CX Today

In this CX Today interview, Associate Editor, Rhys Fisher, speaks with Sundeep Boughan, Director of Sales Engineering at Puzzel , to unpack findings from the company's latest State of the Contact Centre report. With 1,500+ contact center professionals surveyed, they cut through the AI hype to explore what “AI readiness” truly means, how conversational intelligence is driving real ROI, and why...

In this CX Today interview, Valoir Principal Rebecca Wettemann explains why time-based metrics like AHT and FCR need a rethink—and what leaders should measure instead, from outcome quality and AI-to-human handoffs to agent trust, coaching, and retention. Contact centers are racing toward “always-on” service, but Rebecca Wettemann, Principal at Valoir, argues many teams are modernizing with the wro...

In this discussion, CX Today’s Rhys Fisher speaks with Jim Eckes, Founder of TieTechnology, about the growing backlash against AI-first customer service strategies.  With Amazon layoffs and rushed automation dominating headlines, Jim shares why many AI rollouts are failing, how companies are skipping critical CX foundations, and what businesses should do before replacing people with bots   If you...

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 industry experience, James brings a clear, grounded perspective on where AI creates true business value. Together, they dig into the financial impact, the operational challenges, and why most organiza...

 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 how agentic AI and highly interconnected cloud systems are driving up complexity, risk, and consumer concern around data security and privacy. From there, they get practical: what third-party AI risk...

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. It feels like outdated plumbing. In this CX Today video, Rob Wilkinson sits down with Nuri Goj, Director of Platform Architecture for Zendesk Contact Center , to unpack what’s really happening insid...

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 the talk, Lewis unpacks how companies can ditch dual UC platforms and aging copper lines - and still achieve flawless business continuity. Key takeaways: Why maintaining duplicate UC platforms and l...

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 agents are now making calls, placing orders, and navigating your IVR on behalf of humans. Tools like OpenAI's Operator, Google Call Assist, and Kickoff's debt negotiation service aren'...

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 customer experience in a hyper-connected, AI-driven world. With over 26 years at Tata Communications, Gaurav brings deep insight into the evolution of customer interaction—from on-prem to cloud, from h...

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 for customer experience, agent wellbeing, and business performance. With omni-channel complexity, hybrid work, and AI now reshaping contact centres, this conversation explores what planners are real...

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 standing still is actually the most expensive decision you can make. Blood reveals how on-premises platforms are quietly draining value through lost customer insights, agent frustration, and missed persona...

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 immediately, but no one has a single end-to-end view of what's actually happening. The result? Blind spots, finger-pointing, and resolution times that damage both revenue and reputation. In this con...

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—where AI doesn't just enhance, it drives, adapts, and evolves customer experience strategy from the ground up. If you're tired of AI hype with little delivery, this conversation will cut t...

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 Diabolocom , to unpack one of the most pressing issues heading into 2026: How do we make AI truly trustworthy and measurable? With global regulations tightening and organizations demanding clearer ROI, Scott...

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 two "Customers' Choice" CCaaS solutions in a recent Gartner Peer Insights study into the space. But, what differentiates it?  Mitchell and Kramer unpack five of its mo...

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 hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses. What You'll Learn: The Real Cost of CX Failures - Beyond refunds: the hid...

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 latest Consumer Insights Report from Transcom and explore why CX is now a core revenue driver, not just a support function. Joining the conversation are two powerhouse leaders: 🔴 Jeff Blair, Chief Gro...

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 augmentation, and agent-first design are redefining digital customer support. If you're navigating AI adoption, struggling with fragmented customer journeys, or simply want real-world proof of...

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 select...

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...

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, imp...

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...

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 custo...

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 matur...

🔥 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 intera...