WEM Is Entering the Era of Human-AI Workforce Orchestration
From Wipro’s 20,000 employee workforce redesign to Microsoft’s new WEM tools, AI is reshaping how businesses manage their capacity.
Francesca Roche · 11 Sept 2026
ServiceNow, Salesforce, and Synthflow expose the operational issues behind agentic CX
ServiceNow, Salesforce, and Synthflow show why CX AI now demands new workforce planning, resolution metrics, and agent governance.
Rob Wilkinson · 24 Aug 2026
AI Identity Fraud Interest Increases Almost 4,000% as Fake IDs Become Easier to Create
New research reveals a 3,826% rise in AI identity fraud searches as businesses strengthen ID verification processes.
Francesca Roche · 24 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
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
Vonage On Bridging ITSM And CSM In ServiceNow Without Losing Context
Enterprises already run mature ITSM processes. Many also run customer-facing service operations with different priorities and tools. The trouble starts when ...
Rob Wilkinson · 16 Jul 2026
Vonage Integration with ServiceNow Addresses the "Two-Desktop" Challenge
Service leaders already know the pattern. A call comes in and an agent starts hunting. They jump between the telephony desktop, ServiceNow, and whatever syst...
Rob Wilkinson · 8 Jul 2026
Microsoft Launches New WEM Quality Assurance Tools
Microsoft's WEM screen recording is powerful. But does it meet GDPR and EU AI Act standards? CX leaders need answers before deploying.
Thomas Walker · 1 Jul 2026
Is Your Workforce Strategy Too Rigid for CX?
Rigid workforce strategies can't handle real customer demand. Learn how to build adaptive capacity without losing operational control
Thomas Walker · 25 Jun 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
The Death of the Standalone WFM Tool?
The standalone WFM model is under pressure. Here's what 8x8's pricing move signals for the WEM landscape.
Thomas Walker · 16 Jun 2026
Why Your Most "Engaged" Agents Aren't Your Best Performers
Engaged agents can still underperform. Learn how to align WEM analytics with real contact center outcomes.
Thomas Walker · 11 Jun 2026
Why Workforce Schedules Drift - And How to Build Plans That Keep Up
Static schedules can't match real demand. Learn why WFM accuracy depends on intraday alignment, not weekly planning.
Thomas Walker · 4 Jun 2026
WEM Platforms Are Building the AI That Could Make Them Obsolete
WEM vendors are selling the AI that shrinks their own revenue. The per-seat model has a problem it can't ignore.
Thomas Walker · 1 Jun 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
Is Cisco Losing Interest in Workforce Engagement?
As Cisco pours billions into AI infrastructure, its Collaboration segment quietly stalls. What does that mean for WEM buyers?
Thomas Walker · 19 May 2026
The Missing Link in AI Adoption? PwC’s Gamification Strategy
3. 85% of AI projects miss their targets. PwC's gamification strategy at 300,000 employees shows how enterprises can close the adoption gap.
Thomas Walker · 18 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
Will AI Replace Your WEM Platform? ServiceNow's President Says No
Can AI agents replace workforce engagement management platforms? ServiceNow's Amit Zavery says no at Knowledge 26.
Thomas Walker · 11 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
Verint's Quiet Pivot: How AI Is Reshaping Its Core Business
Verint’s AI revenue has overtaken its legacy business, signalling a major shift toward CX automation. Here’s what it means for CX Leaders.
Thomas Walker · 14 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
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
Why Workforce Optimization (WFO) Is No Longer Enough for Modern Contact Centers
Workforce optimization is evolving. Discover why contact centers are shifting from WFO to WEM, addressing hybrid work and burnout.
Thomas Walker · 31 Mar 2026
Why Contact Centers Are Investing in WEM: What Workforce Engagement Tools Actually Deliver
Discover how contact center workforce management and WEM tools improve scheduling, agent performance management, and CX outcomes.
