CX Today

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[CX Today @cxtodaynews]

Deflection is dead.

That's the argument AmazonConnect's Pasquale DeMaio is bringing to the main stage at #CCWVegas this week.

Two launches. One airline that deployed it first. And a structural argument about who should be building customer experiences.

🔵 Live Sync — patented, multimodal, nobody else does it natively at enterprise scale
🔵 Agentic CX Designer — no-code canvas for the people who know the customer

📍 Wed June 25, 4:35 PM — Main stage panel with United Airlines + Citizens Bank
📍 Thu June 26, 12:00 PM — United Airlines session, Caesars Forum Summit C

CXTodayNews will be on the ground filming both. Full story in the comments 👇

#AmazonConnectCustomer #AgenticAI #LiveSync #CustomerExperience #CCW2026

[CX Today @cxtodaynews]

Most large enterprise contact centers don't have a features problem. They have a fragmentation problem 👀

Too many channels. Too many tools. Too much disconnected data. Agents toggling between systems instead of solving customer problems. And AI bolted on top of a stack that was never designed to work together 🔧

Genesys Cloud CX is nominated for Best Contact Center Solution (Large) at the CX Awards — and the numbers behind it are hard to ignore: 90% first-call resolution at Lowell, 50% decrease in average handle time at Virgin Atlantic, 60% of calls resolved by AI at Best Buy Canada 📊

But the real question isn't whether the platform has the features. It almost certainly does. The smarter question is whether your organization can operationalize enough of it to make orchestration real 🎯

CX Today has the full analyst-style breakdown 👇

🔗 https://t.co/dPNGt1Ty2k

#CX #ContactCenter #Genesys #GenesysCloud #CustomerExperience #AgenticAI #CXAwards #AIOrchestration #CustomerService #CCaaS #WorkforceEngagement

[CX Today @cxtodaynews]

Nearly half of TikTok's one billion+ users follow basketball content 🏀 The NBA and WNBA have noticed 👀

TikTok has just announced a multi-year global partnership with both leagues — combining official highlights, creator access to marquee events, and TikTok GamePlan to move fans directly from discovery to live broadcast without leaving the app 📱

The numbers from the 2026 NBA Finals alone are hard to ignore: 497 million impressions and 426,000+ referrals through the Tap to Watch feature 🎯

As Bob Carney, NBA SVP of Social and Digital Content, puts it: "TikTok has become one of the most powerful cultural platforms in the world, helping a new generation of fans discover the NBA and WNBA." 💬

For CX leaders, the bigger signal is this: social platforms are becoming full engagement ecosystems — where discovery, community, advertising, and conversion all happen in one place 👇

🔗 https://t.co/Br8PsFq4G4

#CX #TikTok #NBA #WNBA #FanEngagement #SocialMedia #CustomerEngagement #Amperity #ContentStrategy #SportsCX #CommunityEngagement

[CX Today @cxtodaynews]

The challenge for CX teams is no longer collecting customer data.

It is knowing what matters and acting on it before the moment has passed.

Karthik Suri, Chief Product and Corporate Strategy Officer at Sprinklr, explains what the Summer '26 Release is designed to solve.

"We're helping organizations move from signals to decisions and from conversations to resolutions by combining agentic AI for autonomous resolutions with copilot support for human-assisted ones. This helps enable brands to act in real time, while staying in control where it matters most."

Francesca Roche has the full breakdown.

👉 Read the full article: https://t.co/Q2i2sBrnoE

#Sprinklr #CX #CustomerExperience #AIinCX #ContactCenter

[CX Today @cxtodaynews]

📞 Loneliness is rising.

Age UK is using Twilio Flex to scale human support.

Francesca Roche reports the service delivered 7.4 million minutes of friendship last year.

Alasdair Stewart, Director of National Services at Age UK, says the focus is meaningful conversation when people need it most.

Can technology do more when it supports people, not replaces them?

👉 Read the full article: https://t.co/RnjaBP9ghz
#TwilioFlex #CustomerExperience #ContactCenter #VoiceTechnology #DigitalInclusion

[CX Today @cxtodaynews]

🤖 Conversational AI for customer service only works when customers trust it.

At CCW 2026, Karaline Venezia, CRO at Capacity, said the focus should be what customers truly need.

With DSW, that means smarter customer self-service and a fast live agent handoff when AI is not enough.

Is your virtual agent solving problems or creating new friction?

👉 Read the full article: https://t.co/xcmMQgs3YW
#ConversationalAI #CustomerServiceAI #VirtualAgent #CustomerSelfService #ContactCenter

[CX Today @cxtodaynews]

🤖 PwC and OpenAI are making a bigger bet on agentic customer service.

Rhys Fisher reports that the new joint offering is designed to move enterprises beyond chatbot upgrades and toward an AI-enabled front office that can actually resolve issues.

