CX Today: Recent Episodes

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In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Muj Choudhury, CEO of RocketPhone.ai and former Salesforce Director, about the uncomfortable questions surrounding enterprise AI.

As organizations race to deploy AI agents, Choudhury argues that bigger investments and flashier product names do not automatically produce better customer experiences. This is a candid conversation about data, workflow design, agent coaching, risk, and how to find AI use cases that improve service rather than simply chasing automation.

AI may be everywhere in CX, but Choudhury says the industry needs to get far more honest about where it delivers value and where it creates new problems.

Drawing on his Salesforce background and his work at RocketPhone.ai, Choudhury joins CX Today’s Rhys Fisher to unpack why enterprise AI success depends on more than an LLM, a chatbot, or an ambitious product launch.

Why Salesforce’s acquisition-heavy history and changing AI strategy create a difficult integration challenge, especially as smaller, less encumbered competitors move quickly.

Why customer data, including voice and contact center conversations, is the essential foundation for relevant AI experiences.

A real-world field-service example showing how AI can help engineers arrive with the right part, reduce wasted visits, and improve the customer outcome.

Why AI should support human coaching and risk management, not replace experienced managers or introduce unsafe, non-compliant service interactions.

Choudhury’s message is clear: start with people and broken processes, then apply AI where it produces a measurable result.

Watch the full interview, then assess your own AI roadmap: Is it solving a specific customer problem, using trustworthy data, and keeping human accountability where it matters?

For more Customer Experience tech news visit https://www.cxtoday.com

Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage, about how intelligent workspaces are reshaping the agent experience. Rodney explains why customer relationship management (CRM) fragmentation is becoming a major barrier for service teams, especially as organizations adopt more AI tools across the contact center.

He explores how agents often become “human middleware,” switching between multiple CRMs, copying and pasting data, and trying to piece together customer context in real time. That friction affects confidence, consistency, handle time, first contact resolution, and customer trust.

Rodney also discusses how the Vonage Intelligent Workspace creates a browser-based layer between engagement channels and CRM environments, connecting natively to 13 CRM platforms and giving agents a single pane of glass. He shares why real-time context is essential for AI to deliver accurate, useful recommendations, and why leaders should start with a workflow audit before investing in more technology.

Watch the full interview to learn how CX leaders can reduce agent friction, improve AI outcomes, and create a more connected service experience.

The HubSpot data enrichment controversy generated plenty of heat. Alexi Hatch, CMO of Acoustic, is more interested in the light.

Speaking with CX Today's Rhys Fisher, Hatch reframes the episode not as a one-company scandal but as a symptom of a wider industry habit she calls "signal debt" — the over-reliance on borrowed, static enrichment data that tells you what a contact's job title was last quarter but nothing about what they actually want today.

"Piling on more enrichment and external data feels like deeper customer understanding, but it's just an illusion of intelligence," Hatch says. "The antidote to signal debt isn't borrowing more consumer signals, it's having the in-house capabilities to analyze better ones."

The conversation covers where brands typically go wrong, with Hatch pointing to declining open rates and flat engagement as the clearest early signs that a CRM built on static data is running out of road. She also draws a hard line on consent — opt-in, she argues, is black and white, and brands that rely on "fuzzy" opt-ins are storing up a trust problem that no amount of enrichment will fix.

The discussion then shifts to the activation gap: collecting behavioral data is one challenge, but acting on it fast enough to be relevant is another. If the insight and action layers of your tech stack can't talk to each other in real time, the window closes before the message lands.

For CX and marketing leaders trying to make sense of where the industry goes from here, it's a grounded and practically useful conversation.

Customer journeys are no longer linear, and AI alone won’t fix the friction customers feel when they need fast, empathetic support.

In this CX Today interview, Nicole Willing speaks with Mike Clifton and Max Schwendner, Co-CEOs of Alorica, about how real-time data, emotionally aware AI, and human support are reshaping customer experience.

They explore why businesses need to move beyond generic personalization, how AI can help agents understand customer sentiment in real time, and why the best CX strategies focus on outcomes rather than technology for its own sake.

The conversation also covers multimodal customer journeys, data orchestration, global CX delivery, the role of human agents in complex interactions, and the importance of knowing when AI should step back and let a person take over.

For more Customer Experience tech news visit https://www.cxtoday.com

From Excel spreadsheets and NPS below zero to a 4.7 Trustpilot rating, Openreach and NiCE pull back the curtain on one of the UK's most ambitious AI deployments.

Introduction

Rhys Fisher, Associate Editor at CX Today, sits down with Chris Herbert, Director of Customer Service at Openreach; Eifion Lloyd, Senior Manager of Customer Enablement and Strategy at Openreach; and Giles Bryan, General Manager of Proactive AI at NiCE.

With 25 million homes in scope and 700 communications providers depending on Openreach's infrastructure, this was a national transformation. If you want to understand what proactive AI actually looks like when the stakes are real, this is the conversation to watch.

Main Description

Openreach manages the UK's largest broadband network, but before NiCE came in, customer communications were fragmented, inconsistent, and largely out of Openreach's hands – owned instead by hundreds of individual comms providers. NPS sat below zero. Engineers were turning up to empty homes. Something had to change.

In this case study interview, the teams behind the deployment break down exactly how they got from there to here:

Starting scrappy and scaling fast: the early proof of concept ran on daily Excel uploads, crashed occasionally, and was far from elegant. But it proved the value, and that was the point.

The proactive shift: why waiting for customers to call is already a failure, and how Openreach rebuilt its engagement model around reaching out first via SMS, email, and voice.

Inclusivity by design: how NiCE's platform handles landline-only customers without a separate spec, separate team, or separate configuration.

A number that didn't make the press release: a generative AI chatbot trialed before Christmas cut install cancellations by 22%.

AI agents are handling more customer conversations than ever, but what happens when automation reaches its limit?
In this CX Today interview, Nicole Willing speaks with Craig Cotton, Global VP of Product Management at Concentrix, about one of the most important moments in the modern customer journey, the handoff from AI to a human advisor.
Cotton explains why brands risk damaging customer trust when customers have to repeat information after a failed bot interaction, and why even a small failure rate can create millions of poor experiences at scale. Cotton also explores the operational gaps behind broken handoffs, from telephony and CCaaS integrations to missing AI summaries, poor queue visibility, and a lack of ongoing quality assurance.
The discussion covers what a well-executed handoff should look like, why AI agents need the same onboarding, coaching, QA and brand training as human advisors, and how real-time sentiment analysis can help companies recover a negative customer experience before it becomes a loyalty problem.

CRMs and customer data platforms (CDPs) can store a mountain of customer data, but that does not automatically translate into better experiences.
In this CX Today panel, Ben Robinson, Head of Technology at Fair Finance, Amory Somers Vine, Head of Customer Experience at Expereo, and John Cheney, CEO of Workbooks, discuss what it takes to move from systems of record to systems of action.
The conversation digs into why many CRM programs still fall short, including heavy customisation, siloed ownership, and metric choices that prioritise internal efficiency over customer outcomes. The panel also explores how automation and generative AI can help teams act on insights faster, from proactive service monitoring and case creation to summary-driven support experiences that reduce agent effort and speed up resolution.
If you are rebuilding your CRM strategy, aligning CX and IT, or figuring out where humans must stay in the loop, this is a practical, grounded discussion with clear takeaways for enterprise CX and contact center leaders.

A production database deletion and 30-hour outage at Pocket OS has become a cautionary tale for any organization bringing agentic AI into critical systems.

In this interview, Nicole Willing speaks with Alex Gallego, CEO of Redpanda Data, about what went wrong and why blaming the model misses the point. They unpack the enterprise basics that still get skipped: separating development from production, tightening authentication and authorization and scoping agent permissions away from dangerous root access.

Gallego also explains why governing agents is harder than governing humans. Agents can be more capable, less predictable and execute at machine speed. That combination makes traditional controls feel too slow. Gallego outlines practical guardrails, the need to reduce the “search space” of tools an agent can access, and why many organizations will need proxy layers to enforce fine-grained permissions when legacy systems cannot.

The conversation closes with the bigger stakes, from customer trust and regulatory exposure to the risk of catastrophic failure in human-critical systems. For CX and contact center leaders evaluating autonomous agents, the takeaway is clear: speed and automation are only valuable if governance is designed in from day one.

For more Customer Experience tech news visit https://www.cxtoday.com

AI agents are everywhere in the CX conversation, but this CX Today case study gets specific. Nicole Willing speaks with Will Jones, GTM Operations Associate at CRM vendor Attio, and Paul Adams, Chief Product Officer at Intercom, about how Attio deployed Intercom’s AI agent, Fin, as a sales development representative (SDR) to handle inbound sales engagement.

Jones breaks down what drove the move, including the push to stay ahead of changing buyer expectations and the reality that static forms miss demand outside business hours. Jones shares what changed day to day after launch: always-on coverage, automated follow-ups, richer insight into what prospects actually ask for, and faster routing of qualified leads into the CRM.

Adams explains why sales is a natural extension of an AI agent that started in customer support. Customers experience one journey, not separate departments, and shared memory and a single source of truth are critical to avoid the classic “repeat yourself” handoff problem.

Both guests also tackle the hype question directly, arguing that AI is a bigger shift than the internet or mobile because it can do the work, while warning that success requires effort, experimentation and iteration.

For more Customer Experience tech news visit https://www.cxtoday.com

As AI generated answers increasingly replace traditional search results, brands are facing a new visibility challenge. In this CX Today interview, Francesca Roche speaks with Peter Sloterdyk, Chief Marketing Officer at Gist, about the launch of Gist Geo and what AI driven discovery means for modern marketing teams. The conversation explores why traditional SEO metrics are no longer enough, how brands can measure visibility inside AI answers, and why sentiment, structured content, and actionable insights are becoming critical as search evolves into a zero click experience.

AI is making cyber attacks easier to scale, more personalized, and harder to spot, and that’s showing up directly in the contact center. In this CX Today panel, Nicole Willing is joined by Miguel Fornes, Information Security Manager at Surfshark, Randy Layman, CTO at AVOXI, and Ron Zayas, CEO at Ironwall by Incogni. Together, they unpack how attackers are using agentic AI to accelerate social engineering, exploit the vast amount of personal data online, and increase account takeover attempts through higher volume and higher accuracy tactics.
The discussion also explores a fast-approaching shift: genuine customers using AI agents to contact support on their behalf, blurring the line between authorised and malicious automation. The panel argues that CX leaders need to rethink authentication as a risk-based continuum, not a binary pass or fail, with “graduated” security steps that increase as actions become more sensitive. The goal is to protect customers and frontline teams without turning every interaction into an obstacle course.
Packed with vivid analogies, the panel makes complex AI-driven cyber risk feel real, practical, and urgent. Watch the full video now to catch every takeaway.

How do retailers deliver a consistent customer experience when shoppers move fluidly between online research and in-store decision-making? In this CX Today interview, Francesca Roche speaks with Daniel Todaro, CEO of Gekko Group, about the widening gap between digital information and shop-floor execution.

Todaro argues the biggest disconnect is knowledge, including what customers can learn online versus what they can get from a trained advisor in store. He also explains why constant discounting can damage brand equity, how tech-first environments like digital mirrors and retail media can lift engagement while alienating some groups, and what “agentic AI” could unlock when physical and digital journeys finally match.

For more Customer Experience tech news visit https://www.cxtoday.com

Blair Pleasant breaks down what this landmark contract really means for the CCaaS market, the hyperscaler threat, and why an eight-year contract is both bold and logical

Rhys Fisher, Associate Editor at CX Today, sits down with Blair Pleasant, President and Principal Analyst at COMMfusion, to dissect one of the biggest CCaaS deals ever announced.

With HMRC committing to a $670M, eight-year contract via Capgemini and NiCE, Blair cuts through the headline noise to explain what this deal reveals about enterprise procurement, vendor staying power, and whether the likes of AWS and Salesforce can ever truly compete at this level.

The HMRC megadeal has sent shockwaves through the CCaaS industry, but what does it actually tell us about the state of the market? Blair Pleasant brings over 30 years of analyst experience to unpack the real story behind the numbers.

Two-horse race or open field? Blair argues NiCE and Genesys dominated this deal due to specific procurement requirements around revenue thresholds and systems integration capability – but insists there's still room for others like Five9, Content Guru, and Sprinklr at enterprise level.

Why hyperscalers aren't landing deals like this... yet. Microsoft and Salesforce lack the CCaaS-specific expertise, track record, and dedicated revenue that HMRC demanded. AWS, however, is the one to watch.

The Capgemini factor. NiCE was the CCaaS engine, but Capgemini won the contract, and Blair is clear that the SI relationship, especially given Capgemini's existing ties to HMRC and UK government work, was critical to securing it.

Eight years is 80 years in this industry. Blair explains why the contract length signals HMRC's desire for stability over agility – and why NiCE's acquisition of Cognigy positions them to grow with that commitment.

As customer support teams move from first-gen genAI co-pilots to autonomous agents, the real risk is assuming AI will “automate everything” without changing how support actually works. In this CX Today interview, Vishal Sharma, CTO at SearchUnify, explains why most enterprises still aren’t ready for fully autonomous support and what needs to happen first. Sharma breaks down the operational shift from “find” to “assist” to “act,” and why workflows and the underlying support stack must be rebuilt for machines, not just humans. Sharma also walks through the guardrails that matter most, from grounding responses with retrieval and citations to privacy checks, toxicity controls, and escalation paths when the agent should say “I don’t know.”
Sharma also shares what it takes to deploy multi-agent orchestration without chaos, including clear agent roles, shared memory, and a master orchestrator.

Salesforce’s Agentforce Contact Center launch has split analyst opinion, and this CX Today debate gets straight to why. Host Rob Wilkinson is joined by Zeus Kerravala of ZK Research and Dave Michels of TalkingPointz to unpack what Agentforce actually is, what problem it is trying to solve, and what it could break.

Kerravala frames Agentforce as a serious attempt to reduce “fragmentation hell” by converging CRM, customer interactions, and AI into a single platform layer, so agents stop being the “integration point” between disconnected tools. Michels pushes back hard, arguing the launch is a pivot driven by pressure on CRM’s long-standing model and relevance, especially as generative AI changes how businesses capture and use customer conversation data.

Across the discussion, they dig into the operational impact on contact center leaders and frontline teams, including context switching, data quality, and what becomes the real “source of truth” when AI can surface answers directly from live conversations. The result is a grounded look at the stakes for customer service organizations weighing consolidation, reliability, and speed-to-value as AI moves from feature to foundation.

For more Customer Experience tech news visit https://www.cxtoday.com

Retail customer satisfaction climbed to 94.6 percent in Q1 2026, but the headline figure only tells part of the story. In this CX Today interview, Francesca Roche speaks with Tim Waterton, Chief Revenue Officer at HappyOrNot, about what is really driving improvements in retail CX and where performance still breaks down.

Waterton explains why retailers are getting better at managing tough operational environments, how real-time microfeedback is changing decision-making on the shop floor, and why consistency matters more than averages. The discussion explores why CX is strongest in the morning and weakest in evenings and weekends, how staffing experience and store layout shape outcomes, and what retailers can do to improve price perception without cutting margins.

The conversation also looks at checkout innovation, from rapid lane management to the rise of slow lanes, and what proactive planning retailers need as traffic increases in Q2.

For more Customer Experience tech news visit https://www.cxtoday.com

Three CX leaders get brutally honest about why infrastructure resilience has become the boardroom problem nobody is prepared for.

In this CX Today Roundtable discussion, Associate Editor Rhys Fisher is joined by Ty Givens (Founder and CEO of the CX Collective), Rhona Bradshaw (CX Consultant), and Mike Wehrs (COO, TieTechnology) to tackle one of the most underestimated risks in enterprise CX: infrastructure resilience.

Most organizations assume their stack is resilient. Most are wrong. From shared cloud dependencies that make redundancy an illusion, to AI agents that quietly multiply failures before anyone notices, the gap between what leaders think they've built and what they've actually built has never been more consequential – or more expensive.

77% of CX leaders faced a major outage in the last two years. For over 90% of enterprises, one hour of downtime costs $300,000 or more. Yet resilience is still treated as an IT afterthought. This roundtable changes that conversation.

🔴 The five nines myth: Rhona Bradshaw explains why traditional uptime metrics act as a “smoke screen” – and why intermittent failures, not full outages, are causing the most customer damage right now
🔴 Where stacks actually break: Mike Wehrs shares real-world examples of how unqualified hands touching IT infrastructure and ignored data quality issues bring contact centers down – often from the inside
🔴 Redundancy that isn't: Ty Givens unpacks why organizations discover their systems have no real redundancy only when everything fails simultaneously – and why ownership silos are the root cause
🔴 AI making it worse: All three guests align on a uncomfortable truth – throwing agentic AI onto sub-adequate infrastructure and dirty data doesn't accelerate your CX, it accelerates your failures

If your resilience strategy still lives in an out-of-date playbook on a shelf, this is essential viewing.

For more Customer Experience tech news visit https://www.cxtoday.com

Retail teams are moving beyond scripted chatbots and into agentic AI systems that can understand context, take action using tools, and coordinate across functions.

In this CX Today interview, Nicole Willing is joined by Gilbert Gooijers, Managing Director and Chief Operating Officer at CM.com, to explain what retail leaders often misunderstand about agentic AI, why multi-agent setups beat a single do-it-all bot, and how the right channel choice, from WhatsApp to RCS and voice, shapes customer experience across generations. Gooijers also shares real-world examples, including event-scale customer service and guided purchase journeys, before highlighting the biggest emerging risk: security.

The message to retailers is clear: treat cybersecurity as the starting point, not an afterthought, as AI agents become more capable and more connected.

For more Customer Experience tech news visit https://www.cxtoday.com

Pedro Andrade discusses why most AI deployments fail, why your KPIs are lying to you, and how the Talkdesk CXA Operations Center changes the game

Rhys Fisher, Associate Editor at CX Today, sits down with Pedro Andrade, VP of AI at Talkdesk, to dig into one of the most pressing challenges facing contact center leaders today: deploying AI at scale without flying blind.

With AI agents now handling real customer interactions, the stakes have never been higher – and as Pedro makes clear, the gap between expectation and reality is wider than most vendors want to admit.

AI is everywhere in the contact center, but visibility, governance, and accountability are lagging dangerously behind. Pedro Andrade pulls no punches in this conversation, breaking down exactly why so many AI projects underdeliver and what it takes to fix that.

🔴 The black box problem: Pedro explains why deploying AI without real-time observability is like "driving at high speed, blindfolded" – and how Talkdesk's

California's new AI executive order is forcing a conversation every enterprise needs to have – but what does it actually mean for customer experience?

In this episode of CX Today, Francesca Roche sits down with Alex Levin, CEO of Regal, to explore how organizations can build meaningful AI safety measures without waiting for regulators to mandate them. From system-level guardrails to agent-specific compliance by industry, Alex shares how Regal has been tackling this challenge for nearly six years — long before legislation caught up.

The conversation digs into the growing problem of state-by-state AI regulation and why Alex believes a fragmented patchwork approach is slowing innovation and putting unnecessary strain on businesses operating at scale. With the EU AI Act adding another layer of complexity, we examine how enterprises can design internal governance structures that hold up across jurisdictions – and why some markets, like France and Italy, are seeing companies opt out of AI altogether as a result of overly restrictive rules.

Alex also lays out three core principles he believes the industry must rally around if federal leadership doesn't emerge: always identify AI as AI, apply existing consumer protection rules like TCPA equally to automated interactions, and keep individual customer data out of LLM training pipelines. It's a candid, practical conversation about where AI governance stands today – and what it will take to build customer trust at scale.

Eight of the biggest assumptions about AI and customer experience — tested, challenged, and corrected by two of the industry's most experienced voices

Everywhere you turn, the conversation about AI and customer experience sounds the same. AI will replace the contact center. Customers don't want to talk to humans anymore. Automation will fix everything. But how much of that is actually true — and how much of it is costing brands real customers, real revenue, and real trust?

In this CX Today reality check, Nicole Willing sits down with Jeff Blair, Chief Growth Officer, and Cortney Jonas Burnos, VP of AI and Digital at Transcom, to put the industry's boldest AI and CX assumptions under the microscope.

Eight hot takes. Two experts with decades of frontline CX and AI experience between them. Zero tolerance for hype.
What emerges isn't a defence of AI or a rejection of it. It's something more useful: a clear-eyed, evidence-backed challenge to the assumptions quietly shaping — and in some cases, quietly damaging — CX strategy in 2026.

You'll find out why 78% of customers now attempt self-service first — and why self-service is simultaneously ranked the least effective channel for resolving issues. You'll hear why the brands seeing the biggest returns from AI are actually spending more on customer experience, not less. And you'll understand why the biggest barrier to AI transformation isn't technology at all.

The conversation covers the moments that matter most — when digital tools fail, when customers escalate, when a bot loop turns a manageable issue into a brand reputation problem. It challenges the idea that outsourcing means losing control. It reframes what great agents actually do in an AI-powered environment. And it draws a straight line between poor automation decisions and the customer churn that follows.

If your 2026 CX strategy is built on any of these assumptions, this is the conversation you need to have before your next budget decision.

The real question, as Jeff Blair puts it, isn't whether AI will replace the contact center. It's whether organisations are ready to rethink how customer experience actually operates in an AI-powered world.

The hot takes are provocative. The hard truths are harder to ignore.

Why connected journeys remain broken in 2026, and what it actually takes to fix them.

CX Today's Rhys Fisher is joined by Adrian Swinscoe (Punk CX), Jeannie Walters (Experience Investigators), and Robert Bradshaw (WiserOwl) to tackle one of CX's most persistent frustrations: the gap between the promise of orchestrated customer journeys and the fragmented reality most customers still live with.

The technology is often ready; the organizations aren't. This roundtable cuts through the noise on why journey orchestration keeps failing, and what leaders need to do differently.

Data misalignment is the root cause. CX metrics and actual cost structures rarely line up, making it nearly impossible to accurately value or fix broken journey stages.

AI amplifies what's already there. Layer it onto a fragmented journey and you accelerate the damage, not the fix.

Ownership is the elephant in the room. Until financial accountability is tied to journey performance, CX loses the internal prioritization battle — even when every team's KPIs are green.

Brilliant basics beat big promises. Consistency and reliability build the trust foundation that makes orchestration actually stick.

Map a real customer journey with your data team — find where friction lives.

👉 Visit cxtoday.com for more on CX strategy, AI, and journey orchestration.

From agentic AI to brand intelligence and Firefly's trust-first model, Constellation Research's Liz Miller drops unfiltered insights from the Vegas floor.

In this on-the-ground dispatch from Adobe Summit 2026, CX Today Associate Editor Rhys Fisher sits down with Liz Miller, VP and Principal Analyst at Constellation Research. Liz is one of the sharpest voices in the CX and marketing technology space – and she's not here to sugarcoat anything.

From the buzz around Shantanu Narayan's succession to Adobe's evolving agentic AI platform strategy, this conversation cuts through the noise and gets into what actually matters for enterprise marketers right now.

Adobe Summit is buzzing... and not just about leadership transitions. Liz Miller joins Rhys Fisher to break down what's actually moving the needle for CX leaders on the ground in Vegas.

🔴 Adobe CX Enterprise reframed: It's not a new product, it's a clarified story. Liz explains how Adobe Experience Platform (AEP) has always been the foundation, and why this rebranding is about helping enterprises understand how all the pieces connect in an agentic world.

🔴 Brand Intelligence is the standout: Adobe's new solution lets marketers track how their brand appears across LLMs and AI search, not just the traditional web. As agent-to-agent engagement becomes real, knowing how your agents get found is mission-critical.

🔴 Firefly's trust-first architecture: Adobe didn't bolt on safety after the fact. Liz walks through why Content Authenticity and invisible watermarking aren't lip service; they're structural, and they matter deeply for enterprise brand security.

🔴 The radiologist moment: Jensen Huang's story from the keynote – AI can now read 100% of CT scans, yet demand for radiologists is rising – perfectly captures why Adobe's decade-long AI investment is a strategy, not a slogan.

For more Customer Experience tech news visit https://www.cxtoday.com

What does it take to redesign a video platform used by teams across marketing, editorial, and media operations at scale?

In this CX Today interview, Francesca Roche sits down with Alessandro Fumi, Product Manager at Brightcove, and Matteo Paoli, Product Designer at Brightcove, to unpack the thinking behind Prism, Brightcove’s newly redesigned platform interface.

The discussion explores how feedback from more than 100 customers shaped Prism’s focus on usability, consistency, and clearer information hierarchy. Fumi and Paoli explain why interface consistency matters in large-scale video operations, how onboarding has become critical as non-technical users increasingly rely on video tools, and how accessibility and design systems influence day-to-day productivity.

The conversation also looks ahead, covering Brightcove’s post-Prism roadmap, including embedded AI features, quality-of-life improvements, and ongoing design priorities that aim to support faster workflows without disrupting existing operations.

What happens when your “great” customer experience is optimised for humans, but your next customer is an AI agent? In this CX Today interview, Carrie Brough, Director of Strategy and Ops for TTEC Digital EMEA, argues that a single CX model is fast becoming a liability.

Brough explains why AI-driven interactions need quick, decision-ready responses, while humans still need empathy, context, and brand nuance. Carrie breaks down the operational warning signs that your AI and human traffic are colliding, including repeat contacts, confused outcomes, and frontline teams being forced into a “clean-up” role.

The conversation also covers when an interaction should move from the AI lane to a human agent, and why risk, not emotion, needs to drive escalation decisions.

Single chatbots are giving way to coordinated teams of AI agents that can execute workflows across systems, policies, and teams. In this interview, Rob Wilkinson speaks with Raj Koneru, Founder and CEO at Kore.ai, about why multi-agent architecture is becoming inevitable in customer experience (CX).

Raj breaks down what has changed in the last 12 months as models have improved in generation and reasoning. He explains why “prompting alone is not an enterprise architecture” and why CX leaders need explicit orchestration, reusable execution patterns, and lifecycle governance if they want autonomy without chaos.

The discussion also explores what goes wrong with single-bot deployments, from inconsistent answers to brittle handoffs and weak traceability, and what operational controls leaders should insist on before agents execute real tasks. Raj outlines Kore.ai’s approach to combining deterministic policy enforcement with agentic reasoning, plus the metrics that matter most in production, including observability, compliance, failure recovery, and measurable business outcomes like resolution rates and customer effort reduction.

Are legacy CRM platforms ready for the agentic AI era, or are enterprises trying to force new intelligence into systems built for a different time?
In this CX Today interview, Nicole Willing speaks with Jason Eubanks, Co-Founder and CEO of Aurasell, about why traditional CRM architectures may struggle to support autonomous agents, real-time decision-making, and truly connected customer operations.
Eubanks explains why many legacy CRM systems were designed as systems of record, not systems of action. The discussion explores the risks of adding AI wrappers to older cloud architectures, the importance of unified data models, and why customer experience, sales, marketing, and customer success teams need a more connected approach.
The conversation also covers the rise of agentic go-to-market operating systems, how structured and unstructured data need to work together, and the questions enterprise leaders should ask vendors before making AI and CRM strategy decisions.

AI video adoption is accelerating, but many CX teams are struggling to see measurable results. In this CX Today interview, Francesca Roche sits down with Brendan Cournoyer, VP of Marketing at SundaySky, to unpack why enterprise AI video initiatives often fall flat when personalization is missing. They explore why speed and scale alone do not drive engagement, how relevance changes effectiveness across the customer journey, and what CX leaders should prioritize to move from experimentation to impact. From onboarding and education to renewals and retention, the discussion highlights how personalized AI video can reduce friction, improve time to value, and create experiences that feel human at scale.

Cisco's VP of Webex CX discusses orchestrating AI-native contact centers, why “deflection” is the wrong metric, and what enterprise-grade really means in the age of agentic AI

In this CX Today interview, Associate Editor Rhys Fisher sits down with Vinod Muthukrishnan, VP and GM of Webex CX at Cisco, ahead of Cisco Live.

With a wave of major product announcements on the horizon, Vinod makes a compelling case that the contact center industry has reached a genuine inflection point; not just another AI upgrade cycle, but a ground-up reimagining of how humans, AI agents, and customers interact. If you're navigating AI adoption in CX, this one is worth your full attention.

The ‘AI experiment’ phase is over. Muthukrishnan argues that organizations have had enough time to tinker – and now the real work begins: making AI agents enterprise-grade, secure, and observable at scale. Here's what he unpacks:

Why ‘deflection’ is the wrong word, and the wrong goal: Vinod challenges the industry's obsession with point-in-time metrics, making the case that CX is a journey, not a transaction. Real success means CSAT that's neutral or better, resolution in the shortest time, and a customer who doesn't immediately ask for a human.

The trust gap in agentic AI: It's never been easier to build an AI agent... and never harder to make it safe. Vinod walks through Cisco's AI Agent 360: a framework combining custom guardrailing, red-teaming, runtime monitoring, and Splunk-powered observability to close that gap.

One experience, not one agent: Cisco's new agentic context engine aims to deliver continuous, memory-rich customer conversations across every touchpoint – so it always feels like picking up where you left off.

Workforce management, rebuilt: Cisco's new WEM suite is designed from the ground up for a workforce of both human and AI agents, because the 10-year-old model simply wasn't built for this.

For more Customer Experience tech news visit https://www.cxtoday.com

Only 29 percent of consumers globally trust organizations to use AI responsibly. So, what does that mean for CX leaders trying to scale AI without damaging customer relationships?

In this CX Today interview, Nicole Willing speaks with Dr. Ben Granger, Chief Workplace Psychologist at Qualtrics, about why trust has become one of the biggest barriers to enterprise AI adoption.

Granger explains why successful AI transformation depends on more than deploying new tools. It requires leaders to build trust inside the organization first, listen to customers across every channel and make AI systems transparent, explainable, and useful for employees and customers alike.

The discussion explores why consumer sentiment around AI is slipping, how businesses can balance active and passive feedback and why the companies that succeed with AI will be those that treat it as a strategic transformation rather than another technology rollout.

For more Customer Experience tech news visit https://www.cxtoday.com

The Principal Analyst at ZK Research breaks down whether Zoom's 'system of action' pivot is the real deal or just clever repositioning

In this CX Today discussion, Associate Editor Rhys Fisher sits down with Zeus Kerravala, Principal Analyst at ZK Research.

Zeus recently published a deep-dive on Zoom's strategic transformation, and the findings are more surprising than most in the industry expect. If you work in CX, contact center, or IT, and you still think of Zoom as a meetings tool, this conversation will change that.

Zoom has quietly built something most of the industry hasn't clocked yet. Zeus Kerravala joins CX Today to unpack what he calls the shift from “collaboration to completion” – and why it could fundamentally change how CX leaders think about their tech stack.

Further along than you think: Zeus argues Zoom is closer to its system-of-action vision than most realize, with Zoomtopia later this year likely to be a major milestone – though true end-to-end completion is still a couple of years out.

🔴 CX is where it gets real: From Chelsea FC to Caliber Collision, real customers are already using Zoom to eliminate cold calls, automate case logging, and unify the full customer journey – contact center included.

🔴 Conversation over CRM: Zoom is betting that conversational data is more valuable than what lives in a CRM, and Zeus thinks they might even build their own CRM within the next two to three years.

🔴 The biggest challenge isn't product: Zeus is clear, Zoom's hardest problem right now is getting people to understand what they've actually built. Proof points and customer outcomes will be the unlock.

Visit cxtoday.com for more coverage on Zoom and the contact center market

Read Zeus Kerravala's full blog at SiliconAngle.com

Follow ZK Research for ongoing analysis as Zoomtopia approaches

For more Customer Experience tech news visit https://www.cxtoday.com

Salesforce’s launch of the Agentforce Contact Center has reignited a familiar debate in customer experience: should enterprises consolidate around one major platform, or keep the flexibility to pick best fit tools.

In this CX Today interview, Rob Wilkinson sits down with Baker Johnson, Chief Business Officer at UJET, to unpack what he calls the integration trap. They explore why many organizations feel “stuck” in CRM ecosystems, how switching costs and interdependent integrations slow down change, and why agents often become the human integration layer across four to 10 disconnected systems.

Baker also challenges common assumptions about “context” in AI driven customer service, arguing that real value comes from real time journey context, not just historical CRM records. The conversation closes with practical advice for CX leaders building AI strategies: focus on the customer experience first, and treat AI as a forcing function to simplify operational complexity, not a cure all.

AI is everywhere in customer experience, but CX leaders are under pressure to prove it is moving the needle. In this CX Today interview, Rob Wilkinson speaks with Brad Birnbaum, CEO and Co-Founder of Kustomer, about the shift from measuring AI by deflection rates and activity to measuring it by outcomes that matter to the business.

Birnbaum explains why the right metrics depend on the company, from revenue uplift in retail to upsell and expansion in B2B SaaS, and why traditional CX measures like CSAT and handle time still matter but cannot be the full story. The conversation also digs into AI governance, observability, and trust, including how teams can evaluate non-deterministic models and reduce risk as automation expands.

Finally, Birnbaum shares practical guidance for rolling out CX AI without chaos, including why consolidating fragmented tools and starting small beats trying to boil the ocean. He also outlines where human-in-the-loop remains essential and why the goal should be turning humans from creators into reviewers.

Should AI own the customer relationship, or should it make human sellers better prepared?

In this CX Today interview, Francesca Roche speaks with John Golden, Chief Strategy and Marketing Officer at Coevera, about why artificial intelligence should support B2B sales teams without replacing the trust, judgment, and nuance that complex relationships require.

Golden argues that traditional customer relationship management (CRM) systems were often built as systems of record for management visibility, rather than practical tools that help salespeople understand and develop relationships. As buying committees grow and enterprise deals become more complex, sales teams need more than static records. They need context, relationship intelligence, and clear guidance on where to focus next.

The discussion explores how AI can help by removing routine administrative work, improving account visibility, surfacing useful insights, and helping sellers prepare for important conversations. But Golden is clear that AI should not be treated as the owner of the relationship. Instead, it should make sure the human seller is the most informed and capable person in the room.

He also warns that AI will only be as useful as the data behind it. Poor CRM data can lead to faster, but still flawed, recommendations. For sales and CX leaders, that makes data quality, CRM architecture, and human oversight essential parts of any AI strategy.

Watch the full interview to learn how Coevera views the future of CRM, why relationships remain central to revenue, and how AI can help sales teams work smarter without losing the human connection.

How do CX leaders move beyond AI hype without creating new risk for customers, agents, and the business?

In this CX Today interview, Rob Wilkinson speaks with Rebecca Wettemann, Principal at Valoir, about why the conversation around AI in customer experience is becoming more practical and more urgent. They explore the shift from fear of missing out to fear of messing up, why so many teams still struggle to move beyond pilots, and what separates low-risk experimentation from costly missteps.

Rebecca explains why trusted data, clear workflows, and strong business cases matter more than ever. She also shares how leading organizations are rethinking workforce roles, agent support, and governance as AI takes on more customer-facing tasks.

If you are trying to turn AI ambition into measurable outcomes this quarter, this discussion offers grounded advice on where to start and what to avoid.

Are enterprise CX teams ready for the next phase of AI in customer service?

In this CX Today interview, Nicole Willing speaks with John Kim, Co-Founder and CEO of delight.ai, about Salesforce’s acquisition of Fin (formerly Intercom) and what it signals for the future of customer experience.

Kim explains why the deal reflects a wider shift in the market, as established customer service platforms look to acquire AI-native capabilities rather than build everything internally. Kim also explores the difference between legacy helpdesk platforms, AI-native providers, and older chatbot vendors trying to adapt to the large language model era.
Kim outlines the questions buyers should ask vendors around AI readiness, data use, production rollout, privacy, compliance, and trust.

For enterprises weighing their next move in AI-powered customer service, the discussion offers a timely look at where the market is heading and what leaders need to prepare for.

For more Customer Experience tech news visit https://www.cxtoday.com

Are CX leaders assuming their AI agents are compliant simply because they use a major model?

In this CX Today interview, Nicole Willing speaks with Nadia Kadhim, Executive Director at Aithos, about new research into how leading AI models perform against European legal standards, including GDPR and the EU AI Act.

Aithos, the European non-profit AI research foundation behind the legal compliance testing tool LARA, found that every major model tested failed compliance checks across realistic workplace scenarios. Kadhim explains why the biggest risk for customer experience teams often sits at the application layer, where businesses deploy AI across support, sales, onboarding and customer engagement.

The conversation explores how AI agents can move from helpful to harmful, particularly when they use personal data, emotional cues or vulnerable customer information to complete a task. Kadhim also explains why enterprises cannot outsource responsibility to model providers, and why customer trust may soon depend on proving that AI systems behave legally and ethically.

Watch the full interview to learn what CX leaders should ask before deploying AI agents at scale.

Customers expect refunds to be fast, frictionless, and fair. For UK retailers, that expectation is now colliding with a sharp rise in returns fraud, from wardrobing to counterfeit returns.

In this CX Today interview, Francesca Roche speaks with Paul Gardner, VP of Product at Appriss Retail, about how retailers can accelerate time to refund without opening the door to preventable losses. Gardner explains why fixed return policies are increasingly vulnerable, how behaviour-based decisioning outperforms one-size-fits-all rules, and why identity and cross-channel visibility are critical to stopping abuse before it escalates.

The discussion explores how machine learning and decision intelligence help retailers distinguish low-risk customers from repeat abusers in real time, protecting both customer experience and profitability. Gardner also outlines why returns should be treated as a strategic signal, not a back-office clean-up task, and what changes are needed to make returns management more proactive across retail organizations.

How can CX leaders buy AI responsibly without exposing their business, customers, or data to unnecessary risk?

In this CX Today roundtable, Nicole Willing speaks with Kristina Holt, Managing Associate at Foot Anstey, Mary Ann Miller, Fraud & Cybercrime Executive Advisor and VP of Client Experience at Prove, and Michael Machado, CISO at RingCentral, about what responsible AI vendor due diligence should look like in customer experience.

The discussion explores why AI procurement can no longer rely on standard vendor checklists, how businesses should assess data sensitivity, where liability sits under complex processing chains, and why security, legal, privacy, and operational teams need to work together before AI tools go live.
The panel also discusses shadow AI, autonomous agents, data leakage, GDPR exposure, sub-processor transparency, and the shared responsibility model between vendors and customers.

The message for CX and contact center leaders is clear: AI due diligence is about buying responsibility as much as it is about buying functionality.

For more Customer Experience tech news visit https://www.cxtoday.com

Customer expectations are rising, but many service teams still rely on voice as an isolated channel and manual processes to move work forward. In this interview, Rob Wilkinson speaks with Jonathan Kershaw, Director of Product Management at Vonage, about how live voice can bring real-time voice transcription and context directly into ServiceNow to trigger workflows during the call, not after it.

Kershaw explains where the pain shows up most clearly: agents toggling between up to nine systems, inconsistent case notes, delayed case creation, and AI outcomes that fall short because they are missing the most important customer context. He shares practical scenarios, from IT outages to payment and fraud-related calls, showing how native voice in ServiceNow can support intent-based routing, mid-call escalations, warm handoffs powered by AI summaries, and faster wrap-up with automated dispositions.

The conversation also covers what to automate first, how to prove ROI using credible baselines, and which KPIs tend to move earliest, including average handle time, after-call work, data quality, and reductions in follow-up contacts. The core message is straightforward: treat AI like any other business tool. Start with measurable operational gains, then scale.

How customer feedback has quietly become the most powerful trust signal in the age of AI search

CX Today's Associate Editor Rhys Fisher sits down with Alicia Skubick, Chief Customer Officer at Trustpilot, to unpack the platform's latest research.

With AI now shaping how consumers discover and evaluate brands before they ever land on a website, the rules of visibility have changed. This is the conversation that makes the business case for trust in real, measurable terms.

Trustpilot's latest 'What AI Says About You' report analyzed over 800,000 AI responses, and the findings are hard to ignore. Brands without a Trustpilot profile appear in just 1% of AI-generated answers. Those that actively collect and respond to reviews? 75.3%. Alicia breaks down what that means for CX teams on the ground.

AI behaves like a cautious consumer – it checks ratings, reads review distributions, and flags missing profiles as red flags, just like your most sceptical customer would

Responding beats collecting – brands that respond to reviews (not just gather them) see citation rates jump from 53% to 75%. Generic replies don't cut it; specificity is what AI crawlers reward

The NPS question – Alicia makes the case that open-platform review systems are replacing NPS for many businesses, delivering the same real-time insight with the added bonus of AI visibility

Speed to value is real – setting up a profile and inviting customers can shift visibility from near-zero to 53% in weeks, not months, with AI-driven customers worth 4.4x more on average

Whether you're a CX leader mapping new customer journeys or an ops manager stretched thin, this one's worth your 15 minutes.

Forethought’s Antoine Nasr discusses how outcome-based AI is reshaping the way enterprises measure the true value of customer service automation

In this CX Today discussion, Associate Editor Rhys Fisher sits down with Antoine Nasr, Head of AI at Forethought, recently acquired by Zendesk. The pair discuss Forethought’s agentic AI push to tackle one of the most uncomfortable conversations in the CX space right now: is the ROI you're reporting on your AI investment actually telling you anything useful?

Twelve months of AI euphoria in the enterprise is giving way to a harder question: was it worth it? Antoine Nasr makes the case that most organizations are measuring the wrong things, and explains what Forethought is doing differently:

Deflection is a broken metric: A deflected ticket tells you nothing about whether the customer's issue was actually resolved. Forethought's outcome-based pricing model only charges when the AI agent genuinely resolves a conversation, and shows admins exactly why each one was classified the way it was.

The $1B ROI figure? Already outdated: Antoine is candid that Forethought's headline customer ROI number has already been surpassed, and walks through the framework for calculating both the hard dollar savings and the softer but real gains in CSAT, brand value, and churn reduction.

AI as a single entry point: User expectations have shifted. Customers no longer want to navigate your org structure, they want one interface that routes intelligently across support, commerce, sales, and beyond. Forethought's RevTech integrations are built around that reality.

Self-improving agents are here: Forethought's Discover product automatically identifies support topic gaps, builds agents to handle them, and improves after every interaction, closing the loop between performance data and agent behavior.

What happens when your customer journey map looks great on a slide, but falls apart the moment a customer repeats themselves, switches channels, or escalates?

In this CX Today interview, Rob Wilkinson sits down with Ali Karim, VP of Solutions at Datamark, to unpack how CX leaders can move from static journey mapping to dynamic customer journeys built around real-world behavior. Ali frames dynamic journeys as real-time correction loops that react to what customers do, not what you wish they would do.

The conversation also gets practical about contact center AI. Ali shares a crawl-walk-run approach to adoption, where AI earns trust in Tier 1 self-service first, while agents stay focused on higher-complexity Tier 2 and Tier 3 interactions. He explains why tech stack consolidation is often driven by tech debt and usability, not just cost, and why the sweet spot for most teams is three to five tools before adoption drops and workarounds take over.

Ali also warns that AI will amplify weak documentation, making knowledge management, SOPs, and FAQs foundational work, not a cleanup step. Finally, he outlines the metrics that matter when you are measuring impact, including repeat contacts, customer effort, transfer rates, and escalation reduction.

Is your restaurant's POS holding back your team — and your guests? Francesca Roche speaks with Andy Grindstaff, Director of Enterprise Restaurant Product at Global Payments, about the company's AI-first Genius Handheld POS and the expanding Genius Commerce platform. Andy explains how AI-powered voice ordering is designed to quietly capture orders in the background while freeing servers to focus on hospitality, why self-service kiosks are growing as an order pathway, and how research revealing widespread ordering anxiety is shaping Global Payments' product strategy. He also makes the case for why a modern, flexible restaurant tech stack is no longer optional — it's the difference between a business that can adapt and one that can't.

Simon Leyland and Zeus Kerravala unpack what Salesforce's acquisition of Fin really means for AI customer service, CCaaS, and the vendors now in the crosshairs.

Host Rhys Fisher, Associate Editor at CX Today, sits down with Simon Leyland, CEO and Co-Founder of CloudInteract, and Zeus Kerravala, Founder and Principal Analyst at ZK Research, just days after Salesforce announced its $3.6 billion agreement to acquire Fin, formerly known as Intercom.

With AI reshaping customer service at speed, and Salesforce's valuation under pressure, the stakes around this deal go well beyond the price tag. If you want to cut through the press release noise and get a real read on what this means - this is the conversation to watch.

Salesforce has made yet another substantial acquisition, but does Fin actually fill the gaps in Agentforce, or does it add new complexity? Kerravala and Leyland pull the deal apart from two very different vantage points.

The resolution rate reality check - Salesforce is leading with Fin's 76% end-to-end resolution rate versus Agentforce's 60%. But Leyland draws a sharp distinction between general knowledge queries and action-orientated ones - and argues the headline number likely flatters the more complex use cases businesses actually care about

The Apex model - the underreported story - Kerravala flags Fin's proprietary small language model as one of the most underappreciated parts of the deal, arguing it could help Salesforce cut delivery costs and push resolution rates north of 90% over time - with both guests agreeing vertical SLMs are the industry's direction of travel

CCaaS on collision course - with Salesforce now owning both the CRM data layer and a packaged AI agent, Genesys, NICE, Five9 and Amazon Connect are all in the frame. The consensus: whoever owns the data wins - and the hyperscalers aren't standing still

When Anthropic restricted access to its Claude AI models in response to US export control requirements, it wasn't just a policy story. It was a wake-up call for every enterprise that has built its security posture around a single AI provider.

In this interview, Fran Roche sits down with Shimon Tolts, co-founder and CEO of Copperhelm, to unpack what the restrictions really mean for enterprise AI resilience. They discuss how attack timelines have collapsed to under 24 hours, why 70 to 90 percent of security alerts turn out to be noise, and how the role of the CISO is being fundamentally redefined.

Shimon also explains how Copperhelm built its agentic cloud security platform from the ground up, including its context lake architecture, and why bolting AI onto legacy tools will never be enough.

For more Customer Experience tech news visit https://www.cxtoday.com

Hakob Astabatsyan, CEO of Synthflow, unpacks the 8x8 partnership, the re-emergence of voice, and why agentic AI has quietly shifted from cost-cutter to revenue driver.

In this discussion, Rhys Fisher, Associate Editor at CX Today, sits down with Hakob Astabatsyan, CEO of Synthflow AI, to discuss the company's newly announced strategic partnership with 8x8.

With the global voice AI market on a trajectory to hit $54 billion by 2033 – and enterprise adoption accelerating faster than even industry insiders predicted – this is a conversation every contact centre and CX leader should be paying attention to.

Hakob goes well beyond the partnership announcement, offering a frank take on where agentic AI really stands today and what's coming next.

Fresh off the 8x8 partnership announcement, he digs into the bigger picture – what's actually driving the resurgence of voice AI, and why most of the industry is still thinking about it the wrong way.

Voice AI's comeback is a technology inflection point, not a trend. Hakob explains why voice was always the hardest channel to crack, and why solving it has unlocked a genuinely omnichannel agentic AI paradigm – with adoption moving faster than anyone expected.

Most vendors are selling containment and calling it resolution. Synthflow's agents are already running 30-minute complex conversations and executing multi-step workflows across systems of record – a significant leap beyond the deflect-and-transfer model most solutions still operate on.

The ROI story has shifted from single-digit to double-digit territory. As AI moves from cost-saving toward revenue generation – boosting conversion rates, reducing churn, driving measurable outcomes – the business case for enterprise AI has fundamentally changed.

Outcome-based pricing is the new bar. Hakob makes the case for why vendor alignment around shared outcomes, not just tech deployment, is what separates a successful AI rollout from a stalled one.

