CX Today

The CX Awards 2026 entry portal is officially live. The nine-week submission period starts right now. We are looking for entries structured explicitly against our four scoring criteria: Demonstrable Impact, Innovation Depth, Market Differentiation, and Future Relevance. Do not wait to get started. Open the form, read the questions, and start gathering your customer metrics and ROI data today. If you are planning to enter, the draft-and-save function is active from day one. All submissions must be finalized before the strict September 30th deadline. Rob Scott just published an announcement article breaking down the exact timeline and what the judges want to see. Read his advice and apply via the link in the comments. #CXAwards26 #CXTechnology #CustomerExperience #CXToday Rob Wilkinson

📊 RingCentral now has two distinct contact center routes. - CXone targets enterprises requiring deep customization, advanced routing, and sophisticated analytics. - RingCX is positioned for faster, lower-cost deployments with less professional services involvement. Vlad Shmunis, Founder, Chairman and CEO of RingCentral, says UCaaS and CCaaS are “stronger together, not just in the mid-market, but also in the enterprise.” Rhys Fisher explores where RingCX fits, and whether RingEX can deliver equally deep integration across both platforms. ➡️ Read the full article: https://lnkd.in/eBzfG-vW #RingCentral #ContactCenter #UCaaS #CCaaS #EnterpriseIT

🚨 AI agents can serve thousands of customers at once. That scale makes weak governance a customer experience risk, not just an IT concern. Katherine Ross VP Analyst at Gartner, warns: “If we treat this technology like human talent in a service and support organization, it’s gonna be a mistake.” Rob Wilkinson explores why containment metrics alone can hide repeat contacts, channel switching, and lost trust. 👉 Read the full article:https://lnkd.in/esnb5ZRu #AIAgents #CustomerExperience

🚨 When a legacy vendor pulls support, choosing the nearest replacement can create another long-term problem. Rafael Flores, Chief Product and Growth Officer at Treasure AI, warns that traditional CRM stacks often lack the speed and flexibility modern CX teams need. “You only use about 10 percent of it typically, but you pay for 100 percent of it.” The real question is not which platform replaces the outgoing tool. Nicole Willing explores six questions enterprise buyers should ask before defaulting to a migration path. 👉 Read the full article: https://lnkd.in/e5sRhJWr #CustomerExperience #CRM #AI #CustomerData #DigitalTransformation

Trust in autonomous customer service is earned in drips and lost in buckets. That idea, from Mark Ashton, VP of Solution Consulting, CRM at ServiceNow, explains why enterprises shouldn't jump straight to full automation. ServiceNow's research maps a staged path from assisted AI, where systems support employees, to augmented AI, where AI works alongside people, to autonomous AI, where agents take on defined tasks with oversight. Each stage reveals where data is reliable, where workflows break, and where governance still needs work. One weak customer facing decision can undo months of confidence. See what this means for your strategy: https://lnkd.in/d_sNJXRz #CustomerExperience #AIGovernance

Most enterprise contact centers don’t need another standalone agent desktop. They need a way to connect the systems they already have 👀 That’s the case Tata Communications Kaleyra is making with its “Interaction Fabric” — bringing together CCaaS, CPaaS, AI orchestration, customer data, global voice infrastructure, and workflow automation. The problem is familiar: agents working across seven or eight screens, fragmented customer records, disconnected channels, and legacy infrastructure that makes every new AI project harder than it should be 🔧 Kaleyra’s proposition is compelling for large, global organizations: 60bn+ annual interactions, coverage across 190+ countries, 200+ integrations, and a NiCE partnership that adds CXone Mpower capabilities. But platform breadth isn’t automatically platform simplicity. The critical buyer question is what is native, what is partner-delivered, and whether the organization has the data, process discipline, and governance to make it work 🎯 CX Today's Alex Cole has the full analyst-style breakdown 👇 🔗 https://lnkd.in/dyTW_MWa #CX #ContactCenter #TataCommunications #Kaleyra #CCaaS #CPaaS #AI #CustomerExperience #AIOrchestration #DigitalTransformation #NiCE

🤖 Restaurants do not just lose calls during peak service. They can lose bookings, orders, and customer trust. Yelp has expanded Yelp Host with OpenTable integration, phone ordering, and support for 16 additional languages. Akhil Kuduvalli Ramesh, Chief Product Officer at Yelp, says the platform helps restaurants manage every inquiry in ways “generic solutions can’t match.” Fran R. explores what this shift means for restaurant CX. 👉 Read the full article: https://lnkd.in/dwNj_jYk #VoiceAI #RestaurantTechnology #CustomerExperience #HospitalityTech #ContactCenter

🤖 Banking AI is moving beyond search boxes and scripted chatbot flows. bunq’s Finn has evolved into a multilingual financial assistant supporting cards, payments, savings, and customer support. Ali Niknam, Founder and CEO at bunq, says its AI innovation has “completely transform[ed] banking as you know it.” The key distinction is clear. Useful automation should make financial information easier to understand, while preserving a clear route to human expertise. Sophie Wilson explores what Finn’s journey reveals about scaling AI without making automation the proposition. 👉 Read the full article: https://lnkd.in/drjVYNkw #BankingAI #FinancialServices

Does your handle time data actually show what is happening at the ITSM to CSM handoff? Case note completeness and re-open rate are the real signals, not just resolution speed. Jonathan Kershaw, Director of Product Management at Vonage, ties first contact resolution to what happens once handoffs stabilise. Track these before the AI conversation starts. Full breakdown here: https://lnkd.in/dXKXn6Hn #ITSM #CSM #Vonage #ServiceNow #CustomerExperience #ContactCenter #FirstContactResolution #CXStrategy

Why can't contact centers wait to see how the FCC's offshore call center rule lands before preparing for it? Because the provision most likely to survive, the right to be transferred to a US agent on request, cannot be met reactively. That capacity has to exist before the rule takes effect, and offshore teams are typically siloed by function, so there is rarely a domestic team ready to absorb a specific call type overnight. Diabolocom's Jerod G. argues the real starting point is a risk assessment on what success looks like if offshore access changes. Read the full analysis: https://lnkd.in/dDEYDwJp #ContactCenter #CustomerExperience