Ian Kahn, Customer and Commercial Excellence Platform Leader at PwC US, says the goal is to help organisations deliver more responsive and seamless experiences while driving measurable outcomes.

If AI agents can understand intent, take action, and connect across systems, how long can legacy IVR and scripted bots still hold their ground?

👉 Read the full article: https://t.co/ozoOKN2nia
#AgenticAI #CustomerService #OpenAI #ContactCenter #CXTransformation

[CX Today @cxtodaynews]

🚨 OpenAI and Microsoft are both moving faster on AI cyber defense.

Nicole Willing reports that the shift is being driven by a bigger change in the threat landscape: autonomous systems are now creating risks at machine speed.

Vincent Danen, Vice President of Product Security at Red Hat, warns that organizations need to constrain what agents can do, especially when prompt injection and hidden instructions are in play.
That matters well beyond the security team.

For CX leaders, connected AI agents now sit closer to customer data, CRM systems, and real business actions.

If an agent can act, not just answer, how much exposure is already sitting inside today’s workflows?
👉 Read the full article: https://t.co/9LYTI9atLG
#AICybersecurity #PromptInjection #CXSecurity #EnterpriseAI #DataProtection

[CX Today @cxtodaynews]

💡 Sprinklr’s latest release is not just about adding more AI.

It is about closing the gap between customer insight and customer action.

Francesca Roche reports that the Summer ’26 update brings together customer intelligence, copilots, Voice AI, and enterprise integrations to help teams respond faster across marketing, service, social, and voice.

Karthik Suri, Chief Product and Corporate Strategy Officer at Sprinklr, says the goal is to move “from signals to decisions and from conversations to resolutions.”

The CX challenge is no longer collecting feedback.

It is acting on the right signals before the moment passes.

How many organisations still have the insight, but not the operational path to do anything with it?
👉 Read the full article: https://t.co/cJeWwRCF2c

#CXAI #CustomerExperience #Sprinklr #VoiceAI #CustomerIntelligence

[CX Today @cxtodaynews]

AI agents can make decisions, change commands, and take actions that teams may not have fully anticipated.

When those agents have access to customer records, CRM systems, and internal business applications, the risk profile is very different from that of traditional automation.

Vincent Danen, Vice President of Product Security at Red Hat, says the first line of defence is simpler than most teams think:

"Don't give the agent access to the stuff that you don't want it to tell people. That feels like common sense, but maybe it's not so common."

👉 Nicole Willing hosts the full video interview: https://t.co/gIqHRgSfV2

#CyberSecurity #AgenticAI #CX #AIGovernance #DataSecurity

[CX Today @cxtodaynews]

Most enterprises are deploying AI by channel, not by customer journey.

Voice gets one vendor. Chat gets another. And They don't talk to each other.

John Anderson, AI Architect at Quiq, explains what that costs the customer:

"That human agent gets a cold transfer with no context. Right off the bat, your satisfaction drops. You're going to have a hard time recovering."

John & Priscilla Lee join Francesca Roche to discuss what production-ready AI actually requires.

👉 Watch the full video interview: https://t.co/nGH1blY4eU

#AIinCX #ContactCenter #AgenticAI #CX #CustomerExperience

[CX Today @cxtodaynews]

We just ripped up the old playbook. The CX Awards 2026 are back and bigger than ever.

The market has outgrown empty promises. Enterprise buyers demand proof - so Rob Scott & Rob Wilkinson have redesigned the 25 categories to measure exactly what leaders are buying and deploying right now.

Covering everything from contact center innovation to data security and CX Leader of the Year, there's something for everyone at this year's awards.

Check out the full categories list here: https://t.co/ThzteMTlui

#CXAwards26 #CustomerExperience #CXTechnology #CXToday

[CX Today @cxtodaynews]

92% of consumers expect every organization to deliver experiences as good as the best they have ever had.

85% have spent less with a brand, or stopped altogether, because of poor experiences.

Janelle Binder, SVP of Customer Advocacy and Engagement at Genesys, explains what the bar now looks like for CX teams.

"Consumers no longer compare brands to direct competitors. They compare every interaction to the best experience they've ever had."

Francesca Roche has the full breakdown of Genesys' 2026 State of CX report.

👉 Read the full article: https://t.co/lV5gatwY0z

#CX #CustomerExperience #AIinCX #ContactCenter #CustomerLoyalty

[CX Today @cxtodaynews]

Contact centers have long measured automation success by how many calls they deflect.

Amazon 's MCP integration with Salesforce points toward a different metric entirely: how many end-to-end customer problems an AI can actually solve.

Ali Karim, VP of Solutions at Datamark, and Alicia Skubick, Chief Customer Officer at Trustpilot, both weigh in on the wider shift this represents. Rob Wilkinson has the analysis.

🔗 Read the full article: https://t.co/2zH0SV04lD

#AmazonConnect #Salesforce #MCP #AgenticAI #CX

[CX Today @cxtodaynews]

Yesterday's forecast checked out. Schedules looked solid. By late morning, one queue is struggling while another has idle time, and supervisors are moving people around to hold things together.

