CX Today

 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 c...

 In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Kim Johal, Retail Specialist at Infobip, about WhatsApp’s growing role in UK retail customer engagement.  Infobip’s research points to a shift away from one-way notifications and toward richer conversations across service, shopping, loyalty, and returns. Johal explains why the next challenge for retailers is not se...

Are customer experiences becoming too clunky for the way people now want to communicate? In this CX Today interview, Rob Wilkinson speaks with Peter Bell, VP of Marketing, EMEA at Twilio, about how voice is changing the way consumers interact with technology, and what that means for brands designing the next generation of digital customer journeys. Peter explores Twilio research showing that almos...

 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 custo...

 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 arr...

Are contact center buyers still using yesterday’s criteria to make tomorrow’s technology decisions? In this CX Today interview, Rob Wilkinson speaks with Keith Dawson, Research Director at ISG, about what contact center leaders should prioritize in 2026 as artificial intelligence, automation, analytics, and customer expectations reshape the market. Keith explains why the contact center is evolving...

 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-w...

Marcus Law speaks with Guy Yaffe, VP of Interaction Recordings at AudioCodes , about the changing enterprise recording market and why native recording alone may not meet the needs of regulated organizations. They explore the difference between convenient recording and compliance-grade recording, including policy-based capture, long-term retention, access controls, resilience, and the ability to re...

In this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital , about why the EU AI Act should matter to customer experience and contact center leaders, not just legal and compliance teams. Namjoshi explains why CX leaders are becoming the “stewards of AI” in customer-facing operations, how hidden AI can appe...

Are your customers getting joined-up conversations, or are they starting from scratch every time they contact your business? In this CX Today interview, Nicole Willing speaks with Karen Krivaa, Chief Marketing Officer at MMDSmart , about why so many businesses are still struggling to turn omnichannel ambition into real execution. Krivaa explains why fragmented systems, disconnected customer data,...

In this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr , about how AI-generated answers are changing customer discovery, brand comparison, and buyer decision-making. Sean explains why the customer journey is increasingly moving inside AI tools such as ChatGPT, Gemini, and Perplexity, where buyers can research, compare, and shortlist brands before a sales...

In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru , about the changing role of customer data, customer relationship management (CRM) and orchestration in AI-enabled CX. As vendors increasingly talk about agentic experiences, AI-native platforms, systems of action, and systems of decision, Manthorpe explains why CX leaders need...

In this CX Today interview, Rob Wilkinson speaks with Kristin King, Chief Customer Officer at UJET , and Tena Curic, Senior Customer Success Manager at UJET, about what they learned by spending time directly inside customer contact centers. Rather than relying only on dashboards, reports, or quarterly business reviews, the UJET team sat with agents and supervisors to understand how AI is actually...

Enterprise CX leaders face a difficult question: which AI strategies will deliver measurable customer and operational value, and which are simply buying time? In this CX Today interview, Rhys Fisher speaks with Zeus Kerravala, Principal Analyst at ZK Research , about how the customer experience AI market is beginning to separate into offensive and defensive camps. The conversation starts with Avay...

Support leaders are under pressure to improve customer experience, coach agents, manage technology, and keep operations moving. Yet quality assurance often becomes another task on an already overloaded list. In this CX Today interview, Rhys Fisher speaks with Ty Given, Founder and CEO at CX Collective, about why Quality as a Service could offer a more practical route for teams that need better QA...

  In this CX Today interview, Rhys Fisher sits down with Ty Givens, Founder and CEO of CX Collective , and Simel Kara, CX Account Director for Digital Experience and Transformation at Effect Digital, to dig into why end-to-end journey visibility remains out of reach for most organizations — and why reaching for AI as the solution is likely making things worse. Simel frames the core issue around wh...

In 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 c...

Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage , about how intelligent workspaces are reshaping the agent experience. Rodney explains why customer relationship management (CRM) fragmentation is becoming a major barrier for service teams, especially as organizations adopt more AI tools across the contact center. He explores how agents often become “human mid...

  The HubSpot data enrichment controversy generated plenty of heat. Alexi Hatch, CMO of Acoustic , is more interested in the light. Speaking with CX Today's Rhys Fisher, Hatch reframes the episode not as a one-company scandal but as a symptom of a wider industry habit she calls "signal debt" — the over-reliance on borrowed, static enrichment data that tells you what a contact's...

What happens when your “great” customer experience is optimised for humans, but your next customer is an AI agent? In this CX Today interview, Carrie Brough, Director of Strategy and Ops for TTEC Digital EMEA, argues that a single CX model is fast becoming a liability.  Brough explains why AI-driven interactions need quick, decision-ready responses, while humans still need empathy, context, and br...

What does it take to redesign a video platform used by teams across marketing, editorial, and media operations at scale? In this CX Today interview, Francesca Roche sits down with Alessandro Fumi, Product Manager at Brightcove, and Matteo Paoli, Product Designer at Brightcove, to unpack the thinking behind Prism, Brightcove’s newly redesigned platform interface. The discussion explores how feedbac...

Customer 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 per...

From Excel spreadsheets and NPS below zero to a 4.7 Trustpilot rating, Openreach and NiCE pull back the curtain on one of the UK's most ambitious AI deployments.  Introduction  Rhys Fisher, Associate Editor at CX Today, sits down with Chris Herbert, Director of Customer Service at Openreach; Eifion Lloyd, Senior Manager of Customer Enablement and Strategy at Openreach; and Giles Bryan, Genera...

AI agents are handling more customer conversations than ever, but what happens when automation reaches its limit? In this CX Today interview, Nicole Willing speaks with Craig Cotton, Global VP of Product Management at Concentrix, about one of the most important moments in the modern customer journey, the handoff from AI to a human advisor. Cotton explains why brands risk damaging customer trust wh...

CRMs and customer data platforms (CDPs) can store a mountain of customer data, but that does not automatically translate into better experiences.  In this CX Today panel, Ben Robinson, Head of Technology at Fair Finance, Amory Somers Vine, Head of Customer Experience at Expereo, and John Cheney, CEO of Workbooks, discuss what it takes to move from systems of record to systems of action. The conver...