CX Today Latest News
Global Happiness Is Down, Customer Happiness Is Up: So What?
June 27th, 2025 4:37 pm
Only 58 percent of people consider themselves happy. That’s the bombshell statistic of a new Global Happiness Index study, published by NiCE, which surveyed 12,000 people across six countries. Those countries include the US, UK, Australia, Japan, Brazil, and Mexico. The figure is down from 66 percent in 2024 and is an unfortunate sign of […]
Read Article →Generative AI in the Contact Center: What’s New in 2025?
June 27th, 2025 4:22 pm
As contact centers experiment with generative AI (GenAI), they’re moving from promising pilot projects to full-scale deployments. These deployments are slowly reshaping how agents work, how leaders drive contact center efficiency, and how customers engage. This roundtable unpicks the latest advancements shaping GenAI in the contact center and what innovations lie ahead for brands looking […]
Read Article →NiCE Interactions International: Everything You Can Expect from the Must-Attend CX Event
June 27th, 2025 2:17 pm
Watch on YouTube. CX Today’s Charlie Mitchell sits down with Simon Broadbent, SVP UKI & SAIL at NiCE, to preview one of the contact center industry’s biggest vendor events: NiCE Interactions International 2025. Together, they explore the biggest challenges facing contact centers today and how NiCE plans to help solve them through strategy, innovation, and […]
Read Article →Salesforce on Its New Agentforce Pricing Model, Rebranding Einstein One
June 27th, 2025 11:16 am
Salesforce raced out of the gates when launching Agentforce 2.0 in October 2024. In doing so, it beat out the likes of Microsoft, SAP, and ServiceNow, hoping businesses would establish its platform as a foundation for developing AI agents. The initial $2 per conversation pricing model was simple to digest, and it delivered value across […]
Read Article →Big CX News from Salesforce, Genesys, OpenAI, & Mitel
June 27th, 2025 7:00 am
AI agents continued to dominate the headlines this week, with Salesforce, Genesys, and OpenAI all announcing agentic AI releases. Elsewhere, Mitel confirmed its exit from Chapter 11 bankruptcy and outlined its plans moving forward. Here are the extracts from these popular news stories. Salesforce Debuts Agentforce 3: The Top Takeaways Salesforce has released Agentforce 3, […]
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