CX Today

CXToday.com

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

    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, brittle infrastructure), and how to roll out automation without betting the whole operation on day one. The conversation also challenges a common CX metric: containment. Barouch argues leaders should measure resolution, not deflection, and shares how teams can pilot agentic workflows, run A-B tests, and build a learning loop that turns real interactions into better knowledge, self-service, and agent support.

    20 min

  2. 5d ago

    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 costs? Jeremie doesn't pull punches. From automation hype to the uncomfortable gap between slick demos and live contact centre reality, this conversation gets into what vendors won't tell you — and what CX leaders need to hear. They cover the 89% of CX leaders who expect humans to stay central to support, the 17% who think their agents are actually ready for it, and why Diabolocom believes the future of CX might be more human, not less. If you're navigating AI investment decisions, workforce readiness, or just tired of the buzzwords — this one's for you. Topics covered: The AI hype problem and what it's costing CXWhy "presence" beats pure automation as a CX strategyAI theatre vs. operationally useful technologyAgent enablement and the workforce readiness gapThe "super operator" — Diabolocom's vision for the future contact centreCX Today is the leading news and analysis platform for the customer experience industry.

    6 min

  3. 5d ago

    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 many Voice AI projects stall after promising pilots, what enterprises often underestimate about voice infrastructure, and why connectivity, latency, noise handling, scalability, redundancy, and human-agent handoff matter just as much as the AI model itself. Avner also discusses how platforms such as AudioCodes Live Hub and AI Agents can help enterprises build a more resilient production environment for Voice AI use cases, including voice bots, agent assistance, and real-time translation. Watch the full interview to learn what CX and contact center leaders should ask before putting Voice AI into production.

    17 min

  4. 6d ago

    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 center leaders navigating an increasingly AI-driven world.  JR breaks down how the technology works in practice, why hold times and transfers are no longer an acceptable fallback, and why he believes agents who embrace AI will thrive rather than disappear. He also gets candid about why so many AI deployments fall short, and what organizations need to do differently to see real results.  If you're leading CX strategy, running a contact center, or just trying to separate the AI hype from the reality, this one's worth your time.

    6 min

  5. 6d ago

    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 should not treat human intervention as a failure or last resort. Instead, humans play a critical role in continuous learning, governance, high-risk decisions, and customer interactions where emotion, complexity, or value requires a human touch. The conversation explores why businesses should avoid chasing 100 percent automation, how AI can still support agents when interactions are handed over, and why CX leaders need stronger auditing, monitoring, and performance evaluation as AI agents become more common. Rosenberg also shares practical advice for organizations beginning their AI journey: start with simple, high-confidence use cases, prove value, build oversight structures, and then expand carefully.

    15 min

  6. Jun 19

    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, Head of AI at Forethought, recently acquired by Zendesk. The pair discuss Forethought’s agentic AI push to tackle one of the most uncomfortable conversations in the CX space right now: is the ROI you're reporting on your AI investment actually telling you anything useful?  Twelve months of AI euphoria in the enterprise is giving way to a harder question: was it worth it? Antoine Nasr makes the case that most organizations are measuring the wrong things, and explains what Forethought is doing differently:  Deflection is a broken metric: A deflected ticket tells you nothing about whether the customer's issue was actually resolved. Forethought's outcome-based pricing model only charges when the AI agent genuinely resolves a conversation, and shows admins exactly why each one was classified the way it was.  The $1B ROI figure? Already outdated: Antoine is candid that Forethought's headline customer ROI number has already been surpassed, and walks through the framework for calculating both the hard dollar savings and the softer but real gains in CSAT, brand value, and churn reduction.  AI as a single entry point: User expectations have shifted. Customers no longer want to navigate your org structure, they want one interface that routes intelligently across support, commerce, sales, and beyond. Forethought's RevTech integrations are built around that reality.  Self-improving agents are here: Forethought's Discover product automatically identifies support topic gaps, builds agents to handle them, and improves after every interaction, closing the loop between performance data and agent behavior.

    18 min

  7. Jun 17

    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 latest research.  With AI now shaping how consumers discover and evaluate brands before they ever land on a website, the rules of visibility have changed. This is the conversation that makes the business case for trust in real, measurable terms.  Trustpilot's latest 'What AI Says About You' report analyzed over 800,000 AI responses, and the findings are hard to ignore. Brands without a Trustpilot profile appear in just 1% of AI-generated answers. Those that actively collect and respond to reviews? 75.3%. Alicia breaks down what that means for CX teams on the ground.  AI behaves like a cautious consumer – it checks ratings, reads review distributions, and flags missing profiles as red flags, just like your most sceptical customer would  Responding beats collecting – brands that respond to reviews (not just gather them) see citation rates jump from 53% to 75%. Generic replies don't cut it; specificity is what AI crawlers reward  The NPS question – Alicia makes the case that open-platform review systems are replacing NPS for many businesses, delivering the same real-time insight with the added bonus of AI visibility  Speed to value is real – setting up a profile and inviting customers can shift visibility from near-zero to 53% in weeks, not months, with AI-driven customers worth 4.4x more on average  Whether you're a CX leader mapping new customer journeys or an ops manager stretched thin, this one's worth your 15 minutes.

    16 min

  8. Jun 16

    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 sits down with Peter van der Putten, Director of the AI Lab and Lead Scientist at Pegasystems.  With agentic AI dominating the conversation across the CX space, Peter cuts through the noise to explain what it actually takes to make it work in enterprise marketing, and why orchestration, not individual agent capability, is the real differentiator.  If you're trying to separate genuine AI progress from hype, this one's worth your time.  Agentic AI is everywhere right now, but most of the conversation stays frustratingly shallow.  Peter van der Putten goes deeper, explaining how Pega's newly launched Customer Engagement Studio works alongside Customer Decision Hub to give marketers a governed, agent-powered path from brief to live campaign in minutes.  Outcome-based pricing: Pega is making a bold move away from token-based costs, betting they can tie agentic AI tightly enough to business outcomes to charge on results instead.  Left brain meets right brain: Peter explains how CDH has handled analytical decisioning for over 30 years, with Wells Fargo running 6 billion next best actions a month through it, and how Customer Engagement Studio layers in generative and agentic AI to solve the content and marketing ops bottleneck, not the decisioning one.  How the agents actually work together: A conversational agent orchestrates specialized agents across marketing strategy, creative, data science, compliance, and performance, each with a defined role, none operating in a silo.  Why 40% of agentic AI projects fail: Peter points to "magical thinking", the assumption that throwing agents at a problem will sort itself out. The fix is embedding agents into real workflows tied to measurable business and customer outcomes.

    22 min
See All (434)

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.

Information

  • Creator
    CXToday.com
  • Years Active
    2021 - 2026
  • Episodes
    434
  • Rating
    Clean
  • Copyright
    © 2026 Today Digital Ltd - CX Today
  • Show Website
    CX Today

You Might Also Like