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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

18:28

Transforming Contact Centers with AI: Insights and...

CX Today ·

2025/01/27

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 of the key takeaways:Real-Time AI in Action: How ICE 15’s agent assist tools use GenAI for live call ...

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25:45

NVIDIA Introduces Its Latest Agentic AI Innovations,...

CX Today ·

2025/01/24

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 ModelsJoining CX Today for that conversation are: Erik Pounds, Senior Director of Enterprise AI Software at NVIDIA Zeus Kerravala, Principal Analy...

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16:26

Analyzing the Current State of AI In Business...

CX Today ·

2025/01/23

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 RingCentralEsther Yoon, Vice President of Product and Industry Marketing at RingCentralBoth guests share excellent insight into key findings from the report. In doing so, they discuss:The AI optimism gap between senior leaders and t...

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22:43

Salesforce News - Agentforce 2.0, Atlas, & the...

CX Today ·

2025/01/23

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 is new to Agentforce 2.0. It promises to turn "tasks into trusted outcomes". Why is this so significant?A...

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36:22

5 Disruptive Use Cases for AI in Customer Experience

CX Today ·

2025/01/21

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 leader and another as a tech specialist. Customer Intent Modelling GenAI-Powered Virtual AgentsRea...

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27:25

Big CX Update: ComputerTalk

CX Today ·

2025/01/09

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 brandA deep dive into ComputerTalk's products and go-to-market and implementation strategiesHow ComputerTalk addresses technology problem solving and innovation

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10:38

Meet ULAP. The Enterprise Communications Vendor...

CX Today ·

2025/01/07

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 VoiceChallenges and priorities that lead customers to choose solutions like ULAP VoiceWhat innovations or features is ULAP prioritizing t...

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22:14

Total Experience: A Complete Guide for 2025

CX Today ·

2024/12/17

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.

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11:36

How to Ensure the Ethical, Compliant Use of Contact...

CX Today ·

2024/12/16

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 confronted with in that time?How is Enghouse approaching ethical AI to help its clients push past these challen...

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15:09

QA Automation - How Far Can We Push AI?

CX Today ·

2024/12/11

Rhys Fisher hosts Emmanuel Doubinsky, Product Director at Scorebuddy.The pair discuss how AI and automation are being used in the Quality Assurance (QA) space. In doing so, they cover:The challenges that come with having access to more QA dataThe role human agents play in an increasingly AI-centric sectorHow AI will impact the future of QA

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40:32

5 Customer Experience Trends for 2025 & Beyond

CX Today ·

2024/12/04

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025. To run through them, he's joined by:Barry Cooper, President of NICE CX Max Ball, Principal Industry Analyst at Forrester ResearchBoth share their perspectives on each of the trends - as shared below:Trend 1 – Advancements In AI Will Turn Contact Centers Into Profit CentersTrend 2 – Contact Center Leadership Roles Will Become More Strategic and Stretch Beyond Customer SupportTrend 3 – ...

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45:14

Big CX News - The Latest on Microsoft's AI Agents,...

CX Today ·

2024/12/04

Watch on YouTube.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 the latest news in the space, including stories from Microsoft, Afiniti, and Sprinklr.In this edition, our CX experts include:Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Derek...

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10:29

Contact Centres in 2025: How to Build Next Year’s...

CX Today ·

2024/12/04

CX Today's Susie Harrison hosts Ben Booth, CEO & Co-Founder at MaxContact to explore the trends in contact centers for the year ahead.In this session, we explore:The dominant trends in the contact center of 2025 and the essential tech for managers to align themselves withProving ROI from AI investment and how to identify where AI is offering benefitsStriking the optimal balance between use of AI and human agents, and how much freedom to give AIAI's current limitations and how to implement...

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14:17

Inside Cognigy's Revolutionary Agentic AI: The Future...

CX Today ·

2024/11/29

CX Today's Susie Harrison hosts Sebastian Glock, Director of Product Marketing at Cognigy, to delve into agentic AI and its possibilities for CX.In this session we cover:What agentic AI isAgentic AI's potential to revolutionize the CX marketWhat Cognigy's agentic AI deliversHow the interplay between human and digital agents is evolvingThe future for contact centers and agentic AI

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20:12

Big Update with Cognigy

CX Today ·

2024/11/29

CX Today's Susie Harrison hosts Alan Ranger, VP Marketing at Cognigy, for a deep dive into his role, Cognigy and innovations in AI.Expect to dive into the heart of Cognigy's company culture, understand their key products and services, and discover how they tackle the big challenges in the tech industry

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11:18

The Great Contact Center Debate: Cloud vs. On-Premises

CX Today ·

2024/11/27

Bright Pattern Is Redefining Flexibility in Contact CentersIn this interview, Rob Scott of CX Today sits down with Michael McCloskey, CEO of Bright Pattern, to explore one of the hottest debates in contact center technology: cloud versus on-premises solutions. With a growing push from CCaaS providers towards cloud-only models, Michael explains why Bright Pattern’s philosophy of deployment flexibility—allowing companies to "have it your way"—is changing the game for organizations navigating a ...

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8:31

Call and Contact Centre Expo 2024: A Preview

CX Today ·

2024/11/26

CX Today's Rhys Fisher hosts David Juniper, Group Director at ROAR B2B.They preview the upcoming Call and Contact Centre event that takes place between November 27-28, 2024.In doing so, they discuss:The challenges attendees currently face within their contact centre operations.How the event addresses these challenges with its agenda. The flagship speaker sessions for the week. For more on Call and Contact Centre 2024, visit their website.Thanks for watching. If you'd like more like ...

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9:02

The Power of Partnership in Elevating CX

CX Today ·

2024/11/22

CX Today's Susie Harrison hosts Dave Hampton, Head of Managed Services at Ultima Business Solutions, to explore their evolutionary and mutually beneficial partnership with Bright Pattern. In this session we cover:How Bright Pattern's solutions have impacted Ultima's business operations and customer experienceSome of the key challenges or pain points that Ultima was looking to address by implementing Bright Pattern's technologyThe measurable benefits seen by Ultima since working with Brig...

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12:18

Exploring the Next Big Trends in CX

CX Today ·

2024/11/13

CX Today's Susie Harrison is joined by Jamie Snaddon, Managing Director, EMEA at 8x8. In this session, we cover:- The biggest trend now and where it will take us next- AI adoption trends in CX- How the vendor landscape will change as security and regulations evolve- Tips for maintaining or gaining a competitive advantage in this new ecosystem

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12:17

UJET's New Co-CEO Shares Its CCaaS Vision,...

CX Today ·

2024/11/11

CX Today's Charlie Mitchell hosts Vasili Triant, Co-CEO of UJET. Two months into the role, Triant has taken the reigns at an exciting time for the CCaaS vendor, which recently completed a $76MN funding round. During the conversation, he discussed:UJET's vision for the future of CCaaSHow he will help to make that vision a reality as Co-CEOUJET differentiators in the CCaaS spaceWhere will UJET innovate next?

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