BPO Viewpoint – The Agentic AI Jobs Truth Vendors Won’t Tell You

At CCW Las Vegas, the vendors sold one story: humans and machines, side by side, nobody worse off. The outsourcers who actually run the agents told a sharper, more divided, and more honest one. CXM reports the BPO view from...

The Future of CX: Where VoC Goes from Here

In this interview, CXM sat down with Carlos Espinosa, Executive Chairman of Clientship, to talk about the future of Voice of the Customer (VoC) and his company’s plans to approach things differently. The State of VOC Today: An Honest Assessment The honest...

The Ultimate Guide to Customer Contact Week Las Vegas 2026

Every June, the customer contact industry decamps to Las Vegas, and this year is no different. Customer Contact Week returns to Caesars Forum from 22 to 25 June, with over 300 speakers on the programme, and an expo hall full...

CXM Tech Stars Launches — Recognising the People Building the Future of CX Technology

Customer Experience Magazine is delighted to announce the launch of CXM Tech Stars, a new global recognition programme dedicated to technology innovators in the customer experience space. Remember CXM Stars? This one’s a bit different. While our previous CXM Stars focused...

How to Power Customer-Centric Cultures with VoC

CXM recently caught up with Carlos Espinosa, Executive Chairman of Clientship, to discuss how organisations can genuinely turn ‘customer-centric’ with Voice of the Customer technology After more than 25 years in the CX industry, Carlos Espinosa has watched customer experience evolve...

Cavell Launches CX Summit for the Communications Channel

Cavell has announced the launch of the Cavell CX Summit 2026, a new standalone event focused on customer experience (CX), contact centres, CCaaS, and AI-driven customer engagement for service providers, MSPs, channel partners, and technology vendors. Taking place on Tuesday, 16th...

Ocado’s AI Service Bet Delivers Faster Support With the Human Touch  

For years, customer service leaders have faced a familiar trade-off: improve service quality, or reduce cost. Doing both at once has proved far harder. In a recent webinar, I welcomed Dan Elton, Chief Customer Officer, Ocado and Suveer Kothari, Head of...

CX Vision 2035 – THE Event to Cater for the Next Decade of CX

The CX event landscape has become me-too, stagnant, and often fails to arm CX professionals with the right tools and know-how to manage the future of customer behaviour and engagement. CX Vision 2035 launches this November at Wembley Stadium with...

Agent Assist Risks: How to Stop Copilots from Destroying Customer Trust

Agent Assist is the version of AI everyone feels good about. It’s not replacing agents. It’s helping them. It keeps a person between the system and the customer. That feels controlled. But feeling controlled isn’t the same thing as being...

When Reassurance Matters More Than Convenience   

What healthcare reveals about why small interactions – not just journey maps -shape trust, confidence and experience. By Tom Boyle, Head of Digital Comms, NHS Working at the intersection of communication technology and healthcare services, I often see how small interactions shape...

Dialpad Tackles AI POC Challenges for the Enterprise

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Voice is Back, AI is Getting Real – Sinch on IHG, and the State of the Industry

At this year’s Enterprise Connect the conversation on the floor kept returning to two themes: voice technology and artificial intelligence. I sat down with Julia Fraser of Cinch to get her take on both, fresh off a keynote session with...