CX Today
CX Today delivers news and insights on customer experience technology and marketplace trends. Its tech journalists cover the latest vendor innovations and topics shaping the future of work. The podcast offers daily news, weekly features, video conversations, and authority content for business leaders. A weekly newsletter curates popular stories hand-picked by the editorial team.
Episodes
Gartner to CX Leaders: Stop Treating AI Agents Like Employees Before It Costs You
Gartner VP Analyst Kathy Ross on why AI agents belong in your tech stack, not on your org chart – and what happens when leaders get this wrong. In this CX Today interview, Associate Editor Rhys Fisher sits down with Kathy Ross, VP Analyst at Gartner, to unpack a provocative Gartner stance: that customer service leaders are fundamentally mismanaging AI agents by treating them like human talent. Wi
Forget the Rulebook: How Self-Learning AI Is Rewriting Contact Center Automation - Omilia
In this discussion, Rhys Fisher, Associate Editor at CX Today, sits down with Claudio Rodrigues, Chief Product Officer at Omilia, to dig into one of the most pressing questions in customer experience right now: what does truly intelligent, self-learning contact center AI actually look like in practice?If you're tired of AI conversations that stay at surface level, this one's for you.The
"Be the 5%": Amazon Connect Customer Reveals the Ultimate AI Playbook
At CCW Las Vegas, CX Today's Rob Scott sat down with Hannah Bloking (Head of Applied AI Acceleration Solutions Architecture, Amazon Connect Customer), Andrei Papancea (Head of AI Engineering, AWS), and Nate Brown (Co-Founder, CX Accelerator) right after their session on why AI pilots fail — and what the 5% who succeed do differently.Three questions. Three perspectives. Fifteen minutes of the
CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft
A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually looks like when it is no longer a roadmap — it is running, right now, inside one of Europe's most recognised travel brands.The moment the session closed, Rob Scott pulled three of the people who built that story into a room and kept the cameras
Why AI Projects Stall and What the Best Partner Ecosystems Change
In this interview, recorded live at NiCE World London, CX Today's Rob Wilkinson sits down with Dorothy Copeland, Chief Partner Officer at NiCE, to unpack why businesses struggle to move from isolated AI pilots to meaningful, scalable transformation — and why the right partner ecosystem may now be the biggest factor in making AI work at scale.Dorothy shares her priorities for partner growth at
Valoir Warns CX Leaders: AI Ambition Can Backfire Fast
How can CX leaders scale AI without creating more risk than value?That is the central question in this CX Today interview with Rebecca Wettemann, Principal at Valoir, as she joins Rob Wilkinson to unpack how enterprise thinking around AI in customer experience is changing. The conversation shows how many organizations have moved beyond early enthusiasm and are now under pressure to prove that AI c
Your Contact Center AI is Failing - And You Probably Built it That Way - Omilia
In this CX Today discussion, host and Associate Editor Rhys Fisher sits down with Claudio Rodrigues, Chief Product Officer at Omilia, to cut through the AI hype and get real about why so many contact centers are underperforming despite significant investment.If your AI deployment isn't delivering, Claudio argues the problem started long before you went live, and he's got the framework to
The Public Sector AI Shift Is Accelerating and Some Teams May Be Left Behind - NiCE
Public sector transformation does not move on hype alone. It moves under pressure, scrutiny, and long-term delivery demands. This conversation explores what major recent wins may signal for the wider market, what themes are rising fastest, and where the most overlooked opportunities now sit.In this interview, Rob Wilkinson sat down at NiCE World 2026 with Fiona Virture, Head of Public Sector Sales
Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI - Diabolocom
Diabolocom’s AI Product Manager Tom Azernour on why orchestration, not automation, is the real future of contact center AI Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom, to unpack why the virtual agent category is long overdue for a rethink. As contact centers move beyond legacy voice bots into the agentic era, Tom explains what "
Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment
Jeannie Walters and Dr. Alyona Medelyan reveal what nearly 2,000 unfiltered airline reviews say about the chasm between brand promise and operational reality, and what CX leaders must do about it. In this CX Today discussion, host Rhys Fisher, Associate Editor, sits down with two leading voices in customer experience: Jeannie Walters, CX expert and author, and Dr. Alyona Medelyan, CEO of Thematic.
