Meet Your New Teammates: How AI Agents are Blending into the Hybrid Workforce
The line between human and machine collaboration is becoming increasingly blurred in the digital workplace. AI agents - once seen as basic chatbots or passiv...
Susie Harrison · 30 Jun 2025
Agents in Action: Moving from Chatbots to Real Operational Impact
AI agents are evolving far beyond simple chatbots to become the operational backbone of next-generation customer service. In this exclusive interview, CX Tod...
Susie Harrison · 18 Jun 2025
How Conversational AI is Transforming the Modern Contact Center
Contact centers have become a critical battleground for businesses striving to deliver exceptional customer experiences. At the forefront of this transformat...
Susie Harrison · 11 Jun 2025
UCaaS Meets CCaaS: Transforming Enterprise Communications
Join Susie Harrison as she sits down with William Rubio, Chief Revenue Officer at CallTower , to explore the powerful convergence of UCaaS (Unified Communica...
Susie Harrison · 5 Jun 2025
Reducing CX Friction: How CallTower Uses Conversational AI to Personalize Support
The contact center landscape is rapidly evolving, with conversational AI emerging as a transformative technology that is reshaping the way businesses interac...
Susie Harrison · 7 May 2025
Past Lessons, Future Focus: Navigating the AI Revolution with Content Guru
WATCH ON YOUTUBE As AI continues to transform customer experience, Content Guru is taking a unique approach by looking both backward and forward. In this exc...
Susie Harrison · 22 Apr 2025
UC & Contact Center Consolidation Is Accelerating – Here’s What’s Driving It
Customers are increasingly looking for providers that can offer a comprehensive suite of UC and contact center capabilities, not just individual products. Th...
Susie Harrison · 16 Apr 2025
Revolutionizing CX: Uncovering Hidden Opportunities in the Evolving Landscape
Watch on YouTube In this interview, Miratech's Matthew Ainsworth dives deep into the current state of CX and the dynamic opportunities emerging in this rapid...
Susie Harrison · 15 Apr 2025
AI in CX: Balancing Innovation, Regulation, and Human Touch
WATCH THE YOUTUBE VIDEO Joel Neeb, Chief Transformation and Business Operations Officer at 8x8, shares valuable insights on the evolving relationship between...
Susie Harrison · 14 Apr 2025
Returnuary Is Real - and It's a Retail Nightmare
The 2025 holiday shopping season may be a while away, but for retailers, the real challenge often begins in January - what many now dub "Returnuary." With sh...
Susie Harrison · 10 Apr 2025
Big CX Update: Miratech
Watch on YouTube CX Today's Head of Content Susie Harrison hosts Matthew Ainsworth, Chief Revenue Officer at Miratech , for a deep dive into his professional...
Susie Harrison · 27 Mar 2025
Seeing Is Believing: How Visual Intelligence Transforms Customer Experience
We all know the saying that "a picture is worth a thousand words." It's not just a cliché - it's supported by research. Studies have demonstrated that images...
Susie Harrison · 17 Feb 2025
Case Study: Car Finance Broker Accelerates Growth with Contact Center Platform Improvements
A rapidly growing company is a great challenge to face. However, the systems that once supported its initial market entry often struggle to keep up with sust...
Susie Harrison · 5 Feb 2025
AI’s Evolving Role in the Contact Center
If 2024 was the year of AI – not much is set to change in the year or so ahead. AI is reshaping the contact center landscape – transforming a largely reactiv...
Susie Harrison · 21 Jan 2025
What to Consider When Choosing an On-Prem or Private Cloud Solution
The great on-premise vs private cloud contact center debate. Both options have their unique strengths and challenges. On-premise contact centers, with their ...
Susie Harrison · 10 Jan 2025
What Is Agentic AI?
Agentic is a type of artificial intelligence that is designed to act autonomously, making decisions and taking actions towards a specific goal. Passive – or ...
Susie Harrison · 3 Jan 2025
Redefining Customer Experience in a Digital Age
Expectations in the CX space have never been higher. All employees in customer-facing roles are under pressure from customers and their organizations to achi...
Susie Harrison · 23 Dec 2024
How Agentic AI is Empowering Human Agents and Redefining Service Standards
Agentic is a type of artificial intelligence that is designed to act autonomously, making decisions and taking actions towards a specific goal. Agentic AI is...
Susie Harrison · 16 Dec 2024
Addressing New Challenges in CX through Partnership
CX Today 's Susie Harrison hosts Hussam Dwairi, CTO at 2P Perfect Presentation to explore his company's partnership with Bright Pattern . In this session, we...
