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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What Are They, and What Can They Do?

2 days ago | cxtoday.com | Rebekah Carter

Like most of its competitors, Zoho is evolving its AI strategy. It's no longer just focused on virtual assistants or "copilots" that assist employees working within its applications; it's embracing the era of AI agents. With this transition, Zoho is expanding its Zia product to become a hub for agentic AI. At Zoho Day 2025, the tech juggernaut announced these plans, ushering in the release of Zoho Zia Agents.
What Is a Digital Experience Platform (DXP)? A Definition, Use Cases, and Providers

3 days ago | cxtoday.com | Rebekah Carter

Digital experiences are the new norm, driving how companies and customers interact throughout the purchasing journey. Companies recognize this and continually create new initiatives to improve end-to-end experiences, nurturing, engaging, and empowering buyers. Digital Experience Platforms (DXPs) allow organizations to centralize these efforts.
The Latest BIG News from ServiceNow, Salesforce, SAP, & Talkdesk

6 days ago | cxtoday.com | Charlie Mitchell

From the launch of a unified CRM solution to the expansion of another, here are extracts from some of this week's most popular news stories. ServiceNow has unified its CRM solutions on one platform: ServiceNow CRM. Those apps include ServiceNow Customer Service Management (CSM), Sales and Order Management, and Field Service Management. The tech giant has also packaged industry-specific extensions to bolster the platform across numerous verticals, including banking, healthcare, and retail.
Sprinklr Shares Its Vision for the Autonomous Contact Center

6 days ago | cxtoday.com | Charlie Mitchell

That alone is a testament to its prowess in automating customer contacts. However, both the contact center and conversational AI spaces are evolving rapidly. First, because of the influence of generative AI. Now, because of agentic AI. Sprinklr is moving with the markets and has a unified customer experience management (CXM) vision to work toward. Part of that vision depicts the contact center and conversational AI as on a collision course, ushering the autonomous contact center of tomorrow.
Everything You Need to Pay for Zoho

1 week ago | cxtoday.com | Rebekah Carter

Zoho One is a suite of applications that work together to help businesses run their entire operations in the cloud. The most widely-implemented app in the package is Zoho CRM, which many customer experience professionals will be familiar with. However, the suite includes 46+ applications. These cross several categories, including CX, HR, finance, supply chain, etc. As such, getting to grips with Zoho One may seem a little overwhelming at first.
Is My Provider FedRAMP High Accredited?

1 week ago | cxtoday.com | Charlie Mitchell

By Charlie Mitchell Content Guru has secured a significant competitive advantage by becoming the first full-stack CCaaS provider to achieve FedRAMP High certification - the highest level of federal cloud security validation. In this exclusive interview, Andrew Casson, VP of Public Sector at Content Guru, explains to CX Today's Charlie Mitchell why this achievement is transformative for organizations handling sensitive data.
How CallTower Uses Conversational AI to Personalize Support

1 week ago | cxtoday.com | Susie Harrison

The contact center landscape is rapidly evolving, with conversational AI emerging as a transformative technology that is reshaping the way businesses interact with their customers. At the forefront of this AI-driven revolution is UC and contact center solution provider CallTower.
Which Is the Better DXP? (A 2025 Comparison)

1 week ago | cxtoday.com | Rebekah Carter

When considering digital experience platform (DXP) providers, Adobe and Optimizely are likely the first names that spring to mind. Indeed, most industry evaluations - including the latest DXP Magic Quadrant from Gartner - present both vendors as market leaders. Market analysts also commend the depth of their DXP solutions, which are packed with features to design, orchestrate, and optimize digital customer experiences. However, there are some crucial differences.
The Top 5 CCaaS Decisions Contact Center Leaders Must Make in 2025

1 week ago | cxtoday.com | Charlie Mitchell

Agentic AI, machine customers, large language models (LLMs)... there's lots of new terminology for contact center leaders to consider in 2025. Yet, they must also cut through this noise, strategize, and - ultimately - prioritize to ensure they're meeting new expectations from customers, employees, and the broader business. With this in mind, here are five questions for contact center leaders to ask themselves so they can steer the ship in the best possible direction. 1.
Introducing the Judges for the CX Awards 2025

1 week ago | cxtoday.com | Charlie Mitchell

Every day, an AI startup, an industry stalwart, or a big tech giant seems to bring a new solution to market, promising to transform customer experiences. Yet, with so many flashy announcements and marketing campaigns, it can be tricky for buyers to see through the noise. As such, companies may struggle to isolate truly market-leading technologies and the vendors best placed to serve them.