Shows
CX TodayNRG CX Chief: Churn Is a Warning Sign, Not Just a Retention Number In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Suzie Dieth, VP and Chief Experience Officer at NRG, about why churn should concern every customer experience leader. In deregulated energy markets, customers have plenty of options and can switch providers with relative ease. Dieth explains why the decision to leave often starts much earlier, and what businesses can do to spot the warning signs before it is too late. A customer switching provider is rarely a single-moment decision. In competitive energy markets, a higher-than-expected bill, a home move, p...
2026-10-1215 minCX TodayStop Sampling Calls. Start Listening to What Customers Actually Say In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Russell White, Transformation Lead at Bluecrest, and Reece Harper, Account Executive at NiCE. Bluecrest has moved from reviewing a sample of calls to analyzing every customer interaction through NiCE CXone. The conversation explores what happens when contact centers stop relying on assumptions and start using customer intent, real conversation data, and human-reviewed AI summaries to guide decisions. Contact centers have recorded calls for years. The problem is that most businesses only listen to a fraction of them. White and H...
2026-10-0517 minCX TodayAI Could Steal Your Customer Before They Reach Your Site In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Christina Augustine, COO of Bloomreach, about the growing impact of AI on product discovery, personalization, and retailer loyalty. With shoppers increasingly asking ChatGPT, Gemini, and Claude where to buy, the conversation unpacks whether brands deliver the same depth, confidence, and relevance once customers arrive on their own sites? AI is quickly becoming the first stop in the shopping journey. But if customers discover a product through an AI assistant, what happens when they land on a retailer’s website and the exp...
2026-10-0218 minCX TodayZendesk: AI Is Taking the Easy Calls, but Voice Support Is Getting Harder In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Hannah Deveney, Senior Director of Product Management at Zendesk, about the changing role of voice in AI-powered customer service. As AI agents handle more routine requests, live calls are increasingly reserved for urgent, sensitive, and complicated issues. Deveney explains why Zendesk is bringing real-time, two-way translation into its contact center, and why the technology needs strong guardrails before it reaches high-risk customer journeys. Voice was supposed to be fading from customer service. Instead, it is becoming the channel customers choose when the...
2026-09-2811 minCX TodayThe AI Race Has a Customer Experience ProblemIn 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...
2026-08-1025 minCX TodayWhy Non-Linear CX Needs Emotionally Aware AICustomer 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 co...
2026-08-0328 minCX TodayCX Leaders Can’t Ignore This Agentic AI Lesson From the Pocket OS OutageA 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...
2026-08-0326 minCX TodayHow CRM Vendor Attio Turned Intercom's Fin AI Agent Into an Always-On Sales RepAI 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 fo...
2026-08-0318 minCX TodayThe Online vs Offline Divide: The Gap Retailers Keep IgnoringHow 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” coul...
2026-08-0310 minCX TodaySalesforce’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,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 pressur...
2026-08-0339 minCX TodayRetail CX Is Up, But Consistency Is the Real BattlegroundRetail 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...
2026-08-0317 minCX TodayYour Contact Center Could Be One Outage Away from Disaster – And You Probably Don't Know ItThree 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 wh...
2026-08-0355 minCX TodayHow Agentic AI Is Replacing Scripted Retail ChatbotsRetail 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...
2026-08-0318 minCX TodayCX Experts Expose the Ugly Truth Behind Customer Journey OrchestrationWhy 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 met...
2026-08-0337 minCX TodayAdobe Summit 2026: Liz Miller Calls Out the Market on AI Strategy – and She's Not Holding BackFrom 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 mar...
2026-08-0323 minCX TodayCisco: The AI Chatbot Era Is Dead – Here's What Comes NextCisco'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 cu...
2026-08-0321 minCX TodayWhy Bad AI Rollouts Break Customer TrustOnly 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...
2026-08-0318 minCX TodayZoom: Genius or Mad Scientist? Zeus Kerravala on the Bold Transformation Reshaping CXThe 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 mos...
2026-08-0319 minCX TodayThe AI Shutdown No One Saw Coming and What Enterprises Must Do Before the Next OneWhen 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...
2026-08-0315 minCX TodayLegacy CX Platforms Turn to AI-Native Acquisitions as Agent Race Heats UpAre 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 th...
2026-08-0312 minCX TodayCancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Momenteannie 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 te...
2026-08-0322 minCX TodayInside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic OrchestrationFor more Customer Experience tech news visit https://www.cxtoday.com
2026-08-0308 minCX TodayCCW 2026: The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They SaidRob 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...
2026-08-0320 minCX TodayCCW 2026: What Is an AI-Native Contact Center? Zoom CX at CCW 2026At 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...
2026-08-0311 minCX TodayWhy AI Customer Service Fails: Dan Balisteri on Empathy, Privacy & CXFor more Customer Experience tech news visit https://www.cxtoday.com
2026-08-0307 minCX TodayCCW 2026: Advice from Coach Rios: How CX leaders need to adapt during the AI transformationFor more Customer Experience tech news visit https://www.cxtoday.com
2026-08-0304 minCX TodayWhy “Resolution” Is a Lie – and the $54B Voice AI Revolution That's Already HereHakob 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 we...
2026-08-0317 minCX TodayThe Reality of Voice AI in the Contact Centre: From Pilot to ProductionVoice 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....
