Why 100% Interaction Analysis is the New Contact Center Standard
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
Avaya’s AI Strategy Warning: CX Vendors Are Splitting Fast
Zeus Kerravala of ZK Research joins CX Today to discuss which CX vendors are leading on AI, where Avaya stands, and what buyers should watch next.
Rhys Fisher · 31 Aug 2026
The AI Race Has a Customer Experience Problem
RocketPhone.ai CEO Muj Choudhry explains why AI customer experience projects need trusted data, human oversight, and clear business outcomes.
Rhys Fisher · 10 Aug 2026
Inside Intelligent Workspace: How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era
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
Moving Beyond Legacy Contact Centers to Future-Proof CX: What Enterprise Buyers Need to Know
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
Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI
Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom , to unpack why the virtual agent category is l...
Rhys Fisher · 8 Jul 2026
Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment
Jeannie Walters and Dr. Alyona Medelyan analyze nearly 2,000 airline reviews to reveal why airline CX breaks down.
Rhys Fisher · 2 Jul 2026
From Reactive to Agentic: What an AI Native Contact Centre Actually Looks Like
In this CX Today interview, Rob Wilkinson speaks with Jonathan Barouch, GM of Contact Center at Zendesk , about what “AI-native” and “agentic” actually mean ...
Rob Wilkinson · 29 Jun 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
Tool Overload is Killing Your Contact Center from the Inside Out
Mitel's Stuart Aldridge on why contact center agents juggling 10-14 tools on a live call is a CX problem, not just an IT one.
Rhys Fisher · 12 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
CX AI Needs Outcomes, Not Tokens
Kustomer CEO Brad Birnbaum explains why deflection rates and handle time are no longer enough, and how CX leaders should be measuring AI.
Rob Wilkinson · 10 Jun 2026
Is Zoom the Most Interesting Company in CX Right Now? Zeus Kerravala Thinks So
ZK Research analyst Zeus Kerravala breaks down Zoom's shift from video meetings tool to AI-powered system of action — and what it means for CX
Rhys Fisher · 8 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
Keep Your Contact Center AI Stack Flexible Without Vendor Lock In
In this CX Today interview, Nicole Willing speaks with Rhys Harris, AI Product Director at Content Guru , about what AI lock in actually looks like in practi...
Nicole Willing · 26 May 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
The Agentic AI Era Has Arrived! AI Agents and Their Role in CX
The agentic AI era has arrived, and customer experience is leading the charge. But what does that actually mean for enterprises trying to plan, prioritise,...
Nicole Willing · 2 Apr 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
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 Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily
Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. W...
Rob Scott · 14 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
CX Today's 12 Trends of Christmas: Expert Predictions for 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
The Customer Journey Black Hole: How a Unified Platform Illuminates the Unseen
Watch host Christopher Carey sit down with Gaurav Anand, VP and Head of Customer Interaction Suite at Tata Communications , to explore one of the most pressi...
Christopher Carey · 15 Dec 2025
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
What If You Could Evaluate Every Customer Interaction?
Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive , to explore how automation and AI are revolutionizing the worl...
Rhys Fisher · 4 Dec 2025
Meeting Regulations and Earning Trust in a Data-Rich CX World
The contact center has quietly become the most data-intensive function in modern business. What started as simple call logging has evolved into a complex eco...
Rob Scott · 25 Nov 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
Why Mobile CX Is the New Power Move for Contact Centers
Diabolocom's James Scott reveals how Mobile CX is transforming customer interactions to drive measurable ROI.
Rhys Fisher · 5 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
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
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
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
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
The Latest on Salesforce & ServiceNow's $1.5BN Genesys Investment, NiCE-Cognigy, Five9's Departures
Watch on YouTube. CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space. Five prominent CX analysts jo...
Charlie Mitchell · 7 Aug 2025
Puzzel on AI's Goldmine: Unlocking Real Contact Center Value with Conversational Intelligence
CX Today's Rhys Fisher talks with Puzzel's Jesper Jønsson about how conversational intelligence turns everyday contact center conversations into real business value.
Rhys Fisher · 6 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
NiCE Secures a Big CCaaS Win with TalkTalk, Enjoys a Spike in Sovereign Cloud Deployments
Watch on YouTube. CX Today's Charlie Mitchell hosts Darren Rushworth, President of NiCE International. The two recap on NiCE's release of Mpower Agents, with...
Charlie Mitchell · 2 Jul 2025
NiCE Interactions International: Everything You Can Expect from the Must-Attend CX Event
Watch on YouTube. CX Today’s Charlie Mitchell sits down with Simon Broadbent, SVP UKI & SAIL at NiCE , to preview one of the contact center industry’s bigges...
Charlie Mitchell · 27 Jun 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
Zoom Introduces Its Latest WEM Release, New ServiceNow & Salesforce Integrations
Beyond Auto-QA, workforce engagement management (WEM) has seen little in the way of cutting-edge innovation over the past five years. As such, contact center...
Charlie Mitchell · 23 Jun 2025
80% of Tech Specialists Make These Common Mistakes that Make Them Regret their CCaaS Decision
Watch on YouTube CCaaS solutions promise efficiency and scalability, but many tech specialists unknowingly make a few common but critical mistakes that lead ...
Floyd March · 19 Jun 2025
NiCE Interactions 2025: A Review w/ Barry Cooper
Watch on YouTube. Barry Cooper, President of the CX Division at NiCE , headlined Day Three at Interactions 2025. He stopped by the NiCE media desk after his ...
Charlie Mitchell · 19 Jun 2025
Content Guru on Gartner's Latest CCaaS Study, Converging CCaaS-CDP
Content Guru has achieved a remarkable milestone in customer satisfaction, standing out as the only vendor in Gartner's latest CCaaS Peer Insights report wit...
Charlie Mitchell · 19 Jun 2025
Customer Experience Design: Don't Use Tech to Do Old Things In New Ways
Watch on YouTube. Reimagining customer experiences doesn't mean leveraging tech to do old things in new ways. Instead, it's about considering each journey an...
Charlie Mitchell · 18 Jun 2025
NiCE on Its New Snowflake, ServiceNow, & AWS Partnerships, Previews Interactions 2025
Watch on YouTube NiCE Interactions is back for 2025, and Elizabeth Tobey, VP of Marketing at NiCE , joined CX Today's Charlie Mitchell for a last-minute even...
Charlie Mitchell · 17 Jun 2025
Five9 Introduces Agentic CX, Pinpoints Its Differentiators
At CCW 2025, Five9 unveiled Agentic CX, its latest AI-powered solution designed to revolutionize contact center operations. In an exclusive interview with CX...
Charlie Mitchell · 16 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
Customer Contact Week 2025: A Preview of the World's Largest Contact Center Event
Watch on YouTube. CX Today's Charlie Mitchell hosts Mario Matulich, President of the Customer Management Practice . Matulich discusses what to expect from th...
Charlie Mitchell · 2 Jun 2025
Why Does Traditional CCaaS Pricing Need to Evolve?
Watch on YouTube CX Today's Charlie Mitchell hosts a conversation about the different CCaaS pricing models available to contact centers. To weigh up the pros...
Charlie Mitchell · 29 May 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
The Next Big CCaaS Consideration: Is My Provider FedRAMP High Accredited?
Content Guru has secured a significant competitive advantage by becoming the first full-stack CCaaS provider to achieve FedRAMP High certification - the high...
Charlie Mitchell · 8 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