Death of the Survey Link: The Future of Customer Feedback Is Conversational - Sprinklr
Are traditional survey links dead? With response rates at historic lows, the answer might be yes.In this episode, Rob Scott sits down with Sprinklr’s Sonal Singhal, Direct of Product, and Valarie Grant, Director of Solutions Consulting, to explore why relying on static, post-interaction forms leaves CX leaders with delayed insights, blind spots, and a fractured view of the customer experience.When
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the daunting prospect of ripping out legacy systems. Leaders are facing severe system fatigue, and the mandate from the boardroom is clear: show me the ROI, and show it to me now. To make sense of this tension, I sat down with Matt Clare, VP of
CCW 2026: The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said
Rob Scott sits down with Pasquale DeMaio (VP, Amazon Connect), Deepak Nair (SVP, AI Transformation, Citizens Bank), and Justin Robbins (Founder and Principal Analyst, Metric Sherpa), fresh off the main stage at CCW 2026 in Las Vegas.Pasquale made a deliberate statement on stage: deflection is dead. In this debrief, the three unpack what killed it, what replaces it, and why half of all agentic AI p
From Reactive to Agentic: What an AI Native Contact Centre Actually Looks Like - Zendesk
In this CX Today interview, Rob Wilkinson speaks with Jonathan Barouch, GM of Contact Center at Zendesk, about what “AI-native” and “agentic” actually mean in practice, where enterprise teams get stuck (data silos, authentication, brittle infrastructure), and how to roll out automation without betting the whole operation on day one.The conversation also challenges a common CX metric: containment.
CCW 2026: Is AI Making Customer Experience Better - or Just Cheaper?
Rob Scott, Publisher at CX Today, sits down with Jeremie Abou, Sales Lead at Diabolocom, on the floor of CCW Las Vegas to ask the question the industry keeps dodging: is AI actually improving customer experience, or just cutting costs?Jeremie doesn't pull punches. From automation hype to the uncomfortable gap between slick demos and live contact centre reality, this conversation gets into wha
The Reality of Voice AI in the Contact Centre: From Pilot to Production - AudioCodes
In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of Product Management at AudioCodes, about the practical reality of moving Voice AI from proof of concept into production.The conversation explores why so many Voice AI projects stall after promising pilots, what enterprises often underestimate about voice infrastructure, and why connectivity, latency, noise handling, scalabil
When the Playbook Runs Out: Closing the Real-Time Agent Assist Gap with AI - CallMiner x CCW Vegas 2026
At CCW Vegas 2026, Rob Scott sits down with Jonathan 'JR' Ranger, Chief Customer Officer at CallMiner, to explore the company's latest AI innovation, 'Real-Time AI Guidance,' and what it actually means for agents, customers, and contact center leaders navigating an increasingly AI-driven world. JR breaks down how the technology works in practice, why hold times and transfe
Five9 Explains How Human-in-the-Loop AI Drives Better CX Outcomes
In this CX Today interview, Nicole Willing speaks with Jonathan Rosenberg, Chief Technology Officer at Five9, about the role of human-in-the-loop design in AI-powered customer experience.Rosenberg explains why mature AI strategies should not treat human intervention as a failure or last resort. Instead, humans play a critical role in continuous learning, governance, high-risk decisions, and custom
Why Your AI ROI Numbers Are Probably Wrong – And What to Measure Instead
Forethought’s Antoine Nasr discusses how outcome-based AI is reshaping the way enterprises measure the true value of customer service automation In this CX Today discussion, Associate Editor Rhys Fisher sits down with Antoine Nasr, Head of AI at Forethought, recently acquired by Zendesk. The pair discuss Forethought’s agentic AI push to tackle one of the most uncomfortable conversations in the CX
Trustpilot: Your Brand Is Invisible to AI, And Reviews Are the Fix
How customer feedback has quietly become the most powerful trust signal in the age of AI search CX Today's Associate Editor Rhys Fisher sits down with Alicia Skubick, Chief Customer Officer at Trustpilot, to unpack the platform's latest research. With AI now shaping how consumers discover and evaluate brands before they ever land on a website, the rules of visibility have changed. This i
Why Pega Is Ditching Token Costs and Betting on Business Outcomes Instead
The Director of Pega's AI Lab breaks down the real mechanics behind agentic marketing operations and why "magical thinking" is killing AI projects before they start. In this CX Today discussion, Associate Editor Rhys Fisher sits down with Peter van der Putten, Director of the AI Lab and Lead Scientist at Pegasystems. With agentic AI dominating the conversation across the CX space,
Stop Letting Your AI Agents Off the Hook
Rhys Fisher, Associate Editor at CX Today, is joined by Dave Rennyson, CEO of SuccessKPI, for a candid conversation about what it actually means to run a contact center where humans and AI agents work side by sideAs agentic AI takes on a growing share of customer interactions, Dave makes the case that the standards we apply to human agents must apply equally to AI, and that the organizations skipp
Contact Center AI Is Only as Good as the Data Behind It – So Why Are We Ignoring the Data?
