Interview
Why AI-Only QA Still Leaves Support Leaders Doing the Heavy Lifting
Ty Givens, Founder and CEO at CX Collective, explains how Quality as a Service helps support teams improve QA, coaching, and customer experience.
Rhys Fisher · 28 Aug 2026
Interview
Supporting Human CX Agents In An AI Era
Danny Wareham, Founder and Lead Psychologist at Firgun, joins CX Today to discuss how contact center leaders can support agents through AI change, avoid costly adoption failures, and unlock hidden value in their CX data.
Rob Wilkinson · 25 May 2026
Interview
Modernizing the Contact Center with AI: Rebecca Wettemann on Rethinking Metrics, Handoffs, and Agent Experience
Valoir Principal Rebecca Wettemann explains why legacy contact center metrics like AHT and FCR no longer work.
Rob Wilkinson · 10 Feb 2026