Rob Wilkinson on Muck Rack

Rob Wilkinson

England
As seen in: CX Today, CX Today (Podcast), MSN UK, Edinburgh Evening News, The Scotsman, Ayrshire Post, Autoweek, The Georgia Straight, The Sentinel (Stoke), SussexWorld, Super Street Network, The MMA Hour with Ariel Helwani and
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Articles

The Public Sector AI Shift Is Accelerating and Some Teams May Be Left Behind

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By Rob Wilkinson
| CX Today (Podcast)
By Rob Wilkinson Public sector transformation does not move on hype alone. It moves under pressure, scrutiny, and long-term delivery demands. This conversation explores what major recent wins may signal for the wider market, what themes are rising fastest, and where the most overlooked opportunities now sit.
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Vonage Integration with ServiceNow Addresses the "Two-Desktop" Challenge

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By Rob Wilkinson
| CX Today (Podcast)
Service leaders already know the pattern. A call comes in and an agent starts hunting. They jump between the telephony desktop, ServiceNow, and whatever system holds account and asset history. The customer waits while the agent reconstructs context. What looks like a few quick toggles can turn into a structural productivity tax at scale. It also weakens the case record that service teams rely on when work escalates or crosses queues.
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Most CX Leaders Are Still Buying for the Last AI Cycle

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By Rob Wilkinson
| CX Today (Podcast)
A lot of the CX market is still evaluating AI at the surface layer. The conversation is often dominated by interface quality, conversational fluency, and whether the assistant feels smart enough to impress in a demo. That lens is becoming less useful by the week. The more important shift now is happening underneath the experience layer, where orchestration, workflow access, governance, and execution depth are starting to define which platforms can actually operationalize AI.
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