For more Customer Experience tech news visit https://www.cxtoday.com

At CCW Vegas 2026, Rob Scott sits down with Jonathan 'JR' Ranger, Chief Customer Officer at CallMiner, to explore the company's latest AI innovation, 'Real-Time AI Guidance,' and what it actually means for agents, customers, and contact center leaders navigating an increasingly AI-driven world.

JR breaks down how the technology works in practice, why hold times and transfers are no longer an acceptable fallback, and why he believes agents who embrace AI will thrive rather than disappear. He also gets candid about why so many AI deployments fall short, and what organizations need to do differently to see real results.

If you're leading CX strategy, running a contact center, or just trying to separate the AI hype from the reality, this one's worth your time.

Voice AI demos can look impressive, but what happens when the technology is live in a busy contact center six months later?

In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of Product Management at AudioCodes, about the practical reality of moving Voice AI from proof of concept into production.

The conversation explores why so many Voice AI projects stall after promising pilots, what enterprises often underestimate about voice infrastructure, and why connectivity, latency, noise handling, scalability, redundancy, and human-agent handoff matter just as much as the AI model itself.

Avner also discusses how platforms such as AudioCodes Live Hub and AI Agents can help enterprises build a more resilient production environment for Voice AI use cases, including voice bots, agent assistance, and real-time translation.

Watch the full interview to learn what CX and contact center leaders should ask before putting Voice AI into production.

For more Customer Experience tech news visit https://www.cxtoday.com

SuccessKPI CEO Dave Rennyson on data governance, ground truth, and why excitement about AI is outrunning the ability to manage it

In this CX Today discussion, host Rhys Fisher, Associate Editor at CX Today, sits down with Dave Rennyson, CEO of SuccessKPI, to tackle one of the most pressing yet underexplored challenges in modern contact center operations: what it actually takes to build an AI-ready data foundation.

As AI agents become a fixture of the contact center, Dave makes a compelling case that the real risk isn't the technology, it's the lack of governance, measurement, and rigor underneath it.

If your organization is deploying AI without asking how you'll manage it, this is essential viewing.

As contact centers race to deploy AI, most are skipping the hard work that makes it sustainable. Dave Rennyson, CEO of SuccessKPI, pulls no punches on what's going wrong and what leaders need to do differently.

AI agents actually produce more data than human agents, including failure signals and turn-taking data that human conversations never generate. The opportunity is significant, but only if you have the architecture to capture and act on it.

"Ground truth" is the step almost everyone skips. Dave breaks down what it means to establish a reliable baseline for AI performance, why it demands real scientific rigor, and what model drift looks like when you ignore it.

Agentic AI is genuinely different from legacy IVR. The removal of linear flow constraints opens up a new design space, but only if organizations build the right orchestration and monitoring layers on top.

Rather than declaring surveys dead, Dave argues that generative AI can now appraise every single conversation at scale, turning a historically biased metric into something far more powerful.

For more Customer Experience tech news visit https://www.cxtoday.com

Rob Scott, Publisher at CX Today, sits down with Jeremie Abou, Sales Lead at Diabolocom, on the floor of CCW Las Vegas to ask the question the industry keeps dodging: is AI actually improving customer experience, or just cutting costs?

Jeremie doesn't pull punches. From automation hype to the uncomfortable gap between slick demos and live contact centre reality, this conversation gets into what vendors won't tell you — and what CX leaders need to hear.

They cover the 89% of CX leaders who expect humans to stay central to support, the 17% who think their agents are actually ready for it, and why Diabolocom believes the future of CX might be more human, not less.

If you're navigating AI investment decisions, workforce readiness, or just tired of the buzzwords — this one's for you.

Topics covered:

The AI hype problem and what it's costing CX
Why "presence" beats pure automation as a CX strategy
AI theatre vs. operationally useful technology
Agent enablement and the workforce readiness gap
The "super operator" — Diabolocom's vision for the future contact centre

CX Today is the leading news and analysis platform for the customer experience industry.

For more Customer Experience tech news visit https://www.cxtoday.com

Rob Scott sits down with Pasquale DeMaio (VP, Amazon Connect), Deepak Nair (SVP, AI Transformation, Citizens Bank), and Justin Robbins (Founder and Principal Analyst, Metric Sherpa) fresh off the main stage at CCW 2026 in Las Vegas.

Pasquale made a deliberate statement on stage: deflection is dead. In this debrief, the three unpack what killed it, what replaces it, and why half of all agentic AI pilots never reach production.

They cover the governance conversations that have to happen before AI touches a customer, where agentic AI works in financial services and where it doesn't, and whether CX leaders are even asking the right questions when evaluating this technology.

Plus: Justin delivers his verdict on three days at CCW — genuinely different, or the same story told better?

The full CCW 2026 coverage is at cxtoday.com.

For more Customer Experience tech news visit https://www.cxtoday.com

If you want to know what is actually happening in customer contact — not the keynote version, not the vendor pitch version, but the version grounded in independent research across hundreds of organizations - you talk to Nicole Kyle.

Nicole is Chief Product Officer at CMP Research, the Customer Contact Research Company, and the firm whose data quietly shapes much of what gets discussed, debated, and decided at CCW Vegas every year. I interviewed her on the floor of Caesars Forum this week, and the conversation did not disappoint.

She gave me the three things keeping CX leaders and customer contact leaders up at night right now. Not three things from a slide deck. Three things she is hearing consistently, across CMP's entire client and community base. And each one of them cuts through the noise in a way that most of the sessions this week did not.

This is one of my favourite interviews from the week. Nicole does not speculate. She does not perform optimism. She tells you what the data says — including the parts that are uncomfortable — and she does it with the kind of clarity that makes you want to act on it before you leave the building.

For more Customer Experience tech news visit https://www.cxtoday.com

What happens when your contact centre moves beyond scripted bots and into AI agents that can reason, understand context, and complete multi-step tasks end to end?

In this CX Today interview, Rob Wilkinson speaks with Jonathan Barouch, GM of Contact Center at Zendesk, about what “AI-native” and “agentic” actually mean in practice, where enterprise teams get stuck (data silos, authentication, brittle infrastructure), and how to roll out automation without betting the whole operation on day one.

The conversation also challenges a common CX metric: containment. Barouch argues leaders should measure resolution, not deflection, and shares how teams can pilot agentic workflows, run A-B tests, and build a learning loop that turns real interactions into better knowledge, self-service, and agent support.

At CCW 2026, CX Today's Rob Scott sat down with Chris Morrissey, General Manager of Zoom Customer Experience, to explore what separates genuine AI-native contact center platforms from legacy CCaaS vendors with AI bolted on — and why that distinction is now showing up directly in resolution rates and agent productivity.

"AI-native" and "AI-first" are buzz phrases — the real question is whether you're building better customer experiences or just creating a new generation of AI silos. Chris shares how Zoom CX customers are seeing virtual agent no-match rates drop to zero, CSAT scores rise by 25 points, and agents working from a truly unified omnichannel desktop — voice, video, chat and messaging in one place — rather than tabbing between five different windows.

In this interview, you'll hear:

What "AI-native" contact center architecture actually means — and why vendors claiming it may be building AI silos instead of integrated platforms
How Zoom CX customers are measuring success beyond handle time and deflection: the shift from deflecting calls to actually resolving them
What a true omnichannel contact center agent desktop looks like day-to-day — and how Zoom eliminates the "toggle tax" of switching between CRM, ticketing, and billing systems mid-call
How Zoom's virtual agent and IVR capabilities handle automated customer interactions — and why passing full context to human agents is the difference between AI that helps and AI that creates friction
How Zoom keeps agents in control while contact center AI handles the heavy lifting — and why the goal is making both customer and agent lives better, not replacing human judgment

See what Zoom CX can do for your contact center: zoom.com/zcx

Filmed on-site at CCW Las Vegas 2026 in partnership with Zoom.

For more Customer Experience tech news visit https://www.cxtoday.com

What happens when powerful AI models become easier to access, harder to control, and more deeply embedded in customer experience workflows?

In this CX Today interview, Nicole Willing speaks with Geoffrey Mattson, CEO of SecureAuth, about the identity and security gaps exposed by Anthropic’s reported model shutdown and the wider rise of agentic AI.

Geoffrey explains why today’s AI systems often lack a reliable identity layer at the point of model access, how Know Your Customer (KYC) principles could apply to high-risk AI use cases, and why enterprises need stronger ways to trace delegated authority across autonomous agents and subagents.

The conversation also explores what this means for customer experience teams as AI agents begin taking action on behalf of businesses and consumers. Geoffrey outlines why guardrails alone are not enough, why real-time monitoring matters, and how organizations can start building safer AI agent infrastructure without slowing innovation.

In this interview from CCW Vegas 2026, Mike Begala, General Manager for the Americas at Casio, shares how the company is transforming its customer service operation from a traditional, transactional support model into a relationship-driven customer experience strategy.

Mike discusses the challenges of modernising long-standing systems, why empowering frontline agents is the foundation of great customer service, and how Casio is using RingCentral's cloud communications and AI capabilities to improve quality, efficiency, and customer satisfaction. Rather than rushing into AI, he advocates a measured approach—"crawl, walk, then run"—focusing on clear objectives, strong partnerships, and bringing employees along on the journey.

The conversation explores the realities of digital transformation, the importance of integrating AI with existing knowledge and business systems, and why the biggest competitive advantage still comes from engaged people delivering exceptional customer experiences.

Whether you're planning your own AI roadmap or looking to modernise your contact centre, Mike offers practical insights on balancing technology, process, and people to create lasting value for both customers and organisations.

What happens when a critical AI model suddenly becomes unavailable, and your customer-facing workflows depend on it?
In this CX Today interview, Nicole Willing speaks with Ashish Nagar, Founder and CEO of Level AI, about the enterprise risks behind AI vendor dependency, model availability, and data control. Following reports of Anthropic withdrawing frontier models after U.S. export control requirements, Nagar explains why CX leaders need to look beyond surface-level AI performance and ask harder questions about resilience.
The discussion explores why public large language model (LLM) dependency can create operational, financial, and customer experience risks, especially when AI is embedded into high-volume workflows such as voice agents, customer service automation and contact center analytics.
For customer experience leaders evaluating AI vendors, the interview highlights the procurement questions that matter most: who controls the model, how data is used, whether performance is reliable at scale and what happens if an underlying AI provider changes access, pricing, or availability.

For more Customer Experience tech news visit https://www.cxtoday.com

TikTok Go is collapsing the travel booking journey into a single app, and it's raising urgent questions for travel brands about customer ownership, loyalty, and digital experience. In this episode, Francesca Roche sits down with Danielle Harvey, VP of Industries for Partnerships and Emerging Products at Quantum Metric, to unpack what TikTok Go really means for travel CX. Drawing on her background at Wyndham Hotels and Avis Budget Group, Danielle shares why fragmentation in the booking journey still exists, why removing friction isn't the same as removing research, and how travel brands can use social platforms for acquisition without handing over their most valuable customer relationships. Plus, Quantum Metric data reveals that customers are two times more likely to abandon when they arrive from AI search, and 81% say they would not return after a poor digital experience.

Three months ago at Enterprise Connect, Salesforce launched Agentforce Contact Center and made a bold claim: native voice, digital channels, AI agents, and CRM data in a single platform. Analysts were impressed. They were also watching for one thing.

The WEM piece was missing.

Last week at CCW Las Vegas, Salesforce answered that. The company has launched Agentforce Contact Center Workforce Engagement Management — a native, AI-powered WEM solution built directly into the Agentforce platform. Workforce management, quality management, and operational insights, all in the same system that already holds your customer data, your AI agents, and your service workflows.

It is, by any measure, the announcement that completes the suite argument.

I sat down with Annie Weinberger, CMO of Agentforce Service at Salesforce, on the CCW show floor to get into what this actually means — not the press release version, but the honest operational version that contact center leaders evaluating their stack right now need to hear.

The conversation covers ground that goes well beyond the product announcement. We get into why Salesforce made the supervisor — not the customer, not the agent — the focal point of this launch. The answer is more strategic than it first appears. Supervisors in most contact centers today are reviewing around 5% of calls and managing their teams across disconnected systems with no unified view of what their AI agents and human agents are doing at the same time. That is not a workflow problem. It is a visibility problem at the heart of how modern contact centers are run.

We also get into the competitive question that every CX leader in the room at CCW is quietly asking: NICE, Verint, and Calabrio have spent fifteen-plus years building WEM depth. Where does a platform-native solution sit on that maturity curve at launch — and what is the honest answer for an enterprise with complex forecasting requirements or regulated quality workflows?

Annie doesn't dodge it. And the answer matters for anyone currently mid-evaluation.

Perhaps the most forward-looking part of the conversation is around something the industry has simply never had to think about before. When you can manage AI agents and human agents in the same workforce planning console, the rules of capacity planning change fundamentally. A human agent's availability is fixed, predictable, and subject to fatigue. An AI agent's capacity scales dynamically and doesn't degrade under volume. Forecasting, scheduling, and performance measurement look different when part of your workforce behaves in a structurally different way to the other part. We ask Annie what that new operating model actually looks like — and what contact center leaders need to start thinking about now before the hybrid workforce becomes the norm.

The broader narrative running through all of it is the integration tax. Most contact centers today are running separate platforms for CCaaS, WEM, CRM, and AI — and paying a cost in complexity, context loss, and operational friction on every single one of them. With WEM now native inside Agentforce, the question for buyers is no longer whether Salesforce has a WEM answer. It does. The question is whether bringing all of that into one platform changes the architecture decision they have been putting off.

For contact center leaders who have been watching the Agentforce story develop since March, this is the conversation you have been waiting for.

eannie Walters and Dr. Alyona Medelyan reveal what nearly 2,000 unfiltered airline reviews say about the chasm between brand promise and operational reality, and what CX leaders must do about it.

In this CX Today discussion, host Rhys Fisher, Associate Editor, sits down with two leading voices in customer experience: Jeannie Walters, CX expert and author, and Dr. Alyona Medelyan, CEO of Thematic. Together, they've co-authored Experience Is The Promise, a data-driven report analyzing nearly 2,000 App Store reviews across six US airlines using Thematic's AI scoring agent.

If you lead a CX, contact center, or service team, this one is unmissable. The findings cut through the brand-speak and get to what customers are actually experiencing at the moments that matter most.

When things go wrong, a cancelled flight, an app that won't load, a support line nobody answers, that's the moment a brand either earns loyalty or loses it for good. This conversation, backed by real customer data, explores exactly why so many airlines are falling short at those critical touchpoints.

Key discussion points:
🔴 Recovery beats reliability – Delta's Empathy score outpaced the group average not because it never fails, but because its people, processes, and tools are designed for disruption moments. Jeannie unpacks what that strategic commitment actually looks like on the ground.
🔴 The compounding failure problem – Alyona's data shows 60% of negative reviews cited inability to reach support during disruptions. When the flight fails and the service fails, the brand takes a double hit, and customers don't forget it.
🔴 Your app is your frontline – App crashes drove 9.5% of Breeze's negative Ease score. Alyona draws a direct parallel to banking data from Asia, where app instability alone triggered switching intent in 5% of users.

For more Customer Experience tech news visit https://www.cxtoday.com

AI-powered discovery is changing how consumers find businesses, and 37% are already starting their searches with AI tools rather than traditional search engines. But as ChatGPT ads emerge as a new marketing channel, most businesses still can't measure whether they're working.

CallRail's Chief Product Officer Ryan Johnson joins CX Today to discuss the company's new attribution solution for ChatGPT ads, what early lead quality data is revealing, and why SMBs and agencies can't afford to treat AI advertising as just another channel.

Ryan draws on lessons from the early days of social media advertising to explain what's coming, and what smart marketers should be doing right now to build the attribution foundation they'll need.

Why static survey forms are failing CX leaders—and how context-aware listening is replacing them.

Are traditional survey links dead? With response rates at historic lows, the answer might be yes.

In this episode, Rob Scott sits down with Sprinklr’s Sonal Singhal and Valarie Grant to explore why relying on static, post-interaction forms leaves CX leaders with delayed insights, blind spots, and a fractured view of the customer experience.

When you force a customer out of their natural channel just to leave feedback, you disrupt the journey and lose the context. The solution? Conversational listening. Sonal and Valarie break down how context-aware tools allow brands to capture sentiment natively within the channel the customer is already using—reducing friction and dramatically improving the richness of the data.

If you are struggling with survey fatigue or looking for a practical way to innovate your feedback strategy this quarter, this conversation is for you. Learn how to stop asking generic questions and start listening in the moment.

🔥 What to expect from this exclusive interview

Diabolocom’s AI Product Manager Tom Azernour on why orchestration, not automation, is the real future of contact center AI

Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom, to unpack why the virtual agent category is long overdue for a rethink.

As contact centers move beyond legacy voice bots into the agentic era, Tom explains what "orchestration-first" AI actually means in practice and why the architecture decisions made today will define CX performance for years to come.

If your virtual agent is still just deflecting calls, this is the conversation you need to watch.

Most virtual agents deflect calls. Diabolocom's orchestrates them. Tom Azernour breaks down what separates the new generation of AI-powered virtual agents from legacy bots, and why the difference matters more than most leaders realize.

From deflection to orchestration: Why the decision tree model is dead, and how Diabolocom's agentic approach gives virtual agents a goal and the autonomy to achieve it, connecting to CRMs, ERPs, and ticketing tools without overhauling your existing stack.

The structured handoff: Why passing a raw transcript isn't enough, and how Diabolocom extracts intent, summaries, flags, and custom data fields to give the next agent, human or virtual, everything they need from the first second.

Built for operators, not engineers: How Diabolocom designed a platform that non-technical teams can configure in minutes, without sacrificing the depth that technical users need.

The CCaaS + telco advantage: 20+ years of end-to-end infrastructure ownership means Diabolocom optimizes its AI models and telephony stack in harmony, delivering latency that competitors wrapping third-party solutions simply can't match.

Why do so many AI projects look promising in a pilot, then become harder to trust in production?

In this CX Today interview, Francesca Roche speaks with John Anderson, AI Architect at Quiq, and Priscilla Lee, Senior Director of Product Marketing at Quiq, about the gap between AI capability and AI confidence in customer experience.

The discussion explores why AI projects often stall after an encouraging pilot. According to the speakers, the problem is rarely that AI cannot complete the task. The bigger issue is that leaders, compliance teams, and quality assurance teams need to understand how AI behaves before they put it in front of customers at scale.

Anderson and Lee explain why production AI needs more than good answers. It needs clear guardrails, repeatable testing, visibility into decision-making, and the ability to carry customer context across channels. Without that structure, organizations can end up with fragmented tools, technical debt, and customer journeys that feel less connected as AI expands.

The conversation also covers Quiq’s “verified intelligence” approach, including how simulations, observability, and escalation controls can help enterprises move faster without losing trust.

For CX leaders, contact center leaders, and enterprise buyers, this interview offers a practical look at what changes when AI moves from a controlled pilot into the complexity of real customer interactions.

For more Customer Experience tech news visit https://www.cxtoday.com

From hidden fan bases to agentic AI campaigns, Amperity’s Derek Slager reveals how Amperity is rewiring how sports teams, and every bran, act on customer data in real time.

Introduction: In this discussion, host and Associate Editor Rhys Fisher sits down with Derek Slager, Co-Founder and CTO of Amperity, to unpack the uncomfortable truth about fan engagement in professional sports: most teams are sitting on fragmented, incomplete data — and it's costing them.

With the NFL draft on the horizon and agentic AI reshaping what's possible in marketing, this conversation is essential viewing for anyone serious about closing the gap between data collection and real-time customer action.

Main Description: The Seattle Seahawks discovered 5,000 fans they didn't know existed. Sound far-fetched? Derek Slager says it's more common than you'd think, and the reason is simpler than you'd expect.

The fragmented data problem: NFL teams often have single-digit data teams juggling 20+ disconnected systems — ticketing, POS, merchandise, social — with no unified fan view.

What "holistic" actually means: Amperity defines it as stitching together every touchpoint across the full fan lifecycle, from pre-game engagement to post-event merchandise follow-ups.

CDPs as systems of intelligence: Slager breaks down how Amperity's new Customer Data Agent moves beyond data storage to real-time campaign generation — strategy, analysis, and execution in one motion.

The universal lesson: Whether you're an NFL franchise or a retail brand, the advice is the same — stop theorising, start doing. The teams getting AI value today are the ones willing to go first.

Next Steps:

🔗 Explore Amperity's Customer Data Agent at amperity.com

📖 Read more CX + AI coverage at cxtoday.com

💬 Share this with your data or marketing team and ask: "Do we actually have a unified customer view?"

👍 Like and subscribe to CX Today for weekly expert conversations

Customer Contact Week 2026 opened with one of the most anticipated main stage sessions in the event's history. A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually looks like when it is no longer a roadmap — it is running, right now, inside one of Europe's most recognised travel brands.

The moment the session closed, Rob Scott pulled three of the people who built that story into a room and kept the cameras rolling.

What followed was something the main stage format simply does not allow. No moderated talking points. No polished announcements. Just the airline, the transformation partner, and the Microsoft product leader behind the platform — talking honestly about what it took, what broke, what surprised them, and what they would do differently.

This is not the version you heard on stage.

easyJet handles millions of customer contacts at the most pressurised moments in travel — and John Leighton, Head of Customer Experience, shared how the expectations on their service team have never been higher. Aggie Pulawski, Executive Vice President at Concentrix, came in not as a vendor, but as a partner sitting inside a genuinely complex three-way relationship — customer, implementer, and ecosystem ally all at once. And Darya Mazandarany, Microsoft's Head of Product for Dynamics 365 Contact Center, was there to answer the questions that do not get asked when a moderator is managing four thousand people and a 30-minute clock.

The result is one of the most candid contact center transformation conversations CX Today has produced — and one of the most relevant for any leader who is serious about what comes next.

The transformation drivers. The partnership dynamics no one talks about publicly. The reality of building a modern contact center when the pressure is live and the margin for error is low. The point at which automation goes too far. The lessons that never make it into a business case. And where all three of them believe this is heading.

Are legacy CRM and customer data platform stacks holding back enterprise AI strategies?

In this CX Today interview, Nicole Willing speaks with Rafael Flores, Chief Product and Growth Officer at Treasure AI, formerly Treasure Data, about why traditional customer experience stacks may no longer move fast enough for AI-led customer engagement.

Flores explains why legacy CRM and CDP systems can feel too rigid for modern teams, particularly when marketers need governed data, fast activation, and practical support in real time. Flores also breaks down what “AI-native” should actually mean, why credible AI needs to be usable now, and how agentic experience platforms could help teams move campaigns from weeks to days.

The discussion also explores the risks of running AI on fragmented customer data, the importance of governance and prompt consistency, and how enterprises can approach migration without letting existing contracts slow down future progress.

Watch the full interview to hear why Treasure AI believes a new platform layer is emerging for customer data, decisioning, and engagement.

For more Customer Experience tech news visit https://www.cxtoday.com

95% of enterprise AI pilots never reach production. Not because the technology fails — because the approach does.

At CCW Las Vegas, CX Today's Rob Scott sat down with Hannah Bloking (Head of Applied AI Acceleration Solutions Architecture, Amazon Connect Customer), Andrei Papancea (Head of AI Engineering, AWS), and Nate Brown (Co-Founder, CX Accelerator) right after their session on why AI pilots fail — and what the 5% who succeed do differently.

Three questions. Three perspectives. Fifteen minutes of the most practical AI deployment advice from the conference floor.

What CX leaders are really afraid of when it comes to AI
What actually kills a pilot before it ships
What the organisations that succeed do differently

Key takeaways:
Speed is a differentiator
Iterate — don't aim for perfection
Minimise confusion for customers, agents, and teams

Reported live from CCW Las Vegas 2026
More coverage at cxtoday.com

What makes a passenger choose the same airline again when price is no longer enough?

In this CX Today interview, Francesca Roche speaks with Dr Jennifer Coisson, Director of Research and Advisory Services at Sogolytics, about the customer experience factors shaping airline loyalty in the US market.

Drawing on findings from Sogolytics’ US Airlines 2026 CX Rankings, Dr Coisson explains why low fares may influence the first booking, but service quality, in-flight experience, loyalty programs, communication, and disruption recovery are what often determine whether travelers return.

The discussion explores why 50 percent of travelers still view ticket price as a top decision factor, how frequent flyers and occasional travelers prioritize different parts of the journey, and why moments of disruption can either damage trust or strengthen loyalty.

Dr Coisson also highlights the importance of operational basics, including cabin cleanliness, baggage handling, seat comfort, and staff empathy. As airlines look ahead, she explains why proactive service recovery, better segmentation, greater flexibility, and a more connected end-to-end journey will be central to earning customer trust.

For more Customer Experience tech news visit https://www.cxtoday.com

Is your customer experience strategy ready for the speed of AI-driven cyber threats?

In this CX Today interview, Nicole Willing speaks with Quincy Castro, Chief Information Security Officer at Chainguard, about how artificial intelligence is reshaping enterprise cybersecurity, vulnerability discovery and remediation.

Castro explains why frontier AI models are making zero-day vulnerabilities cheaper and faster to find, why traditional 30, 60 and 90-day patching cycles are struggling to keep up, and why this matters far beyond the security team.

For customer experience and contact center leaders, the message is clear: security is now part of the brand promise. If emergency patching breaks production environments, disrupts customers, or creates churn, cybersecurity becomes a direct CX issue.

The conversation also explores Chainguard’s Athena coalition, which brings together security vendors, cloud providers, financial institutions and infrastructure organizations to help coordinate faster, safer responses to newly discovered vulnerabilities.

Watch the full interview to learn why remediation has become the new cybersecurity bottleneck, how AI can chain lower-severity vulnerabilities into serious attacks and what enterprise leaders need to change as AI accelerates both software development and cyber risk.

For more Customer Experience tech news visit https://www.cxtoday.com

When AI learns from real conversations, not pre-built rules, the contact center transformation timeline collapses

In this discussion, Rhys Fisher, Associate Editor at CX Today, sits down with Claudio Rodrigues, Chief Product Officer at Omilia, to dig into one of the most pressing questions in customer experience right now: what does truly intelligent, self-learning contact center AI actually look like in practice?

If you're tired of AI conversations that stay at surface level, this one's for you.

The contact center AI story is usually told the same way: clean your data, build your rules, wait months for results. Omilia is telling a very different story.

Claudio Rodrigues breaks down how Omilia's platform skips the data preparation bottleneck entirely, connecting directly to live contact center operations and learning from the ground up:

The data myth, debunked: Why asking customers to have "perfect data" before deploying AI is a broken approach, and how Omilia listens to 100% of contact center calls to build automation from reality, not assumptions.

From insight to automation: How the platform identifies automation opportunities, quantifies their business impact, and deploys them to production with built-in safety rails and automatic rollback – all from a single approval click.

The gap between AI and human agents is closing: What it looks like when AI and human agents are benchmarked in real time, and why Claudio believes the future contact center workforce will be defined by brand experience, not call handling speed.

The 30-day/six-month/one-year curve: A frank, specific breakdown of what organizations can realistically expect as self-learning compounds over time.

NEXT STEPS:

Head to cxtoday.com for more expert interviews and breaking CX industry analysis

Drop your thoughts in the comments – is your organization ready to deploy self-learning AI?

Like and subscribe so you never miss a CX Today conversation

Gartner VP Analyst Kathy Ross on why AI agents belong in your tech stack, not on your org chart – and what happens when leaders get this wrong.

In this CX Today interview, Associate Editor Rhys Fisher sits down with Kathy Ross, VP Analyst at Gartner, to unpack a provocative Gartner stance: that customer service leaders are fundamentally mismanaging AI agents by treating them like human talent.

With 39% of CEOs already viewing AI agents as employees, the stakes for getting this right – or wrong – have never been higher.

AI agents are powerful. But power without the right management model is a liability, and Gartner's Kathy Ross isn't pulling punches about where most organizations are going wrong.

The scale problem is real: A human agent might affect 30-45 customers if something goes wrong. An AI agent? Hundreds of thousands, in minutes. That changes everything about how failures need to be managed.

The org chart is the wrong place for AI: Placing AI agent oversight under people managers stretches them too thin and puts fundamentally different skill sets in conflict. Operations and technology leaders need to own this.

Accountability has to be deliberate: Ross outlines a clear split: ops leaders own requirements, monitoring, and escalation; tech leaders own observability, integration, and compliance. People managers only get looped in when AI failure directly impacts the human workforce.

This isn't about replacing humans, it's about redirecting them: The real opportunity is using AI to create space for human agents to do what only humans can: build relationships, drive loyalty, and uncover growth.

Sara Richter breaks down what peak season stress tests really expose, and why most brands are failing the customer relationship before it even starts.

Rhys Fisher, Associate Editor at CX Today, sits down with Sara Richter, CMO of SAP Engagement Cloud, to unpack the findings of SAP's 2026 Engagement Index.

With AI agents now driving purchasing decisions for nearly half of Gen Z, the pressure on brands to deliver truly connected CX has never been higher. If you're wondering what separates brands that build loyalty from those that quietly erode it, this conversation is worth your time.

The research shows that AI is reshaping the customer journey faster than most brands can keep up. Sara Richter doesn't sugarcoat what that means... and she's got the receipts:

AI is accelerating the customer journey, not just assisting it. When a customer arrives guided by an AI agent, they may already be close to a decision, yet brands are still treating them like they're at the start of the funnel. That mismatch is costly.

Peak periods expose the cracks. Disconnected channels, siloed teams, and unused "dark data" don't just create friction; they erode trust and, eventually, loyalty. Sara explains why this is the first thing that breaks under pressure.

Data quality beats data quantity. Most organizations are drowning in data. The next chapter of customer engagement will be won by whoever can turn that data into action most effectively, not whoever has the biggest pile.

Gibson is a masterclass in getting it right. SAP's guitar brand customer is using AI to personalize engagement across the entire musician journey, freeing up marketers for creativity while driving real business outcomes.

📊 Explore the SAP 2026 Engagement Index to benchmark your own engagement strategy

🔔 Subscribe to CX Today for more interviews on AI, CX, and the future of customer engagement

For more Customer Experience tech news visit https://www.cxtoday.com

Do customers really dislike AI, or are they tired of poor AI experiences?

In this CX Today interview, Francesca Roche speaks with Ali Fazal, Chief Marketing Officer at Gladly, about why many consumers are frustrated by AI in customer experience and what brands need to do differently.

Drawing on findings from WordPress VIP’s Future of the Web 2026 report, Ali explores why 60 percent of consumers are turned off by brands using AI in marketing, why 86 percent verify AI-generated information against original sources, and how this reflects a deeper trust gap.

The conversation looks at how brands often deploy AI for speed, cost reduction, or convenience, without asking whether the experience actually helps customers. Ali explains why that approach can damage trust, especially when AI produces generic content, inaccurate answers, or impersonal interactions.

He also shares where AI can create real value: helping customers find the right product faster, providing better delivery updates, answering support questions more efficiently, and enabling more personalized service at scale.

The discussion also covers where human support still matters most, particularly in emotionally sensitive, high-consideration, or complex customer moments. For CX leaders, the message is clear: successful AI strategy is not about replacing human service wherever possible. It is about knowing where automation improves the experience and where empathy, context, and human judgment are still essential.

For more Customer Experience tech news visit https://www.cxtoday.com

Is the CCaaS market moving faster than enterprise contact centers can adapt?

In this CX Today interview, Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO at Content Guru, about the market forces reshaping contact center as a service (CCaaS), from vendor consolidation and AI acceleration to rising customer expectations and the pressure to modernize legacy platforms.

Taylor explains why customer experience has become one of the most important battlegrounds for competitive advantage, and why enterprise buyers still running on legacy on-premises contact center infrastructure may find it harder to keep pace with AI-enabled innovation.

The conversation explores the shift from generative AI toward agentic AI, where automation can move beyond summarizing and transcribing to resolving more complex customer queries and orchestrating data across systems. Taylor also shares why many AI projects fail to prove return on investment, and why organizations need to baseline current service performance before rolling out new automation.

For enterprise buyers assessing a replacement platform, Taylor outlines the non-negotiables: vendor experience, security, data sovereignty, sector knowledge, complex migration capability, customer data readiness, and AI orchestration. Taylor also warns against being swayed by a single polished demo when the real challenge is connecting systems, processes, data, and people at scale.

What does it really take to move AI sales agents from a controlled demo into a live enterprise sales organization?

In this CX Today interview, Francesca Roche speaks with Kris Billmaier, EVP and General Manager, Agentforce Sales at Salesforce, about what Salesforce has learned from deploying Agentforce Sales across its own go-to-market teams.

Salesforce has positioned its internal sales organization as “customer zero” for Agentforce Sales, giving the company a practical view of where AI agents succeed, where they need more context, and what enterprises need to fix before trusting agents with customer-facing work.

Billmaier explains why production-ready AI depends on strong data foundations, especially conversational data from calls, emails, and sales interactions. He also explores how Salesforce trains and supervises agents, why governance needs to be built into the full agent lifecycle, and how sellers are helping shape the product through real-world feedback.

The discussion also looks at how the seller’s role is changing as agents take on top-of-funnel work, outbound prospecting, email engagement, account planning, and other time-consuming tasks. Rather than replacing sellers, Billmaier argues that agents can give sales teams more time to focus on customer meetings, preparation, and higher-value conversations.

For enterprise leaders moving from AI pilots to production, the message is clear: start with the right use case, assign a clear goal, measure impact, and build trust through data quality, governance, and continuous feedback.

For more Customer Experience tech news visit https://www.cxtoday.com

What happens when customer expectations keep rising, but the systems behind service still sit in silos? In this CX Today interview, Rob Wilkinson speaks with Mark Ashton, VP Solution Consulting CRM EMEA at ServiceNow, about why traditional CRM is no longer enough for modern customer experience.

They explore the growing gap between speed and empathy, why AI projects fail when built on weak foundations, and how disconnected front, middle, and back-office processes create friction for both customers and agents. Mark also shares practical examples of where organizations are using AI and connected workflows to reduce order exceptions, improve resolution times, and free up teams to focus on higher-value customer interactions.

If you are a CX, CRM, or service leader trying to balance automation, trust, governance, and real business impact, this conversation offers useful lessons on where to start and what to avoid.

For more Customer Experience tech news visit https://www.cxtoday.com

Are brands truly listening when customers speak on social media?

In this CX Today interview, Francesca Roche explores how AI is reshaping social media community management, and why human judgment remains central to protecting customer trust. The discussion examines the opportunity for AI to process high volumes of social interactions, identify patterns, and speed up triage, without handing over sensitive customer decisions to automation alone.

The conversation addresses a critical reality for CX leaders: social media comments can be simple service inquiries, but they can also signal frustration, risk, a wider operational problem, or a developing crisis. AI can help teams see those signals faster. Human experts provide the context, empathy, and escalation judgment required to act on them responsibly.

It also considers the growing challenge of sophisticated AI-generated spam and the importance of platform-specific moderation strategies. From the long lifecycle of YouTube conversations to the fast pace of X, brands need governance that reflects how customers actually use each channel.

Watch the full interview for practical insight into using AI to make social care teams more effective, while keeping people accountable for the moments that matter most.

For more Customer Experience tech news visit https://www.cxtoday.com

CX Today's Associate Editor Rhys Fisher sits down with Wayne Butterfield, Founder of STX, to unpack one of the most talked-about analyst reports of the year.

Wayne sparked a firestorm on LinkedIn when Gartner's 2026 Magic Quadrant for Conversational AI dropped, and his criticisms resonated. With hundreds of comments and close to 100,000 views on his post, it was clear he wasn't alone.

In this conversation, Wayne goes beyond the LinkedIn hot takes to explain exactly what he thinks went wrong, why the methodology deserves scrutiny, and what enterprise buyers should actually be doing when they go to market for conversational AI.

The 2026 Gartner Magic Quadrant for Conversational AI generated more debate than most, and Wayne Butterfield was at the center of it.

In this interview, he gets into the specifics.

The acquisition double standard: Wayne argues that Salesforce and SoundHound were elevated in the quadrant largely on the back of acquisitions, while NiCE Cognigy was effectively demoted for the same reason. He calls the inconsistency out directly and questions whether Gartner's criteria are being applied evenly.

Why methodology alone isn't the problem: Wayne doesn't just blame the framework. He points to a lack of transparency around the "what, why, and how" of vendor inclusion, and suggests that reports skewed toward big-budget names risk losing credibility with the practitioners who use them daily.

What buyers should actually do: Forget one-size-fits-all rankings. Wayne makes the case for shortlisting based on people, commercial flexibility, and skin in the game from the vendor — and argues that implementation quality will always matter more than which tool you buy.

His advice to Gartner: Test the report with the market before publishing. Not vendors with something to gain, but practitioners with nothing to lose. "You need other people tasting your vintage," he says — and it's hard to argue with that.

For more Customer Experience tech news visit https://www.cxtoday.com

Are your sales conversations creating trust, or setting customer success teams up for failure?

In this CX Today interview, Francesca Roche speaks with Seth Marrs, Chief Strategy Officer at Sandler, about how seller performance inside live buyer conversations can shape customer trust, long-term customer experience, and revenue outcomes.

Seth explains why the first sales conversation is such a critical moment in the customer relationship. When sellers overpromise, stretch expectations, or fail to align the buyer’s needs with what the solution can realistically deliver, those gaps may not appear immediately. Instead, they often surface later as churn risk, implementation issues, and a breakdown in trust.

The discussion explores Sandler’s sales performance ecosystem, which focuses on measuring how sellers actually behave in live customer conversations, not just what they know from training. Seth highlights the difference between understanding a sales methodology in theory and applying it under real pressure when buyers raise objections, ask hard questions, or expect transparency.

Seth also discusses the growing role of AI in coaching. He explains how sales leaders can use AI to support base-level coaching while focusing human coaching on higher-order skills, real call performance, and the behaviors that create unique value for customers.

Finally, the conversation looks at why sales, customer success, and CX teams need better shared visibility into buyer conversations. As more businesses move toward consumption-based models, customer experience and sales performance are becoming increasingly connected.

Watch the full interview to learn why the promises made in the first sales conversation can define the entire customer relationship.

For more Customer Experience tech news visit https://www.cxtoday.com

Personalized customer experience is no longer just about using the right data to deliver a better message. As AI becomes embedded across customer journeys, contact centers, marketing workflows, and digital channels, CX leaders are facing a more difficult question: when should AI be allowed to act?

That question sits at the heart of this CX Today conversation with Nicole Willing, Kristen Zhou, VP of Product at Treasure AI, and Guy Bourgault, Head of Agentic Systems at Concentrix, exploring why AI-powered personalization creates new risks around consent, governance, data access and customer trust.

For Zhou, the biggest shift is that consent can no longer be treated as a static checkbox. AI systems are now capable of inferring preferences, observing behavior, enriching profiles and recommending actions based on signals customers may not have explicitly shared. That means enterprises need clearer permission structures, stronger guardrails and a more thoughtful way to decide where human oversight is required.

“In the last 12 months we have moved from asking, do we have consent, to asking, should AI be allowed to take the action?”

Bourgault agrees that customer preferences are becoming more dynamic. Rather than simply capturing a preference and storing it in a customer relationship management (CRM) system, organizations must be able to update, apply and prove that preference across every relevant interaction.

That is where many businesses still fall short. Bourgault warns that enterprises often struggle less with collecting preferences and more with execution and auditability. As agentic AI systems take on more responsibility, leaders need to know why an AI system makes a particular decision.

“It’s one thing to be able to capture a preference and store it. It’s another thing to be able to use it appropriately and consistently and then to be able to show that that happened every time, every interaction."

The discussion also highlights the contact center’s growing role in managing preference integrity. Bourgault argues that accountability is shifting from marketing toward customer support because the contact center is where escalation, care, and real-time customer interactions already converge.

Zhou adds that businesses need an intelligence layer capable of connecting customer context, decisioning, governance, and activation. Without that, personalization can quickly become fragmented or intrusive, especially when AI-generated recommendations draw from inferred intent.

Watch the full interview to learn how CX leaders can balance personalization, trust, compliance and AI-driven scale.

When Wayne Butterfield posted his reaction to the 2026 Gartner Magic Quadrant for Conversational AI, he wasn't expecting much more than a few nods from peers. What he got was close to 100,000 views and 500 comments....most of them agreeing.

In a conversation with CX Today, Butterfield explains what bothered him most about the report. His core issue is a perceived contradiction in how acquisitions were treated. Salesforce and SoundHound were placed in the Leaders quadrant following acquisitions, while NiCE Cognigy dropped from Leader to Visionary after being acquired by NiCE. To Butterfield, that asymmetry is difficult to justify.

He also raises a broader concern about scope. With over 650 vendors operating in and around the conversational AI space, a report covering 14 of them will inevitably leave serious gaps; including, notably, Microsoft.

But the interview is more than a list of grievances. Butterfield is direct about where he thinks enterprise buyers go wrong, arguing that too much weight gets placed on analyst rankings and too little on implementation quality and commercial fit.

"You need other people to be tasting your vintage and letting you know what they actually think of it who don't have skin in the game," he says of Gartner's process — and the same logic applies to how buyers approach vendor selection.

His advice to enterprise leaders is to build a shortlist based on people, commercial flexibility, and a vendor willing to share in the risk.

The quadrant is a starting point, not a conclusion.

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 why service leaders need to redesign operations around humans and AI agents working together.

The conversation explores how customer service is shifting from traditional team structures to coordinated systems where multiple agents can resolve work end to end. Deveney explains why the next phase of AI is not about bolting on another assistant, but about rethinking workflows, knowledge, routing, and orchestration across the entire service environment.

The interview also examines the new roles emerging to support this shift, from AI managers to knowledge and service design specialists, and what these changes mean for organizations trying to scale automation without losing control of quality or customer outcomes.

For customer service and contact center leaders, this discussion offers a practical look at what it takes to build a service model designed for human and AI collaboration.

Rob Wilkinson speaks with Mark Ashton, VP Solution Consulting CRM, EMEA at ServiceNow, about why traditional CRM is no longer enough for modern customer experience.

They explore the growing gap between speed and empathy, why AI projects fail when built on weak foundations, and how disconnected front, middle, and back-office processes create friction for both customers and agents. Mark also shares practical examples of where organizations are using AI and connected workflows to reduce order exceptions, improve resolution times, and free up teams to focus on higher-value customer interactions.

If you are a CX, CRM, or service leader trying to balance automation, trust, governance, and real business impact, this conversation offers useful lessons on where to start and what to avoid.

For more Customer Experience tech news visit CX Today.

In this CX Today interview, Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO at Content Guru, about the market forces reshaping contact center as a service (CCaaS), from vendor consolidation and AI acceleration to rising customer expectations and the pressure to modernize legacy platforms.

Taylor explains why customer experience has become one of the most important battlegrounds for competitive advantage, and why enterprise buyers still running on legacy on-premises contact center infrastructure may find it harder to keep pace with AI-enabled innovation.

The conversation explores the shift from generative AI toward agentic AI, where automation can move beyond summarizing and transcribing to resolving more complex customer queries and orchestrating data across systems. Taylor also shares why many AI projects fail to prove return on investment, and why organizations need to baseline current service performance before rolling out new automation.

For enterprise buyers assessing a replacement platform, Taylor outlines the non-negotiables: vendor experience, security, data sovereignty, sector knowledge, complex migration capability, customer data readiness, and AI orchestration. Taylor also warns against being swayed by a single polished demo when the real challenge is connecting systems, processes, data, and people at scale.

Gartner VP Analyst Kathy Ross on why AI agents belong in your tech stack, not on your org chart – and what happens when leaders get this wrong.

In this CX Today interview, Associate Editor Rhys Fisher sits down with Kathy Ross, VP Analyst at Gartner, to unpack a provocative Gartner stance: that customer service leaders are fundamentally mismanaging AI agents by treating them like human talent.

With 39% of CEOs already viewing AI agents as employees, the stakes for getting this right – or wrong – have never been higher.

AI agents are powerful. But power without the right management model is a liability, and Gartner's Kathy Ross isn't pulling punches about where most organizations are going wrong.

The scale problem is real: A human agent might affect 30-45 customers if something goes wrong. An AI agent? Hundreds of thousands, in minutes. That changes everything about how failures need to be managed.

The org chart is the wrong place for AI: Placing AI agent oversight under people managers stretches them too thin and puts fundamentally different skill sets in conflict. Operations and technology leaders need to own this.

Accountability has to be deliberate: Ross outlines a clear split: ops leaders own requirements, monitoring, and escalation; tech leaders own observability, integration, and compliance. People managers only get looped in when AI failure directly impacts the human workforce.

This isn't about replacing humans, it's about redirecting them: The real opportunity is using AI to create space for human agents to do what only humans can: build relationships, drive loyalty, and uncover growth.

Read the full Gartner research at gartner.com

Share this with your CX or operations leadership team

Drop your take in the comments: who owns AI agent oversight in your organization today?

For more Customer Experience tech news visit https://www.cxtoday.com

In this discussion, Rhys Fisher, Associate Editor at CX Today, sits down with Claudio Rodrigues, Chief Product Officer at Omilia, to dig into one of the most pressing questions in customer experience right now: what does truly intelligent, self-learning contact center AI actually look like in practice?

If you're tired of AI conversations that stay at surface level, this one's for you.

The contact center AI story is usually told the same way: clean your data, build your rules, wait months for results. Omilia is telling a very different story.

Claudio Rodrigues breaks down how Omilia's platform skips the data preparation bottleneck entirely, connecting directly to live contact center operations and learning from the ground up:

The data myth, debunked: Why asking customers to have "perfect data" before deploying AI is a broken approach, and how Omilia listens to 100% of contact center calls to build automation from reality, not assumptions.
From insight to automation: How the platform identifies automation opportunities, quantifies their business impact, and deploys them to production with built-in safety rails and automatic rollback – all from a single approval click.
The gap between AI and human agents is closing: What it looks like when AI and human agents are benchmarked in real time, and why Claudio believes the future contact center workforce will be defined by brand experience, not call handling speed.
The 30-day/six-month/one-year curve: A frank, specific breakdown of what organizations can realistically expect as self-learning compounds over time.

At CCW Las Vegas, CX Today's Rob Scott sat down with Hannah Bloking (Head of Applied AI Acceleration Solutions Architecture, Amazon Connect Customer), Andrei Papancea (Head of AI Engineering, AWS), and Nate Brown (Co-Founder, CX Accelerator) right after their session on why AI pilots fail — and what the 5% who succeed do differently.

Three questions. Three perspectives. Fifteen minutes of the most practical AI deployment advice from the conference floor.

What CX leaders are really afraid of when it comes to AI
What actually kills a pilot before it ships
What the organisations that succeed do differently

Key takeaways:

Speed is a differentiator
Iterate — don't aim for perfection
Minimise confusion for customers, agents, and teams

Reported live from CCW Las Vegas 2026

See Amazon's playbook here

A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually looks like when it is no longer a roadmap — it is running, right now, inside one of Europe's most recognised travel brands.

The moment the session closed, Rob Scott pulled three of the people who built that story into a room and kept the cameras rolling.

What followed was something the main stage format simply does not allow. No moderated talking points. No polished announcements. Just the airline, the transformation partner, and the Microsoft product leader behind the platform — talking honestly about what it took, what broke, what surprised them, and what they would do differently.

This is not the version you heard on stage.

easyJet handles millions of customer contacts at the most pressurised moments in travel — and John Leighton, Head of Customer Experience, shared how the expectations on their service team have never been higher. Aggie Pulawski, Executive Vice President at Concentrix, came in not as a vendor, but as a partner sitting inside a genuinely complex three-way relationship — customer, implementer, and ecosystem ally all at once. And Darya Mazandarany, Microsoft's Head of Product for Dynamics 365 Contact Center, was there to answer the questions that do not get asked when a moderator is managing four thousand people and a 30-minute clock.

