CX Today
TeknologiNews 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 podcast
- Content Guru on Its Cloud Contact Center Differentiators, Wins, & Vision (Big Update) (00:42:15)
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 SpaceIts Big Wins and Enterprise Success DriversContent Guru's Vision for the Future
- The Latest on Salesforce & ServiceNow's $1.5BN Genesys Investment, NiCE-Cognigy, Five9's Departures (00:32:59)
Watch on YouTube. CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space. Five prominent CX analysts join the panel to dissect each story. In this conversation, those analysts include: Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirShelly Kramer, President & CEO at Kramer & CompanyMichael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchFinbarr Begl...
- Big CX News - The Latest on Agentforce 3, New AI Studios from NiCE & Genesys (00:51:13)
CX Today's Charlie Mitchell introduces the latest trending news from across the customer experience space. He's joined by four prominent CX analysts to unpack each story. In this edition, those CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, President & CEO at Kramer & Company Finbarr Begley, Senior Research Analyst at Cavell During the conversation, they sha...
- Big CX Update: Cyara (00:25:33)
In this edition of the Big CX Update, Floyd March sits down with Rishi Rana, CEO of Cyara. Rishi shares his journey in the industry, how Cyara approaches the market, what typical implementation looks like, its approach to innovation, and what the future of CX looks like. Cyara is on a mission to redefine the future of CX with its holistic view of the space.
- 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. In doing so, they discuss: What challenges are contact centers facing today? How NiCE is tackling the...
- The Next Generation Virtual Agent: An Inside Look (00:15:38)
CX Today’s Charlie Mitchell hosts Jodi Reuven, a Senior Product Marketing Manager at Zoom. The duo offers a deep dive into Zoom’s next-generation Virtual Agent, which can reason and adapt in real time to boost resolution rates. In doing so, they consider: How does the next-generation virtual agent differ from what came before?What new features may excite Zoom customers?Real Results within Zoom's Own Contact Center
- RingCentral Shares All on RingCX Early Successes, Latest Innovations, & Roadmap (00:24:32)
After years of circling the CCaaS space, RingCentral is carving out a position with RingCX, a platform aimed at simplifying contact center deployments without cutting core capabilities. In this CX Today interview, Andy Watson, Senior Product Marketing Manager at RingCentral, discusses: The Fast Growth of RingCX - Initially aimed at smaller teams, RingCX now serves 1,000+ businesses, many with 1,000+ seats. Watson shares insights on where it's gaining traction and how customers are reacting.&n...
- 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, Miratech. We uncover the common pitfalls affecting 80% of professionals in their CCaaS decision-making process. Miratech provides expert insights into why this issue persists and how businesses can sidestep these costly errors. Learn the strategies ...
- Customer Contact Week 2025: A Preview of the World's Largest Contact Center Event (00:11:49)
Watch on YouTube. CX Today's Charlie Mitchell hosts Mario Matulich, President of the Customer Management Practice. Matulich discusses what to expect from the upcoming Customer Contact Week 2025 event that takes place between June 9-12, 2025. In doing so, they discuss: The challenges attendees currently face within their CX operations. How CCW addresses these challenges with its agenda. The flagship speaker sessions for the week. For more on CCW 2025, visit their website. Thanks...
- Why Does Traditional CCaaS Pricing Need to Evolve? (00:14:48)
CX Today's Charlie Mitchell hosts a conversation about the different CCaaS pricing models available to contact centers. To weigh up the pros and cons of each, he's joined by: Zeus Kerravala, Principal Analyst at ZK ResearchHeidi Elmore, Senior Product Marketing Manager for Amazon ConnectFirst, they note how contact center providers are struggling to price their offerings now as AI threatens seat counts. From there, they consider: What CCaaS pricing models are out there?Kerravala introduces se...
- ComputerTalk Tackles the Compliance Crunch Data Protection That Doesn’t Break CX (00:08:53)
In this CX Today interview, Deputy Editor Rhys Fisher sits down with Jennifer Sutcliffe, Vice President of Operations and Control at ComputerTalk, for an in-depth discussion on data protection and compliance in the contact center space. Jennifer unpacks the layered approach ComputerTalk takes to security, while offering expert insights into emerging trends like AI regulation and data sovereignty. What does real trust look like in a digital contact center? For Jennifer Sutcliffe and the team a...
- Cyber Acoustics Declares War on Outdated Headsets with Agent Assist (00:24:33)
A new era for contact center training and live support – minus the analog mess. In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, to explore how the company’s Agent Assist headset solution is revolutionizing agent training and real-time support in contact centers. Analog training tools in digital contact centers? Cyber Acoustics says no more. In this deep-dive interview, Thor walks Rhys through the story, tech, and impact behind Agent A...
- XCally’s Bold Take on Contact Center Evolution: AI, Automation & the Future of CX (00:19:33)
From omnichannel excellence to AI-driven automation, XCally’s Sales Director Marco Pasculli breaks down the next big shifts in customer experience. In this episode, Rhys Fisher, Deputy Editor at CX Today, is joined by Marco Pasculli, Sales Director at XCally. The pair dived into the hottest trends in the contact center, including reshaping CX, AI automation, and the CRM-CCaaS convergence. Marco shares exclusive insights into how businesses can future-proof their customer interacti...
