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CX Today

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Latest episodes

NRG CX Chief: Churn Is a Warning Sign, Not Just a Retention Number

October 12, 2026 · 16 min

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. In deregulated energy markets…
Retailers Are Moving to WhatsApp. Can They Avoid Turning It into Spam?

October 9, 2026 · 14 min

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 research points to a shift away from…
Twilio: Voice Is CX’s Next Breaking Point

October 8, 2026 · 26 min

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 voice is changing the way consumers…
Stop Sampling Calls. Start Listening to What Customers Actually Say

October 5, 2026 · 18 min

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 from reviewing a sample of calls to…
AI Could Steal Your Customer Before They Reach Your Site

October 2, 2026 · 19 min

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 retailer loyalty. With shoppers…

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What Contact Center Buyers Should Prioritize in 2026

September 30, 2026 · 35 min

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 what contact center leaders should…
Zendesk: AI Is Taking the Easy Calls, but Voice Support Is Getting Harder

September 28, 2026 · 12 min

In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Hannah Deveney, Senior Director of Product Management at Zendesk, about the changing role of voice in AI-powered customer service. As AI agents handle…
From Teams Recording to Conversation Intelligence: How Organisations Can Get More from Every Call - AudioCodes

September 23, 2026 · 19 min

Marcus Law speaks with Guy Yaffe, VP of Interaction Recordings at AudioCodes, about the changing enterprise recording market and why native recording alone may not meet the needs of regulated organizations. They explore the difference…
Hidden AI in the Contact Center: What the EU AI Act Means for CX Leaders - TTEC Digital

September 15, 2026 · 17 min

In this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital, about why the EU AI Act should matter to customer experience and contact center…
Contextual Messaging is the New CX Gold Standard, MMDSmart Explains

September 14, 2026 · 14 min

Are your customers getting joined-up conversations, or are they starting from scratch every time they contact your business? In this CX Today interview, Nicole Willing speaks with Karen Krivaa, Chief Marketing Officer at MMDSmart, about…
The Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask - Sprinklr

September 10, 2026 · 21 min

In this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr, about how AI-generated answers are changing customer discovery, brand comparison, and buyer decision-making. Sean explains why the customer…
Where Does the CDP Fit in an Agentic AI Strategy? - Content Guru

September 2, 2026 · 15 min

In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru, about the changing role of customer data, customer relationship management (CRM) and orchestration in AI-enabled…

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About the show

News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work. Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team. Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.