The result is one of the most candid contact center transformation conversations CX Today has produced — and one of the most relevant for any leader who is serious about what comes next.

The transformation drivers. The partnership dynamics no one talks about publicly. The reality of building a modern contact center when the pressure is live and the margin for error is low. The point at which automation goes too far. The lessons that never make it into a business case. And where all three of them believe this is heading.

In this interview, recorded live at NiCE World London, CX Today's Rob Wilkinson sits down with Dorothy Copeland, Chief Partner Officer at NiCE, to unpack why businesses struggle to move from isolated AI pilots to meaningful, scalable transformation — and why the right partner ecosystem may now be the biggest factor in making AI work at scale.

Dorothy shares her priorities for partner growth at NiCE, breaks down the newly announced NiCE AI Specialization Program, and explains why the shift from point solutions to connected systems spanning AI, data, workflows, and people is becoming the new standard for enterprise transformation.

00:00 Introduction
00:44 Dorothy's key priorities for partner growth at NiCE
01:59 Building a vibrant AI partner ecosystem
02:43 What is the NiCE AI Specialization Program?
04:13 The shift from point solutions to integrated systems
07:07 Why formalizing AI capability in the partner ecosystem matters now
11:01 Closing thoughts

Guest: Dorothy Copeland, Chief Partner Officer, NiCE
Host: Rob Wilkinson, CX Today

CXToday #NiCE #AIPartnerships #CustomerExperience #NiCEWorld #ArtificialIntelligence

How can CX leaders scale AI without creating more risk than value?

That is the central question in this CX Today interview with Rebecca Wettemann, Principal at Valoir, as she joins Rob Wilkinson to unpack how enterprise thinking around AI in customer experience is changing. The conversation shows how many organizations have moved beyond early enthusiasm and are now under pressure to prove that AI can deliver measurable business outcomes without harming trust, increasing costs, or disrupting operations.

Wettemann explains that the market has shifted from fear of missing out to what she describes as fear of messing up. In practice, that means leaders are no longer satisfied with experimentation for its own sake. They want AI initiatives that improve workflows, support customers effectively, and justify the spend. According to Wettemann, one of the biggest barriers remains trust, especially when teams still associate AI with hallucinations, weak chatbot experiences, and unpredictable costs.

The interview also highlights why data integration continues to hold back progress. Wettemann argues that AI needs consistent, current, and correct data to perform well, especially in customer-facing use cases. Rather than trying to build one system that handles everything, she advises organizations to break work into smaller skills and tasks, then apply AI where the business case is clear.

Workforce design is another major theme. Wettemann notes that AI is changing the role of the human agent, with more people taking on higher-value work, supervising AI-driven interactions, and helping refine AI agents. That shift, she says, requires leaders to rethink metrics, compensation, onboarding, and support structures.

For CX leaders wondering where to begin, Wettemann’s advice is practical: experiment broadly, keep pilots small, learn what your data and workflows can support, and use those findings to build the right path into production.

In this CX Today discussion, host and Associate Editor Rhys Fisher sits down with Claudio Rodrigues, Chief Product Officer at Omilia, to cut through the AI hype and get real about why so many contact centers are underperforming despite significant investment.

If your AI deployment isn't delivering, Claudio argues the problem started long before you went live, and he's got the framework to fix it. This is a must-watch for any CX leader tired of chasing metrics that don't tell the full story.

The contact center AI gold rush has left a lot of organizations holding fool's gold. Claudio Rodrigues has seen it firsthand... and he's not mincing words.

Key discussion points:

The root cause of AI failure: Most deployments collapse at the problem definition stage. Organizations chase “agentic AI” as a strategy rather than a solution, with no clear metric to measure success against
Containment rate isn't enough anymore: It's still a valid metric, but Claudio makes a compelling case for shifting the language from containment to resolution – and expanding the lens to include upsell, churn reduction, and revenue growth
Static vs. dynamic AI assets: A contact center frozen at a point in time will depreciate in value. Omilia's Self-Learning Agentic CX platform is built to continuously learn from real interactions, removing the need for armies of manual annotators

What CX leaders aren't getting but should be: Faster time-to-value, deployment-ready data pipelines, and a clear line of sight between their AI investment and company growth metrics.

Audit your current AI deployment against a clearly defined problem statement and explore whether your metrics capture resolution, upsell, and growth – not just containment.

Public sector transformation does not move on hype alone. It moves under pressure, scrutiny, and long-term delivery demands. This conversation explores what major recent wins may signal for the wider market, what themes are rising fastest, and where the most overlooked opportunities now sit.

In this interview, Rob Wilkinson sat down at NiCE World 2026 with Fiona Virture, Head of Public Sector Sales at Route 101 to discuss the business and operational realities shaping public sector transformation, market, policy, and technology factors influencing what happens next. It is designed to bring a practical sector perspective into the campaign while keeping the discussion grounded in tangible change.

Diabolocom’s AI Product Manager Tom Azernour on why orchestration, not automation, is the real future of contact center AI

Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom, to unpack why the virtual agent category is long overdue for a rethink.

As contact centers move beyond legacy voice bots into the agentic era, Tom explains what "orchestration-first" AI actually means in practice and why the architecture decisions made today will define CX performance for years to come.

If your virtual agent is still just deflecting calls, this is the conversation you need to watch.

Most virtual agents deflect calls. Diabolocom's orchestrates them. Tom Azernour breaks down what separates the new generation of AI-powered virtual agents from legacy bots, and why the difference matters more than most leaders realize.

From deflection to orchestration: Why the decision tree model is dead, and how Diabolocom's agentic approach gives virtual agents a goal and the autonomy to achieve it, connecting to CRMs, ERPs, and ticketing tools without overhauling your existing stack.

The structured handoff: Why passing a raw transcript isn't enough, and how Diabolocom extracts intent, summaries, flags, and custom data fields to give the next agent, human or virtual, everything they need from the first second.

Built for operators, not engineers: How Diabolocom designed a platform that non-technical teams can configure in minutes, without sacrificing the depth that technical users need.

The CCaaS + telco advantage: 20+ years of end-to-end infrastructure ownership means Diabolocom optimizes its AI models and telephony stack in harmony, delivering latency that competitors wrapping third-party solutions simply can't match.

Jeannie Walters and Dr. Alyona Medelyan reveal what nearly 2,000 unfiltered airline reviews say about the chasm between brand promise and operational reality, and what CX leaders must do about it.

In this CX Today discussion, host Rhys Fisher, Associate Editor, sits down with two leading voices in customer experience: Jeannie Walters, CX expert and author, and Dr. Alyona Medelyan, CEO of Thematic. Together, they've co-authored Experience Is The Promise, a data-driven report analyzing nearly 2,000 App Store reviews across six US airlines using Thematic's AI scoring agent.

If you lead a CX, contact center, or service team, this one is unmissable. The findings cut through the brand-speak and get to what customers are actually experiencing at the moments that matter most.

When things go wrong, a cancelled flight, an app that won't load, a support line nobody answers, that's the moment a brand either earns loyalty or loses it for good. This conversation, backed by real customer data, explores exactly why so many airlines are falling short at those critical touchpoints.

Key discussion points:
🔴 Recovery beats reliability – Delta's Empathy score outpaced the group average not because it never fails, but because its people, processes, and tools are designed for disruption moments. Jeannie unpacks what that strategic commitment actually looks like on the ground.
🔴 The compounding failure problem – Alyona's data shows 60% of negative reviews cited inability to reach support during disruptions. When the flight fails and the service fails, the brand takes a double hit, and customers don't forget it.
🔴 Your app is your frontline – App crashes drove 9.5% of Breeze's negative Ease score. Alyona draws a direct parallel to banking data from Asia, where app instability alone triggered switching intent in 5% of users.

Are traditional survey links dead? With response rates at historic lows, the answer might be yes.

In this episode, Rob Scott sits down with Sprinklr’s Sonal Singhal, Direct of Product, and Valarie Grant, Director of Solutions Consulting, to explore why relying on static, post-interaction forms leaves CX leaders with delayed insights, blind spots, and a fractured view of the customer experience.

When you force a customer out of their natural channel just to leave feedback, you disrupt the journey and lose the context. The solution? Conversational listening. Sonal and Valarie break down how context-aware tools allow brands to capture sentiment natively within the channel the customer is already using - reducing friction and dramatically improving the richness of the data.

If you are struggling with survey fatigue or looking for a practical way to innovate your feedback strategy this quarter, this conversation is for you. Learn how to stop asking generic questions and start listening in the moment.

Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the daunting prospect of ripping out legacy systems. Leaders are facing severe system fatigue, and the mandate from the boardroom is clear: show me the ROI, and show it to me now.

To make sense of this tension, I sat down with Matt Clare, VP of Product Marketing at UJET, for a candid conversation about where contact center technology is actually heading.

In this exclusive interview, Matt reveals UJET's strategic pivot from a traditional CCaaS provider to a CX AI company. We explore the myth that AI is here to replace human connection—because at the end of the day, people still buy from people. Instead, the real opportunity lies in eliminating unnecessary, frustrating interactions and using AI to augment the high-value conversations that drive revenue and loyalty.

To help leaders navigate this shift, Matt and I unpacked the specific technologies UJET is deploying to accelerate CX transformation without the traditional operational chaos. Here is a look at the core innovations we discussed:

Maximizing Existing Investments with CX AI Accelerators

The days of ripping out your entire legacy infrastructure are fading. Matt explains how UJET is now leading with CX AI Accelerators—intelligent layers like Virtual Agents, Agent Assist, Screenshare/Cobrowse , and Conversational Analytics that plug directly into your current setup. The goal is rapid transformation, allowing brands to maximize their existing tech investments and see time-to-value in days or weeks, not years.

Zero-Friction Analytics via Spiral by UJET

A massive part of this rapid ROI comes from Spiral by UJET, their conversational analytics platform that turns unstructured data into actionable intelligence. Matt breaks down how Spiral is delivering what he calls "zero-friction analytics":

Interactive Dashboards: Instead of waiting weeks for data scientists to build complex reports, anyone in the business can use natural language prompts. You can literally ask your data, "Why did CSAT drop yesterday?" and Spiral instantly generates the dashboard and the answer.
Automated QM Scorecarding: Quality management at scale is finally here. Leaders can now upload their ideal scorecard and ask the AI to automatically grade interactions, build reports, and generate training modules, turning raw insights into immediate action.

Developer-First Flexibility and Reducing Agent Load

We also discuss the growing demand for flexibility and the rejection of vendor lock-in. Matt shares insights on UJET's BYO-AI (Bring Your Own AI) integration, highlighting their inaugural partnership with conversational AI platform Parloa as proof of their commitment to customer choice.

Coupled with a Headless SDK—which lets brands build custom, native service experiences into their own apps while UJET powers the back-end—and a centralized Agent Assist Hub, UJET is drastically reducing the cognitive load on frontline agents. By aggregating knowledge bases and next-best-action recommendations, agents no longer have to "swivel-chair" between five or more different applications to solve a single customer issue.

What's Next: Agentic Experience Orchestration (AXO)

Finally, we look ahead to September's highly anticipated launch of Agentic Experience Orchestration (AXO). AXO acts as a persistent AI layer across the entire CX toolchain, using AI agents that can navigate software like a human to automate complex, multi-step workflows across disparate legacy systems. Matt explains how UJET is currently running its own internal support operations on AXO and co-developing with several of UJET’s leading customers to refine the product before General Availability—preparing to offer a solution that promises true ROI through system elimination, scaled operations and revenues, and continual improvement.

If you are trying to figure out how to layer AI into your operations without a massive disruption, this is a conversation you cannot afford to miss.

Watch the full video interview to discover how to accelerate your CX transformation today.

Rob Scott sits down with Pasquale DeMaio (VP, Amazon Connect), Deepak Nair (SVP, AI Transformation, Citizens Bank), and Justin Robbins (Founder and Principal Analyst, Metric Sherpa), fresh off the main stage at CCW 2026 in Las Vegas.

Pasquale made a deliberate statement on stage: deflection is dead. In this debrief, the three unpack what killed it, what replaces it, and why half of all agentic AI pilots never reach production.

They cover the governance conversations that have to happen before AI touches a customer, where agentic AI works in financial services and where it doesn't, and whether CX leaders are even asking the right questions when evaluating this technology.

Plus: Justin delivers his verdict on three days at CCW — genuinely different, or the same story told better?

The full CCW 2026 coverage is on CX Today.

In this CX Today interview, Rob Wilkinson speaks with Jonathan Barouch, GM of Contact Center at Zendesk, about what “AI-native” and “agentic” actually mean in practice, where enterprise teams get stuck (data silos, authentication, brittle infrastructure), and how to roll out automation without betting the whole operation on day one.

The conversation also challenges a common CX metric: containment. Barouch argues leaders should measure resolution, not deflection, and shares how teams can pilot agentic workflows, run A-B tests, and build a learning loop that turns real interactions into better knowledge, self-service, and agent support.

Rob Scott, Publisher at CX Today, sits down with Jeremie Abou, Sales Lead at Diabolocom, on the floor of CCW Las Vegas to ask the question the industry keeps dodging: is AI actually improving customer experience, or just cutting costs?

Jeremie doesn't pull punches. From automation hype to the uncomfortable gap between slick demos and live contact centre reality, this conversation gets into what vendors won't tell you — and what CX leaders need to hear.

They cover the 89% of CX leaders who expect humans to stay central to support, the 17% who think their agents are actually ready for it, and why Diabolocom believes the future of CX might be more human, not less.

If you're navigating AI investment decisions, workforce readiness, or just tired of the buzzwords — this one's for you.

Topics covered:

The AI hype problem and what it's costing CX
Why "presence" beats pure automation as a CX strategy
AI theatre vs. operationally useful technology
Agent enablement and the workforce readiness gap
The "super operator" — Diabolocom's vision for the future contact centre

CX Today is the leading news and analysis platform for the customer experience industry.

In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of Product Management at AudioCodes, about the practical reality of moving Voice AI from proof of concept into production.

The conversation explores why so many Voice AI projects stall after promising pilots, what enterprises often underestimate about voice infrastructure, and why connectivity, latency, noise handling, scalability, redundancy, and human-agent handoff matter just as much as the AI model itself.

Avner also discusses how platforms such as AudioCodes Live Hub and AI Agents can help enterprises build a more resilient production environment for Voice AI use cases, including voice bots, agent assistance, and real-time translation.

Watch the full interview to learn what CX and contact center leaders should ask before putting Voice AI into production.

At CCW Vegas 2026, Rob Scott sits down with Jonathan 'JR' Ranger, Chief Customer Officer at CallMiner, to explore the company's latest AI innovation, 'Real-Time AI Guidance,' and what it actually means for agents, customers, and contact center leaders navigating an increasingly AI-driven world.

JR breaks down how the technology works in practice, why hold times and transfers are no longer an acceptable fallback, and why he believes agents who embrace AI will thrive rather than disappear. He also gets candid about why so many AI deployments fall short, and what organizations need to do differently to see real results.

If you're leading CX strategy, running a contact center, or just trying to separate the AI hype from the reality, this one's worth your time.

In this CX Today interview, Nicole Willing speaks with Jonathan Rosenberg, Chief Technology Officer at Five9, about the role of human-in-the-loop design in AI-powered customer experience.

Rosenberg explains why mature AI strategies should not treat human intervention as a failure or last resort. Instead, humans play a critical role in continuous learning, governance, high-risk decisions, and customer interactions where emotion, complexity, or value requires a human touch. The conversation explores why businesses should avoid chasing 100 percent automation, how AI can still support agents when interactions are handed over, and why CX leaders need stronger auditing, monitoring, and performance evaluation as AI agents become more common.

Rosenberg also shares practical advice for organizations beginning their AI journey: start with simple, high-confidence use cases, prove value, build oversight structures, and then expand carefully.

Forethought’s Antoine Nasr discusses how outcome-based AI is reshaping the way enterprises measure the true value of customer service automation

In this CX Today discussion, Associate Editor Rhys Fisher sits down with Antoine Nasr, Head of AI at Forethought, recently acquired by Zendesk. The pair discuss Forethought’s agentic AI push to tackle one of the most uncomfortable conversations in the CX space right now: is the ROI you're reporting on your AI investment actually telling you anything useful?

Twelve months of AI euphoria in the enterprise is giving way to a harder question: was it worth it? Antoine Nasr makes the case that most organizations are measuring the wrong things, and explains what Forethought is doing differently:

Deflection is a broken metric: A deflected ticket tells you nothing about whether the customer's issue was actually resolved. Forethought's outcome-based pricing model only charges when the AI agent genuinely resolves a conversation, and shows admins exactly why each one was classified the way it was.

The $1B ROI figure? Already outdated: Antoine is candid that Forethought's headline customer ROI number has already been surpassed, and walks through the framework for calculating both the hard dollar savings and the softer but real gains in CSAT, brand value, and churn reduction.

AI as a single entry point: User expectations have shifted. Customers no longer want to navigate your org structure, they want one interface that routes intelligently across support, commerce, sales, and beyond. Forethought's RevTech integrations are built around that reality.

Self-improving agents are here: Forethought's Discover product automatically identifies support topic gaps, builds agents to handle them, and improves after every interaction, closing the loop between performance data and agent behavior.

How customer feedback has quietly become the most powerful trust signal in the age of AI search

CX Today's Associate Editor Rhys Fisher sits down with Alicia Skubick, Chief Customer Officer at Trustpilot, to unpack the platform's latest research.

With AI now shaping how consumers discover and evaluate brands before they ever land on a website, the rules of visibility have changed. This is the conversation that makes the business case for trust in real, measurable terms.

Trustpilot's latest 'What AI Says About You' report analyzed over 800,000 AI responses, and the findings are hard to ignore. Brands without a Trustpilot profile appear in just 1% of AI-generated answers. Those that actively collect and respond to reviews? 75.3%. Alicia breaks down what that means for CX teams on the ground.

AI behaves like a cautious consumer – it checks ratings, reads review distributions, and flags missing profiles as red flags, just like your most sceptical customer would

Responding beats collecting – brands that respond to reviews (not just gather them) see citation rates jump from 53% to 75%. Generic replies don't cut it; specificity is what AI crawlers reward

The NPS question – Alicia makes the case that open-platform review systems are replacing NPS for many businesses, delivering the same real-time insight with the added bonus of AI visibility

Speed to value is real – setting up a profile and inviting customers can shift visibility from near-zero to 53% in weeks, not months, with AI-driven customers worth 4.4x more on average

Whether you're a CX leader mapping new customer journeys or an ops manager stretched thin, this one's worth your 15 minutes.

Rhys Fisher, Associate Editor at CX Today, sits down with Dave Rennyson, CEO of SuccessKPI, to tackle one of the most pressing yet underexplored challenges in modern contact center operations: what it actually takes to build an AI-ready data foundation.

As AI agents become a fixture of the contact center, Dave makes a compelling case that the real risk isn't the technology, it's the lack of governance, measurement, and rigor underneath it.

If your organization is deploying AI without asking how you'll manage it, this is essential viewing.As contact centers race to deploy AI, most are skipping the hard work that makes it sustainable. Dave Rennyson pulls no punches on what's going wrong and what leaders need to do differently.

AI agents actually produce more data than human agents, including failure signals and turn-taking data that human conversations never generate. The opportunity is significant, but only if you have the architecture to capture and act on it.

"Ground truth" is the step almost everyone skips. Dave breaks down what it means to establish a reliable baseline for AI performance, why it demands real scientific rigor, and what model drift looks like when you ignore it.

Agentic AI is genuinely different from legacy IVR. The removal of linear flow constraints opens up a new design space, but only if organizations build the right orchestration and monitoring layers on top.

Rather than declaring surveys dead, Dave argues that generative AI can now appraise every single conversation at scale, turning a historically biased metric into something far more powerful.

For more Customer Experience tech news visit CX Today.

The Director of Pega's AI Lab breaks down the real mechanics behind agentic marketing operations and why "magical thinking" is killing AI projects before they start.

In this CX Today discussion, Associate Editor Rhys Fisher sits down with Peter van der Putten, Director of the AI Lab and Lead Scientist at Pegasystems.

With agentic AI dominating the conversation across the CX space, Peter cuts through the noise to explain what it actually takes to make it work in enterprise marketing, and why orchestration, not individual agent capability, is the real differentiator.

If you're trying to separate genuine AI progress from hype, this one's worth your time.

Agentic AI is everywhere right now, but most of the conversation stays frustratingly shallow.

Peter van der Putten goes deeper, explaining how Pega's newly launched Customer Engagement Studio works alongside Customer Decision Hub to give marketers a governed, agent-powered path from brief to live campaign in minutes.

Outcome-based pricing: Pega is making a bold move away from token-based costs, betting they can tie agentic AI tightly enough to business outcomes to charge on results instead.

Left brain meets right brain: Peter explains how CDH has handled analytical decisioning for over 30 years, with Wells Fargo running 6 billion next best actions a month through it, and how Customer Engagement Studio layers in generative and agentic AI to solve the content and marketing ops bottleneck, not the decisioning one.

How the agents actually work together: A conversational agent orchestrates specialized agents across marketing strategy, creative, data science, compliance, and performance, each with a defined role, none operating in a silo.

Why 40% of agentic AI projects fail: Peter points to "magical thinking", the assumption that throwing agents at a problem will sort itself out. The fix is embedding agents into real workflows tied to measurable business and customer outcomes.

Rhys Fisher, Associate Editor at CX Today, is joined by Dave Rennyson, CEO of SuccessKPI, for a candid conversation about what it actually means to run a contact center where humans and AI agents work side by side

As agentic AI takes on a growing share of customer interactions, Dave makes the case that the standards we apply to human agents must apply equally to AI, and that the organizations skipping that step are already storing up problems. Honest, specific, and refreshingly free of hype.

The hybrid contact center isn't a future concept, it's the reality most operations leaders are already navigating.

Dave Rennyson breaks down what it takes to manage it properly.

AI agents are handling the simpler conversations, which means human agents are increasingly left with the harder, more complex ones. Dave argues this demands more recognition and support for human agents, not less.

Quality management for AI agents is non-negotiable. Treating AI like a self-regulating system is, in Dave's words, like letting your builder do his own home inspections. Third-party QM, whether manual or automated, has to sit on top.

CSAT isn't dead, it's due a rebirth. Dave makes the case for using AI to score every conversation on a normalized scale, cutting through the "haters and lovers" bias that has always made survey data unreliable.

"Good" in a hybrid contact center means managing the whole. Dave's vision is workforce decisions made minute-to-minute, based on task complexity, live performance data, and force-to-load, with humans and AI operating as a unified system.

Rob Wilkinson speaks with Jonathan Kershaw, Director of Product Management at Vonage, about how live voice can bring real-time voice transcription and context directly into ServiceNow to trigger workflows during the call, not after it.

Kershaw explains where the pain shows up most clearly: agents toggling between up to nine systems, inconsistent case notes, delayed case creation, and AI outcomes that fall short because they are missing the most important customer context. He shares practical scenarios, from IT outages to payment and fraud-related calls, showing how native voice in ServiceNow can support intent-based routing, mid-call escalations, warm handoffs powered by AI summaries, and faster wrap-up with automated dispositions.

The conversation also covers what to automate first, how to prove ROI using credible baselines, and which KPIs tend to move earliest, including average handle time, after-call work, data quality, and reductions in follow-up contacts. The core message is straightforward: treat AI like any other business tool. Start with measurable operational gains, then scale.

For more Customer Experience tech news visit CX Today.

Mitel’s Stuart Aldridge discusses why the gap between what IT thinks it's delivering and what agents actually experience is quietly destroying customer service quality.

In this CX Today discussion, Associate Editor Rhys Fisher sits down with Stuart Aldridge, Head of UK, Ireland & South Africa at Mitel, to dig into the findings of Mitel's State of Workforce Communication in the AI Era report.

With contact center agents juggling upwards of 12 tools on a single call while still being pressured to deliver exceptional customer experiences, the cracks in enterprise communication strategy are getting harder to ignore.

If you work in CX leadership, this one hits close to home.

Mitel's latest research surveyed over 2,000 IT decision-makers, desk workers, and frontline workers across the UK, US, Canada, Germany, and France, and the results are uncomfortable reading for anyone responsible for agent experience or customer outcomes.

The perception gap is enormous: 81% of IT leaders believe they're listening to user needs and delivering accordingly. Only 28% of frontline workers agree, and in healthcare that number drops to 17%.

Tool overload is the real villain: Agents are routinely navigating 10-14 applications on a live call, and 61% of workers say switching between tools is actively costing them productivity every single day.

Shadow IT is a symptom, not the problem: 76% of workers admit to using non-approved tools, not to break the rules, but because those tools are simply easier. The compliance and data risk that creates in a contact center environment is significant.

Consultative selling has gone missing: Stuart argues that vendors and resellers are too focused on closing deals and not nearly enough time sitting with the "Carols" of the world, the actual end users, to understand what they genuinely need before adding yet another layer to an already overwhelming stack.

Salesforce’s launch of the Agentforce Contact Center has reignited a familiar debate in customer experience: should enterprises consolidate around one major platform, or keep the flexibility to pick best fit tools.

In this CX Today interview, Rob Wilkinson sits down with Baker Johnson, Chief Business Officer at UJET, to unpack what he calls the integration trap. They explore why many organizations feel “stuck” in CRM ecosystems, how switching costs and interdependent integrations slow down change, and why agents often become the human integration layer across four to 10 disconnected systems.

Baker also challenges common assumptions about “context” in AI driven customer service, arguing that real value comes from real time journey context, not just historical CRM records. The conversation closes with practical advice for CX leaders building AI strategies: focus on the customer experience first, and treat AI as a forcing function to simplify operational complexity, not a cure all.

AI is everywhere in customer experience, but CX leaders are under pressure to prove it is moving the needle. In this CX Today interview, Rob Wilkinson speaks with Brad Birnbaum, CEO and Co-Founder of Kustomer, about the shift from measuring AI by deflection rates and activity to measuring it by outcomes that matter to the business.

Birnbaum explains why the right metrics depend on the company, from revenue uplift in retail to upsell and expansion in B2B SaaS, and why traditional CX measures like CSAT and handle time still matter but cannot be the full story. The conversation also digs into AI governance, observability, and trust, including how teams can evaluate non-deterministic models and reduce risk as automation expands.

Finally, Birnbaum shares practical guidance for rolling out CX AI without chaos, including why consolidating fragmented tools and starting small beats trying to boil the ocean. He also outlines where human-in-the-loop remains essential and why the goal should be turning humans from creators into reviewers.

The Principal Analyst at ZK Research breaks down whether Zoom's 'system of action' pivot is the real deal or just clever repositioning

In this CX Today discussion, Associate Editor Rhys Fisher sits down with Zeus Kerravala, Principal Analyst at ZK Research.

Zeus recently published a deep-dive on Zoom's strategic transformation, and the findings are more surprising than most in the industry expect. If you work in CX, contact center, or IT, and you still think of Zoom as a meetings tool, this conversation will change that.

Zoom has quietly built something most of the industry hasn't clocked yet. Zeus Kerravala joins CX Today to unpack what he calls the shift from “collaboration to completion” – and why it could fundamentally change how CX leaders think about their tech stack.

Further along than you think: Zeus argues Zoom is closer to its system-of-action vision than most realize, with Zoomtopia later this year likely to be a major milestone – though true end-to-end completion is still a couple of years out.

🔴 CX is where it gets real: From Chelsea FC to Caliber Collision, real customers are already using Zoom to eliminate cold calls, automate case logging, and unify the full customer journey – contact center included.

🔴 Conversation over CRM: Zoom is betting that conversational data is more valuable than what lives in a CRM, and Zeus thinks they might even build their own CRM within the next two to three years.

🔴 The biggest challenge isn't product: Zeus is clear, Zoom's hardest problem right now is getting people to understand what they've actually built. Proof points and customer outcomes will be the unlock.

Visit cxtoday.com for more coverage on Zoom and the contact center market

Read Zeus Kerravala's full blog at SiliconAngle.com

Follow ZK Research for ongoing analysis as Zoomtopia approaches

For more Customer Experience tech news visit https://www.cxtoday.com

CX Today’s Rhys Fisher sits down with Rupert Adair, Director of Product Management at Enghouse Interactive.

The cloud migration era has run its course, but for many enterprises, it hasn't delivered the CX transformation promised.

With Flexera's 2025 data showing over 20% of workloads being moved back from public cloud to on-prem environments, the conversation has shifted. It's no longer about whether you're in the cloud; it's about whether your architecture is built to win.

Rupert Adair explains what that looks like in practice.

Cloud got the industry moving. But moving fast in the wrong direction is still the wrong direction. Adair makes the case that the next competitive edge in CX is architectural thinking, not cloud adoption.

🔴 The cloud-first playbook has real limits: data sovereignty, uptime requirements, and legacy integration mean that simply lifting workloads doesn't automatically improve customer experience. Rupert shares a real example: a European bank that completed its cloud uplift only to hit data residency issues, latency problems, and lost functionality – making things worse, not better.
🔴 Architecture has to come before deployment: instead of asking ‘what can we move to the cloud?’, winning organizations start with ‘what experience are we trying to deliver?’ As Rupert puts it: “Cloud first asks where should this run. Design first asks what are you trying to build.”
🔴 Hybrid is increasingly the destination, not a detour: Gartner predicts 90% of organizations will adopt hybrid cloud strategies by 2027. Rupert argues that for many enterprises, hybrid is a deliberate architectural end state that delivers both resilience and the flexibility to innovate with AI.

For more Customer Experience tech news visit CX Today.

As customer experience (CX) teams push beyond basic chatbot deployments, a new model is emerging: coordinated multi-agent AI systems that can execute end-to-end workflows across teams, tools, and policies. In this interview, Rob Wilkinson speaks with Raj Koneru, Founder and CEO at Kore.ai, about why this shift is happening now and what leaders should demand before they trust AI with real customer-facing execution.

Koneru argues that the last 12 months have changed the game because AI models have improved dramatically in both generation and reasoning. That progress moves automation beyond question answering and into task completion, where agents can take action across systems and processes. In regulated and complex environments, he says, a single agent is limited by context and scope. A multi-agent approach better mirrors how organizations actually operate, with specialized functions like billing, fraud checks, fulfillment, and escalation requiring orchestration.

Koneru also outlines what tends to fail in single-bot deployments: inconsistent answers, broken handoffs between bots and humans, actions taken without enough context, and heavy cleanup work for frontline teams. Risk and compliance leaders, he adds, often struggle because prompt chains offer limited traceability and control.

For CX leaders, he recommends insisting on deterministic policy enforcement, clear permission boundaries, human escalation controls, and runtime observability before going live. He emphasizes that governance should not be bolted on after deployment. It needs to be embedded into the platform and runtime so teams can reproduce, audit, and optimize outcomes.

Finally, Koneru shares the production metrics that matter: non-negotiables like failure recovery, auditability, and compliance, plus business outcomes like resolution rates, customer effort reduction, and time to resolution. He also highlights the “soft” impact of better experiences on brand loyalty and long-term value.

Is your board expecting AI ROI in six months while your contact centre needs eighteen? You're not alone — and that gap is producing some genuinely bad decisions.

In this interview, Rob Scott sits down with Gautam Vasudev, SVP of Agentforce Contact Center at Salesforce, to get into the real story behind enterprise AI deployments — why 95% of pilots fail to deliver measurable business impact, what the organisations that actually succeed do differently, and how to close the gap between board pressure and operational reality.

They cover the data readiness problem most vendors gloss over, the "triple penalty" of deploying AI on stale or badly structured data, a practical 12-month playbook for CX leaders, and why starting small isn't a hedge — it's the only argument your CFO will actually respect.

No vendor pitch. Just the honest version.

At Cisco Live 2026, Cisco pulled back the curtain on a suite of AI-native tools designed to help organizations orchestrate, secure, and manage a blended workforce of human and AI agents.

To get the inside track, CX Today’s Rhys Fisher sat down with Vinod Muthukrishnan, VP and GM of Webex CX at Cisco, for a wide-ranging conversation on what the shift to AI-native CX actually demands in practice.

Muthukrishnan is clear that the industry has moved past the experimentation phase, and that the bar for what comes next is significantly higher than most vendors are letting on:

“It’s never been easier to build an AI agent. It’s, however, never been harder to make it enterprise grade. And that’s the dichotomy we’ve got to deal with.”

The conversation covers a lot of ground. Muthukrishnan pushes back on the industry’s fixation with deflection and containment rates, arguing that no single metric can capture the full customer journey.

He walks through Cisco’s AI Agent 360, a framework combining custom guardrailing, runtime monitoring, and Splunk-powered observability, and makes the case that security and observability are foundational requirements for any serious agentic deployment, not optional extras bolted on afterward.

He also introduces the concept of “one experience”: the idea that regardless of channel, timing, or how many agents were involved, every customer interaction should feel like a continuation of the last.

Looking further ahead, Muthukrishnan raises a question that will resonate with anyone thinking seriously about where this technology leads. If agentic AI can cut across every organizational silo, does the enterprise as we know it still make sense?

In this CX Today interview, Carrie Brough, Director of Strategy and Ops for TTEC Digital EMEA, argues that a single CX model is fast becoming a liability.

Brough explains why AI-driven interactions need quick, decision-ready responses, while humans still need empathy, context, and brand nuance. Carrie breaks down the operational warning signs that your AI and human traffic are colliding, including repeat contacts, confused outcomes, and frontline teams being forced into a “clean-up” role.

The conversation also covers when an interaction should move from the AI lane to a human agent, and why risk, not emotion, needs to drive escalation decisions.

What does great customer experience look like when artificial intelligence is handling half the calls? For Danny Wareham, Founder and Lead Psychologist at Firgun, the answer has less to do with the technology and everything to do with how leaders treat the humans left holding the line.

In a wide-ranging conversation with CX Today, Wareham argues that too many organizations are approaching AI deployment from entirely the wrong direction. "Decision makers purchase AI tools because they feel that if they don't, their competitors are going to have some sort of lead on them," he says. The result is a wave of reactive, FOMO-driven implementations that fail to solve real operational problems, and leave frontline agents feeling like change is being done to them rather than with them.

That psychological friction, Wareham explains, is rooted in self-determination theory. When agents feel their competence is threatened, their autonomy restricted, or their role uncertain, they revert to familiar behavior, bypassing new tools, creating workarounds, or simply disengaging. The organizations that beat this pattern, he says, are the ones that swap compulsion for curiosity.

His go-to example is IKEA. When AI tools reduced the company's inbound call volume by 47 percent, the typical response would have been to cut headcount accordingly. Instead, IKEA asked why 53 percent of customers were still calling. The answer revealed an appetite for design advice. The company retrained its freed-up agents as amateur interior designers and generated an additional one billion dollars in revenue from the insight buried in their contact center data.

"Your contact centers are the source for where that rubber meets the road," Wareham says. "If your CFO's mindset is around OPEX savings, you tend to miss all of the value that's potentially there."

Wareham also introduces his Constellation leadership model, explored in depth in his book. Rather than confining people to rigid job descriptions, Constellation asks what individuals can contribute toward a shared goal, freeing teams to bring their full range of skills to complex, high-stakes situations. The model draws on military frameworks like mission command used by the British Army and the US Navy SEALs, where shared intent replaces hierarchy the moment situations become unpredictable.

"Constellation is not leaderless," Wareham clarifies. "Culture and our behaviors become the leader."

For CX leaders navigating the AI era, his message is clear: invest in understanding why your people are resisting change before trying to overcome that resistance, and start treating your contact center as a source of strategic value, not just operational cost.

Upgrading 25 million homes to full fiber broadband is a logistical feat in itself. Doing it while delivering a consistently good customer experience – across 700 communications providers, each with their own messaging – is another challenge entirely.

That was the reality facing Openreach before it deployed NiCE's proactive AI agents. Engineers were showing up to empty homes, customers were getting conflicting information depending on their provider, and the company's NPS sat below zero.

In this video interview, CX Today's Rhys Fisher sits down with Chris Herbert, Director of Customer Service at Openreach, Eifion Lloyd, Senior Manager of Customer Enablement and Strategy, and Giles Bryan, General Manager of Proactive AI at NiCE.

Together, they walk through how a proof of concept built on daily Excel uploads eventually scaled into a deployment spanning 15 million customer journeys – reducing missed appointments by a third, cutting inbound contact volumes by a similar margin, and pushing Openreach's Trustpilot score from 2.0 to 4.7 across 300,000 reviews.

The conversation covers what it took to get internal and external buy-in, how NiCE's platform handles landline-only customers without a separate configuration, and a generative AI result that didn't make the press release: a 22% reduction in install cancellations from an ask-me-anything chatbot trialed late last year.

On the lessons learned, Herbert is candid:

"We could have stopped when it was a bit hard. But we knew by listening to our customers that this was worth pushing through."

Check out the full interview to find out precisely how a CX vendor delivers an implementation of this scale.

Rob Wilkinson sits down with Amazon Connect Customer leaders, Tony Shen and Jeremy Puent, to unpack what slows real deployments down, where things go wrong, and why the biggest risk is not the mistake itself but failing to spot it in time.

They explain why ambiguous documentation creates inconsistent outcomes, why bad experiences drive disloyalty faster than good experiences build loyalty, and what “visibility” really means when an AI agent makes decisions you need to defend. The discussion gets practical on non negotiables like guardrails, transparency, customer consent for critical actions, and clear escalation paths to humans. You will also hear why containment and deflection can undermine CX, and what metrics and operating habits matter more as AI becomes a production channel.

Check out Amazon Connect Customer here.

Blair Pleasant breaks down what this landmark contract really means for the CCaaS market, the hyperscaler threat, and why an eight-year contract is both bold and logical

Rhys Fisher, Associate Editor at CX Today, sits down with Blair Pleasant, President and Principal Analyst at COMMfusion, to dissect one of the biggest CCaaS deals ever announced.

With HMRC committing to a $670M, eight-year contract via Capgemini and NiCE, Blair cuts through the headline noise to explain what this deal reveals about enterprise procurement, vendor staying power, and whether the likes of AWS and Salesforce can ever truly compete at this level.

The HMRC megadeal has sent shockwaves through the CCaaS industry, but what does it actually tell us about the state of the market? Blair Pleasant brings over 30 years of analyst experience to unpack the real story behind the numbers.

Two-horse race or open field? Blair argues NiCE and Genesys dominated this deal due to specific procurement requirements around revenue thresholds and systems integration capability – but insists there's still room for others like Five9, Content Guru, and Sprinklr at enterprise level.

Why hyperscalers aren't landing deals like this... yet. Microsoft and Salesforce lack the CCaaS-specific expertise, track record, and dedicated revenue that HMRC demanded. AWS, however, is the one to watch.

The Capgemini factor. NiCE was the CCaaS engine, but Capgemini won the contract, and Blair is clear that the SI relationship, especially given Capgemini's existing ties to HMRC and UK government work, was critical to securing it.

Eight years is 80 years in this industry. Blair explains why the contract length signals HMRC's desire for stability over agility – and why NiCE's acquisition of Cognigy positions them to grow with that commitment.

Picking the wrong AI vendor today could set your contact center back for years.

That’s the core message from Rhys Harris, Product Director of AI at Content Guru, who joined CX Today to break down why flexibility needs to be baked into every AI decision — not bolted on later.

The conversation covers a lot of ground. Harris draws a direct parallel between the mistakes organizations made during the cloud migration era and the trap many are sleepwalking into now. Over-reliance on a single provider, opaque consumption pricing, and contracts that couldn’t accommodate change all created what he calls “cloud regret.” The same dynamics are already playing out in AI.

On the question of what actually separates a genuinely multi-vendor strategy from one that’s just multi-vendor on paper, Harris is blunt: compliance and governance assurance, swappable AI models that can adapt to different languages and use cases, and vendor-agnostic orchestration. Organizations that treat these as checkbox features rather than real requirements will feel it.

He also pushes back on the rush to deploy. Forbes data already shows 25% of tech leaders have invested in AI too quickly, and Harris argues the root cause is almost always the same.

“A lot of organizations have just tunneled into taking a purely AI strategy without thinking about the outcomes. And I think the decisions that people will make is not about the technology but about the outcomes that they were looking to achieve first.”

The bottom line: what works today won’t necessarily work tomorrow, and the vendors worth betting on are the ones who can move with you.

Salesforce’s Agentforce Contact Center launch has split analyst opinion, and this CX Today debate gets straight to why. Host Rob Wilkinson is joined by Zeus Kerravala of ZK Research and Dave Michels of TalkingPointz to unpack what Agentforce actually is, what problem it is trying to solve, and what it could break.

Kerravala frames Agentforce as a serious attempt to reduce “fragmentation hell” by converging CRM, customer interactions, and AI into a single platform layer, so agents stop being the “integration point” between disconnected tools. Michels pushes back hard, arguing the launch is a pivot driven by pressure on CRM’s long-standing model and relevance, especially as generative AI changes how businesses capture and use customer conversation data.

Across the discussion, they dig into the operational impact on contact center leaders and frontline teams, including context switching, data quality, and what becomes the real “source of truth” when AI can surface answers directly from live conversations. The result is a grounded look at the stakes for customer service organizations weighing consolidation, reliability, and speed-to-value as AI moves from feature to foundation.

For more Customer Experience tech news visit https://www.cxtoday.com

Ty Givens, Rhona Bradshaw, and Mike Wehrs join CX Today's Rhys Fisher to examine why most contact centers are less resilient than their uptime metrics suggest – and why agentic AI is about to make that a lot harder to paper over.

For years, five nines has been the number that kept boardrooms comfortable. It looked clean on a performance dashboard and gave technology leaders a ready answer when executives asked whether the contact center could be trusted.

The problem, according to CX Consultant Rhona Bradshaw, is that it was never telling the whole story.

“It acts more like a smoke screen with regards to what's actually going on," Bradshaw says in this CX Today Roundtable.

The real damage, she argues, isn't the full outages that trigger incident reports; it's the persistent, low-grade degradation that chips away at customer trust without ever tripping a status page.

Founder and CEO of the CX Collective, Ty Givens, cuts straight to what resilience actually means on the ground.

“There are two questions. Can the customers get help? And can the agents do their job? Those are the two things that actually make an organization resilient.”

Everything else, she argues, is a distraction.

The shared dependency problem makes it worse. Givens describes organizations rolling out new platforms only to discover their redundancy was illusory all along, with multiple vendors sitting on the same underlying infrastructure, going down together the moment anything is tested.

Mike Wehrs, COO of TieTechnology, brings the sharpest focus to where AI fits into all of this:

“You can't fix stuff by throwing advanced solutions on top of sub-adequate infrastructure and sub-adequate data.”

All three guests make the same point from different angles. AI doesn't necessarily introduce resilience problems into the contact center, but it does have the capacity to find the ones that were quietly there all along.

Everywhere you turn, the conversation about AI and customer experience sounds the same. AI will replace the contact center. Customers don't want to talk to humans anymore. Automation will fix everything. But how much of that is actually true — and how much of it is costing brands real customers, real revenue, and real trust?

Nicole Willing sits down with Cortney Jonas Burnos, VP of AI and Digital at Transcom, and Jeff Blair, Chief Growth Officer, to put the industry's boldest AI and CX assumptions under the microscope.

Eight hot takes. Two experts with decades of frontline CX and AI experience between them. Zero tolerance for hype.
What emerges isn't a defence of AI or a rejection of it. It's something more useful: a clear-eyed, evidence-backed challenge to the assumptions quietly shaping — and in some cases, quietly damaging — CX strategy in 2026.

You'll find out why 78% of customers now attempt self-service first — and why self-service is simultaneously ranked the least effective channel for resolving issues. You'll hear why the brands seeing the biggest returns from AI are actually spending more on customer experience, not less. And you'll understand why the biggest barrier to AI transformation isn't technology at all.

The conversation covers the moments that matter most — when digital tools fail, when customers escalate, when a bot loop turns a manageable issue into a brand reputation problem. It challenges the idea that outsourcing means losing control. It reframes what great agents actually do in an AI-powered environment. And it draws a straight line between poor automation decisions and the customer churn that follows.

If your 2026 CX strategy is built on any of these assumptions, this is the conversation you need to have before your next budget decision.

The real question, as Jeff Blair puts it, isn't whether AI will replace the contact center. It's whether organisations are ready to rethink how customer experience actually operates in an AI-powered world.

The hot takes are provocative. The hard truths are harder to ignore.

Stay ahead of the trends shaping customer experience — explore more insights, interviews, and analysis at CX Today.

Learn how Transcom is helping organisations design smarter, AI-powered customer experiences.

Trust is moving from a soft signal to a hard CX KPI, and the EU AI Act will accelerate that shift. In this CX Today roundtable, Kane Simms, Nerys Corfield, Dr Scott Allendevaux, and Nick Holme explore how the legislation changes the day-to-day reality of deploying AI in customer journeys.

The panel breaks down what ‘high-risk’ can mean in practice, why organisations need a clear view of where AI is actually in use, and how documentation, transparency, and accountability will increasingly shape buying decisions. They also discuss the operational knock-on effects: tighter governance across CX, legal, and data teams, more structured testing for conversational automation, and clearer rules for when customers must be told they are interacting with a bot.

The takeaway for CX leaders is simple: compliance is not just a legal project. It’s a trust strategy. Teams that can prove control, explain decisions, and show robust oversight will protect customer confidence and reduce risk as AI becomes more embedded in frontline service.

The network was never supposed to be a CX problem. For years, it wasn’t. Telecom engineers leaned on the PSTN’s built-in inefficiency as a quality guarantee, and the broader industry was happy to leave well enough alone.

That era is ending.

With the UK’s PSTN shutdown locked in for January 2027, organizations still routing contact center calls over legacy infrastructure now have a hard deadline. But as Zeus Kerravala, Principal Analyst at ZK Research, makes clear in this conversation, the bigger risk isn’t missing the migration window. It’s treating it as a straight swap.

The problem is that modernizing means running voice traffic across shared, IP-based networks, exactly the kind of environment where LLM-driven bots add another 200-300 milliseconds of latency on top of existing SIP delay. When the bot feels slow, someone has to explain why.

Right now, most CX teams don’t have the tools to answer that question.

Kerravala points to Cisco ThousandEyes as one of the few observability platforms that can trace a voice interaction across local, cloud, and public internet infrastructure simultaneously, helping teams move from reactive firefighting to predictive network management. He also flags edge AI inference as a fast-moving development that could significantly cut latency for in-store and regional deployments within the next year.

The organizational piece, though, may be the hardest part. CX and IT have historically operated in separate lanes. Kerravala’s view is that the companies that get ahead of this will be the ones that stop managing unified networks through siloed teams.

From agentic AI to brand intelligence and Firefly's trust-first model, Constellation Research's Liz Miller drops unfiltered insights from the Vegas floor.

In this on-the-ground dispatch from Adobe Summit 2026, CX Today Associate Editor Rhys Fisher sits down with Liz Miller, VP and Principal Analyst at Constellation Research. Liz is one of the sharpest voices in the CX and marketing technology space – and she's not here to sugarcoat anything.

From the buzz around Shantanu Narayan's succession to Adobe's evolving agentic AI platform strategy, this conversation cuts through the noise and gets into what actually matters for enterprise marketers right now.

Adobe Summit is buzzing... and not just about leadership transitions. Liz Miller joins Rhys Fisher to break down what's actually moving the needle for CX leaders on the ground in Vegas.

🔴 Adobe CX Enterprise reframed: It's not a new product, it's a clarified story. Liz explains how Adobe Experience Platform (AEP) has always been the foundation, and why this rebranding is about helping enterprises understand how all the pieces connect in an agentic world.

