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Articles by Tom Wright
A Guide to the Benefits of Fiberglass-Reinforced Polymer in Wastewater Environments
It was not that long ago that the structural components, grating, sludge flights, trash racks and odor containment covers—along with walkways, ladders, guardrails and other access structures—in water and wastewater facilities were frequent sources of maintenance headaches and safety concerns. In areas exposed to constant moisture, chemicals and harsh conditions, traditional materials often struggled to hold up. Steel rusted, wood swelled and warped, aluminum corroded and concrete cracked.
Dry & Transition Period RSS
Ontario dry cow housing and management – Not a ‘dry’ topic Monitoring respiration rate, airflow and stocking density in the dry cow pen can improve production in subsequent lactations. July 16, 2025 Tom Wright, Jayden Thomas, and Katherine Perry Housing and management of dry cows can impact their future health and milk production. Sometimes this aspect of the dairy herd can get overlooked, as dry cows don’t directly produce revenue and there are always competing priorities to manage on the farm.
RingCentral Migrates its Agents Away from NICE-Powered Platform
RingCentral has moved its 1,000 customer service agents off its NICE-powered contact centre platform and onto its new RingCX, CEO Vlad Shmunis has revealed. The chief exec revealed the reshuffle on an earnings call with investors to demonstrate that RingCX is not purely an SMB play. RingCentral’s customer support agents previously used RingCentral Contact Center, which sits on NICE technology.
Five9 to Launch ‘New Paradigm’ AI Agents Next Week
Five9 will launch its “next generation” intelligent virtual agents next week, CEO Mike Burkland has revealed. Speaking on an earnings call with investors, the chief exec said the AI-powered service, called Five AI Agents, will function across voice and digital channels. “Five9 AI agents are designed to achieve unprecedented levels of comprehension, capability and autonomy using generative AI,” he said.
Context Summaries and Suggested Replies - a Deep Dive into Cisco’s AI-Powered CX Features
CX Today’s Tom Wright hosts Cisco’s Sudarshan Dharmapuri. In this session we discuss the following: 1) How AI is driving Cisco’s CX strategy 2) New features including context summaries and suggested responses 3) The new Agent Wellness solution If you’re looking for more information on this topic visit Webex.com You can also join in the conversation on our Twitter and LinkedIn pages.
‘Reimaging CX’ - How AI is Changing the Game for Cisco
CX Today’s Tom Wright speaks to Cisco’s Jay Patel. In this session we discuss the following: 1) The Significance of Cisco’s new AI Agent 2) How Cisco’s AI Assistant is developing 3) Where AI will take CX in the future Thanks for watching, if you’d like more content like this, don’t forget to SUBSCRIBE to our YouTube channel. You can also join in the conversation on our X and LinkedIn pages.
WebexOne 24: Umqua Bank’s Lightning Move to the Cloud with Cisco
CX Today’s Tom Wright interviews Cisco VP Vinod Muthukrishnan and Umpqua Bank’s Cameron Mitchell at WebexOne. They discuss: 1. The challenges Umqua faced with its on-prem tech 2. Why the migration had to be done at lightning 3. The benefits of the new cloud implementation Thanks for watching, if you’d like more like this, don’t forget to SUBSCRIBE to our channel. You can also join in the conversation on our X and LinkedIn pages. For more Customer Experience tech news visit https://www.cxtoday.com
‘A Critical Part of CX’ - HubSpot to Acquire CPQ Vendor
HubSpot has revealed plans to acquire subscription billing management and configure, price, quote (CPQ) start-up Cacheflow for an undisclosed amount. Cacheflow will bolster HubSpot’s Commerce Hub product, which has processed $1bn in gross merchandise value since launching in 2023, the latter said. Yamini Rangan, CEO of HubSpot, said: “We’ve seen strong year-over-year growth with Commerce Hub, which gives our customers an easy way to manage payments and unify their customer and transaction data.
How to Compare CCaaS Platforms in 2024: The Complete Guide
Figuring out how to compare CCaaS platforms can be complex, particularly now that the solutions offered by contact center as a service vendors evolve. Business leaders don’t just need to ensure they’re choosing a platform that supports the right channels and routing capabilities. They need to think about how they can future-proof their customer experience (CX) strategies with scalable, intuitive platforms that can rapidly adapt to suit their needs.
Big CX News from Salesforce, Twilio and ServiceNow
Salesforce Unveils Groundbreaking AI Agents Solution, “AgentForce” Salesforce has introduced AgentForce, an AI-powered solution aimed at transforming customer service interactions. AgentForce automates a wide range of repetitive tasks, reducing the workload for customer service agents and enabling quicker response times. The solution also delivers real-time, tailored responses to customer inquiries, which significantly improves efficiency and customer satisfaction.
Salesforce Embeds Tableau Pulse in Flagship CRM Platform
Salesforce is integrating Tableau’s Pulse directly into its flagship CRM system. Pulse for Salesforce is a new version of Tableau Pulse designed to provide pre-built metrics and AI-powered insights directly within Salesforce CRM, starting with Sales Cloud. The solution is built on Salesforce’s Einstein 1 Platform and uses generative AI to integrate intelligence into CRM users’ daily workflows.
Twilio Bags Seven-Figure Segment Deal with IBM
Twilio secured a seven-figure deal with IBM in its fiscal Q2, CEO Khozema Shipchandler revealed when reporting the vendor’s earnings. The “key win” came in Twilio’s Segment business, which has been plagued over recent months, and was its largest deal of the quarter. Shipchandler was speaking as Twilio revealed sales of $1.08bn for the quarter ending 30 June, up four percent year on year. Segment accounted for $75.2m of total revenue.
CX Today Launches CX All-Stars
CX Today is proud to launch the CX All-Stars initiative, a dynamic series designed to spotlight and celebrate the industry’s top contributors, innovators, and influencers. CX All-Stars is part of CX Today’s community initiative, designed to foster a vibrant, engaged community that amplifies expert voices, promotes peer discussions, and shares critical knowledge to drive innovation in the CX sector.
The Biggest CRM Trends to Watch in 2024 and Beyond
CRM trends are evolving rapidly, thanks to changing consumer expectations, market dynamics, and the transformation of cutting-edge technology. Evolution in the CRM market is nothing new. Customer Relationship Management software is one of the fastest-growing and most valuable forms of technology in today’s world. This market is expected to reach a by 2032 as companies seek ways to become more customer-centric, data-driven, and strategically aligned.
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