Cresta's CMO on the Unified AI Workforce - and Why Synthetic Customers Are the Next Big Thing
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
What's Keeping CX Leaders Up at Night? CMP's Nicole Kyle Has the Data
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
The Reality of Voice AI in the Contact Centre: From Pilot to Production
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
Salesforce Agentforce Heats Up the Consolidation Fight, UJET Says It Could Backfire
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
Why Cloud-First CX Is No Longer Enough
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
Your Board Wants ROI in Six Months - Your Contact Center Needs Eighteen
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
Cisco: The AI Chatbot Era Is Dead – Here's What Comes Next
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 Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
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
NiCE's $670M HMRC Megadeal – Is Enterprise CCaaS Now a Two-Horse Race?
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
Is Agentforce Contact Center the Fix for CX Fragmentation, or a New Risk Layer?
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
Why “Chatbot Walls” Kill Trust in Travel CX, Concentrix Explains
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
Why CX Teams Can't Afford to Ignore the Network Layer Any Longer
PSTN shutdown pushes CX teams to rethink networks, latency and observability as AI voice reshapes performance
Rhys Fisher · 23 Apr 2026
How AI in the Contact Center is Powering Real-Time Insights, Smarter Agents & Better ROI
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, Still Losing Revenue: The Board Slide That Links Degraded CX to Churn
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
The FCC's Offshore Call Center Crackdown Could Be the Shock That Fixes a Broken Industry
FCC offshore call center regulation could reshape enterprise CX, compliance, and AI adoption, says ZK Research’s Zeus Keravala.
Rhys Fisher · 9 Apr 2026
How Cloud Voice AI Is Reviving the Contact Center in 2026
Explore how voice AI and CCaaS platforms are transforming contact centers through automation and scalable voice infrastructure.
Nicole Willing · 7 Apr 2026
Why Sun River Health Fixed Employee Friction Before Fixing Patient Experience
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
Why Customer Service Experience Is Getting Worse (and How Leaders Can Fix It) | Alex Mead
Alex Mead explains why CX is broken, where AI helps, and how leaders can rebuild CSX.
Rob Wilkinson · 16 Feb 2026
AI Hype Is Over – Now Contact Centers Need Results
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
The AI Arms Race: Uncovering the Billion-Dollar Shift in Contact Centers
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
The Death of Hold Music Why Waiting on the Line Is Over
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
The Hidden Cost of Doing Nothing: What Legacy Systems Really Cost CX Leaders
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
Who's Really Calling? The Rise of AI Customers
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
Big CX Update: How Tata Communications Is Transforming Customer Interactions with AI
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
The Webex Contact Center: 5 Capabilities You Won't Find Elsewhere
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
The ‘Always On’ Myth: Why Your After-Hours Strategy is Failing Customers
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
Why Wall Street is Suddenly Nervous About Your Contact Center Vendor
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
The Platform Advantage: How Sprinklr Is Redefining CCaaS for the Next Era of CX
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
The Truth About CCaaS Migrations
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
Redefining AI with Empathy & Agent Empowerment
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
Public Sector Contact Centers: The Current State of Play
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
The Biggest AI Mistakes CX Leaders Can’t Afford to Make
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
The Latest on ServiceNow AI Experience, Qualtrics' $6.75MN PG Forsta Acquisition, & More
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
Analyzing the Gartner Magic Quadrant for CCaaS 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
Connected Intelligence and the End of the Drudge Work, Says Nate Brown
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
Why the Future of AI in CX Depends on Leaders Who Can Say ‘No’
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
No More Boxes: Webex’s Open Approach to Customer Experience Integration
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
Smarter Conversations, Healthier Outcomes: Valeris’ Webex Contact Center Story
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
Deflection Is NOT a Contact Center AI Strategy. This Is
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 2025
How CX Leaders Can Win in a Hyper-Dynamic Market
In the latest edition of The Big CX Update, Rhys Fisher sits down with Paul Stanczak, VP of Sales at Enghouse Interactive , to explore the challenges and opp...
