CX Today
News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.
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CX Today
Latest Episodes
Not Building Trust Before AI Agents Is a Mistake
Rob Wilkinson sits down with Amazon Connect Customer leaders, Tony Shen and Jeremy Puent, to unpack what slows real deployments down, where things go wrong, and why the biggest risk is not the mistake itself but failing to spot it...
NiCE's $670M HMRC Megadeal – Is Enterprise CCaaS Now a Two-Horse Race?
Blair Pleasant breaks down what this landmark contract really means for the CCaaS market, the hyperscaler threat, and why an eight-year contract is both bold and logical Rhys Fisher, Associate Editor at CX Today, sits down with Bla...
Keep Your Contact Center AI Stack Flexible Without Vendor Lock In - Content Guru
Picking the wrong AI vendor today could set your contact center back for years.That’s the core message from Rhys Harris, Product Director of AI at Content Guru, who joined CX Today to break down why flexibility needs to be baked i...
Is Agentforce Contact Center the Fix for CX Fragmentation, or a New Risk Layer?
Salesforce’s Agentforce Contact Center launch has split analyst opinion, and this CX Today debate gets straight to why. Host Rob Wilkinson is joined by Zeus Kerravala of ZK Research and Dave Michels of TalkingPointz to unpack what Agentforce ac...
Your Contact Center Could Be One Outage Away from Disaster – And You Probably Don't Know It
Ty Givens, Rhona Bradshaw, and Mike Wehrs join CX Today's Rhys Fisher to examine why most contact centers are less resilient than their uptime metrics suggest – and why agentic AI is about to make that a lot harder to paper over.For yea...