Rhys Fisher, Associate Editor at CX Today, sits down with Dave Rennyson, CEO of SuccessKPI, to tackle one of the most pressing yet underexplored challenges in modern contact center operations: what it actually takes to build an AI-ready data foundation.As AI agents become a fixture of the contact center, Dave makes a compelling case that the real risk isn't the technology, it's the lack
From Conversation to Case Action: Automating ServiceNow Workflows from Live Voice with Vonage
Rob Wilkinson speaks with Jonathan Kershaw, Director of Product Management at Vonage, about how live voice can bring real-time voice transcription and context directly into ServiceNow to trigger workflows during the call, not after it.Kershaw explains where the pain shows up most clearly: agents toggling between up to nine systems, inconsistent case notes, delayed case creation, and AI outcomes th
Tool Overload is Killing Your Contact Center from the Inside Out
Mitel’s Stuart Aldridge discusses why the gap between what IT thinks it's delivering and what agents actually experience is quietly destroying customer service quality.In this CX Today discussion, Associate Editor Rhys Fisher sits down with Stuart Aldridge, Head of UK, Ireland & South Africa at Mitel, to dig into the findings of Mitel's State of Workforce Communication in the AI Era
Salesforce Agentforce Heats Up the Consolidation Fight, UJET Says It Could Backfire
Salesforce’s launch of the Agentforce Contact Center has reignited a familiar debate in customer experience: should enterprises consolidate around one major platform, or keep the flexibility to pick best fit tools.In this CX Today interview, Rob Wilkinson sits down with Baker Johnson, Chief Business Officer at UJET, to unpack what he calls the integration trap. They explore why many organizations
Kustomer: CX AI Needs Outcomes, Not Tokens
AI is everywhere in customer experience, but CX leaders are under pressure to prove it is moving the needle. In this CX Today interview, Rob Wilkinson speaks with Brad Birnbaum, CEO and Co-Founder of Kustomer, about the shift from measuring AI by deflection rates and activity to measuring it by outcomes that matter to the business.Birnbaum explains why the right metrics depend on the company, fro
Zoom: Genius or Mad Scientist? Zeus Kerravala on the Bold Transformation Reshaping CX
The Principal Analyst at ZK Research breaks down whether Zoom's 'system of action' pivot is the real deal or just clever repositioning In this CX Today discussion, Associate Editor Rhys Fisher sits down with Zeus Kerravala, Principal Analyst at ZK Research. Zeus recently published a deep-dive on Zoom's strategic transformation, and the findings are more surprising than most in
Why Cloud-First CX Is No Longer Enough
CX Today’s Rhys Fisher sits down with Rupert Adair, Director of Product Management at Enghouse Interactive.The cloud migration era has run its course, but for many enterprises, it hasn't delivered the CX transformation promised.With Flexera's 2025 data showing over 20% of workloads being moved back from public cloud to on-prem environments, the conversation has shifted. It's no long
Kore.ai’s Raj Koneru Reveals the Multi-Agent CX Shift Leaders Can’t Ignore
As customer experience (CX) teams push beyond basic chatbot deployments, a new model is emerging: coordinated multi-agent AI systems that can execute end-to-end workflows across teams, tools, and policies. In this interview, Rob Wilkinson speaks with Raj Koneru, Founder and CEO at Kore.ai, about why this shift is happening now and what leaders should demand before they trust AI with real customer-
Your Board Wants ROI in Six Months - Your Contact Center Needs Eighteen - Salesforce
Is your board expecting AI ROI in six months while your contact centre needs eighteen? You're not alone — and that gap is producing some genuinely bad decisions.In this interview, Rob Scott sits down with Gautam Vasudev, SVP of Agentforce Contact Center at Salesforce, to get into the real story behind enterprise AI deployments — why 95% of pilots fail to deliver measurable business impact, wh
Cisco: The AI Chatbot Era Is Dead – Here's What Comes Next
At Cisco Live 2026, Cisco pulled back the curtain on a suite of AI-native tools designed to help organizations orchestrate, secure, and manage a blended workforce of human and AI agents.To get the inside track, CX Today’s Rhys Fisher sat down with Vinod Muthukrishnan, VP and GM of Webex CX at Cisco, for a wide-ranging conversation on what the shift to AI-native CX actually demands in practice.Muth
Two Lanes, One Outcome: Designing Dual Paths for Humans and AI - TTEC Digital
In this CX Today interview, Carrie Brough, Director of Strategy and Ops for TTEC Digital EMEA, argues that a single CX model is fast becoming a liability.Brough explains why AI-driven interactions need quick, decision-ready responses, while humans still need empathy, context, and brand nuance. Carrie breaks down the operational warning signs that your AI and human traffic are colliding, including
