News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team. Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.
📻 Siste episoder av CX Today
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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-fit...
Why Government Contact Centers Are Embracing AI – And What Comes Next (00:09:40)
Inside the AI revolution reshaping citizen service – ComputerTalk’s Kyle Birker reveals what’s driving the shift and what comes next. In this CX Today video interview, Deputy Editor Rhys Fisher speaks with Kyle Birker, Head of Sales Operations at ComputerTalk, about the rapidly growing adoption of AI in government contact centers. As citizens demand more convenience and availability from public services, AI is stepping in to transform how agencies respond – often under tight bud...
Implementing Contact Center Copilots: 2degrees' Challenges, Lessons, and Best Practices (00:05:47)
CX Today's Charlie Mitchell hosts Wayne Anderson, General Manager of Digital Delivery at 2degrees. Anderson discusses how the popular telecoms provider is advancing its contact center experiences with AI. In doing so, he shares: 🔴 The Challenges of Implementing Contact Center Auto-Summaries 🔴 Auto-summaries are where many contact centers have started their generative AI journeys. Yet, implementations aren't always easy. Anderson shares what he's learned so far. 🤖 The Ro...
Why CX Leaders Are Tired of AI That Doesn’t Work (00:21:36)
How Enghouse is cutting through the AI noise and contact center clutter with real-world results In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive, to get to the heart of a pressing industry issue: the overhype of AI in customer experience. Forget the fluff, this interview is about AI that actually works. Simon shares candid insights into why many AI projects fail to deliver, how Enghous...
The Customer Journey Black Hole: How a Unified Platform Illuminates the Unseen - Tata Communications (00:15:43)
Watch host Christopher Carey sit down with Gaurav Anand, VP and Head of Customer Interaction Suite at Tata Communications, to explore one of the most pressing challenges in modern CX - the customer journey black hole. As enterprises strive to deliver seamless, personalized engagement across channels, Gaurav explains how data silos, disconnected systems, and inconsistent experiences threaten customer loyalty and brand value. Tune in as they discuss how unifying CPaaS and CCaaS under one intell...
Puzzel on AI's Goldmine: Unlocking Real Contact Center Value with Conversational Intelligence (00:13:41)
From data silos to strategic insights - how Puzzel’s AI-driven platform turns talk into transformation. In this exclusive CX Today interview, Deputy Editor Rhys Fisher sits down with Jesper Jønsson, Director of Product for AI at Puzzel, to dig into the real-world power of Conversational Intelligence. Jesper shares how this post-call analytics solution helps contact centers level up their AI maturity, drive operational efficiency, and extract value from the customer interactions hiding...
Why 95% of AI Pilots Fail – and How to Be the 5% That Wins (00:16:41)
Rhys Fisher sits down with Will Penn, Senior Sales Engineer at Puzzel, to unpack one of the most talked-about trends in customer experience: AI co-pilots. While many organizations jump into AI hoping for instant transformation, the reality is more complex. Will shares insights into why so many pilots fizzle out, how to lay the right data foundations, and why empathy – not just efficiency – will define the future of CX. If you’re looking to get real ROI from AI, this conversation is a must-wat...
The Truth About CCaaS Migrations (00:23:46)
Joseph Kelly, Solutions Architect at Miratech, shares a practical “lift and shine” mindset: transition what works, minimise disruption for agents and customers, and time change around contracts so you’re not double paying. With CX Today’s Rhys Fisher, we break down how to phase in native features without losing the specialist tools you rely on. Together, they unpack how enterprises can navigate the potential chaos of cloud migrations, including avoiding the common pitfalls and leveraging AI a...
What If You Could Evaluate Every Customer Interaction? - CX Today News (00:09:13)
🔥 How AI and automation are transforming quality assurance and redefining CX performance measurement. In this episode, host Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, to explore how automation and AI are revolutionizing the world of contact center quality assurance (QA). Together, they unpack what it truly means to evaluate every customer interaction — and why this shift is reshaping how organizations understand, improve, and per...
How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses (00:17:21)
Discover how Scorebuddy’s AI-driven QA is revolutionizing customer experience analytics — from spreadsheets to strategic insights. Introduction In this discussion, host Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy, to unpack how the world of Quality Assurance (QA) is being redefined by AI and conversational analytics. Together, they explore how forward-thinking organizations are transforming QA from a compliance necessity into a business intell...
NiCE Interactions International: Everything You Can Expect from the Must-Attend CX Event (00:08:10)
CX Today’s Charlie Mitchell sits down with Simon Broadbent, SVP UKI & SAIL at NiCE, to preview one of the contact center industry’s biggest vendor events: NiCE Interactions International 2025. 🎤 Together, they explore the biggest challenges facing contact centers today and how NiCE plans to help solve them through strategy, innovation, and real-world customer stories. Key Discussion Points: 📌 What Challenges Are Contact Centers Facing Today? From costly integrations to rising customer ...
The Future of Contact Center Technology: A Deep Dive (00:18:26)
CX Today's Charlie Mitchell hosts Richard Bassett, VP of CX & Automation at NiCE. The two discuss the evolution of contact center technology, considering data management, AI, and tech convergence. From there, they consider: 🤔 What Comes Next? 🤔 Bassett discusses how contact centers will become more predictive, proactive, and AI-led by evolving their data strategies. ⏩ How Can Contact Centers Stay Ahead of the Innovation Curve? ⏩ Innovation is outpacing adoptions. Yet, Ba...
