Is Contact Center AI Making Customer Service Worse?
Contact centers are under pressure to automate, cut costs, and reduce customer contact. But are efficiency targets improving service, or simply making it harder for customers to get help? In this CX...
19 Okt 14min
Why Customer Engagement Is Still Too Slow to Be Personal
Brands have more customer data, dashboards, and campaign tools than ever. Yet turning a useful customer signal into the right action can still take too long. In this CX Today interview, Rhys Fisher ...
16 Okt 18min
NRG CX Chief: Churn Is a Warning Sign, Not Just a Retention Number
In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Suzie Dieth, VP and Chief Experience Officer at NRG, about why churn should concern every customer experience leader....
12 Okt 15min
Retailers Are Moving to WhatsApp. Can They Avoid Turning It into Spam?
In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Kim Johal, Retail Specialist at Infobip, about WhatsApp’s growing role in UK retail customer engagement. Infobip’s ...
9 Okt 14min
Twilio: Voice Is CX’s Next Breaking Point
Are customer experiences becoming too clunky for the way people now want to communicate? In this CX Today interview, Rob Wilkinson speaks with Peter Bell, VP of Marketing, EMEA at Twilio, about how v...
8 Okt 25min
Stop Sampling Calls. Start Listening to What Customers Actually Say
In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Russell White, Transformation Lead at Bluecrest, and Reece Harper, Account Executive at NiCE. Bluecrest has moved f...
5 Okt 17min
AI Could Steal Your Customer Before They Reach Your Site
In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Christina Augustine, COO of Bloomreach, about the growing impact of AI on product discovery, personalization, and ret...
2 Okt 18min
What Contact Center Buyers Should Prioritize in 2026
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...
30 Sep 35min
