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
Hidden AI in the Contact Center: What the EU AI Act Means for CX Leaders - TTEC Digital
In this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital, about why the EU AI Act should matter to customer experience and contact center leaders, not just legal and compliance teams.Namjoshi explains why CX leaders are becoming the “stewards of AI” in customer-facing operations, how hidden AI can appear
Contextual Messaging is the New CX Gold Standard, MMDSmart Explains
Are your customers getting joined-up conversations, or are they starting from scratch every time they contact your business?In this CX Today interview, Nicole Willing speaks with Karen Krivaa, Chief Marketing Officer at MMDSmart, about why so many businesses are still struggling to turn omnichannel ambition into real execution.Krivaa explains why fragmented systems, disconnected customer data, and
The Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask - Sprinklr
In this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr, about how AI-generated answers are changing customer discovery, brand comparison, and buyer decision-making.Sean explains why the customer journey is increasingly moving inside AI tools such as ChatGPT, Gemini, and Perplexity, where buyers can research, compare, and shortlist brands before a sales or
Where Does the CDP Fit in an Agentic AI Strategy? - Content Guru
In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru, about the changing role of customer data, customer relationship management (CRM) and orchestration in AI-enabled CX.As vendors increasingly talk about agentic experiences, AI-native platforms, systems of action, and systems of decision, Manthorpe explains why CX leaders need to
The Future of CX Isn’t AI. It’s Humans - UJET
In this CX Today interview, Rob Wilkinson speaks with Kristin King, Chief Customer Officer at UJET, and Tena Curic, Senior Customer Success Manager at UJET, about what they learned by spending time directly inside customer contact centers.Rather than relying only on dashboards, reports, or quarterly business reviews, the UJET team sat with agents and supervisors to understand how AI is actually af
Avaya’s AI Strategy Warning: CX Vendors Are Splitting Fast
Enterprise CX leaders face a difficult question: which AI strategies will deliver measurable customer and operational value, and which are simply buying time?In this CX Today interview, Rhys Fisher speaks with Zeus Kerravala, Principal Analyst at ZK Research, about how the customer experience AI market is beginning to separate into offensive and defensive camps. The conversation starts with Avaya,
Why AI-Only QA Still Leaves Support Leaders Doing the Heavy Lifting
Support leaders are under pressure to improve customer experience, coach agents, manage technology, and keep operations moving. Yet quality assurance often becomes another task on an already overloaded list. In this CX Today interview, Rhys Fisher speaks with Ty Given, Founder and CEO at CX Collective, about why Quality as a Service could offer a more practical route for teams that need better QA
Your Customer Journey Analytics Are Broken – And Buying More AI Won't Fix It
In this CX Today interview, Rhys Fisher sits down with Ty Givens, Founder and CEO of CX Collective, and Simel Kara, CX Account Director for Digital Experience and Transformation at Effect Digital, to dig into why end-to-end journey visibility remains out of reach for most organizations — and why reaching for AI as the solution is likely making things worse.Simel frames the core issue around what
The AI Race Has a Customer Experience Problem
In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Muj Choudhury, CEO of RocketPhone.ai and former Salesforce Director, about the uncomfortable questions surrounding enterprise AI. As organizations race to deploy AI agents, Choudhury argues that bigger investments and flashier product names do not automatically produce better customer experiences. This is a candid c
How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era
Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage, about how intelligent workspaces are reshaping the agent experience. Rodney explains why customer relationship management (CRM) fragmentation is becoming a major barrier for service teams, especially as organizations adopt more AI tools across the contact center.He explores how agents often become “human middl
HubSpot Got the Blame, But Does the Whole Industry Have the Same Problem?
