Hidden AI in the Contact Center: What the EU AI Act Means for CX Leaders
In this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital , abo...
Nicole Willing · 15 Sept 2026
The Future of CX Isn’t AI. It’s Humans
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,...
Rob Wilkinson · 25 Aug 2026
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the...
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
The End of 'Hold Please': How AI Guidance Is Fixing the Contact Center's Biggest CX Failure
Rob Scott meets up with Jonathan 'JR' Ranger, CCO at CallMiner , on the floor of CCW Vegas 2026 to talk through the company's newly announced Real-Time AI Gu...
Rob Scott · 24 Jun 2026
Five9 Explains How Human-in-the-Loop AI Drives Better CX Outcomes
In this CX Today interview, Nicole Willing speaks with Jonathan Rosenberg, Chief Technology Officer at Five9 , about the role of human-in-the-loop design in ...
Nicole Willing · 24 Jun 2026
The 2026 Compliance Survival Guide: Demystifying the EU AI Act
Rob Wilkinson is joined by Steve Blood, VP of Market Intelligence at Five9 , and Martyn Redstone , a consultant specialising in AI regulation. Together, they...
Rob Wilkinson · 14 Apr 2026
Inside Agentforce Contact Center: The New "AI Plus Human" Workforce
Salesforce SVP Gautam Vasudev explains why cost pressure is pushing adoption, but why cost-only thinking can backfire fast.
Rob Wilkinson · 26 Mar 2026
Build vs Buy: Why DIY AI Is A Bigger Risk To Customer Trust Than You Think
Building your own AI sounds like the smart, cost-effective move. But according to Jimmy Hosang, the reality is far messier.
Rob Wilkinson · 10 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
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
The Gritty Truth About AI Voice Agents & Human Empathy
In this interview, Deputy Editor Rhys Fisher sits down with Sharath Narayana, CEO and Co-Founder of Sanas , to unpack the challenges and opportunities surrou...
Rhys Fisher · 29 Oct 2025
IT Now Calls the Contact Center AI Buying Shots: So What?
Joining Charlie for this conversation are two leading experts: Wayne Butterfield, Partner for AI, Automation & Contact Center Transformation at ISG Christoph...
Charlie Mitchell · 22 Oct 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
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
Why CX Leaders Are Tired of AI That Doesn’t Work
Watch on YouTube In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive ...
Rhys Fisher · 28 Jul 2025
AI Solutions Have Never Been Better: Why Are Organizations Still Struggling with Adoption?
In this interview, Deputy Editor Rhys Fisher sits down with Collin Ehret, Senior Account Executive at Diabolocom , to dig into one of the biggest questions...
Rhys Fisher · 7 Jul 2025
Implementing Contact Center Copilots: 2degrees' Challenges, Lessons, and Best Practices
Watch on YouTube. CX Today's Charlie Mitchell hosts Wayne Anderson, General Manager of Digital Delivery at 2degrees . Anderson discusses how the popular tele...
Charlie Mitchell · 3 Jul 2025
RingCentral Shares All on RingCX: Early Successes, Latest Innovations, & Roadmap
Watch on YouTube After years of circling the CCaaS space, RingCentral is carving out a position with RingCX, a platform aimed at simplifying contact center d...
Charlie Mitchell · 26 Jun 2025
Cyber Acoustics Declares War on Outdated Headsets with Agent Assist
Watch on YouTube A new era for contact center training and live support – minus the analog mess. In this CX Today exclusive, Deputy Editor Rhys Fisher sits d...
Rhys Fisher · 13 May 2025
AI, Expansion, and Excellence: Diabolocom’s Global Growth Story
In this exclusive interview, CEO Frederic Durand dives into the company’s expansion strategy and cutting-edge AI innovations that are helping businesses boos...
Rhys Fisher · 28 Apr 2025
Diabolocom’s AI Revolution: Smarter Contact Centers, Happier Customers
Deputy Editor Rhys Fisher sits down with Jonathan Foureur, Head of AI at Diabolocom to explore the cutting-edge role of artificial intelligence in modern co...
Rhys Fisher · 24 Apr 2025
Why the Future of Contact Centers Is More Human Than You Think
Deputy Editor Rhys Fisher sits down with Stuart Dorman, Chief Innovation Officer at Sabio , to explore the game-changing potential of agentic AI in customer ...
Rhys Fisher · 23 Apr 2025
Agents, Supervisors, & Managers: How Is AI Impacting Key Contact Center Roles?
Watch on YouTube AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact. Recognizing thi...
Charlie Mitchell · 31 Mar 2025
How XCALLY Is Making AI Work in the Real World of CX
In this exclusive interview, CX Today's Deputy Editor Rhys Fisher speaks with Giuseppe Careri, Chief Technology Officer at XCALLY , who brings 14 years of ha...
Rhys Fisher · 24 Mar 2025
Your First Steps with Agentic AI in Customer Service
At Enterprise Connect 2025, attendees couldn't escape the term: "Agentic AI". Recognizing this, CX Today's Charlie Mitchell hosted Vinod Muthukrishnan, VP & ...
Charlie Mitchell · 21 Mar 2025
What Will the Contact Center Agent Role Look Like in 2030?
Watch on YouTube Steve Blood, VP of Market Intelligence and Evangelism at Five9 , shares his expert vision with host Charlie Mitchell on how the contact cent...
