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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15 Use Cases for Generative AI in Marketing

1 week ago | cxtoday.com | Rebekah Carter

Companies aren't just using tools like ChatGPT to generate online content or social media captions anymore. Instead, generative AI (GenAI) is transforming marketing processes. Indeed, marketing teams are thinking beyond simple content creation use cases, applying GenAI to social workflows, reporting, campaign generation, and beyond. By late 2023, Salesforce found that, on average, marketers save approximately five hours a week with GenAI tools.
Five9 Brings AI Agents to Market With a Shot of Trust and Governance: A Recap

1 week ago | cxtoday.com | Zeus Kerravala

At Customer Contact Week (CCW) 2025, Five9 introduced two major additions to its customer experience (CX) platform: AI Agents and AI trust & governance. Built on the Agentic Experience Engine, these tools provide smarter, action-oriented automation using agentic AI. AI Agents are powered by Genius AI, Five9's underlying AI architecture, which provides the intelligence across its broader CX platform.
Don't Use Tech to Do Old Things In New Ways

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.
How the Frontline Group Is Advancing Its Customer Service Experiences

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.
Moving from Chatbots to Real Operational Impact

1 week ago | cxtoday.com | Susie Harrison

By Susie Harrison AI agents are evolving far beyond simple chatbots to become the operational backbone of next-generation customer service. In this exclusive interview, CX Today's Susie Harrison speaks with Alan Ranger, VP of Marketing at Cognigy, to explore how AI agents are quietly transforming service delivery at scale. The conversation reveals compelling use cases that go well beyond basic FAQ handling.
NiCE Goes All In on Agentic AI with CXone Mpower Agents, Boosted AWS Partnership

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.
NiCE on Its New Snowflake, ServiceNow, & AWS Partnerships, Previews Interactions 2025

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.
NiCE Taps Snowflake to Spread Customer Data Across the Enterprise

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.
Five9 Introduces Agentic CX, Pinpoints Its Differentiators

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.
15 Use Cases for Generative AI in Sales

2 weeks ago | cxtoday.com | Rebekah Carter

Departments across the organization are discovering more and more use cases for generative AI (GenAI). Sales is no exception, isolating many applications to better manage their time, find qualified leads, handle objections, and more. From customer research through to post-purchase activities, GenAI is reimaging the sales process. That's critical, as many sales teams have long struggled to operate with speed, precision, and efficiency as customer preferences continue to shift.