Supporting Human CX Agents In An AI Era
What does great customer experience look like when artificial intelligence is handling half the calls? For Danny Wareham, Founder and Lead Psychologist at Firgun, the answer has less to do with the technology and everything to do with how leaders treat the humans left holding the line.In a wide-ranging conversation with CX Today, Wareham argues that too many organizations are approaching AI deploy
Openreach's Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
Upgrading 25 million homes to full fiber broadband is a logistical feat in itself. Doing it while delivering a consistently good customer experience – across 700 communications providers, each with their own messaging – is another challenge entirely.That was the reality facing Openreach before it deployed NiCE's proactive AI agents. Engineers were showing up to empty homes, customers were ge
Not Building Trust Before AI Agents Is a Mistake
Rob Wilkinson sits down with Amazon Connect Customer leaders, Tony Shen and Jeremy Puent, to unpack what slows real deployments down, where things go wrong, and why the biggest risk is not the mistake itself but failing to spot it in time.They explain why ambiguous documentation creates inconsistent outcomes, why bad experiences drive disloyalty faster than good experiences build loyalty, and what
NiCE's $670M HMRC Megadeal – Is Enterprise CCaaS Now a Two-Horse Race?
Blair Pleasant breaks down what this landmark contract really means for the CCaaS market, the hyperscaler threat, and why an eight-year contract is both bold and logical Rhys Fisher, Associate Editor at CX Today, sits down with Blair Pleasant, President and Principal Analyst at COMMfusion, to dissect one of the biggest CCaaS deals ever announced. With HMRC committing to a $670M, eight-year contrac
Keep Your Contact Center AI Stack Flexible Without Vendor Lock In - Content Guru
Picking the wrong AI vendor today could set your contact center back for years.That’s the core message from Rhys Harris, Product Director of AI at Content Guru, who joined CX Today to break down why flexibility needs to be baked into every AI decision — not bolted on later.The conversation covers a lot of ground. Harris draws a direct parallel between the mistakes organizations made during the clo
Is Agentforce Contact Center the Fix for CX Fragmentation, or a New Risk Layer?
Salesforce’s Agentforce Contact Center launch has split analyst opinion, and this CX Today debate gets straight to why. Host Rob Wilkinson is joined by Zeus Kerravala of ZK Research and Dave Michels of TalkingPointz to unpack what Agentforce actually is, what problem it is trying to solve, and what it could break.Kerravala frames Agentforce as a serious attempt to reduce “fragmentation hell” by co
Your Contact Center Could Be One Outage Away from Disaster – And You Probably Don't Know It
Ty Givens, Rhona Bradshaw, and Mike Wehrs join CX Today's Rhys Fisher to examine why most contact centers are less resilient than their uptime metrics suggest – and why agentic AI is about to make that a lot harder to paper over.For years, five nines has been the number that kept boardrooms comfortable. It looked clean on a performance dashboard and gave technology leaders a ready answer when
Hot Takes or Hard Truths? The 2026 AI & CX Reality Check with Transcom
Everywhere you turn, the conversation about AI and customer experience sounds the same. AI will replace the contact center. Customers don't want to talk to humans anymore. Automation will fix everything. But how much of that is actually true — and how much of it is costing brands real customers, real revenue, and real trust?Nicole Willing sits down with Cortney Jonas Burnos, VP of AI and Digi
Trust Becomes the KPI: What the EU AI Act Forces CX Teams to Prove
Trust is moving from a soft signal to a hard CX KPI, and the EU AI Act will accelerate that shift. In this CX Today roundtable, Kane Simms, Nerys Corfield, Dr Scott Allendevaux, and Nick Holme explore how the legislation changes the day-to-day reality of deploying AI in customer journeys.The panel breaks down what ‘high-risk’ can mean in practice, why organisations need a clear view of where AI i
Why CX Teams Can’t Afford to Ignore the Network Layer Any Longer
The network was never supposed to be a CX problem. For years, it wasn’t. Telecom engineers leaned on the PSTN’s built-in inefficiency as a quality guarantee, and the broader industry was happy to leave well enough alone.That era is ending.With the UK’s PSTN shutdown locked in for January 2027, organizations still routing contact center calls over legacy infrastructure now have a hard deadline. But
Adobe Summit 2026: Liz Miller Calls Out the Market on AI Strategy – and She's Not Holding Back
