Legacy CX Platforms Turn to AI-Native Acquisitions as Agent Race Heats Up
Are enterprise CX teams ready for the next phase of AI in customer service? In this CX Today interview, Nicole Willing speaks with John Kim, Co-Founder and CEO of delight.ai, about Salesforce’s acqui...
3 Aug 12min
Death of the Survey Link: The Future of Customer Feedback Is Conversational
Why static survey forms are failing CX leaders—and how context-aware listening is replacing them. Are traditional survey links dead? With response rates at historic lows, the answer might be yes. In...
3 Aug 19min
Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI
Diabolocom’s AI Product Manager Tom Azernour on why orchestration, not automation, is the real future of contact center AI Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour...
3 Aug 23min
"Your AI Shouldn't Own the Relationship" The CRM Relationship Trap
Should AI own the customer relationship, or should it make human sellers better prepared? In this CX Today interview, Francesca Roche speaks with John Golden, Chief Strategy and Marketing Officer at ...
3 Aug 16min
Valoir Warns CX Leaders: AI Ambition Can Backfire Fast
How do CX leaders move beyond AI hype without creating new risk for customers, agents, and the business? In this CX Today interview, Rob Wilkinson speaks with Rebecca Wettemann, Principal at Valoir, ...
3 Aug 21min
Aithos Finds Every Major AI Model Fails EU Legal Checks: Why CX Teams May Own the Next Fine
Are CX leaders assuming their AI agents are compliant simply because they use a major model? In this CX Today interview, Nicole Willing speaks with Nadia Kadhim, Executive Director at Aithos, about n...
3 Aug 18min
Why Faster Refunds Can Backfire Without Smarter Fraud Controls
Customers expect refunds to be fast, frictionless, and fair. For UK retailers, that expectation is now colliding with a sharp rise in returns fraud, from wardrobing to counterfeit returns. In this CX...
3 Aug 18min
Can Your CX Vendor Pass the Risk Test? The Due Diligence Reality Check
How can CX leaders buy AI responsibly without exposing their business, customers, or data to unnecessary risk? In this CX Today roundtable, Nicole Willing speaks with Kristina Holt, Managing Associat...
3 Aug 43min