The HubSpot data enrichment controversy generated plenty of heat. Alexi Hatch, CMO of Acoustic, is more interested in the light.Speaking with CX Today's Rhys Fisher, Hatch reframes the episode not as a one-company scandal but as a symptom of a wider industry habit she calls "signal debt" — the over-reliance on borrowed, static enrichment data that tells you what a contact's jo
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 techno
CX Experts Expose the Ugly Truth Behind Customer Journey Orchestration
Why connected journeys remain broken in 2026, and what it actually takes to fix them. CX Today's Rhys Fisher is joined by Adrian Swinscoe (Punk CX), Jeannie Walters (Experience Investigators), and Robert Bradshaw (WiserOwl) to tackle one of CX's most persistent frustrations: the gap between the promise of orchestrated customer journeys and the fragmented reality most customers still live
Hot Takes or Hard Truths? The 2026 AI & CX Reality Check with Transcom
Eight of the biggest assumptions about AI and customer experience — tested, challenged, and corrected by two of the industry's most experienced voicesEverywhere 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 tru
Regal CEO says "The AI Regulation Patchwork Is Holding Innovation Back"
California's new AI executive order is forcing a conversation every enterprise needs to have – but what does it actually mean for customer experience? In this episode of CX Today, Francesca Roche sits down with Alex Levin, CEO of Regal, to explore how organizations can build meaningful AI safety measures without waiting for regulators to mandate them. From system-level guardrails to agent-sp
Talkdesk Calls Out the AI Hype Machine – And Offers a Way Out
Pedro Andrade discusses why most AI deployments fail, why your KPIs are lying to you, and how the Talkdesk CXA Operations Center changes the game Rhys Fisher, Associate Editor at CX Today, sits down with Pedro Andrade, VP of AI at Talkdesk, to dig into one of the most pressing challenges facing contact center leaders today: deploying AI at scale without flying blind. With AI agents now handling re
How Agentic AI Is Replacing Scripted Retail Chatbots
Retail teams are moving beyond scripted chatbots and into agentic AI systems that can understand context, take action using tools, and coordinate across functions.In this CX Today interview, Nicole Willing is joined by Gilbert Gooijers, Managing Director and Chief Operating Officer at CM.com, to explain what retail leaders often misunderstand about agentic AI, why multi-agent setups beat a single
Your Contact Center Could Be One Outage Away from Disaster – And You Probably Don't Know It
Three CX leaders get brutally honest about why infrastructure resilience has become the boardroom problem nobody is prepared for. In this CX Today Roundtable discussion, Associate Editor Rhys Fisher is joined by Ty Givens (Founder and CEO of the CX Collective), Rhona Bradshaw (CX Consultant), and Mike Wehrs (COO, TieTechnology) to tackle one of the most underestimated risks in enterprise CX: infra
Retail CX Is Up, But Consistency Is the Real Battleground
Retail customer satisfaction climbed to 94.6 percent in Q1 2026, but the headline figure only tells part of the story. In this CX Today interview, Francesca Roche speaks with Tim Waterton, Chief Revenue Officer at HappyOrNot, about what is really driving improvements in retail CX and where performance still breaks down.Waterton explains why retailers are getting better at managing tough operationa
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,
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
Why Most Enterprise Support Stacks Aren’t Ready for AI Agents
As customer support teams move from first-gen genAI co-pilots to autonomous agents, the real risk is assuming AI will “automate everything” without changing how support actually works. In this CX Today interview, Vishal Sharma, CTO at SearchUnify, explains why most enterprises still aren’t ready for fully autonomous support and what needs to happen first. Sharma breaks down the operational shift f
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
The Online vs Offline Divide: The Gap Retailers Keep Ignoring
How do retailers deliver a consistent customer experience when shoppers move fluidly between online research and in-store decision-making? In this CX Today interview, Francesca Roche speaks with Daniel Todaro, CEO of Gekko Group, about the widening gap between digital information and shop-floor execution.Todaro argues the biggest disconnect is knowledge, including what customers can learn online v
AI Is Breaking Contact Center Security — Are You Ready?
