CX Today

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...

OneMagnify is making waves in the digital transformation space, strategically acquiring companies to expand its capabilities and deliver cutting-edge solutions.  In this video, OneMagnify explains its approach to mergers and acquisitions, exploring how it’s shaping the future of AI-powered marketing and analytics. Key Discussion Points: Strategic Growth: How OneMagnify’s acquisitions enhance its d...

In this conversation, we explore the acquisition of Emodo by OneMagnify and dive into the major strategic shifts that follow. How will Emodo’s AI-driven advertising solutions evolve under OneMagnify’s umbrella? What does this mean for AI-powered marketing, personalization, and audience targeting moving forward? Expect insights on:  ✔️ How acquisitions shape the ad-tech landscape ✔️ The role of AI...

In this interview, Deputy Editor Rhys Fisher sits down with Sharath Narayana, CEO and Co-Founder of Sanas , to unpack the challenges and opportunities surrounding AI voice technology. With a background in engineering and over a decade of entrepreneurship, Sharath brings deep expertise in speech AI, offering fresh insights into how real-time speech synthesis and accent harmonization are transformin...

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 Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, President & CEO at Kramer & C...

Join CX Today's Floyd as he sits down with Martin Taylor, Co-founder and Deputy CEO of Content Guru, to explore why Customer Data Platforms (CDPs) are becoming essential for modern contact centers. With contact center agents juggling an average of 13.8 systems and customers expecting seamless omnichannel experiences, traditional CRMs are showing their limitations. Discover how CDPs are revolu...

CX Today's Charlie Mitchell hosts a conversation about how mapping out customer service experience and uniting the team around those maps. To dig into the challenges and opportunities, he's joined by: Katie Stabler, Founder of CULTIVATE Customer Experience by Design Paul Hughes, Head of CX Sales for the UK, Ireland & South Africa at Mitel Early in the discussion, Stabler emphasizes w...

Tom Eggemeier and Jonathan Barouch unpack the AI-first contact center revolution—and why the real disruption is only just beginning. 🎙️ Introduction: Contact centers have seen disruption before—but nothing like this. In this forward-looking conversation, Rob Scott speaks with Tom Eggemeier, CEO at Zendesk, and Jonathan Barouch, VP & GM of Zendesk for Contact Center, to explore how AI is transf...

CX Today’s Charlie Mitchell welcomes Janet Vito, SVP of Marketing at Cyara. The pair explore Pulse 360, Cyara’s CX Assurance engine that proactively monitors, tests, and optimizes customer service journeys across voice, digital, and AI channels. In doing so, they consider: 🔍 What Is Pulse 360, and What Problems Does It Solve? 🔍 Vito explains how Pulse 360 delivers end-to-end visibility, proactiv...

Many businesses have poured millions into AI, only to walk away with broken promises and frustration. That’s why this conversation with Miratech’s Erik Delorey is a must-watch for every CX leader. If your AI strategy isn’t outcome-driven, it may already be heading for disaster. In this exclusive CX Today interview , Erik shares sharp insights and battle-tested advice on avoiding the biggest AI pit...

In this episode of CX Today, host Kieran Devlin sits down with William Rubio, Chief Revenue Officer at CallTower, and Joe Bigio, SVP of CCaaS, CX, and Conversational AI at Inoria, to explore how the strategic merger between the two companies is reshaping the CCaaS landscape. With over 50 years of combined experience, Rubio and Bigio unpack the real-world challenges organisations face when deployin...

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...

AI isn’t here to replace contact center agents — it’s here to help them thrive. In this exclusive CX Today interview, Deputy Editor Rhys Fisher speaks with Mackenzie Ellis, Solutions Specialist at ComputerTalk, about how artificial intelligence is transforming the agent experience. Far from the outdated “robots versus humans” debate, Ellis shares real-world examples of AI as a co-pilot: handling r...

In a rapidly evolving CX landscape, Sabio is making bold moves to prove that measurable customer experience gains are possible in an AI-driven world. In this episode of The Big CX Update, host Rhys Fisher, Deputy Editor at CX Today, speaks with Ioan MacRae, Chief Revenue Officer at Sabio, about how the company is shaping the future of CX with its AI-first approach, customer-centric culture, and gl...

Enghouse VP of Sales, Paul Stanczak, reveals practical strategies to navigate customer experience challenges and maximize ROI in a fast-changing landscape.  In the latest edition of The Big CX Update, Rhys Fisher sits down with Paul Stanczak, VP of Sales at Enghouse, to explore the challenges and opportunities facing customer experience leaders in today’s dynamic market.  From AI-driven automation...

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 run through each story.  This month, those analysts include: Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Shelly Kramer, President & CEO at Kramer & Company Justin...

CX Today’s Charlie Mitchell welcomes Wajih Kazmi, Senior Product Marketing Manager at RingCentral, to discuss the company's new AI Maturity Assessment. The pair explore how the free, 10-minute assessment helps organizations understand their readiness for contact center AI and create a clear roadmap. In doing so, they break down: 🔍 What Is the AI Maturity Assessment, and What Problems Does It...

How Graia is tackling the $75B empathy gap in customer experience. In this interview, CX Today Deputy Editor Rhys Fisher sits down with Sahil Rekhi, CRO at Graia, to discuss how the company is reimagining customer experience by blending AI empathy with agent empowerment. With decades of industry expertise and a bold vision, Graia aims to close the gap between automation and authentic human interac...

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...

How ComputerTalk is embedding trust, transparency, and airtight security into the customer experience. 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...

🎯 Why agentic AI isn't just smarter — it's a game-changer for the contact center. The AI revolution in customer experience is moving fast — and it's leaving chatbots behind. In this compelling conversation, Rob Scott, Publisher at CX Today, sits down with Calvin Hohner, Lead Product Manager at Dialpad, to unpack agentic AI — a term you’ve probably heard, but might not fully underst...

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 expec...

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 Finba...

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.  Marc...

CX Today’s Charlie Mitchell hosts a deep-dive discussion into how AI is reshaping contact center procurement, and how businesses can boost their customer service investments. Joining him for this conversation are two leading experts: Wayne Butterfield, Partner for AI, Automation & Contact Center Transformation at ISG Christoph Börner, VP of Engineering at Cyara Together, they unpack how AI is...