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4 days ago | 
cxtoday.com | Charlie Mitchell
Salesforce has embedded Slack across its Salesforce Customer 360 apps. In doing so, it aims to empower employees to communicate using the apps they're already working from. Indeed, from each CRM app, humans and AI agents may send data points, customer cases, and other critical context across Slack while working directly from a real-time view of the customer.
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5 days ago | 
cxtoday.com | Charlie Mitchell
By Charlie Mitchell CX Today's Charlie Mitchell introduces three customer experience priorities to keep top of mind in 2025. To run through them, he's joined by: Garry Gormley, Founder of FAB Solutions Jeff Harling, Head of Global Digital Customer Experience at Zoom Both share their perspectives on each of the priorties. Priority 1 - Elevating customer satisfaction results while being stretched operationally, and reducing costs.
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5 days ago | 
cxtoday.com | Charlie Mitchell
By Charlie Mitchell Watch on YouTube. CX Today's Charlie Mitchell hosts Mario Matulich, President of the Customer Management Practice. Matulich discusses what to expect from the upcoming Customer Contact Week 2025 event that takes place between June 9-12, 2025. In doing so, they discuss: The challenges attendees currently face within their CX operations. How CCW addresses these challenges with its agenda. The flagship speaker sessions for the week. For more on CCW 2025, visit their website.
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1 week ago | 
cxtoday.com | Charlie Mitchell
By Charlie Mitchell Watch on YouTube CX Today's Charlie Mitchell hosts a conversation about the different CCaaS pricing models available to contact centers. To weigh up the pros and cons of each, he's joined by: Zeus Kerravala, Principal Analyst at ZK Research Heidi Elmore, Senior Product Marketing Manager for Amazon ConnectFirst, they note how contact center providers are struggling to price their offerings now as AI threatens seat counts.
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1 week ago | 
cxtoday.com | Charlie Mitchell
AI agents reason, adjust, and automate tasks across the enterprise. Customer support teams can deploy AI agents to automate customer queries. However, that's only one use case. AI agents will have a much bigger, broader impact on the contact center over the coming years. Indeed, AI agents will augment the roles of contact center employees, automating much of their daily work. That includes reps, supervisors, managers, quality analysts, planners, etc.
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1 week ago | 
cxtoday.com | Charlie Mitchell
After all, if they can solve issues before customers reach out, they can lower demand on the contact center and - in doing so - cut costs. Yet, proactive service also enables businesses to reimagine customer journeys, improve the experience, and boost loyalty. As more brands have recognized this over the past decade, bolstering proactive customer service has become a primary aim of their contact centers. However, with the advent of AI agents, it has recently raced up the agenda.
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1 week ago | 
cxtoday.com | Charlie Mitchell
Salesforce has reportedly rekindled its interest in acquiring Informatica, the cloud data management solutions provider. Bloomberg broke the news late last week, citing "a person familiar with the matter". Salesforce was linked to a move for Informatica in early 2024, but cooled its interest after seemingly failing to agree on an acquisition fee. Since the move broke down in April last year, Informatica's stock price has dropped by over a third.
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1 week ago | 
cxtoday.com | Charlie Mitchell
In 2025, Salesforce and Tealium again led the Gartner Magic Quadrant for customer data platforms (CDPs). However, the competition has fallen back, with Treasure Data and Adobe - leaders in last year's edition - now a challenger and visionary, respectively. Interestingly, Action IQ, Amperity, and Twilio have dropped from the visionary category. This year, they are all niche players. Meanwhile, Oracle has switched from a visionary to a challenger.
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1 week ago | 
cxtoday.com | Charlie Mitchell
Earlier this month, NICE and ServiceNow announced a new partnership to pull the contact center into the broader enterprise ecosystem. Over the past 18 months, ServiceNow has also partnered with Five9, Genesys, and Zoom to achieve this objective. In doing so, it embedded their call controls, channels, and routing engines within its Customer Service Management (CSM) product. Yet, the NICE-ServiceNow integration looks very different.
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2 weeks ago | 
cxtoday.com | Charlie Mitchell
The CX Awards 2025 is on track to be our biggest-ever event, with a record number of applications. Still, we've been inundated with requests from excited companies to give them an extra couple of days to complete their submissions. So, we're answering those calls and extending the entry deadline until Tuesday, May 27. From 23:59pm on the day, the shutters will close so we can start organizing the applications and sending them off to our panel of 16 expert judges.
