CX Today

Join Rhys Fisher as he sits down with Derek Corcoran, the CEO and Founder of Scorebuddy , a leading vendor in the quality assessment space. Derek shares his journey from the telecommunications industry to creating Scorebuddy, discussing how AI is reshaping the customer service landscape and transforming agent performance. This conversation dives into how technology is streamlining the customer exp...

Watch on YouTube. In this episode of our Salesforce Update, CX Today's Floyd March hosts two expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem: The Salesforce and Google Partnership The CRM leader has allowed joint customers to access Google Gemini within Salesforce’s Agentforce platform. The analysts explore why this is so significant.  Agentfo...

Watch on YouTube. 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...

CX Today's Head of Content Susie Harrison hosts Cognigy's VP Marketing, Alan Ranger.  With Cognigy’s recent launch of their Agent Ops platform, we dive into how AI and human agents are collaborating to boost efficiency, enhance customer interactions, and tackle high-value tasks - while leaving repetitive work behind. We also discuss tackling workforce concerns about AI, the skills needed...

  AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact. Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM at Cisco Webex CX , to dig deeper. During the conversation, Patel shared practical examples of how the technology is changing the roles of key contact center stakeholders, including: Contact...

  CX Today's Head of Content Susie Harrison hosts Matthew Ainsworth, Chief Revenue Officer at Miratech , for a deep dive into his professional background, life at Miratech, and what's next for contact centers and CX. Matthew shares insights into Miratech’s evolution in CX solutions, their innovative approach to cloud-based managed services, and how they’re helping enterprises navigate th...

Discover how real-time translation, accent smoothing, and AI-powered agents are redefining customer service. Join Rhys Fisher, Deputy Editor at CX Today , as he delves into the future of AI in contact centers with Davit Baghdasaryan, Co-founder & CEO of Krisp , and Wayne Butterfield, AI & Automation expert at ISG . The trio explores the next-gen AI technologies shaping 2025, including real...

Watch on YouTube. In this episode of our Salesforce Update Show, CX Today's Charlie Mitchell hosts three expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem: Salesforce Lays Off 1,000 Employees The CRM leader has reportedly laid off 1,000 employees amid hiring more staff to sell Agentforce. Does this suggest Salesforce is reorientating its whole b...

In this exclusive CX Today interview, Rhys Fisher, Deputy Editor , sits down with Thor Mitskog, CEO of Cyber Acoustics , to discuss how the company is transforming communication in call centers with cutting-edge headset technology. As the demand for better customer support grows, Cyber Acoustics is leading the way with audio solutions that address common issues in call centers – from agent trainin...

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts to dissect each story. In this edition, our CX experts include:  Zeus Kerravala, Principal Analyst at ZK Research  Shelly Kramer, President & CEO at Kramer & Company  Nicolas de Kouchkovsky, Principal Analyst at CaCube Consulting  Derek Top,...

Watch on YouTube. Join CX Today's Floyd March and Zeus Kerravala, Principal Analyst at ZK Research, as they explore the key takeaways from Cisco Live 2025 EMEA. From AI-driven customer service to network security, here’s what they discussed: Webex AI Agent: Now generally available, this AI-driven agent offers autonomous, human-like interactions and supports multiple languages. AI Assistant fo...

In this exclusive CX Today interview, Rhys Fisher, Deputy Editor , sits down with Anthony Canoso, Head of Customer Experience at Krisp , to discuss a groundbreaking advancement in AI-driven language interpretation. With the rapid evolution of contact center technology, Krisp’s AI Live Interpreter is redefining multilingual customer support – eliminating wait times, reducing costs, and enhancing cu...

CX Today's Charlie Mitchell hosts Simon Adnett, VP of Sales - UK&I / EMEA at Enghouse Interactive. We introduce a host of contact center trends for 2025.  Before focusing on four specifically: 1. Generative AI & Knowledge Management: Learn how these two game-changing technologies are converging to improve first contact resolution and create smarter agent workflows. 2. Conversational I...

