure Customer Data Handling
Discover how 8x8 enhances security portfolio with new privacy standards. Customer data protection is now a top priority.
Francesca Roche · 27 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
Salesforce Launches Tools to Support Visibility in Large Scale AI Deployment
Find out how Salesforce AI Observability tools aid in analyzing AI agent performance and driving actionable insights for businesses.
Francesca Roche · 24 Nov 2025
Microsoft Expands Copilot For Widespread Productivity
Find out how Microsoft Copilot revolutionizes productivity in the workplace with intelligent AI solutions for Office 365 users.
Francesca Roche · 20 Nov 2025
Microsoft Heightens Security and Governance in AI Transformation Strategy
Find out about the latest AI innovations from Microsoft Ignite 2025, including automated agents to support revenue growth for sales teams.
Francesca Roche · 19 Nov 2025
Never Miss a Customer Again: Master Reachability Across Channels
In the year 2025, customers expect instant access. Whether through phone, chat, SMS, or social media, the assumption is simple: if you’re not available, a co...
Rhys Fisher · 7 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 Expo UK 2025 – What to Expect
Explore the future of customer experience at Contact Center Expo 2025 and network with top professionals in the industry.
Francesca Roche · 5 Nov 2025
The Ultimate Guide to Sales & Marketing Technology
Unlock the potential of martech & sales automation to drive revenue and create customer-centric success for your business.
Sean Nolan · 5 Nov 2025
8x8 Expands Contact Center Platform with Integrated WFM and Native Mitel Phone Support
8x8 enhances its contact center capabilities with workforce management and Mitel SIP phone support, simplifying staffing for SMEs.
Nicole Willing · 4 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