🔴 Brand Intelligence is the standout: Adobe's new solution lets marketers track how their brand appears across LLMs and AI search, not just the traditional web. As agent-to-agent engagement becomes real, knowing how your agents get found is mission-critical.

🔴 Firefly's trust-first architecture: Adobe didn't bolt on safety after the fact. Liz walks through why Content Authenticity and invisible watermarking aren't lip service; they're structural, and they matter deeply for enterprise brand security.

🔴 The radiologist moment: Jensen Huang's story from the keynote – AI can now read 100% of CT scans, yet demand for radiologists is rising – perfectly captures why Adobe's decade-long AI investment is a strategy, not a slogan.

For more Customer Experience tech news visit https://www.cxtoday.com

Technology Journalist, Francesca Roche, sits down with Hideki Hashimura, CRM and CX Strategist at redk.

With MIT research showing 95% of enterprise Gen AI pilots failing to deliver measurable ROI, this conversation cuts through the hype to unpack what's really going wrong – and what genuine AI maturity looks like in customer service. If your organization has launched an AI chatbot and wondered why nothing has really changed, this one's for you.

Main Description

Most enterprise Gen AI pilots don't fail because of bad technology; they fail because of everything surrounding it. Hideki Hashimura of redk shares a no-nonsense breakdown of where organizations go wrong and how to build AI-powered customer service that actually scales.

The isolation problem: Most AI deployments are siloed – a chatbot here, a translation tool there – with no contextual learning or connection to wider service processes, which kills ROI before it starts.

AI maturity is an org problem, not a tech problem: True readiness means aligning people, process, and technology together. Agents are evolving into service architects, and closing that skills gap is the most critical step leaders are currently missing.

False positives are everywhere: Deploying an AI bot that handles surface-level queries isn't transformation. If customers still can't change a flight or request a refund, the foundation underneath the bot simply isn't built.

Pilot success must be tied to business KPIs: Define your north star metrics first – NPS, resolution rates, handling time – then build the pilot around impacting those specific numbers. Speed without strategic alignment is just expensive experimentation.

Find out more about redk's AI-readiness workshops here.
For more Customer Experience tech news visit CX Today.

Speaking with CX Today, Susan Ganeshan, CMO at Emplifi, explores why customer trust in digital community spaces is under mounting pressure, and what brands must do to course correct. As more of the customer journey takes place on community platforms like Reddit, review sites, and social channels, the stakes for getting this right have never been higher. Ganeshan draws on Emplifi’s latest consumer research with 85% of consumers saying they are willing to pay more for brands they consider authentic, and 93% saying that genuine engagement is what builds their trust in the first place.

In regard to AI transparency, Emplifi’s recent report found that disclosure has become a non-negotiable for today’s shoppers. Ganeshan highlights that 91% of consumers now expect a brand to be explicit about when and how it is using AI, whether that’s responding to a community post, routing a query, or generating dynamic content on a website. For brands still treating AI-powered interactions as invisible, this represents a significant trust gap. The data suggests that consumers apply the same rigorous expectations to community spaces as they do to direct brand touchpoints, and that inconsistency across channels is one of the fastest ways to erode confidence.

Ganeshan also argues that user-generated content is a trust accelerant, where consumers are far more likely to trust images and peer reviews than polished brand photography, they want to see products in real homes, real cars, and real lives, not studio settings. Combined with the growing influence of Reddit and similar platforms, this means brands can no longer afford to be passive bystanders in the spaces where their reputation is being shaped daily. The conversation is happening whether they participate or not, and showing up authentically, with clear privacy guardrails and consistent messaging separating trusted brands from those losing ground.

Looking ahead, Ganeshan anticipates that trust will move from being a peripheral concern to a core design principle for CMOs. Governance tools and AI-powered workflows will play a growing role in helping teams identify where human intervention is needed and where automation can operate safely at scale. The brands that win, she argues, will be those that approach every community interaction with the same transparency, consistency, and accountability they bring to every other part of the customer experience.

Marketing budgets have been flat at 7.7% of company revenue — and over 40% of CMOs pushing for more are losing C-suite influence. Why? They can't prove ROI.

In this episode, Francesca Roche sits down with Marie Bahl, CMO of Uptempo, to unpack why enterprise marketing still lacks a proper system of record, how the breakdown between planning and measurement costs brands millions, and what it actually takes to earn a CFO's trust.

The pressure on marketing leaders isn't just internal — it reflects a wider industry shift. As AI reshapes how businesses operate and boards demand greater accountability across every function, marketing is being held to a standard it was never structurally built to meet. With martech stacks growing in complexity and economic headwinds forcing leaner operations, the teams that will come out ahead are those investing now in a proper data backbone — not more point solutions. The conversation is moving from "what did we spend?" to "what did we build?".

AI is already reshaping customer service, but Simon Thorpe, Director at Pegasystems, argues the biggest shift is not the technology itself. It is the rise in customer expectations and the pressure on CX teams to deliver consistent outcomes, fast. In this CX Today interview, Thorpe explains why many organisations are treating service as a strategic battleground, tied directly to retention, churn reduction, and trust.

Thorpe warns against the idea that AI is a silver bullet. If businesses layer automation on top of broken journeys and fragmented workflows, they will frustrate customers more quickly, not less. The focus, he says, should be on strong foundations: governance, transparency, auditability, and AI that is connected to real processes so leaders can explain what happened, when, and why. That matters even more in regulated enterprise environments where trust is non-negotiable.

Don’t miss the full interview for a practical take on building trustworthy, outcome-driven AI in CX.

CFOs are scrutinising every CX investment, and “better CSAT” rarely cuts through. In this CX Today interview, Rob Wilkinson sits down with Matt Clare, VP Product Marketing at UJET, to unpack how CX leaders can translate customer conversations into outcomes finance teams actually care about: lower churn, fewer interactions, reduced cost per contact, and higher customer lifetime value.

Matt explains why traditional VoC programmes often stay trapped in silos, how conversational analytics can consolidate signals from calls, tickets, CRM, and social into a usable root cause view, and why the best CX is often the interaction that never happens. They also explore what “agentic AI” changes in practice, including AI-generated taxonomies, natural-language querying for non-technical teams, and closed-loop automation that reduces swivel-chair work while keeping humans in control when risk is high.

Customer expectations keep moving, but many enterprise CX programs still sit too far from the CEO and too far from value. In this CX Today interview, Nicole Willing speaks with Bain & Company's Jamie Cleghorn, Global Head of Customer Practice, and Eduardo Roma, Global Head of Customer Experience Transformation for Customer Strategy & Marketing Practice, about what it takes to reconnect customer experience across strategy, technology, and execution.

They unpack a practical blueprint built around a bold Customer Value Creation Plan, “transformation engines” that turn insight into action, and the culture and capabilities needed to sustain change. The conversation also explores how AI can speed up learning cycles, enable always-on customer signals, and support agentic workflows, without losing trust or the human element.

The conversation also digs into the operating mechanics: always-on customer signals, predictive learning, and agentic workflows that shorten cycles from months to days. The speakers challenge leaders to drop “call containment” thinking and design AI-supported service that feels fluid, trusted, and human.

If you are trying to move from siloed improvements to enterprise-wide growth, check out this conversation for a clear look at the mindset shifts, operating model changes, and day-to-day mechanisms that make CX transformation stick.

Autonomous AI is moving from “interesting” to operational, but CX leaders are still balancing excitement with real anxiety about risk, compliance, and quality.

In this interview, Karthik Suri, Chief Product Officer at Sprinklr, breaks down what it takes to make AI agents precise, predictable, and trustworthy, and why governance is the new battleground. He shares how Sprinklr’s Spring 26 release focuses on calibration, longitudinal context, and large-scale testing to improve resolution outcomes while keeping leaders firmly in control.

For more Customer Experience tech news visit https://www.cxtoday.com

In this UC Today interview, host Kristian McCann speaks with Simon Peters, Director of Channel Sales at Smarsh, to unpack the company’s latest innovations in digital communications governance, its incorporation of CallCabinet, and what that means for partners and customers worldwide.

Smarsh is a global leader in digital communication capture, archiving, and compliance, empowering organizations to manage voice, text, and social interactions securely and intelligently across platforms like Microsoft Teams, Zoom, Cisco, RingCentral, and 8x8.

Simon discusses how Smarsh is transforming compliance from a traditional box-ticking exercise into a strategic, AI-driven advantage - one that helps businesses uncover insights, detect risks, and improve performance across industries ranging from financial services to contact centers and healthcare.

Listen to The Interview to Discover:

How Smarsh helps organizations move beyond simple data capture to proactive compliance and analytics.
Why unified call recording and platform-agnostic capture are critical for scaling across multi-channel environments.
How Smarsh’s acquisition of CallCabinet strengthens its unified voice capture and compliance capabilities.
The ways AI governance, data sovereignty, and supervised analytics are reshaping how businesses handle regulated communications.
What emerging technologies - including AI and machine learning - mean for the future of compliance, surveillance, and risk management.

Customer data is plentiful. Using it in the moment is the hard part. In this CX Today interview, Nicole Willing speaks with Michael Zagorsek, Chief Operating Officer at SoundHound AI, about what’s changing and why real-time decisioning is finally becoming practical across channels.

Zagorsek explains how conversational AI can support both self-serve customers and human associates, especially in retail environments where staff need fast, accurate context. He also outlines the shift from channel-specific stacks to agentic AI systems that can be deployed anywhere, with orchestration and guardrails to keep experiences coherent, safe, and production-ready.

The conversation closes with a pragmatic take for leaders: learn the technology, but prioritize robustness, privacy, and the right strategic partners before putting AI in front of customers.

For more Customer Experience tech news visit https://www.cxtoday.com

Four CX leaders get brutally honest about why organizations are drowning in customer data but still can't act on it

In this CX Today Roundtable, Associate Editor Rhys Fisher is joined by Blair Pleasant (COMMfusion), Nick Lygo-Baker (Paradigm CX), Tabitha Dunn (CX Transformation Leader), and Simon Leyland (Cloud Interact) to tackle one of CX's most persistent problems: the insight-to-action gap.

If you suspect your analytics stack is working harder than your organization is actually using it, this conversation is essential viewing.

Most CX teams aren't short of data; they're short of the ability to do anything meaningful with it.

Four industry leaders dissect exactly where the breakdown happens and why AI often accelerates the problem rather than solving it.

The wallpaper dashboard problem: Simon Leyland describes supervisors cycling through 12+ tabs, making decisions on six-week-old data, and analytics too unusable to trust.

Measuring the wrong things: Nick Lygo-Baker argues VoC programmes are built around business journeys, not customer goals – collecting feedback that was never going to answer the right questions.

AI without trust is just faster noise: Blair Pleasant and Tabitha Dunn explore why agents fear AI tools and why skipping root cause analysis means optimizing for the wrong outcomes.

The metrics that need to go: Tabitha makes the case for retiring NPS and CSAT in favor of measuring tangible, year-over-year experience improvements.

Next Steps

Audit your dashboards: are they driving decisions, or have they become wallpaper?

Ask your frontline team whether they trust the tools they're given.

Subscribe to CX Today for more roundtable discussions from across the CX space.

In this CX Today interview, Nicole Willing speaks with Steve Blood, VP of Market Intelligence at Five9, about how AI is evolving into the connective layer across the modern contact center.

As organizations move beyond disconnected tools, Steve explains how combining AI with a unified CX platform enables real-time insights, smarter routing, and more personalized customer interactions. By bringing together interaction data, operational data, and customer history, enterprises can gain deeper context and make faster, more informed decisions.

The conversation explores how AI-driven systems analyze customer intent and sentiment in real time, enabling dynamic routing, immediate coaching insights, and continuous optimization across the entire customer journey. Steve also discusses how AI is augmenting agents with real-time guidance, helping them deliver better outcomes while reducing burnout.

Watch the full conversation to learn how to unlock real-time insights, empower agents, and deliver more connected, intelligent customer experiences.

For more Customer Experience tech news visit https://www.cxtoday.com

Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications, to explore why customer journeys break down in real enterprises—not because of channels, but because backend systems aren’t interconnected and critical context gets lost. Gaurav unpacks the “customer journey black hole,” explains why AI pilots are creating POC fatigue, and outlines the need for an “AI operating system” that connects systems, restores context, and enables multi-agent coordination.

The conversation also covers what true “journey completion” means operationally (relevant context, low latency, and strong guardrails), how AI agents differ from bots and IVR, where TX Hub fits in the enterprise architecture as an orchestration layer on top of the contact center ACD, and why governance controls like audit trails and compliance are non‑negotiable as AI starts taking action across systems.

Community platforms have come a long way from siloed, one-off research tools – and the next evolution may be closer than you think.

CX Today sits down with Kimberly Bastoni, Chief Go-To Market Officer at Alida, to explore the three generations of community platforms, what enterprise customers expect today, and how AI and automation are set to fundamentally reshape how brands gather and act on customer insight.

From fragmented toolsets to unified intelligence platforms, Kimberly shares what enterprise leaders need to do right now to stay ahead — and why the research industry as we know it is about to change dramatically.

AI is already changing the contact centre from a transaction factory into a hub for complex problem solving. In this CX Today roundtable, Rob Wilkinson is joined by Martin Teasdale (Team Leader Community), Steve Morrell (Contact Babel), Sangeetha Rai (Barasch and McGarry), and Rebecca Wetteman (Valoir) to unpack what that shift does to the metrics leaders rely on.

The panel explores why legacy KPIs like average handling time (AHT) start to mislead when AI takes the simple work and leaves agents with emotional, high-stakes interactions. They also discuss what leaders should measure instead, how to avoid agent burnout, and why AI tools only work when agents trust them in real customer moments.

In this special UC Today interview, host Kristian McCann sits down with Gnosoulla Tsioupra‑Lewis, Chief People & Culture Officer at Arc Network—the organization behind HR Tech Europe. Together, they explore how AI is transforming HR leadership, workforce design, and culture across Europe. If you’re leading change, reimagining your employee strategy, or heading to HR Tech Europe 2026 in Amsterdam, this discussion offers unmissable insights from one of the event’s central voices.

Tsioupra‑Lewis shares a first-hand perspective on the tensions shaping today’s people function and how HR Tech Europe is helping practitioners move from inspiration to application.

Key takeaways from the conversation:
🔵 Why “speed vs readiness” has become HR’s defining tension in 2026—and how leaders can strike the right balance.
🔵 How AI is shifting from theory to real-world impact, transforming workflows and redefining trust and capability.
🔵 The evolving role of CHROs as “ambiguity absorbers” navigating complexity with confidence.
🔵 What makes HR Tech Europe unique—deep practitioner exchange, transparent storytelling, and focus on real results, not just ideas.

If you’re attending HR Tech Europe this April, connect with UC Today on-site to share your perspective.

For more insights on the future of work, subscribe to UC Today, and to explore our HR Tech Europe coverage leading up to the event visit https://www.uctoday.com/

Zeus Keravala breaks down why the FCC's bold new ruling is less of a compliance headache and more of a long-overdue wake-up call for enterprise CX.

In this discussion, Associate Editor Rhys Fisher sits down with Zeus Keravala, Principal Analyst at ZK Research, to unpack the FCC's proposed rules targeting offshore call center operations.

The new regulation would require companies to disclose when calls are handled offshore, mandate domestic agent transfer options upon request, and introduce tighter data accountability standards.

With 8x8 CEO Sam Wilson already weighing in publicly, the industry is paying close attention — and Keravala doesn't hold back on what it really means for CX leaders, IT teams, and the global BPO economy.

The FCC's new offshore call center proposal isa labor, data security, national security, and customer experience story all rolled into one.

Zeus Keravala rates its significance an 8 or 9 out of 10, and here's why:

🔴 AI as the great equalizer: Re-onshoring raises costs, but AI-powered tools — from real-time language translation to virtual agents handling high-volume, low-complexity calls — could offset those costs significantly, potentially making domestic operations economically viable.
🔴 Compliance belongs to IT now: Keravala argues that IT pros, not legal teams, are best positioned to own compliance here — using AI-driven PII redaction, automated call volume tracking, and smart routing to hit regulatory caps without the manual overhead.
🔴 Unified stacks get a tailwind: Vendors like 8x8 have been pitching integrated UCaaS/CCaaS platforms as the cleaner architectural answer, and this regulation could accelerate that consolidation — particularly for mid-market contact centers.
🔴 Global economic ripple effects: Countries that rely heavily on BPO contracts as a primary economic driver stand to feel the impact, though Keravala notes that the rise of AI-handled interactions may have been shifting that landscape regardless.

For more Customer Experience tech news visit https://www.cxtoday.com

In this CX Today interview, the Vodafone and Teleperformance veteran explains why “contact” increasingly signals failure in a world where customers expect digital self service to work. When something breaks, it’s no longer an admin query. It’s a problem to fix fast.

Ross maps a simple but powerful chain leaders can take to the board: degraded service equals failure, failure drives customer effort, effort creates frustration, and frustration drives churn. That link matters because the cost of always on availability is visible immediately, but the cost of poor service shows up later as revenue leakage.

He also highlights the people impact. Peaks in demand during incidents pile pressure onto agents and customers alike, and the fallout can include the churn of tenured customers and tenured agents. Lose experienced agents and you lose operational knowledge, which makes repeat failure more likely.

To keep service investment honest, Ross shares four metrics he’d include on a monthly board slide, and calls for CFO and CMO alignment around Lifetime Value and retention.

From hidden fan bases to agentic AI campaigns, Amperity’s Derek Slager reveals how Amperity is rewiring how sports teams, and every bran, act on customer data in real time.

Introduction: In this discussion, host and Associate Editor Rhys Fisher sits down with Derek Slager, Co-Founder and CTO of Amperity, to unpack the uncomfortable truth about fan engagement in professional sports: most teams are sitting on fragmented, incomplete data — and it's costing them.

With the NFL draft on the horizon and agentic AI reshaping what's possible in marketing, this conversation is essential viewing for anyone serious about closing the gap between data collection and real-time customer action.

Main Description: The Seattle Seahawks discovered 5,000 fans they didn't know existed. Sound far-fetched? Derek Slager says it's more common than you'd think, and the reason is simpler than you'd expect.

The fragmented data problem: NFL teams often have single-digit data teams juggling 20+ disconnected systems — ticketing, POS, merchandise, social — with no unified fan view.

What "holistic" actually means: Amperity defines it as stitching together every touchpoint across the full fan lifecycle, from pre-game engagement to post-event merchandise follow-ups.

CDPs as systems of intelligence: Slager breaks down how Amperity's new Customer Data Agent moves beyond data storage to real-time campaign generation — strategy, analysis, and execution in one motion.

The universal lesson: Whether you're an NFL franchise or a retail brand, the advice is the same — stop theorising, start doing. The teams getting AI value today are the ones willing to go first.

Next Steps:

🔗 Explore Amperity's Customer Data Agent at amperity.com

📖 Read more CX + AI coverage at cxtoday.com

💬 Share this with your data or marketing team and ask: "Do we actually have a unified customer view?"

👍 Like and subscribe to CX Today for weekly expert conversations

In this CX Today interview, host Nicole Willing speaks with Barbara Dondiego, CEO of AVOXI, about how voice AI and the shift to virtual, software-based voice infrastructure are transforming contact centers.

The conversation covers what’s happening behind the hype – why most organizations are still only using AI in 5–10% of real-world deployments today, which use cases are working, like simple call containment and reservations, and how the agent role is evolving from admin-heavy work to outcome-based performance tied to CSAT, revenue, and complex problem-solving.

You’ll also hear practical guidance on how to build a platform-neutral voice and CCaaS stack that can integrate your CRM, contact center platform, and best-of-breed AI tools, without locking yourself into one vendor as the market changes.

In this CX Today conversation, Nicole Willing speaks with Keith Wilson, Executive Director of Product Management for Customer Experience at CSG, about why fragmentation isn’t a technology failure, but a coordination problem, and how leading organisations are fixing it without starting over.

From interoperability and real-time decisioning to journey orchestration and AI-assisted collaboration, this is a practical look at how enterprises move from siloed systems to connected, outcome-driven experiences.

What you’ll take away:

The early warning signs of CX breakdown, from declining engagement to journey abandonment
Why “rip and replace” transformation strategies often create more complexity, not less
What true interoperability looks like, and why speed matters as much as integration
The difference between connected systems and genuinely connected customer experiences
How orchestration enables incremental change that delivers measurable impact over time
Why personalisation must operate at the individual level, not in segments
How AI is reshaping collaboration between CX and IT teams

Who should watch?:

Chief Customer Officers and Heads of CX tackling fragmented journeys and disengagement
CIOs and IT leaders responsible for integrating complex CX stacks
Contact Centre and Operations leaders focused on reducing effort and improving resolution
Digital and transformation leaders embedding AI into customer experience strategies

If your CX strategy still relies on adding more tools instead of connecting what you already have, this conversation offers a clear, practical path to reducing complexity, improving journeys, and delivering measurable results within months.

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.

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.

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.

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.

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.”

If you think you understand what customers expect in 2026… this conversation might surprise you.

In this episode, Rob Wilkinson sits down with customer service and experience expert Shep Hyken to unpack insights from his State of Customer Service and CX 2026 report - and some of the findings challenge long-held assumptions about what actually drives loyalty.

They explore what customers say matters most right now, including why product quality can outweigh service, why convenience often beats friendliness, and why rudeness or apathy is a fast track to churn. They also tackle channel preferences: despite the continued push toward self-service, many customers still want to speak to a human on the phone when the issue is serious.

The conversation also explores a channel reality many teams can’t ignore. Even with the push toward automation and self-service, a significant share of customers still want to pick up the phone when the problem is serious.

With AI dominating the CX agenda, Hyken keeps the focus where it belongs: how customers perceive change, not just how organisations want to operate.

If you lead CX, contact centre operations, or digital service strategy, this interview is a grounded reset on what will actually move the needle in 2026.

Simon Leyland on $50k MDF, agentic AI in the contact center, and why “bold and fast” is the only strategy that makes sense in 2026.

In this discussion, Associate Editor Rhys Fisher sits down with Simon Leyland, CEO and Co-Founder of CloudInteract – one of the UK's leading Advanced AWS Partners, built entirely around Amazon Connect.

With AWS putting up to $75k in Marketing Development Funds on the table for Connect implementations and new Agentic AI specialization categories, there's never been a more urgent moment to ask: is the traditional contact center industry running out of time?

Simon doesn't hold back.

In this candid conversation, Simon argues that the contact center industry is at the same inflection point newspapers hit in 2010 – and that the companies failing to move now will find themselves playing catch-up against competitors running AI agents around the clock.

Key Takeaways Include:

🔴 Why AWS is still being overlooked: even by large enterprises already spending millions with AWS on core infrastructure, Amazon Connect isn't on the radar. Simon explains the organizational disconnect driving that blind spot.

🔴 The 60-70% figure, explained: CloudInteract analyzed thousands of real calls and consistently found 60-70% are simple interactions. Simon breaks down what it takes to get from the industry's current ~10% automation rate to that ceiling.

🔴 Agentic AI vs. bots: technologically similar, but the stakes are entirely different when there's a customer on the end of the line in real time. Simon unpacks the guardrails, data requirements, and human change management piece that makes or breaks a deployment.

For more Customer Experience tech news visit https://www.cxtoday.com

A recent Gartner report suggests that by 2030, generative AI could cost more per customer interaction than a live human agent. What does that mean for small and midsize businesses?

In this episode of CX Today, Francesca Roche speaks with Nathan Strum, CEO of Abbey Connect, about how SMBs should rethink automation budgets, customer journeys, and long term growth strategies. Instead of focusing only on cost reduction, Nathan outlines a rebalancing approach that starts with human systems and works backward to apply AI where it adds value.

For more Customer Experience tech news visit https://www.cxtoday.com

Rhys Fisher, Associate Editor at CX Today, sits down with Kevin McGachy, Head of Solutions at Sabio, to cut through the AI noise that's plaguing contact centers.

If you're tired of flashy AI demos that promise the world but deliver generic chatbots, this conversation is your reality check.

Kevin breaks down the costly mistakes organizations make when racing to deploy AI, why voice is still king despite the digital self-service push, and how outcome-based strategies can protect you from vendor lock-in and wasted investment.

This isn't another AI hype session; it's a practical roadmap for CX leaders who need results, not regrets.

In this frank discussion, McGachy exposes the pressure-driven mistakes that are costing organizations time, money, and competitive advantage:

• The ROI Trap: Why building business cases solely around cost reduction creates friction and misses the real value of AI – like addressing high attrition through “zero human impact” automation that doesn't eliminate jobs

• Technology-Agnostic Design: How to avoid vendor lock-in by designing systems that can swap between LLMs (Gemini, GPT, etc.) based on performance and cost, rather than betting everything on today's ‘winning’ model

• Voice's Staying Power: Why customers still prefer voice for urgent or emotional issues – and how modern conversational AI creates fluid, human-like experiences that adapt in real-time versus rigid IVR decision trees

• Outcome-Based Pricing: Sabio's approach to only charging clients when AI successfully resolves customer interactions, eliminating the risk of paying for underwhelming results

AI may be everywhere in customer experience, but according to Bloomreach CEO and Co-Founder Raj De Datta, much of it still falls short of delivering real business impact.

Speaking to CX Today, De Datta reflected on Bloomreach’s recent milestone of surpassing $260 million in annual recurring revenue, a result he attributes largely to the company’s AI-native approach and the evolution of its Loomi AI platform.

Rather than treating AI as an add-on, Bloomreach has embedded it directly into the mechanics of personalization, campaign execution, and product discovery.

De Datta warned that many organizations rush to introduce AI without rethinking the workflows underneath:

“When you go bolt on AI to an otherwise pre-existing workflow with very little change or a pre-existing system, it’s not that it doesn’t work, it’s just that it doesn’t add that much value.”

Simple use cases, such as AI-generated copy suggestions, can add incremental value, but rarely move the needle on revenue or efficiency.

The conversation also explored the rise of agentic commerce and what it means in practice, with De Datta outlining three emerging models, from AI-led research conducted through conversational agents; to on-site conversational experiences; and finally, fully agent-driven purchasing.

While much of the industry is focused on the end state, he suggested most near-term value will come from the first two.

Looking ahead, De Datta advised CX leaders to focus on discoverability in conversational channels, invest in AI-native customer communication platforms, and apply AI to operational tasks that free up teams to focus on higher-value work.

As AI becomes a primary interface rather than a background tool, the pressure on CX teams to get this right is only increasing.

In an era where data breaches are daily headlines, how a company handles a mistake matters more than the mistake itself. Brad Anderson, President of Product Engineering and Security at Qualtrics argues that “radical transparency” is the only way to survive a security misstep.

In this interview with Nicole Willing, Anderson warns against the common corporate instinct to minimize the impact of a breach (“only a small number of users affected”) before having the facts.

He explains that modern trust is built on clarity: telling customers exactly what happened, who was affected, and what is being done to fix it. If a brand cannot prove it is protecting data, it cannot build loyalty.

Beyond crisis management, Anderson details how to build trust proactively by using AI to detect “digital frustration” signals—like rage-tapping—and intervening to help customers before they abandon the brand. There is a clear difference between AI “science projects” and AI that actually solves problems, Anderson argues, making the case that leaders must shift focus to “pragmatic AI” tools that actively close feedback loops and repair broken journeys in real-time.

Don’t miss this conversation on the critical trust barrier for enterprise AI adoption, and the rise of AI-enabled “synthetic research” to cut insight time from weeks to hours.

For more Customer Experience tech news visit https://www.cxtoday.com

Francesca Roche sits down with Sarah Bruno, a Partner in the Emerging Technologies Group at Reed Smith, to discuss the recent investigative sweep by California’s Attorney General targeting retail, grocery, and hotel sectors for their use of consumer data in surveillance pricing.

Sarah Bruno explains that the sweep focuses on how companies use algorithms to set individualized prices based on personal and non-personal data that consumers may not anticipate is being collected. She highlights why these sectors are targeted, given their broad consumer base and the variety of data collected both online and offline.

The discussion covers the complexity of compliance. Bruno emphasizes the importance of transparency and human oversight in algorithmic pricing to avoid misleading, unfair, or discriminatory outcomes. She notes that algorithmic pricing can unintentionally lead to discriminatory effects based on data patterns, rather than company intent, and stresses the role of disclosure to maintain customer trust.

Bruno considers how this California sweep could set a precedent for other states, influencing how businesses across the U.S. approach personalized pricing, loyalty programs, and CX transparency. She underscores that companies may need to adapt their data collection, notice, and transparency practices to align with evolving regulatory expectations while preserving customer engagement.

Ali Sarrafi, CEO and Founder of Kovant, explains why public AI agent platforms expose credentials, lack controls, and attract bad actors.

Thanks for watching, if you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our LinkedIn pages.

For more Customer Experience tech news visit https://www.cxtoday.com

Customers don’t complain in private anymore. They post. They tag. They amplify. And they expect a response before the next refresh.

In this CX Today conversation, Rob Wilkinson speaks with Anish Singal, VP of Product Management at Sprinklr, about why “control” is the wrong goal for modern CX, and what it really means to command the moment instead.

From AI signal detection and cross-functional war rooms to predictive analytics and governance at speed, this is a grounded discussion about how brands move from reactive firefighting to outcome-driven social CX.

What you’ll take away:

Why control breaks at the speed of social, and what “command” really means in practice
How one social signal can escalate into reputational and revenue risk, and how to contain it early
Where AI shifts CX from reactive reporting to predictive action
How to embed governance without slowing teams down
The three rules modern social CX leaders follow: understand meaning, measure outcomes, empower action
Why employee experience is the foundation of sustainable, high-speed customer experience

Who should watch?:

Chief Customer Officers, Heads of CX, and Contact Centre Directors navigating social-first service
CMOs and digital leaders managing brand reputation in real time
CIOs and transformation leaders embedding AI into service workflows
Risk, compliance, and governance teams responsible for brand integrity at scale

If your teams are still trying to contain conversations instead of leading them, this discussion offers a practical blueprint for building readiness, accountability, and measurable impact in 2026 and beyond.

Human in the loop is quickly moving from an AI buzzword to a real operating requirement for customer experience teams.

In this episode of Human in the Loop, we dig into what AI oversight means in practice, and why it is reshaping contact center skills, hiring, and escalation design. CX Today speaks with Martyn Redstone, Founder at GenAssess, about the skills that matter most as AI agents take on more routine customer queries. We also explore the implications of AI regulation, including the EU AI Act, and why “who owns the escalation” is becoming a leadership-level question.

In this conversation, we cover:

How human oversight is showing up in AI regulation
Why escalations get harder when AI tries first
What skills-based hiring looks like in an AI-augmented contact center
Why critical thinking and AI literacy are now essential agent skills
How to build a feedback loop that improves automation over time

Sumant Mauskar explains how AI-powered voice fraud is attacking contact centers at scale, why the NICE integration matters, and what bi-directional trust really means

Contact centers have an AI problem, and asking agents if calls "sound weird" isn't going to fix it.

According to Sumant Mauskar, Global Partners SVP at Pindrop, humans can detect video deepfakes around 60% of the time. For audio? That drops to 35%. As synthetic voice quality improves daily, traditional fraud detection methods are failing at exactly the moment fraudsters are scaling up attacks.

"You need good AI to fight bad AI," Mauskar says.

He points to a retail client that discovered AI bots requesting $21 returns across thousands of calls. Each amount sat below agent authorization thresholds, so the money went out without question. Death by a thousand cuts.

Pindrop's recent native integration with NICE CX One addresses this by analyzing calls in real time without adding customer friction. The system processes voice alongside metadata, providing agents with simple red, yellow, or green risk indicators based on multifactor analysis.

"We get a copy of the call, process it, and pass information back to NICE," Mauskar explains. "The customer experience doesn't change at all."

But the bigger challenge is coming. As legitimate AI agents start calling contact centers on behalf of customers, CX leaders will need to distinguish between good synthetic voices and bad ones. Mauskar calls this bi-directional trust, and believes the window to prepare is closing fast.

For contact centers still relying on knowledge-based authentication and human intuition, the data tells a different story. The fraudsters are already inside.

In this interview with Paul Vezelis, Co-Founder and CEO of Traxlo, we explore how the platform’s pay-per-task model is reshaping retail operations, diving into operational innovation, workforce flexibility, and customer experience in modern retail.

Traxlo connects thousands of gig workers with retailers to complete specific operational tasks like shelf replenishment, inventory checks, and online order picking, ensuring consistent execution that supports both customer and employee experiences.

Paul explains how the model works in practice, the advantages it offers over traditional staffing, and the results seen by retailers and shoppers.

The discussion also covers Traxlo’s plans to integrate AI through its tasku.ai engine, using large language models and computer vision to automate task creation, verify completion, and expand the types of tasks that can be managed efficiently, sharing his perspective on why 2026 could be a turning point for retail and warehouse labor as AI and robotics reshape the industry.

In this interview, he explains why service is slipping despite heavy investment, where AI helps (and where it doesn’t), and the practical steps leaders can take to rebuild CSX from the frontline up.

Alex Mead delivers a timely reality check: despite all the investment in journey mapping, NPS and “CX programmes,” the day-to-day service experience is getting worse. In this interview, he argues that “customer experience” has become a catch‑all that too often blurs brand and marketing with the operational discipline that really shapes loyalty: customer service experience (CSX).

Mead also challenges the “silver bullet” mindset around AI. GenAI can absolutely raise the bar, he says, but only when organisations have a clear CSX vision, strong foundations (data, knowledge and processes), and leaders who genuinely walk in the shoes of customers and employees. He makes the case for empowering frontline teams, modernising contact centre knowledge in real time, and bringing back practical, accountable service leadership to cut through what he calls the “tide of CX nonsense.”

If you want a grounded view on what’s broken in CX (and what to fix first) this is one to watch.

When headlines scream "data leak" but companies claim "no breach," customers are left confused—and trust takes a hit. In this CX Today interview, Ron Zayas, CEO of Ironwall by Incogni, explains why a recent Instagram incident is a wake-up call for CX leaders, arguing that technical security definitions often miss the reality of "cumulative risk."

Zayas delivers a stark warning: risk is no longer just about stolen passwords. He explains how aggregated identity data—even without a confirmed system breach—allows bad actors to build detailed profiles for phishing and impersonation. He compares holding customer data to a bank holding money: if a bank is careless with security, customers will withdraw their assets regardless of whether their specific dollar was stolen.

The conversation also covers the critical role of crisis communication. Zayas advises leaders to resist the urge to downplay incidents or hide behind legal technicalities. Instead, he advocates for treating data like currency, minimizing third-party sharing, and offering customers concrete, practical advice when their data is exposed.

If you want to understand why privacy is the new loyalty driver—and how to communicate effectively when the worst happens—tune in to this conversation.

In this CX Today interview, Associate Editor, Rhys Fisher, speaks with Sundeep Boughan, Director of Sales Engineering at Puzzel, to unpack findings from the company's latest State of the Contact Centre report.

With 1,500+ contact center professionals surveyed, they cut through the AI hype to explore what “AI readiness” truly means, how conversational intelligence is driving real ROI, and why copilots and agentic AI are reshaping the future of the agent experience.

If you’re navigating AI investments in your contact center, this is a must-watch.

Main Description:

AI isn’t a silver bullet anymore – it’s about outcomes. Sundeep shares practical lessons from the field and what separates pilots from real impact.

You’ll learn:

Why 85% feel “ready” for AI but only 34% are truly prepared (hint: it’s data + customer readiness)

How conversation analytics reveals hidden intent and silent pain points

Why copilots are delivering fast wins with summaries, knowledge surfacing & onboarding

What agentic AI means for automation, outcomes, and the future role of agents

Next steps:

Download the report, audit your data quality, map quick-win use cases, and pilot copilots where agent fatigue is highest.

In this CX Today interview, Valoir Principal Rebecca Wettemann explains why time-based metrics like AHT and FCR need a rethink—and what leaders should measure instead, from outcome quality and AI-to-human handoffs to agent trust, coaching, and retention.

Contact centers are racing toward “always-on” service, but Rebecca Wettemann, Principal at Valoir, argues many teams are modernizing with the wrong scorecard. In this CX Today interview with Rob Wilkinson, she explains why legacy, time-based metrics like AHT and FCR were designed for a human-only world—and how AI changes the game when 70–80% of initial enquiries can be automated.

Wettemann unpacks what leaders should measure instead: quality of outcomes, AI-to-human handoff success, effective escalation (knowing when the bot can’t help and handing over with a clear summary), and whether agents actually trust and use AI coaching.

She also explores the hidden impact of misaligned incentives on agent stress and retention and how AI can flip performance management from “big brother” monitoring to scalable recognition and support.

In this discussion, CX Today’s Rhys Fisher speaks with Jim Eckes, Founder of TieTechnology, about the growing backlash against AI-first customer service strategies.

With Amazon layoffs and rushed automation dominating headlines, Jim shares why many AI rollouts are failing, how companies are skipping critical CX foundations, and what businesses should do before replacing people with bots

If you care about customer loyalty, personalization, and smart tech investments, this is a must-watch.

AI isn’t a silver bullet – and forcing it into broken CX systems might be doing more harm than good. Jim Eckes breaks down why layoffs tied to automation often mask deeper operational issues and why customers still crave human connection.

In this conversation:

Why “AI for AI’s sake” is causing failed CX transformations

The real reason layoffs don’t fix customer service problems

How CRM + phone integration can outperform expensive AI tools

Where AI actually does make sense once foundations are fixed

Next steps:
Audit your current customer journey → Fix broken processes → Integrate your data → Then layer in AI strategically.

Watch now and rethink your automation roadmap.

Rhys Fisher sits down with James Hughes, VP of Solutions at Sabio, to explore what’s really happening behind the scenes of AI’s rapid rise in the contact center world.

With more than two decades of industry experience, James brings a clear, grounded perspective on where AI creates true business value. Together, they dig into the financial impact, the operational challenges, and why most organizations still struggle to turn AI hype into real transformation.

AI is reshaping nearly every part of the enterprise, but in the contact center, it’s unlocking one of the biggest competitive advantages James Hughes has seen in 25 years.

In this candid conversation, Rhys and James unpack the gap between AI’s promises and its real-world execution – from feature overload and platform migrations to the rising trend of buyers’ regret.

James also reveals Sabio’s outcomes-based AI model and walks through their Inform, Transform, Perform framework, designed to help CX leaders cut through noise and focus on measurable business results.

Key discussion points:

Why companies can now decouple CX costs from revenue more effectively than ever
How AI deployments fail when organizations chase features instead of transformation
Sabio’s outcomes-based AI model: customers only pay when value is proven
The blurry line between helpful personalization and intrusive data use

Identify your top three AI use cases that can deliver meaningful ROI.

Start with a data-led “Inform” assessment before making technology decisions.

Explore outcomes-based AI models to reduce organizational risk.

Subscribe to CX Today for more interviews with CX innovators.

Find out why leaders are rushing into AI under pressure from boards, competitors, and vendors, often without truly understanding how it works or putting the right guardrails in place. Adrian explains how agentic AI and highly interconnected cloud systems are driving up complexity, risk, and consumer concern around data security and privacy.

From there, they get practical: what third-party AI risk actually means, why customers always blame the brand (not the vendor), and how things typically go wrong inside organisations – from broken workflows to poor communication when incidents happen. Adrian shares key questions to ask vendors about data, governance, and model performance, as well as how CX leaders can work more effectively with security, procurement, finance, and legal.

He closes with a powerful challenge: stop acting like the “hare” chasing AI hype – and start winning like the “tortoise” with a slower, more deliberate, trust-first approach.

If you’re considering AI in your CX stack, this is 30+ minutes you can’t afford to skip.

Waiting on hold has become a cultural meme for a reason. People now experience “instant” everywhere else, food deliveries, banking, streaming. So when support asks them to wait, it doesn’t feel normal. It feels like outdated plumbing.

In this CX Today video, Rob Wilkinson sits down with Nuri Goj, Director of Platform Architecture for Zendesk Contact Center, to unpack what’s really happening inside the queue. From repeat contacts and KPI trade-offs to agent burnout and “AI theatre”, this is a grounded conversation about what it takes to remove uncertainty and reduce avoidable demand.

What you’ll take away:

Why hold time isn’t neutral, it creates churn, repeat calls, and public complaints
The hidden cost of “queue economics”: staffing spikes, escalations, and conflicting KPIs
Why customers arrive to agents looking for justice, not help, and what that does to frontline teams
Where “zero wait” works best (high-volume, repeatable intents) and where it needs human judgement
The difference between bolt-on bots, hyperscaler DIY, and integrated service AI
Why integration is the line between a helpful conversation and a resolved issue

Who should watch

Heads of CX, Contact Centre Directors, COOs, and Customer Success leaders
IT and digital leaders responsible for service platforms, data, and governance
CX marketing and ops teams looking to reduce repeat work and improve resolution

In this interview, Kristian McCann speaks with Lathan Lewis, Head of Products at Tango Networks, about a challenge every IT leader faces: keeping communications online without overspending.

Throughout the talk, Lewis unpacks how companies can ditch dual UC platforms and aging copper lines - and still achieve flawless business continuity.

Key takeaways:

Why maintaining duplicate UC platforms and legacy POTS lines drains budgets and resources.
How “Mobile Network as a Service” enables real-time continuity - even if your UC platform suffers an outage.
Practical steps to replace aging analog infrastructure with VoIP or cellular-powered alternatives.
How mobility integration enhances security, efficiency, and end-user experience under IT control.

Next steps:

Explore modern mobility solutions like Tango Networks’ Tango Extend to consolidate continuity across platforms.

For years, the CX industry has obsessed over deploying AI to serve customers better. But a seismic shift is already underway and most contact centers aren't prepared for it.

Customer-initiated AI agents are now making calls, placing orders, and navigating your IVR on behalf of humans. Tools like OpenAI's Operator, Google Call Assist, and Kickoff's debt negotiation service aren't coming, they're here. A large US bank recently received its first live call from a personal AI agent attempting to negotiate debt settlement. The human agent had no policy, no playbook, no idea what to do. They didn't hang up. They authenticated the AI. They negotiated. The deal closed.

This is what Wayne Kay, Regional VP of Sales Leadership EMEA at TTEC Digital, calls "the gasp moment" - the instant CX leaders realize the script has flipped. AI isn't just the tool anymore. It's becoming the customer.

In this exclusive video interview, Wayne reveals what's catching organizations off guard, why authentication methods designed for humans are failing, and what contact centers must do now to prepare for a future where the majority of inbound interactions may not be human at all.

You'll discover:

Why a major US bank's first AI customer call sent shockwaves through the industry
The three blind spots CX leaders can't afford to ignore in 2026
How to build AI customer readiness into your authentication, knowledge systems, and workflows
What "trust between machines" actually means—and why your security team needs to be at the table
TTEC Digital's approach to sandboxing AI customer scenarios before they become chaos

This isn't science fiction. It's happening on contact center floors right now. And if you're not thinking about it yet, you're already behind.

Listen to the full interview to understand the inversion - and what to do about it before your next call arrives.

In this episode of CX Today, host Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications, to explore how modern enterprises are transforming customer experience in a hyper-connected, AI-driven world. With over 26 years at Tata Communications, Gaurav brings deep insight into the evolution of customer interaction—from on-prem to cloud, from human-only workflows to human-AI collaboration. This conversation is packed with real-world perspective on how global enterprises are redesigning engagement, improving agent productivity, and building the next generation of intelligent CX platforms.

Key insights include:

How AI—voice, conversational, generative, and agentic—is reshaping customer and agent journeys.
Why enterprise CX requires unified platforms, connected data, and omnichannel orchestration.
The cultural principles behind Tata Communications’ “whatever it takes” approach to customer obsession.
The shift from traditional connectivity to a global digital ecosystem that spans cloud, IoT, security, media, and customer interaction fabrics.

To explore how your organization can overcome the customer journey black hole and create seamless, unified experiences, contact Tata Communications to learn more about their integrated CX platform capabilities.

Rhys Fisher, Associate Editor at CX Today, sits down with Scott Doherty, WFM Consultant at Sabio, to unpack how workforce management has evolved from a back-office numbers game into a strategic lever for customer experience, agent wellbeing, and business performance.

With omni-channel complexity, hybrid work, and AI now reshaping contact centres, this conversation explores what planners are really dealing with – and why the old spreadsheet model simply can’t cope anymore.

Main Description

Workforce planning is no longer about ‘hitting service levels at all costs.’ In this wide-ranging discussion, Doherty explains why modern WFM must balance technology, transparency, and human empathy – or risk burning out agents and budgets alike.

Key takeaways include:

Why omni-channel demand, social media volatility, and hybrid work have broken traditional spreadsheet-based planning

Lessons from Sabio’s WFM community days, including intraday volatility, legacy tech pain, and chat concurrency challenges

How AI should act as a co-pilot for planners – augmenting decisions, not replacing human judgment

Why agent-centric planning (micro-shifts, schedule nudges, self-service) delivers better CX and long-term ROI

Doherty also shares practical examples of how AI-driven insights, explainable forecasting, and real-time optimization can elevate planners from queue-fighters to strategic storytellers.

Next steps:

Review whether your WFM tools support explainability and planner override

Involve operations teams earlier in technology decisions

Pilot agent-friendly initiatives like micro-shifts or real-time schedule nudges

Reframe WFM KPIs to balance efficiency, empathy, and experience

Steve Blood, VP of Market Intelligence at Five9, exposes the hidden dangers lurking within legacy contact center systems. While many CX leaders view modernization as daunting, Blood argues that standing still is actually the most expensive decision you can make.

Blood reveals how on-premises platforms are quietly draining value through lost customer insights, agent frustration, and missed personalization opportunities—what he calls the "hidden cost of the unknown." More critically, he unpacks why the upcoming EU AI Act in 2026 will force organizations to rethink their entire technology strategy or face massive fines.

Blood doesn't just outline the problems; he offers a pragmatic roadmap for moving from legacy to AI-first without the "big bang" risks. From building a credible business case that unites IT and CX leaders to empowering agents as AI supervisors, this conversation is packed with actionable advice.

If you're debating whether to modernize now or wait, this interview explains why the window for waiting is closing fast—and how to make your move with confidence.

Watch now to discover why the future of CX belongs to the bold, not the comfortable.

Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. When something breaks, customers feel it immediately, but no one has a single end-to-end view of what's actually happening. The result? Blind spots, finger-pointing, and resolution times that damage both revenue and reputation.

In this conversation, CX Evangelist Luke Jamieson from Operata breaks down how CX Observability transforms the daily reality for operations teams—moving them from reactive firefighting to proactive control.

You'll discover why traditional monitoring tools can't answer the questions executives are now asking, how observability slashes mean time to resolution by eliminating the "ping pong effect" of service desk tickets, and why Voice AI adoption makes this capability non-negotiable. Jamieson calls out,

"If you can't see what's connecting all of those different silos together, then you are at massive risk. You put that customer experience at a huge risk and no organization can afford that right now"

Whether you're managing increasingly complex CX stacks or exploring how to protect customer experience as AI scales, this is your practical guide to regaining visibility and control.

Watch now to learn how CX Observability gives your teams the clarity they need to stop guessing and start preventing problems before customers ever feel them.

Rob Scott sits down with Jami Ferguson, VP of Product at SMG, to explore what it truly means to be an AI native organization. Far from surface-level automation, this is about structural transformation—where AI doesn't just enhance, it drives, adapts, and evolves customer experience strategy from the ground up.

If you're tired of AI hype with little delivery, this conversation will cut through the noise and show what real change looks like.

Key discussion points:

AI-native vs. AI-enhanced: Why architecture—not just features—matters.
The data dilemma: Why clean, unified data is the linchpin of AI success.
Agents in action: How real-time AI workflows boost guest recovery and CX outcomes.
Human-first AI: Why native AI enables more human experiences—not fewer.