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by six prominent CX analysts to dissect each story. In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research  Liz Miller, VP & Principal Analyst at Constellation Research  Rebecca Wetteman, CEO & Principal Analyst at Valo...

In this engaging discussion, Rhys Fisher, Deputy Editor of CX Today , chats with Thor Mitskog, President of Cyber Acoustics , to explore the evolving role of acoustic technology in modern contact centers. Thor reveals the thought process behind their latest headset launches – the HS-1500BT2 and AC-404ENC – and how these innovations are set to address common pain points in the sector. Thor dives de...

CX Today's Rhys Fisher hosts Felix Winstone, Co-Founder & CEO at Talkative . The pair discuss Talkative's GenAI Chatbot and the wider role of AI in the contact center space. In doing so, they cover: Strategic AI implementation and understanding Expanded AI use cases beyond chatbots How GenAI can improve CX while delivering ROI

Join Rhys Fisher, Deputy Editor at CX Today , as he chats with Chris Bardon, Chief Software Architect at ComputerTalk . Together, they delve into the transformative role of AI in customer experience and explore the latest features of Computer Talk’s ICE 15 platform. The discussion reveals how AI is pushing the boundaries of real-time agent assistance and seamless contact management. Here are some...

CX Today's Charlie Mitchell hosts a conversation reflecting on some of NVIDIA's big agentic AI innovations from January 2025. These AI Agent innovations include: A new set of Blueprints to help build enterprise AI Agents.  A specific blueprint for AI Agents that can analyze video.  The “Llama Nemotron” suite of “Open” Large Language Models Joining CX Today for that conversation are:  Eri...

CX Today's Charlie Mitchell runs through several takeaways from a recent industry study, entitled: " RingCentral Trends 2025: The State of AI in Business Communications ". For the conversation, he's joined by: John Finch, Global Vice President Product Marketing, CX at RingCentral Esther Yoon, Vice President of Product and Industry Marketing at RingCentral Both guests share exce...

Watch on YouTube. In the first episode of our Salesforce news show, CX Today's Charlie Mitchell hosts two expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem: Agentforce 2.0 Announcement: The announcement comes just three months after the platform launched. What makes it different from what came before? Atlas Reasoning: The Atlas reasoning engine...

CX Today's Charlie Mitchell introduces five AI use cases for customer experience, with a specific focus on contact centers. To help run through all of them, he's joined by: Chris Crosby, Founder & CEO of Ventures CX Chandler Galt, Senior Product Marketing Manager of the Zoom Contact Center.  Both guests share their perspectives on the following use cases, one as a contact center lead...

CX Today's Kieran Devlin speaks to Blair Ferguson, Chief of Staff at ComputerTalk . In this session, we discuss the following: An introduction to ComputerTalk as a market leader and brand A deep dive into ComputerTalk's products and go-to-market and implementation strategies How ComputerTalk addresses technology problem solving and innovation

CX Today's Charlie Mitchell hosts Dom McDonald, CEO of ULAP . They introduce ULAP Voice and how the solution ensures compliance in enterprise communications, with a non-AI led strategy. In doing so, they discuss: What makes ULAP Voice unique? Why does ULAP takes a non-AI-led approach? Examples of how regulators might influence the adoption of solutions like ULAP Voice Challenges and prioritie...

CX Today's Charlie Mitchell hosts Lee Jones, Director of Elev-8 Performance. They kick off the conversation by considering: What is total experience?  How does it work? What are the benefits of total experience? Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom shares some best practices for making total experience a reality. 

CX Today's Charlie Mitchell hosts Steve Nattress, VP of Product Management at Enghouse Interactive. In this session, we explore the ethical considerations brands must make before deploying AI in the contact center. In doing so, we discuss: How has AI use has changed in the contact center over the past 2 years? What ethical, data privacy, and security challenges have contact centers been confr...