At CCW Nashville, IAA and Five9 shared how an employee-first, AI-enabled contact centre strategy increased digital engagement, reduced case backlogs and improved NPS. The transformation shows why agent experience, trusted data and strategic partnerships are central to modern CX.
Sophie Wilson · 15 Oct 2026
Sanas Supervised AI enables contact centres to scale AI-led customer conversations while keeping a human supervisor in control. Announced at CCW Nashville, the platform allows supervisors to oversee up to four live AI calls, intervene instantly and preserve customer context.
Sophie Wilson · 14 Oct 2026
Dan Womack, VP of Software at GetixHealth, tells CX Today why the medical billing company chose Webex Contact Center two years ago for its roadmap, how AI tools are helping it reach more patients, and why patients will decide where its virtual agents go next
Marcus Law · 14 Oct 2026
Tata Communications' Gaurav Anand explains how to tell when an AI pilot is ready for production, what touchless resolution looks like in practice, how to make AI-to-human handoffs truly seamless, and where enterprises should start when scaling AI without breaking what already works
Rhys Fisher · 14 Oct 2026
Vinod Muthukrishnan, VP and GM of Webex Customer Experience, tells CX Today how Dialog gives AI agents the relationship context and staying power to keep working on a customer's behalf long after the conversation ends, and how Cisco plans to keep them accountable
Marcus Law · 7 Oct 2026
Bluecrest moved beyond sampled calls and manual dispositions to analyze every customer interaction. Its experience shows how contact centers can use AI to uncover customer intent, challenge internal assumptions, improve service journeys, and build a stronger foundation for automation.
Rhys Fisher · 5 Oct 2026
ISG’s Research Director, Keith Dawson, says the contact center is becoming a customer engagement hub, forcing buyers to weigh AI governance, context, quality automation, and IT alignment alongside vendor rankings. The practical test is whether platforms now fit the operating model the business needs
Rob Wilkinson · 1 Oct 2026
As AI agents handle more routine customer service and experience queries, voice is becoming the channel for urgent and complex issues. Zendesk’s new real-time translation feature could remove language barriers, but accuracy and trust remain the real test.
Rhys Fisher · 29 Sept 2026
Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage , about how intelligent workspaces are reshaping the agent experience...
Rob Wilkinson · 6 Aug 2026
In this CX Today interview, Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO at Content Guru , about the market forces reshaping contact c...
Nicole Willing · 27 Jul 2026
A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually look...
Rob Scott · 20 Jul 2026
Public sector transformation does not move on hype alone. It moves under pressure, scrutiny, and long-term delivery demands. This conversation explores what ...
Rob Wilkinson · 9 Jul 2026
Casio's Mike Bagala on replacing legacy infrastructure with RingCentral and using AI for agent quality control
Rob Scott · 7 Jul 2026
Cityside Fiber's Andrew Rios on rising customer expectations, why coachability beats skills, and tips for CX leaders starting their AI journey
Sophie Wilson · 2 Jul 2026
Cresta CMO Russel Banzon on why AI agents work best alongside humans and how synthetic customers will transform enterprise CX
Sophie Wilson · 2 Jul 2026
CMP Research's Nicole Kyle on the three customer contact crises of 2026: fragmented data, failing self-service, and AI change mismanagement
Rob Scott · 1 Jul 2026
In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of Product Management at AudioCodes , about the practical reality of moving Voice AI ...
Marcus Law · 25 Jun 2026
UJET's Baker Johnson argues that Salesforce's Agentforce contact center push risks deepening vendor lock-in rather than solving it.
Rob Wilkinson · 11 Jun 2026
CX Today’s Rhys Fisher sits down with Rupert Adair, Director of Product Management at Enghouse Interactive . The cloud migration era has run its course, but ...
Rhys Fisher · 9 Jun 2026
Is your board expecting AI ROI in six months while your contact centre needs eighteen? You're not alone — and that gap is producing some genuinely bad decisi...
Rob Scott · 3 Jun 2026
At Cisco Live 2026, Cisco pulled back the curtain on a suite of AI-native tools designed to help organizations orchestrate, secure, and manage a blended work...
Rhys Fisher · 2 Jun 2026
Openreach's NPS was below zero. Missed appointments were rife. Here's how NiCE Cognigy's proactive AI agents turned that around.
Rhys Fisher · 21 May 2026
COMMfusion's Blair Pleasant breaks down the NiCE HMRC CCaaS deal, covering hyperscalers, the Capgemini factor, and the 8-year contract.
Rhys Fisher · 11 May 2026
Zeus Kerravala and Dave Michels debate whether Salesforce's Agentforce Contact Center is a genuine step forward for CX or a new layer of risk.
Rob Wilkinson · 8 May 2026
When travel runs smoothly, customer experience rarely gets noticed. When it breaks down, trust is tested fast. In this CX Today interview, Nicole Willing sit...
Nicole Willing · 30 Apr 2026
PSTN shutdown pushes CX teams to rethink networks, latency and observability as AI voice reshapes performance
Rhys Fisher · 23 Apr 2026
Discover how a unified CX platform uses AI to deliver real-time insights, smarter routing, and personalized customer experiences.
Nicole Willing · 15 Apr 2026
Always-on service isn’t just CX - it’s a commercial decision. Ross Telfer explains how service failures drives churn and hidden revenue loss.