AI is making cyber attacks easier to scale, more personalized, and harder to spot, and that’s showing up directly in the contact center. In this CX Today panel, Nicole Willing is joined by Miguel Fornes, Information Security Manager at Surfshark, Randy Layman, CTO at AVOXI, and Ron Zayas, CEO at Ironwall by Incogni. Together, they unpack how attackers are using agentic AI to accelerate social engi
Why Your Brand Is Invisible in AI Search and What Marketers Must Fix
As AI generated answers increasingly replace traditional search results, brands are facing a new visibility challenge. In this CX Today interview, Francesca Roche speaks with Peter Sloterdyk, Chief Marketing Officer at Gist, about the launch of Gist Geo and what AI driven discovery means for modern marketing teams. The conversation explores why traditional SEO metrics are no longer enough, how bra
How CRM Vendor Attio Turned Intercom's Fin AI Agent Into an Always-On Sales Rep
AI agents are everywhere in the CX conversation, but this CX Today case study gets specific. Nicole Willing speaks with Will Jones, GTM Operations Associate at CRM vendor Attio, and Paul Adams, Chief Product Officer at Intercom, about how Attio deployed Intercom’s AI agent, Fin, as a sales development representative (SDR) to handle inbound sales engagement.Jones breaks down what drove the move, in
CX Leaders Can’t Ignore This Agentic AI Lesson From the Pocket OS Outage
A production database deletion and 30-hour outage at Pocket OS has become a cautionary tale for any organization bringing agentic AI into critical systems.In this interview, Nicole Willing speaks with Alex Gallego, CEO of Redpanda Data, about what went wrong and why blaming the model misses the point. They unpack the enterprise basics that still get skipped: separating development from production,
CRMs and customer data platforms (CDPs) can store a mountain of customer data, but that does not automatically translate into better experiences. In this CX Today panel, Ben Robinson, Head of Technology at Fair Finance, Amory Somers Vine, Head of Custome
CRMs and customer data platforms (CDPs) can store a mountain of customer data, but that does not automatically translate into better experiences. In this CX Today panel, Ben Robinson, Head of Technology at Fair Finance, Amory Somers Vine, Head of Customer Experience at Expereo, and John Cheney, CEO of Workbooks, discuss what it takes to move from systems of record to systems of action.The conversa
AI Handoffs Are Breaking Trust, Concentrix Warns
AI agents are handling more customer conversations than ever, but what happens when automation reaches its limit?In this CX Today interview, Nicole Willing speaks with Craig Cotton, Global VP of Product Management at Concentrix, about one of the most important moments in the modern customer journey, the handoff from AI to a human advisor.Cotton explains why brands risk damaging customer trust when
Openreach's Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
From Excel spreadsheets and NPS below zero to a 4.7 Trustpilot rating, Openreach and NiCE pull back the curtain on one of the UK's most ambitious AI deployments. Introduction Rhys Fisher, Associate Editor at CX Today, sits down with Chris Herbert, Director of Customer Service at Openreach; Eifion Lloyd, Senior Manager of Customer Enablement and Strategy at Openreach; and Giles Bryan, General
Why Non-Linear CX Needs Emotionally Aware AI
Customer journeys are no longer linear, and AI alone won’t fix the friction customers feel when they need fast, empathetic support.In this CX Today interview, Nicole Willing speaks with Mike Clifton and Max Schwendner, Co-CEOs of Alorica, about how real-time data, emotionally aware AI, and human support are reshaping customer experience.They explore why businesses need to move beyond generic perso
Inside Brightcove Prism: How UX Consistency Became a CX Advantage
What does it take to redesign a video platform used by teams across marketing, editorial, and media operations at scale?In this CX Today interview, Francesca Roche sits down with Alessandro Fumi, Product Manager at Brightcove, and Matteo Paoli, Product Designer at Brightcove, to unpack the thinking behind Prism, Brightcove’s newly redesigned platform interface.The discussion explores how feedback
Two Lanes, One Outcome: Designing Dual Paths for Humans and AI
What happens when your “great” customer experience is optimised for humans, but your next customer is an AI agent? 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 bra
Why Bad AI Rollouts Break Customer Trust
Only 29 percent of consumers globally trust organizations to use AI responsibly. So, what does that mean for CX leaders trying to scale AI without damaging customer relationships?In this CX Today interview, Nicole Willing speaks with Dr. Ben Granger, Chief Workplace Psychologist at Qualtrics, about why trust has become one of the biggest barriers to enterprise AI adoption.Granger explains why succ