- Past Lessons, Future Focus: Navigating the AI Revolution with Content Guru (00:19:28)
Is AI Overhyped... or the Future of EVERYTHING? Join Susie Harrison from CX Today as she delves into the AI revolution with Sean Taylor, Global CEO of Content Guru. They discuss past predictions, future possibilities (all the way to 2050), and the real impact of AI on Customer Experience. In this thought-provoking conversation, you'll discover: 🕰️ Did We Get It Right? A look back at AI expectations from 25 years ago – were we even close? 🚀 What Will CX Look Like in 2050? A glimpse in...
- Revolutionizing CX Uncovering Hidden Opportunities in the Evolving Landscape (00:06:09)
In this interview, Miratech's Matthew Ainsworth dives deep into the current state of CX and the dynamic opportunities emerging in this rapidly evolving landscape. From the quick rise of CCaaS, to the challenges large enterprises face in adopting cloud technologies, Matthew reveals why CX transformation isn't as simple as just jumping on the AI bandwagon. With real-time experiences and multi-vendor solutions becoming the norm, discover what businesses need to consider to stay ahead in the game...
- Scorebuddy's CEO Discusses Future of Contact Center Innovation and AI Integration (Big CX Update) (00:24:57)
Join Rhys Fisher as he sits down with Derek Corcoran, the CEO and Founder of Scorebuddy, a leading vendor in the quality assessment space. Derek shares his journey from the telecommunications industry to creating Scorebuddy, discussing how AI is reshaping the customer service landscape and transforming agent performance. This conversation dives into how technology is streamlining the customer experience, offering invaluable insights for anyone interested in the future of customer service oper...
- Salesforce Update - The Google Gemini Announcement, Agentforce 2dx, & ITSM Push (00:21:10)
Watch on YouTube. In this episode of our Salesforce Update, CX Today's Floyd March hosts two expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem: The Salesforce and Google Partnership The CRM leader has allowed joint customers to access Google Gemini within Salesforce’s Agentforce platform. The analysts explore why this is so significant. Agentforce 2dx The next evolution of the Agentforce platform launched at the beginning of March. The ana...
- Big CX News - The Latest on the New Amazon Connect, Zendesk's New Contact Center Platform (00:30:06)
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts to dissect each story. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, President & CEO at Kramer & Company Finbarr Begley, Senior Research Analyst at Cavell During the conversation, ...
- The Future of Work: Managing a Blended AI and Human Workforce (00:06:56)
CX Today's Head of Content Susie Harrison hosts Cognigy's VP Marketing, Alan Ranger. With Cognigy’s recent launch of their Agent Ops platform, we dive into how AI and human agents are collaborating to boost efficiency, enhance customer interactions, and tackle high-value tasks - while leaving repetitive work behind. We also discuss tackling workforce concerns about AI, the skills needed for this new era, and how Agent Ops is redefining workforce management with real-time monitoring, c...
- Agents, Supervisors, & Managers: How Is AI Impacting Key Contact Center Roles? (00:08:10)
AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact. Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM at Cisco Webex CX, to dig deeper. During the conversation, Patel shared practical examples of how the technology is changing the roles of key contact center stakeholders, including: Contact Center Agents - From gathering customer context upfront to completing post-contact follow ups, Pat...
- Big CX Update: Miratech (00:20:20)
CX Today's Head of Content Susie Harrison hosts Matthew Ainsworth, Chief Revenue Officer at Miratech, for a deep dive into his professional background, life at Miratech, and what's next for contact centers and CX. Matthew shares insights into Miratech’s evolution in CX solutions, their innovative approach to cloud-based managed services, and how they’re helping enterprises navigate the complexities of AI, cloud migration, and next-generation contact centers. From his passion for constan...
- Salesforce Update - The Layoffs, 1,000 Agentforce Deals, & the AI Energy Score (00:33:29)
Watch on YouTube. In this episode of our Salesforce Update Show, CX Today's Charlie Mitchell hosts three expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem: Salesforce Lays Off 1,000 Employees The CRM leader has reportedly laid off 1,000 employees amid hiring more staff to sell Agentforce. Does this suggest Salesforce is reorientating its whole business? The analysts share their takes. 1,000+ Confirmed Agentforce Deals Salesforce recently announc...
- Real-Time Translation, Accent Smoothing & AI Agents – Krisp & CX Today Explore the Future of CX (00:10:59)
Discover how real-time translation, accent smoothing, and AI-powered agents are redefining customer service. Join Rhys Fisher, Deputy Editor at CX Today, as he delves into the future of AI in contact centers with Davit Baghdasaryan, Co-founder & CEO of Krisp, and Wayne Butterfield, AI & Automation expert at ISG. The trio explores the next-gen AI technologies shaping 2025, including real-time translation, groundbreaking accent smoothing innovations, and AI-powered agents. Whether you'r...
- Cyber Acoustics: Transforming Call Centers with Innovative Headsets (Big CX Update) (00:40:02)
In this exclusive CX Today interview, Rhys Fisher, Deputy Editor, sits down with Thor Mitskog, CEO of Cyber Acoustics, to discuss how the company is transforming communication in call centers with cutting-edge headset technology. As the demand for better customer support grows, Cyber Acoustics is leading the way with audio solutions that address common issues in call centers – from agent training to background noise. Their latest innovations offer real-time agent monitoring and AI-powered noi...
- The Latest on Avaya Trimming Its Customer Base & Google's Bot That Calls Customer Service for You (00:37:52)
CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts to dissect each story. In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research Shelly Kramer, President & CEO at Kramer & Company Nicolas de Kouchkovsky, Principal Analyst at CaCube Consulting Derek Top, Senior Analyst at Opus Research Finbarr Begley, Senior Research Analyst at Cavell Gro...