CX Today

What does great customer experience look like when artificial intelligence is handling half the calls? For Danny Wareham, Founder and Lead Psychologist at Firgun, the answer has less to do with the technology and everything to do with how leaders treat the humans left holding the line. In a wide-ranging conversation with CX Today, Wareham argues that too many organizations are approaching AI deplo...

  Upgrading 25 million homes to full fiber broadband is a logistical feat in itself. Doing it while delivering a consistently good customer experience – across 700 communications providers, each with their own messaging – is another challenge entirely. That was the reality facing Openreach before it deployed NiCE's proactive AI agents. Engineers were showing up to empty homes, customers were...

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 in time. They explain why ambiguous documentation creates inconsistent outcomes, why bad experiences drive disloyalty faster than good experiences build loyalty, and wha...

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 Blair Pleasant, President and Principal Analyst at COMMfusion, to dissect one of the biggest CCaaS deals ever announced.  With HMRC committing to a $670M, eight-year contr...

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 into every AI decision — not bolted on later. The conversation covers a lot of ground. Harris draws a direct parallel between the mistakes organizations made during the...

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, what problem it is trying to solve, and what it could break. Kerravala frames Agentforce as a serious attempt to reduce “fragmentation hell” by c...

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 years, five nines has been the number that kept boardrooms comfortable. It looked clean on a performance dashboard and gave technology leaders a ready answer whe...

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 — and how much of it is costing brands real customers, real revenue, and real trust? Nicole Willing sits down with Cortney Jonas Burnos, VP of AI and Dig...

 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-to-day reality of deploying AI in customer journeys. The panel breaks down what ‘high-risk’ can mean in practice, why organisations need a clear view of where AI...

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 ending. With the UK’s PSTN shutdown locked in for January 2027, organizations still routing contact center calls over legacy infrastructure now have a hard deadline. B...

 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 Rhys Fisher sits down with Liz Miller, VP and Principal Analyst at Constellation Research. Liz is one of the sharpest voices in the CX and marketing tech...

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 cuts through the hype to unpack what's really going wrong – and what genuine AI maturity looks like in customer service. If your organization has launched an AI chatbot and wond...

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 community platforms like Reddit, review sites, and social channels, the stakes for getting this right have never been higher. Ganeshan draws on Emplifi’s latest consumer...

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, fast. In this CX Today interview, Thorpe explains why many organisations are treating service as a strategic battleground, tied directly to retention, churn re...

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 unpack why enterprise marketing still lacks a proper system of record, how the breakdown between planning and measurement costs brands millions, and what it ac...

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 conversations into outcomes finance teams actually care about: lower churn, fewer interactions, reduced cost per contact, and higher customer lifetime value. Matt explain...

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 Practice, and Eduardo Roma, Global Head of Customer Experience Transformation for Customer Strategy & Marketing Practice, about what it takes to reconnec...

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 down what it takes to make AI agents precise, predictable, and trustworthy, and why governance is the new battleground. He shares how Sprinklr’s Spring 26 release fo...

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 that means for partners and customers worldwide. Smarsh is a global leader in digital communication capture, archiving, and compliance, empowering organizations to...

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 finally becoming practical across channels. Zagorsek explains how conversational AI can support both self-serve customers and human associates, especially in ret...

 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-Baker (Paradigm CX), Tabitha Dunn (CX Transformation Leader), and Simon Leyland (Cloud Interact) to tackle one of CX's most persistent problems: the insight-to-ac...

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, Steve explains how combining AI with a unified CX platform enables real-time insights, smarter routing, and more personalized customer interactions. By bringing t...

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 interconnected and critical context gets lost. Gaurav unpacks the “customer journey black hole,” explains why AI pilots are creating POC fatigue, and outlines the...

 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 generations of community platforms, what enterprise customers expect today, and how AI and automation are set to fundamentally reshape how brands gather and act on cus...

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), Sangeetha Rai (Barasch and McGarry), and Rebecca Wetteman (Valoir) to unpack what that shift does to the metrics leaders rely on. The panel explores why legacy KPI...