Loading...

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

25:48

Twilio: Voice Is CX’s Next Breaking Point

CX Today ·

2026/10/08

Are customer experiences becoming too clunky for the way people now want to communicate? In this CX Today interview, Rob Wilkinson speaks with Peter Bell, VP of Marketing, EMEA at Twilio, about how voice is changing the way consumers interact with technology, and what that means for brands designing the next generation of digital customer journeys. Peter explores Twilio research showing that almost a quarter of Brits now talk more than they type when using technology, rising to 33 percent a...

en-gb

17:38

Stop Sampling Calls. Start Listening to What...

CX Today ·

2026/10/05

In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Russell White, Transformation Lead at Bluecrest, and Reece Harper, Account Executive at NiCE. Bluecrest has moved from reviewing a sample of calls to analyzing every customer interaction through NiCE CXone. The conversation explores what happens when contact centers stop relying on assumptions and start using customer intent, real conversation data, and human-reviewed AI summaries to guide decisions. ...

en-gb

18:54

AI Could Steal Your Customer Before They Reach Your Site

CX Today ·

2026/10/02

In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Christina Augustine, COO of Bloomreach, about the growing impact of AI on product discovery, personalization, and retailer loyalty. With shoppers increasingly asking ChatGPT, Gemini, and Claude where to buy, the conversation unpacks whether brands deliver the same depth, confidence, and relevance once customers arrive on their own sites? AI is quickly becoming the first stop in the shopping journey. B...

en-gb

35:14

What Contact Center Buyers Should Prioritize in 2026

CX Today ·

2026/09/30

Are contact center buyers still using yesterday’s criteria to make tomorrow’s technology decisions? In this CX Today interview, Rob Wilkinson speaks with Keith Dawson, Research Director at ISG, about what contact center leaders should prioritize in 2026 as artificial intelligence, automation, analytics, and customer expectations reshape the market. Keith explains why the contact center is evolving from a routing and efficiency engine into a broader customer engagement environment. He explor...

en-gb

11:36

Zendesk: AI Is Taking the Easy Calls, but Voice...

CX Today ·

2026/09/28

In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Hannah Deveney, Senior Director of Product Management at Zendesk, about the changing role of voice in AI-powered customer service. As AI agents handle more routine requests, live calls are increasingly reserved for urgent, sensitive, and complicated issues. Deveney explains why Zendesk is bringing real-time, two-way translation into its contact center, and why the technology needs strong guardrails...

en-gb

19:24

From Teams Recording to Conversation Intelligence:...

CX Today ·

2026/09/23

Marcus Law speaks with Guy Yaffe, VP of Interaction Recordings at AudioCodes, about the changing enterprise recording market and why native recording alone may not meet the needs of regulated organizations. They explore the difference between convenient recording and compliance-grade recording, including policy-based capture, long-term retention, access controls, resilience, and the ability to retrieve historic communications when needed. The conversation then moves beyond retention. Yaffe ex...

en-gb

17:20

Hidden AI in the Contact Center: What the EU AI Act...

CX Today ·

2026/09/15

In this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital, about why the EU AI Act should matter to customer experience and contact center leaders, not just legal and compliance teams. Namjoshi explains why CX leaders are becoming the “stewards of AI” in customer-facing operations, how hidden AI can appear in tools such as agent assist, call summaries, sentiment analysis, quality management and workf...

en-gb

13:59

Contextual Messaging is the New CX Gold Standard,...

CX Today ·

2026/09/14

Are your customers getting joined-up conversations, or are they starting from scratch every time they contact your business? In this CX Today interview, Nicole Willing speaks with Karen Krivaa, Chief Marketing Officer at MMDSmart, about why so many businesses are still struggling to turn omnichannel ambition into real execution. Krivaa explains why fragmented systems, disconnected customer data, and poorly integrated messaging tools are holding organizations back. Findings from MMDSmart’s s...

en-gb

21:04

The Prompt Gap: Why Keyword-Based AI Search Tracking...

CX Today ·

2026/09/10

In this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr, about how AI-generated answers are changing customer discovery, brand comparison, and buyer decision-making. Sean explains why the customer journey is increasingly moving inside AI tools such as ChatGPT, Gemini, and Perplexity, where buyers can research, compare, and shortlist brands before a sales or marketing team sees any signal. For CX and marketing leaders, that creates a new visibility cha...

en-gb

14:55

Where Does the CDP Fit in an Agentic AI Strategy? -...

CX Today ·

2026/09/02

In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru, about the changing role of customer data, customer relationship management (CRM) and orchestration in AI-enabled CX. As vendors increasingly talk about agentic experiences, AI-native platforms, systems of action, and systems of decision, Manthorpe explains why CX leaders need to look beyond the terminology and focus on outcomes. He discusses why CRM remains valuable as a s...

en-gb

30:20

The Future of CX Isn’t AI. It’s Humans - UJET

CX Today ·

2026/09/01

In this CX Today interview, Rob Wilkinson speaks with Kristin King, Chief Customer Officer at UJET, and Tena Curic, Senior Customer Success Manager at UJET, about what they learned by spending time directly inside customer contact centers. Rather than relying only on dashboards, reports, or quarterly business reviews, the UJET team sat with agents and supervisors to understand how AI is actually affecting day-to-day service. They discuss why agents want AI to remove repetitive work, how poor ...

en-gb

21:49

Avaya’s AI Strategy Warning: CX Vendors Are Splitting...

