Big CX News - The Latest on Agentforce 3, New AI Studios from NiCE & Genesys

CX Today's Charlie Mitchell introduces the latest trending news from across the customer experience space.

He's joined by four prominent CX analysts to unpack each story.

In this edition, those CX experts include:

Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, President & CEO at Kramer & Company Finbarr Begley, Senior Research Analyst at Cavell

During the conversation, they share insight into the three following news stories:

Salesforce Launches Agentforce 3

Less than a year after unveiling "Agentforce 1", Salesforce has introduced Agentforce 3. The analysts consider what's new and the permutations of launching several platform iterations in such short succession.

NiCE & Genesys Release New AI Studios

In June, NiCE unveiled CXone Mpower Agents, and Genesys debuted its Cloud AI Studio, allowing its customers to build autonomous AI agents. Our analysts give their take on these platforms and what differentiates them from similar industry announcements.

Forrester Reveals That Customer Experiences in the US Have Hit a Record Low (Again!)

Customer experiences have again hit record lows in North America. Mitchell & Co. consider why, discuss those dreaded customer service doom loops, and talk about the failures of modern CX metrics.

CX Today

News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team. Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.

• No. of episodes: 277
• Latest episode: 2025-07-15
• Technology

Where can you listen?