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
382 episodes
The 2026 Compliance Survival Guide: Demystifying the EU AI Act
In this episode, Rob Wilkinson is joined by Steve Blood, VP of Market Intelligence at Five9, and Martyn Redstone, a consultant specialising in AI regulation.Together, they unpack where CX teams are most likely to mis...
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Season 3
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Episode 3
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44:50
Inside Agentforce Contact Center: The New "AI Plus Human" Workforce
If your AI agent fails, customers escalate to a human and you “pay double.” In this CX Today interview, Gautam Vasudev, SVP Agentforce Contact Center at Salesforce, breaks down what CX leaders should measure as they roll out agentic service, an...
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22:14
Cutting Through the AI Hype: Here's How to Actually Measure What Matters
Rhys Fisher, Associate Editor at CX Today, sits down with Rémi Guinier, Head of AI Product at Diabolocom, to tackle one of the most pressing challenges in customer experience right now: the gap between AI investment and measurable...
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Season 1
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Episode 1
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22:03
Adobe’s CEO Is Out – What Will Happen to the CX Empire He Built?
In this discussion, host Rhys Fisher, Associate Editor at CX Today, sits down with Liz Miller, VP and Principal Analyst at Constellation Research, for a reaction to one of the biggest leadership stories in enterprise tech.Shantanu Naraye...
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16:41
AI Hype vs Customer Reality: The State of CX in 2026
If you think you understand what customers expect in 2026… this conversation might surprise you.In this episode, Rob Wilkinson sits down with customer service and experience expert Shep Hyken to unpack insights from his State o...
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28:55
60-70% of Your Contact Center Calls Could Already Be Handled by AI. So Why Aren't They?
Simon Leyland on $50k MDF, agentic AI in the contact center, and why “bold and fast” is the only strategy that makes sense in 2026. In this discussion, Associate Editor Rhys Fisher sits down with Simon Leyland, CEO and Co-Founder o...
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19:02
Human-First AI: Why SMBs Should Rebalance, Not Replace
A recent Gartner report suggests that by 2030, generative AI could cost more per customer interaction than a live human agent. What does that mean for small and midsize businesses?In this episode of CX Today, Francesca Roche speaks with...
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7:58
Stop Chasing AI Hype and Start Delivering Real Outcomes
Rhys Fisher, Associate Editor at CX Today, sits down with Kevin McGachy, Head of Solutions at Sabio, to cut through the AI noise that's plaguing contact centers.If you're tired of flashy AI demos that promise the world but ...
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Season 4
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Episode 4
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16:54
Why “Bolt-On AI” Is Killing CX ROI
AI may be everywhere in customer experience, but according to Bloomreach CEO and Co-Founder Raj De Datta, much of it still falls short of delivering real business impact.Speaking to CX Today, De Datta reflected on Bloomreach’s recent mil...
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11:41
Pragmatic AI vs. “Science Projects”: How to Fix Broken Customer Experiences
In an era where data breaches are daily headlines, how a company handles a mistake matters more than the mistake itself. Brad Anderson, President of Product Engineering and Security at Qualtrics argues that “radical transparency” is the only wa...
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19:31
California Targets Surveillance Pricing, What It Means for Retail, Grocery, and Hotels
Francesca Roche sits down with Sarah Bruno, a Partner in the Emerging Technologies Group at Reed Smith, to discuss the recent investigative sweep by California’s Attorney General targeting retail, grocery, and hotel sectors for the...
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22:45
What Moltbook Reveals About the Hidden Security Risks of Autonomous AI Agents
Ali Sarrafi, CEO and Founder of Kovant, explains why public AI agent platforms expose credentials, lack controls, and attract bad actors.Thanks for watching, if you'd like more like this, don't forget to SUBSCRIBE to our channel. ...
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17:23
Command, Not Control: Surviving Social CX Without Losing Your Soul - Sprinklr
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 conversation, Rob Wilkinson speaks with Anish Singal, VP of Product Management at Spri...
