Shows
CX TodayAdobe Summit 2026: Liz Miller Calls Out the Market on AI Strategy – and She's Not Holding Back 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 mark...
2026-04-2223 minCX TodaySprinklr Spring 26: The Governance Frontier For Autonomous AIAutonomous 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
2026-04-1723 minCX TodayReal-Time CX Moves Off Dashboards And Onto The Retail Front LineCustomer 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.Th...
2026-04-1613 minCX TodayHow AI in the Contact Center is Powering Real-Time Insights, Smarter Agents & Better ROIIn 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...
2026-04-1526 minCX TodayThe FCC's Offshore Call Center Crackdown Could Be the Shock That Fixes a Broken IndustryZeus 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 cl...
2026-04-1018 minCX TodayWhy NFL Teams Are Struggling with Fan Engagement, And How to Fix ItFrom 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 seriou...
2026-04-0816 minCX Today60-70% of Your Contact Center Calls Could Already Be Handled by AI. So Why Aren't They?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? ...
2026-03-1219 minCX TodayHuman-First AI: Why SMBs Should Rebalance, Not ReplaceA 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...
2026-03-1007 minCX TodayPragmatic AI vs. “Science Projects”: How to Fix Broken Customer ExperiencesIn 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 do...
2026-03-0519 minCX TodayWhat Moltbook Reveals About the Hidden Security Risks of Autonomous AI Agents 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
2026-02-2517 minCX TodayWho Leads the CCaaS Space in 2025?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, Kerr...
2025-12-1709 minCX TodayImplementing Contact Center Copilots: 2degrees' Challenges, Lessons, and Best PracticesCX 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 roa...
2025-12-1505 minCX TodayNiCE Interactions International: Everything You Can Expect from the Must-Attend CX EventCX 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 2025With over...
2025-12-0108 minCX TodayThe Future of Contact Center Technology: A Deep DiveCX 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 Interacti...
2025-12-0118 minCX TodayThe Platform Advantage: How Sprinklr Is Redefining CCaaS for the Next Era of CXThe 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 t...
2025-11-2420 minCX TodayThe Top Strategic Priorities for Customer Service LeadersCX 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 SolutionsJeff Harling, Head of Global Digital Customer Experience at ZoomBoth 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 Zo...
2025-11-0525 minCX TodaySecure the Quick Wins First: How the Frontline Group Is Advancing Its Customer Service ExperiencesPredictive, 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 Frontl...
2025-11-0405 minCX TodayThe Latest on Salesforce & ServiceNow's $1.5BN Genesys Investment, NiCE-Cognigy, Five9's DeparturesCX 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 ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirShelly Kramer, President & CEO at Kramer & CompanyMichael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchFinbarr Begley, Senior Research Analyst at Cavell During the discussion, they touch upon the following four news stories:💸 Genesys Announces $1.5BN in In...
2025-10-2932 minCX TodayWhere Does Customer Journey Mapping Go Wrong? (And How to Fix It) - Mitel & CULTIVATECX 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 DesignPaul Hughes, Head of CX Sales for the UK, Ireland & South Africa at MitelEarly 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:✍️ Wh...
2025-10-2914 minCX TodayMiratech on AI Mayhem: Five Big Mistakes Companies Are Making with AIMany 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 TakeawaysWhy bad data = bad outcomes (and how to fix it)The broken buying proces...
2025-10-2817 minCX TodayContent Guru on Its Cloud Contact Center Differentiators, Wins, & Vision (Big Update)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 🚗
2025-10-2842 minCX TodayIT Now Calls the Contact Center AI Buying Shots: So What? - CyaraCX 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 ISGChristoph Börner, VP of Engineering at CyaraTogether, 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 t...
2025-10-2233 minCX TodayAgents, Supervisors, & Managers: How Is AI Impacting Key Contact Center Roles? - CX Today NewsRecognizing 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 Cen...
2025-10-2108 minCX TodayThe Latest on ServiceNow AI Experience, Qualtrics' $6.75MN PG Forsta Acquisition, & MoreCX 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 ResearchLiz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wettemann, CEO & Principal Analyst at Valoir Shelly Kramer, resident & CEO at Kramer & CompanyMichael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchDerek Top, Senior Analyst at Opus ResearchDuring the discussion, the panel dives into three major CX stories:💡 ServiceNow Unveils "AI Experience" 💡ServiceNow has launc...
2025-10-1632 minCX TodayAnalyzing the Gartner Magic Quadrant for CCaaS 2025CX 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 ResearchLiz Miller, VP & Principal Analyst at Constellation ResearchTogether, 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 ma...
2025-10-1638 minCX TodayThe Webex Contact Center: 5 Capabilities You Won't Find ElsewhereCX 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 SuiteFrom 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.