Want to see how true AI-native platforms deliver real-time value across customer experience touchpoints?

Visit smg.com to explore the Ignite® platform in more detail.

Stay informed—subscribe to CX Today for the latest in AI, CX, and digital transformation insights.

How clarity, sovereignty, and small-model precision are reshaping AI for 2026.

In this discussion, host Rhys Fisher sits down with James Scott, Senior Solutions Engineer for North America at Diabolocom, to unpack one of the most pressing issues heading into 2026: How do we make AI truly trustworthy and measurable?

With global regulations tightening and organizations demanding clearer ROI, Scott brings a refreshingly transparent perspective on what “good AI” should look like – and why smaller, specialized models may be the future of CX.

AI is everywhere, but not every organisation knows how to make it work. In this candid interview, Diabolocom’s James Scott breaks down why so many AI deployments fall short and how clarity, sovereignty, and domain-specific models are rewriting the rules for success in customer experience.

Key Highlights:

Why clarity beats hype: AI ROI hinges on specific problem-solving, not chasing the latest trend.
Security built in, not bolted on: Diabolocom owns its entire data pipeline, enabling GDPR- and EU AI Act–aligned governance by default.
Goodbye black box AI: Smaller, specialized models reduce unpredictability, hallucinations, and compliance risk.
Measurable AI performance: Transparent decision paths, benchmarking tools, and human-in-the-loop workflows ensure leaders can trust results.
Scott also reveals how Diabolocom’s academic partnerships, open-source research, and European engineering mindset create a competitive advantage for scaling companies that can’t afford uncertainty.

CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company, to deep dive on the Webex Contact Center.

Cisco's cloud contact center platform recently featured as one of only two "Customers' Choice" CCaaS solutions in a recent Gartner Peer Insights study into the space.

But, what differentiates it?

Mitchell and Kramer unpack five of its most differentiative features, including:

Its Agent Experience Suite: From the fundamentals of auto-summaries to the uniqueness of its Burnout Detection software, Cisco's agent experience suite is not only deep, but innovative, too.
MCP and Ecosystem Integrations: Alongside embracing MCP, Cisco is rapidly building out its industry integrations, including headline collaborations with Microsoft, Salesforce, and Epic.
Thousand Eyes: Much of CCaaS is becoming commoditized. Yet, Cisco's broader suite allows it to embed differentiated features into is CCaaS solution. Thousand Eyes is an excellent example.
Proactive Messaging: Most CCaaS vendors offer proactive messaging. However, Cisco's CPaaS heritage allows it to go further and help its customers expand their outbound strategies.
CCaaS-UCaaS-CPaaS: Beyond CCaaS-CPaaS, Cisco brings UCaaS into the fold. In doing so, it enables swarming, a tool that is especially powerful in dispersed contact center environments.

Next Steps:

Dive deeper into the Cisco Webex Contact Center here: https://www.cisco.com/c/en/us/products/contact-center/index.html

Every CX leader's nightmare: the one call that went catastrophically wrong.

In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses.

What You'll Learn:

The Real Cost of CX Failures - Beyond refunds: the hidden costs of broken experiences, from team morale to regulatory fines ($14B+ annually)
Why Traditional Testing Fails - 90% of Gen AI projects are stuck in proof-of-concept because organizations can't validate they'll work with real customers
The Trust Erosion Timeline - How customer emotions cascade from frustration to abandonment in minutes
The AI Assurance Gap - Why autonomous agents raise the stakes and require entirely new approaches to testing
Real-World Impact - How healthcare providers use Cyara to prevent compliance violations when lives are literally at stake
Actionable Advice - What CX and IT leaders can do today to prevent tomorrow's disasters

Key Takeaways:

$3.8 trillion in avoidable churn due to bad CX
67% of customers abandon after just ONE poor experience
Most organizations discover failures through customer complaints—not proactive monitoring
Peak moments (Black Friday, open enrollment, holiday travel) are when brands are most vulnerable
The shift from scripted automation to agentic AI requires validation that can match autonomous systems operating 24/7
"It's not just a technology problem—it's a trust problem." – Clayton Lougée

About the Guest:

Clayton Lougée is VP of Value Consulting at Cyara, where he helps enterprise organizations build trust in every customer interaction through comprehensive CX assurance strategies.

Rhys Fisher sits down with Zac Scalzi, Director of Sales at Cobrowse, and Ian Roberts, Director of Care Operations & Technologies at Quicken Inc.

Together, they explore how visual intelligence, AI augmentation, and agent-first design are redefining digital customer support.

If you're navigating AI adoption, struggling with fragmented customer journeys, or simply want real-world proof of what next-gen support can deliver, this conversation is absolutely worth your time.

What happens when a seven-year partnership between a fintech staple and a fast-scaling tech innovator collides with the rise of AI?

Scalzi and Roberts break down the real impact of Cobrowse’s visual intelligence – on customers, on agents, and on CX strategy as a whole.

Hear how Quicken cut average handle time by over six minutes, boosted TNPS, and prepared to launch one of the most practical, grounded AI deployments in the market.

Then dive deeper into why visual context is becoming the missing link between reference-based chatbots and truly agentic AI.

Key Highlights

How Cobrowse evolved from a two-person startup to powering Fortune 100 enterprises
Quicken’s measurable gains: faster support, happier customers, and reduced agent burden
Why AI must evolve from “information lookup” to true contextual understanding
Lessons for enterprises tiptoeing into AI without breaking trust or customer experience

Explore how visual intelligence can accelerate your digital transformation

Map one customer journey and identify where contextual AI could immediately unblock friction

Subscribe to CX Today for more vendor + customer deep dives

Learn more about Cobrowse AI’s capabilities via their website or demo resources

What if the secret to CX success in 2026 isn’t more automation — but better orchestration between AI and people?

In this exclusive interview hosted by Rob Scott, Publisher at CX Today, we unpack the latest Consumer Insights Report from Transcom and explore why CX is now a core revenue driver, not just a support function. Joining the conversation are two powerhouse leaders:
🔴 Jeff Blair, Chief Growth Officer, Transcom
🔴 Cortney Jonas Burnos, VP of Digital & AI Solutions, Transcom

Together, they reveal where brands are falling short, how to close the "experience gap," and why advisory-led partnerships are helping the best companies turn contact centers into engines of growth.

👉 What stood out in this year’s CX data — and why it’s a warning sign for brands relying too much on tech.
👉 How the smartest organizations connect CX performance to revenue, loyalty, and business strategy.
👉 The three dimensions every brand should use to evaluate their BPO partner in 2026.
👉 Where AI is driving measurable results — and where companies are still getting it wrong.

Key Takeaways:
🔴 The Experience Gap is growing — and consumers are losing patience.
🔴 AI + Human orchestration beats automation alone, every time.
🔴 Strategic BPO partners should be driving innovation, not just hitting SLAs.
🔴 Trust, efficiency, and insight will be the competitive currencies of 2026.

📈 Next Steps:
Download Transcom’s CX Leaders Consumer Edition Report and discover how AI, human expertise, and smarter partnerships can transform your customer experience strategy.

Inside the AI revolution reshaping citizen service – ComputerTalk’s Kyle Birker reveals what’s driving the shift and what comes next.

In this CX Today video interview, Deputy Editor Rhys Fisher speaks with Kyle Birker, Head of Sales Operations at ComputerTalk, about the rapidly growing adoption of AI in government contact centers.

As citizens demand more convenience and availability from public services, AI is stepping in to transform how agencies respond – often under tight budgets and strict compliance needs.

Governments around the world are finally catching up to the private sector in their use of AI – but not without major hurdles.

In this insightful conversation, ComputerTalk’s Kyle Birker joins CX Today’s Rhys Fisher to explore why public agencies are under pressure to modernize and how AI is reshaping service delivery.

Key takeaways from the video:
🔴 Why surging citizen expectations are pushing government departments to adopt AI.
🔴 The real-world use cases of AI in government contact centers, from chatbots to agent assist tools.
🔴 How agencies can unlock 24/7 services while freeing staff to focus on high-impact tasks.
🔴 The triple challenge of data readiness, trust building, and regulatory compliance – and how to overcome it.

Kyle also discusses ComputerTalk’s flexible ICE platform, which allows agencies to "bring their own framework" and deploy AI at their own pace, solving critical integration and security concerns.

📢 Explore how ICE can fit your agency’s AI strategy – visit ComputerTalk's website for platform details: https://www.computer-talk.com/
🔑 Get in touch with ComputerTalk’s public sector specialists to assess your data and readiness.
🔗 Subscribe to CX Today for more expert insights on AI, contact centers, and digital government evolution.

CX Today's Charlie Mitchell sits down with Zeus Kerravala, Principal Analyst at ZK Research, to explore the CCaaS providers that are leading the pack, and those that are starting to fall behind.

However, the conversation goes deeper, with the pair also discussing:

⚖️ How to Choose the Right CCaaS Vendor for Your Business ⚖️
The pair dive into the criteria organizations should use when selecting a CCaaS provider, from ecosystem fit to referenceability. Spoiler: there’s no “one-size-fits-all” answer.

🏆 Top Performers in the CCaaS Space 🏆
From Cisco’s hybrid strengths to AWS’s pay-as-you-go model, Kerravala highlights the vendors excelling across different customer segments.

🔻 Who's Falling Behind? 🔻
Despite their size and potential, Google and Microsoft haven't yet gone all in CCaaS. Kerravala shares why these tech giants may be missing their market opportunity.

For more on the Gartner Peer Insights Voice of the Customer for CCaaS report: https://www.cxtoday.com/contact-center/gartner-peer-insights-voice-of-the-customer-for-ccaas-2025/

Dive deeper into the Cisco Webex Contact Center - the Gartner Customers' Choice platform - here: https://www.cisco.com/c/en/us/products/contact-center/index.html

Hosted by Charlie Mitchell, Head of Publication at CX Today – Customer Experience Technology News #ccaas #contactcenters #cloudcommunications

Thanks for watching! Don’t forget to SUBSCRIBE to our channel and join the discussion over on LinkedIn.

For more CX technology news, visit: https://www.cxtoday.com

CX Today's Charlie Mitchell hosts Wayne Anderson, General Manager of Digital Delivery at 2degrees.

Anderson discusses how the popular telecoms provider is advancing its contact center experiences with AI.

In doing so, he shares:

🔴 The Challenges of Implementing Contact Center Auto-Summaries 🔴

Auto-summaries are where many contact centers have started their generative AI journeys. Yet, implementations aren't always easy. Anderson shares what he's learned so far.

🤖 The Rollout of Its Contact Center Copilot 🤖

Implementing a copilot is the next step on the company's journey. As 2degrees starts to ramp up its roadmap, Anderson offers best practices to aid agents with new assistance use cases.

🤔 What's Coming Next? 🤔

2degrees plans to turn up the heat on its AI deployments, plotting out its upcoming innovations. Anderson shares what 2degrees will implement next.

The telecoms provider is a NiCE customer. For more information about NiCE's contact center solutions, visit: https://www.nice.com/

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contactcenters #copilot #NiCEiLondon

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our LinkedIn page.

For more Customer Experience tech news, visit: https://www.cxtoday.com

How Enghouse is cutting through the AI noise and contact center clutter with real-world results

In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive, to get to the heart of a pressing industry issue: the overhype of AI in customer experience.

Forget the fluff, this interview is about AI that actually works. Simon shares candid insights into why many AI projects fail to deliver, how Enghouse is solving real CX problems (like failure demand and incomplete QA), and why the goal of automation shouldn't be fewer agents, but better ones.

Tired of AI promises that don’t translate into real change? You’re not alone, and Simon Adnett from Enghouse is here to talk about it.

In this honest and practical conversation with CX Today’s Rhys Fisher, Simon explains how Enghouse helps contact centers achieve genuine business impact by focusing on AI that’s measurable, modular, and meaningful.

Highlights from the discussion:

Why “automating a broken process” is worse than doing nothing at all
How 100% interaction evaluation gives QA teams superpowers
The untapped ROI of fixing failure demand before it hits the queue
How real-time agent assist tools improve onboarding and reduce churn, without over-automating the role

Whether you’re exploring agent assist, AI-based QA, or just trying to make your CX stack smarter (not louder), this conversation gives a grounded view of what good AI really looks like in the contact center.

Next Steps

Watch the full video to hear how Enghouse customers are making AI pay off.

Download Enghouse’s latest resources to explore use cases in more detail.

Book a demo to see how Enghouse can help you achieve 100% interaction evaluation or reduce failure demand.

From data silos to strategic insights - how Puzzel’s AI-driven platform turns talk into transformation.

In this exclusive CX Today interview, Deputy Editor Rhys Fisher sits down with Jesper Jønsson, Director of Product for AI at Puzzel, to dig into the real-world power of Conversational Intelligence.

Jesper shares how this post-call analytics solution helps contact centers level up their AI maturity, drive operational efficiency, and extract value from the customer interactions hiding in plain sight

What if every conversation your agents had could become a roadmap for better CX, faster training, and smarter business strategy?

In this deep dive, Jesper Jønsson explains how Puzzel's Conversational Intelligence does just that.

Whether you're just beginning your AI journey or you're ready to scale advanced automation, the solution is designed to meet you where you are, and accelerate your growth.

Highlights include:
🔴 Automated, AI-driven insights from contact center calls to boost decision-making and reduce manual grunt work
🔴 A complete QA overhaul—say goodbye to clunky spreadsheets and hello to scalable, strategic monitoring
🔴 Real-world examples from Puzzel clients like Elevate Virtual showing how CI improves NPS, AHT, and even upselling
🔴 ‘Seven seconds to magic’: Why this post-call analytics tool is ideal for low-risk AI adoption and long-term ROI

Want to turn your contact center from a cost center into a strategic asset?
🔑 Explore more about Puzzel’s Conversational Intelligence on their website
💡 Subscribe to CX Today for more insights on AI maturity in CX
🔗 Contact Puzzel’s team for a personalized demo or success story deep dive

Watch host Christopher Carey sit down with Gaurav Anand, VP and Head of Customer Interaction Suite at Tata Communications, to explore one of the most pressing challenges in modern CX - the customer journey black hole. As enterprises strive to deliver seamless, personalized engagement across channels, Gaurav explains how data silos, disconnected systems, and inconsistent experiences threaten customer loyalty and brand value. Tune in as they discuss how unifying CPaaS and CCaaS under one intelligent platform can turn friction into fluidity and elevate the total customer experience.

Key discussion highlights:

Why customer data “disappears” - how fragmented touchpoints and siloed systems create inconsistent experiences.
The power of platform unification - merging CPaaS and CCaaS to enable omni-channel orchestration and seamless AI-to-human handoffs.
Real-world ROI - from a 25% improvement in campaign conversions to a 45% drop in return-to-origin orders, unified CX delivers measurable impact.
The road ahead - how predictive, personalized, and proactive engagement will define the next frontier of total experience.

Joseph Kelly, Solutions Architect at Miratech, shares a practical “lift and shine” mindset: transition what works, minimise disruption for agents and customers, and time change around contracts so you’re not double paying.

With CX Today’s Rhys Fisher, we break down how to phase in native features without losing the specialist tools you rely on.

Together, they unpack how enterprises can navigate the potential chaos of cloud migrations, including avoiding the common pitfalls and leveraging AI and data to drive true transformation. They also discuss why “continuous enhancement” is the secret weapon behind modern CX ecosystems.

If your organization is considering a CCaaS move or struggling with “AI for AI’s sake” watch the conversation and pressure-test your roadmap.

Rhys Fisher sits down with Will Penn, Senior Sales Engineer at Puzzel, to unpack one of the most talked-about trends in customer experience: AI co-pilots.

While many organizations jump into AI hoping for instant transformation, the reality is more complex. Will shares insights into why so many pilots fizzle out, how to lay the right data foundations, and why empathy – not just efficiency – will define the future of CX.

If you’re looking to get real ROI from AI, this conversation is a must-watch.

The CX industry is buzzing with AI promise, but most organizations aren’t unlocking its true potential.

In this insightful interview, Puzzel’s Will Penn breaks down the real reasons AI pilots fail and how leaders can reverse the trend with deliberate strategy.

Why AI projects fail fast: Fragmented data, poor foundations, and lack of precision lead to early abandonment.

The power of precision: How starting with low-friction, high-impact automations (like note taking) drives adoption.

Empathy + efficiency: Why the future isn’t bots vs. humans but a hybrid model that blends AI speed with human understanding.

Real-world success: How Puzzel’s Live Summary tool helped Help Insurance boost compliance, quality, and customer experience.

Next Steps

Audit your data foundations before launching new AI tools.
Start small: automate the tasks no one likes doing first.
Explore Puzzel’s Co-Pilot and Live Summary to boost agent performance.
Subscribe to CX Today for more expert conversations and practical insights.

🔥 How AI and automation are transforming quality assurance and redefining CX performance measurement.

In this episode, host Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, to explore how automation and AI are revolutionizing the world of contact center quality assurance (QA).

Together, they unpack what it truly means to evaluate every customer interaction — and why this shift is reshaping how organizations understand, improve, and personalize the customer experience.

Imagine if every call, chat, and customer interaction in your contact center could be automatically analyzed — not just a tiny sample, but everything.

That’s the future of QA that Fedarb discusses in this engaging conversation about the real-world impact of automation and AI in CX.

Key takeaways from this episode:
🔴 From sample to scale: Learn how AI-driven evaluation eliminates the limitations of manual scorecarding, giving teams full visibility across every interaction.
🔴 Bias-free insights: Discover how automation removes unconscious bias from QA, delivering more consistent and trustworthy results.
🔴 Real-time feedback loops: See how supervisors can identify issues in the morning, coach by lunchtime, and see measurable improvements by the afternoon.
🔴 Smarter, faster innovation: Hear how organizations are expanding beyond basic metrics — using AI to uncover hidden trends, flag critical moments, and even recommend next best actions.

Want to elevate your QA strategy?

Explore how Enghouse Interactive's automation tools can help you evaluate every customer interaction.

Subscribe to CX Today for more conversations on AI, CX, and digital transformation.

Share your biggest QA challenge in the comments — could automation be the answer?

Discover how Scorebuddy’s AI-driven QA is revolutionizing customer experience analytics — from spreadsheets to strategic insights.

Introduction

In this discussion, host Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy, to unpack how the world of Quality Assurance (QA) is being redefined by AI and conversational analytics.

Together, they explore how forward-thinking organizations are transforming QA from a compliance necessity into a business intelligence engine that drives measurable CX impact.

If you’ve ever wondered how to move beyond manual scoring and truly unlock the value hidden in your customer interactions, this conversation is a must-watch.

Main Description:

Customer experience is evolving fast — and QA is no longer just about checking boxes. In this exclusive chat, Scorebuddy’s Derek Corcoran reveals how AI, automation, and analytics are reshaping the way organizations understand agent performance, customer behavior, and business outcomes.

Here’s what you’ll learn:

🔍 From Manual to Meaningful: How moving from spreadsheets to AI-powered QA unlocks faster insights and greater consistency across teams.

💬 Beyond the Microscope: How conversation analytics give CX leaders visibility into previously hidden trends and customer pain points.

🤖 AI-Powered Impact: Why automated scoring and performance summaries are freeing evaluators to focus on coaching and strategic development.

📊 CX Intelligence for the C-Suite: How BI dashboards are bridging the gap between QA teams and executive decision-making.

Next Steps:

✅ Watch the full interview to hear Derek’s roadmap for building an AI-enhanced QA strategy.
✅ Explore Scorebuddy’s AI QA solutions to see how they can transform your contact center operations.
✅ Subscribe to CX Today for more expert insights on the technologies shaping the future of customer experience.

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 real-world customer stories.

Key Discussion Points:

📌 What Challenges Are Contact Centers Facing Today?
From costly integrations to rising customer expectations, Simon shares the top pressures facing CX leaders across EMEA.

📌 How NiCE Is Tackling These Issues at Interactions 2025
With over 50% of the agenda driven by customer stories, NiCE is prioritizing real-world impact. Hear what you can expect from this year's event agenda.

📌 What Else Is There to Enjoy?
Alongside a CEO keynote, live customer stories, and visionary sessions, find out what else attendees can expect, including a performance from the Kaiser Chiefs 🎸

👉 Ready to join one of the world's largest events dedicated to contact centers?
Register for Interactions International 2025: https://www.nice.com/websites/interactions-international?utm_source=cx-today&utm_medium=cpc&utm_content=0000000&utm_campaign=NL_Q325_EN_PLT_EMEA_250827_EVN_PaidMedia-Interactions-International-2025&utm_detail=CX-Today-SB-Interview

Hosted by Charlie Mitchell, Head of Publication at CX Today – Customer Experience Technology News.

contactcenters #nice #Interactions2025

Thanks for watching! Don’t forget to SUBSCRIBE for more expert insights, and follow us on X and LinkedIn for the latest CX news.

For more on CX technology: https://www.cxtoday.com

CCaaS solutions promise efficiency and scalability, but many tech specialists unknowingly make a few common but critical mistakes that lead to costly regrets.

In this episode, CX Today's Floyd March hosts Michael Burrows, Director of CX Solutions. We uncover the common pitfalls affecting 80% of professionals in their CCaaS decision-making process.

Miratech provides expert insights into why this issue persists and how businesses can sidestep these costly errors.

Learn the strategies to optimize your CCaaS investments and avoid the common missteps that derail implementation success. Don’t make the same mistakes—watch now and take control of your CCaaS strategy!

CCaaS #Tech #Technology

Is your AI implementation struggling to deliver real value? The culprit could be dirty data. In this episode of CX Today, we explore the critical role of data quality in AI-driven customer experience strategies. Director of Presales at TechSee, Brion Johnson, shares insights on how poor data hygiene undermines AI’s ability to generate accurate predictions, automate customer interactions, and drive meaningful outcomes. Learn how businesses can clean up their data pipelines and implement best practices to ensure AI systems function at peak efficiency.

Discover the actionable steps to turn data chaos into AI success. Don’t let dirty data sabotage your investments - watch now!

CX Today's Charlie Mitchell hosts Richard Bassett, VP of CX & Automation at NiCE.

The two discuss the evolution of contact center technology, considering data management, AI, and tech convergence.

From there, they consider:

🤔 What Comes Next? 🤔

Bassett discusses how contact centers will become more predictive, proactive, and AI-led by evolving their data strategies.

⏩ How Can Contact Centers Stay Ahead of the Innovation Curve? ⏩

Innovation is outpacing adoptions. Yet, Bassett highlights how contact centers can keep up.

🟢 Where Can Contact Centers Go to Learn More? 🟢

NiCE Interactions International is the go-to event to learn more. To register, visit: https://www.nice.com/websites/interactions-international

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contactcenters #ccaas #nice

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our Twitter and LinkedIn pages.

For more Customer Experience tech news, visit: https://www.cxtoday.com

🔥 How AI and automation are transforming quality assurance and redefining CX performance measurement.

In this episode, host Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, to explore how automation and AI are revolutionizing the world of contact center quality assurance (QA).

Together, they unpack what it truly means to evaluate every customer interaction — and why this shift is reshaping how organizations understand, improve, and personalize the customer experience.

Imagine if every call, chat, and customer interaction in your contact center could be automatically analyzed — not just a tiny sample, but everything.

That’s the future of QA that Fedarb discusses in this engaging conversation about the real-world impact of automation and AI in CX.

Key takeaways from this episode:
🔴 From sample to scale: Learn how AI-driven evaluation eliminates the limitations of manual scorecarding, giving teams full visibility across every interaction.
🔴 Bias-free insights: Discover how automation removes unconscious bias from QA, delivering more consistent and trustworthy results.
🔴 Real-time feedback loops: See how supervisors can identify issues in the morning, coach by lunchtime, and see measurable improvements by the afternoon.
🔴 Smarter, faster innovation: Hear how organizations are expanding beyond basic metrics — using AI to uncover hidden trends, flag critical moments, and even recommend next best actions.

Want to elevate your QA strategy?

Explore how Enghouse Interactive's automation tools can help you evaluate every customer interaction.

Subscribe to CX Today for more conversations on AI, CX, and digital transformation.

Share your biggest QA challenge in the comments — could automation be the answer?

How Unified Experience Management® Drives Real Business Results with Josie Gaeckle, SVP at SMG

Every CX leader is under pressure to deliver more than just great customer feedback—they need to show real, bottom-line impact. In this episode of CX Today, host Rob Scott sits down with Josie Gaeckle, Senior Vice President of Client Insights at SMG, to break down how Unified Experience Management is turning data into revenue, retention, and ROI.

How does improving customer experience actually impact revenue? Josie reveals why many organizations struggle to show ROI: siloed data, lack of analytical maturity, and disjointed ownership of customer, employee, and brand experiences. But it doesn’t have to stay that way.

SMG’s approach to Unified Experience Management—bringing together customer, employee, and brand feedback into a single data ecosystem—helps organizations connect the dots between action and outcomes.

Discover why experience metrics aren’t enough without linking them to business metrics. Learn how predictive analytics and AI are reshaping the ROI conversation. Hear a real-world case study from Sally Beauty that ties associate behavior to average spend. Explore how cross-functional alignment with finance and operations is the secret to scaling success. Josie also offers a future-focused look at how prescriptive AI and real-time journey analytics are redefining what’s possible for CX leaders in 2026 and beyond.

NEXT STEPS: Want to see how SMG’s Ignite® platform helps brands drive measurable experience improvements? Visit smg.com to learn more.

Looking for more thought leadership on CX strategy? Subscribe to CX Today and don’t miss our upcoming interviews with industry leaders shaping the future of experience.

In this discussion, host Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, for a no-nonsense deep-dive into one of the most overlooked security debates in modern customer experience: hardware vs. software noise cancellation.

As enterprises race toward the cloud, Thor breaks down the hidden compliance traps, IT headaches, and cybersecurity risks that come with that shift – and why hardware might just be the unsung hero of secure communication.

If you’ve ever wondered how something as simple as a headset could protect sensitive data in finance, healthcare, or contact centers, this conversation is a must-watch.

When it comes to noise cancellation, the question isn’t just “how good does it sound?” –it’s “how safe is it?”

Join Rhys Fisher and Thor Mitskog as they unpack the real-world security implications of cloud-based software tools and why leading enterprises are turning back to hardware-driven solutions for peace of mind and performance.

Key discussion points:
🔴 Cloud security pitfalls: How moving audio processing to the cloud opens doors to compliance and data breach risks.
🔴 Hardware simplicity: Why plug-and-play devices slash IT setup time, cut costs, and sidestep configuration nightmares.
🔴 Industry sensitivity: How financial services, healthcare, and contact centers are leading the charge in hardware adoption for regulatory reasons.
🔴 Future trends: Why Thor predicts consolidation in cloud noise-cancellation software – and a new wave of intelligent hardware innovation.

Explore Cyber Acoustics’ latest hardware solutions for secure communication.

Subscribe to CX Today for more deep dives on tech, security, and CX innovation.

Share your thoughts below — is your organization still trusting the cloud for critical voice data?

As someone who has felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Operata’s most ambitious step yet. It expands CX Observability from a primarily Amazon Connect footprint to 50+ CCaaS, Voice AI, AI customer service, CPaaS, and CRM platforms. It introduces a unified Customer Journey Trace, a smarter CX Copilot that uses AWS Bedrock and OpenAI GPT-5.0 for natural language analysis, and an open approach for developers that includes an Insights Library and the first MCP server for CX Observability.

John Mitchem, Co-Founder & CEO at Operata: “We launched Operata to solve observability in voice and contact centres. You can’t fix what you can’t see, especially now that AI agents and human agents share the same customer journey.”

👉 Discover how mobile-first strategies, powered by AI, are reshaping sales and service for modern contact centers.

🔥 In this discussion, host Rhys Fisher sits down with #JamesScott, Senior Solutions Engineer at #Diabolocom, to unpack why #mobileCX is emerging as a game-changer for businesses worldwide.

As organizations look beyond static desktops, James explores how mobile technology, combined with #AI, is transforming agent flexibility, accelerating response times, and boosting ROI.

Whether you're leading a sales team or managing #customerexperience, this conversation will show you why the #contactcenter, of 2025 can’t afford to stay tied to a desk.

Mobility isn’t just convenient — it’s strategic. James Scott dives into how Diabolocom Mobile is empowering agents and sales teams to deliver faster, smarter, and more personalized experiences from anywhere.

Key Takeaways:

🔴 Freedom from the desktop: Learn how mobile #CX extends the flexibility of #cloud -based contact centers, enabling agents to take calls and close deals on the go.

🔴 AI that works for you: Discover how Diabolocom AI automates transcription, call summaries, and next steps — so your team focuses on selling, not note-taking.

🔴 Real-world impact: Hear how a sales team boosted their response speed by 15% and saw boosted #ROIgrowth within days of implementing Diabolocom Mobile.

🔴 Built-in compliance & security: See why Diabolocom’s telecom roots give companies confidence in data security, regulatory compliance, and full control over their CX tech stack.

Subscribe to CX Today for more deep dives on customer experience innovation.

Explore how Diabolocom Mobile can enhance your team’s performance.

💬 Join the conversation in the comments — How mobile is your contact center strategy?

Visit diabolocom.com to find out how Diabolocom Mobile can enhance your team’s performance.

The cloud contact-center market is crowded, and CX leaders are struggling to spot real differentiation. In this interview, Sprinklr’s VP of Product Management explains how a platform-led approach is redefining customer experience by uniting contact center, conversational AI, voice of the customer, and social CX into one unified system.

With global enterprises like BT, Deutsche Telekom, and EE already seeing results, the discussion explores how hybrid human-AI teams, composable experience design, and data-driven automation are shaping the contact center of 2026 — and how a unified CX platform can future-proof operations and drive measurable business value.

In this CX Today interview, Rob Scott sits down with Shrenik Jain, VP of Product Management for CCaaS at Sprinklr, to explore what’s next for contact centers and how Sprinklr is taking a platform-first approach to transform customer experience.

Jain explains why Sprinklr didn’t follow the legacy voice-first route, how unification enables smarter AI, and what the shift from assistant AI to agentic AI means for tomorrow’s CX workforce. If you're rethinking your contact center strategy for 2026, this one’s worth a watch.

📌 KEY DISCUSION POINTS:

The real reason CCaaS is saturated: Why traditional cloud migration is no longer enough, and what customers now expect.
Connected intelligence over channel sprawl: How Sprinklr integrates social, voice, messaging, and AI into a single platform.
The rise of agentic AI: What moving from reactive assistants to autonomous agents means for skills, roles, and workforce planning.
Actionable insights, not just dashboards: How AI is shifting from descriptive to prescriptive, and even autonomous decision-making.

✅ NEXT STEPS:

To explore Sprinklr’s unified CXM platform and how it enables smarter, scalable, AI-powered customer engagement, visit sprinklr.com
For more thought leadership and insights, head to cxtoday.com

Ever wondered if you’re speaking to a real person or an AI-powered voice agent?

In this exclusive interview, CX Today sits down with PolyAI to explore the cutting-edge technology behind conversational AI that sounds incredibly human.

PolyAI’s advanced voice assistants are revolutionizing customer interactions, delivering seamless, natural conversations that rival real human agents. But can you tell the difference? Watch as we put their AI to the test!

🔹 How does PolyAI create human-like voice agents?
🔹 Can businesses trust AI to handle customer service?
🔹 The future of AI-driven customer experience

Join us as we dive into the world of AI voice technology and discover how PolyAI is shaping the future of customer interactions.

Rhys Fisher sits down with Miguel Marcos, VP of Operations at Enghouse, to unpack one of the most pressing debates in customer experience: Is cloud the only path to modernization?

Together, they dive into why flexibility, not rigid vendor mandates, is the real key to innovation in the contact center world.

Main Description

Cloud-first strategies may dominate the headlines, but are they really the best fit for every business?

In this candid conversation, Miguel Marcos reveals why organizations need freedom of choice when it comes to CX transformation – and how Enghouse empowers IT and CX leaders to modernize on their own terms.

Here’s what you’ll learn in this discussion:

How the evolution of cloud technology has reshaped CX, and why compliance and control still matter.

The risks of vendor lock-in and the hidden challenges of cloud-only adoption.

What “a contact center without compromise” means in practice – spanning on-premise, hybrid, and cloud deployments.

The role of AI in Enghouse’s modernization roadmap, and how it delivers value across every deployment model.

Whether you’re exploring SaaS, hybrid, or on-premises solutions, this interview shows why modernization doesn’t have to mean compromise.

Next Steps:

Watch the full interview for actionable insights on CX modernization.
Subscribe to CX Today for more expert discussions with leading voices in the industry.
Learn more about Enghouse’s flexible CX solutions by visiting their website.

Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy, to unpack how the world of Quality Assurance (QA) is being redefined by AI and conversational analytics.

Together, they explore how forward-thinking organizations are transforming QA from a compliance necessity into a business intelligence engine that drives measurable CX impact.

If you’ve ever wondered how to move beyond manual scoring and truly unlock the value hidden in your customer interactions, this conversation is a must-watch.

Main Description:

Customer experience is evolving fast — and QA is no longer just about checking boxes. In this exclusive chat, Scorebuddy’s Derek Corcoran reveals how AI, automation, and analytics are reshaping the way organizations understand agent performance, customer behavior, and business outcomes.

Here’s what you’ll learn:

🔍 From Manual to Meaningful: How moving from spreadsheets to AI-powered QA unlocks faster insights and greater consistency across teams.

💬 Beyond the Microscope: How conversation analytics give CX leaders visibility into previously hidden trends and customer pain points.

🤖 AI-Powered Impact: Why automated scoring and performance summaries are freeing evaluators to focus on coaching and strategic development.

📊 CX Intelligence for the C-Suite: How BI dashboards are bridging the gap between QA teams and executive decision-making.

Next Steps:
✅ Watch the full interview to hear Derek’s roadmap for building an AI-enhanced QA strategy.
✅ Explore Scorebuddy’s AI QA solutions to see how they can transform your contact center operations.
✅ Subscribe to CX Today for more expert insights on the technologies shaping the future of customer experience.

Inside Scorebuddy’s take on AI, data security, and tackling agent burnout in today’s evolving CX landscape.

In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy.

The pair dive deep into how AI is reshaping the modern contact center – from quality assurance transformations to data security challenges and the critical issue of agent burnout.

In this engaging discussion, Emmanuel breaks down the evolving contact center ecosystem and how AI is no longer just about automation but driving innovation.

Highlights include:

How GenAI-powered bots are transforming frontline service by automating routine tasks, freeing agents for complex problem-solving.

The new role of AI in Quality Assurance, enabling evaluators to review 100% of interactions and focus on compliance and coaching opportunities.

The critical importance of data security in cloud-first contact centers, with Scorebuddy’s approach to IT certifications, transparency, and safeguarding customer data in AI deployments.

Insights into agent burnout causes, including context switching and efficiency pressures, and how AI assist tools – if used wisely – can ease the load without disengaging agents.

Emmanuel also shares how Scorebuddy champions AI as a tool for empowerment and innovation across organizations, encouraging teams to explore AI’s potential beyond mere automation.

Next Steps

Visit Scorebuddy’s website to explore their AI-powered quality assurance solutions: https://www.scorebuddyqa.com/

Follow CX Today for more interviews with industry leaders shaping the future of CX.

Subscribe and share this video with your CX and contact center peers to spark a conversation on balancing AI innovation and human engagement.

Join Susie Harrison, Head of Content at CX Today, as she sits down with William Rubio, Chief Revenue Officer at CallTower, to explore the powerful convergence of UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service).

In this interview, we dive into how this convergence is reshaping enterprise communications strategies, enhancing customer and employee experiences, and enabling scalable, integrated ecosystems for digital transformation.

William shares expert insights on:

The role of UCaaS/CCaaS in building agile communication systems
Key considerations for IT leaders evaluating converged platforms
Common misconceptions about merging UC and contact center environments

The future of AI and automation in amplifying the value of converged UCaaS/CCaaS stacks

Whether you're an IT leader, business strategist, or tech enthusiast, this video offers valuable perspectives on the future of enterprise communications.

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025.

To run through them, he's joined by:

Garry Gormley, Founder of FAB Solutions
Jeff Harling, Head of Global Digital Customer Experience at Zoom

Both share their perspectives on each of the trends, as shared below:

Priority 1 - Elevating customer satisfaction results while being stretched operationally, and reducing costs.

Garry discusses the pressure that contact center leaders face to cut costs and shares his advice on combating that, before Jeff discusses how he's seeing Zoom Contact Center customers take on this issue and raise the customer satisfaction bar.

Priority 2 - Gaining more of an AI education while dealing with day-to-day firefighting.

Garry stresses that every customer service leader doesn't need to be an AI expert, but they should understand where their key issues lie. They can then consider AI as a solution. Jeff gives his take, highlighting how contact centers leverage AI to overcome pressing problems.

Priority 3 - Unlocking operational scale through intelligent automation.

Jeff takes the reins to highlight how contact centers can scale the application of AI to avoid confining its benefits to specific teams or locations. Garry then shares more of what he's seeing out there in the field.

Interested to learn more about the Zoom Contact Center? If so, visit: https://www.zoom.com/en/products/contact-center/

Hosted by Charlie Mitchell, Head of Publication at CX Today - Customer Experience Technology News #customerservice #customersupport #contactcenters

Thanks for watching, if you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our Twitter, LinkedIn and Facebook pages.

For more Customer Experience tech news, visit: https://www.cxtoday.com

00:00-00:42 Intros
00:42-08:57 Priority 1
08:57-18:02 Priority 2
18:02-25:54 Priority 3

Discover how mobile-first strategies, powered by AI, are reshaping sales and service for modern contact centers.

🔥 In this discussion, host Rhys Fisher sits down with #JamesScott, Senior Solutions Engineer at #Diabolocom, to unpack why #mobileCX is emerging as a game-changer for businesses worldwide.

As organizations look beyond static desktops, James explores how mobile technology, combined with #AI, is transforming agent flexibility, accelerating response times, and boosting ROI.

Whether you're leading a sales team or managing #customerexperience, this conversation will show you why the #contactcenter, of 2025 can’t afford to stay tied to a desk.

Mobility isn’t just convenient — it’s strategic. James Scott dives into how Diabolocom Mobile is empowering agents and sales teams to deliver faster, smarter, and more personalized experiences from anywhere.

Key Takeaways:

🔴 Freedom from the desktop: Learn how mobile #CX extends the flexibility of #cloud -based contact centers, enabling agents to take calls and close deals on the go.

🔴 AI that works for you: Discover how Diabolocom AI automates transcription, call summaries, and next steps — so your team focuses on selling, not note-taking.

🔴 Real-world impact: Hear how a sales team boosted their response speed by 15% and saw boosted #ROIgrowth within days of implementing Diabolocom Mobile.

🔴 Built-in compliance & security: See why Diabolocom’s telecom roots give companies confidence in data security, regulatory compliance, and full control over their CX tech stack.

Subscribe to CX Today for more deep dives on customer experience innovation.

Predictive, generative, agentic... there are many forms of AI creeping into customer service.

However, before boiling the ocean, contact centers should consider the quick wins that they can build upon.

That's the advice Jill Blankenship, CEO of Frontline Group, shared in an interview with CX Today's Charlie Mitchell.

Live from the NiCE Interactions International, Blankedship also discusses:

🤩 The Most Exciting AI & Automation Technologies Touching Contact Centers 🤩

Blankenship discusses some of the AI solutions her team has implemented and other innovations that have peaked her interest.

⏭️ What's Next on the Frontline Group's Roadmap? ⏭️

Building on its initial implementations, find out where the Frontline Group wants to innovate next.

💥 More from Interactions 2025💥

Capture some of the lessons that Blankenship will be taking back to her business from the staple contact center event.

Discover more about the latest contact center solutions. Visit: https://www.nice.com/

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #frontlinegroup #NiCEi25 #contactcenters

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. For more Customer Experience tech news, visit: https://www.cxtoday.com

CX Today's Charlie Mitchell hosts Elizabeth Tobey, VP of Marketing at NiCE.

After some friendly intros, the conversation quickly pivots to previewing the major themes that NiCE will explore at Interactions Day Two and Three.

From there, the conversation offers:

👀 A Peek Behind the Scenes of NiCE's Big Announcements 👀

Tobey teases some major news that will come later at the event, including AI innovations and exciting partnership announcements.

🔗 A Recap of the New Partnerships with AWS, ServiceNow, & Snowflake 🔗

NiCE isn't only talking about CRM, UC, and WEM integrations; it's thinking about where the contact center fits in the broader enterprise. Its recent announcements speak to this drive.

😉 A Tease Ahead of NiCE Interactions International 2025 😉

The Las Vegas Interactions event isn't the only event NiCE is putting on this summer. Tobey tells us what comes next.

Eager to find out more about NiCE's CCaaS portfolio? Visit: https://www.nice.com/

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #nice #snowflake #aws

Cyara Unveils Game-Changing Platform: A Deep Dive with Christoph Börner

Join Floyd March in this insightful conversation with Christoph Börner, as they unpack the launch of Cyara’s new platform designed to transform CX testing and monitoring.

From AI-powered innovations to real-time feedback loops, they explore how this latest evolution aims to boost customer satisfaction and reduce risk for enterprises.

What to Expect:

The strategic vision behind Cyara’s new platform
Key features that elevate CX assurance
Real-world applications and ROI potential
Industry trends shaping automated testing

Whether you’re a CX leader, tech strategist, or simply curious about the future of experience assurance, this episode delivers bold insights and practical takeaways.

Inside Scorebuddy’s take on AI, data security, and tackling agent burnout in today’s evolving CX landscape.

In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy.

The pair dive deep into how AI is reshaping the modern contact center – from quality assurance transformations to data security challenges and the critical issue of agent burnout.

In this engaging discussion, Emmanuel breaks down the evolving contact center ecosystem and how AI is no longer just about automation but driving innovation.

Highlights include:

How GenAI-powered bots are transforming frontline service by automating routine tasks, freeing agents for complex problem-solving.

The new role of AI in Quality Assurance, enabling evaluators to review 100% of interactions and focus on compliance and coaching opportunities.

The critical importance of data security in cloud-first contact centers, with Scorebuddy’s approach to IT certifications, transparency, and safeguarding customer data in AI deployments.

Insights into agent burnout causes, including context switching and efficiency pressures, and how AI assist tools – if used wisely – can ease the load without disengaging agents.

Emmanuel also shares how Scorebuddy champions AI as a tool for empowerment and innovation across organizations, encouraging teams to explore AI’s potential beyond mere automation.

Next Steps

Visit Scorebuddy’s website to explore their AI-powered quality assurance solutions: https://www.scorebuddyqa.com/

Follow CX Today for more interviews with industry leaders shaping the future of CX.

Subscribe and share this video with your CX and contact center peers to spark a conversation on balancing AI innovation and human engagement.

In this discussion, host Rhys Fisher sits down with Will Penn, Senior Sales Engineer at Puzzel, to unpack one of the most talked-about trends in customer experience: AI co-pilots.

While many organizations jump into AI hoping for instant transformation, the reality is more complex. Will shares insights into why so many pilots fizzle out, how to lay the right data foundations, and why empathy – not just efficiency – will define the future of CX.

If you’re looking to get real ROI from AI, this conversation is a must-watch.

Main Description

The CX industry is buzzing with AI promise, but most organizations aren’t unlocking its true potential.

In this insightful interview, Puzzel’s Will Penn breaks down the real reasons AI pilots fail and how leaders can reverse the trend with deliberate strategy.

Why AI projects fail fast: Fragmented data, poor foundations, and lack of precision lead to early abandonment.

The power of precision: How starting with low-friction, high-impact automations (like note taking) drives adoption.

Empathy + efficiency: Why the future isn’t bots vs. humans but a hybrid model that blends AI speed with human understanding.

Real-world success: How Puzzel’s Live Summary tool helped Help Insurance boost compliance, quality, and customer experience.

Next Steps

Audit your data foundations before launching new AI tools.

Start small: automate the tasks no one likes doing first.

Explore Puzzel’s Co-Pilot and Live Summary to boost agent performance.

Subscribe to CX Today for more expert conversations and practical insights.

Join Susie Harrison, Head of Content at CX Today, as she sits down with William Rubio, Chief Revenue Officer at CallTower, to explore the powerful convergence of UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service).

In this interview, we dive into how this convergence is reshaping enterprise communications strategies, enhancing customer and employee experiences, and enabling scalable, integrated ecosystems for digital transformation.

William shares expert insights on:

The role of UCaaS/CCaaS in building agile communication systems
Key considerations for IT leaders evaluating converged platforms
Common misconceptions about merging UC and contact center environments

The future of AI and automation in amplifying the value of converged UCaaS/CCaaS stacks

In this conversation, we explore the acquisition of Emodo by OneMagnify and dive into the major strategic shifts that follow. How will Emodo’s AI-driven advertising solutions evolve under OneMagnify’s umbrella? What does this mean for AI-powered marketing, personalization, and audience targeting moving forward?

Expect insights on:
✔️ How acquisitions shape the ad-tech landscape
✔️ The role of AI in transforming precision advertising
✔️ Emodo’s vision post-acquisition and what’s next for AI-driven CX

Join us as we break down the future of AI-powered marketing and the impact of OneMagnify’s acquisition on Emodo’s growth strategy!

OneMagnify is making waves in the digital transformation space, strategically acquiring companies to expand its capabilities and deliver cutting-edge solutions.

In this video, OneMagnify explains its approach to mergers and acquisitions, exploring how it’s shaping the future of AI-powered marketing and analytics.

Key Discussion Points:
Strategic Growth: How OneMagnify’s acquisitions enhance its digital commerce and AI-driven analytics.
Industry Impact: What these moves mean for businesses looking to leverage data-driven solutions.
Future Vision: How OneMagnify is positioning itself as a leader in AI-powered marketing and customer insights.
Join the conversation and let us know your thoughts in the comments!

CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space.

Five prominent CX analysts join the panel to dissect each story.

In this conversation, those analysts include:

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

During the discussion, they touch upon the following four news stories:

💸 Genesys Announces $1.5BN in Investment from Salesforce and ServiceNow 💸

Our panellists react to Genesys's $1.5BN in funding from two CRM giants, unpacking what it means for the market and future CCaaS-CRM integrations.

🤝 NiCE Agrees $995MN Acquisition of Cognigy 🤝

Cognigy is one of many conversational and agentic AI providers. So, why has NiCE broken the bank to acquire it? The analysts break it down.

🚶‍➡️Five9 CEO Departs, Alongside Three Senior Execs🚶‍➡️

Five9 is in a state of flux. But, will it emerge in a better or worse position? The analysts share their take.

🕊️ Salesforce to Acquire Bluebirds 🕊️

Switching attention from service to sales, the industry experts break down Salesforce's acquisition and how its customers may benefit.

Stay up to date with the latest in the CX space by subscribing to our newsletter, visit: https://www.cxtoday.com/account

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #genesys #nice #five9

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our Twitter and LinkedIn pages.

For more Customer Experience tech news, visit: https://www.cxtoday.com

In this interview, Deputy Editor Rhys Fisher sits down with Sharath Narayana, CEO and Co-Founder of Sanas, to unpack the challenges and opportunities surrounding AI voice technology.
With a background in engineering and over a decade of entrepreneurship, Sharath brings deep expertise in speech AI, offering fresh insights into how real-time speech synthesis and accent harmonization are transforming customer experiences.

This conversation is a must-listen for CX leaders navigating the hype and reality of AI in the contact center.

In this candid interview, Sharath Narayana explains how Sanas is redefining speech AI to make every agent a "super agent." From real-time noise reduction to accent harmonization and breakthrough language translation, Sanas is building a future where understanding drives empathy, trust, and better CX.