Kore.ai’s Raj Koneru Reveals the Multi-Agent CX Shift Leaders Can’t Ignore
Single chatbots are giving way to coordinated teams of AI agents that can execute workflows across systems, policies, and teams. In this interview, Rob Wilkinson speaks with Raj Koneru, Founder and CEO at Kore.ai, about why multi-agent architecture is becoming inevitable in customer experience (CX).Raj breaks down what has changed in the last 12 months as models have improved in generation and rea
Cisco: The AI Chatbot Era Is Dead – Here's What Comes Next
Cisco's VP of Webex CX discusses orchestrating AI-native contact centers, why “deflection” is the wrong metric, and what enterprise-grade really means in the age of agentic AI -In this CX Today interview, Associate Editor Rhys Fisher sits down with Vinod Muthukrishnan, VP and GM of Webex CX at Cisco, ahead of Cisco Live. With a wave of major product announcements on the horizon, Vinod makes a
Enterprise AI Video Has a Relevance Problem
AI video adoption is accelerating, but many CX teams are struggling to see measurable results. In this CX Today interview, Francesca Roche sits down with Brendan Cournoyer, VP of Marketing at SundaySky, to unpack why enterprise AI video initiatives often fall flat when personalization is missing. They explore why speed and scale alone do not drive engagement, how relevance changes effectiveness ac
Legacy CRM Wasn’t Built for AI: The Case for a New Stack
Are legacy CRM platforms ready for the agentic AI era, or are enterprises trying to force new intelligence into systems built for a different time?In this CX Today interview, Nicole Willing speaks with Jason Eubanks, Co-Founder and CEO of Aurasell, about why traditional CRM architectures may struggle to support autonomous agents, real-time decision-making, and truly connected customer operations.E
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
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, from
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
Aithos Finds Every Major AI Model Fails EU Legal Checks: Why CX Teams May Own the Next Fine
Are CX leaders assuming their AI agents are compliant simply because they use a major model?In this CX Today interview, Nicole Willing speaks with Nadia Kadhim, Executive Director at Aithos, about new research into how leading AI models perform against European legal standards, including GDPR and the EU AI Act.Aithos, the European non-profit AI research foundation behind the legal compliance testi
Why Faster Refunds Can Backfire Without Smarter Fraud Controls
Customers expect refunds to be fast, frictionless, and fair. For UK retailers, that expectation is now colliding with a sharp rise in returns fraud, from wardrobing to counterfeit returns.In this CX Today interview, Francesca Roche speaks with Paul Gardner, VP of Product at Appriss Retail, about how retailers can accelerate time to refund without opening the door to preventable losses. Gardner exp
Can Your CX Vendor Pass the Risk Test? The Due Diligence Reality Check
How can CX leaders buy AI responsibly without exposing their business, customers, or data to unnecessary risk?In this CX Today roundtable, Nicole Willing speaks with Kristina Holt, Managing Associate at Foot Anstey, Mary Ann Miller, Fraud & Cybercrime Executive Advisor and VP of Client Experience at Prove, and Michael Machado, CISO at RingCentral, about what responsible AI vendor due diligence
From Conversation to Case Action: Automating ServiceNow Workflows from Live Voice with Vonage
Customer expectations are rising, but many service teams still rely on voice as an isolated channel and manual processes to move work forward. In this interview, 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.Ker
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 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
Datamark’s Playbook for Real-Time CX Changes
What happens when your customer journey map looks great on a slide, but falls apart the moment a customer repeats themselves, switches channels, or escalates?In this CX Today interview, Rob Wilkinson sits down with Ali Karim, VP of Solutions at Datamark, to unpack how CX leaders can move from static journey mapping to dynamic customer journeys built around real-world behavior. Ali frames dynamic j
How AI Voice Ordering Is Freeing Restaurant Staff to Actually Do Hospitality
Is your restaurant's POS holding back your team — and your guests? Francesca Roche speaks with Andy Grindstaff, Director of Enterprise Restaurant Product at Global Payments, about the company's AI-first Genius Handheld POS and the expanding Genius Commerce platform. Andy explains how AI-powered voice ordering is designed to quietly capture orders in the background while freeing servers t
Salesforce's $3.6B Fin Grab: Smart Power Move or Integration Gamble?
