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
Her er de nyeste episodene tilgjengelige via RSS-feeden:
The AI Arms Race: Uncovering the Billion-Dollar Shift in Contact Centers (00:19:32)
Rhys Fisher sits down with James Hughes, VP of Solutions at Sabio, to explore what’s really happening behind the scenes of AI’s rapid rise in the contact center world. With more than two decades of i...
Third-party AI risk: the vendor questions CX must ask (before procurement signs) (00:32:16)
Find out why leaders are rushing into AI under pressure from boards, competitors, and vendors, often without truly understanding how it works or putting the right guardrails in place. Adrian explains ...
The Death of Hold Music Why Waiting on the Line Is Over - Zendesk (00:26:56)
Waiting on hold has become a cultural meme for a reason. People now experience “instant” everywhere else, food deliveries, banking, streaming. So when support asks them to wait, it doesn’t feel normal...
Redundancy Without Waste: The Smarter UCaaS and POTS-Dependent Devices Backup Strategy - Tango Networks (00:14:06)
In this interview, Kristian McCann speaks with Lathan Lewis, Head of Products at Tango Networks, about a challenge every IT leader faces: keeping communications online without overspending. Throughout...
Who's Really Calling? The Rise of AI Customers - TTEC Digital (00:16:37)
For years, the CX industry has obsessed over deploying AI to serve customers better. But a seismic shift is already underway and most contact centers aren't prepared for it. Customer-initiated AI agen...
Big CX Update: How Tata Communications Is Transforming Customer Interactions with AI (00:23:53)
In this episode of CX Today, host Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications, to explore how modern enterprises are transforming cu...
Sabio Gets Real About WFM: Why Spreadsheets Are Killing CX Strategy (00:17:42)
Rhys Fisher, Associate Editor at CX Today, sits down with Scott Doherty, WFM Consultant at Sabio, to unpack how workforce management has evolved from a back-office numbers game into a strategic lever ...
The Hidden Cost of Doing Nothing: What Legacy Systems Really Cost CX Leaders (00:22:18)
Steve Blood, VP of Market Intelligence at Five9, exposes the hidden dangers lurking within legacy contact center systems. While many CX leaders view modernization as daunting, Blood argues that standi...
The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily - Operata (00:13:39)
Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. When something breaks, customers feel it imm...
Beyond AI-Enhanced – What It Really Means to Be AI-Native (00:11:06)
Rob Scott sits down with Jami Ferguson, VP of Product at SMG, to explore what it truly means to be an AI native organization. Far from surface-level automation, this is about structural transformation...
Trustworthy AI Without the Black Box - Diabolocom (00:19:43)
How clarity, sovereignty, and small-model precision are reshaping AI for 2026. In this discussion, host Rhys Fisher sits down with James Scott, Senior Solutions Engineer for North America at Diaboloc...
The Webex Contact Center: 5 Capabilities You Won't Find Elsewhere - Cisco Webex (00:24:30)
CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company, to deep dive on the Webex Contact Center. Cisco's cloud contact center platform recently featured as one of only t...
The Call That Cost a Fortune - Cyara (00:13:14)
Every CX leader's nightmare: the one call that went catastrophically wrong. In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidde...
The Future of Customer Support Gets Visual – and Real (00:26:01)
Rhys Fisher sits down with Zac Scalzi, Director of Sales at Cobrowse, and Ian Roberts, Director of Care Operations & Technologies at Quicken Inc. Together, they explore how visual intelligence, AI aug...
From CX 2025 to 2026: Consumer Insights and the Trends That Will Define the Year Ahead (00:22:37)
What if the secret to CX success in 2026 isn’t more automation — but better orchestration between AI and people? In this exclusive interview hosted by Rob Scott, Publisher at CX Today, we unpack the ...
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 spea...
Who Leads the CCaaS Space in 2025? (00:09:51)
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. Howe...
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 wi...
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...
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, ...
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 jo...
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 En...
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...
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 ...
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 ...
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