CX Today ·

2026/08/31

Enterprise CX leaders face a difficult question: which AI strategies will deliver measurable customer and operational value, and which are simply buying time? In this CX Today interview, Rhys Fisher speaks with Zeus Kerravala, Principal Analyst at ZK Research, about how the customer experience AI market is beginning to separate into offensive and defensive camps. The conversation starts with Avaya, whose cautious approach to AI raises a bigger market question: can legacy vendors keep pace as ...

en-gb

14:25

Why AI-Only QA Still Leaves Support Leaders Doing the...

CX Today ·

2026/08/27

Support leaders are under pressure to improve customer experience, coach agents, manage technology, and keep operations moving. Yet quality assurance often becomes another task on an already overloaded list. In this CX Today interview, Rhys Fisher speaks with Ty Given, Founder and CEO at CX Collective, about why Quality as a Service could offer a more practical route for teams that need better QA insight without more admin. Given explains that running a support team can feel like running a sm...

en-gb

21:58

Your Customer Journey Analytics Are Broken – And...

CX Today ·

2026/08/13

In this CX Today interview, Rhys Fisher sits down with Ty Givens, Founder and CEO of CX Collective, and Simel Kara, CX Account Director for Digital Experience and Transformation at Effect Digital, to dig into why end-to-end journey visibility remains out of reach for most organizations — and why reaching for AI as the solution is likely making things worse. Simel frames the core issue around what he calls a missing "conductor" — organizations tend to have reasonable visibility within i...

en-gb

25:58

The AI Race Has a Customer Experience Problem

CX Today ·

2026/08/10

In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Muj Choudhury, CEO of RocketPhone.ai and former Salesforce Director, about the uncomfortable questions surrounding enterprise AI. As organizations race to deploy AI agents, Choudhury argues that bigger investments and flashier product names do not automatically produce better customer experiences. This is a candid conversation about data, workflow design, agent coaching, risk, and how to find AI use cases tha...

en-gb

24:57

How Vonage Is Rebuilding Agent Experience for a...

CX Today ·

2026/08/06

Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage, about how intelligent workspaces are reshaping the agent experience. Rodney explains why customer relationship management (CRM) fragmentation is becoming a major barrier for service teams, especially as organizations adopt more AI tools across the contact center. He explores how agents often become “human middleware,” switching between multiple CRMs, copying and pasting data, and trying to piece together ...

en-gb

15:09

HubSpot Got the Blame, But Does the Whole Industry...

CX Today ·

2026/08/04

The HubSpot data enrichment controversy generated plenty of heat. Alexi Hatch, CMO of Acoustic, is more interested in the light. Speaking with CX Today's Rhys Fisher, Hatch reframes the episode not as a one-company scandal but as a symptom of a wider industry habit she calls "signal debt" — the over-reliance on borrowed, static enrichment data that tells you what a contact's job title was last quarter but nothing about what they actually want today. "Piling on more enrichment and exter...

en-gb

55:15

Your Contact Center Could Be One Outage Away from...

CX Today ·

2026/08/03

Three CX leaders get brutally honest about why infrastructure resilience has become the boardroom problem nobody is prepared for. In this CX Today Roundtable discussion, Associate Editor Rhys Fisher is joined by Ty Givens (Founder and CEO of the CX Collective), Rhona Bradshaw (CX Consultant), and Mike Wehrs (COO, TieTechnology) to tackle one of the most underestimated risks in enterprise CX: infrastructure resilience. Most organizations assume their stack is resilient. Most are ...

en-gb

18:50

How CRM Vendor Attio Turned Intercom's Fin AI Agent...

CX Today ·

2026/08/03

AI agents are everywhere in the CX conversation, but this CX Today case study gets specific. Nicole Willing speaks with Will Jones, GTM Operations Associate at CRM vendor Attio, and Paul Adams, Chief Product Officer at Intercom, about how Attio deployed Intercom’s AI agent, Fin, as a sales development representative (SDR) to handle inbound sales engagement. Jones breaks down what drove the move, including the push to stay ahead of changing buyer expectations and the reality that static forms...

en-gb

21:27

Talkdesk Calls Out the AI Hype Machine – And Offers a...

CX Today ·

2026/08/03

Pedro Andrade discusses why most AI deployments fail, why your KPIs are lying to you, and how the Talkdesk CXA Operations Center changes the game Rhys Fisher, Associate Editor at CX Today, sits down with Pedro Andrade, VP of AI at Talkdesk, to dig into one of the most pressing challenges facing contact center leaders today: deploying AI at scale without flying blind. With AI agents now handling real customer interactions, the stakes have never been higher – and as Pedro makes cl...

en-gb

553 results

Similar Podcasts

Lead With AI

Tamara Nall

Double Tap

Steven Scott, Shaun Preece, Steven...

The Paul Barron Crypto Show

Paul Barron Network

BlockHash

BlockHash LLC

The Bitcoin Boomers

Gary Leland, Bob Burnett, Lawrence...