Simon Leyland and Zeus Kerravala unpack what Salesforce's acquisition of Fin really means for AI customer service, CCaaS, and the vendors now in the crosshairs. Host Rhys Fisher, Associate Editor at CX Today, sits down with Simon Leyland, CEO and Co-Founder of CloudInteract, and Zeus Kerravala, Founder and Principal Analyst at ZK Research, just days after Salesforce announced its $3.6 billion
The AI Shutdown No One Saw Coming and What Enterprises Must Do Before the Next One
When Anthropic restricted access to its Claude AI models in response to US export control requirements, it wasn't just a policy story. It was a wake-up call for every enterprise that has built its security posture around a single AI provider.In this interview, Fran Roche sits down with Shimon Tolts, co-founder and CEO of Copperhelm, to unpack what the restrictions really mean for enterprise A
Why “Resolution” Is a Lie – and the $54B Voice AI Revolution That's Already Here
Hakob Astabatsyan, CEO of Synthflow, unpacks the 8x8 partnership, the re-emergence of voice, and why agentic AI has quietly shifted from cost-cutter to revenue driver. In this discussion, Rhys Fisher, Associate Editor at CX Today, sits down with Hakob Astabatsyan, CEO of Synthflow AI, to discuss the company's newly announced strategic partnership with 8x8. With the global voice AI market on a
When the Playbook Runs Out: Closing the Real-Time Agent Assist Gap with AI
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
The Reality of Voice AI in the Contact Centre: From Pilot to Production
Voice AI demos can look impressive, but what happens when the technology is live in a busy contact center six months later?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 pilot
Contact Center AI Is Only as Good as the Data Behind It – So Why Are We Ignoring the Data?
SuccessKPI CEO Dave Rennyson on data governance, ground truth, and why excitement about AI is outrunning the ability to manage it In this CX Today discussion, host 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
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
CCW 2026: inside Cresta's Vision for the AI-Augmented Workforce
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CCW 2026: Advice from Coach Rios: How CX leaders need to adapt during the AI transformation
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What's Keeping CX Leaders Up at Night? CMP's Nicole Kyle Has the Data
If you want to know what is actually happening in customer contact — not the keynote version, not the vendor pitch version, but the version grounded in independent research across hundreds of organizations - you talk to Nicole Kyle. Nicole is Chief Product Officer at CMP Research, the Customer Contact Research Company, and the firm whose data quietly shapes much of what gets discussed, debated, an
Why AI Customer Service Fails: Dan Balisteri on Empathy, Privacy & CX
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From Reactive to Agentic: What an AI Native Contact Centre Actually Looks Like
What happens when your contact centre moves beyond scripted bots and into AI agents that can reason, understand context, and complete multi-step tasks end to end? 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, brittl
CCW 2026: What Is an AI-Native Contact Center? Zoom CX at CCW 2026
At CCW 2026, CX Today's Rob Scott sat down with Chris Morrissey, General Manager of Zoom Customer Experience, to explore what separates genuine AI-native contact center platforms from legacy CCaaS vendors with AI bolted on — and why that distinction is now showing up directly in resolution rates and agent productivity."AI-native" and "AI-first" are buzz phrases — the real
Anthropic’s AI Identity Gap: Why CX Leaders Need Agent Controls
What happens when powerful AI models become easier to access, harder to control, and more deeply embedded in customer experience workflows?In this CX Today interview, Nicole Willing speaks with Geoffrey Mattson, CEO of SecureAuth, about the identity and security gaps exposed by Anthropic’s reported model shutdown and the wider rise of agentic AI.Geoffrey explains why today’s AI systems often lack
Mike Begala on AI, Customer Experience, and Leading Change at Casio
In this interview from CCW Vegas 2026, Mike Begala, General Manager for the Americas at Casio, shares how the company is transforming its customer service operation from a traditional, transactional support model into a relationship-driven customer experience strategy.Mike discusses the challenges of modernising long-standing systems, why empowering frontline agents is the foundation of great cust
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 pi
Anthropic’s Fable Shutdown Proves CX Leaders Need an AI Backup Plan
