CX Today

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Why AI Handoffs Still Make Customers Repeat Themselves

2026-10-2611:16

Twilio’s Sam Richardson explains why customer context, identity, and reassurance must travel between AI, human agents, and channels. AI customer service may be getting faster and more conversational, but too many customers are still being forced to repeat themselves when they move between bots, agents, and channels. In this CX Today interview, Rhys Fisher speaks with Sam Richardson, Director of Executive Engagement at Twilio, about the real challenge behind AI handoffs: en...

Has Salesforce Bought Its Missing Engagement Engine?

2026-10-2115:08

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...

Is Contact Center AI Making Customer Service Worse?

2026-10-1914:35

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...

Why Customer Engagement Is Still Too Slow to Be Personal

2026-10-1618:15

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...

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

2026-10-1215:52

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 ...

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