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. 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.

CX Today is a technology podcast hosted by CXToday.com, with 546 episodes on record and a Required Pod Score of 80.

CXToday.com hosts CX Today, a technology show with 546 episodes published.

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  CX Today

  What Contact Center Buyers Should Prioritize in 2026

  Sep 30, 202635 min

  Are contact center buyers still using yesterday’s criteria to make tomorrow’s technology decisions? In this CX Today interview, Rob Wilkinson speaks with Keith Dawson, Research Director at ISG, about what contact center leaders should prioritize in 2026 as artificial intelligence, automation, analytics, and customer expectations reshape the market. Keith explains why the contact center is evolving from a routing and efficiency engine into a broader customer engagement environment. He explores why buyers now need to think beyond traditional vendor rankings and assess how platforms fit their operating model, enterprise technology stack, governance requirements, and long-term CX strategy. The conversation also covers the rising importance of AI governance, context preservation, automated quality management, self-service, agent guidance, and closer collaboration with IT. For contact center, CX, and service leaders planning new investments, this discussion highlights why the right buying decision now depends on more than features. It depends on understanding operational complexity, risk, integration, and what the business wants every customer interaction to achieve. Watch the full interview to learn how ISG believes buyers should approach the 2026 contact center market.

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  CX Today

  Zendesk: AI Is Taking the Easy Calls, but Voice Support Is Getting Harder

  Sep 28, 202612 min

  In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Hannah Deveney, Senior Director of Product Management at Zendesk, about the changing role of voice in AI-powered customer service. As AI agents handle more routine requests, live calls are increasingly reserved for urgent, sensitive, and complicated issues. Deveney explains why Zendesk is bringing real-time, two-way translation into its contact center, and why the technology needs strong guardrails before it reaches high-risk customer journeys. Voice was supposed to be fading from customer service. Instead, it is becoming the channel customers choose when the stakes are highest. Deveney discusses Zendesk’s Real-Time Voice Translation, a new capability designed to help customers and agents communicate naturally across languages during live calls. In this interview, Deveney covers: Why voice still accounts for around 40% of contact center contacts among Zendesk customers, and why calls are becoming more complex as AI agents resolve routine issues. How language-specific queues can force a trade-off between speaking to an agent in your own language and reaching the person with the right expertise. Why preserving customer context through every transfer, channel, and language is critical for fraud, billing, healthcare, and other high-stakes conversations. How contact centers should roll out voice translation carefully, starting with lower-risk use cases, retaining audit trails, and keeping human oversight in place. As Deveney puts it, “When a call is escalated to a human, it’s usually a more complex issue or it’s more sensitive.” For more Customer Experience tech news visit https://www.cxtoday.com

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  CX Today

  From Teams Recording to Conversation Intelligence: How Organisations Can Get More from Every Call - AudioCodes

  Sep 23, 202619 min

  Marcus Law speaks with Guy Yaffe, VP of Interaction Recordings at AudioCodes , about the changing enterprise recording market and why native recording alone may not meet the needs of regulated organizations. They explore the difference between convenient recording and compliance-grade recording, including policy-based capture, long-term retention, access controls, resilience, and the ability to retrieve historic communications when needed. The conversation then moves beyond retention. Yaffe explains how reliable recordings can become a foundation for voice analytics and conversation intelligence, helping teams identify potential compliance breaches, assess sentiment, improve quality management, support employee guidance, and uncover recurring issues across customer-facing and employee communications. The interview also outlines practical priorities for IT, compliance, and business leaders reviewing their Microsoft Teams recording strategy: platform certification, data residency, storage options, privacy, governance, and how customer data is handled in AI and large language model workflows.

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  CX Today

  Hidden AI in the Contact Center: What the EU AI Act Means for CX Leaders - TTEC Digital

  Sep 15, 202617 min

  In this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital , about why the EU AI Act should matter to customer experience and contact center leaders, not just legal and compliance teams. Namjoshi explains why CX leaders are becoming the “stewards of AI” in customer-facing operations, how hidden AI can appear in tools such as agent assist, call summaries, sentiment analysis, quality management and workforce management, and why organizations need to start with a clear AI inventory. The conversation also explores what buyers should look for when assessing responsible AI use, including governance, transparency, accountability, human oversight, and ongoing monitoring. Amit shares why AI governance should become part of the operational rhythm of the business, from procurement and change control to quality assurance and the AI governance board. Watch the full interview to learn how CX leaders can reduce risk, build trust, and make AI a safe and useful enabler across the contact center.

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  Episode #1

  Contextual Messaging is the New CX Gold Standard, MMDSmart Explains

  Sep 14, 202614 minS1

  Are your customers getting joined-up conversations, or are they starting from scratch every time they contact your business? In this CX Today interview, Nicole Willing speaks with Karen Krivaa, Chief Marketing Officer at MMDSmart , about why so many businesses are still struggling to turn omnichannel ambition into real execution. Krivaa explains why fragmented systems, disconnected customer data, and poorly integrated messaging tools are holding organizations back. Findings from MMDSmart’s survey of more than 300 marketing and operations leaders emphasize the gap between the 99 percent of leaders who see omnichannel communication as a strategic priority and the 43 percent of organizations that have expanded beyond basic email and SMS. The conversation explores why customer context is becoming one of the most valuable assets in modern customer communications, how channels like WhatsApp and RCS can move businesses from basic messaging to richer conversations, and why success should be measured through business growth, return on investment, and customer experience, not just delivery rates. Watch the full interview to learn how CX leaders can close the omnichannel gap, reduce customer friction, and build more connected, context-driven communications.

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