CX Today

The Agentic Train Has Arrived! AI Agents and their Role in CX - Content Guru

The agentic AI era has arrived, and customer experience is leading the charge. But what does that actually mean for enterprises trying to plan, prioritise, and deploy responsibly? In this interview, CX Today's Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO of Content Guru, about the real shift happening right now in AI-powered CX, and what leaders need to do about it. The conversation covers:  What the transition from GenAI to agentic AI actually looks like in practice, which CX tasks AI agents handle reliably today, and which ones still need human involvement, and how to build on existing automation investments rather than starting from scratch. You’ll also learn why the MIT finding that 95% of GenAI projects failed should inform your agentic strategy, a practical framework for scoping your first pilots, and why CX is the natural home for agentic AI adoption. Taylor also addresses a question many leaders are sitting with right now: is it better to wait and let others test the water first? His answer is clear, but nuanced, and worth hearing in full.

The 2026 Compliance Survival Guide: Demystifying the EU AI Act

In this episode, Rob Wilkinson is joined by Steve Blood, VP of Market Intelligence at Five9, and Martyn Redstone, a consultant specialising in AI regulation. Together, they unpack where CX teams are most likely to misread the Act, why “we bought it from a big vendor” is not a compliance strategy, and how governance needs to shift from dashboards to outcomes customers actually feel. The conversation also digs into the clash between legacy on-prem approaches and the EU AI Act’s expectations around logging, data visibility, and conformity assessments. If you are running AI pilots in the contact centre, balancing cloud migration decisions, or trying to protect customer trust while innovating fast, this is your practical briefing.

Inside Agentforce Contact Center: The New "AI Plus Human" Workforce

If your AI agent fails, customers escalate to a human and you “pay double.” In this CX Today interview, Gautam Vasudev, SVP Agentforce Contact Center at Salesforce, breaks down what CX leaders should measure as they roll out agentic service, and why cost alone is a trap. We cover where AI works best today (high-volume, low-risk queries), where customers still demand a human (complex, high-stakes scenarios like healthcare and finance), and how the frontline agent role changes when routine work moves to automation. Vasudev also outlines how Salesforce thinks about giving customers a clear path to escalate, and why the real differentiation is not basic workflows, but what you build on top of them.

Cutting Through the AI Hype: Here's How to Actually Measure What Matters

Rhys Fisher, Associate Editor at CX Today, sits down with Rémi Guinier, Head of AI Product at Diabolocom, to tackle one of the most pressing challenges in customer experience right now: the gap between AI investment and measurable business value. If your contact center has been pouring budget into AI tools but struggling to prove the impact, this conversation is essential viewing. Rémi pulls back the curtain on why generic models fall short, what “Shapeable AI” actually means in practice, and how Diabolocom's quality monitoring tools are helping supervisors work smarter, not just harder. AI is everywhere in the contact center space, but can you actually measure what it's doing for your business? Rémi Guinier breaks down the hard truths and practical fixes CX leaders need to hear. Generic AI models are failing contact centers. Trained on clean, idealistic audio datasets, most off-the-shelf models buckle under real-world conditions – background noise, interruptions, and latency that makes real-time use impractical. Shapeable AI puts control back in your hands. Rather than forcing teams to fit a generic tool, Diabolocom's approach lets supervisors configure evaluation criteria, summary formats, and quality grids to match their specific business standards. Auto-calibration closes the accuracy gap fast. By grading a "golden dataset" of calls, Diabolocom's quality monitoring tool self-adjusts its prompts – moving similarity scores from ~70% up to the low-to-mid 90s against supervisor evaluations. The three signs of a truly successful AI project. Rémi's framework is refreshingly clear: improvement on core business metrics (CSAT, FCR, AHT), strong adoption rates across the team, and measurable time saved. Hit all three and you've got a winner. For more Customer Experience tech news visit CX Today [https://www.cxtoday.com/].

Adobe’s CEO Is Out – What Will Happen to the CX Empire He Built?

In this discussion, host Rhys Fisher, Associate Editor at CX Today, sits down with Liz Miller, VP and Principal Analyst at Constellation Research, for a reaction to one of the biggest leadership stories in enterprise tech. Shantanu Narayen’s decision to step down as Adobe CEO after 18 years sent shockwaves through the market, and for anyone running customer experience operations on Adobe’s stack, the implications go well beyond a stock price dip. Liz explains why this is a “fast moving train” story, not a recovery story, and what that means for the next leader. Brand Concierge and the contact center opportunity: Liz spotlights Adobe’s self-service bot solution as a genuinely surprising move into discovery-led CX, and why it matters for contact center leaders specifically. What the next CEO must do in 90 days: It’s not about rebuilding. It’s about articulating a vision fast, leaning into ecosystem partnerships with AWS and Nvidia, and proving you can be “the conductor of one of the fastest moving trains in technology.”