CX Today
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Next-Generation Customer Experience Technology News
Customer Experience is now the most critical consideration for any brand. It doesn’t matter how affordable your products are, or how innovative your services could be. Your customers won’t consider your company if you can’t promise amazing experiences.
Customer expectations are now higher than ever, but 93% of professionals believe that access to the right technology could bridge the experience gap. Studies from Twilio indicate that people receive around 63.5 notifications per day, not to mention endless emails, texts, and phone calls. When the time comes to reach out to your business for solutions to a problem, your clients want real, valuable conversations.
Over the years, UC Today has emerged as your one-stop solution for insights into unified communications. Now we believe it’s time to deliver the same solution for CX.
Introducing the arrival of CX Today.
What to Expect from CX Today
CX Today is our new website dedicated to all things customer experience. Just as you turn to UC Today for insights into unified communication, collaboration, and beyond, you can rely on CX today for a complete guide to customer-focused solutions.
Though most companies understand how valuable customer experience is to their chances of success, business and consumer demands are evolving at an incredible pace. The technology and platforms we use are changing, and the contact centre decision-making process is transforming too.
Throughout the year, CX Today will deliver everything you need to know about the CX space, covering essential topics like:
Customer experience: Contact centre, CRM and collaboration
Intelligence: Big data, analytics, and artificial intelligence
People: Management, strategy, and best practices
We’ll be keeping you up-to-date with marketplace news, customer stories, best practice guides, event coverage, and exclusive analytics, insights, and strategies too. Source
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Media Outlet details
| Scope | National, Consumer |
|---|---|
| Language | English |
| Country | United Kingdom |
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Recent Articles
Search ArticlesCustomer Context Becomes CRM's Next Competitive Battleground
CRM vendors have spent years adding more customer data to their platforms. Now the harder question is what happens once all that information is there. The market is becoming increasingly focused on customer context, bringing together the information needed to understand an interaction, make a decision and determine what should happen next. This is partly being driven by AI, as agents need access to relevant customer information before they can perform useful tasks.
The Enterprise Impact Layer
The most impressive customer experience technology means nothing if it doesn't deliver results. As part of the CX Awards 2026, the Enterprise Impact layer focuses entirely on the results end-customers can prove. These awards recognize the in-house teams and initiatives that turned CX ambition into measurable business outcomes - celebrating innovation with ROI, standout teams, and AI put to work in production. Best of all, the categories in this layer are completely free to enter.
5 Questions to Ask Before You Buy an AI-Ready Customer Data Platform
The appeal of an "AI-ready customer data platform" is easy to understand. Organizations want more joined-up customer journeys, faster service, better recommendations and a clearer path into agentic AI, and the market has no shortage of platforms promising to deliver them. But a convincing demonstration is not the same as an enterprise-ready product. Richard Manthorpe, Product Director at Content Guru , explained to .
Contact Center Modernization Has a New Risk Profile
Contact center modernization has become one of the most consequential technology decisions in enterprise CX, and the latest signals suggest many buyers are still underestimating what has changed. The pressure is easy to understand. Legacy platforms limit scale, make customer data harder to use, and slow down service teams that need to act across voice, messaging, CRM, and digital channels. Yet modernization now carries a wider risk profile.
Is Governed AI Context the New CDP Battleground?
A clever AI agent with bad or outdated customer data is still a liability. It can recommend the wrong product, ignore a recent complaint, or contact someone who withdrew consent five minutes earlier. That makes the customer data layer a much bigger part of the AI argument than another model upgrade. Legacy CRM solutions simply weren't built for AI. Latency, identity gaps, and weak data quality puncture the potential of real-time decision-making.
What Is It And How Can We Overcome It?
AI can predict, recommend and act in an instant, but customers still need time to interpret what is happening and decide whether they are comfortable proceeding. Patricia Camden, US Marketing, CX and Loyalty Leader at EY , calls the resulting mismatch the "human tempo gap," warning that automation can undermine trust when it gets ahead of the person.
Why Omnichannel Strategy is Stalling in 2026
Omnichannel customer communication has become one of the defining priorities for organizations looking to improve customer experience, increase operational efficiency and unlock new revenue opportunities. Businesses understand that customers expect faster, more relevant and more connected interactions, and that relying on one or two legacy channels is no longer enough. Yet many are still struggling to turn ambition into operational reality.
UJET Says Contact Center AI Adoption Is Moving Too Fast, Which Creates New Risks
Contact center AI adoption is accelerating, but UJET's recent customer visits suggest speed alone is a weak measure of progress. This emerged as a central theme during CX Today's interview with Kristin King, Chief Customer Officer at UJET , and Tena Curic, Senior Customer Success Manager at UJET .
Introducing The Trust Layer
Customer experience lives or dies on trust. As part of the CX Awards 2026, the Trust layer recognizes the data platforms, privacy and compliance solutions, and resilient infrastructure that keep customer relationships safe, compliant, and dependable. The urgency around trust has never been higher. With global searches for AI identity fraud surging nearly 4,000% over the past year, generative AI has made it incredibly easy for bad actors to bypass traditional human verification checks.
Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask
By Rob Wilkinson 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 journey is increasingly moving inside AI tools such as ChatGPT, Gemini, and Perplexity, where buyers can research, compare, and shortlist brands before a sales or marketing team sees any signal.