-
1 week ago | 
cxtoday.com | Charlie Mitchell
By Charlie Mitchell Reimagining customer experiences doesn't mean leveraging tech to do old things in new ways. Instead, it's about considering each journey and orchestrating experiences that deliver on key customer, employee, and business outcomes. That's just one of several hot takes Julie Ask, Analyst, Consultant, and Tech Futurist at J.A. Advisory, shares in an interview with CX Today's Charlie Mitchell.
-
1 week ago | 
cxtoday.com | Charlie Mitchell
By Charlie Mitchell Predictive, generative, agentic... there are many forms of AI creeping into customer service. However, before boiling the ocean, contact centers should consider the quick wins they can build upon. That's the advice Jill Blankenship, CEO of Frontline Group, shared in an interview with CX Today's Charlie Mitchell.
-
1 week ago | 
cxtoday.com | Charlie Mitchell
NiCE is the latest big-name tech provider to launch AI agents, announcing "CXone Mpower Agents". The vendor claims that businesses can build and deploy their first Mpower Agents "in seconds". However, what really separates this offering - as announced at NiCE Interactions 2025 - from what came before is how the agents can collaborate with those in other systems.
-
1 week ago | 
cxtoday.com | Charlie Mitchell
By Charlie Mitchell NiCE Interactions is back for 2025, and Elizabeth Tobey, VP of Marketing at NiCE, joined CX Today's Charlie Mitchell for a last-minute event preview. After some friendly intros, the conversation quickly pivots to previewing the major themes that NiCE will explore at Interactions Day Two and Three.
-
1 week ago | 
cxtoday.com | Charlie Mitchell
NICE has partnered with Snowflake to democratize customer service data. The collaboration centers on Snowflake Secure Data Sharing, a platform that allows different accounts to access data without copying or moving it. By combining the platform with its CXone Mpower solution, NiCE takes data from the contact center and makes it available to different departments. These functions may then activate that data and automate cross-functional processes.
-
1 week ago | 
cxtoday.com | Charlie Mitchell
By Charlie Mitchell At CCW 2025, Five9 unveiled Agentic CX, its latest AI-powered solution designed to revolutionize contact center operations. In an exclusive interview with CX Today's Charlie Mitchell, Five9 CTO Jonathan Rosenberg explains how this new offering represents the next evolution in customer experience technology. Rosenberg begins by clarifying what truly constitutes "agentic AI," distinguishing genuine agentic capabilities from solutions merely packaged under the buzzword.
-
2 weeks ago | 
cxtoday.com | Charlie Mitchell
Contact center AI providers are making many promises right now. In a way, that's excellent, as customer service leaders need a vision. That vision can help them to allay pressure from execs, understand possible labor savings, and cultivate real interest in helping customers. Yet, implementing AI always brings expected and unexpected challenges. Not all of these are the tech provider's fault. Sometimes, it's the organization's internal data systems, decision-making processes, or outdated tools.
-
2 weeks ago | 
cxtoday.com | Charlie Mitchell
By Charlie Mitchell This year, NiCE surveyed 12,000+ consumers and 270 C-suite leaders from enterprise companies. In doing so, the company uncovered many intriguing insights into the state of customer service. CX Today's Charlie Mitchell is joined by Barry Cooper, President of CX at NiCE and Omer Minkara, VP & Principal Analyst at Aberdeen Research.
-
2 weeks ago | 
cxtoday.com | Charlie Mitchell
Salesforce has introduced agentic self-service at Customer Contact Week 2025. Essentially, it's a customer portal that integrates with Agentforce - Salesforce's agentic AI platform - to enable a self-service experience that's "smarter, faster, and more personalized than ever."Available within Service Cloud, agentic self-service chiefly provides real-time assistance on the company website, resolving queries and helping customers complete tasks. Yet, there are a couple of additional nifty features.
-
2 weeks ago | 
cxtoday.com | Charlie Mitchell
Zoom has launched the next generation of its Zoom Virtual Agent at Customer Contact Week 2025. The announcement introduces agentic AI to the solution. As such, the Zoom Virtual Agent not only searches for answers by scouring knowledge and data stores, but it can also leverage those sources to reason. While it reasons, the solution may recall previous interactions and pull context from them, enabling a continuous service experience and greater personalization.