Thomas Walker · 31 Mar 2026
The 2026 Buyer’s Guide to Workforce Engagement Management (WEM) Platforms
Learn how modern WEM platforms combine AI, performance analytics, and workforce optimization to transform contact center operations.
Thomas Walker · 26 Mar 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
Five9 Expands Google Cloud Partnership for Unified Contact Center Solutions
Five9 and Google Cloud expand their partnership to deliver AI-driven customer experience solutions.
Francesca Roche · 13 Jan 2026
Using Data Analytics to Retain Customers and Protect Revenue
Customer retention analytics helps teams spot churn risk early. Use AI dashboards to unify CRM, product, and support signals.
Sean Nolan · 10 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
Zeta Global Partners With Open AI To Expand Marketing Capabilities
Zeta Global partners with OpenAI to bring AI-powered insights and automation to its Athena marketing platform.
Francesca Roche · 7 Jan 2026
Want to Infuse Customer Data into Your AI Training Strategy? Start Here First
Need your AI agents to understand how real customers act? Check out this guide to safe AI agent training with customer journeys.
Rebekah Carter · 4 Jan 2026
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
Sales Team Upskilling for Enterprise AI Adoption
Learn how sales team upskilling, sales training, and AI sales training can turn your salestech into real revenue impact.
Sean Nolan · 20 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
Deepdesk Introduces Its Travel-Friendly AI Approach For Complex Automation
Uncover the advantages of Deepdesk's complex automation approach, enabling platform-agnostic AI for diverse enterprise environments.
Francesca Roche · 1 Dec 2025
AWS Offers AI Tool For Contextualized Customer Service Automation
See how AWS is revolutionising customer service. Automating customer service with AI-powered email workflows enhances agent productivity.
Francesca Roche · 26 Nov 2025
Zoom Reveals AI Transformation Strategy in Latest Earnings Report
Zoom has announced its decision to double down on its AI-first vision across communications. The communications platform disclosed its Q3 earnings on Monday,...
Francesca Roche · 25 Nov 2025
Zoho One’s Overhaul Aims to Bring Enterprises a More Connected, AI-Ready CX Stack
Zoho One revamp aims to streamline frontline operations and enhance data sovereignty to improve enterprise customer experience.
Nicole Willing · 18 Nov 2025
ServiceNow and NTT DATA Expand Partnership to Deliver Global Agentic AI Solutions
Uncover the future of AI with the ServiceNow and NTT Partnership, designed to deliver transformative solutions for various enterprises.
Francesca Roche · 6 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
Predictive, Personal, and Proven: CX Trends That Will Shape the Market
Explore the latest CX trends that are reshaping customer experience in a challenging economy. Discover how businesses adapt.
Sean Nolan · 5 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
Four Key Considerations for Contact Centers in 2025
Contact centers are at a turning point. AI is everywhere, speeding up processes, automating routine tasks, and promising 24/7 coverage. Yet customers and age...
Rhys Fisher · 15 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
Why Workforce Management Needs a Human Touch
For decades, Workforce Management (WFM) has been the backbone of contact center operations. Forecasting demand, scheduling staff, and keeping costs in check ...
Rhys Fisher · 26 Sept 2025
Verint Unveils New Specialized Bots, Expands Its Contact Center Workforce Management Porfolio
Verint has unveiled two new specialized bots: an Exact Forecasting Bot and an Intraday Spike Bot. Debuted at Verint Engage 2025, the bots aim to augment cont...
Francesca Roche · 22 Sept 2025
The ISG Contact Center Buyers Guide 2025: 7 Top Takeaways
The contact center technology market is crowded, with more players from a CRM, UCaaS, and even CPaaS heritage sensing an opportunity to win business in the s...
Chris Porter · 22 Sept 2025
Turning Data into Decisions with Conversational AI
Stop me if you’ve heard this one before: ‘Data is vital’ What about, ‘data is the backbone of our platform’? Or maybe, ‘without data we can’t function proper...
Rhys Fisher · 18 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