From agentic AI to brand intelligence and Firefly's trust-first model, Constellation Research's Liz Miller drops unfiltered insights from the Vegas floor.In this on-the-ground dispatch from Adobe Summit 2026, CX Today Associate Editor Rhys Fisher sits down with Liz Miller, VP and Principal Analyst at Constellation Research. Liz is one of the sharpest voices in the CX and marketing techn
How to Benchmark Readiness Before You Scale GenAI
Technology Journalist, Francesca Roche, sits down with Hideki Hashimura, CRM and CX Strategist at redk.With MIT research showing 95% of enterprise Gen AI pilots failing to deliver measurable ROI, this conversation cuts through the hype to unpack what's really going wrong – and what genuine AI maturity looks like in customer service. If your organization has launched an AI chatbot and wondered
Why Most Marketers Can't Actually Prove ROI – And What's Changing
Marketing budgets have been flat at 7.7% of company revenue — and over 40% of CMOs pushing for more are losing C-suite influence. Why? They can't prove ROI.In this episode, Francesca Roche sits down with Marie Bahl, CMO of Uptempo, to unpack why enterprise marketing still lacks a proper system of record, how the breakdown between planning and measurement costs brands millions, and what it act
Why AI Is Not a Silver Bullet to Solve Broken Customer Journeys
AI is already reshaping customer service, but Simon Thorpe, Director at Pegasystems, argues the biggest shift is not the technology itself. It is the rise in customer expectations and the pressure on CX teams to deliver consistent outcomes, fast. In this CX Today interview, Thorpe explains why many organisations are treating service as a strategic battleground, tied directly to retention, churn re
The Trust Crisis in Online Communities: What Brands Are Getting Wrong
Speaking with CX Today, Susan Ganeshan, CMO at Emplifi, explores why customer trust in digital community spaces is under mounting pressure, and what brands must do to course correct. As more of the customer journey takes place on community platforms like Reddit, review sites, and social channels, the stakes for getting this right have never been higher. Ganeshan draws on Emplifi’s latest consumer
From Cost Center to Value Creator: The CFO-Ready Playbook - UJET
CFOs are scrutinising every CX investment, and “better CSAT” rarely cuts through. In this CX Today interview, Rob Wilkinson sits down with Matt Clare, VP Product Marketing at UJET, to unpack how CX leaders can translate customer conversations into outcomes finance teams actually care about: lower churn, fewer interactions, reduced cost per contact, and higher customer lifetime value.Matt explains
Reinvent Your Value Proposition Or Lose Customers, Bain Warns
Customer expectations keep moving, but many enterprise CX programs still sit too far from the CEO and too far from value. In this CX Today interview, Nicole Willing speaks with Bain & Company's Jamie Cleghorn, Global Head of Customer Practice, and Eduardo Roma, Global Head of Customer Experience Transformation for Customer Strategy & Marketing Practice, about what it takes to reconnec
Sprinklr Spring 26: The Governance Frontier For Autonomous AI
Autonomous AI is moving from “interesting” to operational, but CX leaders are still balancing excitement with real anxiety about risk, compliance, and quality.In this interview, Karthik Suri, Chief Product Officer at Sprinklr, breaks down what it takes to make AI agents precise, predictable, and trustworthy, and why governance is the new battleground. He shares how Sprinklr’s Spring 26 release foc
Big UC Update: Smarsh's Simon Peters on CallCabinet Acquisition and Strengths of Unified Compliance
In this UC Today interview, host Kristian McCann speaks with Simon Peters, Director of Channel Sales at Smarsh, to unpack the company’s latest innovations in digital communications governance, its incorporation of CallCabinet, and what that means for partners and customers worldwide.Smarsh is a global leader in digital communication capture, archiving, and compliance, empowering organizations to m
Real-Time CX Moves Off Dashboards And Onto The Retail Front Line
Customer data is plentiful. Using it in the moment is the hard part. In this CX Today interview, Nicole Willing speaks with Michael Zagorsek, Chief Operating Officer at SoundHound AI, about what’s changing and why real-time decisioning is finally becoming practical across channels.Zagorsek explains how conversational AI can support both self-serve customers and human associates, especially in reta
Roundtable Discussion: Your Data Is Lying to You – And Your AI Is Making It Worse
Four CX leaders get brutally honest about why organizations are drowning in customer data but still can't act on it In this CX Today Roundtable, Associate Editor Rhys Fisher is joined by Blair Pleasant (COMMfusion), Nick Lygo-Baker (Paradigm CX), Tabitha Dunn (CX Transformation Leader), and Simon Leyland (Cloud Interact) to tackle one of CX's most persistent problems: the insight-to-act
