Zendesk Explain Why The App Sidebar Is Dead
AI is forcing a rethink of the agent workspace. As service organizations move from simple copilots to autonomous AI agents, the old model of tabs, side panel...
Rob Wilkinson · 5 Aug 2026
Why Forrester Believes Employee Experience Drives Better Customer Outcomes
Forrester's latest TX Score update aims to encourages CX leaders to prioritize employee experience ahead of seasonal customer demand.
Francesca Roche · 4 Aug 2026
Why Burnout Is a Scheduling Problem, Not a Motivation Problem
Burnout remains a persistent challenge for modern workforces, yet continues to be misdiagnosed as a personal resilience issue. With the problem running deepe...
Francesca Roche · 29 Jul 2026
Zendesk on the Rise of the Agent System and the New Roles Reshaping Customer Service
In this CX Today interview, Rob Wilkinson speaks with Hannah Deveney, Senior Director, Product Management at Zendesk , about the rise of the agent system and...
Rob Wilkinson · 29 Jul 2026
Stop Chasing Perfect Forecasts. Start Running a Service Team That Can Adapt in Real Time.
Metric Sherpa's Justin Robbins explains why contact centers must abandon static planning and embrace dynamic workforce orchestration to adapt
Justin Robbins · 14 Jul 2026
Always‑On Without Always‑Burned‑Out: The Human Cost of AI‑Led CX
As we explored in Beyond CSAT and AHT: The New Metric Stack for AI-Driven CX , AI is changing the shape of service work. But the pressure on human agents doe...
Rob Wilkinson · 13 Jul 2026
Managing Humans and AI in One Contact Center Was Theory. Salesforce Wants It Operational
Salesforce's launch of native workforce engagement management at CCW Las Vegas was always going to trigger lots of questions. The first story was the announc...
Rob Wilkinson · 2 Jul 2026
Salesforce CMO Annie Weinberger on the Future of Workforce Engagement at CCW 2026
Three months ago at Enterprise Connect, Salesforce launched Agentforce Contact Center and made a bold claim: native voice, digital channels, AI agents, and C...
Rob Scott · 2 Jul 2026
Microsoft Launches New WEM Quality Assurance Tools
Microsoft's WEM screen recording is powerful. But does it meet GDPR and EU AI Act standards? CX leaders need answers before deploying.
Thomas Walker · 1 Jul 2026
Is Your Workforce Strategy Too Rigid for CX?
Rigid workforce strategies can't handle real customer demand. Learn how to build adaptive capacity without losing operational control
Thomas Walker · 25 Jun 2026
How AI Affects Employees’ Cognitive Abilities
Could your team's AI tools be making them worse at their jobs? We explore the hidden cognitive toll of workplace AI adoption.
Thomas Walker · 23 Jun 2026
CallMiner Puts Human Oversight at the Heart of Real-Time AI Guidance
CallMiner launches agent-initiated AI guidance at CCW Las Vegas, bringing context-aware, transparent support to contact center interactions.
Francesca Roche · 22 Jun 2026
8x8 Expands WEM Push With AI Quality
8x8 is using nearly 3x WFM growth and new AI quality tools to push an integrated WEM strategy inside its CX platform.
Rob Wilkinson · 19 Jun 2026
The Death of the Standalone WFM Tool?
The standalone WFM model is under pressure. Here's what 8x8's pricing move signals for the WEM landscape.
Thomas Walker · 16 Jun 2026
How AI Makes Contact Center Agents Better
Learn how AI augmentation helps contact center agents work faster, smarter, and with greater consistency
Thomas Walker · 15 Jun 2026
Tool Overload is Killing Your Contact Center from the Inside Out
Mitel's Stuart Aldridge on why contact center agents juggling 10-14 tools on a live call is a CX problem, not just an IT one.
Rhys Fisher · 12 Jun 2026
Why Your Most "Engaged" Agents Aren't Your Best Performers
Engaged agents can still underperform. Learn how to align WEM analytics with real contact center outcomes.
Thomas Walker · 11 Jun 2026
The Data CX Leaders Need to Justify Every Agent Experience Investment
Forrester's new EX Index links employee experience quality to customer satisfaction and revenue growth. What does it mean for contact centers?
