Hot Takes or Hard Truths? The 2026 AI & CX Reality Check with Transcom
Everywhere you turn, the conversation about AI and customer experience sounds the same. AI will replace the contact center. Customers don't want to talk to humans anymore. Automation will fix everythi...
30 Apr 10min
Trust Becomes the KPI: What the EU AI Act Forces CX Teams to Prove
Trust is moving from a soft signal to a hard CX KPI, and the EU AI Act will accelerate that shift. In this CX Today roundtable, Kane Simms, Nerys Corfield, Dr Scott Allendevaux, and Nick Holme explore...
28 Apr 57min
Why CX Teams Can’t Afford to Ignore the Network Layer Any Longer
The network was never supposed to be a CX problem. For years, it wasn’t. Telecom engineers leaned on the PSTN’s built-in inefficiency as a quality guarantee, and the broader industry was happy to leav...
23 Apr 16min
Adobe Summit 2026: Liz Miller Calls Out the Market on AI Strategy – and She's Not Holding Back
From agentic AI to brand intelligence and Firefly's trust-first model, Constellation Research's Liz Miller drops unfiltered insights from the Vegas floor. In this on-the-ground dispatch from Adobe Su...
22 Apr 23min
How to Benchmark Readiness Before You Scale GenAI
Technology Journalist, Francesca Roche, sits down with Hideki Hashimura, CRM and CX Strategist at redk. With MIT research showing 95% of enterprise Gen AI pilots failing to deliver measurable ROI, thi...
22 Apr 18min
Why Most Marketers Can't Actually Prove ROI – And What's Changing
Marketing budgets have been flat at 7.7% of company revenue — and over 40% of CMOs pushing for more are losing C-suite influence. Why? They can't prove ROI. In this episode, Francesca Roche sits down...
22 Apr 15min
Why AI Is Not a Silver Bullet to Solve Broken Customer Journeys
AI is already reshaping customer service, but Simon Thorpe, Director at Pegasystems, argues the biggest shift is not the technology itself. It is the rise in customer expectations and the pressure on ...
22 Apr 18min
The Trust Crisis in Online Communities: What Brands Are Getting Wrong
Speaking with CX Today, Susan Ganeshan, CMO at Emplifi, explores why customer trust in digital community spaces is under mounting pressure, and what brands must do to course correct. As more of the cu...
22 Apr 18min