How AI in the Contact Center is Powering Real-Time Insights, Smarter Agents & Better ROI
In this CX Today interview, Nicole Willing speaks with Steve Blood, VP of Market Intelligence at Five9, about how AI is evolving into the connective layer across the modern contact center.As organizations move beyond disconnected tools, Steve explains how combining AI with a unified CX platform enables real-time insights, smarter routing, and more personalized customer interactions. By bringing to
The AI Fix for Vanishing Customer Journeys - Tata Communications
Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications, to explore why customer journeys break down in real enterprises—not because of channels, but because backend systems aren’t interconnected and critical context gets lost. Gaurav unpacks the “customer journey black hole,” explains why AI pilots are creating POC fatigue, and outlines the
The Future of Community Platforms: AI, Automation & the Next Evolution
Community platforms have come a long way from siloed, one-off research tools – and the next evolution may be closer than you think.CX Today sits down with Kimberly Bastoni, Chief Go-To Market Officer at Alida, to explore the three generations of community platforms, what enterprise customers expect today, and how AI and automation are set to fundamentally reshape how brands gather and act on cust
HR Tech Europe Is Upon Us – What Guidance Awaits HR Leaders in 2026?
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
The FCC's Offshore Call Center Crackdown Could Be the Shock That Fixes a Broken Industry
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 disclo
CX Metrics In The Age Of AI: Stop Optimising For Speed
AI is already changing the contact centre from a transaction factory into a hub for complex problem solving. In this CX Today roundtable, Rob Wilkinson is joined by Martin Teasdale (Team Leader Community), Steve Morrell (Contact Babel), Sangeetha Rai (Barasch and McGarry), and Rebecca Wetteman (Valoir) to unpack what that shift does to the metrics leaders rely on.The panel explores why legacy KPIs
Always On, Still Losing Revenue: The Board Slide That Links Degraded CX to Churn
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,
Why NFL Teams Are Struggling with Fan Engagement, And How to Fix It
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
How Cloud Voice AI Is Reviving the Contact Center in 2026
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 call
Breaking Data Silos Across Teams and Systems to Deliver Connected Customer Journeys - CSG
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, this
The Agentic Train Has Arrived! AI Agents and their Role in CX - Content Guru
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.The c
The 2026 Compliance Survival Guide: Demystifying the EU AI Act
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 conversation
Inside Agentforce Contact Center: The New "AI Plus Human" Workforce
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 sc
Cutting Through the AI Hype: Here's How to Actually Measure What Matters
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 back t
Adobe’s CEO Is Out – What Will Happen to the CX Empire He Built?
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, t
AI Hype vs Customer Reality: The State of CX in 2026
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 m
60-70% of Your Contact Center Calls Could Already Be Handled by AI. So Why Aren't They?
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 on
Human-First AI: Why SMBs Should Rebalance, Not Replace
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
Stop Chasing AI Hype and Start Delivering Real Outcomes
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 still
Why “Bolt-On AI” Is Killing CX ROI
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 AI
Pragmatic AI vs. “Science Projects”: How to Fix Broken Customer Experiences
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 brea
California Targets Surveillance Pricing, What It Means for Retail, Grocery, and Hotels
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 person
What Moltbook Reveals About the Hidden Security Risks of Autonomous AI Agents
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
Command, Not Control: Surviving Social CX Without Losing Your Soul - Sprinklr
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 ro
Human In The Loop Is Becoming CX’s New Skills Crisis
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 mo
Pindrop Takes on AI Voice Deepfakes: Why Your Contact Center Is Already Under Attack
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 meansContact 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. F