2025-10-1624 minCX TodayPast Lessons, Future Focus: Navigating the AI Revolution with Content GuruIs 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 Nee...
2025-04-2219 minCX TodayContact Center Trends for 2025: What's Hot and What's Not?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:1. Generative AI & Knowledge Management: Learn how these two game-changing technologies are converging to improve first contact resolution and create smarter agent workflows.2. Conversational Intelligence: Discover why this once enterprise-exclusive technology is now more accessible and how it can deliver deep insights into customer sentiment.3. Agent Assist: Hear Simon’s take on how real-time support tools powered by AI are helping agents handle com...
2025-02-1222 minCX TodayNVIDIA Introduces Its Latest Agentic AI Innovations, Teases What's to ComeCX 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 ModelsJoining 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...
2025-01-2425 minCX TodayHow to Ensure the Ethical, Compliant Use of Contact Center AICX 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...
2024-12-1611 minCX Today5 Customer Experience Trends for 2025 & BeyondCX 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 ResearchBoth share their perspectives on each of the trends - as shared below:Trend 1 – Advancements In AI Will Turn Contact Centers Into Profit CentersTrend 2 – Contact Center Leadership Roles Will Become More Strategic and Stretch Beyond Customer SupportTrend 3 – Contact Centers Will Shift Investment from Human-Led Interactions to Reski...
2024-12-0440 minCX TodayCustomer Journey AI: Examples, Outcomes, & What's Next?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 exam...
2024-06-2622 minCX TodayBig CX News - The Latest on the Salesforce-Informatica Fallout, Avaya-Edify Acquisition, & MoreWatch 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 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 R...
2024-05-1621 minCX TodayBIG CX News - Enterprise Connect 2024: The Roundup ft. Five9, Cisco, Salesforce & MoreWatch on YouTube.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 Si...
2024-04-051h 07CX TodayCCaaS: Where Are We Now & Where Are We HeadingWatch on YouTube.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 Researc...
2024-01-2925 minCX TodayFrontier Airlines Discusses Its Decision to Ditch Telephone Customer ServiceWatch on YouTube.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 gapThe outcomes so farLessons for brands considering a similar moveFor more end-user stories, subscribe to CX Today here: https://www.cxtoday.com/account/Thanks for watching. If you’d like...
2023-06-2703 minCX TodayMaking Magical Moments in CXCX 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-...Thanks for watching, if you'd like more content like this, don't forget to SUBSCRIBE to our c...
2022-09-1417 minCX TodaySupercharging Self-Service With AICX Today's Charlie Mitchell hosts Brian Atkinson, Vice President EMEA at Five9.
2022-05-3117 minCX TodaySAP Introduces Its Latest Service Cloud InnovationsCX Today's Charlie Mitchell hosts Jen Bailin, Chief Revenue Officer (CRO) at SAP Customer Experience.
2022-05-2520 minCX TodayZendesk Discusses Its Latest CRM InnovationsCX Today's Charlie Mitchell hosts with Matthias Goehler, CTO EMEA at Zendesk.
2022-05-1313 minCX TodayEngaging Customers with VideoCX 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
2022-04-2715 minCX TodayZoom Discusses Its New Conversational Intelligence SolutionCX 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
2022-04-2207 minCX TodayInspecting the Garner Magic Quadrant for Conversational AICX Today's Charlie Mitchell hosts Zeus Karravala, Founder and Principal Analyst, ZK Research.
2022-03-2910 minCX TodayDelivering the Digital Contact Centre of the FutureCX Today's Charlie Mitchell hosts Dave D'Arcy, Director EMEA Customer Care, RingCentral.
2022-03-1013 minCX TodayHow Total Experience is Unlocking the Future of CXCX 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.
2022-03-0415 minCX TodayZoom Discusses Its New Contact Center SolutionCX Today's Charlie Mitchell hosts Heidi Elmore, Head of UCaaS, Zoom.
2022-03-0210 minCX TodayFuze: What is Next for CX?CX Today's David Dungay hosts Ron Calixto, SVP Global Service Delivery, Fuze.
2022-01-1011 minCX TodayThe Future of CX: Predictions for 2022CX Today's William Smith hosts Julien Rio, Associate Vice President, International Marketing, RingCentral.
2022-01-0411 minCX TodayCustomer Experience in the Year Ahead - Insights from Five9CX Today's Rob Scott hosts Brian Atkinson, VP and General Manager in EMEA at Five9.
2021-12-1624 minCX TodayProcess Transformation for Customer ExperienceCX Today's William Smith hosts Gero Decker, General Manager SAP Business Process Intelligence and Co-founder, Signavio
2021-12-1509 minCX TodayLivePerson Leverages AI CX to Support Travel IndustryCX Today's Carly Read hosts Jared Eisenlohr, VP of Retail, Travel & Tech, LivePerson.
