CX Today

Latest Innovations in Customer Experience Technology News Customer Experience has become the most important factor for any brand today. No matter how cost-effective your products are or how creative your services might be, if you can't provide outstanding experiences, customers will overlook your business. With customer expectations at an all-time high, 93% of industry experts believe that having the right technology can help close the experience gap. Research from Twilio shows that individuals receive approximately 63.5 notifications daily, along with a flood of emails, texts, and phone calls. When customers seek assistance from your business, they desire genuine and meaningful conversations. Over the years, UC Today has established itself as the go-to source for insights on unified communications. Now, we are excited to introduce a similar platform for Customer Experience. Welcome to CX Today! What You Can Find on CX Today CX Today is our newly launched site focused entirely on customer experience. Just like UC Today is your trusted resource for unified communications, collaboration, and more, CX Today will serve as your comprehensive guide to customer-centric solutions. While many businesses recognize the importance of customer experience for their success, both business and consumer needs are evolving rapidly. The technologies and platforms we use are changing, and the decision-making process in contact centers is also transforming. Throughout the year, CX Today will provide you with everything you need to stay informed about the customer experience landscape, addressing key subjects such as: - Customer experience: Contact centers, CRM, and collaboration tools - Intelligence: Big data, analytics, and artificial intelligence - People: Management strategies and best practices We will keep you informed with the latest news from the marketplace, customer success stories, guides on best practices, event coverage, and exclusive insights, analytics, and strategies to help you thrive.

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The Ultimate Enterprise Communications Showdown

2 days ago | cxtoday.com | Rebekah Carter

Microsoft Teams and Zoom Workplace are two of the most prominent solutions within the UCaaS space. Yet, in recent years, both tech giants have made big moves to extend into CCaaS and are enjoying early success. As this success builds, both brands will likely go further to unify their enterprise communications solutions. Indeed, Zoom has brought Workplace and its Contact Center onto one unified platform, which includes conversational AI, workforce engagement management (WEM), and much more.
Salesforce Embeds Slack Directly Into CRM Records

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.
The Top Strategic Priorities for Customer Service Leaders

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.
A Preview of the World's Largest Contact Center Event

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.
CRM Products, Differentiators, & Pricing (A 2025 Comparison)

5 days ago | cxtoday.com | Rebekah Carter

Salesforce and Zoho are two of the most familiar names in the CRM software category. The former has earned a reputation as the "premium" CRM product, with an ecosystem of adjacent technologies, including MuleSoft, Slack, and Tableau. Meanwhile, the latter is considered a more cost-effective, user-friendly solution, typically leveraged by the midmarket. However, Zoho also has a burgeoning ecosystem that spans the enterprise, including technologies for finance, HR, the supply chain, and more.
Why Retail-Specific Solutions Are the Future

1 week ago | cxtoday.com | Rhys Fisher

You could consider the initial objective of introducing AI into CX accomplished as it dominates conversations and business strategies. However, a new trend and demand are emerging - a movement from generic platforms to tailored vertical solutions. It is also safe to say that retail is spearheading this charge, with unique pain points, evolving customer expectations, and the need for specialist CX tools heightened.
Salesforce Hits 8,000 Agentforce Deals, Opens Up on Its Informatica Acquisition

1 week ago | cxtoday.com | Rhys Fisher

Salesforce has secured over 8,000 deals for its Agentforce platform. Speaking during the company's Q1 2026 earnings call, CEO Marc Benioff confirmed that more than 4,000 of the deals are paid and that 800 customers are already in production with Agentforce. At the previous earnings call in February of this year, Benioff revealed that the vendor had closed 5,000 Agentforce deals, meaning the CRM giant has added an additional 3,000 in the past three months.
Why Does Traditional CCaaS Pricing Need to Evolve?

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.
10 Agentic AI Use Cases for Contact Centers

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.
What Aren't They Telling Us About AI?

1 week ago | cxtoday.com | Rhys Fisher

Earlier this month, Microsoft announced that it was laying off three percent of its global workforce. The move will impact over 6,000 staff, making it the highest number of job cuts since January 2023 when 10,000 employees were let go. Microsoft has yet to provide an official release on the cuts but has confirmed the news to some media outlets.