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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

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All Episodes

16:41

Adobe’s CEO Is Out – What Will Happen to the CX...

CX Today ·

2026/03/17

In this discussion, host Rhys Fisher, Associate Editor at CX Today, sits down with Liz Miller, VP and Principal Analyst at Constellation Research, for a reaction to one of the biggest leadership stories in enterprise tech. Shantanu Narayen’s decision to step down as Adobe CEO after 18 years sent shockwaves through the market, and for anyone running customer experience operations on Adobe’s stack, the implications go well beyond a stock price dip. Liz explains why this is a “fast moving train”...

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28:55

AI Hype vs Customer Reality: The State of CX in 2026

CX Today ·

2026/03/16

If you think you understand what customers expect in 2026… this conversation might surprise you. In this episode, Rob Wilkinson sits down with customer service and experience expert Shep Hyken to unpack insights from his State of Customer Service and CX 2026 report - and some of the findings challenge long-held assumptions about what actually drives loyalty. They explore what customers say matters most right now, including why product quality can outweigh service, why convenience often beats ...

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19:02

60-70% of Your Contact Center Calls Could Already Be...

CX Today ·

2026/03/12

Simon Leyland on $50k MDF, agentic AI in the contact center, and why “bold and fast” is the only strategy that makes sense in 2026. In this discussion, Associate Editor Rhys Fisher sits down with Simon Leyland, CEO and Co-Founder of CloudInteract – one of the UK's leading Advanced AWS Partners, built entirely around Amazon Connect. With AWS putting up to $75k in Marketing Development Funds on the table for Connect implementations and new Agentic AI specialization categories, the...

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7:58

Human-First AI: Why SMBs Should Rebalance, Not Replace

CX Today ·

2026/03/10

A recent Gartner report suggests that by 2030, generative AI could cost more per customer interaction than a live human agent. What does that mean for small and midsize businesses? In this episode of CX Today, Francesca Roche speaks with Nathan Strum, CEO of Abbey Connect, about how SMBs should rethink automation budgets, customer journeys, and long term growth strategies. Instead of focusing only on cost reduction, Nathan outlines a rebalancing approach that starts with human systems and wo...

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16:54

Stop Chasing AI Hype and Start Delivering Real Outcomes

CX Today ·

2026/03/10

Rhys Fisher, Associate Editor at CX Today, sits down with Kevin McGachy, Head of Solutions at Sabio, to cut through the AI noise that's plaguing contact centers. If you're tired of flashy AI demos that promise the world but deliver generic chatbots, this conversation is your reality check. Kevin breaks down the costly mistakes organizations make when racing to deploy AI, why voice is still king despite the digital self-service push, and how outcome-based strategies can protect you from vendor...

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11:41

Why “Bolt-On AI” Is Killing CX ROI

CX Today ·

2026/03/06

AI may be everywhere in customer experience, but according to Bloomreach CEO and Co-Founder Raj De Datta, much of it still falls short of delivering real business impact. Speaking to CX Today, De Datta reflected on Bloomreach’s recent milestone of surpassing $260 million in annual recurring revenue, a result he attributes largely to the company’s AI-native approach and the evolution of its Loomi AI platform. Rather than treating AI as an add-on, Bloomreach has embedded it directly into the me...

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19:31

Pragmatic AI vs. “Science Projects”: How to Fix...

CX Today ·

2026/03/05

In an era where data breaches are daily headlines, how a company handles a mistake matters more than the mistake itself. Brad Anderson, President of Product Engineering and Security at Qualtrics argues that “radical transparency” is the only way to survive a security misstep. In this interview with Nicole Willing, Anderson warns against the common corporate instinct to minimize the impact of a breach (“only a small number of users affected”) before having the facts. He explains that modern tr...

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22:45

California Targets Surveillance Pricing, What It...

CX Today ·

2026/02/27

Francesca Roche sits down with Sarah Bruno, a Partner in the Emerging Technologies Group at Reed Smith, to discuss the recent investigative sweep by California’s Attorney General targeting retail, grocery, and hotel sectors for their use of consumer data in surveillance pricing. Sarah Bruno explains that the sweep focuses on how companies use algorithms to set individualized prices based on personal and non-personal data that consumers may not anticipate is being collected. She highligh...

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17:23

What Moltbook Reveals About the Hidden Security Risks...

CX Today ·

2026/02/25

Ali Sarrafi, CEO and Founder of Kovant, explains why public AI agent platforms expose credentials, lack controls, and attract bad actors. Thanks for watching, if you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our LinkedIn pages. For more Customer Experience tech news visit https://www.cxtoday.com

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21:37

Command, Not Control: Surviving Social CX Without...

CX Today ·

2026/02/25

Customers don’t complain in private anymore. They post. They tag. They amplify. And they expect a response before the next refresh. In this CX Today conversation, Rob Wilkinson speaks with Anish Singal, VP of Product Management at Sprinklr, about why “control” is the wrong goal for modern CX, and what it really means to command the moment instead. From AI signal detection and cross-functional war rooms to predictive analytics and governance at speed, this is a grounded discussion about how br...

