CX Today

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 for instant transformation, the reality is more complex. Will shares insights into why so many pilots fizzle out, how to lay the right data foundations, and why empathy – not just efficiency – will d...

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’re not double paying. With CX Today’s Rhys Fisher , we break down how to phase in native features without losing the specialist tools you rely on. Together, they unpack how enterprises can navigate...

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 Derek Corcoran, CEO and Founder of Scorebuddy, to unpack how the world of Quality Assurance (QA) is being redefined by AI and conversational analytics.  Together, they explore how forward-thinking organ...

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. Key Discussion Points:...

CX Today's Charlie Mitchell hosts Richard Bassett, VP of CX & Automation at NiCE. The two discuss the evolution of contact center technology, considering data management, AI, and tech convergence.  From there, they consider: 🤔 What Comes Next? 🤔 Bassett discusses how contact centers will become more predictive, proactive, and AI-led by evolving their data strategies.  ⏩ How Can Contact...

Is your AI implementation struggling to deliver real value? The culprit could be dirty data. In this episode of CX Today, we explore the critical role of data quality in AI-driven customer experience strategies. Director of Presales at TechSee, Brion Johnson, shares insights on how poor data hygiene undermines AI’s ability to generate accurate predictions, automate customer interactions, and drive...

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. We uncover the common pitfalls affecting 80% of professionals in their CCaaS decision-making process. Miratech provides expert insights into why th...

🔥 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...

How Unified Experience Management® Drives Real Business Results with Josie Gaeckle, SVP at SMG   Every CX leader is under pressure to deliver more than just great customer feedback—they need to show real, bottom-line impact. In this episode of CX Today, host Rob Scott sits down with Josie Gaeckle, Senior Vice President of Client Insights at SMG, to break down how Unified Experience Management is t...

In this discussion, host Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, for a no-nonsense deep-dive into one of the most overlooked security debates in modern customer experience: hardware vs. software noise cancellation.  As enterprises race toward the cloud, Thor breaks down the hidden compliance traps, IT headaches, and cybersecurity risks that come with that shift – and why h...

As someone who has felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Operata’s most ambitious step yet. It expands CX Observability from a primarily Amazon Connect footprint to 50+ CCaaS, Voice AI, AI customer service, CPaaS, and CRM platforms. It introduces a unified Customer Journey Trace, a smarter CX Copilot th...

👉 Discover how mobile-first strategies, powered by AI, are reshaping sales and service for modern contact centers.  🔥 In this discussion, host Rhys Fisher sits down with #JamesScott, Senior Solutions Engineer at #Diabolocom, to unpack why #mobileCX is emerging as a game-changer for businesses worldwide.  As organizations look beyond static desktops, James explores how mobile technology, combined...

The cloud contact-center market is crowded, and CX leaders are struggling to spot real differentiation. In this interview, Sprinklr’s VP of Product Management explains how a platform-led approach is redefining customer experience by uniting contact center, conversational AI, voice of the customer, and social CX into one unified system. With global enterprises like BT, Deutsche Telekom, and EE alre...

Ever wondered if you’re speaking to a real person or an AI-powered voice agent?  In this exclusive interview, CX Today sits down with PolyAI to explore the cutting-edge technology behind conversational AI that sounds incredibly human. PolyAI’s advanced voice assistants are revolutionizing customer interactions, delivering seamless, natural conversations that rival real human agents. But can you te...

Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy, to unpack how the world of Quality Assurance (QA) is being redefined by AI and conversational analytics.  Together, they explore how forward-thinking organizations are transforming QA from a compliance necessity into a business intelligence engine that drives measurable CX impact.  If you’ve ever wondered how to move beyond...

Rhys Fisher sits down with Miguel Marcos, VP of Operations at Enghouse , to unpack one of the most pressing debates in customer experience: Is cloud the only path to modernization?  Together, they dive into why flexibility, not rigid vendor mandates, is the real key to innovation in the contact center world.  Main Description  Cloud-first strategies may dominate the headlines, but are they really...

Join Susie Harrison, Head of Content at CX Today, as she sits down with William Rubio, Chief Revenue Officer at CallTower, to explore the powerful convergence of UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service).  In this interview, we dive into how this convergence is reshaping enterprise communications strategies, enhancing customer and employee experiences, and...

Inside Scorebuddy’s take on AI, data security, and tackling agent burnout in today’s evolving CX landscape.  In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy.  The pair dive deep into how AI is reshaping the modern contact center – from quality assurance transformations to data security challenges and the critical issue of a...

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025.  To run through them, he's joined by: Garry Gormley, Founder of FAB Solutions Jeff Harling, Head of Global Digital Customer Experience at Zoom Both share their perspectives on each of the trends, as shared below: Priority 1 - Elevating customer satisfaction results while being stretched op...

Discover how mobile-first strategies, powered by AI, are reshaping sales and service for modern contact centers. 🔥 In this discussion, host Rhys Fisher sits down with #JamesScott , Senior Solutions Engineer at #Diabolocom , to unpack why #mobileCX is emerging as a game-changer for businesses worldwide. As organizations look beyond static desktops, James explores how mobile technology, combined wi...

Predictive, generative, agentic... there are many forms of AI creeping into customer service.  However, before boiling the ocean, contact centers should consider the quick wins that they can build upon. That's the advice Jill Blankenship, CEO of Frontline Group, shared in an interview with CX Today's Charlie Mitchell.  Live from the NiCE Interactions International, Blankedship also discu...

Inside Scorebuddy’s take on AI, data security, and tackling agent burnout in today’s evolving CX landscape. In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy. The pair dive deep into how AI is reshaping the modern contact center – from quality assurance transformations to data security challenges and the critical issue of age...

Cyara Unveils Game-Changing Platform: A Deep Dive with Christoph Börner Join Floyd March in this insightful conversation with Christoph Börner, as they unpack the launch of Cyara’s new platform designed to transform CX testing and monitoring. From AI-powered innovations to real-time feedback loops, they explore how this latest evolution aims to boost customer satisfaction and reduce risk for enter...

CX Today's Charlie Mitchell hosts Elizabeth Tobey, VP of Marketing at NiCE.  After some friendly intros, the conversation quickly pivots to previewing the major themes that NiCE will explore at Interactions Day Two and Three.  From there, the conversation offers: 👀 A Peek Behind the Scenes of NiCE's Big Announcements 👀 Tobey teases some major news that will come later at the event, inc...

In this discussion, host 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 for instant transformation, the reality is more complex. Will shares insights into why so many pilots fizzle out, how to lay the right data foundations, and why empathy – not...