Rhys Fisher

1 month ago | cxtoday.com | Rhys Fisher

Agentic AI, you’ve probably heard of it. In fact, if you’re at all attuned to the customer service and CX tech space, you won’t have been able to avoid it during the last six months. The 60s had Beatlemania, the 90s had the Pokémon craze, and the 2010s had K-Pop – but the 2020s looks set to be dominated by AI. Agentic AI or AI agents are the latest iteration of the tech to blow up.

1 month ago | cxtoday.com | Rhys Fisher

Sprinklr is planning to operate under an enterprise-first model moving forward, with “mom-and-pop shops” being pushed to the back of the queue. Speaking during the company’s Q4 2025 earnings call, Rory Reid, CEO & President of Sprinklr, outlined what he referred to as “Project Bear Hug.”In a nutshell, the project will see the vendor targeting its top 500 enterprise customers by protecting and stabilizing this base and looking to expand their business.

1 month ago | cxtoday.com | Rhys Fisher

ServiceNow has announced the release of its Yokohama platform, which promises to unleash “thousands” of AI agents across CRM, HR, IT, and more. The solution will house teams of preconfigured AI agents within a single platform, helping to deliver “predictable outcomes from day one.”Moreover, Yokohama will equip users with the capacity to create and manage “thousands” of AI agents across the entire agent lifecycle.

1 month ago | cxtoday.com | Rhys Fisher

With all the changes that have occurred in the contact center space over the past 20 years, there is something quite reassuring about the constant that is the agent headset. From the move to the cloud, to the birth of chatbots, to the pandemic-induced rise in remote working – the headset has seen it all. Of course, that isn’t to say that agents are still using the same old bulky, ear-crushing models of yesteryear.

1 month ago | cxtoday.com | Rhys Fisher

Mitel is poised to file for Chapter 11 bankruptcy. Bloomberg originally broke the story, reporting that the telecoms company could officially file for protection “as soon as next week.”The bankruptcy follows reports that Mitel’s debt is rapidly losing value, with lenders effectively considering its loans worthless. Indeed, according to Bloomberg sources, the company’s $235 million first-lien term loan, set to mature in December 2025, is now trading for a fraction of a cent on the dollar.