News
The Searchable Enterprise: Ctrl+F Your Customer Truth
1+ hour, 57+ min ago (566+ words) More from CX Today Every enterprise'claims'to be customer-centric, yet most CX leaders still struggle to answer basic questions. Why are customers contacting us? What is'actually breaking'in'the experience? And which issues are quietly driving churn before anyone notices?' Contact centers now…...
Why Always-On CX Resilience Starts With Security
2+ day, 15+ hour ago (1508+ words) More from CX Today But the last few years have exposed that when customers can't get through, access accounts, or trust what they're seeing, it's more often a security issue than a data center failure. Major outages make headlines, but…...
Is Your AI Escalation Strategy Breaking Customer Trust?
2+ day, 20+ hour ago (1024+ words) More from CX Today Home " Contact Center & Omnichannel" A practical guide to AI escalation models, human-in-the-loop support, and contact center AI governance that protects trust while improving efficiency "The reality is simple: you win or lose customers every day based…...
Access to Anthropic's Mythos AI Model Intensifies Cybersecurity Pressure on CX Systems
2+ day, 23+ hour ago (638+ words) More from CX Today Japan launches AI task force as Anthropic Mythos exposes growing cybersecurity risks, shrinking patch windows, and raising concerns for customer-facing systems The preview release of Anthropic's Claude Mythos AI large language model (LLM) is raising alarm as…...
Who Is Liable for AI-Generated Customer Responses?
2+ day, 23+ hour ago (987+ words) More from CX Today Home " Security, Privacy & Compliance Why enterprises must own the risk when AI speaks to customers AI-generated customer responses stop being "cool automation" the moment they touch regulated, high-risk interactions. At that point, AI liability cannot remain…...
Vercel's Breach Is a Warning"Shadow AI" Risks to CX Are Escalating
3+ day, 18+ hour ago (961+ words) More from CX Today Home " Security, Privacy & Compliance "Shadow AI" adoption across enterprises is creating hidden security gaps that can expose customer data and disrupt customer experience A new form of shadow IT, where employees use tools without formal oversight,…...
Why CX Teams Can't Afford to Ignore the Network Layer Any Longer
3+ day, 22+ hour ago (355+ words) More from CX Today Home " Contact Center & Omnichannel" ZK Research Principal Analyst Zeus Kerravala joins CX Today to explain why the PSTN shutdown, AI-driven latency, and the rise of edge computing are forcing a long-overdue rethink of contact center network…...
EU AI Act Deadline: Customer Emotion AI Becomes High-Risk in August 2026. Most Contact Centers Have No Idea What's Coming.
3+ day, 22+ hour ago (1747+ words) More from CX Today Your employees got legal protection 14 months ago. Your customers are about to get something far weaker. In ~100 days, the rules change, the fines land, and the vendors who stayed silent will have some explaining to do....
Which Customer Analytics & Intelligence Events Matter Most in 2026?
3+ day, 23+ hour ago (1627+ words) More from CX Today Home " Customer Analytics & Intelligence A practical 2026 guide to the contact center conferences and customer experience conferences where enterprise buyers validate CA&I strategy In 2026, Customer Analytics & Intelligence (CA&I) buying has changed. Enterprise teams are no longer…...
CX Experts Expose the Ugly Truth Behind Customer Journey Orchestration
3+ day, 22+ hour ago (282+ words) More from CX Today Home " Customer Engagement & Journey Orchestration Why connected journeys remain broken in 2026, and what it actually takes to fix them CX Today's Rhys Fisher is joined by Adrian Swinscoe (Punk CX), Jeannie Walters (Experience Investigators), and Robert Bradshaw…...