Rhys Fisher · 9 Jun 2026
Why Workforce Schedules Drift - And How to Build Plans That Keep Up
Static schedules can't match real demand. Learn why WFM accuracy depends on intraday alignment, not weekly planning.
Thomas Walker · 4 Jun 2026
Your Workforce Isn’t Understaffed. It’s Just Losing Hours You Never Track
Workforce shrinkage in the contact center is the real problem most companies are dealing with. Here's how to fight back.
Rebekah Carter · 4 Jun 2026
Centrical Joins The Employee Experience AI Funding Wave, CX Leaders Should Pay Attention
Centrical raised $39M Series D as investors back employee experience AI. What it signals for CX and HR leaders managing frontline AI adoption.
Rob Wilkinson · 3 Jun 2026
The WEM Orchestration Gap No One Is Talking About
IBM's multi-agent AI push exposes a critical gap in WEM: who orchestrates your AI workforce when no one platform owns them all?
Thomas Walker · 2 Jun 2026
WEM Platforms Are Building the AI That Could Make Them Obsolete
WEM vendors are selling the AI that shrinks their own revenue. The per-seat model has a problem it can't ignore.
Thomas Walker · 1 Jun 2026
Why Most Enterprise AI Investments Fail the Operational Test
How CIOs cut through AI hype in WEM: a structured evaluation framework covering integration, governance, and ROI proof.
Thomas Walker · 29 May 2026
Is Your WEM Strategy Quietly Accelerating Agent Burnout?
Learn how WEM monitoring quietly drives agent burnout and what sustainable contact center design actually looks like.
Thomas Walker · 27 May 2026
Supporting Human CX Agents In An AI Era
Danny Wareham, Founder and Lead Psychologist at Firgun, joins CX Today to discuss how contact center leaders can support agents through AI change, avoid costly adoption failures, and unlock hidden value in their CX data.
Rob Wilkinson · 25 May 2026
Assembled Brings MCP to WFM as Contact Centers “Rewire” Around AI
Assembled launched an MCP server for contact center WFM, connecting Claude and ChatGPT to live workforce data for faster reporting and intraday actions.
Rob Wilkinson · 21 May 2026
How to Build a WEM System That Changes Agent Behavior
WEM that only measures performance has limited value. Learn how to build a system that actively changes agent behavior.
Thomas Walker · 20 May 2026
Did Microsoft Just Turn WFM Into the Contact Center’s AI Budget Desk?
Microsoft Dynamics 365 adds AI Credit Estimation so contact centers can forecast AI credit costs alongside demand, signaling a new era for WFM.
Rob Wilkinson · 20 May 2026
Is Cisco Losing Interest in Workforce Engagement?
As Cisco pours billions into AI infrastructure, its Collaboration segment quietly stalls. What does that mean for WEM buyers?
Thomas Walker · 19 May 2026
The Missing Link in AI Adoption? PwC’s Gamification Strategy
3. 85% of AI projects miss their targets. PwC's gamification strategy at 300,000 employees shows how enterprises can close the adoption gap.
Thomas Walker · 18 May 2026
AI Is Leaving the Contact Center - Is Anyone Ready for What Comes Next?
AI-powered workforce engagement management is expanding beyond the contact center into back-office and field service operations.
Thomas Walker · 14 May 2026
Why Are Your Scheduling Optimisations Creating Worse Customer Experiences?
How workforce scheduling optimization harms CX, spikes agent workload, and drives repeat contacts, plus fixes.
Thomas Walker · 13 May 2026
Will AI Replace Your WEM Platform? ServiceNow's President Says No
Can AI agents replace workforce engagement management platforms? ServiceNow's Amit Zavery says no at Knowledge 26.
Thomas Walker · 11 May 2026
Your WEM Strategy Isn’t Improving Engagement. It’s Teaching Agents How to Game the System
Your WEM KPI design is just teaching agents how to game the system. Here's what you should be prioritizing.
Rebekah Carter · 7 May 2026
Your WEM Platform Isn’t Fixing Performance - It’s Just Documenting the Decline in Detail
More KPIs won’t save your contact center. Learn why WEM often becomes passive reporting and how to make it drive real change.