Rhys Fisher · 24 Sept 2025
Where Should My Contact Center Invest In AI? This Test Will Tell You
CX Today’s Charlie Mitchell welcomes Wajih Kazmi, Senior Product Marketing Manager at RingCentral , to discuss the company's new AI Maturity Assessment. The ...
Charlie Mitchell · 22 Sept 2025
Stop Blaming Agents: The Real Culprit Behind Poor CX
Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics , to dive into a topic often overlooked but absolutely mission-critical: audio quality in the...
Rhys Fisher · 18 Sept 2025
AI at the Core: Zendesk’s Bold Vision for the Future of Contact Centers
Watch on YouTube Introduction: Contact centers have seen disruption before—but nothing like this. In this forward-looking conversation, Rob Scott speaks with...
Rob Scott · 15 Sept 2025
From UCaaS to CX Powerhouse: How CallTower Is Redefining CCaaS Delivery
Watch on Youtube In this episode of CX Today, host Kieran Devlin sits down with William Rubio, Chief Revenue Officer at CallTower , and Joe Bigio, SVP of CCa...
Kieran Devlin · 10 Sept 2025
Who Leads the CCaaS Space in 2025?
CX Today's Charlie Mitchell and analyst Zeus Kerravala break down who's leading the CCaaS market in 2025, and who's falling behind.
Charlie Mitchell · 4 Sept 2025
Can AI Solve Accent Bias in CX? The Ethics of Voice Tech
CX Today sits down with Sanas to explore whether AI accent translation can smooth customer interactions without erasing cultural identity in the process.
Guest Blogger · 2 Sept 2025
Sabio’s Big CX Update: AI, Customer-Centricity & The Future of Contact Centers
CX Today's Rhys Fisher hosts this episode of The Big CX Update with Sabio, digging into AI, customer-centricity, and what's next for contact centers.
Rhys Fisher · 1 Sept 2025
Content Guru on Its Cloud Contact Center Differentiators, Wins, & Vision (Big Update)
Watch on YouTube. CX Today's Charlie Mitchell introduces a rundown of everything Content Guru, a prominent global contact center provider. And who better to ...
Charlie Mitchell · 29 Aug 2025
AI’s New Role: From Job Threat to Agent Co-Pilot
CX Today's Rhys Fisher talks with ComputerTalk's Mackenzie Ellis about why AI is becoming an agent's co-pilot rather than the job threat many still fear.
Rhys Fisher · 20 Aug 2025
What Is Pulse 360? An Introduction to the Cyara CX Assurance Engine
Watch on YouTube CX Today’s Charlie Mitchell welcomes Janet Vito, SVP of Marketing at Cyara . The pair explore Pulse 360, Cyara’s CX Assurance engine that pr...
Charlie Mitchell · 18 Aug 2025
Why Government Contact Centers Are Embracing AI – And What Comes Next
Watch on YouTube In this CX Today video interview, Deputy Editor Rhys Fisher speaks with Kyle Birker, Head of Sales Operations at ComputerTalk , about the ra...
Rhys Fisher · 12 Aug 2025
The Six Innovations Behind Cyara's Next-Gen Platform
Watch on YouTube Join Floyd March in this insightful conversation with Cyara's Christoph Börner , as they unpack the launch of Cyara’s new platform designed ...
Guest Blogger · 4 Aug 2025
How AI Is Revolutionizing Modern Contact Centers
Watch on YouTube In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy . The pair dive d...
Rhys Fisher · 30 Jul 2025
Mastering the CX Trifecta: Satisfaction, AI, and Scale
CX Today's Charlie Mitchell introduces three customer experience priorities to keep top of mind in 2025. To run through them, he's joined by: Garry Gormley, ...
Charlie Mitchell · 29 Jul 2025