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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

19:53

From UCaaS to CX Powerhouse: How CallTower Is...

CX Today ·

2025/10/28

In this episode of CX Today, host Kieran Devlin sits down with William Rubio, Chief Revenue Officer at CallTower, and Joe Bigio, SVP of CCaaS, CX, and Conversational AI at Inoria, to explore how the strategic merger between the two companies is reshaping the CCaaS landscape. With over 50 years of combined experience, Rubio and Bigio unpack the real-world challenges organisations face when deploying CCaaS and AI — and how their combined forces are making smarter, more integrated communications...

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11:44

What Is Pulse 360? An Introduction to the Cyara CX...

CX Today ·

2025/10/28

CX Today’s Charlie Mitchell welcomes Janet Vito, SVP of Marketing at Cyara. The pair explore Pulse 360, Cyara’s CX Assurance engine that proactively monitors, tests, and optimizes customer service journeys across voice, digital, and AI channels. In doing so, they consider: 🔍 What Is Pulse 360, and What Problems Does It Solve? 🔍 Vito explains how Pulse 360 delivers end-to-end visibility, proactively detecting friction points before they impact customers, and ensuring a frustration-free

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42:15

Content Guru on Its Cloud Contact Center...

CX Today ·

2025/10/28

CX Today's Charlie Mitchell introduces a rundown of everything Content Guru, a prominent global contact center provider. And who better to have that conversation with than Sean Taylor, CEO of Content Guru. After some friendly intros looking back over Taylor's long tenure in the contact center space, the pair get into the weeds, discussing: 🧑‍🧑‍🧒‍🧒 Content Guru's Differentiators in the Crowded Contact Center Space 🧑‍🧑‍🧒‍🧒 The CCaaS market is crowded. Taylor underscores where Content Guru

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15:43

AI’s New Role: From Job Threat to Agent Co-Pilot

CX Today ·

2025/10/28

AI isn’t here to replace contact center agents — it’s here to help them thrive. In this exclusive CX Today interview, Deputy Editor Rhys Fisher speaks with Mackenzie Ellis, Solutions Specialist at ComputerTalk, about how artificial intelligence is transforming the agent experience. Far from the outdated “robots versus humans” debate, Ellis shares real-world examples of AI as a co-pilot: handling repetitive tasks, authenticating callers, and prepping desktops with the right context — all so a...

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38:09

The Latest on Thoma Bravo Rolling Up Verint,...

CX Today ·

2025/10/28

CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space. Five prominent CX analysts join the panel to run through each story. This month, those analysts include: Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Shelly Kramer, President & CEO at Kramer & Company Justin Robbins, Founder & Principal Analyst at Metric Sherpa Tim Banting, Head of Research &...

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22:40

Redefining AI with Empathy & Agent Empowerment - Graia

CX Today ·

2025/10/28

How Graia is tackling the $75B empathy gap in customer experience. In this interview, CX Today Deputy Editor Rhys Fisher sits down with Sahil Rekhi, CRO at Graia, to discuss how the company is reimagining customer experience by blending AI empathy with agent empowerment. With decades of industry expertise and a bold vision, Graia aims to close the gap between automation and authentic human interaction. Customer experience is evolving fast – but too often, technology investments fail to...

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24:33

Cyber Acoustics Declares War on Outdated Headsets...

CX Today ·

2025/10/27

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, CEO Thor Mitskog walks Rhys Fisher through the story, tech, an...

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27:14

Don’t Call It a Bot: Agentic AI Is the New Frontline

CX Today ·

2025/10/27

🎯 Why agentic AI isn't just smarter — it's a game-changer for the contact center. The AI revolution in customer experience is moving fast — and it's leaving chatbots behind. In this compelling conversation, Rob Scott, Publisher at CX Today, sits down with Calvin Hohner, Lead Product Manager at Dialpad, to unpack agentic AI — a term you’ve probably heard, but might not fully understand. Forget static, rule-based bots. This is about AI that acts, not just responds — reducing agent burnout,

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8:53

ComputerTalk Tackles the Compliance Crunch: Data...

