News
Twilio SIGNAL 2026: Where AI CX Gets Held Accountable
20+ hour, 23+ min ago (1279+ words) More from CX Today What to watch across voice, messaging, and data orchestration. Plus how to turn sessions into ROI. Twilio will host Twilio SIGNAL 2026 in San Francisco on May 6-7, 2026 at the San Francisco Marriott Marquis. Twilio is pitching SIGNAL…...
Five Adobe Summit Announcements Every CX Leader Should See
16+ hour, 8+ min ago (813+ words) More from CX Today From AI coworkers to brand visibility in the age of chatbots, Adobe's latest releases, unpacked Adobe dropped a raft of major product announcements at its annual Summit in Las Vegas. Unsurprisingly, agentic AI was at the…...
Customer Reactions to Robot Mistreatment Could Redefine Service Culture
5+ mon, 1+ week ago (702+ words) More from CX Today How customers respond to seeing service robots mistreated could influence workplace norms and employee well-being The robots are coming to customer service, and with the arrival of humanoids expected in the next year, there could be…...
Samsung Signals the New Face of CX: 3 D, Avatars and Humanoid Robots Are Redefining Retail
15+ hour, 8+ min ago (842+ words) More from CX Today How 3 D signage, avatar assistant and humanoid robot technologies signal a major shift in retail CX and frontline work Retail's next interface isn't arriving as an app update, it's showing up on the shop floor. Physical…...
Artificial vs. Authentic: Aflac's Intentional Approach to Humanizing AI
3+ day, 22+ hour ago (986+ words) More from CX Today Aflac's Keith Farley makes the case for AI that enhances human connection rather than replacing it A couple of years ago, I was speaking at a conference in Dubai on the topic of failure, fumbles, and…...
Gen AI Is Growing at 34% CAGR " and It's Exposing the Contact Center's Biggest Weakness
5+ day, 19+ hour ago (826+ words) More from CX Today Home " Contact Center & Omnichannel" As Gen AI investment accelerates, CX leaders are discovering that fragmented tools can't deliver the contextual intelligence customers now expect " and the data is starting to prove it Reality check: AI doesn't…...
U. K. Retail Loyalty Enters AI Era as M&S, Tesco and Boots Drive Hyper-Personalization in Reward Schemes
5+ day, 19+ hour ago (786+ words) More from CX Today U. K. retailers are using AI to transform loyalty schemes into personalized, predictive engagement platforms powered by first-party data and real-time insights Several U. K. retailers are accelerating a new phase of tech transformation in their loyalty programs, as AI…...
Salesforce launches Agent Exchange, Marking a New Phase In Its AI Agent Marketplace Strategy
5+ day, 21+ hour ago (704+ words) More from CX Today Agent Exchange enables enterprises to discover, evaluate, and deploy trusted AI agents with governance, integration, and scalability controls built in Having previously'announced the'early version of the'marketplace'last year,'this update'has shifted from a builder marketplace of components…...
Is AI Customer Service Improving CX - or Driving Customers Away?
6+ day, 6+ min ago (1114+ words) More from CX Today Automation can cut costs fast, but without governance and human backup, it can quietly destroy trust AI customer service is improving CX in some enterprises and quietly driving customers away in others. The difference is not…...
After Acquiring Khoros, Ignite Tech Unveils Its AI-Native Bet on Community and Social
6+ day, 4+ min ago (857+ words) More from CX Today Home " Community & Social Engagement The acquisition that flew under the radar in May is now making serious noise. Here's what CX leaders need to know. In May, Ignite Tech quietly acquired Khoros. No fanfare. No keynote…...