Thomas Walker · 6 May 2026
Future of CX: Part 5 - 3:05 PM — The Layoff Dashboard
Future of CX: AI automation and workforce optimisation collide as a CX leader faces the data-driven case for removing human agents in customer experience.
Rob Scott · 1 May 2026
The AI Layoffs Debate is Far From Over: Salesforce and Gartner Challenge Job Loss Narratives
Salesforce hiring and Gartner data show AI reshaping CX roles while increasing demand for human agents in complex interactions.
Francesca Roche · 29 Apr 2026
The Spreadsheet Problem Hiding Inside Your Workforce Strategy
Over half of HR leaders still rely on spreadsheets for workforce planning. Here's why that's a serious CX problem.
Thomas Walker · 28 Apr 2026
How to Choose Workforce Engagement Platforms That Scale
Find the right contact center workforce software: AI forecasting, workforce analytics tools, coaching workflows, and ROI signals.
Thomas Walker · 27 Apr 2026
Why Workforce Engagement Platforms Are Replacing Legacy WFM Systems
why contact centers are moving to workforce engagement management, and how modern workforce optimisation tools improve CX productivity.
Thomas Walker · 20 Apr 2026
One Third of Agents Are Ready to Quit Because of AI Absence, Verint Warns
Verint's 2026 report reveals 31% of contact center agents plan to quit, putting customer experience directly at risk
Francesca Roche · 16 Apr 2026
How CXA Is Changing the Contact Center Operations Model
The contact centre operations model hasn't changed in 30 years. Talkdesk thinks CXA is about to change everything about it...
Thomas Walker · 15 Apr 2026
Verint's Quiet Pivot: How AI Is Reshaping Its Core Business
Verint’s AI revenue has overtaken its legacy business, signalling a major shift toward CX automation. Here’s what it means for CX Leaders.
Thomas Walker · 14 Apr 2026
How Autonomous Workforce Platforms Are Replacing Traditional Planning Models
Learn how AI workforce management improves forecasting, scheduling, and governance in contact centers.
Thomas Walker · 13 Apr 2026
Five9 Deepens Its ‘Multi-Agent’ Play With Assembled Workforce Management
Five9 expands its Fusion partner ecosystem by elevating Assembled and reselling its workforce management platform to support human and AI agent operations.
Rob Wilkinson · 8 Apr 2026
How to Prepare Your Contact Center Workforce for AI
Your contact center workforce strategy is going to change with AI in the mix. Here's how you can prepare your team.
Rebekah Carter · 7 Apr 2026
Why Work Management Platforms Are Replacing Project Tools in Enterprises
Enterprises are shifting from traditional project management tools to AI-powered work management platforms.
Thomas Walker · 7 Apr 2026
Why Contact Center Workforce Management Alone Can’t Fix Agent Burnout
Struggling with agent burnout? Explore why WFM focuses on efficiency, not wellbeing -and how to use engagement data to protect your workforce.
Thomas Walker · 6 Apr 2026
Is AI Really Behind the Tech Layoff Wave? Benioff Says No
Salesforce CEO Marc Benioff says blaming AI for tech layoffs is the "lazy way out." So what's really driving workforce cuts?
Rhys Fisher · 6 Apr 2026
Gartner Warns Enterprises Against Cutting Support Teams to Fund AI
AI spending is set to double while Gartner advises enterprises to retain skilled staff for stable customer service operations.
Francesca Roche · 3 Apr 2026
Oracle Cuts 30,000 Jobs to Fund Its AI Gamble
Oracle has cut up to 30,000 jobs to fund its AI infrastructure push. We break down what the largest layoff in Oracle's history means for CX.
Rhys Fisher · 1 Apr 2026
Why Workforce Optimization (WFO) Is No Longer Enough for Modern Contact Centers
Workforce optimization is evolving. Discover why contact centers are shifting from WFO to WEM, addressing hybrid work and burnout.
Thomas Walker · 31 Mar 2026
Why Contact Centers Are Investing in WEM: What Workforce Engagement Tools Actually Deliver
Discover how contact center workforce management and WEM tools improve scheduling, agent performance management, and CX outcomes.
Thomas Walker · 31 Mar 2026