Is Your Approach to Dirty Data Killing Your AI Implementation? (00:22:18)
Is your AI implementation struggling to deliver real value? The culprit could be dirty data. In this episode of CX Today, we explore the critical role of data quality in AI-driven customer experience strategies. Director of Presales at TechSee, Brion Johnson, shares insights on how poor data hygiene undermines AI’s ability to generate accurate predictions, automate customer interactions, and drive meaningful outcomes. Learn how businesses can clean up their data pipelines and implement best p...
80% of Tech Specialists Make These Common Mistakes that Make Them Regret their CCaaS Decision (00:17:03)
CCaaS solutions promise efficiency and scalability, but many tech specialists unknowingly make a few common but critical mistakes that lead to costly regrets. In this episode, CX Today's Floyd March hosts Michael Burrows, Director of CX Solutions. We uncover the common pitfalls affecting 80% of professionals in their CCaaS decision-making process. Miratech provides expert insights into why this issue persists and how businesses can sidestep these costly errors. Learn the strategies to opti...
What If You Could Evaluate Every Customer Interaction? (00:09:13)
🔥 How AI and automation are transforming quality assurance and redefining CX performance measurement. In this episode, host Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, to explore how automation and AI are revolutionizing the world of contact center quality assurance (QA). Together, they unpack what it truly means to evaluate every customer interaction — and why this shift is reshaping how organizations understand, improve, and per...
From Feedback to Financial Impact – The ROI of Unified Experience Management (00:19:11)
How Unified Experience Management® Drives Real Business Results with Josie Gaeckle, SVP at SMG Every CX leader is under pressure to deliver more than just great customer feedback—they need to show real, bottom-line impact. In this episode of CX Today, host Rob Scott sits down with Josie Gaeckle, Senior Vice President of Client Insights at SMG, to break down how Unified Experience Management is turning data into revenue, retention, and ROI. How does improving customer experienc...
Hardware v Software: The Security Showdown Shaping the Future of Noise Cancellation (00:13:58)
In this discussion, host Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, for a no-nonsense deep-dive into one of the most overlooked security debates in modern customer experience: hardware vs. software noise cancellation. As enterprises race toward the cloud, Thor breaks down the hidden compliance traps, IT headaches, and cybersecurity risks that come with that shift – and why hardware might just be the unsung hero of secure communication. If you’ve ever wonder...
Inside Operata: The Rise of CX Observability for AI-Powered Contact Centers (00:18:24)
As someone who has felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Operata’s most ambitious step yet. It expands CX Observability from a primarily Amazon Connect footprint to 50+ CCaaS, Voice AI, AI customer service, CPaaS, and CRM platforms. It introduces a unified Customer Journey Trace, a smarter CX Copilot that uses AWS Bedrock and OpenAI GPT-5.0 for natural language analysis, and an open approach for de...
Why Mobile CX Is the New Power Move for Contact Centers (00:18:12)
👉 Discover how mobile-first strategies, powered by AI, are reshaping sales and service for modern contact centers. 🔥 In this discussion, host Rhys Fisher sits down with #JamesScott, Senior Solutions Engineer at #Diabolocom, to unpack why #mobileCX is emerging as a game-changer for businesses worldwide. As organizations look beyond static desktops, James explores how mobile technology, combined with #AI, is transforming agent flexibility, accelerating response times, and boosting...
The Platform Advantage: How Sprinklr Is Redefining CCaaS for the Next Era of CX (00:20:18)
The cloud contact-center market is crowded, and CX leaders are struggling to spot real differentiation. In this interview, Sprinklr’s VP of Product Management explains how a platform-led approach is redefining customer experience by uniting contact center, conversational AI, voice of the customer, and social CX into one unified system. With global enterprises like BT, Deutsche Telekom, and EE already seeing results, the discussion explores how hybrid human-AI teams, composable experience de...
Can You Distinguish Between This AI Voice Agent and a Real Person?! An Introduction into PolyAI (00:29:23)
Ever wondered if you’re speaking to a real person or an AI-powered voice agent? In this exclusive interview, CX Today sits down with PolyAI to explore the cutting-edge technology behind conversational AI that sounds incredibly human. PolyAI’s advanced voice assistants are revolutionizing customer interactions, delivering seamless, natural conversations that rival real human agents. But can you tell the difference? Watch as we put their AI to the test! 🔹 How does PolyAI create human-l...
Breaking Free from Cloud-Only CX Myths (00:12:59)
Rhys Fisher sits down with Miguel Marcos, VP of Operations at Enghouse, to unpack one of the most pressing debates in customer experience: Is cloud the only path to modernization? Together, they dive into why flexibility, not rigid vendor mandates, is the real key to innovation in the contact center world. Main Description Cloud-first strategies may dominate the headlines, but are they really the best fit for every business? In this candid conversation, Miguel Marc...
How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses (00:17:21)
Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy, to unpack how the world of Quality Assurance (QA) is being redefined by AI and conversational analytics. Together, they explore how forward-thinking organizations are transforming QA from a compliance necessity into a business intelligence engine that drives measurable CX impact. If you’ve ever wondered how to move beyond manual scoring and truly unlock the value hidden in your customer interactions, this ...
How AI Is Revolutionizing Modern Contact Centers (00:14:56)
Inside Scorebuddy’s take on AI, data security, and tackling agent burnout in today’s evolving CX landscape. In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy. The pair dive deep into how AI is reshaping the modern contact center – from quality assurance transformations to data security challenges and the critical issue of agent burnout. In this engaging discussion, Emmanuel breaks down the evolving ...
Join Susie Harrison, Head of Content at CX Today, as she sits down with William Rubio, Chief Revenue Officer at CallTower, to explore the powerful convergence of UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service). In this interview, we dive into how this convergence is reshaping enterprise communications strategies, enhancing customer and employee experiences, and enabling scalable, integrated ecosystems for digital transformation. William shares exper...
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