Zoom: Genius or Mad Scientist? Zeus Kerravala on the Bold Transformation Reshaping CX
The Principal Analyst at ZK Research breaks down whether Zoom's 'system of action' pivot is the real deal or just clever repositioning In this CX Today discussion, Associate Editor Rhys Fisher sits...
3 Aug 19min
Kustomer: CX AI Needs Outcomes, Not Tokens
AI is everywhere in customer experience, but CX leaders are under pressure to prove it is moving the needle. In this CX Today interview, Rob Wilkinson speaks with Brad Birnbaum, CEO and Co-Founder of ...
3 Aug 29min
Salesforce Agentforce Heats Up the Consolidation Fight, UJET Says It Could Backfire
Salesforce’s launch of the Agentforce Contact Center has reignited a familiar debate in customer experience: should enterprises consolidate around one major platform, or keep the flexibility to pick b...
3 Aug 23min
CCW 2026: Advice from Coach Rios: How CX leaders need to adapt during the AI transformation
For more Customer Experience tech news visit https://www.cxtoday.com
3 Aug 4min
What's Keeping CX Leaders Up at Night? CMP's Nicole Kyle Has the Data
If you want to know what is actually happening in customer contact — not the keynote version, not the vendor pitch version, but the version grounded in independent research across hundreds of organiza...
3 Aug 6min
Why AI Customer Service Fails: Dan Balisteri on Empathy, Privacy & CX
For more Customer Experience tech news visit https://www.cxtoday.com
3 Aug 7min
From Reactive to Agentic: What an AI Native Contact Centre Actually Looks Like
What happens when your contact centre moves beyond scripted bots and into AI agents that can reason, understand context, and complete multi-step tasks end to end? In this CX Today interview, Rob Wil...
3 Aug 19min
CCW 2026: What Is an AI-Native Contact Center? Zoom CX at CCW 2026
At CCW 2026, CX Today's Rob Scott sat down with Chris Morrissey, General Manager of Zoom Customer Experience, to explore what separates genuine AI-native contact center platforms from legacy CCaaS ven...
3 Aug 11min
