CX Today

Zeus 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 disc...

In this special UC Today interview, host Kristian McCann sits down with Gnosoulla Tsioupra‑Lewis, Chief People & Culture Officer at Arc Network—the organization behind HR Tech Europe. Together, they explore how AI is transforming HR leadership, workforce design, and culture across Europe. If you’re leading change, reimagining your employee strategy, or heading to HR Tech Europe 2026 in Amsterd...

 In this CX Today interview, the Vodafone and Teleperformance veteran explains why “contact” increasingly signals failure in a world where customers expect digital self service to work. When something breaks, it’s no longer an admin query. It’s a problem to fix fast. Ross maps a simple but powerful chain leaders can take to the board: degraded service equals failure, failure drives customer effort...

From 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...

 In this CX Today interview, host Nicole Willing speaks with Barbara Dondiego, CEO of AVOXI, about how voice AI and the shift to virtual, software-based voice infrastructure are transforming contact centers. The conversation covers what’s happening behind the hype – why most organizations are still only using AI in 5–10% of real-world deployments today, which use cases are working, like simple cal...

In this CX Today conversation, Nicole Willing speaks with Keith Wilson, Executive Director of Product Management for Customer Experience at CSG , about why fragmentation isn’t a technology failure, but a coordination problem, and how leading organisations are fixing it without starting over. From interoperability and real-time decisioning to journey orchestration and AI-assisted collaboration, thi...

The agentic AI era has arrived, and customer experience is leading the charge. But what does that actually mean for enterprises trying to plan, prioritise, and deploy responsibly? In this interview, CX Today's Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO of Content Guru , about the real shift happening right now in AI-powered CX, and what leaders need to do about it. Th...

In this episode, Rob Wilkinson is joined by Steve Blood, VP of Market Intelligence at Five9 , and Martyn Redstone , a consultant specialising in AI regulation. Together, they unpack where CX teams are most likely to misread the Act, why “we bought it from a big vendor” is not a compliance strategy, and how governance needs to shift from dashboards to outcomes customers actually feel. The conversat...

If your AI agent fails, customers escalate to a human and you “pay double.” In this CX Today interview, Gautam Vasudev, SVP Agentforce Contact Center at Salesforce, breaks down what CX leaders should measure as they roll out agentic service, and why cost alone is a trap. We cover where AI works best today (high-volume, low-risk queries), where customers still demand a human (complex, high-stakes s...

Rhys Fisher, Associate Editor at CX Today , sits down with Rémi Guinier, Head of AI Product at Diabolocom , to tackle one of the most pressing challenges in customer experience right now: the gap between AI investment and measurable business value. If your contact center has been pouring budget into AI tools but struggling to prove the impact, this conversation is essential viewing. Rémi pulls bac...

In this discussion, host Rhys Fisher, Associate Editor at CX Today, sits down with Liz Miller, VP and Principal Analyst at Constellation Research, for a reaction to one of the biggest leadership stories in enterprise tech. Shantanu Narayen’s decision to step down as Adobe CEO after 18 years sent shockwaves through the market, and for anyone running customer experience operations on Adobe’s stack,...

If you think you understand what customers expect in 2026… this conversation might surprise you. In this episode, Rob Wilkinson sits down with customer service and experience expert Shep Hyken to unpack insights from his State of Customer Service and CX 2026 report - and some of the findings challenge long-held assumptions about what actually drives loyalty. They explore what customers say matters...

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...

A 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...

Rhys Fisher, Associate Editor at CX Today , sits down with Kevin McGachy, Head of Solutions at Sabio , to cut through the AI noise that's plaguing contact centers. If you're tired of flashy AI demos that promise the world but deliver generic chatbots, this conversation is your reality check. Kevin breaks down the costly mistakes organizations make when racing to deploy AI, why voice is s...

AI may be everywhere in customer experience, but according to Bloomreach CEO and Co-Founder Raj De Datta, much of it still falls short of delivering real business impact. Speaking to CX Today, De Datta reflected on Bloomreach’s recent milestone of surpassing $260 million in annual recurring revenue, a result he attributes largely to the company’s AI-native approach and the evolution of its Loomi A...

In 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 bre...

 Francesca Roche sits down with Sarah Bruno, a Partner in the Emerging Technologies Group at Reed Smith , to discuss the recent investigative sweep by California’s Attorney General targeting retail, grocery, and hotel sectors for their use of consumer data in surveillance pricing. Sarah Bruno explains that the sweep focuses on how companies use algorithms to set individualized prices based on pers...

 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 

Customers don’t complain in private anymore. They post. They tag. They amplify. And they expect a response before the next refresh. In this CX Today conversation, Rob Wilkinson speaks with Anish Singal, VP of Product Management at Sprinklr , about why “control” is the wrong goal for modern CX, and what it really means to command the moment instead. From AI signal detection and cross-functional war...

Human in the loop is quickly moving from an AI buzzword to a real operating requirement for customer experience teams. In this episode of Human in the Loop, we dig into what AI oversight means in practice, and why it is reshaping contact center skills, hiring, and escalation design. CX Today speaks with Martyn Redstone, Founder at GenAssess, about the skills that matter most as AI agents take on m...

Sumant Mauskar explains how AI-powered voice fraud is attacking contact centers at scale, why the NICE integration matters, and what bi-directional trust really means Contact centers have an AI problem, and asking agents if calls "sound weird" isn't going to fix it. According to Sumant Mauskar, Global Partners SVP at Pindrop, humans can detect video deepfakes around 60% of the time....

In this interview with Paul Vezelis, Co-Founder and CEO of Traxlo, we explore how the platform’s pay-per-task model is reshaping retail operations, diving into operational innovation, workforce flexibility, and customer experience in modern retail.  Traxlo connects thousands of gig workers with retailers to complete specific operational tasks like shelf replenishment, inventory checks, and online...

In this interview, he explains why service is slipping despite heavy investment, where AI helps (and where it doesn’t), and the practical steps leaders can take to rebuild CSX from the frontline up. Alex Mead delivers a timely reality check: despite all the investment in journey mapping, NPS and “CX programmes,” the day-to-day service experience is getting worse. In this interview, he argues that...

  When headlines scream "data leak" but companies claim "no breach," customers are left confused—and trust takes a hit. In this CX Today interview, Ron Zayas, CEO of Ironwall by Incogni, explains why a recent Instagram incident is a wake-up call for CX leaders, arguing that technical security definitions often miss the reality of "cumulative risk." Zayas delivers a st...