Susie Harrison · 16 Dec 2024
Contact Centers in 2025: How to Build Next Year’s Success Today
Watch on YouTube 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 th...
Susie Harrison · 4 Dec 2024
A Day in the Life of a Contact Center Leader
CX Today recently spoke with Martin Green, a contact center operations manager at the Whistl Group , to get a behind-the-scenes look at his typical workday. ...
Susie Harrison · 2 Dec 2024
Inside Cognigy's "Revolutionary" Agentic AI: The Future of Conversational Automation
Watch on YouTube CX Today's Susie Harrison hosts Sebastian Glock, Director of Product Marketing at Cognigy , to delve into agentic AI and its possibilities f...
Susie Harrison · 29 Nov 2024
Cognigy "Revolutionizes" Customer Experience with AI (Big CX Update 2024)
Watch on YouTube. 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...
Susie Harrison · 28 Nov 2024
The Power of Partnership in Elevating CX
CX Today 's Susie Harrison hosts Dave Hampton, Head of Managed Services at Ultima Business Solutions , to explore their evolutionary and mutually beneficia...
Susie Harrison · 22 Nov 2024
Exploring the Next Big Trends in CX
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 t...
Susie Harrison · 13 Nov 2024
Essential Technologies Shaping the Future of Contact Centers
While AI is poised to play an increasingly central role, the optimal balance between AI and human agents remains a critical consideration.
Susie Harrison · 7 Nov 2024
Harnessing the Power of Data in Contact Centers
Watch on YouTube CX Today's Susie Harrison hosts Matt Yates, VP Engineering at MaxContact . In this session, we cover: Harnessing the huge volumes of data av...
Susie Harrison · 30 Oct 2024
From Passive Algorithms to Active Agents: The Rise of Agentic AI
Watch on YouTube CX Today's Susie Harrison hosts Jon Burg, VP Strategy at TechSee , for a discussion on the rise of agentic AI. In this session, we cover: Wh...
Susie Harrison · 24 Oct 2024
Optimizing Your AI Agents for CX Success
Self-service is no longer a ‘nice to have’. Customers expect a premium level of service from contact centers that enables them to quickly have their call rou...
Susie Harrison · 23 Oct 2024
Evaluating CCaaS Platforms – Top Tips on Finding the Best Fit Solution
Watch on YouTube CX Today's Susie Harrison hosts Anand Viswanathan, AVP & Global Head of CCaaS, Tata Communications . In this video, Anand shares his top tip...
Susie Harrison · 17 Oct 2024
Blazing a Trail: Why Voice (yes really) is the Hottest Thing in Digital Channels
While many CX industry pundits called the death of voice as much as four years ago, the channel is still going strong. Digital channels and asynchronous mess...
Susie Harrison · 15 Oct 2024
Customer Research Strategy that Delivers Optimal Customer Experiences
Watch on YouTube CX Today's Susie Harrison hosts Rema Nasif, Managing Director of Strategy at OneMagnify . In this session, we discuss: What's top of mind fo...
Susie Harrison · 9 Oct 2024
Exploring the Transformative Power a Best-in-Category Tech Stack can have on Customer Support
Watch on YouTube CX Today's Susie Harrison hosts EvaluAgent CCO James Marscheider and Archit Kumar, Partnerships Manager at Assembled . In this episode, we c...
Susie Harrison · 30 Sept 2024
Unlimited Possibilities for Service Providers in Conversational AI
Cloud-based artificial intelligence was supercharged following the COVID-19 pandemic, as consumers increasingly wanted a self-service option when interacting...
Susie Harrison · 26 Sept 2024
How to Navigate the Transition from On-Premise to Cloud Contact Centers
Watch on YouTube CX Today's Susie Harrison joined Puzzel CEO Frederic Laziou to discuss the transition from on-premise to cloud. In this conversation we cove...
Susie Harrison · 19 Sept 2024
How Personal AI Agents Are Set to Transform CX
Watch on YouTube CX Today's Susie Harrison hosts Malte Kosub, CEO and Co-Founder of Parloa . In this episode, we consider: Market changes in customer support...
Susie Harrison · 18 Sept 2024
Is AI the Silver Bullet for Contact Centers? Unpacking the Myths and Realities
Securing UC without AI There is no escaping mentions of AI in the contact center. Across all technologies, it’s the hottest topic of the last two years – and...
Susie Harrison · 29 Aug 2024
Solving Customer Pain Points with Asynchronous Communication in the Contact Center
Explaining Asynchronous Communication Asynchronous communication is the exchange of information when participants do not need to be present or engaged simult...