2021-12-0713 minCX TodayNectar: Digital Experience Insights from the IVR to the AgentCX Today's William Smith hosts Tim Armstrong, Vice President, Product & Marketing, Nectar.
2021-12-0611 minCX TodayOptimising Conversations for Next-gen CXCX Today's Rob Scott hosts Andy White, CEO, at Contexta360.
2021-12-0317 minCX TodayConversation Analytics Platform and Autumn Release NewsCX Today's Carly Read hosts Jeff Gallino, CTO, CallMiner.
2021-11-0210 minCX TodayTwilio Engage and the Importance of Personalised CXCX Today's Carly Read hosts Paul Adams, Regional VP, UK & Ireland, Twilio.
2021-10-2909 minCX TodayFuture-Proofing a Business with Omni-Channel CX Today's Carly Read hosts Jacob Borgeson, Product Marketing Director, Khoros.
2021-10-2507 minCX TodayPuzzel Extends Smart Experiences with Vergic AcquisitionCX Today's Rob Scott hosts Frederic Laziou, CEO at Puzzel and Alexander Lunde, Co-Founder at Vergic.
2021-10-2211 minCX TodayHealth of the Contact Centre 2021: Agent Well-being and the Great Resignation CX Today's William Smith hosts Calabrio's Ed Creasey, Director of Pre Sales and Graeme Meikle, WFM Consultant.
2021-10-2111 minCX TodayLanguage Operations: Multilingual Support with AICX Today's William Smith hosts Vasco Pedro, Co-founder and CEO, Unbabel.
2021-10-2018 minCX TodayImpact Tech Has on Boosting Customer EngagementCX Today's Carly Read hosts Iain Regan, Chief Revenue Officer, Semafone.
2021-10-1809 minCX TodayBest Practices for Managing Agents Through ChangeCX Today's William Smith hosts Joanna Palmer, CX Client Principal - Contact Center at RingCentral and Zeus Kerravala, Founder and Principal Analyst at ZK Research.
2021-10-0122 minCX TodayImproving CX with Messaging ChannelsCX Today's Carly Read hosts John Walls, RVP Customer Success EMEA, Zendesk.
2021-10-0112 minCX TodayMaking the Most of User-Generated ContentCX Today's William Smith hosts Andrew Smith, VP, Marketing, PowerReviews.
2021-09-2015 minCX TodayPatient Experience in a Post-COVID World CX Today's Carly Read hosts Martin Taylor, CEO, Content Guru.
2021-09-1616 minCX TodayHow the Shift to Digital has Impacted Remote WorkingCX Today's Carly Read hosts Savinay Berry, EVP of Product & Engineering, Vonage.
2021-08-2510 minCX TodayVOC Trends: Automation, COVID and the Sector's FutureCX Today's William Smith hosts Craig Shull, SVP & GM at GetFeedback.
2021-08-2408 minCX TodayThe Role of Artificial Intelligence in Customer ServiceCX Today's William Smith hosts John Ball, SVP & GM Customer Workflow Business Unit, ServiceNow.
2021-08-1915 minCX TodayAnalysing the CCaaS Magic QuadrantCX Today’s David Dungay hosts Zeus Kerravala, Founder of ZK Research.
2021-08-1715 minCX TodaySolving Agent Experience ChallengesCX Today's David Dungay hosts Nick Beardsley, Enterprise Director, Onecom Group and Thomas John, VP Channels, Five9.
2021-08-1021 minCX TodayCirrus Ex and the Power of the Super AgentCX Today's Carly Read hosts Andy Tucker, Partner Success Manager, Cirrus.
2021-08-0514 minCX TodayPersonalisation and the Importance of CX for RetailersCX Today's William Smith hosts Jamie Brighton, Head of Product Marketing EMEA, Adobe Experience Cloud.
2021-07-3011 minCX TodayThe Future of CX in a Post-Pandemic World and the Role of CRMCX Today's Rob Scott hosts Crevan O'Malley, Senior Sales Director, HubSpot.
2021-07-2123 minCX TodayThe Future of CX Starts with the CRMCX Today's David Dungay hosts David Campbell, VP of Marketing, SugarCRM.
2021-07-1921 minCX TodayAudioCodes: Modernising On-Premise Contact CentresCX Today's William Smith hosts Peter Broeckx, Sales Manager Contact Center EMEA at AudioCodes
2021-07-1519 minCX TodayReimagining Customer Migration JourneysCX Today's David Dungay hosts Andy Dignan, Senior VP of Global Partners and Services, Five9 & Irwin Lazar, President and Principal Analyst, Metrigy.
2021-07-1427 minCX TodayKeeping Agents Engaged Post-PandemicCX Today's Carly Read hosts Maxine Allard, Senior Account Director, Odigo.
2021-07-1209 min