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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Episodes
538 episodes
Your Customer Journey Analytics Are Broken – And Buying More AI Won't Fix It
In this CX Today interview, Rhys Fisher sits down with Ty Givens, Founder and CEO of CX Collective, and Simel Kara, CX Account Director for Digital Experience and Transformation at Effect Digital, to dig into why end-...
The AI Race Has a Customer Experience Problem
In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Muj Choudhury, CEO of RocketPhone.ai and former Salesforce Director, about the uncomfortable questions surrounding enterprise AI. As organizations race t...
How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era
Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage, about how intelligent workspaces are reshaping the agent experience. Rodney explains why customer relationship management (CRM) fragmentation...
HubSpot Got the Blame, But Does the Whole Industry Have the Same Problem?
The HubSpot data enrichment controversy generated plenty of heat. Alexi Hatch, CMO of Acoustic, is more interested in the light.Speaking with CX Today's Rhys Fisher, Hatch reframes the episode not as a one-company sca...
Adobe Summit 2026: Liz Miller Calls Out the Market on AI Strategy – and She's Not Holding Back
From agentic AI to brand intelligence and Firefly's trust-first model, Constellation Research's Liz Miller drops unfiltered insights from the Vegas floor.In this on-the-ground dispatch from Adobe Summit 2026, CX Today Associate Editor R...
CX Experts Expose the Ugly Truth Behind Customer Journey Orchestration
Why connected journeys remain broken in 2026, and what it actually takes to fix them. CX Today's Rhys Fisher is joined by Adrian Swinscoe (Punk CX), Jeannie Walters (Experience Investigators), and Robert Bradshaw (WiserOwl) to tack...
Hot Takes or Hard Truths? The 2026 AI & CX Reality Check with Transcom
Eight of the biggest assumptions about AI and customer experience — tested, challenged, and corrected by two of the industry's most experienced voicesEverywhere you turn, the conversation about AI and customer experience sounds the same...
Regal CEO says "The AI Regulation Patchwork Is Holding Innovation Back"
California's new AI executive order is forcing a conversation every enterprise needs to have – but what does it actually mean for customer experience? In this episode of CX Today, Francesca Roche sits down with Alex Levin, CEO of ...
Talkdesk Calls Out the AI Hype Machine – And Offers a Way Out
Pedro Andrade discusses why most AI deployments fail, why your KPIs are lying to you, and how the Talkdesk CXA Operations Center changes the game Rhys Fisher, Associate Editor at CX Today, sits down with Pedro Andrade, VP of AI at ...
How Agentic AI Is Replacing Scripted Retail Chatbots
Retail teams are moving beyond scripted chatbots and into agentic AI systems that can understand context, take action using tools, and coordinate across functions.In this CX Today interview, Nicole Willing is joined by Gilbert Gooijers,...
Your Contact Center Could Be One Outage Away from Disaster – And You Probably Don't Know It
Three CX leaders get brutally honest about why infrastructure resilience has become the boardroom problem nobody is prepared for. In this CX Today Roundtable discussion, Associate Editor Rhys Fisher is joined by Ty Givens (Founder ...
Retail CX Is Up, But Consistency Is the Real Battleground
Retail customer satisfaction climbed to 94.6 percent in Q1 2026, but the headline figure only tells part of the story. In this CX Today interview, Francesca Roche speaks with Tim Waterton, Chief Revenue Officer at HappyOrNot, about what is real...
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 actually is,
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...
Why Most Enterprise Support Stacks Aren’t Ready for AI Agents
As customer support teams move from first-gen genAI co-pilots to autonomous agents, the real risk is assuming AI will “automate everything” without changing how support actually works. In this CX Today interview, Vishal Sharma, CTO at SearchUni...
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...
The Online vs Offline Divide: The Gap Retailers Keep Ignoring
How do retailers deliver a consistent customer experience when shoppers move fluidly between online research and in-store decision-making? In this CX Today interview, Francesca Roche speaks with Daniel Todaro, CEO of Gekko Group, about the wide...
AI Is Breaking Contact Center Security — Are You Ready?
AI is making cyber attacks easier to scale, more personalized, and harder to spot, and that’s showing up directly in the contact center. In this CX Today panel, Nicole Willing is joined by Miguel Fornes, Information Security Manager at Surfshar...
Why Your Brand Is Invisible in AI Search and What Marketers Must Fix
As AI generated answers increasingly replace traditional search results, brands are facing a new visibility challenge. In this CX Today interview, Francesca Roche speaks with Peter Sloterdyk, Chief Marketing Officer at Gist, about the launch of...
How CRM Vendor Attio Turned Intercom's Fin AI Agent Into an Always-On Sales Rep
AI agents are everywhere in the CX conversation, but this CX Today case study gets specific. Nicole Willing speaks with Will Jones, GTM Operations Associate at CRM vendor Attio, and Paul Adams, Chief Product Officer at Intercom, about how Attio...
CX Leaders Can’t Ignore This Agentic AI Lesson From the Pocket OS Outage
A production database deletion and 30-hour outage at Pocket OS has become a cautionary tale for any organization bringing agentic AI into critical systems.In this interview, Nicole Willing speaks with Alex Gallego, CEO of Redpanda Data,...
CRMs and customer data platforms (CDPs) can store a mountain of customer data, but that does not automatically translate into better experiences. In this CX Today panel, Ben Robinson, Head of Technology at Fair Finance, Amory Somers Vine, Head of Custome
CRMs and customer data platforms (CDPs) can store a mountain of customer data, but that does not automatically translate into better experiences. In this CX Today panel, Ben Robinson, Head of Technology at Fair Finance, Amory Somers Vi...
AI Handoffs Are Breaking Trust, Concentrix Warns
AI agents are handling more customer conversations than ever, but what happens when automation reaches its limit?In this CX Today interview, Nicole Willing speaks with Craig Cotton, Global VP of Product Management at Concentrix, about one o...
Openreach's Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
From Excel spreadsheets and NPS below zero to a 4.7 Trustpilot rating, Openreach and NiCE pull back the curtain on one of the UK's most ambitious AI deployments. Introduction Rhys Fisher, Associate Editor at CX Today, ...
Why Non-Linear CX Needs Emotionally Aware AI
Customer journeys are no longer linear, and AI alone won’t fix the friction customers feel when they need fast, empathetic support.In this CX Today interview, Nicole Willing speaks with Mike Clifton and Max Schwendner, Co-CEOs of Aloric...
Inside Brightcove Prism: How UX Consistency Became a CX Advantage
What does it take to redesign a video platform used by teams across marketing, editorial, and media operations at scale?In this CX Today interview, Francesca Roche sits down with Alessandro Fumi, Product Manager at Brightcove, and Matte...