This is not a bad day. It is the daily reality of a contact center built for a more predictable world.

In this guest article for CX Today, Justin Robbins, Founder & Principal Analyst at Metric Sherpa, makes the case for dynamic workforce orchestration and why the organizations that adapt fastest will outperform the ones with rigid strategies.

👉 Read the full article: https://t.co/Yr3LlSapv2

#ContactCenter #WorkforceManagement #CX #DynamicOrchestration #CustomerService

[CX Today @cxtodaynews]

Virgin Media forced over a million customers to repeat themselves before they could even start a cancellation conversation.

Agents kept callers on hold without reason, transferred them unnecessarily, and in some cases deliberately dropped the call.

Staff were financially incentivised to do it.

Natalie Black, Ofcom's Group Director for Infrastructure and Connectivity, did not hold back.

"Virgin Media made it harder for customers to cancel their contracts and then did not fully cooperate with our investigation. As a result, we are leveling our largest ever fine under our consumer protection rules for direct harm to consumers."

Rhys Fisher has the full story on what the £28 million fine means for CX leaders.

👉 Read the full article: https://t.co/Gw9hzAoeZv

#CX #ContactCenter #CustomerExperience #Ofcom #ConsumerRights

[CX Today @cxtodaynews]

Brands have spent a decade building audiences on platforms they do not own. Algorithms now limit how many followers actually see their content. AI assistants are replacing social feeds as the first place customers discover brands.

Matt Wurst, CMO at Genuin, identifies the trap many organizations walked into: "You can grow an audience for years and own none of it. Impressions and follower counts told brands they were winning while someone else controlled the actual asset."

Greg Swan of FINN Partners, Dani Weinstein of The Community Architect, Christina Garnett of neuemotion, Eric Turney of The Monterey Company, and Jeannie Assimos of mainelove all weigh in.

Francesca Roche ties these insights together.

👉 Read the full article: https://t.co/Iwnw2HcFR7

#CX #CustomerData #SocialMedia #CRM #AIinMarketing

[CX Today @cxtodaynews]

Accenture and Google Cloud are making a direct play for the mid-market AI gap.

Kevin Ichhpurani, President of Global Partner Ecosystem at Google Cloud, said: “We’re seeing tremendous demand as mid-market enterprises adopt AI agents to fundamentally reinvent their business workflows.”

That is the real signal here.

Agentic AI is no longer being framed as enterprise-only infrastructure.
It is being packaged for companies that need speed, outcomes, and less implementation drag.

Alex Cole explains why Accenture Edge could shift AI adoption for firms too large for off-the-shelf tools and too lean for bespoke transformation programmes.

Will this finally move more mid-market AI projects from pilot to production?
👉 Read the full article: https://t.co/WLTxHEuwhi

#AgenticAI #GoogleCloud #CustomerExperience #MidMarket #EnterpriseAI

[CX Today @cxtodaynews]

💡 Agentic AI is starting to erase the old boundary between support and sales.

Hao Sheng, Founder of Expertise AI, argues that “the interface is unified on the website.”

That matters because customers no longer think in departmental handoffs.
They expect one continuous conversation.

Francesca Roche shows how AI is shifting from support deflection to intent recognition, routing, and even revenue generation.

If AI can spot buying signals during a service chat, who owns that moment?
👉 Read the full article: https://t.co/YFhhN2xZSu

#CustomerExperience #AgenticAI #SalesTech #RevOps #DigitalEngagement

[CX Today @cxtodaynews]

Frontier AI is getting stronger.

But that does not mean every CX task should run on the biggest model available.

Rebecca Wettemann, CEO and Principal Analyst at Valoir, warned that leaders are worried about “a huge token bill that they didn’t expect.”

That is the commercial reality behind the hype.

For CX teams, the real advantage may come from orchestration, not brute force.

Nicole Willing highlights why enterprises are rethinking when to use frontier models and when smaller models make more sense.

If the economics break at scale, how sustainable is the strategy?

👉 Read the full article: https://t.co/RnkoHtxlmG

#CX #ArtificialIntelligence #Automation #ContactCenterAI #EnterpriseAI

[CX Today @cxtodaynews]

📊 CX leaders are still evaluating AI at the surface layer.

That's the wrong place to look.

Rob Wilkinson analyses this week's moves from Salesforce, HubSpot, Genesys, and Microsoft - and finds the real competitive advantage forming in orchestration, governance, and execution depth.

Glenn Nethercutt, EVP and CTO of Genesys, frames it cleanly:

"Agentic AI is moving customer experience from assisted engagement to governed execution."

Are your platform decisions asking the right questions?

👉 Read the full article: https://t.co/bF0hfDF3iW

#CustomerExperience #AIAgents #AgenticAI #CXStrategy #EnterpriseAI