Charlie Mitchell · 13 Mar 2025
Real-Time Translation, Accent Smoothing & AI Agents – Krisp & CX Today Explore the Future of CX
Watch on YouTube Join Rhys Fisher, Deputy Editor at CX Today , as he delves into the future of AI in contact centers with Davit Baghdasaryan, Co-founder & CE...
Rhys Fisher · 27 Feb 2025
Key Takeaways from Cisco Live 2025 EMEA
Watch on YouTube. Join CX Today's Floyd March and Zeus Kerravala, Principal Analyst at ZK Research , as they explore the key takeaways from Cisco Live 2025 E...
Floyd March · 19 Feb 2025
Contact Center Trends for 2025: What's Hot and What's Not?
CX Today's Charlie Mitchell hosts Simon Adnett, VP of Sales - UK&I / EMEA at Enghouse Interactive . We introduce a host of contact center trends for 2025. Be...
Charlie Mitchell · 12 Feb 2025
Transforming Contact Centers with AI: Insights and Innovations
Watch on YouTube Join Rhys Fisher, Deputy Editor at CX Today , as he chats with Chris Bardon, Chief Software Architect at ComputerTalk . Together, they delve...
Rhys Fisher · 27 Jan 2025
NVIDIA Introduces Its Latest Agentic AI Innovations, Teases What's to Come
Watch on YouTube. CX Today's Charlie Mitchell hosts a conversation reflecting on some of NVIDIA's big agentic AI innovations from January 2025. The conversat...
Charlie Mitchell · 24 Jan 2025
5 Disruptive Use Cases for AI in Customer Experience
Watch on YouTube CX Today's Charlie Mitchell introduces five AI use cases for customer experience, with a specific focus on contact centers. To help run thro...
Charlie Mitchell · 21 Jan 2025
QA Automation - How Far Can We Push AI?
Watch on YouTube Rhys Fisher hosts Emmanuel Doubinsky, Product Director at Scorebuddy . The pair discuss how AI and automation are being used in the Quality ...
Rhys Fisher · 11 Dec 2024
How Can I Focus My Contact Center AI Strategy? Advice from AdventHealth
With lots of possible contact center AI use cases and models to mull over, creating a focused strategy is tricky. Thankfully, Michael Guerrero, Director of C...
Charlie Mitchell · 28 Oct 2024
Context Summaries and Suggested Replies - a Deep Dive into Cisco’s AI-Powered CX Features
CX Today’s Tom Wright hosts Cisco’s Sudarshan Dharmapuri . In this session we discuss the following: 1) How AI is driving Cisco’s CX strategy 2) New features...
Tom Wright · 25 Oct 2024
‘Reimaging CX’ - How AI is Changing the Game for Cisco
CX Today's Tom Wright speaks to Cisco’s Jay Patel . In this session we discuss the following: 1) The Significance of Cisco’s new AI Agent 2) How Cisco’s AI A...
Tom Wright · 24 Oct 2024
WebexOne 24: Umpqua Bank’s Lightning Move to the Cloud with Cisco
CX Today's Tom Wright interviews Cisco VP Vinod Muthukrishnan and Umpqua Bank’s Cameron Mitchell at WebexOne. They discuss: 1. The challenges Umpqua faced wi...
Tom Wright · 23 Oct 2024
Zeus Kerravala on Avaya's AI Story, Use Cases, & New CEO
CX Today's David Dungay hosts Zeus Kerravala, Principal Analyst at ZK Research . In this session, we discuss the following: Thoughts on Avaya's announcements...
David Dungay · 15 Oct 2024
RingCentral Introduces Its New AI Assist Solutions for RingCX
Watch on YouTube CX Today's Charlie Mitchell hosts Jim Payne, Director of Product Marketing for Customer Experience at RingCentral . They kick-off the conver...
Charlie Mitchell · 5 Sept 2024
Bright Pattern 'Gets Real' on AI and Agent Assist
Watch on YouTube. CX Today's David Dungay speaks to Michael McCloskey, CEO, Bright Pattern . In this session, we discuss the following: Where AI is having TH...
David Dungay · 15 May 2024
A Microsoft Teams Contact Center Demo: The Manager Experience
Watch on YouTube. CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies . We kickstart the conversation by discussing ho...
Charlie Mitchell · 16 Nov 2023
CX Predictions for the Remainder of 2023
Watch on YouTube. CX Today's Charlie Mitchell introduces eight predictions from CX experts, who share their thoughts on what the remainder of 2023 may bring....
Charlie Mitchell · 22 Feb 2023
Exploring Talkdesk Retail Experience Cloud
CX Today's Sandra Radlovački hosts Shannon Flanagan, VP of Global Industry Strategy, Retail & Consumer Goods, Talkdesk. In this session we discuss the follow...
Sandra Radlovački · 8 Jul 2022
Augmented Agents for Personalised CX
Watch on YouTube . CX Today's Rob Scott hosts Neil Titcomb, Managing Director at Odigo . In this session, we discuss the benefits of Agent Augmentation for p...
Rob Scott · 10 Feb 2021
Almost Human, Near Perfect - Why Google Contact Center AI is a Trail-Blazer
What makes Google’s AI-driven Contact Center a harbinger of the future? We explore, assess, and list why this could be a real differentiator.
Rob Scott · 20 Aug 2018