Why the 2026 Conversational AI Gartner Magic Quadrant Doesn't Add Up
When Wayne Butterfield posted his reaction to the 2026 Gartner Magic Quadrant for Conversational AI, he wasn't expecting much more than a few nods from peers. What he got was close to 100,000 views an...
29 Jul 18min
ServiceNow on the CX Shift Legacy CRM Can’t Handle
Rob Wilkinson speaks with Mark Ashton, VP Solution Consulting CRM, EMEA at ServiceNow, about why traditional CRM is no longer enough for modern customer experience. They explore the growing gap betwee...
28 Jul 33min
Moving Beyond Legacy Contact Centers to Future-Proof CX: What Enterprise Buyers Need to Know - Content Guru
In this CX Today interview, Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO at Content Guru, about the market forces reshaping contact center as a service (CCaaS), from vendor cons...
28 Jul 19min
Gartner to CX Leaders: Stop Treating AI Agents Like Employees Before It Costs You
Gartner VP Analyst Kathy Ross on why AI agents belong in your tech stack, not on your org chart – and what happens when leaders get this wrong. In this CX Today interview, Associate Editor Rhys Fish...
22 Jul 12min
Forget the Rulebook: How Self-Learning AI Is Rewriting Contact Center Automation - Omilia
In this discussion, Rhys Fisher, Associate Editor at CX Today, sits down with Claudio Rodrigues, Chief Product Officer at Omilia, to dig into one of the most pressing questions in customer experience ...
22 Jul 22min
"Be the 5%": Amazon Connect Customer Reveals the Ultimate AI Playbook
At CCW Las Vegas, CX Today's Rob Scott sat down with Hannah Bloking (Head of Applied AI Acceleration Solutions Architecture, Amazon Connect Customer), Andrei Papancea (Head of AI Engineering, AWS), an...
21 Jul 8min
CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft
A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually looks like when it is no longer a roadmap — it is...
20 Jul 9min
Why AI Projects Stall and What the Best Partner Ecosystems Change
In this interview, recorded live at NiCE World London, CX Today's Rob Wilkinson sits down with Dorothy Copeland, Chief Partner Officer at NiCE, to unpack why businesses struggle to move from isolated ...
16 Jul 11min
