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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

26:56

The Death of Hold Music Why Waiting on the Line Is...

CX Today ·

2026/02/03

Waiting on hold has become a cultural meme for a reason. People now experience “instant” everywhere else, food deliveries, banking, streaming. So when support asks them to wait, it doesn’t feel normal. It feels like outdated plumbing. In this CX Today video, Rob Wilkinson sits down with Nuri Goj, Director of Platform Architecture for Zendesk Contact Center, to unpack what’s really happening inside the queue. From repeat contacts and KPI trade-offs to agent burnout and “AI theatre”, this is a ...

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14:06

Redundancy Without Waste: The Smarter UCaaS and...

CX Today ·

2026/01/28

In this interview, Kristian McCann speaks with Lathan Lewis, Head of Products at Tango Networks, about a challenge every IT leader faces: keeping communications online without overspending. Throughout the talk, Lewis unpacks how companies can ditch dual UC platforms and aging copper lines - and still achieve flawless business continuity. Key takeaways: Why maintaining duplicate UC platforms and legacy POTS lines drains budgets and resources.How “Mobile Network as a Service” enables real-time ...

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16:37

Who's Really Calling? The Rise of AI Customers - TTEC...

CX Today ·

2026/01/27

For years, the CX industry has obsessed over deploying AI to serve customers better. But a seismic shift is already underway and most contact centers aren't prepared for it. Customer-initiated AI agents are now making calls, placing orders, and navigating your IVR on behalf of humans. Tools like OpenAI's Operator, Google Call Assist, and Kickoff's debt negotiation service aren't coming, they're here. A large US bank recently received its first live call from a personal AI agent attempting to ...

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23:53

Big CX Update: How Tata Communications Is...

CX Today ·

2026/01/21

In this episode of CX Today, host Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications, to explore how modern enterprises are transforming customer experience in a hyper-connected, AI-driven world. With over 26 years at Tata Communications, Gaurav brings deep insight into the evolution of customer interaction—from on-prem to cloud, from human-only workflows to human-AI collaboration. This conversation is packed with real-world perspec...

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17:42

Sabio Gets Real About WFM: Why Spreadsheets Are...

CX Today ·

2026/01/19

Rhys Fisher, Associate Editor at CX Today, sits down with Scott Doherty, WFM Consultant at Sabio, to unpack how workforce management has evolved from a back-office numbers game into a strategic lever for customer experience, agent wellbeing, and business performance. With omni-channel complexity, hybrid work, and AI now reshaping contact centres, this conversation explores what planners are really dealing with – and why the old spreadsheet model simply can’t cope anymore. Main Description Wor...

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22:18

The Hidden Cost of Doing Nothing: What Legacy Systems...

CX Today ·

2026/01/19

Steve Blood, VP of Market Intelligence at Five9, exposes the hidden dangers lurking within legacy contact center systems. While many CX leaders view modernization as daunting, Blood argues that standing still is actually the most expensive decision you can make. Blood reveals how on-premises platforms are quietly draining value through lost customer insights, agent frustration, and missed personalization opportunities—what he calls the "hidden cost of the unknown." More critically, he unpacks...

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13:39

The Ops Perspective: How CX Observability Solves the...

CX Today ·

2026/01/14

Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. When something breaks, customers feel it immediately, but no one has a single end-to-end view of what's actually happening. The result? Blind spots, finger-pointing, and resolution times that damage both revenue and reputation. In this conversation, CX Evangelist Luke Jamieson from Operata breaks down how CX Observability transforms the da...

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11:06

Beyond AI-Enhanced – What It Really Means to Be...

CX Today ·

2026/01/13

Rob Scott sits down with Jami Ferguson, VP of Product at SMG, to explore what it truly means to be an AI native organization. Far from surface-level automation, this is about structural transformation—where AI doesn't just enhance, it drives, adapts, and evolves customer experience strategy from the ground up. If you're tired of AI hype with little delivery, this conversation will cut through the noise and show what real change looks like. Key discussion points: AI-native vs. AI-enhanced: Why...

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19:43

Trustworthy AI Without the Black Box - Diabolocom

CX Today ·

2026/01/08

How clarity, sovereignty, and small-model precision are reshaping AI for 2026. In this discussion, host Rhys Fisher sits down with James Scott, Senior Solutions Engineer for North America at Diabolocom, to unpack one of the most pressing issues heading into 2026: How do we make AI truly trustworthy and measurable? With global regulations tightening and organizations demanding clearer ROI, Scott brings a refreshingly transparent perspective on what “good AI” should look like – and why sm...

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24:30

The Webex Contact Center: 5 Capabilities You Won't...

CX Today ·

2026/01/07

CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company, to deep dive on the Webex Contact Center. Cisco's cloud contact center platform recently featured as one of only two "Customers' Choice" CCaaS solutions in a recent Gartner Peer Insights study into the space. But, what differentiates it? Mitchell and Kramer unpack five of its most differentiative features, including: Its Agent Experience Suite: From the fundamentals of auto-summaries to the uni...