2026-08-0316 minCX TodayContact Center AI Is Only as Good as the Data Behind It – So Why Are We Ignoring the Data?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, me...
2026-08-0314 minCX TodayCCW 2026: inside Cresta's Vision for the AI-Augmented WorkforceFor more Customer Experience tech news visit https://www.cxtoday.com
2026-08-0308 minCX TodayCan Your CX Vendor Pass the Risk Test? The Due Diligence Reality CheckHow 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...
2026-08-0343 minCX TodayThe CRM Stack Is Cracking, Treasure AI WarnsAre 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 usab...
2026-08-0316 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...
2026-08-0316 minCX TodayWhy Your AI Pilots Are Losing TrustWhy 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...
2026-08-0323 minCX TodayHow to Stop Your Sales Teams Hurting CXAre 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...
2026-08-0313 minCX Today"Be the 5%": Amazon Connect Customer Reveals the Ultimate AI Playbook95% 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 c...
2026-08-0308 minCX TodayWhy “How Was Your Flight?” Now Defines Airline LoyaltyWhat 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 vi...
2026-08-0316 minCX TodayChainguard Explains Why CX Leaders Need Faster RemediationIs 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...
2026-08-0316 minCX TodayForget the Rulebook: How Self-Learning AI Is Rewriting Contact Center AutomationWhen 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 rul...
2026-08-0322 minCX TodaySAP's CMO on Why Brands Are Sitting on a "Dark Data" Time BombSara 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 ti...
2026-08-0315 minCX TodayWhy are Brands Still Failing Customers with Generic AI?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...
2026-08-0319 minCX TodayThe Agentforce Sales Lessons Every Enterprise NeedsWhat 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....
2026-08-0311 minCX TodayServiceNow on the CX Shift Legacy CRM Can’t HandleWhat 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...
2026-08-0333 minCX TodayAre Brands Finally Listening to Social Media Customers?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...
2026-08-0311 minCX TodayWhy the 2026 Conversational AI Gartner Magic Quadrant Doesn't Add UpCX 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...
2026-08-0318 minCX TodayGartner to CX Leaders: Stop Treating AI Agents Like Employees Before It Costs You 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...
2026-07-2212 minCX TodayWhy AI Projects Stall and What the Best Partner Ecosystems ChangeIn 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 th...
2026-07-1611 minCX TodayZoom: Genius or Mad Scientist? Zeus Kerravala on the Bold Transformation Reshaping CXThe 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...
2026-06-0819 minCX TodayIs Agentforce Contact Center the Fix for CX Fragmentation, or a New Risk Layer?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 pressur...
2026-05-0839 minCX 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 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 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 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 TodayZendesk Customer Experience Trends Report 2021 OverviewCX Today's Carly Read hosts Peter Lorant, EMEA COO, Zendesk.
2021-05-2515 minCX TodayHow Data Driven Insights Transform Customer EngagementCX Today's Carly Read hosts Martin Taylor, Deputy CEO, Content Guru.
2021-04-2619 minCX TodayHubspot's Operations Hub Launch 2021 CX Today's Carly Read hosts Alison Elworthy, EVP Revenue Operations, Hubspot.
2021-04-2108 minCX TodayReimagining CX with Five9 and MetrigyCX Today's Rob Scott hosts Genefa Murphy, CMO at Five9 and Robin Gareiss, CEO at Metrigy.
2021-04-1329 minCX TodayAutomating Conversations in CXCX Today's Carly Read hosts Esteban Kolsky, CX Evangelist, SAP.
2021-04-1212 minCX TodayAutomation and CX - Best Practices and Business ChecklistCX Today's Carly Read hosts Toby Cappello, Vice President, Cloud and Cognitive Software Expert Labs, IBM.
2021-04-0613 minCX TodayIntroducing the Five9 EMEA SummitCX Today's Carly Read hosts Sabine Winterkamp, Senior Director of Global Marketing, Five9 and Brian Atkinson, VP and Manager of EMEA, Five9.
2021-03-2910 minCX TodayHow AI will Serve Post-COVID Omni-channel CustomersCX Today's Carly Read hosts Jonathan Rosenberg, CTO and Head of AI, Five9.
2021-03-2518 minCX TodayMoving from Customer Service to AI Powered Customer ExperienceCX Today's Carly Read hosts Jonathan Rosenberg, CTO and Head of AI, Five9.
2021-03-1917 minCX TodayHow Retailers have Adapted to Challenges During the PandemicCX Today's Clare Muscutt hosts Ray Biggs, Head of Contact Centres, John Lewis Partnership.
2021-01-2633 minCX TodayMistakes Made in 2020, with Rapid Migrations to Cloud Based EnvironmentsCX Today's Clare Muscutt hosts Kevin Sheehan, Founder and Managing Partner, Cloudlinx, and Frank Wassenbergh, CCaaS Practice Leader & "TheCXexperience" podcast co-host at Cloudlinx.
2021-01-2118 minCX TodayCustomer Experience in the Digital WorkplaceCX Today's Rob Scott hosts Natalie Keightley, Senior Director Global Solutions Marketing at Avaya.
2021-01-0820 min2020-12-1816 minCX TodayReimagining a Digital-First Customer JourneyCX Today guest host and CX expert, Clare Muscutt hosts Lindsay Rios, Head of Sales and CX at Table.
2020-12-1819 min