What happens when a critical AI model suddenly becomes unavailable, and your customer-facing workflows depend on it?In this CX Today interview, Nicole Willing speaks with Ashish Nagar, Founder and CEO of Level AI, about the enterprise risks behind AI vendor dependency, model availability, and data control. Following reports of Anthropic withdrawing frontier models after U.S. export control require
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
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Is Your Travel Brand About to Become Invisible? TikTok Go Is Changing the Rules
TikTok Go is collapsing the travel booking journey into a single app, and it's raising urgent questions for travel brands about customer ownership, loyalty, and digital experience. In this episode, Francesca Roche sits down with Danielle Harvey, VP of Industries for Partnerships and Emerging Products at Quantum Metric, to unpack what TikTok Go really means for travel CX. Drawing on her backgr
CCW 2026: Salesforce CMO Annie Weinberger on the Future of Workforce Engagement at CCW 2026
Three months ago at Enterprise Connect, Salesforce launched Agentforce Contact Center and made a bold claim: native voice, digital channels, AI agents, and CRM data in a single platform. Analysts were impressed. They were also watching for one thing.The WEM piece was missing.Last week at CCW Las Vegas, Salesforce answered that. The company has launched Agentforce Contact Center Workforce Engagemen
Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment
eannie 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.
37% of Consumers Have Already Moved On – Is Your Attribution Strategy Ready?
AI-powered discovery is changing how consumers find businesses, and 37% are already starting their searches with AI tools rather than traditional search engines. But as ChatGPT ads emerge as a new marketing channel, most businesses still can't measure whether they're working.CallRail's Chief Product Officer Ryan Johnson joins CX Today to discuss the company's new attribution so
Legacy CX Platforms Turn to AI-Native Acquisitions as Agent Race Heats Up
Are enterprise CX teams ready for the next phase of AI in customer service?In this CX Today interview, Nicole Willing speaks with John Kim, Co-Founder and CEO of delight.ai, about Salesforce’s acquisition of Fin (formerly Intercom) and what it signals for the future of customer experience.Kim explains why the deal reflects a wider shift in the market, as established customer service platforms look
Death of the Survey Link: The Future of Customer Feedback Is Conversational
Why static survey forms are failing CX leaders—and how context-aware listening is replacing them.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 and Valarie Grant to explore why relying on static, post-interaction forms leaves CX leaders with delayed insights, blind spots, and a frac
Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI
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 "
"Your AI Shouldn't Own the Relationship" The CRM Relationship Trap
Should AI own the customer relationship, or should it make human sellers better prepared?In this CX Today interview, Francesca Roche speaks with John Golden, Chief Strategy and Marketing Officer at Coevera, about why artificial intelligence should support B2B sales teams without replacing the trust, judgment, and nuance that complex relationships require.Golden argues that traditional customer rel
Valoir Warns CX Leaders: AI Ambition Can Backfire Fast
How do CX leaders move beyond AI hype without creating new risk for customers, agents, and the business?In this CX Today interview, Rob Wilkinson speaks with Rebecca Wettemann, Principal at Valoir, about why the conversation around AI in customer experience is becoming more practical and more urgent. They explore the shift from fear of missing out to fear of messing up, why so many teams still str
Why Your AI Pilots Are Losing Trust
Why do so many AI projects look promising in a pilot, then become harder to trust in production?In this CX Today interview, Francesca Roche speaks with John Anderson, AI Architect at Quiq, and Priscilla Lee, Senior Director of Product Marketing at Quiq, about the gap between AI capability and AI confidence in customer experience.The discussion explores why AI projects often stall after an encourag
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
CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft
Customer Contact Week 2026 opened with one of the most anticipated main stage sessions in the event's history. 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 m
The CRM Stack Is Cracking, Treasure AI Warns
Are legacy CRM and customer data platform stacks holding back enterprise AI strategies?In this CX Today interview, Nicole Willing speaks with Rafael Flores, Chief Product and Growth Officer at Treasure AI, formerly Treasure Data, about why traditional customer experience stacks may no longer move fast enough for AI-led customer engagement.Flores explains why legacy CRM and CDP systems can feel too