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18:46

Human In The Loop Is Becoming CX’s New Skills Crisis

CX Today ·

2026/02/23

Human in the loop is quickly moving from an AI buzzword to a real operating requirement for customer experience teams. In this episode of Human in the Loop, we dig into what AI oversight means in practice, and why it is reshaping contact center skills, hiring, and escalation design. CX Today speaks with Martyn Redstone, Founder at GenAssess, about the skills that matter most as AI agents take on more routine customer queries. We also explore the implications of AI regulation, including the EU...

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20:57

Pindrop Takes on AI Voice Deepfakes: Why Your Contact...

CX Today ·

2026/02/17

Sumant Mauskar explains how AI-powered voice fraud is attacking contact centers at scale, why the NICE integration matters, and what bi-directional trust really means Contact centers have an AI problem, and asking agents if calls "sound weird" isn't going to fix it. According to Sumant Mauskar, Global Partners SVP at Pindrop, humans can detect video deepfakes around 60% of the time. For audio? That drops to 35%. As synthetic voice quality improves daily, traditional fraud detection methods ar...

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11:49

The Future of RetailWork: Inside Traxlo’s AI-Driven...

CX Today ·

2026/02/17

In this interview with Paul Vezelis, Co-Founder and CEO of Traxlo, we explore how the platform’s pay-per-task model is reshaping retail operations, diving into operational innovation, workforce flexibility, and customer experience in modern retail. Traxlo connects thousands of gig workers with retailers to complete specific operational tasks like shelf replenishment, inventory checks, and online order picking, ensuring consistent execution that supports both customer and employee experi...

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29:17

Why Customer Service Experience Is Getting Worse (and...

CX Today ·

2026/02/16

In this interview, he explains why service is slipping despite heavy investment, where AI helps (and where it doesn’t), and the practical steps leaders can take to rebuild CSX from the frontline up. Alex Mead delivers a timely reality check: despite all the investment in journey mapping, NPS and “CX programmes,” the day-to-day service experience is getting worse. In this interview, he argues that “customer experience” has become a catch‑all that too often blurs brand and marketing with the o...

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17:52

No Breach, Real Risk: The Data Privacy Threats CX...

CX Today ·

2026/02/12

When headlines scream "data leak" but companies claim "no breach," customers are left confused—and trust takes a hit. In this CX Today interview, Ron Zayas, CEO of Ironwall by Incogni, explains why a recent Instagram incident is a wake-up call for CX leaders, arguing that technical security definitions often miss the reality of "cumulative risk." Zayas delivers a stark warning: risk is no longer just about stolen passwords. He explains how aggregated identity data—even without a confir...

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18:11

AI Hype Is Over – Now Contact Centers Need Results

CX Today ·

2026/02/12

In this CX Today interview, Associate Editor, Rhys Fisher, speaks with Sundeep Boughan, Director of Sales Engineering at Puzzel, to unpack findings from the company's latest State of the Contact Centre report. With 1,500+ contact center professionals surveyed, they cut through the AI hype to explore what “AI readiness” truly means, how conversational intelligence is driving real ROI, and why copilots and agentic AI are reshaping the future of the agent experience. If you’re navigating AI inve...

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29:36

Modernizing the Contact Center with AI: Rebecca...

CX Today ·

2026/02/10

In this CX Today interview, Valoir Principal Rebecca Wettemann explains why time-based metrics like AHT and FCR need a rethink—and what leaders should measure instead, from outcome quality and AI-to-human handoffs to agent trust, coaching, and retention. Contact centers are racing toward “always-on” service, but Rebecca Wettemann, Principal at Valoir, argues many teams are modernizing with the wrong scorecard. In this CX Today interview with Rob Wilkinson, she explains why legacy, time-based ...

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20:50

Are AI Layoffs Breaking Customer Experience?

CX Today ·

2026/02/09

In this discussion, CX Today’s Rhys Fisher speaks with Jim Eckes, Founder of TieTechnology, about the growing backlash against AI-first customer service strategies. With Amazon layoffs and rushed automation dominating headlines, Jim shares why many AI rollouts are failing, how companies are skipping critical CX foundations, and what businesses should do before replacing people with bots If you care about customer loyalty, personalization, and smart tech investments, this i...

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19:32

The AI Arms Race: Uncovering the Billion-Dollar Shift...

CX Today ·

2026/02/04

Rhys Fisher sits down with James Hughes, VP of Solutions at Sabio, to explore what’s really happening behind the scenes of AI’s rapid rise in the contact center world. With more than two decades of industry experience, James brings a clear, grounded perspective on where AI creates true business value. Together, they dig into the financial impact, the operational challenges, and why most organizations still struggle to turn AI hype into real transformation. AI is reshaping nearly e...

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32:16

Third-party AI risk: the vendor questions CX must ask...

CX Today ·

2026/02/03

Find out why leaders are rushing into AI under pressure from boards, competitors, and vendors, often without truly understanding how it works or putting the right guardrails in place. Adrian explains how agentic AI and highly interconnected cloud systems are driving up complexity, risk, and consumer concern around data security and privacy. From there, they get practical: what third-party AI risk actually means, why customers always blame the brand (not the vendor), and how things typic...

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380 results

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