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
412 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...
Hot Takes or Hard Truths? The 2026 AI & CX Reality Check with Transcom
Everywhere you turn, the conversation about AI and customer experience sounds the same. AI will replace the contact center. Customers don't want to talk to humans anymore. Automation will fix everything. But how much of that is actually true — ...
Trust Becomes the KPI: What the EU AI Act Forces CX Teams to Prove
Trust is moving from a soft signal to a hard CX KPI, and the EU AI Act will accelerate that shift. In this CX Today roundtable, Kane Simms, Nerys Corfield, Dr Scott Allendevaux, and Nick Holme explore how the legislation changes the day-t...
Why CX Teams Can’t Afford to Ignore the Network Layer Any Longer
The network was never supposed to be a CX problem. For years, it wasn’t. Telecom engineers leaned on the PSTN’s built-in inefficiency as a quality guarantee, and the broader industry was happy to leave well enough alone.That era is endin...
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 Ed...
How to Benchmark Readiness Before You Scale GenAI
Technology Journalist, Francesca Roche, sits down with Hideki Hashimura, CRM and CX Strategist at redk.With MIT research showing 95% of enterprise Gen AI pilots failing to deliver measurable ROI, this conversation cu...
Why Most Marketers Can't Actually Prove ROI – And What's Changing
Marketing budgets have been flat at 7.7% of company revenue — and over 40% of CMOs pushing for more are losing C-suite influence. Why? They can't prove ROI.In this episode, Francesca Roche sits down with Marie Bahl, CMO of Uptempo, to u...
Why AI Is Not a Silver Bullet to Solve Broken Customer Journeys
AI is already reshaping customer service, but Simon Thorpe, Director at Pegasystems, argues the biggest shift is not the technology itself. It is the rise in customer expectations and the pressure on CX teams to deliver consistent outcomes, fas...
The Trust Crisis in Online Communities: What Brands Are Getting Wrong
Speaking with CX Today, Susan Ganeshan, CMO at Emplifi, explores why customer trust in digital community spaces is under mounting pressure, and what brands must do to course correct. As more of the customer journey takes place on communi...
From Cost Center to Value Creator: The CFO-Ready Playbook - UJET
CFOs are scrutinising every CX investment, and “better CSAT” rarely cuts through. In this CX Today interview, Rob Wilkinson sits down with Matt Clare, VP Product Marketing at UJET, to unpack how CX leaders can translate customer conversa...
Reinvent Your Value Proposition Or Lose Customers, Bain Warns
Customer expectations keep moving, but many enterprise CX programs still sit too far from the CEO and too far from value. In this CX Today interview, Nicole Willing speaks with Bain & Company's Jamie Cleghorn, Global Head of Customer Practi...
Sprinklr Spring 26: The Governance Frontier For Autonomous AI
Autonomous AI is moving from “interesting” to operational, but CX leaders are still balancing excitement with real anxiety about risk, compliance, and quality.In this interview, Karthik Suri, Chief Product Officer at Sprinklr, breaks do...
Big UC Update: Smarsh's Simon Peters on CallCabinet Acquisition and Strengths of Unified Compliance
In this UC Today interview, host Kristian McCann speaks with Simon Peters, Director of Channel Sales at Smarsh, to unpack the company’s latest innovations in digital communications governance, its incorporation of CallCabinet, and what t...
Real-Time CX Moves Off Dashboards And Onto The Retail Front Line
Customer data is plentiful. Using it in the moment is the hard part. In this CX Today interview, Nicole Willing speaks with Michael Zagorsek, Chief Operating Officer at SoundHound AI, about what’s changing and why real-time decisioning is final...
Roundtable Discussion: Your Data Is Lying to You – And Your AI Is Making It Worse
Four CX leaders get brutally honest about why organizations are drowning in customer data but still can't act on it In this CX Today Roundtable, Associate Editor Rhys Fisher is joined by Blair Pleasant (COMMfusion), Nick Lygo...
How AI in the Contact Center is Powering Real-Time Insights, Smarter Agents & Better ROI
In this CX Today interview, Nicole Willing speaks with Steve Blood, VP of Market Intelligence at Five9, about how AI is evolving into the connective layer across the modern contact center.As organizations move beyond disconnected tools,...
The AI Fix for Vanishing Customer Journeys - Tata Communications
Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications, to explore why customer journeys break down in real enterprises—not because of channels, but because backend systems aren’t ...
The Future of Community Platforms: AI, Automation & the Next Evolution
Community platforms have come a long way from siloed, one-off research tools – and the next evolution may be closer than you think.CX Today sits down with Kimberly Bastoni, Chief Go-To Market Officer at Alida, to explore the three...
HR Tech Europe Is Upon Us – What Guidance Awaits HR Leaders in 2026?
In this special UC Today interview, host Kristian McCann sits down with Gnosoulla Tsioupra‑Lewis, Chief People & Culture Officer at Arc Network—the organization behind HR Tech Europe. Together, they explore how AI is transforming HR leaders...
The FCC's Offshore Call Center Crackdown Could Be the Shock That Fixes a Broken Industry
Zeus Keravala breaks down why the FCC's bold new ruling is less of a compliance headache and more of a long-overdue wake-up call for enterprise CX.In this discussion, Associate Editor Rhys Fisher sits down with Zeus Keravala, Principal ...
CX Metrics In The Age Of AI: Stop Optimising For Speed
AI is already changing the contact centre from a transaction factory into a hub for complex problem solving. In this CX Today roundtable, Rob Wilkinson is joined by Martin Teasdale (Team Leader Community), Steve Morrell (Contact Babel), Sangeet...