Susie Harrison · 28 Aug 2024
Avoiding the Top Self-Service Pitfalls to Deliver an Exceptional Customer Experience
Self-service has undoubtedly been a boon in CX. The benefits are numerous. Aside from the clear increases in efficiency, 24/7 availability and consistency – ...
Susie Harrison · 22 Aug 2024
5 Workforce Engagement Metrics You Need to Be Tracking
Watch on YouTube CX Today's Susie Harrison hosts Sam Peters, Head of Customer Success at Assembled , to cover the workplace engagement metrics you need to be...
Susie Harrison · 19 Aug 2024
Cognigy Shares Plans for AI Workforce of the Future Post Funding Round
Watch on YouTube. CX Today's Susie Harrison hosts Cognigy CEO Philip Heltewig to discuss the company's plans for AI investments. In this video, they cover: T...
Susie Harrison · 1 Jul 2024
UJET Helps Companies Reimagine Their Use of AI in Customer Experience (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Anand Janefalkar, Founder and CEO of UJET. The video forms part of our Big CX Update series, where we fi...
Susie Harrison · 1 Jul 2024
Omnichannel: Could GenAI Offer the Silver Bullet? (CX Trends)
Watch on YouTube. Susie Harrison, Senior Content Editor , joined Kevin Shatzkamer, Managing Director of Google Cloud’s Conversational Applied AI Engineering ...
Susie Harrison · 1 Jul 2024
Enghouse Interactive Pledges to Solve “Real World Problems" with AI (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison meets Paul Stanczak, Sales Leader at Enghouse. The video forms part of our Big CX Update series, where we find ou...
Susie Harrison · 1 Jul 2024
Avaya on Simplifying Its Product Names & Its Roadmap (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Soren Abildgaard, CTO at Avaya. The video forms part of our Big CX Update series, where we find out all ...
Susie Harrison · 1 Jul 2024
Conversational Intelligence: Uncovering Insights for Better CX Outcomes - #CXTrends24
Watch on YouTube. CX Today's Susie Harrison talks to Peter Isaacson, CMO of Invoca . The video forms part of our Big CX Trends series, where we deep dive int...
Susie Harrison · 1 Jul 2024
Five9 on the “Runaway Success” of Its AI Summaries Solution (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Jonathan Rosenberg, Chief Technology Officer and Head of AI at Five9. The video forms part of our Big CX...
Susie Harrison · 1 Jul 2024
Puzzel on Launching Its CX Platform & the Second SaaS Wave (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Thomas Rødseth, Chief Product Officer at Puzzel. The video forms part of our Big CX Update series, where...
Susie Harrison · 1 Jul 2024
evaluagent Unveils Its Predictive NPS Score (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Ben Cave, Product Director at evaluagent , for the latest in our Big CX Update series. The video forms p...
Susie Harrison · 1 Jul 2024
ULAP on Smart Exchange & Avoiding Expenditure on Unused SaaS Apps (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Ryan Perry, General Manager at ULAP. The video forms part of our Big CX Update series, where we find out...
Susie Harrison · 1 Jul 2024
LLMs: The Misconceptions, Implementation Strategies, & Benefits - #CXTrends24
Watch on YouTube. CX Today's Senior Content Editor Susie Harrison meets Cresta CEO Ping Wu. They deep dive on the use of LLMs in knowledge centers, discussin...
Susie Harrison · 1 Jul 2024
Generative AI: Customer Experience Strategies (CX Trends)
Watch on YouTube. CX Today's Susie Harrison is joined by Luke Moore, Chief Revenue Officer at Chattermill . The video forms part of our Big CX Trends series,...
Susie Harrison · 1 Jul 2024
AssemblyAI Introduces Its Next-Gen Speech AI Models & What Sets Them Apart (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Christy Roach , who is VP of marketing at AssemblyAI, for the latest in our Big CX Update series. The vi...
Susie Harrison · 1 Jul 2024
ComputerTalk on Its Contact Center AI & Analytics Innovations (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Jean-Nicolas Robitaille, VP of Product Management at ComputerTalk Technology , for the latest in our Big...
Susie Harrison · 1 Jul 2024
HCLTech Implemented Amazon Connect, Now It's Helping Other Enterprises Deploy the CCaaS Platform
In early 2021, HCLTech started using Amazon Connect - a pay-as-you-go omnichannel cloud contact center - for new B2B call center customers. Over the next 18 ...
Susie Harrison · 21 Jun 2024
Why Is India the Next Hotspot for CCaaS Vendors?
The Indian call center market – also known for being a Business Process Outsourcing (BPO) hub – is a key player globally, having experienced significant grow...
Susie Harrison · 5 Jun 2024