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PODCAST

CX Today

News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today"s world.For industry

technology

All Episodes

24:33

Cyber Acoustics Declares War on Outdated Headsets...

CX Today ·

2025/05/13

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. In this deep-dive interview, Thor walks Rhys through the story, tech, and impact behind Agent A...

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19:33

XCally’s Bold Take on Contact Center Evolution: AI,...

CX Today ·

2025/04/25

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. Marco shares exclusive insights into how businesses can future-proof their customer interacti...

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19:28

Past Lessons, Future Focus: Navigating the AI...

CX Today ·

2025/04/22

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 expectations from 25 years ago – were we even close? 🚀 What Will CX Look Like in 2050? A glimpse in...

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6:09

Revolutionizing CX Uncovering Hidden Opportunities in...

CX Today ·

2025/04/15

In this interview, Miratech's Matthew Ainsworth dives deep into the current state of CX and the dynamic opportunities emerging in this rapidly evolving landscape. From the quick rise of CCaaS, to the challenges large enterprises face in adopting cloud technologies, Matthew reveals why CX transformation isn't as simple as just jumping on the AI bandwagon. With real-time experiences and multi-vendor solutions becoming the norm, discover what businesses need to consider to stay ahead in the game...

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24:57

Scorebuddy's CEO Discusses Future of Contact Center...

CX Today ·

2025/04/07

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 experience, offering invaluable insights for anyone interested in the future of customer service oper...

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21:10

Salesforce Update - The Google Gemini Announcement,...

CX Today ·

2025/04/04

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. Agentforce 2dx The next evolution of the Agentforce platform launched at the beginning of March. The ana...

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30:06

Big CX News - The Latest on the New Amazon Connect,...

CX Today ·

2025/04/03

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 & Company Finbarr Begley, Senior Research Analyst at Cavell During the conversation, ...

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6:56

The Future of Work: Managing a Blended AI and Human...

CX Today ·

2025/03/31

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 for this new era, and how Agent Ops is redefining workforce management with real-time monitoring, c...

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8:10

Agents, Supervisors, & Managers: How Is AI Impacting...

CX Today ·

2025/03/31

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 Center Agents - From gathering customer context upfront to completing post-contact follow ups, Pat...

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20:20

Big CX Update: Miratech

CX Today ·

2025/03/27

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 the complexities of AI, cloud migration, and next-generation contact centers. From his passion for constan...

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33:29

Salesforce Update - The Layoffs, 1,000 Agentforce...

CX Today ·

2025/02/27

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 business? The analysts share their takes. 1,000+ Confirmed Agentforce Deals Salesforce recently announc...

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10:59

Real-Time Translation, Accent Smoothing & AI Agents –...

CX Today ·

2025/02/27

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-time translation, groundbreaking accent smoothing innovations, and AI-powered agents. Whether you'r...

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40:02

Cyber Acoustics: Transforming Call Centers with...

CX Today ·

2025/02/25

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 training to background noise. Their latest innovations offer real-time agent monitoring and AI-powered noi...

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37:52

The Latest on Avaya Trimming Its Customer Base &...

CX Today ·

2025/02/25

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, Senior Analyst at Opus Research Finbarr Begley, Senior Research Analyst at Cavell Gro...

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14:34

Key Takeaways from Cisco Live 2025 EMEA

CX Today ·

2025/02/19

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 for Webex Contact Center: Also generally available, this feature helps agents by summarizing conversation...

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9:52

Krisp's Game-Changer: Live Speech Translation That’s...

CX Today ·

2025/02/19

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 customer satisfaction. The future of seamless, real-time language interpretation is here. Krisp’s AI ...

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22:21

Contact Center Trends for 2025: What's Hot and What's...

CX Today ·

2025/02/12

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 Intelligence: Discover why this once enterprise-exclusive technology is now more accessible and...

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40:36

Big CX News - The Latest on ServiceNow's Hiring Push,...

CX Today ·

2025/01/30

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 Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Simon Harrison, Foun...

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17:29

The Role of Acoustic Technology in the Modern Contact...

CX Today ·

2025/01/28

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 deep into their design enhancements and the problems these devices solve.Key takeaways:HS-1500BT2: Fea...

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20:35

Copilots & Virtual Agents: Where Should They Fit in...

CX Today ·

2025/01/27

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 understandingExpanded AI use cases beyond chatbotsHow GenAI can improve CX while delivering ROI

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