CX Today

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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.
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Adobe’s CEO Is Out – What Will Happen to the CX Empire He Built?
Tuesday, 17 March, 2026

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.”