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21:37
Human In The Loop Is Becoming CX’s New Skills Crisis
Human in the loop is quickly moving from an AI buzzword to a real operating requirement for customer experience teams.In this episode of Human in the Loop, we dig into what AI oversight means in practice, and why it is reshaping contact ...
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18:46
Pindrop Takes on AI Voice Deepfakes: Why Your Contact Center Is Already Under Attack
Sumant Mauskar explains how AI-powered voice fraud is attacking contact centers at scale, why the NICE integration matters, and what bi-directional trust really meansContact centers have an AI problem, and asking agents if calls "sound w...
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20:57
The Future of RetailWork: Inside Traxlo’s AI-Driven Task Model
In this interview with Paul Vezelis, Co-Founder and CEO of Traxlo, we explore how the platform’s pay-per-task model is reshaping retail operations, diving into operational innovation, workforce flexibility, and customer experience in modern ret...
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Season 2
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Episode 4
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11:49
Why Customer Service Experience Is Getting Worse (and How Leaders Can Fix It)
In this interview, he explains why service is slipping despite heavy investment, where AI helps (and where it doesn’t), and the practical steps leaders can take to rebuild CSX from the frontline up.Alex Mead delivers a timely reality ch...
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29:17
No Breach, Real Risk: The Data Privacy Threats CX Leaders Can’t Ignore
When headlines scream "data leak" but companies claim "no breach," customers are left confused—and trust takes a hit. In this CX Today interview, Ron Zayas, CEO of Ironwall by Incogni, explains why a recent Instagram incident is a ...
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17:52
AI Hype Is Over – Now Contact Centers Need Results
In this CX Today interview, Associate Editor, Rhys Fisher, speaks with Sundeep Boughan, Director of Sales Engineering at Puzzel, to unpack findings from the company's latest State of the Contact Centre report.With 1,500+ co...
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Season 3
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Episode 1
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18:11
Modernizing the Contact Center with AI: Rebecca Wettemann on Rethinking Metrics, Handoffs, and Agent Experience
In this CX Today interview, Valoir Principal Rebecca Wettemann explains why time-based metrics like AHT and FCR need a rethink—and what leaders should measure instead, from outcome quality and AI-to-human handoffs to agent trust, coaching, and ...
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29:36
Are AI Layoffs Breaking Customer Experience?
In this discussion, CX Today’s Rhys Fisher speaks with Jim Eckes, Founder of TieTechnology, about the growing backlash against AI-first customer service strategies. With Amazon layoffs and rushed automation dominating headlines, Ji...
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20:50
The AI Arms Race: Uncovering the Billion-Dollar Shift in Contact Centers
Rhys Fisher sits down with James Hughes, VP of Solutions at Sabio, to explore what’s really happening behind the scenes of AI’s rapid rise in the contact center world. With more than two decades of industry experience,...
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Season 1
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Episode 3
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19:32
Third-party AI risk: the vendor questions CX must ask (before procurement signs)
Find out why leaders are rushing into AI under pressure from boards, competitors, and vendors, often without truly understanding how it works or putting the right guardrails in place. Adrian explains how agentic AI and highly interconnect...
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32:16
The Death of Hold Music Why Waiting on the Line Is Over - Zendesk
Waiting on hold has become a cultural meme for a reason. People now experience “instant” everywhere else, food deliveries, banking, streaming. So when support asks them to wait, it doesn’t feel normal. It feels like outdated plumbing.In ...
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26:56
Redundancy Without Waste: The Smarter UCaaS and POTS-Dependent Devices Backup Strategy - Tango Networks
In this interview, Kristian McCann speaks with Lathan Lewis, Head of Products at Tango Networks, about a challenge every IT leader faces: keeping communications online without overspending.Throughout the talk, Lewis unpacks how co...
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14:06