CX Today

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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.  Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team.  Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.

  1. 1D AGO

    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 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 focuses on calibration, longitudinal context, and large-scale testing to improve resolution outcomes while keeping leaders firmly in control. For more Customer Experience tech news visit https://www.cxtoday.com

    23 min

  2. 2D AGO

    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 that means for partners and customers worldwide. Smarsh is a global leader in digital communication capture, archiving, and compliance, empowering organizations to manage voice, text, and social interactions securely and intelligently across platforms like Microsoft Teams, Zoom, Cisco, RingCentral, and 8x8. Simon discusses how Smarsh is transforming compliance from a traditional box-ticking exercise into a strategic, AI-driven advantage - one that helps businesses uncover insights, detect risks, and improve performance across industries ranging from financial services to contact centers and healthcare. Listen to The Interview to Discover: How Smarsh helps organizations move beyond simple data capture to proactive compliance and analytics.Why unified call recording and platform-agnostic capture are critical for scaling across multi-channel environments.How Smarsh’s acquisition of CallCabinet strengthens its unified voice capture and compliance capabilities.The ways AI governance, data sovereignty, and supervised analytics are reshaping how businesses handle regulated communications.What emerging technologies - including AI and machine learning - mean for the future of compliance, surveillance, and risk management.

    18 min

  3. 2D AGO

    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 finally becoming practical across channels. Zagorsek explains how conversational AI can support both self-serve customers and human associates, especially in retail environments where staff need fast, accurate context. He also outlines the shift from channel-specific stacks to agentic AI systems that can be deployed anywhere, with orchestration and guardrails to keep experiences coherent, safe, and production-ready. The conversation closes with a pragmatic take for leaders: learn the technology, but prioritize robustness, privacy, and the right strategic partners before putting AI in front of customers. For more Customer Experience tech news visit https://www.cxtoday.com

    13 min

  4. 3D AGO

    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-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-action gap.  If you suspect your analytics stack is working harder than your organization is actually using it, this conversation is essential viewing.  Most CX teams aren't short of data; they're short of the ability to do anything meaningful with it.  Four industry leaders dissect exactly where the breakdown happens and why AI often accelerates the problem rather than solving it.  The wallpaper dashboard problem: Simon Leyland describes supervisors cycling through 12+ tabs, making decisions on six-week-old data, and analytics too unusable to trust.  Measuring the wrong things: Nick Lygo-Baker argues VoC programmes are built around business journeys, not customer goals – collecting feedback that was never going to answer the right questions.  AI without trust is just faster noise: Blair Pleasant and Tabitha Dunn explore why agents fear AI tools and why skipping root cause analysis means optimizing for the wrong outcomes.  The metrics that need to go: Tabitha makes the case for retiring NPS and CSAT in favor of measuring tangible, year-over-year experience improvements.  Next Steps  Audit your dashboards: are they driving decisions, or have they become wallpaper?  Ask your frontline team whether they trust the tools they're given.  Subscribe to CX Today for more roundtable discussions from across the CX space.

    33 min

  5. 3D AGO

    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, Steve explains how combining AI with a unified CX platform enables real-time insights, smarter routing, and more personalized customer interactions. By bringing together interaction data, operational data, and customer history, enterprises can gain deeper context and make faster, more informed decisions. The conversation explores how AI-driven systems analyze customer intent and sentiment in real time, enabling dynamic routing, immediate coaching insights, and continuous optimization across the entire customer journey. Steve also discusses how AI is augmenting agents with real-time guidance, helping them deliver better outcomes while reducing burnout. Watch the full conversation to learn how to unlock real-time insights, empower agents, and deliver more connected, intelligent customer experiences. For more Customer Experience tech news visit https://www.cxtoday.com

    27 min

  6. 3D AGO

    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 interconnected and critical context gets lost. Gaurav unpacks the “customer journey black hole,” explains why AI pilots are creating POC fatigue, and outlines the need for an “AI operating system” that connects systems, restores context, and enables multi-agent coordination. The conversation also covers what true “journey completion” means operationally (relevant context, low latency, and strong guardrails), how AI agents differ from bots and IVR, where TX Hub fits in the enterprise architecture as an orchestration layer on top of the contact center ACD, and why governance controls like audit trails and compliance are non‑negotiable as AI starts taking action across systems.

    22 min

  7. 4D AGO

    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 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 customer insight. From fragmented toolsets to unified intelligence platforms, Kimberly shares what enterprise leaders need to do right now to stay ahead — and why the research industry as we know it is about to change dramatically.

    13 min

  8. APR 10

    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), 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 KPIs like average handling time (AHT) start to mislead when AI takes the simple work and leaves agents with emotional, high-stakes interactions. They also discuss what leaders should measure instead, how to avoid agent burnout, and why AI tools only work when agents trust them in real customer moments.

    46 min
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About

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.  Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team.  Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.

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  • Creator
    CXToday.com
  • Years Active
    2021 - 2026
  • Episodes
    397
  • Rating
    Clean
  • Copyright
    © 2026 Today Digital Ltd - CX Today
  • Show Website
    CX Today

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