Rob Wilkinson · 10 Apr 2026
FCC offshore call center regulation could reshape enterprise CX, compliance, and AI adoption, says ZK Research’s Zeus Keravala.
Rhys Fisher · 9 Apr 2026
Explore how voice AI and CCaaS platforms are transforming contact centers through automation and scalable voice infrastructure.
Nicole Willing · 7 Apr 2026
How Sun River Health modernized its contact center using AI and RingCentral to reduce employee friction, improve first‑call resolution, and deliver better patient experiences.
Rob Scott · 12 Mar 2026
Alex Mead explains why CX is broken, where AI helps, and how leaders can rebuild CSX.
Rob Wilkinson · 16 Feb 2026
In this CX Today interview, Associate Editor, Rhys Fisher, speaks with Sundeep Boughan, Director of Sales Engineering at Puzzel , to unpack findings from the...
Rhys Fisher · 12 Feb 2026
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 ...
Rhys Fisher · 4 Feb 2026
Waiting on hold has become a cultural meme for a reason. People now experience “instant” everywhere else, food deliveries, banking, streaming. So when suppor...
Rob Wilkinson · 2 Feb 2026
Steve Blood, VP of Market Intelligence at Five9 , exposes the hidden dangers lurking within legacy contact center systems. While many CX leaders view moderni...
Rob Wilkinson · 29 Jan 2026
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'...
Rob Scott · 27 Jan 2026
In this episode of CX Today, host Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications , to explor...
Christopher Carey · 21 Jan 2026
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 cent...
Charlie Mitchell · 8 Jan 2026
Many brands claim 24/7 customer service, but AI-only overnight support is creating frustrated customers, burned-out agents, and operational backlogs.
Rob Wilkinson · 6 Jan 2026
12 CX analysts, vendors, and practitioners share their biggest customer experience predictions for 2026, from agentic AI to data governance and personalization at scale.
Rhys Fisher · 23 Dec 2025
Rob Scott and Zeus Kerravala discuss the end of the per-seat model. Discover why AI agents are disrupting contact center economics at AWS re:Invent.
Rob Scott · 5 Dec 2025
In this interview, Sprinklr’s VP of Product Management explains how a platform-led approach is redefining customer experience by uniting contact center, conv...
Rob Scott · 24 Nov 2025
Joseph Kelly , Solutions Architect at Miratech , shares a practical “lift and shine” mindset: transition what works, minimise disruption for agents and custo...
Rhys Fisher · 4 Nov 2025
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 experienc...
Rhys Fisher · 28 Oct 2025
CX Today's Charlie Mitchell talks with Mitel's Paul Hughes and Nick Hanna about the real challenges and opportunities facing public sector contact centers.
Charlie Mitchell · 22 Oct 2025
Watch on Youtube In this interview, Deputy Editor Rhys Fisher sits down with Steve Nattress, VP of Product Management at Enghouse Interactive , for a gritty ...
Rhys Fisher · 21 Oct 2025
This month’s lineup includes: Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wettemann...
Charlie Mitchell · 15 Oct 2025
CX Today's Charlie Mitchell hosts analysts Zeus Kerravala and Liz Miller to unpack the surprises and missing visionaries in Gartner's 2025 CCaaS Magic Quadrant.
Charlie Mitchell · 6 Oct 2025
Nate Brown, Head of Education & Enablement at Metric Sherpa, shares his WebexOne 2025 insights on AI, Connected Intelligence, and the balance between automation and human empathy in customer experience.
Rob Scott · 2 Oct 2025
Salesforce and Cisco Webex unveil a deeper Salesforce–Webex Contact Center integration at WebexOne 2025. Discover how Connected Intelligence, agent experience, and pragmatic agentic AI will shape the future of customer service.
Rob Scott · 2 Oct 2025
At WebexOne 2025, Cisco’s Vinod Muthukrishnan reveals how Webex Customer Experience is redefining AI Quality Management, AI Agents, and integrations with Salesforce, Amazon Lex, and Epic. Discover how “Connected Intelligence” is transforming supervisors, agents, and customer journeys.
Rob Scott · 2 Oct 2025
Discover how Valeris is transforming healthcare contact centres with Cisco Webex Contact Center. In this WebexOne 2025 interview, VP Tommy Walker shares how AI-first innovation is driving better patient experiences and empowering agents with empathy.
Rob Scott · 30 Sept 2025
CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET. The duo explores changing contact center metrics, AI, and orchestration, discu...
Charlie Mitchell · 24 Sept 2025CCW Europe's continental flagship moves to Taets Art and Event Park in Amsterdam, October 12-14, 2027. The organizer says the 2027 edition opens a new chapter at an expanded venue on Amsterdam's North Sea Canal, for senior customer experience and service leaders.
An invitation-only Customer Management Practice forum for senior CX, customer contact, and operations leaders in banking, financial services, and insurance, April 26-28, 2027, at The Omni Fort Lauderdale.
An invitation-only Customer Management Practice forum for senior CX and customer contact leaders, February 22-24, 2027, at the Hyatt Regency Mission Bay Spa and Marina in San Diego. Official themes include emerging technology, personalized journeys, and where human support still matters.
