CCW 2026: How AAA Started its Agentic Journey With Riptide

David Dungay recently spoke to Cody Siens, Product Manager, Intake, AI and Automation at AAA Auto Club Group, and Doug Marinaro, CEO of Riptide at CCW to find out how AAA started its agentic journey and why they started with the complex end...

Why “Monolithic” CX Platforms Are Dead — And What Should Replace Them

Carlos Espinosa, founder and Executive Chairman of Clientship, argues that the era of rigid, all-or-nothing CX technology is over — and explains what a smarter, more flexible alternative looks like in practice. Most CX technology platforms are sold as comprehensive, all-in-one...

CX Vision 2035: Can you buy your way out of a Failure Rate of 60- 90 per cent?

Two sessions at CX Vision 2035 arrive at the same conclusion from opposite ends of the day. Neither of them thinks you can buy your way out of this. Experience management initiatives fail at a rate somewhere between 60 and 90...

Everyone is selling AI. Few are selling certainty

Customer Contact Week 2026 was full of confidence. The private conversations were full of doubt. I spent the week talking to vendors, BPOs and industry participants about what comes next for CX. Walk any aisle of the Las Vegas Convention Center...

The phone line that hung up on customers — and the voice AI that fixed it in a day

Reporting live from CCW Las Vegas, CXM’s David Dungay sat down with Kyle Johnson, Chief Communications Officer at Nellis Auction, and Hakob, CEO and Founder of voice AI platform Synthflow, to talk about one of the fastest, least painful AI...

Inside CX Vision 2035: Tackling Finance Transformation and the Work-Design Crisis

Two sessions at the CX Vision 2035 – Wembley Stadium on 5th November 2026 – reveal why the most important questions in customer experience are no longer about technology — they’re about how organisations actually work. What are the most important...

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...