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13:14

The Call That Cost a Fortune - Cyara

CX Today ·

2025/12/30

Every CX leader's nightmare: the one call that went catastrophically wrong. In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses. What You'll Learn: The Real Cost of CX Failures - Beyond refunds: the hidden costs of broken experiences, from team morale to regulatory fines ($14B+ annually)Why Traditional Testing...

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22:37

From CX 2025 to 2026: Consumer Insights and the...

CX Today ·

2025/12/24

What if the secret to CX success in 2026 isn’t more automation — but better orchestration between AI and people? In this exclusive interview hosted by Rob Scott, Publisher at CX Today, we unpack the latest Consumer Insights Report from Transcom and explore why CX is now a core revenue driver, not just a support function. Joining the conversation are two powerhouse leaders: 🔴 Jeff Blair, Chief Growth Officer, Transcom 🔴 Cortney Jonas Burnos, VP of Digital & AI Solutions, Transcom

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26:01

The Future of Customer Support Gets Visual – and Real

CX Today ·

2025/12/24

Rhys Fisher sits down with Zac Scalzi, Director of Sales at Cobrowse, and Ian Roberts, Director of Care Operations & Technologies at Quicken Inc. Together, they explore how visual intelligence, AI augmentation, and agent-first design are redefining digital customer support. If you're navigating AI adoption, struggling with fragmented customer journeys, or simply want real-world proof of what next-gen support can deliver, this conversation is absolutely worth your time. What happens when a...

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9:40

Why Government Contact Centers Are Embracing AI – And...

CX Today ·

2025/12/17

Inside the AI revolution reshaping citizen service – ComputerTalk’s Kyle Birker reveals what’s driving the shift and what comes next. In this CX Today video interview, Deputy Editor Rhys Fisher speaks with Kyle Birker, Head of Sales Operations at ComputerTalk, about the rapidly growing adoption of AI in government contact centers. As citizens demand more convenience and availability from public services, AI is stepping in to transform how agencies respond – often under tight bud...

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9:51

Who Leads the CCaaS Space in 2025?

CX Today ·

2025/12/17

CX Today's Charlie Mitchell sits down with Zeus Kerravala, Principal Analyst at ZK Research, to explore the CCaaS providers that are leading the pack, and those that are starting to fall behind. However, the conversation goes deeper, with the pair also discussing: ⚖️ How to Choose the Right CCaaS Vendor for Your Business ⚖️ The pair dive into the criteria organizations should use when selecting a CCaaS provider, from ecosystem fit to referenceability. Spoiler: there’s no “one-size-fit...

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5:47

Implementing Contact Center Copilots: 2degrees'...

CX Today ·

2025/12/15

CX Today's Charlie Mitchell hosts Wayne Anderson, General Manager of Digital Delivery at 2degrees. Anderson discusses how the popular telecoms provider is advancing its contact center experiences with AI. In doing so, he shares: 🔴 The Challenges of Implementing Contact Center Auto-Summaries 🔴 Auto-summaries are where many contact centers have started their generative AI journeys. Yet, implementations aren't always easy. Anderson shares what he's learned so far. 🤖 The Ro...

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21:36

Why CX Leaders Are Tired of AI That Doesn’t Work

CX Today ·

2025/12/15

How Enghouse is cutting through the AI noise and contact center clutter with real-world results In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive, to get to the heart of a pressing industry issue: the overhype of AI in customer experience. Forget the fluff, this interview is about AI that actually works. Simon shares candid insights into why many AI projects fail to deliver, how Enghous...

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15:43

The Customer Journey Black Hole: How a Unified...

CX Today ·

2025/12/15

Watch host Christopher Carey sit down with Gaurav Anand, VP and Head of Customer Interaction Suite at Tata Communications, to explore one of the most pressing challenges in modern CX - the customer journey black hole. As enterprises strive to deliver seamless, personalized engagement across channels, Gaurav explains how data silos, disconnected systems, and inconsistent experiences threaten customer loyalty and brand value. Tune in as they discuss how unifying CPaaS and CCaaS under one intell...

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13:41

Puzzel on AI's Goldmine: Unlocking Real Contact...

CX Today ·

2025/12/15

From data silos to strategic insights - how Puzzel’s AI-driven platform turns talk into transformation. In this exclusive CX Today interview, Deputy Editor Rhys Fisher sits down with Jesper Jønsson, Director of Product for AI at Puzzel, to dig into the real-world power of Conversational Intelligence. Jesper shares how this post-call analytics solution helps contact centers level up their AI maturity, drive operational efficiency, and extract value from the customer interactions hiding...

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9:13

What If You Could Evaluate Every Customer...

CX Today ·

2025/12/11

🔥 How AI and automation are transforming quality assurance and redefining CX performance measurement. In this episode, host Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, to explore how automation and AI are revolutionizing the world of contact center quality assurance (QA). Together, they unpack what it truly means to evaluate every customer interaction — and why this shift is reshaping how organizations understand, improve, and per...

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380 results

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