Key takeaways from this interview:

Why Sanas is doubling down on human-first AI instead of voice bots that replace agents.
How accent harmonization and speech enhancement reduce friction in global conversations.
The real-world story that inspired Sanas to tackle bias in speech understanding.
Why empathy, trust, and real-time speech synthesis are non-negotiable for next-gen CX.

Join CX Today's Floyd as he sits down with Martin Taylor, Co-founder and Deputy CEO of Content Guru, to explore why Customer Data Platforms (CDPs) are becoming essential for modern contact centers.

With contact center agents juggling an average of 13.8 systems and customers expecting seamless omnichannel experiences, traditional CRMs are showing their limitations. Discover how CDPs are revolutionizing customer experience by unifying data across all touchpoints while keeping it secure in existing systems.

🎯 KEY TAKEAWAYS:

Why CDPs succeed where CRMs fall short
Real-world CDP implementations (UK Census, DVLA, NHS)
How AI and unified data improve agent satisfaction by 40%
Steps to transition from CRM to CDP

CX Today's Charlie Mitchell hosts a conversation about how mapping out customer service experience and uniting the team around those maps.

To dig into the challenges and opportunities, he's joined by:

Katie Stabler, Founder of CULTIVATE Customer Experience by Design
Paul Hughes, Head of CX Sales for the UK, Ireland & South Africa at Mitel

Early in the discussion, Stabler emphasizes why journey mapping often falls short, and how bias, poor data application, and siloed thinking can derail CX efforts.

From there, the panel explores:

✍️ Where Should Businesses Start with Journey Mapping? ✍️
Stabler shares how to unify the business behind customer journey maps, not just the frontline, and why that's a critical first move.

🤝 How Culture and Technology Fit Together 🤝
Hughes highlights how siloed technology stacks can fragment customer journeys, and why stitching applications together drives visibility and efficiency.

🤖 Can AI Build Customer Trust? 🤖
Both guests stress the importance of applying AI mindfully, starting with customer and employee needs, so it strengthens trust rather than undermines it.

📖 Why CX Must Be a Movement, Not a Project 📖
Stabler explains how piecemeal, tactical CX initiatives fail to deliver ROI, and why embedding customer experience into culture is the only way forward.

For more on how to stich together the applications behind journey maps, visit: https://www.mitel.com/

For more Customer Experience tech news, visit: https://www.cxtoday.com

Tom Eggemeier and Jonathan Barouch unpack the AI-first contact center revolution—and why the real disruption is only just beginning.

🎙️ Introduction:
Contact centers have seen disruption before—but nothing like this. In this forward-looking conversation, Rob Scott speaks with Tom Eggemeier, CEO at Zendesk, and Jonathan Barouch, VP & GM of Zendesk for Contact Center, to explore how AI is transforming CX from the ground up. If you think the move from on-prem to cloud was big, Tom argues, "AI is 100 times bigger." This episode dives deep into why that is—and what it means for the future of customer engagement, enterprise operations, and the role of the human agent.

📌 Key discussion points include:

From Prem to Proactive: Why the AI shift makes the cloud migration look small—and what “AI-first” truly means for customer service.

The End of Fragmentation: How Zendesk’s unified resolution platform simplifies tech stacks, integrates AI at the core, and enables smarter agent assistance.

Rethinking Metrics & Models: The shift from handle time to resolution, and how AI is changing everything from pricing to KPIs.

The Human Role in an AI World: Why agents aren’t going away—but will need to evolve with the complexity of customer interactions.

Whether you're a CX leader, a digital transformation strategist, or simply navigating the future of contact centers, this conversation is packed with insight, honesty, and a clear call to action.

✅ Next Steps:
Interested in reimagining your contact center around outcomes, not just channels? Explore Zendesk’s AI-first platform and start testing today. Learn more at Zendesk.com or reach out for a consultation.

CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space.

Five prominent CX analysts join the panel to run through each story.

This month, those analysts include:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Shelly Kramer, President & CEO at Kramer & Company
Justin Robbins, Founder & Principal Analyst at Metric Sherpa
Tim Banting, Head of Research & Business Intelligence at Techtelligence

During the discussion, they touch upon the following news stories:

🤝 Thomas Bravo to Acquire Verint & Merge It with Calabrio 🤝

Verint is set to be acquired by Thoma Bravo in a deal that values the tech provider at $2BN, including debt. Once the deal goes through, Verint will merge with Calabrio. This could have significant industry consequences. Our analysts share their hot takes.

🕊️ Salesforce to Snap Up Bluebirds, Waii, & Regrello 🕊️

Salesforce, which recently made three acquisitions in three weeks. These include:

Bluebirds - A presales prospecting platform provider.
Waii - A natural language-to-SQL platform provider.
Regrello - An AI-powered collaboration system for supply chain and operations.

But what's with all the spending, and which acquisition stands out? Our analysts share their thoughts.

🧑 A Proposed New Bill Aims to Mandate Human Customer Service 🧑

A proposed new bipartisan bill aims to require contact center agents to immediately disclose their location and/or whether they’re AI. It's called the "Keep Call Centers in America Act of 2025". Our analysts break it down.

CX Today’s Charlie Mitchell welcomes Wajih Kazmi, Senior Product Marketing Manager at RingCentral, to discuss the company's new AI Maturity Assessment.

The pair explore how the free, 10-minute assessment helps organizations understand their readiness for contact center AI and create a clear roadmap.

In doing so, they break down:

🔍 What Is the AI Maturity Assessment, and What Problems Does It Solve? 🔍

Kazmi explains how the tool removes uncertainty around AI adoption, helping businesses identify their current stage in a five-step maturity model.

✨ How Does the Assessment Work? ✨

The framework is based around those five steps Kazmi articulated:

Interaction channels and technologies
Data utilization and intelligence
Agent capabilities and support
Response and resolution effectiveness
Strategic approach and innovation

In the interview, he breaks each down further.

⚡ What Do Businesses Receive? ⚡

Participants instantly gain access to:

A personalized results dashboard with scores across all five dimensions
A clear AI maturity stage and tailored, non-promotional recommendations
An eBook with insights from nearly a year of research

CX Today’s Charlie Mitchell welcomes Janet Vito, SVP of Marketing at Cyara.

The pair explore Pulse 360, Cyara’s CX Assurance engine that proactively monitors, tests, and optimizes customer service journeys across voice, digital, and AI channels.

In doing so, they consider:

🔍 What Is Pulse 360, and What Problems Does It Solve? 🔍
Vito explains how Pulse 360 delivers end-to-end visibility, proactively detecting friction points before they impact customers, and ensuring a frustration-free experience across every touchpoint.

✨ What Makes Pulse 360 Unique? ✨
Vito highlights three differentiators that set Pulse 360 apart: monitoring across every channel from voice to AI, in-country testing in over 120 countries that replicates real customer journeys, and proactive alerts with actionable diagnostics.

⚡ Real-World Results ⚡
Learn how Pulse 360 has cut testing times by over 90 percent for enterprises like AT&T and ensures consistency for brands like Microsoft, Google, and Salesforce.

For more on Cyara and Pulse 360, visit: https://cyara.com/

Many businesses have poured millions into AI, only to walk away with broken promises and frustration. That’s why this conversation with Miratech’s Erik Delorey is a must-watch for every CX leader. If your AI strategy isn’t outcome-driven, it may already be heading for disaster.

In this exclusive CX Today interview, Erik shares sharp insights and battle-tested advice on avoiding the biggest AI pitfalls in customer experience.

Key Takeaways

Why bad data = bad outcomes (and how to fix it)
The broken buying process behind AI tech regret
Why legacy coding mindsets clash with the LLM era
How to redefine “done” in AI projects
Building safe-to-fail innovation zones for AI

Find out more about Miratech’s services: https://miratechgroup.com/

Subscribe for more CX insights: https://cxtoday.com/sign-up/

Join our CX community: https://www.linkedin.com/groups/1951190/

The future of CX belongs to those who master AI. Are you ready to course-correct your strategy before it’s too late?

In this episode of CX Today, host Kieran Devlin sits down with William Rubio, Chief Revenue Officer at CallTower, and Joe Bigio, SVP of CCaaS, CX, and Conversational AI at Inoria, to explore how the strategic merger between the two companies is reshaping the CCaaS landscape. With over 50 years of combined experience, Rubio and Bigio unpack the real-world challenges organisations face when deploying CCaaS and AI — and how their combined forces are making smarter, more integrated communications solutions a global reality.

With the acquisition of CX and AI specialist Inoria, CallTower is going beyond UCaaS — offering global, end-to-end CCaaS solutions designed for real business outcomes. In this insightful conversation, William Rubio and Joe Bigio reveal how their partnership is already delivering measurable value to IT and CX leaders overwhelmed by complexity, hype, and vendor sprawl.

Watch this video to learn:

🔹 Why the Inoria acquisition fills a critical services and consulting gap in CallTower’s portfolio

🔹 Where organisations continue to struggle with multichannel CX, CRM integration, and AI deployment

🔹 How CallTower-Inoria helps decision-makers cut through the noise to make confident, strategic CCaaS choices

🔹 What the next 12 months look like for the partnership — including a truly global, unified UC+CCaaS strategy

Next Steps:
👉 Watch the full video to hear how CallTower and Inoria are guiding CX leaders toward clarity and success.
👉 Visit CallTower’s website to access their conversational AI vendor matrix and explore global deployment options.
👉 Reach out to the CallTower-Inoria team to discuss your organisation’s CCaaS and CX strategy.

CX Today's Charlie Mitchell introduces a rundown of everything Content Guru, a prominent global contact center provider.

And who better to have that conversation with than Sean Taylor, CEO of Content Guru.

After some friendly intros looking back over Taylor's long tenure in the contact center space, the pair get into the weeds, discussing:

🧑‍🧑‍🧒‍🧒 Content Guru's Differentiators in the Crowded Contact Center Space 🧑‍🧑‍🧒‍🧒

The CCaaS market is crowded. Taylor underscores where Content Guru stands out, what keeps the vendor relevant, and its approach to innovation.

🚗 Content Guru's Big Wins and Its Enterprise Success Drivers 🚗

Winning big contracts has allowed Content Guru to maintain its 20-30% year-over-year (YoY) growth. But, which brands are putting their faith in the vendor, and why? The CEO breaks it down.

👀 Content Guru's Vision for the Future 👀

From omni-data to digital customers, Taylor unpacks the direction of customer service and how Content Guru is getting ahead of the curve.

For more on Content Guru and its CCaaS platform, visit: https://contentguru.com/

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contentguru #contactcenters #ccaas

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our Twitter and LinkedIn pages.

For more Customer Experience tech news, visit: https://www.cxtoday.com

AI isn’t here to replace contact center agents — it’s here to help them thrive. In this exclusive CX Today interview, Deputy Editor Rhys Fisher speaks with Mackenzie Ellis, Solutions Specialist at ComputerTalk, about how artificial intelligence is transforming the agent experience.

Far from the outdated “robots versus humans” debate, Ellis shares real-world examples of AI as a co-pilot: handling repetitive tasks, authenticating callers, and prepping desktops with the right context — all so agents can focus on what they do best: human connection.

Key Takeaways:
🔴 From fear to partnership: AI as a trusted teammate, offering triage, routine support, and round-the-clock coverage
🔴 Real-world workflows: Smarter desktops, real-time coaching, and contextual guidance
🔴 Smarter training: Personalized onboarding, AI-powered simulations, and adaptive coaching
🔴 Future of agent experience: Tailored dashboards, learning pathways, and AI that flexes to each agent’s strengths

In a rapidly evolving CX landscape, Sabio is making bold moves to prove that measurable customer experience gains are possible in an AI-driven world.

In this episode of The Big CX Update, host Rhys Fisher, Deputy Editor at CX Today, speaks with Ioan MacRae, Chief Revenue Officer at Sabio, about how the company is shaping the future of CX with its AI-first approach, customer-centric culture, and global expertise.

From high-stakes digital transformations to tangible ROI delivery, MacRae reveals Sabio’s strategy and vision for helping clients achieve brilliant customer experiences every time.

Key Takeaways:
🔴 Customer-Centric Culture: Why solving real client challenges is at the heart of every transformation.
🔴 Global Reach & Local Expertise: How Sabio balances international scale with regional delivery.
🔴 AI as a Game-Changer: The role of AI in agent enablement, automation, and customer insights.
🔴 Measurable Impact: Shifting the CX conversation from promises to proven ROI.

Enghouse VP of Sales, Paul Stanczak, reveals practical strategies to navigate customer experience challenges and maximize ROI in a fast-changing landscape.

In the latest edition of The Big CX Update, Rhys Fisher sits down with Paul Stanczak, VP of Sales at Enghouse, to explore the challenges and opportunities facing customer experience leaders in today’s dynamic market.

From AI-driven automation to practical tech investments, Stanczak shares actionable insights on how organizations can deliver consistent, high-quality experiences while avoiding costly mistakes.

In this insightful discussion, Stanczak dives into the realities of running CX programs in a market defined by rapid change and soaring customer expectations.

Learn how to focus on what really matters and make technology investments that deliver measurable results.

Key takeaways include:

Avoiding the FOMO Trap: How CX leaders can prioritize core customer interactions and resist chasing every market trend.

Smart Tech Investments: Practical strategies for self-service, omnichannel access, and behind-the-scenes automation that improve ROI and customer satisfaction.

Choosing the Right Partner: Why partnering with experienced vendors like Enghouse can provide confidence, stability, and guidance through evolving CX challenges.

How Graia is tackling the $75B empathy gap in customer experience.

In this interview, CX Today Deputy Editor Rhys Fisher sits down with Sahil Rekhi, CRO at Graia, to discuss how the company is reimagining customer experience by blending AI empathy with agent empowerment.

With decades of industry expertise and a bold vision, Graia aims to close the gap between automation and authentic human interaction.

Customer experience is evolving fast – but too often, technology investments fail to deliver real value.

In this interview, Graia’s CRO Sahil Rekhi breaks down why empathy-driven AI is the missing link and how Graia’s platform is setting a new standard for both customers and agents.

What you’ll learn in this interview:

Why most AI deployments stall at pilot stage, and how to avoid the trap.
How Graia’s Agentic Experience Platform blends omni-channel, opti-channel, and multimodal interactions.
The role of AI-powered empathy in reducing attrition, boosting CSAT, and driving revenue growth.
Why the future of CX isn’t about AI replacing humans, but empowering them.

By the end, you’ll see why Graia believes empathy isn’t just a buzzword; it’s a competitive advantage that could reclaim billions in lost revenue.

Next Steps:

Watch the full interview to see Graia’s approach in action.

Subscribe to CX Today for more exclusive insights.

Explore Graia’s platform to discover how empathy-driven AI can transform your CX strategy.

A new era for contact center training and live support – minus the analog mess.

In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, to explore how the company’s Agent Assist headset solution is revolutionizing agent training and real-time support in contact centers.

Analog training tools in digital contact centers? Cyber Acoustics says no more. In this deep-dive interview, CEO Thor Mitskog walks Rhys Fisher through the story, tech, and impact behind Agent Assist – a next-gen headset solution designed to replace outdated systems and empower agents beyond onboarding.

Watch to find out how Agent Assist:
- Eliminates outdated QD cables with sleek, fully digital USB headsets
- Enables live, in-call coaching without transferring calls, so agents learn as they go in real-time.
- Builds long-term agent expertise by allowing them to hear how supervisors resolve issues, every time.
- Boosts audit readiness by giving clients flexible access to monitor any agent’s live calls.

Next Steps:
Want to see Agent Assist in action? Check out the live demo featured in this video.

Visit the Cyber Acoustics website to learn more: https://www.cyberacoustics.com/

Drop your thoughts in the comments. How would real-time coaching change your contact center?

How ComputerTalk is embedding trust, transparency, and airtight security into the customer experience.

In this CX Today interview, Deputy Editor Rhys Fisher sits down with Jennifer Sutcliffe, Vice President of Operations and Control at ComputerTalk, for an in-depth discussion on data protection and compliance in the contact center space.

Jennifer unpacks the layered approach ComputerTalk takes to security, while offering expert insights into emerging trends like AI regulation and data sovereignty.

What does real trust look like in a digital contact center? For Jennifer Sutcliffe and the team at ComputerTalk, it’s about building compliance into the DNA of every customer interaction.

In this episode, we dig into how today’s security practices can fuel, not frustrate, the customer experience.

Key discussion points include:
- Why data protection is foundational to CX, and not just a legal checkbox.
- How ComputerTalk’s “three-pronged” approach protects data without disrupting the agent or customer journey.
- The shift toward data sovereignty and growing skepticism of public cloud models.
- Predictions on how AI will both challenge and bolster data security frameworks in the years ahead.

Next Steps:
Watch the full interview to uncover how secure CX is evolving.

Visit computer-talk.com to explore their compliance-ready contact center platform.

CX #Compliance #DataProtection

Subscribe to CX Today on YouTube for more expert conversations from the frontline of customer experience.

🎯 Why agentic AI isn't just smarter — it's a game-changer for the contact center.

The AI revolution in customer experience is moving fast — and it's leaving chatbots behind. In this compelling conversation, Rob Scott, Publisher at CX Today, sits down with Calvin Hohner, Lead Product Manager at Dialpad, to unpack agentic AI — a term you’ve probably heard, but might not fully understand. Forget static, rule-based bots. This is about AI that acts, not just responds — reducing agent burnout, boosting ROI, and transforming how businesses operate on the frontlines of customer service.

With actionable intelligence, agentic AI is now rescheduling appointments, verifying patients, completing transactions, and even writing directly to enterprise systems.

Calvin also reveals why voice is re-emerging as the UX of the future, and how agentic systems are making context-aware, omni-channel support a reality — not just a promise. Whether you're skeptical or curious, this interview provides a clear-eyed look at what’s hype and what’s real, and how CX leaders can think beyond buzzwords to deliver measurable business impact.

Highlights include:

🔍 “Don’t Call It a Bot” — What truly separates agentic AI from chatbots and generative assistants

🧩 Use Cases in Action — Real-world examples in healthcare, logistics, and customer support

🎙️ Voice-Led Interactions — Why voice is returning as a powerful interface for natural language AI

📈 ROI & Readiness — How CX leaders should think about outcomes, not just tools

🚀 NEXT STEPS:
Want to learn how agentic AI can streamline your customer journeys and deliver ROI? Visit dialpad.com

Is AI Overhyped... or the Future of EVERYTHING?

Join Susie Harrison from CX Today as she delves into the AI revolution with Sean Taylor, Global CEO of Content Guru. They discuss past predictions, future possibilities (all the way to 2050), and the real impact of AI on Customer Experience.

In this thought-provoking conversation, you'll discover:

🕰️ Did We Get It Right? A look back at AI expectations from 25 years ago – were we even close?
🚀 What Will CX Look Like in 2050? A glimpse into the distant future with a leading futurist
💡 The AI You Need to Know NOW: Practical, near-term AI developments that CX leaders can't afford to ignore.
🤝 Content Guru's 20-Year Journey: How a company built on future-forward thinking is shaping the AI landscape.
🤯 The "AI Alcohol" Experience: You must hear about this unique and thought-provoking concept from Brain 2050
Prepare to have your perceptions of AI challenged and your understanding of its potential expanded

Register your interest in Brain 2050 today! 👉 https://www.contentguru.com/en-gb/about-us/events/brain-2050-register-your-interest

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

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

In this edition, our 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

From omnichannel excellence to AI-driven automation, XCally’s Sales Director Marco Pasculli breaks down the next big shifts in customer experience.

In this episode, Rhys Fisher, Deputy Editor at CX Today, is joined by Marco Pasculli, Sales Director at XCally.

The pair dived into the hottest trends in the contact center, including reshaping CX, AI automation, and the CRM-CCaaS convergence.

Marco shares exclusive insights into how businesses can future-proof their customer interactions.

The contact center landscape is evolving fast, and businesses must keep up or risk falling behind. In this exclusive interview, Marco unpacks the key trends driving change and how companies can leverage new technologies to create seamless customer experiences.

CX Today’s Charlie Mitchell hosts a deep-dive discussion into how AI is reshaping contact center procurement, and how businesses can boost their customer service investments.

Joining him for this conversation are two leading experts:

Wayne Butterfield, Partner for AI, Automation & Contact Center Transformation at ISG
Christoph Börner, VP of Engineering at Cyara

Together, they unpack how AI is transforming not only customer service, but also how contact centers buy, test, and trust technologies.

💡 Why Is IT Taking Over Contact Center Procurement? 💡

Butterfield and Börner explore why less than one in five AI buying decisions are now made by the contact center, and how the complexity of modern AI tools has shifted decision-making power toward IT.

🤖 The Expanding AI Use Case Landscape 🤖

From agent assist to AI-driven training and hybrid customer journeys, both experts share real-world examples of how AI is changing the agent role, and creating both opportunities and challenges.

😬 Why Do Customers Still Distrust AI? 😬

Despite the innovation, customer sentiment toward AI-driven service remains negative. The panel discusses why, pointing to poorly tested conversational journeys, missing micro-intents, and trust gaps between humans and machines.

🔒 Building Trust & AI Assurance 🔒

Börner highlights why trust is the "new currency" in AI engagement, and how rigorous testing and quality assurance can help avoid bias, inaccuracy, and reputational damage.

For more on testing AI and CX Assurance, visit: https://cyara.com/

Thanks for listening. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our LinkedIn page.

For more Customer Experience tech news, visit: https://www.cxtoday.com

Transcript

As someone who has spent hours waiting in contact center queues, I’m excited to see how Cisco is rewriting the CX playbook with agentic AI. At Enterprise Connect 2025, Senior Editor Charlie sits down with Vinod from Cisco to dive into how Webex is embedding AI into the very fabric of customer experience.

Vinod explains that agentic AI isn’t a bolt-on feature but part of a holistic strategy, starting with infrastructure and observability, then moving up through mission-critical applications. The highlight? The launch of Webex AI Agent, capable of bidirectional, human-like conversations that connect to back-end systems, trigger workflows, and resolve actions such as appointment reschedules or refunds—all without human intervention.

Cisco also showcases the AI Assistant, designed to reduce average handling time, improve first contact resolution, and give agents suggested responses so they can focus on what matters most: the customer. And with CPaaS and CCaaS integration, proactive AI agents can turn one-way messages into intelligent conversations.

Stuart Dorman breaks down how agentic AI can supercharge CX without losing the human touch.

In this CX Today interview, Deputy Editor Rhys Fisher sits down with Stuart Dorman, Chief Innovation Officer at Sabio, to explore the game-changing potential of agentic AI in customer service.

As organizations face mounting pressure to modernize and streamline operations, this conversation dives deep into how businesses can harness AI while still delivering empathy, consistency, and quality at scale.

Whether you're AI-curious or already deploying solutions, this discussion is packed with real-world insights you won’t want to miss.

Agentic AI is more than a buzzword – it's a mindset shift in how we serve customers. Stuart Dorman unpacks Sabio’s approach to blending AI and human-led service, offering a clear-eyed view on what works, what to watch out for, and how to get started.

As someone who’s felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Operata’s most ambitious step yet, expanding CX Observability from a primarily Amazon Connect footprint to 50+ CCaaS, Voice AI, AI customer service, CPaaS, and CRM platforms. It introduces a unified Customer Journey Trace, a smarter CX Copilot powered by AWS Bedrock and OpenAI GPT-5.0, and an open developer approach with an Insights Library and the first MCP server for CX Observability.

John Mitchem, Co-Founder & CEO at Operata: “We launched Operata to solve observability in voice and contact centres. You can’t fix what you can’t see, especially now that AI agents and human agents share the same customer journey.”

Why This Matters: Observability Is the New Control Plane for AI-Era CX

Modern contact centres are multi-platform and AI-augmented. Voice bots hand over to humans. Carriers, IVRs, CCaaS, CRMs, and LLMs all sit in the flow. Without end-to-end visibility, leaders are left guessing where quality drops or handoff failures occur. Customers feel it first; NPS follows.

Mitchem again: “Start with your observability platform. Put the tools in place to judge whether new services reduce friction or create it. This has been true in IT for years and should be no different for your customers.”

The Maestro Release: Three Pillars

1) Global Platform for CX Observability
Maestro supports 50+ platforms across CCaaS, AI Customer Service, Voice AI, CPaaS, and CRM, including Amazon Connect, Genesys Cloud, NICE CXone, Zoom, Talkdesk, 8x8, Twilio, Salesforce, and Zendesk.
A new “Verified” designation flags ready-to-use data collection and integrations, with a one-to-three-day path to verify new platforms.
Why it matters: Most enterprises are hybrid and multi-vendor. Maestro gives IT and Operations one consistent view across providers.

2) One Picture Across CX Services
Customer Journey Trace delivers a single, visual flame-graph timeline spanning telephony, IVR, CCaaS, AI, and human agents, with span-level metrics and context in one place.
The new CX Copilot lets users ask natural-language questions, see visual results, and trigger next-best actions using Operata data.
“Leaders need the whole story, not just the symptoms. Journey Trace exposes transfer delays and AI-to-human mis-handoffs — the places where trust quietly erodes.” — John Mitchem

3) Open Standards for Developers, AI, and Data Teams
Maestro aligns open data collection to industry standards for interoperability and scale.
Insights Library: 50+ real-time CX insights, from low MOS to CX Risk ratings.
Operata MCP Server: the first Model Context Protocol server for CX Observability, enabling LLMs and agentic AI to query insights securely and with context.
Why it matters: As Voice AI and agentic workflows scale, context is everything. Structured, queryable CX context helps AI return relevant answers and actions.

Built for IT & Ops — Now for Data, AI, and CX Leaders
Observability has lived in IT. Maestro broadens the impact. Operations can spot issues before they hit NPS. CX leaders can see real experience impact across journeys. Developers and data teams can integrate Operata’s signals into their own systems.
“There’s no one-size-fits-all AI. Model diversity matters, but context matters more. Operata provides journey context so your AI can answer what went wrong and how to fix it.” — John Mitchem

The Bottom Line
In a world where AI and humans share the same journey, visibility is power. The future belongs to teams that see clearly, act quickly, and learn continuously. Are you one of them?

In this CX Today exclusive, Giuseppe Careri, Chief Technology Officer at XCALLY sits down with Deputy Editor Rhys Fisher, to explore the real-world impact of AI in customer service and experience. Careri, shares how the company blends automation with a human touch to maximize the potential of AI in the customer experience sector.

With 14+ years of hands-on development experience at XCALLY, Giuseppe offers a deep dive into the practical applications of AI – from voice bots and sentiment analysis to agent assist tools. If you’re curious about how AI can streamline CX operations without losing that critical human element, this conversation is a must-watch.

AI is everywhere in CX – but is it actually making things better?

In this conversation, Careri shares how his team is striking the balance between smart automation and meaningful human interaction.

Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM of Webex Customer Experience Solutions at Cisco, to dig deeper.

During the conversation, Patel shared practical examples of how the technology is changing the roles of key contact center stakeholders, including:

🎧 Contact Center Agents 🎧

From gathering customer context upfront to completing post-contact follow ups, Patel discussed how AI is changing the end-to-end service journey.

👩‍💼 Contact Center Supervisors 👩‍💼

Real-time agent management, coaching, reporting... there are lots of AI use cases touching the supervisor role. Patel shares his favorite examples.

💼 Contact Center Managers 💼

From data analysis to intraday management, contact center managers may also access an array of new tools. Patel touches on some of these possibilities, too.

👑 Customers 👑

The customer is the most critical stakeholder. Beyond virtual agents, Patel discusses how service experiences may change for them, too.

The Cisco Webex Contact Center supports all the applications Patel spotlighted. To find out more, visit: https://www.webex.com/

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News - #EnterpriseConnect #contactcenters #contactcenterai

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For more Customer Experience tech news, visit: https://www.cxtoday.com

CX Today's Head of Content Susie Harrison hosts Cognigy's VP Marketing, Alan Ranger.

With Cognigy’s recent launch of their Agent Ops platform, we dive into how AI and human agents are collaborating to boost efficiency, enhance customer interactions, and tackle high-value tasks - while leaving repetitive work behind.

We also discuss tackling workforce concerns about AI, the skills needed for this new era, and how Agent Ops is redefining workforce management with real-time monitoring, compliance, and scalability - handling 10,000 messages in a minute during a crisis!

CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET.

The duo explores changing contact center metrics, AI, and orchestration, discussing:

🤔 Is It Time to Rethink Deflection & Containment? 🤔
Clare explains why these metrics, while useful, aren’t a strategy, and how contact centers may wish to shift their thinking.

🤝 When Should Humans Take the Lead? 🤝
From contacts that are critical for retention to those with upsell potential, Clare highlights where humans should take the lead in the contact center of the future.

🙃 How Will the Support Role Change? 🙃
As humans answer more complex and deliberate contacts, Clare underscores how contact centers can prepare agents for the future.

🛠️ The Future of Agent Tooling 🛠️
Clare shares how agent assist and other AI-driven tools are evolving from knowledge suggestions into coaching systems, helping new hires perform like seasoned experts.

Deep dive on journey orchestration, conversational AI, and agent assist tooling by visiting: ujet.cx

CX Today's Charlie Mitchell hosts a panel customer experience analysts to discuss the latest headlines shaking up the space.

This month’s lineup includes:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wettemann, CEO & Principal Analyst at Valoir
Shelly Kramer, resident & CEO at Kramer & Company
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Derek Top, Senior Analyst at Opus Research

During the discussion, the panel dives into three major CX stories:

💡 ServiceNow Unveils "AI Experience" 💡
ServiceNow has launched a unified AI platform designed to bring together data, workflows, and automation across the enterprise. The analysts unpack what this means for platformization, adoption, and the move toward truly role-aware, embedded AI in the flow of work.

🧠 Oracle’s New Role-Based AI Agents 🧠
Oracle rolls out AI agents for service, sales, and marketing within its Fusion suite, at no extra cost for customers. The panel explores what this means for the rise of specialized, task-focused agents and the future of multi-agent collaboration.

🎤 Qualtrics Acquires PG Forsta for $6.75 Billion 🎤
Qualtrics doubles down on the Voice of the Customer (VoC) market with a blockbuster acquisition, combining three of Gartner’s top five leaders (as PG Forsta recently snapped up InMoment). Our analysts discuss how this reshapes the VOC landscape.

For more CX technology news, visit: 👉 https://www.cxtoday.com

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #servicenow #oracle #qualtrics

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our LinkedIn page.

For more Customer Experience tech news, visit: https://www.cxtoday.com

CX Today's Charlie Mitchell hosts a deep-dive discussion into the Gartner Magic Quadrant for CCaaS 2025.

Joining him for this conversation are two respected industry analysts:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research

Together, the analysts unpack the biggest takeaways from this year’s Magic Quadrant and what they mean for enterprise buyers:

🤔 How Should Buyers Really Use the Magic Quadrant? 🤔
Kerravala and Miller highlight the strengths and pitfalls of using the quadrant as a buying guide, and why context and organizational needs matter more than dot placements.

👀 What Does the Lack of Visionaries Mean? 👀
This year’s quadrant features no visionaries, which both analysts argue misses the mark. They explore why vendors like Zoom and Cisco arguably deserved different placements

😦 Which Placements Were Most Surprising? 😦
Miller and Kerravala discuss the vendors they believe the Magic Quadrant matrix somewhat misrepresents and which other vendors they'd like to see come into the study.

🚀 How Can the Gartner Magic Quadrants Improve? 🚀
A lot of effort goes into Gartner Magic Quadrant reports, but the format has its flaws. The analysts share what they'd like to change.

For more insights into the contact center and broader customer experience space, subscribe to the CX Today newsletter: https://www.cxtoday.com/account/

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #gartner #contactcenters #magicquadrant

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our LinkedIn page.

For more Customer Experience tech news, visit: https://www.cxtoday.com

CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company, to deep dive on the Webex Contact Center.

Cisco's cloud contact center platform recently featured as one of only two "Customers' Choice" CCaaS solutions in a recent Gartner Peer Insights study into the space.

But, what differentiates it? Mitchell and Kramer unpack five of its most differentiative features, including:

Its Agent Experience Suite
From the fundamentals of auto-summaries to the uniqueness of its Burnout Detection software, Cisco's agent experience suite is not only deep, but innovative, too.

MCP and Ecosystem Integrations
Alongside embracing MCP, Cisco is rapidly building out its industry integrations, including headline collaborations with Microsoft, Salesforce, and Epic.

ThousandEyes
Much of CCaaS is becoming commoditized. Yet, Cisco's broader suite allows it to embed differentiated features into is CCaaS solution. Thousand Eyes is an excellent example.

Proactive Messaging
Most CCaaS vendors offer proactive messaging. However, Cisco's CPaaS heritage allows it to go further and help its customers expand their outbound strategies.

CCaaS-UCaaS-CPaaS
Beyond CCaaS-CPaaS, Cisco brings UCaaS into the fold. In doing so, it enables swarming, a tool that is especially powerful in dispersed contact center environments.

Dive deeper into the Cisco Webex Contact Center here: https://www.cisco.com/c/en/us/product...

For more CX technology news, visit: https://www.cxtoday.com

CX Today's Charlie Mitchell introduces a rundown of everything Content Guru, a prominent global contact center provider.

And who better to have that conversation with than Sean Taylor, CEO of Content Guru.

After some friendly intros looking back over Taylor's long tenure in the contact center space, the pair get into the weeds, discussing:

Content Guru's Differentiators in the Crowded Contact Center Space
Its Big Wins and Enterprise Success Drivers
Content Guru's Vision for the Future

Watch on YouTube.

CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space.

Five prominent CX analysts join the panel to dissect each story.

In this conversation, those analysts include:

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

During the discussion, they touch upon the following four news stories:

Genesys Announces $1.5BN in Investment from Salesforce and ServiceNow

Our panellists react to Genesys's $1.5BN in funding from two CRM giants, unpacking what it means for the market and future CCaaS-CRM integrations.

NiCE Agrees $995MN Acquisition of Cognigy

Cognigy is one of many conversational and agentic AI providers. So, why has NiCE broken the bank to acquire it? The analysts break it down.

Five9 CEO Departs, Alongside Three Senior Execs

Five9 is in a state of flux. But, will it emerge in a better or worse position? The analysts share their take.

Salesforce to Acquire Bluebirds

Switching attention from service to sales, the industry experts break down Salesforce's acquisition and how its customers may benefit.

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

You can also join in the conversation on our Twitter and LinkedIn pages.

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.

In this edition of the Big CX Update, Floyd March sits down with Rishi Rana, CEO of ‪Cyara.

Rishi shares his journey in the industry, how Cyara approaches the market, what typical implementation looks like, its approach to innovation, and what the future of CX looks like.

Cyara is on a mission to redefine the future of CX with its holistic view of the space.

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 real-world customer stories.

In doing so, they discuss:

What challenges are contact centers facing today?
How NiCE is tackling these issues at Interactions International 2025
What else is there to enjoy?

CX Today’s Charlie Mitchell hosts Jodi Reuven, a Senior Product Marketing Manager at Zoom.

The duo offers a deep dive into Zoom’s next-generation Virtual Agent, which can reason and adapt in real time to boost resolution rates.

In doing so, they consider:

How does the next-generation virtual agent differ from what came before?
What new features may excite Zoom customers?
Real Results within Zoom's Own Contact Center

After years of circling the CCaaS space, RingCentral is carving out a position with RingCX, a platform aimed at simplifying contact center deployments without cutting core capabilities. In this CX Today interview, Andy Watson, Senior Product Marketing Manager at RingCentral, discusses:

The Fast Growth of RingCX - Initially aimed at smaller teams, RingCX now serves 1,000+ businesses, many with 1,000+ seats. Watson shares insights on where it's gaining traction and how customers are reacting.
AI-Powered Quality Management & Interaction Analytics - RingSense is at the heart of RingCX’s AI strategy. Watson explains how tools like AI Quality Management and Interaction Analytics are helping organizations move beyond manual scoring and flawed survey data.
A “Right-Sized” Contact Center Alternative - Watson walks through how RingCX is designed for teams that don’t fit the mold of traditional contact centers, and why simplicity, speed of deployment, and extensibility are key differentiators.
What's New from CCW 2025 - At CCW Las Vegas, RingCentral added new capabilities like Agent Assist and opened up beta access to Interaction Analytics. Watson breaks down how these updates are being used in real-world environments.

CCaaS solutions promise efficiency and scalability, but many tech specialists unknowingly make a few common but critical mistakes that lead to costly regrets.

In this episode, CX Today's Floyd March hosts Michael Burrows, Director of CX Solutions, Miratech.

We uncover the common pitfalls affecting 80% of professionals in their CCaaS decision-making process.

Miratech provides expert insights into why this issue persists and how businesses can sidestep these costly errors.

Learn the strategies to optimize your CCaaS investments and avoid the common missteps that derail implementation success. Don’t make the same mistakes—watch now and take control of your CCaaS strategy!

Watch on YouTube.

CX Today's Charlie Mitchell hosts Mario Matulich, President of the Customer Management Practice.

Matulich discusses what to expect from the upcoming Customer Contact Week 2025 event that takes place between June 9-12, 2025.

In doing so, they discuss:

The challenges attendees currently face within their CX operations.
How CCW addresses these challenges with its agenda.
The flagship speaker sessions for the week.

For more on CCW 2025, visit their website.

Thanks for watching. If you’d like more content like this, don’t forget to SUBSCRIBE to our channel.

You can also join the conversation on our X and LinkedIn pages.

CX Today's Charlie Mitchell hosts a conversation about the different CCaaS pricing models available to contact centers.

To weigh up the pros and cons of each, he's joined by:

Zeus Kerravala, Principal Analyst at ZK Research
Heidi Elmore, Senior Product Marketing Manager for Amazon Connect

First, they note how contact center providers are struggling to price their offerings now as AI threatens seat counts. From there, they consider:

What CCaaS pricing models are out there?
Kerravala introduces several common models, including subscription-, tier-. and outcome-based pricing plans.
How does AWS price Its CCaaS Solution: Amazon Connect?
Elmore discusses why AWS opted for a consumption-based model, and why the cloud giant believes the option is the future for CCaaS providers.
What differentiates the AWS Aapproach?
Kerravala gives his take on the AWS approach before Elmore shares key differentiators in its approach to consumption-based pricing.

In this CX Today interview, Deputy Editor Rhys Fisher sits down with Jennifer Sutcliffe, Vice President of Operations and Control at ComputerTalk, for an in-depth discussion on data protection and compliance in the contact center space.

Jennifer unpacks the layered approach ComputerTalk takes to security, while offering expert insights into emerging trends like AI regulation and data sovereignty.

What does real trust look like in a digital contact center? For Jennifer Sutcliffe and the team at ComputerTalk, it’s about building compliance into the DNA of every customer interaction.

In this episode, we dig into how today’s security practices can fuel, not frustrate, the customer experience. Key discussion points include:

Why data protection is foundational to CX, and not just a legal checkbox
How ComputerTalk’s “three-pronged” approach protects data without disrupting the agent or customer journey
The shift toward data sovereignty and growing skepticism of public cloud models
Predictions on how AI will both challenge and bolster data security frameworks in the years ahead

A new era for contact center training and live support – minus the analog mess.

In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, to explore how the company’s Agent Assist headset solution is revolutionizing agent training and real-time support in contact centers. Analog training tools in digital contact centers? Cyber Acoustics says no more.

In this deep-dive interview, Thor walks Rhys through the story, tech, and impact behind Agent Assist – a next-gen headset solution designed to replace outdated systems and empower agents beyond onboarding.

Watch to find out how Agent Assist:

Eliminates outdated QD cables with sleek, fully digital USB headsets
Enables live, in-call coaching without transferring calls, so agents learn as they go in real-time
Builds long-term agent expertise by allowing them to hear how supervisors resolve issues, every time
Boosts audit readiness by giving clients flexible access to monitor any agent’s live calls

From omnichannel excellence to AI-driven automation, XCally’s Sales Director Marco Pasculli breaks down the next big shifts in customer experience.

In this episode, Rhys Fisher, Deputy Editor at CX Today, is joined by Marco Pasculli, Sales Director at XCally.

The pair dived into the hottest trends in the contact center, including reshaping CX, AI automation, and the CRM-CCaaS convergence.

Marco shares exclusive insights into how businesses can future-proof their customer interactions.

The contact center landscape is evolving fast, and businesses must keep up or risk falling behind. In this exclusive interview, Marco unpacks the key trends driving change and how companies can leverage new technologies to create seamless customer experiences.

Key discussion points

Omnichannel Integration & Fragmentation – Why many companies still struggle with true cross-channel connectivity and how XCally solves this challenge.

AI & Automation – From conversational AI to predictive analytics, discover how automation is reshaping customer support.

The CRM-CCaaS Convergence – How CRMs are encroaching on CCaaS territory and what that means for contact centers.

Future-Proofing with Cloud & On-Premise Flexibility – The surprising resurgence of on-premise solutions and the geopolitical factors driving it.

Next Steps

Watch the full interview to gain actionable insights from industry expert Marco Pasculli.

**Explore how XCally’s solutions can optimize your contact center experience.

Subscribe to CX Today for more exclusive CX and tech insights.**

Is AI Overhyped... or the Future of EVERYTHING?

Join Susie Harrison from CX Today as she delves into the AI revolution with Sean Taylor, Global CEO of Content Guru. They discuss past predictions, future possibilities (all the way to 2050), and the real impact of AI on Customer Experience.

In this thought-provoking conversation, you'll discover:

🕰️ Did We Get It Right? A look back at AI expectations from 25 years ago – were we even close?
🚀 What Will CX Look Like in 2050? A glimpse into the distant future with a leading futurist
💡 The AI You Need to Know NOW: Practical, near-term AI developments that CX leaders can't afford to ignore.
🤝 Content Guru's 20-Year Journey: How a company built on future-forward thinking is shaping the AI landscape.
🤯 The "AI Alcohol" Experience: You must hear about this unique and thought-provoking concept from Brain 2050
Prepare to have your perceptions of AI challenged and your understanding of its potential expanded

Register your interest in Brain 2050 today! 👉 https://www.contentguru.com/en-gb/abo...

❤️ Tap the like button if this video sparked your curiosity about AI
✅ Subscribe so you don't miss more discussions on the cutting edge of CX
🗣️ What's your biggest question about the future of AI? Share it in the comments below
📰 Stay informed at CXtoday.com for all the latest news and trends in customer experience

In this interview, Miratech's Matthew Ainsworth dives deep into the current state of CX and the dynamic opportunities emerging in this rapidly evolving landscape.

From the quick rise of CCaaS, to the challenges large enterprises face in adopting cloud technologies, Matthew reveals why CX transformation isn't as simple as just jumping on the AI bandwagon.

With real-time experiences and multi-vendor solutions becoming the norm, discover what businesses need to consider to stay ahead in the game and the complex hurdles of data security and personalization that come with innovation.

Join Rhys Fisher as he sits down with Derek Corcoran, the CEO and Founder of Scorebuddy, a leading vendor in the quality assessment space.

Derek shares his journey from the telecommunications industry to creating Scorebuddy, discussing how AI is reshaping the customer service landscape and transforming agent performance. This conversation dives into how technology is streamlining the customer experience, offering invaluable insights for anyone interested in the future of customer service operations.

In this exclusive interview, Derek opens up about his background, what drives him, and how Scorebuddy is setting a new standard in the contact center industry. Here's what you'll learn:

The Birth of Scorebuddy: How a need for efficient quality management in contact centers led Derek to develop a comprehensive solution.
AI’s Role in Contact Centers: Derek discusses the growing impact of artificial intelligence, from automating evaluations to augmenting human oversight, and how Scorebuddy is leveraging this technology.
Customer Success at the Core: With a strong focus on customer satisfaction, Derek explains how Scorebuddy's team is dedicated to ensuring each deployment succeeds and customers see real business impact.
The Future of Innovation: Derek shares his perspective on what’s next for the industry and how Scorebuddy is staying ahead of the curve by continuously evolving with new technologies.

This interview provides a behind-the-scenes look at the intersection of AI and customer service, highlighting the practical and strategic implications for businesses navigating this exciting transformation.

Watch on YouTube.

In this episode of our Salesforce Update, CX Today's Floyd March hosts two expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:

The Salesforce and Google Partnership

The CRM leader has allowed joint customers to access Google Gemini within Salesforce’s Agentforce platform. The analysts explore why this is so significant.

Agentforce 2dx

The next evolution of the Agentforce platform launched at the beginning of March. The analysts share how 2dx is different from what came before..

Salesforce Hints at a Move Into ITSM Space

Salesforce CEO Benioff teased a move into the ITSM space two times last month. A snipe back at ServiceNow or an inevitable move? The analysts share their perspectives.

The two expert analysts taking on each topic are:

Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

Stay up to date with the latest in CX space by subscribing to our newsletter.

You can also join in the conversation on our Twitter and LinkedIn pages.

Watch on YouTube.

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

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

In this edition, our 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 more insight into each of the three following news stories:

AWS Launches the Next Generation of Amazon Connect

The Amazon Connect relaunch signals a major platform re-architecture, with AWS embedding first-party AI across its CCaaS platform.

Zendesk Debuts a New CCaaS Solution After Acquiring Local Measure

Following Zendesk's acquisition of Local Measure, it introduced a CCaaS solution for the midmarket and above.

Genesys Delays Its Bid to Become an IPO

The Information broke the story, with its sources suggesting that the company chose to do so because of increased "stock market volatility". But are there other reasons.

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

You can also join in the conversation on our Twitter and LinkedIn pages.

CX Today's Head of Content Susie Harrison hosts Cognigy's VP Marketing, Alan Ranger.

With Cognigy’s recent launch of their Agent Ops platform, we dive into how AI and human agents are collaborating to boost efficiency, enhance customer interactions, and tackle high-value tasks - while leaving repetitive work behind.

We also discuss tackling workforce concerns about AI, the skills needed for this new era, and how Agent Ops is redefining workforce management with real-time monitoring, compliance, and scalability - handling 10,000 messages in a minute during a crisis!

AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact.

Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM at Cisco Webex CX, to dig deeper.

During the conversation, Patel shared practical examples of how the technology is changing the roles of key contact center stakeholders, including:

Contact Center Agents - From gathering customer context upfront to completing post-contact follow ups, Patel discussed how AI is changing the end-to-end service journey.
Contact Center Supervisors - Real-time agent management, coaching, reporting... there are lots of AI use cases touching the supervisor role. Patel shares his favorite examples.
Contact Center Managers - From data analysis to intraday management, contact center managers may also access an array of new tools. Patel touches on some of these possibilities, too.
Customers - The customer is the most critical stakeholder. Beyond virtual agents, Patel discusses how service experiences may change for them, too.

CX Today's Head of Content Susie Harrison hosts Matthew Ainsworth, Chief Revenue Officer at Miratech, for a deep dive into his professional background, life at Miratech, and what's next for contact centers and CX.

Matthew shares insights into Miratech’s evolution in CX solutions, their innovative approach to cloud-based managed services, and how they’re helping enterprises navigate the complexities of AI, cloud migration, and next-generation contact centers. From his passion for constant learning in a fast-evolving tech landscape to the unique, relentless culture at Miratech, Matthew offers a behind-the-scenes look at what drives the company forward.

Discover how real-time translation, accent smoothing, and AI-powered agents are redefining customer service.

Join Rhys Fisher, Deputy Editor at CX Today, as he delves into the future of AI in contact centers with Davit Baghdasaryan, Co-founder & CEO of Krisp, and Wayne Butterfield, AI & Automation expert at ISG.

The trio explores the next-gen AI technologies shaping 2025, including real-time translation, groundbreaking accent smoothing innovations, and AI-powered agents. Whether you're in customer service, tech, or business strategy, this is a must-watch discussion on the evolution of AI in CX and the contact center.

