CX Today | Podcast Guru

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News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work. Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team. Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.

Recent Episodes

Has Salesforce Bought Its Missing Engagement Engine?

Constellation Research’s Liz Miller explains why Salesforce’s $5.66B Braze deal is about the execution layer behind data, AI, content, and customer engagement. Salesforce has agreed to acquire Braze for $5.66B. The deal adds Braze’s real-time, cross-channel customer engagement and decisioning capabilities to Salesforce’s growing stack of CRM, data, AI, and content tools. But, according to Liz Miller, VP and Principal Analyst at Constellation Research, this is about more than ano...

15 MIN

Is Contact Center AI Making Customer Service Worse?

Contact centers are under pressure to automate, cut costs, and reduce customer contact. But are efficiency targets improving service, or simply making it harder for customers to get help? In this CX Today interview, Rhys Fisher speaks with Natalie Beckerman, Chief Business Officer at iQor and author of When Did You Stop Caring?, about the “caring recession” she believes has taken hold in customer service. Beckerman explains why containment, deflection, and average handle t...

14 MIN

Why Customer Engagement Is Still Too Slow to Be Personal

Brands have more customer data, dashboards, and campaign tools than ever. Yet turning a useful customer signal into the right action can still take too long. In this CX Today interview, Rhys Fisher speaks with Kabir Shahani, Co-Founder and Co-CEO of Amperity, about Pér, Amperity’s new customer data agent. Shahani explains why customer engagement often slows down after a business spots the signal, as information passes between analytics, marketing, service, and activation t...

18 MIN

NRG CX Chief: Churn Is a Warning Sign, Not Just a Retention Number

In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Suzie Dieth, VP and Chief Experience Officer at NRG, about why churn should concern every customer experience leader. In deregulated energy markets, customers have plenty of options and can switch providers with relative ease. Dieth explains why the decision to leave often starts much earlier, and what businesses can do to spot the warning signs before it is too late. A customer switching provider is ...

15 MIN

Retailers Are Moving to WhatsApp. Can They Avoid Turning It into Spam?

In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Kim Johal, Retail Specialist at Infobip, about WhatsApp’s growing role in UK retail customer engagement. Infobip’s research points to a shift away from one-way notifications and toward richer conversations across service, shopping, loyalty, and returns. Johal explains why the next challenge for retailers is not sending more messages, but making every interaction feel relevant enough to deserve a pl...

14 MIN