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
438 episodes
Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment
Jeannie Walters and Dr. Alyona Medelyan reveal what nearly 2,000 unfiltered airline reviews say about the chasm between brand promise and operational reality, and what CX leaders must do about it. In this CX Today discussion, host ...
Death of the Survey Link: The Future of Customer Feedback Is Conversational - Sprinklr
Are traditional survey links dead? With response rates at historic lows, the answer might be yes.In this episode, Rob Scott sits down with Sprinklr’s Sonal Singhal, Direct of Product, and Valarie Grant, Director of Solutions Consulti...
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the daunting prospect of ripping out legacy systems. Leaders are facing severe system fati...
CCW 2026: The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said
Rob Scott sits down with Pasquale DeMaio (VP, Amazon Connect), Deepak Nair (SVP, AI Transformation, Citizens Bank), and Justin Robbins (Founder and Principal Analyst, Metric Sherpa), fresh off the main stage at CCW 2...
From Reactive to Agentic: What an AI Native Contact Centre Actually Looks Like - Zendesk
In this CX Today interview, Rob Wilkinson speaks with Jonathan Barouch, GM of Contact Center at Zendesk, about what “AI-native” and “agentic” actually mean in practice, where enterprise teams get stuck (data silos, authentication, br...
CCW 2026: Is AI Making Customer Experience Better - or Just Cheaper?
Rob Scott, Publisher at CX Today, sits down with Jeremie Abou, Sales Lead at Diabolocom, on the floor of CCW Las Vegas to ask the question the industry keeps dodging: is AI actually improving customer experience, or just cutting c...
The Reality of Voice AI in the Contact Centre: From Pilot to Production - AudioCodes
In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of Product Management at AudioCodes, about the practical reality of moving Voice AI from proof of concept into production.The conversation explores why so man...
When the Playbook Runs Out: Closing the Real-Time Agent Assist Gap with AI - CallMiner x CCW Vegas 2026
At CCW Vegas 2026, Rob Scott sits down with Jonathan 'JR' Ranger, Chief Customer Officer at CallMiner, to explore the company's latest AI innovation, 'Real-Time AI Guidance,' and what it actually means for agents, customers, and contact ...
Five9 Explains How Human-in-the-Loop AI Drives Better CX Outcomes
In this CX Today interview, Nicole Willing speaks with Jonathan Rosenberg, Chief Technology Officer at Five9, about the role of human-in-the-loop design in AI-powered customer experience.Rosenberg explains why mature AI strategies...
Why Your AI ROI Numbers Are Probably Wrong – And What to Measure Instead
Forethought’s Antoine Nasr discusses how outcome-based AI is reshaping the way enterprises measure the true value of customer service automation In this CX Today discussion, Associate Editor Rhys Fisher sits down with Antoine Nasr,...
Trustpilot: Your Brand Is Invisible to AI, And Reviews Are the Fix
How customer feedback has quietly become the most powerful trust signal in the age of AI search CX Today's Associate Editor Rhys Fisher sits down with Alicia Skubick, Chief Customer Officer at Trustpilot, to unpack the platform's l...
Why Pega Is Ditching Token Costs and Betting on Business Outcomes Instead
The Director of Pega's AI Lab breaks down the real mechanics behind agentic marketing operations and why "magical thinking" is killing AI projects before they start. In this CX Today discussion, Associate Editor Rhys Fisher s...
Stop Letting Your AI Agents Off the Hook
Rhys Fisher, Associate Editor at CX Today, is joined by Dave Rennyson, CEO of SuccessKPI, for a candid conversation about what it actually means to run a contact center where humans and AI agents work side by sideAs agentic...
Contact Center AI Is Only as Good as the Data Behind It – So Why Are We Ignoring the Data?
Rhys Fisher, Associate Editor at CX Today, sits down with Dave Rennyson, CEO of SuccessKPI, to tackle one of the most pressing yet underexplored challenges in modern contact center operations: what it actually takes to build an AI...
From Conversation to Case Action: Automating ServiceNow Workflows from Live Voice with Vonage
Rob Wilkinson speaks with Jonathan Kershaw, Director of Product Management at Vonage, about how live voice can bring real-time voice transcription and context directly into ServiceNow to trigger workflows during the call, not afte...
Tool Overload is Killing Your Contact Center from the Inside Out
Mitel’s Stuart Aldridge discusses why the gap between what IT thinks it's delivering and what agents actually experience is quietly destroying customer service quality.In this CX Today discussion, Associate Editor Rhys Fisher sits...
Salesforce Agentforce Heats Up the Consolidation Fight, UJET Says It Could Backfire
Salesforce’s launch of the Agentforce Contact Center has reignited a familiar debate in customer experience: should enterprises consolidate around one major platform, or keep the flexibility to pick best fit tools.In this CX Today...
Kustomer: CX AI Needs Outcomes, Not Tokens
AI is everywhere in customer experience, but CX leaders are under pressure to prove it is moving the needle. In this CX Today interview, Rob Wilkinson speaks with Brad Birnbaum, CEO and Co-Founder of Kustomer, about the shift from measuri...
Zoom: Genius or Mad Scientist? Zeus Kerravala on the Bold Transformation Reshaping CX
The Principal Analyst at ZK Research breaks down whether Zoom's 'system of action' pivot is the real deal or just clever repositioning In this CX Today discussion, Associate Editor Rhys Fisher sits down with Zeus Kerravala, Principa...
Why Cloud-First CX Is No Longer Enough
CX Today’s Rhys Fisher sits down with Rupert Adair, Director of Product Management at Enghouse Interactive.The cloud migration era has run its course, but for many enterprises, it hasn't delivered the CX transformation prom...
Kore.ai’s Raj Koneru Reveals the Multi-Agent CX Shift Leaders Can’t Ignore
As customer experience (CX) teams push beyond basic chatbot deployments, a new model is emerging: coordinated multi-agent AI systems that can execute end-to-end workflows across teams, tools, and policies. In this interview, Rob Wilkinson speak...
Your Board Wants ROI in Six Months - Your Contact Center Needs Eighteen - Salesforce
Is your board expecting AI ROI in six months while your contact centre needs eighteen? You're not alone — and that gap is producing some genuinely bad decisions.In this interview, Rob Scott sits down with Gautam Vasudev, SVP of Agentf...
Cisco: The AI Chatbot Era Is Dead – Here's What Comes Next
At Cisco Live 2026, Cisco pulled back the curtain on a suite of AI-native tools designed to help organizations orchestrate, secure, and manage a blended workforce of human and AI agents.To get the inside track, CX Today’s Rhys Fisher sat...
Two Lanes, One Outcome: Designing Dual Paths for Humans and AI - TTEC Digital
In this CX Today interview, Carrie Brough, Director of Strategy and Ops for TTEC Digital EMEA, argues that a single CX model is fast becoming a liability.Brough explains why AI-driven interactions need quick, decision-ready respon...