How is AI transforming the contact center industry? In this insightful discussion, industry leaders reveal the AI advancements set to redefine customer interactions in 2025.

Real-Time AI Translation: Krisp’s cutting-edge interpreter tech removes language barriers in customer service
Accent Smoothing Technology: Enhancing global communication by making conversations clearer and more natural
AI-Powered Agents: The rise of digital co-workers assisting human agents for faster, smarter service
Why It Matters: From seamless multilingual interactions to AI-boosted efficiency, these innovations are set to reshape customer experience. Tune in to get ahead of the curve!

Watch on YouTube.

In this episode of our Salesforce Update Show, CX Today's Charlie Mitchell hosts three expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:

Salesforce Lays Off 1,000 Employees

The CRM leader has reportedly laid off 1,000 employees amid hiring more staff to sell Agentforce. Does this suggest Salesforce is reorientating its whole business? The analysts share their takes.

1,000+ Confirmed Agentforce Deals

Salesforce recently announced that it has already won over 1,000 Agentforce deals. Here, the analysts share some of the experiences of the platform's early customers.

Salesforce & Co. Release an AI Energy Score

Built with Hugging Face, Cohere, and Carnegie Mellon University, Salesforce launched a new AI Energy Score benchmarking tool. But, how does it work, and why does it matter?

The analysts tell all. The three expert analysts taking on each topic are:

Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

You can also join in the conversation on our Twitter and LinkedIn pages.

In this exclusive CX Today interview, Rhys Fisher, Deputy Editor, sits down with Thor Mitskog, CEO of Cyber Acoustics, to discuss how the company is transforming communication in call centers with cutting-edge headset technology.

As the demand for better customer support grows, Cyber Acoustics is leading the way with audio solutions that address common issues in call centers – from agent training to background noise. Their latest innovations offer real-time agent monitoring and AI-powered noise cancellation, providing businesses with tools to enhance both agent performance and customer experience.

Cyber Acoustics is redefining the headset market with innovations designed for today’s high-demand call center environments. With a focus on comfort, performance, and real-time solutions, Cyber Acoustics has developed products that tackle key challenges head-on.

In this in-depth conversation, Thor Mitskog reveals:

Training Made Easy: Real-time agent monitoring allows managers to listen in on calls and offer guidance without interrupting the conversation.
AI-Powered Noise Cancellation: Their latest headsets block out even the loudest distractions, enhancing call quality and agent focus.
The Comfort Factor: Multiple iterations of headsets ensure a perfect fit for every employee, making them more likely to stay compliant and engaged.
Future Innovations: From AI-driven improvements to video conferencing solutions, Cyber Acoustics is focused on expanding its product line to support a wider range of communication needs.

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five prominent CX analysts to dissect each story.

In this edition, our CX experts include:

Zeus Kerravala, Principal Analyst at ZK Research
Shelly Kramer, President & CEO at Kramer & Company
Nicolas de Kouchkovsky, Principal Analyst at CaCube Consulting
Derek Top, Senior Analyst at Opus Research
Finbarr Begley, Senior Research Analyst at Cavell Group

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

Avaya to Stop Supporting CCaaS Clients with Fewer Than 200 Seats

Avaya will stop serving public cloud contact centers with fewer than 200 seats. It's also discontinuing its SIP Trunking CPaaS cloud services. The analysts discuss: how did we get here, and where should affected customers look next.

Google's New Bot That Makes Customer Service Calls for You

Google is testing an "Ask for Me" bot for its search engine, which will talk to customer service on behalf of customers. It has also filed a patent for an on-device chatbot that will take outbound calls for consumers. The analysts consider whether these innovations will beckon a future of machine-to-machine customer service.

Zoho Is the Latest Enterprise Tech Giant to Announce AI Agents

Alongside a CEO change, Zoho released AI agents while teasing low pricing as a key differentiator. The analysts mulled over the news while pinpointing other major talking points in the tech giant's agentic AI approach.

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Join CX Today's Floyd March and Zeus Kerravala, Principal Analyst at ZK Research, as they explore the key takeaways from Cisco Live 2025 EMEA.

From AI-driven customer service to network security, here’s what they discussed:

Webex AI Agent: Now generally available, this AI-driven agent offers autonomous, human-like interactions and supports multiple languages.
AI Assistant for Webex Contact Center: Also generally available, this feature helps agents by summarizing conversations, providing real-time transcriptions, and offering suggested responses.
Smart Switches with Data Processing Units (DPUs): Cisco’s smart switches incorporate DPUs to offload security functions, ensuring secure and efficient networking, particularly as AI-driven breaches increase.
EMEA's Role in the AI Evolution: With AI adoption accelerating globally, Kerravala discusses the need for Europe to step up its game to avoid falling behind in the AI race.

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In this exclusive CX Today interview, Rhys Fisher, Deputy Editor, sits down with Anthony Canoso, Head of Customer Experience at Krisp, to discuss a groundbreaking advancement in AI-driven language interpretation.

With the rapid evolution of contact center technology, Krisp’s AI Live Interpreter is redefining multilingual customer support – eliminating wait times, reducing costs, and enhancing customer satisfaction.

The future of seamless, real-time language interpretation is here. Krisp’s AI Live Interpreter eliminates the inefficiencies of traditional translation services, allowing agents to instantly communicate with customers in 27+ languages.

In this insightful discussion, Anthony Canoso reveals:

How It Works: No integrations, no delays – Bidirectional AI translation at the push of a button
The Business Impact: Dramatically cuts costs and improves customer satisfaction (CSAT)
Enterprise-Ready Features: Scalable, secure, and fully compliant with global regulations
What’s Next: More languages, custom vocab, and IVR integration on the horizon

CX Today's Charlie Mitchell hosts Simon Adnett, VP of Sales - UK&I / EMEA at Enghouse Interactive.

We introduce a host of contact center trends for 2025. Before focusing on four specifically:

Generative AI & Knowledge Management: Learn how these two game-changing technologies are converging to improve first contact resolution and create smarter agent workflows.
Conversational Intelligence: Discover why this once enterprise-exclusive technology is now more accessible and how it can deliver deep insights into customer sentiment.
Agent Assist: Hear Simon’s take on how real-time support tools powered by AI are helping agents handle complex queries while combating burnout.
Automated QA: Explore how advancements in quality assurance now provide smarter evaluations, reducing costs and driving better customer interactions.

Simon also dives into the nuances of why these trending tools are gaining traction, the challenges they solve, and their impact on the contact center of the future.

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contactcenters #ccaas #enghouse

For more Customer Experience tech news, visit: https://www.cxtoday.com

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by six prominent CX analysts to dissect each story.

In this edition, our CX experts include:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Simon Harrison, Founder & CEO of Actionary
Finbarr Begley, Senior Research Analyst at Cavell Group

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

ServiceNow to Hire Up to 3,000 Employees

ServiceNow - which also acquired CueIn in January - plans a hiring spree to support its growth, AI innovation plans, and meet customer demands.

Verint Quietly Acquired Four AI Providers in 2024

The contact center stalwart rolled up Cogito, Fonolo, and two unnamed tech providers to support its specialized bot strategy.

Microsoft Makes Big Moves In the Contact Center Space

The enterprise tech giant declared "customer service is broken" in a report, offered a 30-day free trial of its CCaaS platform, and announced native AI agents for it.

Stay up to date with the latest in CX space by subscribing to our newsletter.

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In this engaging discussion, Rhys Fisher, Deputy Editor of CX Today, chats with Thor Mitskog, President of Cyber Acoustics, to explore the evolving role of acoustic technology in modern contact centers. Thor reveals the thought process behind their latest headset launches – the HS-1500BT2 and AC-404ENC – and how these innovations are set to address common pain points in the sector.

Thor dives deep into their design enhancements and the problems these devices solve.

Key takeaways:

HS-1500BT2: Features larger ear cups for comfort, cooling organic leatherette ear coverings, AI-driven noise cancellation, and dual wireless/USB functionality for versatility
AC-404ENC: A travel-ready headset with ergonomic design, dual USB-A/USB-C connectivity, and advanced inline controls for streamlined work setups
Pandemic Lessons: How changing work environments – from noisy home offices to acoustically challenging workplaces – have shaped Cyber Acoustics' approach to innovation
The Future of AI in Contact Centers: Real-time agent feedback tools and dialect-neutralizing hardware that promise to redefine industry standards

CX Today's Rhys Fisher hosts Felix Winstone, Co-Founder & CEO at Talkative.

The pair discuss Talkative's GenAI Chatbot and the wider role of AI in the contact center space. In doing so, they cover:

Strategic AI implementation and understanding
Expanded AI use cases beyond chatbots
How GenAI can improve CX while delivering ROI

Join Rhys Fisher, Deputy Editor at CX Today, as he chats with Chris Bardon, Chief Software Architect at ComputerTalk.

Together, they delve into the transformative role of AI in customer experience and explore the latest features of Computer Talk’s ICE 15 platform.

The discussion reveals how AI is pushing the boundaries of real-time agent assistance and seamless contact management. Here are some of the key takeaways:

Real-Time AI in Action: How ICE 15’s agent assist tools use GenAI for live call analsis, helping agents access critical information instantly
Simplified Interfaces for Better Experiences: The importance of a unified platform that consolidates voice, chat, email, and social channels into one seamless interface
AI and Human Synergy: Why AI supplements human creativity rather than replacing it, from automating routine tasks to empowering new agents
ROI and Measurement: Strategies for assessing the tangible value of AI-powered platforms like ICE, from reduced agent workloads to enhanced customer insights

CX Today's Charlie Mitchell hosts a conversation reflecting on some of NVIDIA's big agentic AI innovations from January 2025.

These AI Agent innovations include:

A new set of Blueprints to help build enterprise AI Agents.
A specific blueprint for AI Agents that can analyze video.
The “Llama Nemotron” suite of “Open” Large Language Models

Joining CX Today for that conversation are:

Erik Pounds, Senior Director of Enterprise AI Software at NVIDIA
Zeus Kerravala, Principal Analyst at ZK Research

To learn more about how agentic AI will help transform the CX space, subscribe to the CX Today newsletter: https://www.cxtoday.com/account/

CX Today's Charlie Mitchell runs through several takeaways from a recent industry study, entitled: "RingCentral Trends 2025: The State of AI in Business Communications".

For the conversation, he's joined by:

John Finch, Global Vice President Product Marketing, CX at RingCentral
Esther Yoon, Vice President of Product and Industry Marketing at RingCentral

Both guests share excellent insight into key findings from the report. In doing so, they discuss:

The AI optimism gap between senior leaders and their teams
How companies are proving the ROI of AI
The key to putting data to work and powering new use cases

To watch the webinar that goes deeper on AI In business communications, click here.

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In the first episode of our Salesforce news show, CX Today's Charlie Mitchell hosts two expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:

Agentforce 2.0 Announcement: The announcement comes just three months after the platform launched. What makes it different from what came before?
Atlas Reasoning: The Atlas reasoning engine is new to Agentforce 2.0. It promises to turn "tasks into trusted outcomes". Why is this so significant?
Agentforce in Slack Becomes Available: After first acquiring Slack, Salesforce aimed to deliver a "digital HQ" for work. Will the rise AI Agents in Slack enable this?
The Microsoft Beef Continues: At the launch of Agentforce 2.0, Benioff challenged rivals to put their AI Agents on their websites. Why does he keep poking at industry rivals?

The two expert analysts taking on each topic are:

Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir

Stay up to date with the latest in CX space by subscribing to our newsletter, visit our sign up page.

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CX Today's Charlie Mitchell introduces five AI use cases for customer experience, with a specific focus on contact centers.

To help run through all of them, he's joined by: Chris Crosby, Founder & CEO of Ventures CX Chandler Galt, Senior Product Marketing Manager of the Zoom Contact Center.

Both guests share their perspectives on the following use cases, one as a contact center leader and another as a tech specialist.

Customer Intent Modelling
GenAI-Powered Virtual Agents
Real-Time Agent Assistance
Auto-QA
Feedback Analysis

To learn more about the Zoom Contact Center, visit Zoom.

CX Today's Kieran Devlin speaks to Blair Ferguson, Chief of Staff at ComputerTalk.

In this session, we discuss the following:

An introduction to ComputerTalk as a market leader and brand
A deep dive into ComputerTalk's products and go-to-market and implementation strategies
How ComputerTalk addresses technology problem solving and innovation

CX Today's Charlie Mitchell hosts Dom McDonald, CEO of ULAP.

They introduce ULAP Voice and how the solution ensures compliance in enterprise communications, with a non-AI led strategy. In doing so, they discuss:

What makes ULAP Voice unique?
Why does ULAP takes a non-AI-led approach?
Examples of how regulators might influence the adoption of solutions like ULAP Voice
Challenges and priorities that lead customers to choose solutions like ULAP Voice
What innovations or features is ULAP prioritizing to meet its customers’ evolving needs?

CX Today's Charlie Mitchell hosts Lee Jones, Director of Elev-8 Performance.
They kick off the conversation by considering:

What is total experience?
How does it work?
What are the benefits of total experience?

Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom shares some best practices for making total experience a reality.

CX Today's Charlie Mitchell hosts Steve Nattress, VP of Product Management at Enghouse Interactive.

In this session, we explore the ethical considerations brands must make before deploying AI in the contact center.

In doing so, we discuss:

How has AI use has changed in the contact center over the past 2 years?
What ethical, data privacy, and security challenges have contact centers been confronted with in that time?
How is Enghouse approaching ethical AI to help its clients push past these challenges?
How can contact center buyers evaluate their potential partners' ethical practices?

For on Enghouse Interactive's contact center tech philosophy, visit: https://enghouseinteractive.co.uk/

Hosted by Charlie Mitchell, Senior Editor of CX Today News - Customer Experience Technology News - #contactcenters #ethicalai #enghouse

For more Customer Experience tech news visit https://www.cxtoday.com

Rhys Fisher hosts Emmanuel Doubinsky, Product Director at Scorebuddy.

The pair discuss how AI and automation are being used in the Quality Assurance (QA) space. In doing so, they cover:

The challenges that come with having access to more QA data
The role human agents play in an increasingly AI-centric sector
How AI will impact the future of QA

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025.

To run through them, he's joined by:

Barry Cooper, President of NICE CX
Max Ball, Principal Industry Analyst at Forrester Research

Both share their perspectives on each of the trends - as shared below:

Trend 1 – Advancements In AI Will Turn Contact Centers Into Profit Centers
Trend 2 – Contact Center Leadership Roles Will Become More Strategic and Stretch Beyond Customer Support
Trend 3 – Contact Centers Will Shift Investment from Human-Led Interactions to Reskilling the Workforce
Trend 4 – AI-Centric Customer Experience Benchmarks Come to the Fore
Trend 5 – Businesses Will Shift AI Providers to Realize Immediate Business Value

More on each of these trends is available within NICE's CX Trends for 2025 study. It also includes several more trends with expert analysis. Check it out here: https://get.nice.com/stateofcx

Alternatively, to learn more about NICE's CX tech, visit: https://www.nice.com/

Hosted by Charlie Mitchell, Senior Editor of CX Today News - Customer Experience Technology News #customerexperience #cx #nice

For more Customer Experience tech news, visit: https://www.cxtoday.com

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five prominent CX analysts to dissect the latest news in the space, including stories from Microsoft, Afiniti, and Sprinklr.

In this edition, our CX experts include:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Derek Top, Senior Analyst at Opus Research
Finbarr Begley, Senior Research Analyst at Cavell Group

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CX Today's Susie Harrison hosts Ben Booth, CEO & Co-Founder at MaxContact to explore the trends in contact centers for the year ahead.

In this session, we explore:

The dominant trends in the contact center of 2025 and the essential tech for managers to align themselves with
Proving ROI from AI investment and how to identify where AI is offering benefits
Striking the optimal balance between use of AI and human agents, and how much freedom to give AI
AI's current limitations and how to implement guardrails to ensure its safe use

CX Today's Susie Harrison hosts Sebastian Glock, Director of Product Marketing at Cognigy, to delve into agentic AI and its possibilities for CX.

In this session we cover:

What agentic AI is
Agentic AI's potential to revolutionize the CX market
What Cognigy's agentic AI delivers
How the interplay between human and digital agents is evolving
The future for contact centers and agentic AI

CX Today's Susie Harrison hosts Alan Ranger, VP Marketing at Cognigy, for a deep dive into his role, Cognigy and innovations in AI.

Expect to dive into the heart of Cognigy's company culture, understand their key products and services, and discover how they tackle the big challenges in the tech industry

Bright Pattern Is Redefining Flexibility in Contact Centers

In this interview, Rob Scott of CX Today sits down with Michael McCloskey, CEO of Bright Pattern, to explore one of the hottest debates in contact center technology: cloud versus on-premises solutions. With a growing push from CCaaS providers towards cloud-only models, Michael explains why Bright Pattern’s philosophy of deployment flexibility—allowing companies to "have it your way"—is changing the game for organizations navigating a complex tech landscape.

Tune in to uncover:

Why the Cloud-Only Push? Gain insights into the industry trend of cloud-only solutions and the potential risks they pose to organizations looking for more customized options.
Bright Pattern's Flexible Approach: Discover how Bright Pattern's platform supports both cloud and on-premises models without sacrificing features or performance, providing a true "have it your way" experience.
Critical Compliance and Data Considerations: Hear about the importance of deployment flexibility when addressing regulatory compliance, data sovereignty, and brand trust—key factors for companies handling sensitive customer data.
AI-Driven Contact Centers: Learn how Bright Pattern’s AI capabilities enhance customer service, seamlessly integrating into both deployment types to support evolving CX strategies.
This is a must-watch for CX leaders and tech decision-makers looking to future-proof their infrastructure choices while balancing security, compliance, and innovation. Michael also shares predictions for the future of contact centers and what organizations should consider to stay competitive in a shifting market.

Next Steps:
Explore how deployment flexibility could benefit your organization’s CX strategy. For more insights and industry trends, stay connected with CX Today.

CX Today's Rhys Fisher hosts David Juniper, Group Director at ROAR B2B.

They preview the upcoming Call and Contact Centre event that takes place between November 27-28, 2024.

In doing so, they discuss:

The challenges attendees currently face within their contact centre operations.
How the event addresses these challenges with its agenda.
The flagship speaker sessions for the week.

For more on Call and Contact Centre 2024, visit their website.

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CX Today's Susie Harrison hosts Dave Hampton, Head of Managed Services at Ultima Business Solutions, to explore their evolutionary and mutually beneficial partnership with Bright Pattern.

In this session we cover:

How Bright Pattern's solutions have impacted Ultima's business operations and customer experience
Some of the key challenges or pain points that Ultima was looking to address by implementing Bright Pattern's technology
The measurable benefits seen by Ultima since working with Bright Pattern
How their partnership will continue to evolve

CX Today's Susie Harrison is joined by Jamie Snaddon, Managing Director, EMEA at 8x8.

In this session, we cover:

The biggest trend now and where it will take us next
AI adoption trends in CX
How the vendor landscape will change as security and regulations evolve
Tips for maintaining or gaining a competitive advantage in this new ecosystem

CX Today's Charlie Mitchell hosts Vasili Triant, Co-CEO of UJET. Two months into the role, Triant has taken the reigns at an exciting time for the CCaaS vendor, which recently completed a $76MN funding round. During the conversation, he discussed:

UJET's vision for the future of CCaaS
How he will help to make that vision a reality as Co-CEO
UJET differentiators in the CCaaS space
Where will UJET innovate next?

Watch on YouTube.

CX Today's Charlie Mitchell presents the 2024 Gartner Magic Quadrant for CCaaS.

He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Nerys Corfield, Director of Injection Consulting.

Together, they consider some of the questions swirling the Gartner MQ, which include:

Is the inclusion criteria fair?
How does it reflect broader CCaaS trends?
How should CCaaS buyers leverage the report?

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Contact centers face many of the same challenges they always have. However, in an age of new-wave AI, continued digitization, and changing customers, they face several new obstacles, too.

Recognizing this, Brandon Knight, Global Head of CX Ecosystem at Zoom, joins CX Today's Charlie Mitchell to run through five of the most pressing contact center challenges for 2025. These are:

High agent turnover
Continued omnichannel frustration
Pressure to implement AI and deliver quick ROI
Siloed knowledge and data
Accelerating customer expectations

CX Today's Susie Harrison hosts Matt Yates, VP Engineering at MaxContact.

In this session, we cover:

Harnessing the huge volumes of data available efficiently and effectively
The key opportunities and challenges in having this data available
Tips for implementing clear, data-driven decision making
The impact of AI on how data is captured and the level of detail provided
The broader impact of AI in the contact center

Watch on YouTube.

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by six prominent CX analysts to dissect the latest news in the space, including stories from NICE, Salesforce, and Microsoft.

In this edition, our CX experts include:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Simon Harrison, Founder & CEO of Actionary
Martin Schneider, VP & Principal Analyst at Constellation Research

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CX Today's Susie Harrison hosts Jon Burg, VP Strategy at TechSee, for a discussion on the rise of agentic AI.

In this session, we cover:

What agentic AI is
How it makes decisions
How issues of safety, robustness and unintended consequences can be mitigated
The interplay between agentic AI and human agents in CX
The future for this technology in replicating human cognition

CX Today's Charlie Mitchell introduces a beginner's discussion about contact center AI. For this conversation, he's joined by two industry experts:

Anders Ruge, a Senior AI Solution Architect at Puzzel
Martin Hill Wilson, the Founder of Brainfood Consulting

During the video both contact center experts consider:

The many AI use cases beyond customer-facing bots
How bots have evolved over the past five to ten years
Where to start with contact center AI

Halfway through the recording, Ruge also shares a demo of a contact center bot, bringing to life how much simpler it now is to deploy the technology.

CX Today's Susie Harrison hosts Anand Viswanathan, AVP & Global Head of CCaaS, Tata Communications.

In this video, Anand shares his top tips on finding a best fit CCaaS platform. It also covers:

The importance of scalability, security and compliance in making a CCaaS platform selection
Agent productivity and efficiency

Watch on YouTube.

CX Today's David Dungay spoke to prominent analyst Dave Michels, Founder of TalkingPointz. In this session we discuss the following:

How Avaya is leveraging AI
Zoom relationship update
How can Avaya remain relevant

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CX Today's Charlie Mitchell introduces a discussion about whether an AI-centric strategy is REALLY the best option in enterprise communications?

For this discussion, he's joined by two industry experts:

Dominic McDonald, CEO of ULAP
Dom Black, Growth Director & Principal Analyst at Cavell

During the video, the enterprise communications experts discuss:

The trend of tech vendors using the term "AI" in their product descriptions reducing their customers' "purchase intentions"
Why brands may wish to take a non-AI-centric approach to enterprise communications
The verticals in which this conversation is most prevalent
What is ULAP doing to support businesses taking a non-AI-centric approach?

CX Today's Susie Harrison hosts Rema Nasif, Managing Director of Strategy at OneMagnify.

In this session, we discuss:

What's top of mind for marketing and CX leaders regarding their customer research programs?
Why persona development and customer journey mapping are such critical components of success
How marketing and CX leaders should think about refreshing their customer personas

CX Today's Charlie Mitchell introduces a discussion about contact center AI, and the opportunities and risks for insurers. For this conversation, he's joined by two industry experts:

Jacob Gardiner, Senior Account Executive for Insurance and Financial Services at Puzzel
Simon Foot, Head of Customer Contact Transformation at PA Consulting

During the video both contact center experts consider:

Where are the current opportunities for insurers to leverage AI within their contact center experiences?
When might insurers realize the need to better focus their AI efforts in the contact center?
Examples of insurers leveraging contact center AI to excellent effect

CX Today's Charlie Mitchell hosts Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom.

In this session, we discuss the following:

How does Zoom transform the role of AI within the contact center of tomorrow?
What will this look like in practice?
Practical examples of how AI will support agents and businesses?
What obstacles will contact centers face on their AI journeys?

CX Today's Susie Harrison hosts Evaluagent COO James Marscheider and Archit Kumar, Partnerships Manager at Assembled.

In this episode, we consider:

The top-line benefits of integrating QA and performance improvement software with WFM
Some use cases and challenges of using these platforms together
What constitutes a good integration partnership and the benefits that it brings to customers
The benefits of having a fully integrated best-in-category solution over an all-in-one solution

Watch on YouTube.

CX Today's Charlie Mitchell presents a rundown of Dreamforce 2024, Salesforce's hallmark annual event.

He's joined by five prominent CX analysts to dissect the headlines, including:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Arun Prateek, a Senior Analyst at Everest Group

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

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CX Today's Charlie Mitchell hosts Jo Sverre Lindem, Chief Customer Officer at Puzzel.

We consider how contact centers can get the most out of your CCaaS investment, discussing:

Where have many CCaaS providers gone wrong in supporting their customers?
What do vendors - and Puzzel - specifically do differently to better support customers?
The value of a CCaaS Optimization Program to ensure continued CCaaS ROI
Customer stories of getting the most out of their CCaaS program via Puzzel's Optimization Program

CX Today's Charlie Mitchell hosts Steve Blood, VP of Market Intelligence and Evangelism at Five9.

We reflect on 2024, considering the challenges and opportunities of contact center AI. In doing so, we discuss:

The challenges of 2024, and what has caused them?
What lessons should contact centers take forward?
What do the brands performing best with contact center AI have in common?
How is Five9 setting its customers up for success with contact center AI?

CX Today's Susie Harrison joined Puzzel CEO Frederic Laziou to discuss the transition from on-premise to cloud.

In this conversation we cover:

The reasons enterprises stay on-prem or move to the cloud
The challenges of moving to CCaaS and what companies can expect from it, including pitfalls
Top tips on starting the journey

CX Today's Charlie Mitchell hosts Bernie Lee, VP of Product Engineering at ComputerTalk.

We discuss three of the latest GenAI innovations that CCaaS provider ComputerTalk is bringing to its ice Contact Center platform, and how to deploy them.

In doing so, we consider:

Use Case 1 - Case Summarization
Use Case 2 - Customer Sentiment Analysis
Use Case 3 - Automated Follow Ups
What's the process for implementing these use cases?
What's coming in terms of future innovation?

CX Today's Susie Harrison hosts Malte Kosub, CEO and Co-Founder of Parloa.

In this episode, we consider:

Market changes in customer support and how businesses can prepare for them, both physically and in mindset
How to get started with AI in contact centers
How to leverage AI agents safely and reliably

CX Today's Charlie Mitchell hosts Ashley Griggs, Head of Sales and Strategic Partnerships at ElevateAI by NICE.

After an introduction to the NICE ElevateAI, we discuss:

How to set up ElevateAI
The GenAI use cases within ElevateAI
How the "Ask Elevate" feature works
Which models power ElevateAI's GenAI?

We also share video demos throughout, bringing the solution to life.

CX Today's Charlie Mitchell hosts Simon Harrison, Founder & CEO of Actionary.

They kick-off the conversation by considering:

What's driving vendors into CCaaS from adjacent spaces?
What impact is this having on the traditional CCaaS players?
Which CCaaS vendors will be best placed for success?

Chris Morrisey, Head of CX Sales at Zoom, then joins the conversation to discuss:

Why will Zoom have an edge in the CCaaS market of tomorrow?
How will the breadth of Zoom's offering support its CCaaS charge?

To learn more about Zoom's CCaaS offering, check out this demo of the Zoom Contact Center.

Alternatively, to dive deeper on the future of CCaaS, register for our upcoming webinar here.

CX Today's Charlie Mitchell introduces a discussion on why businesses may wish to keep their contact center operations on-premise. For this discussion, he's joined by two industry experts:

Michael McCloskey, CEO of Bright Pattern
Nicolas de Kouchkovsky, Principal Analyst at CaCube Consulting

During the video both contact center specialists answer the questions:

What’s driving large contact center vendors to shift their portfolio from on-prem to the cloud?
Why would customers want to stay on-prem and not move to cloud?
What should customers who require on-prem look for in a vendor?

CX Today's Charlie Mitchell hosts Jim Payne, Director of Product Marketing for Customer Experience at RingCentral. They kick-off the conversation and then:

Introduce RingCentral's RingCX platform
Discuss its new Agent Assist and Supervisor Assist solutions
Standout capabilities of the new solutions

Dave Michels, Lead Analyst at TalkingPointz, then joins the conversation to discuss:

Eye-catching features of the Agent Assist and Supervisor Assist solutions
RingCentral's position within the broader CCaaS market

Watch on YouTube.

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five prominent CX analysts to dissect the latest news in the space, including stories from NICE, Salesforce, and Five9.

In this edition, our CX experts include:

Zeus Kerravala, Principal Analyst at ZK Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Simon Harrison, Founder & CEO of Actionary
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Martin Schnieder, VP & Principal Analyst at Constellation Research

Learn more about Zendesk's new GenAI capabilities by visiting Zendesk here.

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CX Today's Susie Harrison hosts Sam Peters, Head of Customer Success at Assembled, to cover the workplace engagement metrics you need to be tracking.

Sam explains his top five and highlights some bonus metrics that almost made his cut.

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CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec.

After an introduction to contact center Auto-QA, they discuss three use cases for generative AI (GenAI) in quality assurance.

These are:

Use Case #1 The Additional Context Window
Use Case #2 The AI Prompt Designer
Use Case #3 LLM-based Sentiment Analysis

They also share a quick video of each, bringing the use cases to life.

To learn more about MiaRec AutoQA, visit their website.

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five prominent CX analysts to dissect the latest news in the space, including stories from Google, Salesforce, and Five9.

In this edition, our CX experts include:

Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Finbarr Begley, Senior Research Analyst at Cavell Group
Simon Harrison, Founder & CEO of Actionary
Martin Schneider, Head of Research at Annuitas Research

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CX Today's Charlie Mitchell hosts Blair Ferguson, Chief of Staff at ComputerTalk.

We consider how contact centers often compare CCaaS providers, and what they might miss along the way.

In doing so, we discuss:

The flaws of the traditional tick-box process.
Evaluating the integrations with other critical CX platforms.
What should a buyer expect from a CCaaS vendor's support services?
Tips for isolating the best-placed CCaaS offering.

Learn more about the ComputerTalk ice Contact Center solution by visiting ComputerTalk.

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A 2023 study by Princeton University found that "contact center operators" top the list of occupations with the highest risk of being replaced by AI.

Cue more doomsday headlines for the contact center agent.

Yet, few in the contact center industry see such a doomsday happening any time soon.

For example, 61 percent of customer service and support leaders expect headcount reductions of only five percent or less due to GenAI.

So, do those doomsday headlines have any merit? To find out, CX Today's Charlie Mitchell hosts Amy Roberge, Head of Global CX Solutions Engineering at Zoom.

During the conversation, they discuss:

Will AI be a friend or foe to the contact center agent?
Why do so many headlines frame AI as a foe?
Examples of "AI" as a friend use cases.
How contact centers can start implementing these use cases.

For more examples of how AI can assist agents, check out this demo of the Zoom Contact Center.

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CX Today's Charlie Mitchell hosts Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance.

They present an analysis of the 2024 Gartner Magic Quadrant for CPaaS.

Together, they discuss some of the big talking points from the Gartner Magic Quadrant, which include:

Top takeaways from the study.
The little movement from the 2023 edition.
The unlucky few to miss out on inclusion.
How should CPaaS buyers leverage the report?

For a more comprehensive analysis, read our 2024 Gartner Magic Quadrant for CPaaS rundown.

To check out the event Rob mentioned, follow the link to the CPaaS Acceleration Summit 2024.

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CX Today's Susie Harrison hosts Cognigy CEO Philip Heltewig to discuss the company's plans for AI investments.

In this video, they cover:

The involved Series C funding round process and what the outcome means for the business
Cognigy's plans for investment, including R&D and feature expansion
How AI is accelerating interactions in the contact center
Trends for generative AI in the contact center

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five prominent CX analysts to dissect the latest news in the space, including stories from Microsoft, NICE, and Salesforce.

In this edition, our CX experts include:

Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Simon Harrison, Founder & CEO of Actionary
Martin Schneider, Head of Research at Annuitas Research

CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies.

We kickstart the conversation by introducing an outcome-first approach to customer journey AI.

From there, Martin shares several examples of AI in: - The Contact Center IVR - Customer Self-Service
- The Waiting Experience
- Live Agent Conversations
- Post-Contact Activities

Finally, we discuss the process of implementing such AI components, and share insight into the future of customer journey AI.

For more from Martin, check out Landis Technologies' YouTube channel: @landiscomputer Or, for more examples of customer journey AI, visit: https://landistechnologies.com/

Hosted by Charlie Mitchell, Senior Editor at CX Today News - Customer Experience Technology News - #customerjourneyai #contactcenter #landis

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For more Customer Experience tech news, visit: https://www.cxtoday.com

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Email is still the second most leveraged channel for inbound customer conversations. Yet, email service experiences continue to underwhelm. Recognizing this, we got in touch with Jonathan Barouch, Founder & CEO of Local Measure, to record this discussion.

In doing so, we considered how contact centers can step up their email game, discussing:

The challenges of email customer service, and how to overcome them.
Supporting agents to deliver better email customer service.
Assistive technologies that can transform the email experience.

To learn more about the Local Measure Omnichannel CCaaS platform, visit: https://www.localmeasure.com/

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According to Gartner, the contact center is one of the top three business areas where enterprises want to deploy generative AI (GenAI).

Recognizing this, we got in touch with Jonathan Barouch, Founder & CEO of Local Measure, to record this discussion.

In doing so, we considered how contact centers can best deploy the technology, discussing:

The first step to implementing contact center GenAI.
The dangers of deploying GenAI to only cut costs.
Local Measure's new GenAI-powered real-time translation tool.
More contact center GenAI use cases.

To learn more about the Local Measure GenAI-powered CCaaS platform, visit their website.

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CX Today's Charlie Mitchell hosts Chris Morrisey, Head of CX Sales at Zoom.

Broadcast from CCW 2024 in Las Vegas, we first discuss Zoom's 246 percent year-over-year (YoY) spike in CCaaS deals worth $100,000 in annual recurring revenue (ARR).

From there, we consider:

The third wave of CCaaS platforms
The benefits of a unified platform for CCaaS
Zoom's "gruntled" customer slogan

Want to learn more about Zoom's "Get Gruntled" philosophy? Read its blog.

If you're looking for more information on the Zoom Contact Center, visit their website.

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CX Today's Charlie Mitchell hosts Tony Masis, VP, GM, & Leader of Customer Management Services (CSM) at Shyft Global Services.

They deep dive on customer experience outsourcing, discussing:

The business challenges that cause companies to consider CX outsourcing
Considerations for selecting a CX outsourcing partner
Best practices to get the most from outsourcing relationships
What does an outsourcing partnership look like in practice?
The future of CX outsourcing

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Zoom entered the CCaaS space two years ago, and has since gained significant momentum in the market.

Recognizing this, we got in touch with Brandon Knight, Global Head of Zoom Customer Experience Channel & Ecosystem, to record this discussion.

In doing so, we considered Zoom's contact center journey so far and where it's heading, discussing:

The Zoom Contact Center's cloud-native foundation
Its differentiative CCaaS innovations
Zoom's burgeoning CCaaS partner base
The growth of Zoom's CCaaS customer base
Its goals in the enterprise
Where will the Zoom Contact Center be two years from now?

For a visual tour of the Zoom Contact Center, visit: https://guidedtours.zoom.us/tour/zoom-clips/

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CX Today's Tom Wright hosts Nigel Mansfield, Standard Focus.

In this interview from Avaya Engage we discuss the latest AXP innovations, and more the growth of Standard Focus as an organization, omnichannel, the Avaya AACC platform, and more!

If you're looking for more information on this topic visit Avaya.

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five prominent CX analysts to dissect the latest stories from the space - including news from Salesforce, Informatica, Avaya, Genesys, & ServiceNow.

In this edition, our CX experts include:

Zeus Kerravala, Principal Analyst at ZK Research
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Simon Harrison, Founder & CEO of Actionary
Keith Kirkpatrick, Research Director at The Futurum Group
Martin Schneider, Head of Research at Annuitas Research

Stay up to date with the latest in CX space by subscribing to our newsletter, visit: https://www.cxtoday.com/account/

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limehome's lifted its NPS score by an impressive 22 percent after embracing an experience-led growth strategy.

To dive deeper into how the hospitality giant achieved the result, CX Today's Charlie Mitchell caught up with Julia Zuber, Customer Insights Lead at limehome, and David Ascott, Strategy Lead at Chattermill.

They discuss:

Why did limehome embrace the experience-led growth concept?
limehome's approach to experience-led growth
Initiatives that limehome ran to achieve experience-led growth
The results of limehome's new strategy
Advice for achieving experience-led growth

For more on the tech that limehome leveraged, visit Chattermill.

Want to take Chattermill's Experience-Led Growth Maturity Online Evaluation? If so, visit: https://chattermill.com/experience-led-growth-maturity-assessment

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CX Today's David Dungay speaks to Michael McCloskey, CEO, Bright Pattern.

In this session, we discuss the following:

Where AI is having THE MOST impact in the contact center
AI use cases
Practical tips for implementing AI

For more information, visit Bright Pattern: https://www.brightpattern.com/

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According to Gartner - as of 2023 - at least 70 percent of contact center agents work from legacy infrastructure.

That reflects the hesitancy that many contact centers - particularly those within large enterprises - have in migrating to the cloud.

CX Today's Charlie Mitchell is joined by Jon Arnold, Principal of J Arnold & Associates, and Matt McKernan, SVP of the Americas at Content Guru, to dive deeper into this trend.

In doing so, we consider:

The critical blockers to enterprise CCaaS migrations.
The tricky workloads to move to the cloud.
Troubles within the public sector specifically.
What should a complex, enterprise contact center look for in a CCaaS provider?

Content Guru is a stalwart CCaaS provider, trusted by many large enterprises. To learn more about their tech portfolio, visit Content Guru.

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CX Today's Charlie Mitchell hosts James Marscheider, Chief Commercial Officer at evaluagent.

We reflect on the common thought among contact center leaders that "I need to invest more in digital to meet customer demand" - and Marscheider's belief that it's a myth.

After stating his case, Marscheider discusses:

Where does the myth comes from?
Is it leaving voice experiences in the dark?
Where should contact centers invest in the service experience?

We finish by teasing Marscheider's upcoming masterclass: Why CX can't hang up on the voice channel.

If you'd like to sign up, visit here.

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CX Today's Charlie Mitchell hosts Mauro Carobene, Vice President of the Customer Interactions Suite at Tata Communications.

They deep dive on the Customer Interactions Suite from Tata Communications, which unifies CCaaS and CPaaS. In doing so, they discuss:

The benefits of an all-in-one offering
The types of business the suite typically attracts
What the recent acquisition of Kaleyra brings to the suite
What's next for the suite?

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CX Today's Charlie Mitchell hosts Tatum Bisley, Product & Technology Evangelist at Cirrus.

We break down the recent news of Klarna's OpenAI-powered chatbot that supposedly does the work of 700 full-time agents.

In doing so, we discuss:

The possible impact of the story on conversational and generative AI adoption in contact centers.
Whether we need to be careful when dissecting Klarna's numbers.
Lessons we can take away from Klarna's story.
Additional advice for implementing conversational AI in the contact center.

To find out how Cirrus can help with your conversational AI deployment, visit: https://www.cirrusresponse.com/

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five9 prominent CX analysts to dissect the latest stories from the space - including news from Five9, Cisco, Salesforce & More.

In this edition, our CX experts include:

Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Shelly Kramer, Managing Director & Principal Analyst at SiliconANGLE & theCUBE
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Simon Harrison, Founder & CEO of Actionary

Stay up to date with the latest in CX space by subscribing to the newsletter, visit: https://www.cxtoday.com/account/

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CX Today's Charlie Mitchell hosts Sean Taylor, CEO of Content Guru.

In this session, Taylor shares the news that Content Guru secured the biggest CCaaS deal of 2023 while discussing:

Content Guru's highlights and milestones from the past 12 months.
The sectors that Content Guru is seeing success in.
The opportunities within the CCaaS market.
How Content Guru is approaching GenAI innovation

To learn more about Content Guru's CCaaS platform: https://www.contentguru.com/en-gb/

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CX Today's Charlie Mitchell hosts Kentis Gopalla, Head of Product Ecosystem for the Zoom Contact Center & Zoom Phone.

We make four predictions for the future of contact center workforce engagement management (WEM). These are:

Workforce scheduling goes beyond the conventional contact center confines.
Quality assurance data starts to inform routing strategies.
Quality assurance will become automated, more near real-time.
Sources of data used for forecasting in workforce management will broaden and become more accurate.

For more on Zoom's WEM suite, visit: https://www.zoom.com/en/products/contact-center/features/workforce-engagement-management/

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CX Today's Charlie Mitchell introduces five contact center AI challenges.

To run through them and share solutions, he's joined by:

Neeraj Verma, Head of Generative AI Strategy at NICE
GM, ElevateAI by NICE
Derek Top, Senior Analyst at Opus Research

Both share their perspectives on each of the trends - as shared below:

Challenge 1: Limited Accessibility
Challenge 2: Achieving Cost-Efficiency
Challenge 3: Comparing Different AI Models
Challenge 4: Ensuring Security
Challenge 5: Embracing the Unknown

To learn more about ElevateAI by NICE and its 1K Every Day offer, visit: https://www.elevateai.com/

Meanwhile, for more from Opus Research, visit: https://opusresearch.net/

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CX Today's Charlie Mitchell hosts Elizabeth Tobey, Head of Marketing for Digital Solutions at NICE.

After an introduction to the NICE Enlighten portfolio, they discuss each of its three core solutions:

Enlighten Copilot
Enlighten Actions
Enlighten Autopilot

They also share a quick video of each, bringing the solutions to life.

To learn more about NICE Enlighten, visit: https://www.nice.com/products/enlighten-ai

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In an exclusive interview at Enterprise Connect 2024, Rob Scott of CX Today delves into an enlightening conversation with Eric Brosius, Vice President of Technology Services at Sun River Health.

With a vast operation that processes over 1 million calls and serves more than 250,000 patients annually, maintaining an exceptional patient experience remains a paramount goal for Sun River Health. The organization faced a significant turning point in 2018 following the acquisition of another healthcare entity, which came with the challenge of integrating a legacy contact center estate. Amidst navigating the complexities of the pandemic, Eric spearheaded an ambitious project to overhaul their contact center infrastructure, transitioning to a cloud-based solution.

This transformation was not just about technology but also about leveraging expertise to ensure a seamless transition and to maximize the benefits of their investment. Eric shares a captivating narrative of resilience, innovation, and strategic partnership with RingCentral, highlighting how their expertise was instrumental in enhancing Sun River Health's implementation experience. This story is not only inspiring but serves as a testament to the power of technology in transforming patient care delivery.

Join us to uncover the insights, strategies, and outcomes of this transformational journey. Discover how Sun River Health has set a new benchmark in patient experience, leveraging cloud technology to ensure efficiency, scalability, and, most importantly, patient satisfaction.

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CX Today's Charlie Mitchell hosts Dvir Hoffman, CEO at CommBox.

After an overview of the conversational AI market, we share five steps to get your contact center's AI journey off the ground. These include:

Step 1: Identify your top 3 business needs.
Step 2: Build your AI model with quality data.
Step 3: Select the right AI offering with this product capability checklist.
Step 4: Measure the right KPIs using the right data.
Step 5: Start small with a scalable approach.

For more on the CommBox platform, visit their website.

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CX Today's Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions.

He then speaks to John Ortiz, Technology Sales Manager at MiaRec, who put the demo together, to go through some of the video's key talking points.

These include:

What benefits can companies expect by implementing your solution?
How long will it take businesses to set this up in their contact centers?
What guardrails have you put in place to mitigate GenAI risks?
What's next for MiaRec in terms of GenAI innovation?

To learn more about MiaRec's conversational intelligence solutions, visit their website.

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Oracle & HubSpot.

In this edition, our CX experts include:

Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Keith Kirkpatrick, Research Director at The Futurum Group

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CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2024. To run through them, he's joined by:

Nick Delis, Senior Vice President of International and Strategic Sales at Five9 and Christopher Brooks, Head of Consulting at Lexden CX.

Both share their perspectives on each of the trends - as shared below:

Cloud Migrations
Rising Customer Expectations
Personalization
Proactive Customer Outreach
AI Integration in CX Strategy

To learn more about Five9's CX tech, visit: https://www.five9.com/en-uk

Meanwhile, for more from Christopher, visit: https://lexdengroup.com/

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In December, Zoom released three exciting new packages for the Zoom Contact Center.

To dive deeper, we got in touch with Amy Roberge, Head of Global Contact Center Solution Engineering at Zoom, to record this discussion.

In doing so, we also discussed how Zoom is supporting contact centers in transitioning from multichannel to omnichannel.

Indeed here are the major talking points:

How the CCaaS packages will save contact centers money.
What these packages tell us about how contact centers are changing.
How Zoom is supporting contact centers in transitioning to omnichannel.
The Zoom Contact Center Kiosk, and how it expands the customer engagement channel mix.

For a visual tour of the Zoom Contact Center, visit: https://guidedtours.zoom.us/tour/zoom-clips/

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Zoom is on a CCaaS innovation hot streak, releasing 600 features for its CCaaS platform in just 18 months.

Many of those are AI-fuelled.

Recognizing this, we sat down with Brandon Knight, Global Head of CX Channel & Ecosystem at Zoom, to record this discussion.

In doing so, we pinpointed three of the most eye-catching within Zoom's unified platform, zooming in on the following three:

Capability #1 - Zoom AI Companion
Capability #2 -Virtual Agent
Capability #3 - Auto-QA (coming soon)

For a visual tour of the Zoom Contact Center, visit: https://guidedtours.zoom.us/tour/zoom-virtual-agent-contact-center/

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CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET, and Baker Johnson, CMO of UJET.

In this session, we discuss the evolution of the CCaaS market, considering:

The latest contact center trends.
How have CCaaS vendors reacted to these trends?
Predictions for the CCaaS market.
Why is UJET well-placed to succeed in the space, given these predictions?

Check out our rundowns of the CCaaS market reports mentioned in the discussion here:

Aragon Research: https://www.cxtoday.com/contact-centre/who-are-the-leading-intelligent-contact-center-vendors-aragon-research-its-findings-ujetcx/

G2: https://www.cxtoday.com/contact-centre/the-g2-enterprise-grid-report-for-contact-center-summer-2023-a-rundown/

To learn more about UJET's CCaaS proposition, visit their website.

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CX Today's Charlie Mitchell hosts Michael McCloskey, CEO of Bright Pattern.

After a quick introduction into Bright Pattern, they deep dive on contact center AI, considering:

The risks contact centers must be cautious of
The opportunities that contact centers can grasp
Bright Pattern as a contact center AI partner

Learn more about Bright Pattern's CaaS platform here.

For more on Bright Pattern's TrustRadius Awards win, visit: https://www.trustradius.com/products/bright-pattern/reviews

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five prominent CX analysts to dissect the latest stories from the space - including news from Twilio, Zendesk, & Verint.

In this edition, our CX experts include:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Keith Kirkpatrick, Research Director at The Futurum Group

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CX Today's Charlie Mitchell hosts Christoph Börner, Senior Director of Digital at Cyara.

We discuss some of the trends, traps, and solutions that relate to GenAI-powered virtual agents, considering:

How generative AI bolsters the abilities of virtual agents
The risks associated with the virtual agent evolution
The generative AI trust gap
How Cyara helps businesses navigate these traps and restores trust in GenAI-powered virtual agents

Learn more about Cyara's conversational AI testing platform Botium here.

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CX Today's Charlie Mitchell hosts Julian Hertzog, Head of Sales at babelforce.