CX Today ·

2025/10/27

How ComputerTalk is embedding trust, transparency, and airtight security into the customer experience. In this CX Today interview, Deputy Editor Rhys Fisher sits down with Jennifer Sutcliffe, Vice President of Operations and Control at ComputerTalk, for an in-depth discussion on data protection and compliance in the contact center space. Jennifer unpacks the layered approach ComputerTalk takes to security, while offering expert insights into emerging trends like AI regulation and data sov...

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19:28

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

CX Today ·

2025/10/27

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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30:06

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

CX Today ·

2025/10/23

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

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19:33

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

CX Today ·

2025/10/23

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...

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33:17

IT Now Calls the Contact Center AI Buying Shots: So...

CX Today ·

2025/10/22

CX Today’s Charlie Mitchell hosts a deep-dive discussion into how AI is reshaping contact center procurement, and how businesses can boost their customer service investments. Joining him for this conversation are two leading experts: Wayne Butterfield, Partner for AI, Automation & Contact Center Transformation at ISG Christoph Börner, VP of Engineering at Cyara Together, they unpack how AI is transforming not only customer service, but also how contact centers buy, test, and trust tech...

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20:04

Sabio On Agentic AI: Why the Future of Contact...

CX Today ·

2025/10/22

Stuart Dorman breaks down how agentic AI can supercharge CX without losing the human touch. In this CX Today interview, Deputy Editor Rhys Fisher sits down with Stuart Dorman, Chief Innovation Officer at Sabio, to explore the game-changing potential of agentic AI in customer service. As organizations face mounting pressure to modernize and streamline operations, this conversation dives deep into how businesses can harness AI while still delivering empathy, consistency, and quali...

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5:22

Cisco’s Agentic AI: The Future of Contact Centers

CX Today ·

2025/10/22

As someone who has spent hours waiting in contact center queues, I’m excited to see how Cisco is rewriting the CX playbook with agentic AI. At Enterprise Connect 2025, Senior Editor Charlie sits down with Vinod from Cisco to dive into how Webex is embedding AI into the very fabric of customer experience. Vinod explains that agentic AI isn’t a bolt-on feature but part of a holistic strategy, starting with infrastructure and observability, then moving up through mission-critical applications. ...

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18:25

Inside Operata: The Rise of CX Observability for...

CX Today ·

2025/10/22

As someone who’s felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Operata’s most ambitious step yet, expanding CX Observability from a primarily Amazon Connect footprint to 50+ CCaaS, Voice AI, AI customer service, CPaaS, and CRM platforms. It introduces a unified Customer Journey Trace, a smarter CX Copilot powered by AWS Bedrock and OpenAI GPT-5.0, and an open developer approach with an Insights Library and...

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8:10

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

CX Today ·

2025/10/21

Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM of Webex Customer Experience Solutions at Cisco, 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, Patel discussed how AI is changing the end-to-end service journey. 👩‍💼 Contact Center

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8:55

How XCALLY Is Making AI Work in the Real World of CX

CX Today ·

2025/10/21

In this CX Today exclusive, Giuseppe Careri, Chief Technology Officer at XCALLY sits down with Deputy Editor Rhys Fisher, to explore the real-world impact of AI in customer service and experience. Careri, shares how the company blends automation with a human touch to maximize the potential of AI in the customer experience sector. With 14+ years of hands-on development experience at XCALLY, Giuseppe offers a deep dive into the practical applications of AI – from voice bots and sentiment...

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6:56

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

CX Today ·

2025/10/21

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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10:58

Deflection Is NOT a Contact Center AI Strategy. This Is.

CX Today ·

2025/10/20

CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET. The duo explores changing contact center metrics, AI, and orchestration, discussing: 🤔 Is It Time to Rethink Deflection & Containment? 🤔 Clare explains why these metrics, while useful, aren’t a strategy, and how contact centers may wish to shift their thinking. 🤝 When Should Humans Take the Lead? 🤝 From contacts that are critical for retention to those with upsell potential, Clare highlights where huma...

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383 results

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