We break down the forces shaping customer experience, which Julian spoke of during his prize-winning Service Summit's Masterclass.

These include:

Market Pressure
Increasing Consumer Expectations
Increasing Complexity in CX & Developer Shortages
The "Agent Crunch"
AI Innovation and Hype

For more from babelforce, visit: www.babelforce.com

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CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales UK&I / EMEA at Enghouse Interactive.

We reflect on a study from Metrigy that found 48.2% of the companies now using cloud-based contact center platforms (either CCaaS or hosted/managed cloud dedicated servers) are changing, planning to change, or evaluating a shift in providers by 2024.

In doing so, we discuss:

Rising CCaaS customer dissatisfaction.
The root causes of this trend.
How Enghouse ensures it's delivering on its customer expectations.

Learn more about Enghouse Interactive's contact center solutions by visiting their website.

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CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales - UK&I / EMEA at Enghouse Interactive.

In this session, we consider the types of contact center platforms; on-premise, cloud-based, and hybrid.

After giving a quick summary of each, we discuss:

Which is the most prevalent environment, and why?
Which industries have been quickest to embrace cloud and hybrid environments, and why?
What must CCaaS vendors do to bring more contact centers into the cloud?
Why should contact centers considering making that switch consider Enghouse as their tech partner?

For on Enghouse Interactive's contact center tech philosophy, visit Enghouse Interactive.

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Zoom released 600 features for its CCaaS platform in just 18 months. Yet, some of those stand out more than others.

Recognizing this, we got in touch with Ben Neo, Head of Contact Center and CX Sales for EMEA at Zoom, to record this discussion.

In doing so, we discussed some of the solutions that differentiate Zoom in the CCaaS market, honing in on the following five:

The unified platform design
The Zoom Virtual Agent
The platform-wide AI integrations
The Zoom Virtual Kiosk
The Contact Center Agent UI

For a visual tour of the Zoom Contact Center, visit: https://guidedtours.zoom.us/tour/zoom-virtual-agent-contact-center/

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CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio.

After a quick introduction to Sabio, we predict six shifts in the contact center market in 2024. These include:

The shift to GenAI-based applications.
The shift to RCS as a service channel.
The shift to a more experimental contact center.
The continuous shift to digital experiences
The shift in CCaaS growth
The shift towards more immersive experiences

For Sabio's thought leadership on all things CX, visit Sabio.

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CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance.

We discuss how contact centers can get started with AI, considering:

Tom's recommended starting steps
How this differs from "typical" approaches
Mistakes contact centers often make
Working with a vendor that offers strategic support

If you'd like to find out more about Glance, visit Glance.

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Zoom, Five9, Twilio, & RingCentral.

In this edition, our CX experts include:

Zeus Kerravala, Principal Analyst at ZK Research
Jon Arnold, Principal of J Arnold & Associates
Dan Miller, Lead Analyst and Founder of Opus Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

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CX Today's Kieran Devlin speaks to Ben Booth, CEO at MaxContact.

In this session, we discuss the following:

The key contact centre trends ahead of 2024
How to balance leveraging AI and automation and the human touch
How important it is to develop a customer-centric strategy

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CX Today's Charlie Mitchell is joined by Andy Dignan, Chief Operating Officer at Five9, and Callan Schebella, Executive Vice President of Product Management at Five9, to discuss all things contact center AI.

In doing so, they consider:

The current contact center AI boom
Prominent uses cases
Future applications of contact center AI
The challenges of implementing AI
A good starting place for building an AI strategy
The promise of generative AI

To learn more about Five9's AI solutions, visit their website.

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CX Today's Charlie Mitchell hosts Gurpreet Kohli, Senior Vice President and Global Head of Telecom & Networks of HCLTech. .

We explore the critical role of network redundancy and failover mechanisms in ensuring a reliable contact center operation.

In doing so, we discuss:

The mission-critical role of the modern contact center
The danger of network disruptions on contact center experience
The failover mechanisms that ensure uninterrupted service

For more from HCL Tech on critical contact center considerations, visit HCLTech.

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CX Today's Charlie Mitchell hosts Pasquale DeMaio, VP of Amazon Connect.

In this session, we review all the contact center news from AWS re:Invent 2023, discussing:

The improved integration of Amazon Connect with Service Cloud Voice
Amazon Q and how it fits in Amazon Connect
All the other GenAI enhancements for Connect
The new Amazon WorkSpaces Thin Client

If you're looking to find out more about the new GenAI innovations, visit our recent article.

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CX Today's Charlie Mitchell introduces a demo of Zendesk's new generative AI solutions for contact center agents - live and virtual.

He then speaks to Teresa Anania, SVP of Customer Experience at Zendesk, to dive deeper into new tech.

In doing so, they consider:

The customer response to the new GenAI solutions
How easy are they to deploy?
The security precautions Zendesk has taken
More benefits of the technology
What comes next?

Learn more about Zendesk's new GenAI capabilities by visiting Zendesk here.

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CX Today's Charlie Mitchell hosts Peter Broeckx, EMEA Sales Director for Contact Center at AudioCodes.

We introduce a host of contact center trends for 2024. Before focusing on five specifically:

CCaaS Migrations
Microsoft Teams Contact Centers
Click-to-Call & Click-to-Chat
Voice-First Conversational AI
Business Continuity

For more from the AudioCodes team, visit AudioCodes website.

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CX Today's Charlie Mitchell hosts Bruno Fransoni, Technical Product Manager of Contact Center and CRM at SumUp.

We walk through SumUp's CCaaS migration, and discuss:

The challenges of SumUp's on-premises environment
How SumUp overcame these with Five9
The addition of a virtual agent to front up the IVR
Five9's helpful CCaaS pilot program
Lessons for other businesses switching to CCaaS

If you'd like to learn more about SumUp's migration, check out this case study.

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CX Today's Charlie Mitchell hosts Daniel Lloyd, Channel Director at Cirrus Response.

We discuss the latest contact center innovations that Cirrus is bringing to market.

These cover arena such as:

Contact center generative AI
CRM-centric contact center design
Workforce Engagement Management
Knowledge management
Conversational analytics

For more from the Cirrus team, visit their website.

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CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru, and Zeus Kerravala, Founder and Principal Analyst at ZK Research.

Together, we consider the present and future of generative AI in the contact center.

In doing so, we consider:

Current use cases of GenAI in the contact center
How these are changing the agent role
Security precautions for contact centers and their tech vendors
The future outlook for GenAI in the contact center

Content Guru is a contact center stalwart that has recently released new GenAI solutions. Check them out here.

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CX Today's Charlie Mitchell hosts Matthew Jones, Product Manager at EvaluAgent.

We reflect on new research conducted by contact center analyst ContactBabel - which highlights service leader perceptions of AI.

In doing so, we discuss:

The possibility of AI taking contact center agent jobs.
Agent support use cases for AI.
How these use cases will impact agent well-being.
Where can our viewers go to find more.

To delve deeper into ContactBabel's research, visit here.

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CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies.

We kickstart the conversation by discussing how Landis designed its Microsoft Teams Contact Center platform.

We then share a demo of how a contact center manager can navigate and the platform and realize significant benefits.

Finally, we consider:

What differentiates Landis Technologies' offering?
What can contact centers expect from the agent and admin experiences?
Where can our views go to learn more?

For more from Paul, check out Landis Technologies' YouTube channel.

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CX Today's Charlie Mitchell hosts Gershwin Exeter, VP of Global Services at Thrasio and Andrew Pryfogle, Founder & CEO of CX Effect.

We walk through Thrasio's customer experience tech stack transformation, and discuss:

Thrasio's customer experience vision.
How it delivers on that through people, process, and tech.
Changes Thrasio has made to its tech environment.
Choosing the right transformation partner.
Transformation lessons for industry peers.

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Cisco, Gartner, & Five9.

In this edition, our CX experts include:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

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Welcome to Our Exclusive Interview at Zoomtopia 2023 with Vi Chau, Head of Product for Zoom Phone and Zoom Contact Center.

Will Zoom be the New King of UC and CCaaS?

What's Covered:

Vision & Origins - How did Zoom evolve from a simple video conferencing tool to a comprehensive UC platform?
Growth Secrets - What fueled Zoom's meteoric rise in the UCaaS landscape?
Buy or Build - Why did Zoom opt to develop its own contact center solution?
UCaaS & CCaaS Synergy - Why is an integrated solution better?
Cutting-Edge Features - What sets Zoom Contact Center apart?
Collaboration - How do Zoom Phone users and contact center agents interact?
Data-Driven Excellence - How is customer data shaping the Zoom experience?
Recent Innovations - What's new and impactful in Zoom Contact Center?
Go-to-Market Strategy - How can organizations evaluate and purchase Zoom Contact Center?
Smooth Deployment - Making the complex simple.

Don't miss our deep-dive webinar on Zoom Contact Center, happening right after Thanksgiving! Be a part of the next generation of contact centers - register here.

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CX Today's Charlie Mitchell hosts Nick Delis, Senior Vice President of International and Strategic Sales at Five9.

We consider how contact centers can handle influxes of traffic.

In doing so, we discuss:

The challenges for customer, agents, and the wider business
How AI can tame those challenges
Industry-specific considerations for retail and insurance
Non-AI-driven tools and tactics

For more from the Five9 team, visit their website.

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CX Today's Charlie Mitchell hosts Diego Gosmar, Chief Innovation Evangelist at XCALLY.

We discuss some of the ethics of deploying conversational, generative, and voice AI technologies for customer experience use cases.

The four pillars of sustainable conversational AI
The new dangers of conversational AI
Ethical principles for deploying conversational AI
Customer success stories

For more insights from the XCALLY team, visit their website.

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CX Today's David Dungay hosts Andriy Zakharchenko, Product Evangelist, Cyara.

In this session we discuss the following:

The best time to start integrating a performance testing plan in your cloud migration journey?
Testing strategies and best practices
Risks associated with insufficient training and awareness of cloud environments during migration?

To find out more, visit Cyara.

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Join us for an eye-opening interview with Brandon Knight, Global Head of Zoom CX Channel & Ecosystem, as we dive deep into Zoom's groundbreaking innovations in the Contact Center as a Service (CCaaS) market.

Brandon shares exclusive insights into Zoom's rapid pace of innovation, boasting over 600 new features in just 18 months! Discover how Zoom's AI-driven Companion is setting new standards in customer engagement and why it's offered FREE for paid Zoom users.

We also discuss Zoom's long-term objectives, including its ambition to become a one-stop solution for all customer engagement needs. Learn about the upcoming features that promise to redefine the CCaaS landscape, including AI Expert Assist, Outbound Dialer capabilities, and much more!

Don't miss Brandon's take on Zoom's potential to dominate the Gartner CCaaS Magic Quadrant by 2024.

Stay tuned and hit that 'Subscribe' button for more exclusive CX tech insights.

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CX Today's Charlie Mitchell presents an inspection of the 2023 Gartner Magic Quadrant for CPaaS.

He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance.

Together, they discuss some of the big talking points from the Gartner MQ, which include:

The report's significance for the CPaaS space
Twilio has got competition!
Telcos influencing the CPaaS market
The unlucky few to miss out on inclusion

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CX Today's Charlie Mitchell hosts Corey Savory, Vice President of Customer Experience & Service at Traeger Grills.

We walk through Traeger Grills' CCaaS migration and Internet of Things (IoT) implementations, and discuss:

Traeger Grills' contact center transformation story
How it implemented IoT in the contact center
How does IoT fit into Traeger Grills' data strategy
The results of its transformation
Advice for contact centers embarking on their transformation journeys

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CX Today's Charlie Mitchell hosts Clare Muscutt, Founder and CEO of Women in CX.

In this session, we introduce the Women in CX conference, discussing:

What is Women in CX?
When and where is the conference, and why should you attend?
How the event differs from the usual CX conference
Sessions to looking forward to
Where can you sign up?

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CX Today's Charlie Mitchell presents the latest trending news from Dreamforce 2023.

He's joined by four prominent CX analysts to dissect the biggest stories from the event - including the new Einstein 1 Platform, its Copilot, and more.

In this edition, our CX experts include:

Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Dan Miller, Lead Analyst and Founder of Opus Research

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CX Today's Charlie Mitchell hosts Nerys Corfield, Director of Injection Consulting, and Thomas John, Vice President Partners EMEA & International at Five9.

After quick intros, we consider the discovery work that is necessary before considering CCaaS platform.

That leads us into a conversation around the following "things to look for in a CCaaS provider":

Industry expertise
References
Freedom to move
Financial stability
Ecosystem
All the Others!

If you're looking for more information on this topic, check out The Five9 Buyers Guide.

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CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru.

In this session, we consider the evolution of video within the contact center space, discussing:

Why the video boom never happened in CX
The sectors that have rushed to embrace video and relevant use cases
The sectors that haven't yet, but may be missing an opportunity
Up-and-coming video innovations that will pull the channel forward
How Content Guru is preparing for the future of video

If you're looking for more information about Content Guru's storm LINK solution, visit Content Guru.

To delve deeper into the NHS case study: https://www.contentguru.com/en-gb/resources/case-studies/nhs-111-london/

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Genesys, Salesforce, Google, and Five9.

In this edition, our CX experts include:

Shelly Kramer, Principal Analyst at V3B
Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

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CX Today's Charlie Mitchell hosts Manan Sagar, Global Head of Insurance at Genesys.

We discuss Genesys's sector-specific approach to CCaaS and deep dive on insurance, considering:

How Genesys innovates across sectors
The challenges insurers face in improving service experiences
How Genesys supports its customers in overcoming these challenges
The roles of prominent service providers, like Verizon

If you'd like to find out more about Genesys's CCaaS solutions, visit: https://www.verizon.com/business/products/contact-center-cx-solutions/

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CX Today's Kieran Devlin is joined by MaxContact's CEO Ben Booth and VP of Engineering Matt Yates to discuss AI's impact on the contact centre.

In this session, they discuss:

The topics range from how AI might impact both the customer and agent experience
How it will affect companies' security and compliances policies
What the future holds for AI in the contact centre

If you're looking for more information on this topic visit https://www.maxcontact.com

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CX Today's Charlie Mitchell hosts Mackenzie Ellis, a Solutions Specialist at ComputerTalk.

We discuss some of the challenges businesses may face when running a contact center on Microsoft Teams, including:

IVR and managing call queues
Rigid reporting
Inflexible recording
Application integration
Achieving omnichannel

If you'd like to find out more about ComputerTalk's ice Contact Center for Microsoft Teams, visit ComputerTalk.

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CX Today's Charlie Mitchell hosts Stuart Mcapherson-Woods, Support Operations Manager at the World Wildlife Fund (WWF).

We discuss the WWF's CCaaS implementation, considering:

Why did the WWF decide it was time to commit to a contact center transformation?
What did it look for in a contact center partner?
What lessons from this journey to select a CCaaS provider, would the WWF share with other businesses?
How will the will enable the WWF to improve supporter experience?

To learn more about the WWF's efforts to protect endangered species, visit their website, World Wildlife Fund.

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CX Today's Charlie Mitchell presents a deep-dive of the 2023 Gartner Magic Quadrant for CCaaS.

He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Liz Miller, VP & Principal Analyst at Constellation Research.

Together, they discuss some of the big talking points from the Gartner MQ, which include:

Talkdesk losing its market leader status
Genesys maintaining its pole position
NICE being unable to break free
Is Cisco's positioning reasonable?

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CX Today's Charlie Mitchell hosts Edgar Polak, IT Area Manager at DPG Media.

We walk through DPG Media's CCaaS migration, and discuss:

Challenge's of DPG Media's on-premises environment.
DPG Media's radical CCaaS migration approach, vendor selection process, and results.
Lessons for other contact centers migrating complex architectures to the cloud.

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CX Today's Charlie Mitchell hosts Kyle Johnson, President & CEO of Lighthouse Works.

We consider Lighthouse Works' strategy to create more career opportunities for the blind and visually impaired.

In doing so, we discuss:

The drivers behind Lighthouse Work's strategy to employ blind and visually impaired contact center staff
How it worked with Genesys to create an accessible contact center environment
The results of the contact center transformation process
The impact on metrics and future plans.

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five prominent CX analysts to dissect the latest stories from the space - including news from Microsoft, Salesforce, and Zoom.

In this edition, our CX experts include:

Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, Principal at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Shelly Kramer, Principal Analyst at V3B
Martin Schneider, Head of Research at Annuitas Research

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CX Today's Charlie Mitchell hosts Melissa Bell, the Executive Leader of Practice Quality at Barnardo's Australia.

We discuss Barnardo's CRM implementation, considering:

Why did Barnardo's implement a new CRM platform?
What did the charity look for in a CRM vendor?
Which solutions did Barnardo's deploy, and how will they advance your global operations?
Lessons for brands looking to find a new CRM partner

To learn more about Barnardo's efforts to support children and young people, visit: https://www.barnardos.org.uk/

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CX Today's Charlie Mitchell hosts Mark Wood, Senior Product Manager at Streem.

In this session, we discuss how businesses can add video to Salesforce, considering:

Where can video really add value in support workflows?
The challenges businesses encounter when integrating video into their existing Salesforce workflows
How to overcome those challenges
Examples of Salesforce workflows brands can improve with video
Streem as a partner for adding video to Salesforce

To uncover more about Streem's video solutions, visit Streem.

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CX Today's Charlie Mitchell hosts Lalo Luna, Global Strategy & Insights Leader at The HEINEKEN Company.

We consider Heineken's evergreen strategy and how it helps to drives better customer experiences. In doing so, we discuss:

What is Heineken's "evergreen strategy"?
How it enables next-level customer insights
How employees leverage those for customer-centricity
The impact on metrics and future plans

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by three prominent CX analysts to dissect the latest stories from the space - including news from Verint and Genesys.

In this edition, our CX experts include:

Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, Principal at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

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CX Today's Charlie Mitchell hosts Joep Everts, SVP of Customer Service at Elsevier.

We discuss Elsevier's contact center transformation journey, considering:

Why did Elsevier decide it was time to revamp its customer experience?
What goals did the business set at the start of the transformation process?
Why did Elsevier choose Qualtrics to help you meet those goals?
The results of the transformation?
What lessons did you Elsevier throughout the transformation?

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CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio.

We consider the evolution of generative AI and how it is influencing the contact center space. In doing so, we discuss:

The most exciting generative AI announcements so far
The possible contact center use cases
How generative AI may impact the contact center of the future

To deep dive into the eBook mentioned at the end of the conversation, visit: https://go.sabiogroup.com/ai-and-automation-to-empower-agents.html

For Sabio's thought leadership on all things CX, visit: https://sabiogroup.com/blog

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CX Today's Rob Scott hosts Leonardo Declich, Director, CX Digital Transformation at Frontier Airlines.

We reflect on why Frontier chose to get rid of its contact center voice channel, discussing:

Why did Frontier make the decision?
How it used conversational AI to plug the gap
The outcomes so far
Lessons for brands considering a similar move

For more end-user stories, subscribe to CX Today here: https://www.cxtoday.com/account/

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CX Today's Charlie Mitchell hosts Buddy Waddington, an Insights & AI Solutions Specialist Manager at Sprinklr.

We break down Sprinklr AI+, the CX vendor's new suite of Generative AI innovations.

In doing so, we discuss:

What is Sprinklr AI+?
What problems will it help businesses solve?
What differentiates the offering from other generative AI platforms on the market?
How does it support brands in isolating insights from social media data?
What are the standout features for Sprinklr's CCaaS customers?

To find out more about Sprinklr AI+, visit: https://www.sprinklr.com/products/platform/ai/

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CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec.

We consider the topic and sentiment analysis in the contact center, discussing:

Definitions for topic and sentiment analysis
The many contact center use cases for both
The benefits of these use cases
Implementing topic and sentiment analysis solutions

If you'd like to find out more about MiaRec's conversational intelligence solutions, visit MiaRec.

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CX Today's Charlie Mitchell hosts Tatiana Polyakova, Chief Operating Officer at MiaRec.

We discuss five contact center use cases for conversational intelligence solutions. These are:

Use Case 1 - Capturing the true voice of the customer
Use Case 2 - Monitoring customer AND agent sentiment
Use Case 3 - Uncovering the root causes of customer issues
Use Case 4 - Automating quality management processes
Use Case 5 - Redacting sensitive customer data

To find out more about how MiaRec can help with the latter, visit MiaRec.

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CX Today's Charlie Mitchell hosts Zachary Dugas, Global Product Owner of Content Management Systems & SaaS at Thule.

We discuss Thule's customer experience transformation process, considering:

Why did Thule decide it was time to revamp its customer experience?
What goals did the business set at the start of the transformation process?
Why did Thule choose Sitecore to help you meet those goals?
The results of the transformation?
What lessons did you Thule throughout the transformation?

For more end-user stories, subscribe to CX Today here.

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CX Today's David Dungay hosts David Butler, SVP of Product & Strategy, Glance Networks.

In this session we discuss the following:

Where do you see organisations struggle when it comes to achieving a consistent experience across platforms?
With all the recent developments around Generative AI how do you see the role of the chatbot evolving when it comes to delivering CX?
Are businesses doubling down on CX technology spend to try and bolster customer retention?

To find out more please visit Glance's website or LinkedIn page.

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Zoom, Twilio, Lifesize, RingCentral, and 8x8.

In this edition, our CX experts include:

Dave Michaels, Lead Analyst at TalkingPointz.com
Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, Principal at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

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Watch on YouTube.

CX Today’s Charlie Mitchell presents the latest trending news from the conversational AI space.

He’s joined by four of the brightest minds in conversational AI to dissect the latest stories from the space.

These stories include:

The AI Godfather Urging a Pause on AI Innovation
Private ChatGPT: Microsoft's LLM for Enterprises with Sensitive Data
Amazon Developing an LLM to Improve Alexa

In this edition, our conversational AI experts include:

Dan Miller, Lead Analyst and Founder of Opus Research
Tom Hebner, VP of Transformation Services at NeuraFlash
James Poulter, CEO of Vixen Labs
And - last but certainly not least - Bradley Metrock CEO of Project Voice

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Watch on YouTube.

CX Today's Charlie Mitchell hosts Liz Miller, VP and Principal Analyst at Constellation Research.

We consider the emergence of Avaya from Chapter 11 bankruptcy, discussing:

Top takeaways from Avaya's announcement
What differences are there from the last time Avaya faced bankruptcy?
Has this saga impacted Avaya's attractiveness as an enterprise communications partner?
What must Avaya do to maintain its status as an enterprise communications stalwart?

If you'd like to find out more about Avaya's announcement, check out our article here.

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Watch on YouTube.

CX Today's Charlie Mitchell hosts Pierce Buckley, CEO & Co-Founder at babelforce.

We break down how contact centers may use ChatGPT now and in the future.

In doing so, we discuss:

The rise of ChatGPT and its possible contact center applications
The relevance of these to the most pressing problems contact centers face.
How other AI tools can help contact centers overcome these problems
Priming the contact center environment for AI.

To find out more about how babelforce can help with the latter, visit babelforce.

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Watch on YouTube.

CX Today's Charlie Mitchell hosts Ragy Thomas, Founder & CEO of Sprinklr.

We discuss the current state of contact center experiences, and Sprinklr's battle to change the status quo.

In doing so, we consider:

Why does the contact center space need to be disrupted?
Ragy's vision for the contact center of the future
How Sprinklr helps its clients in reaching this future?

If you'd like to find out more about Sprinklr, visit: https://www.sprinklr.com/

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Clare Muscutt, Founder, Women in CX hosts Ejieme Eromosele, GM EMEA, Quiq, Charlotte Kennett, Sr. Director, SS&C Blue Prism, Laura Campbell, Strategic Business Development Director, ASAPP & Jennie Lewis, Customer Insights Senior Manager, Airship.

Women and minorities are underrepresented where it matters most, in positions of power and influence that can shape the future of Customer Experience.

Whilst the business benefits of diverse leadership teams are well known and publicised, a recent study by McKinsey & Company found that women make up only 28% of senior leadership positions in the technology industry globally, but why is this?

Whilst the movement for getting more women into STEM roles has made important strides in developing the pool of women who can code there has been little impact at a leadership level with only 8% of US Chief Technology Officers being women.

But, as the majority of conversations about ‘women in tech’ center around the technical narrative, could we be inadvertently reducing the potential of greater representation of women in leadership more broadly by failing to ‘empower women’ who are in non-technical roles to the same degree?

The panel will explore the reasons behind the gender gap, including the lack of emphasis on non-technical roles in diversity and inclusion initiatives and explore the perception that technical roles matter more.

The panellists will discuss how this underserved group of women can be better supported, including through communities, mentorship and sponsorship programs, advocacy for the importance of non-technical roles, and addressing biases in hiring and barriers to promotion.

Watch on YouTube.

CX Today’s Charlie Mitchell presents the latest trending news from the customer experience world.

He’s joined by four prominent CX analysts to dissect the latest stories from the space – including news from Meta, Qualtrics, and Salesforce.

In this edition, our CX experts include:

Rebecca Wetteman, Principal at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Cameron Marsch, Research Analyst at Nucleus Research

Miss episode five? If so, catch up here: The Latest on Avaya's Bankrupcy, Activist Investors at Salesforce, and Zoho In UCaaS

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CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023.

In this session, we evaluate the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023, discussing:

How much stock should tech buyers put in the Magic Quadrant?
Top takeaways from this year's report
This year's market leaders
How could this change in 2024?

If you'd like to find out more about Project Voice 2023, visit: https://www.projectvoice.ai/

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Watch on YouTube.

Clare Muscutt, Founder, Women in CX hosts Susanna Baque, Senior Director Global CX, SCIEX, Renee Fokken, Director of CX, Cisco, Czarina Sheikh Mathew, Business Excellence Exec, The Access Group & Shameem Smillie, Founding Member, Women in CX.

In this session we discuss the following:

What has been the big evolution in CX over the last few years and what part has tech played in that?
How does lack of diverse leadership impact the challenges we are seeing in CX?
What kinds of experiences have impacted you along your journey?

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CX Today's David Dungay hosts Courtney Goodsell, Product Manager at Mavenoid.

In this session we discuss the following:

What is effective self-service? Why are so many companies falling short when it comes to their self-service solutions?
What kinds of self-service optimisations are having the biggest impact on CX?
When it comes to implementation, what kinds of challenges do businesses need to overcome in order to get maximum ROI from their self-service solution?

If you're looking for more information on this topic visit Mavenoid.

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CX Today's Charlie Mitchell hosts Garry Gormley, Founder of FAB Solutions.

In this session, we break down the following three contact center agent trends.

Trend #1: Agents’ Increased Workload
Trend #2: Agents’ Difficulty with Contact Center Tools and Software
Trend #3: Agents’ Lack Managerial Support

To delve into a whitepaper full of more excellent advice for addressing these trends: visit: https://assets.ringcentral.com/us/ebook/agent-experience-trends.pdf

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CX Today's Charlie Mitchell hosts Jake Gardiner, a Senior Enterprise Account Director at Odigo.

In this session, we break down the following six use cases for natural language processing (NLP) in the contact center. These are:

Use Case 1: Monitoring Customer Intent
Use Case 2: Informing Self-Service Implementation
Use Case 3: Enabling Agent Assist
Use Case 4: Improving Customer Routing
Use Case 5: Capturing Customer Sentiment
Use Case 6: Driving Personalization

Considering implementing any of these use cases? If so, Odigo's consultants can help. Find out more, by visiting their website.

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Avaya, RingCentral, AWS, Zoho, and Salesforce.

In this edition, our CX experts include:

Liz Miller, VP & Principal Analyst at Constellation Research
Dave Michels, Prinipal Analyst at Talking Pointz
Patrick Watson, Head of Research at Cavell Group
Martin Schneider, Head of Research at Annuitas Research

Miss episode four? If so, catch up here: The Latest on Avaya, AWS, and ChatGPT.

CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance.

In this session, we consider the evolution of CRM systems, discussing:

Whether CRM with swallow up contact center platforms
Is the CRM a viable option for mid-market and enterprise businesses?
How Glance is helping to bring CRM systems up to grade for contact center use cases
Other exciting trends in the world of CRM

Learn more about how Glance is helping prime CRM systems for contact centers by visiting here.

Keep up to date by following:

Twitter - @glancenetworks

LinkedIn - @Glance Networks

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CX Today's Charlie Mitchell introduces a demo of a voicebot that combines Azure’s new Open AI platform with Azure Communication Services Call Automation and Azure Cognitive Services to excellent effect.

He then speaks to its developer, Jason Shave - a Senior Software Engineering Manager at Microsoft - and his colleague Roy Dehing, Principal Program Manager at Microsoft, to discuss the potential of such innovation.

In doing so, they consider:

The process of creating such a voicebot
Can businesses create a similar bot to answer customer queries?
What advantages does this GPT-powered bot have over the conversational AI currently on the market?
The potential of Azure's Open AI platform to improve other elements of customer experience

CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023.

In this session, we discuss:

Bradley's Conversational AI Industry Landscape Map
Emerging vendors within the market
How ChatGPT has disrupted the conversational AI landscape.
Why attend Project Voice 2023?

CX Today's Charlie Mitchell hosts Colin Shaw, Founder & CEO of Beyond Philosophy.

In this session, we consider how brands can create more memorable customer experiences, discussing:

The importance of memory in CX.
How the peak-end rule influences customer journey design.
Isolating the emotions that drive value to customers.
How video supplements a memory-driven CX approach.

CX Today's Charlie Mitchell hosts Jóhann Hannesson, Lead Product Manager at Streem.

In this session, we discuss how businesses can get started with video customer service, considering:

Where should contact centers start when piecing together a video strategy?
How can contact centers identify where video will add value?
Which video use cases typically add most value to the contact center?
How can contact centers measure the success of their video strategy?
What should contact centers look for in a video solutions vendor?

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Avaya, AWS, Genesys, and OpenAI (ChatGPT).

In this edition, our CX experts include:

Jon Arnold, Principal of J Arnold & Associates
Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, Principal at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

CX Today's Charlie Mitchell hosts Kurt Dahlstrand, Director of Technical Sales & Services at Hammer, and Jim Cantwell, Vice President of Sales Engineering at Hammer.

After intros, we discuss how contact centers can prepare for the looming recession, sharing best practices such as:

Have a plan!
Identify areas where you can increase operating efficiencies
Isolate gaps in your customer journey – and fix them!
Make a business case for technology investments – and that includes the cloud
Use testing to speed up improvement projects
Make sure your disaster recovery and business continuity plan is watertight

CX Today's Charlie Mitchell hosts Jay Patel, VP & GM of Webex CPaaS Solutions, discussing how CPaaS is changing CX.

In doing so, we consider:

What is CPaaS?
What is it allowing customers to do, which they couldn't before?
What changes in the market have paved the way for the growth of CPaaS?
How will the rise of 5G push CPaaS growth further?
Examples of exciting CPaaS use cases
2023 predictions for CPaaS

CX Today's David Dungay hosts Darren Dean, Sales Engineering Manager, Hammer, and Paul Cicchelo, Sales Director (UK&I), Hammer.

In this session, we discuss the following:

How is the global macro situation impacting these migration projects right now, and is it expected to change?
Does cloud fit EVERY need, are some customers just better off staying on-prem?
Is complexity still an issue for those customers with unique requirements?
How should a customer prepare for a migration, and what should they be thinking about?

CX Today's Charlie Mitchell hosts Dave McDowell, Senior Technical Consultant at Enghouse Interactive.

In this session, we consider the options for integrating Microsoft Teams with the contact Centre, discussing:

The benefits of a Microsoft Teams contact centre integration
The models that contact centre can harness when migrating their contact centre to Teams
What differentiates Enghouse's approach?
How a Microsoft Teams integration helps to future-proof the contact centre and broader business

CX Today's Charlie Mitchell hosts Jono Luk, Vice President of Product Management at Webex, discussing how businesses are converging CX and EX.

In this session, we consider:

Why are more brands tying together customer and employee experiences?
The first steps for converging CX and EX
Convincing execs to take EX seriously as a means of improving CX
How Webex is helping brands to enhance employee experiences
How Cisco is walking the walk

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five prominent CX analysts to dissect the latest stories from the space - including news from AWS, RingCentral, Salesforce, and Webex.

In this edition, our CX experts include:

Dave Michels, Lead Analyst at TalkingPointz.com
Shelly Kramer, Principal Analyst and Founding Partner at Futurum Research
Jon Arnold, Principal of J Arnold & Associates
Liz Miller, VP & Principal Analyst at Constellation Research
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

Fauscette is also a judge at our 2023 CX Awards. For more details into the event - and to possibly enter - visit this page.

Rob Scott from CX Today hosts Genefa Murphy, CMO, Five9 and Clare Muscutt, Founder & CEO, Women in CX and together they share their CX predictions for the year ahead!

Watch the video to reveal their 2023 predictions!

If you're looking for more information on this topic, visit Five9.

CX Today's Charlie Mitchell hosts Alberta Bosco, Product Marketing Director at Puzzel.

In this session, we explore the latest CCaaS innovations from Puzzel, discussing:

How Puzzel packages its CCaaS solutions
Its new Discover and Embrace CCaaS packages
Which businesses the packages are best-suited for
Future CCaaS innovations from Puzzel

CX Today's Charlie Mitchell hosts Frank Sherlock, VP International at CallMiner.

In this session, we consider the current state of CX, discussing:

Key takeaways from CallMiner's latest CX research
The lack of believe in CX across many organisations
Notable CX delivery challenges
Reasons for hope in the future of CX

If you're interested in downloading the report that this conversation centers on, visit this page.

CX Today's Charlie Mitchell hosts Ben Neo, Head of Enterprise Sales EMEA at Zoom Phone.

In this session, we delve into some of the biggest announcements from Zoomtopia 2022, discussing:

The launch of the Zoom Virtual Agent
New additions to Zoom IQ
Updates to the Zoom Contact Center
Zoom's vision for customer experience

CX Today's Charlie Mitchell hosts Alain Mowad, Director of Product Marketing at Talkdesk.

In this session, we consider how contact centers can cut costs without sacrificing CX, discussing:

How to lower demand and handling times with AI
More ways in which AI can lower contact center costs
How Talkdesk customers have benefited from AI implementations
Talkdesk's cost-cutting masterclasses

CX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst at ZK Research.

In this session, we discuss the entrance of Salesforce and Google in the CCaaS space, considering:

Who is the target market for the Salesforce Contact Center?
How hard will Google go on CCaaS?
The current state of the CCaaS market

CX Today's David Dungay hosts Joe Lochinski, Service Automation & Analytics Manager, BISSELL.

In this session, we discuss the following:

Biggest CX challenges faced by BISSELL
How Five9's portfolio created ROI
Keeping Consumer Care front of mind

If you're looking for more information on this topic, visit this page.

You can also join in the conversation on our Twitter and LinkedIn pages.

CX Today's Charlie Mitchell hosts Alain Mowad, Director of Product Marketing at Talkdesk.

In this session, we consider how contact centers can cut costs without sacrificing CX, discussing:

How to lower demand and handling times with AI
More ways in which AI can lower contact center costs
How Talkdesk customers have benefited from AI implementations
Talkdesk's cost-cutting masterclasses

If you're interested in registering for Talkdesk's cost-cutting masterclasses, visit:

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CX Today's Charlie Mitchell hosts Nerys Corfield, Director of Injection Consulting, and Genefa Murphy, Chief Marketing Officer at Five9.

In this session, we discuss the following trends:

How the contact centre agent role is changing
Which agent support technologies are coming to the fore?
Exciting agent experience trends
How Five9 is evolving to meet these trends
Agent of the future predictions

If you're looking for more information on this topic, visit this page.

Thanks for watching, if you’d like more content like this, don’t forget to SUBSCRIBE to our YouTube channel.

You can also join in the conversation on our Twitter and LinkedIn pages.

CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer, Sabio.

In this session, we assess the future of voice in CX, discussing:

The role of voice in CX
Voice innovations, from bots to biometrics
How smart speakers may change CX
Predicts for the future of voice

If you're looking for more information on this topic, visit this page.

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CX Today's Charlie Mitchell hosts Shervin Shaffie, Principal Technical Specialist at Microsoft.

In this session, we consider how to integrate Microsoft Teams with the contact center, discussing:

Why should contact centers consider integrating Teams into their technology stack?
The three models for integrating Teams into the contact center (Connect, Extend, and Power)
How can contact centers determine the right option for them?
The launch of Microsoft's own contact center, with embedded Teams capabilities

If you're looking for more insights from Shaffie, visit this page.

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CX Today's Sandra Radlovački hosts Antonio Gonzalez, Senior Manager of Industries Research & Insights, Talkdesk.

In this session we discuss the following:

What is curbing contact centre leaders' AI ambitions?
Top barriers to AI maturity
How do talent gaps affect AI deployment?
What can companies do to become more AI mature?

If you're looking for more information on this topic, visit this page.

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CX Today's Rob Scott hosts Gayathri Krishnamurthy, AVP, Product Marketing at RingCentral.

It goes without saying that #contactcenter leaders need to create fast, responsive, and frictionless experiences for customers. Second, the ability to switch between channels is also quickly becoming table stakes in today's world. In this interview, we're going next level by discussing what happens when companies fuse #customerexperience with #employeeexperience for more memorable customer interactions.

Download the full eBook here: https://www.cxtoday.com/balancing-ex-...

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For more Customer Experience tech news visit https://www.cxtoday.com

CX Today's Charlie Mitchell hosts Mila D'Antonio, Principal Analyst at Omdia.

In this session, we analyze Omdia's latest research into the customer engagement platform space, discussing:

Why customer engagement platforms are so hot right now
What typically sets market leaders apart?
Surprising findings within the Omdia report
The future of customer engagement platforms

If you're looking for more information on this topic, visit this page.

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CX Today's Sandra Radlovački hosts Kevin McGachy, Head of AI and Automation Solutions, Sabio.

In this session, we discuss the following:

Why is capturing customer intent so important?
What process do you recommend for capturing customer intent?
How should a contact centre analyse customer intent to drive value?
What positive results have Sabio customers realised from actioning customer intent insights?

If you're looking for more information on this topic, visit this page.

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You can also join in the conversation on our Twitter and LinkedIn pages.

CX Today's Charlie Mitchell hosts Callan Schebella, EVP of Product Management at Five9.

In this session, we consider CX automation and how collaborative intelligence can help. In doing so, we discuss:

Mistakes to avoid when adding automation to customer journeys
How collaborative intelligence can help
Finding the best balance of bots and humans
Use cases for collaborative intelligence

If you're looking to learn more about collaborative intelligence, visit this page.

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CX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst, ZK Research.

In this session, we assess the potential strategy of new Avaya CEO Alan Masarek, discussing:

Zeus's top takeaways follow his conversation with Masarek
How Masarek's approach may differ to when he took the reigns at Vonage
What does the future look like at Avaya?

If you're looking for more information on this topic, visit this page.

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You can also join in the conversation on our Twitter and LinkedIn pages.

CX Today's Charlie Mitchell hosts Nicola Millard, Principle Innovation Partner at BT.

In this session we discuss the following five latest trends in CX:

The Metaverse
Hybrid Working
Video
Conversational AI
Hyper-Personalization

CX Today's Charlie Mitchell hosts Sundeep Singh Boughan, Director of Sales Engineering at Puzzel.

In this session, we introduce the upcoming Get Connected 2022 event, discussing:

Where and when is Get Connected, and why should people come along?
What makes this CX event stand out?
Which sessions will attendees most look forward to?
Which products is the Puzzel team most excited about showing off?
Where can viewers go to secure their free spot at the event?

CX Today's Charlie Mitchell hosts Bruce Temkin, Head of Qualtrics XM Institute.

CX Today's Charlie Mitchell hosts Dave Michaels, Lead Analyst at TalkingPointz.com

CX Today's Charlie Mitchell hosts Robin Gareiss, CEO and Principal Analyst at Metrigy, and Jonathan Allan, Chief Marketing Officer at Puzzel.

After intros and a quick summary of Puzzel's place within the CCaaS space, we discuss the following three trends:

AI reimagining contact centre solutions
Reoccurring omnichannel woes
The rise of visual engagement

CX Today's Charlie Mitchell hosts Tony Lorentzen, SVP & General Manager, Nuance (now part of Microsoft).

CX Today's Charlie Mitchell hosts Annie Weinberger, Head of Business Applications Product Marketing at AWS.

CX Today’s Charlie Mitchell hosts Zeus Karravala, Founder and Principal Analyst, ZK Research.

CX Today's Sandra Radlovački hosts Genefa Murphy, Chief Marketing Officer at Five9.

CX Today's Charlie Mitchell hosts Nick Dicksee, Avaya International CPaaS Specialist Lead.

CX Today's Charlie Mitchell hosts Brian Atkinson, Vice President EMEA at Five9.

CX Today's Charlie Mitchell hosts Jen Bailin, Chief Revenue Officer (CRO) at SAP Customer Experience.

CX Today's Charlie Mitchell hosts with Matthias Goehler, CTO EMEA at Zendesk.

CX Today's Charlie Mitchell hosts Martin Taylor, Director of Content Guru.

In this session, we consider the future of video in the contact centre, discussing:

Why are some contact centres turning to video?
Use cases for video in the contact centre
Critical features of a video solution for contact centres
Differentiators of the Content Guru storm video solution?
Examples of excellent video contact centre video strategies

CX Today's Charlie Mitchell hosts Josh Dulberger, Head of Product, Data and AI, at Zoom.

In this session, we explore the release of its new conversational intelligence solution, discussing:

The entrance of Zoom into the conversational analytics space
How the solution may improve contact center conversations
What differentiates this offering to competitors?
The future of Zoom in CCaaS

CX Today's Charlie Mitchell hosts Zeus Karravala, Founder and Principal Analyst, ZK Research.

CX Today's Charlie Mitchell hosts Dave D'Arcy, Director EMEA Customer Care, RingCentral.

CX Today's Rob Scott hosts Steve Forcum, Director and Chief Evangelist at Avaya and he shares his perspective on how total experience is unlocking the future of customer experience.

CX Today's Charlie Mitchell hosts Heidi Elmore, Head of UCaaS, Zoom.

CX Today's David Dungay hosts Ron Calixto, SVP Global Service Delivery, Fuze.

CX Today's William Smith hosts Julien Rio, Associate Vice President, International Marketing, RingCentral.

CX Today's Rob Scott hosts Brian Atkinson, VP and General Manager in EMEA at Five9.

CX Today's William Smith hosts Gero Decker, General Manager SAP Business Process Intelligence and Co-founder, Signavio

CX Today's Carly Read hosts Jared Eisenlohr, VP of Retail, Travel & Tech, LivePerson.

CX Today's William Smith hosts Tim Armstrong, Vice President, Product & Marketing, Nectar.

CX Today's Rob Scott hosts Andy White, CEO, at Contexta360.

CX Today's Carly Read hosts Jeff Gallino, CTO, CallMiner.

CX Today's Carly Read hosts Paul Adams, Regional VP, UK & Ireland, Twilio.

CX Today's Carly Read hosts Jacob Borgeson, Product Marketing Director, Khoros.

CX Today's Rob Scott hosts Frederic Laziou, CEO at Puzzel and Alexander Lunde, Co-Founder at Vergic.

CX Today's William Smith hosts Calabrio's Ed Creasey, Director of Pre Sales and Graeme Meikle, WFM Consultant.

CX Today's William Smith hosts Vasco Pedro, Co-founder and CEO, Unbabel.

CX Today's Carly Read hosts Iain Regan, Chief Revenue Officer, Semafone.

CX Today's William Smith hosts Joanna Palmer, CX Client Principal - Contact Center at RingCentral and Zeus Kerravala, Founder and Principal Analyst at ZK Research.

CX Today's Carly Read hosts John Walls, RVP Customer Success EMEA, Zendesk.

CX Today's William Smith hosts Andrew Smith, VP, Marketing, PowerReviews.

CX Today's Carly Read hosts Martin Taylor, CEO, Content Guru.

CX Today's Carly Read hosts Savinay Berry, EVP of Product & Engineering, Vonage.

CX Today's William Smith hosts Craig Shull, SVP & GM at GetFeedback.

CX Today's William Smith hosts John Ball, SVP & GM Customer Workflow Business Unit, ServiceNow.

CX Today’s David Dungay hosts Zeus Kerravala, Founder of ZK Research.

CX Today's David Dungay hosts Nick Beardsley, Enterprise Director, Onecom Group and Thomas John, VP Channels, Five9.

CX Today's Carly Read hosts Andy Tucker, Partner Success Manager, Cirrus.

CX Today's William Smith hosts Jamie Brighton, Head of Product Marketing EMEA, Adobe Experience Cloud.

CX Today's Rob Scott hosts Crevan O'Malley, Senior Sales Director, HubSpot.

CX Today's David Dungay hosts David Campbell, VP of Marketing, SugarCRM.

CX Today's William Smith hosts Peter Broeckx, Sales Manager Contact Center EMEA at AudioCodes

CX Today's David Dungay hosts Andy Dignan, Senior VP of Global Partners and Services, Five9 & Irwin Lazar, President and Principal Analyst, Metrigy.

CX Today's Carly Read hosts Maxine Allard, Senior Account Director, Odigo.

CX Today's Carly Read hosts Gregg Johnson, CEO, Invoca.

CX Today's Carly Read hosts John Trembley, VP of Marketing, Evolv.

CX Today's William Smith hosts Jon Ferrara, Nimble founder and CEO.

CX Today's Carly Read hosts Jeff Gallino, CTO & Founder at CallMiner.

CX Today's Carly Read hosts Evan Fromberg, VP of Sales, Krisp and Robert Schoenfield, COO, Krisp.

CX Today's Carly Read hosts Peter Lorant, EMEA COO, Zendesk.

CX Today's Rob Scott hosts Frederic Laziou, CEO at Puzzel.

CX Today's Carly Read hosts Jen Snell, Vice President, Product Marketing, Verint.

CX Today's Carly Read hosts Ed Creasey, Director Presales, International and Tomas Taesler, Product Line Manager, Workforce Management at Calabrio.

CX Today's Rob Scott hosts Thomas Rødseth, CTO at Puzzel

CX Today's Clare Muscutt hosts Sandra Thompson, Founder at Ei Evolution, and Jonathan Allan, CMO at Puzzel.

CX Today's Carly Read hosts Martin Taylor, Deputy CEO, Content Guru.

CX Today's Carly Read hosts Alison Elworthy, EVP Revenue Operations, Hubspot.

CX Today's Rob Scott hosts Genefa Murphy, CMO at Five9 and Robin Gareiss, CEO at Metrigy.

CX Today's Carly Read hosts Esteban Kolsky, CX Evangelist, SAP.

CX Today's Carly Read hosts Toby Cappello, Vice President, Cloud and Cognitive Software Expert Labs, IBM.

CX Today's Carly Read hosts Sabine Winterkamp, Senior Director of Global Marketing, Five9 and Brian Atkinson, VP and Manager of EMEA, Five9.

CX Today's Carly Read hosts Jonathan Rosenberg, CTO and Head of AI, Five9.

CX Today's Carly Read hosts Jonathan Rosenberg, CTO and Head of AI, Five9.

CX Today's Clare Muscutt hosts Ray Biggs, Head of Contact Centres, John Lewis Partnership.

CX Today's Clare Muscutt hosts Kevin Sheehan, Founder and Managing Partner, Cloudlinx, and Frank Wassenbergh, CCaaS Practice Leader & "TheCXexperience" podcast co-host at Cloudlinx.

CX Today's Rob Scott hosts Natalie Keightley, Senior Director Global Solutions Marketing at Avaya.

CX Today's Rob Scott hosts Umesh Sachdev, CEO at Uniphore.

CX Today guest host and CX expert, Clare Muscutt hosts Lindsay Rios, Head of Sales and CX at Table.