The Call That Cost a Fortune
Every CX leader's nightmare: the one call that went catastrophically wrong . In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Va...
Rob Scott · 30 Dec 2025
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
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
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 Next Generation Virtual Agent: An Inside Look
Watch on YouTube. CX Today’s Charlie Mitchell hosts Jodi Reuven, a Senior Product Marketing Manager at Zoom. The duo presents a deep dive into Zoom’s next-ge...
Charlie Mitchell · 26 Jun 2025
Agents in Action: Moving from Chatbots to Real Operational Impact
AI agents are evolving far beyond simple chatbots to become the operational backbone of next-generation customer service. In this exclusive interview, CX Tod...
Susie Harrison · 18 Jun 2025
The Latest on Avaya Trimming Its Customer Base & Google's Bot That Calls Customer Service for You
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts...
Charlie Mitchell · 25 Feb 2025
Copilots & Virtual Agents: Where Should They Fit in Your CX Strategy?
Watch on YouTube CX Today's Rhys Fisher hosts Felix Winstone, Co-Founder & CEO at Talkative , as they discuss the role of generative AI (GenAI) in the custom...
Rhys Fisher · 27 Jan 2025
Will AI Agents Take Over Customer Service? Likewize's CXO Has His Say
For years, media outlets have spewed a narrative of bots taking over customer service and replacing contact center agents. Those predictions always seemed fa...
Charlie Mitchell · 25 Oct 2024
From Passive Algorithms to Active Agents: The Rise of Agentic AI
Watch on YouTube CX Today's Susie Harrison hosts Jon Burg, VP Strategy at TechSee , for a discussion on the rise of agentic AI. In this session, we cover: Wh...
Susie Harrison · 24 Oct 2024
AI Demystified! Customer Service Bots & Beyond (with a Demo)
Watch on YouTube CX Today's Charlie Mitchell introduces a beginner's discussion about contact center AI. For this conversation, he's joined by two industry e...
Charlie Mitchell · 17 Oct 2024
Challenges & Opportunities: What Has 2024 Taught Us About AI in Contact Centers?
Watch on YouTube CX Today's Charlie Mitchell hosts Steve Blood, VP of Market Intelligence and Evangelism at Five9 . We reflect on 2024, considering the chall...
Charlie Mitchell · 23 Sept 2024
Klarna's Bot Does the Work of 700 Full-Time Contact Center Agents. Could Yours?
Watch on YouTube. CX Today's Charlie Mitchell hosts Tatum Bisley, Product & Technology Evangelist at Cirrus . We break down the recent news of Klarna's OpenA...
Charlie Mitchell · 8 Apr 2024
The Latest on Oracle's New Communications Platform, High-Profile Chatbot Fails, & HubSpot
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts...
Charlie Mitchell · 29 Feb 2024
The Zoom Contact Center: 5 Features That Stand Out
Watch on YouTube. Zoom released 600 features for its CCaaS platform in just 18 months. Yet, some of those stand out more than others. Recognizing this, we go...
Charlie Mitchell · 2 Jan 2024
Getting Started with Contact Center AI
Watch on YouTube. CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance . We discuss how contact centers can get started with AI, considering: Tom's re...
Charlie Mitchell · 22 Dec 2023
AI Will Change Contact Centers: New Research Reveals How
Watch on YouTube. CX Today's Charlie Mitchell hosts Matthew Jones, Product Manager at EvaluAgent . We reflect on new research conducted by contact center ana...
Charlie Mitchell · 27 Nov 2023
A ChatGPT-Powered Voicebot Demo and Conversation with the Microsoft Engineer
Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of a voicebot that combines Azure’s new Open AI platform with Azure Communication Services Ca...
Charlie Mitchell · 16 Feb 2023
Analyzing the Conversational AI Landscape with Bradley Metrock
Watch on YouTube. CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. In this session, we discuss: Bradley's Conversation...
Charlie Mitchell · 13 Feb 2023
The Future of Voice
Watch and subscribe on YouTube . CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer, Sabio . In this session, we assess the future of ...
Charlie Mitchell · 6 Oct 2022
Zendesk Discusses Its Latest CRM Innovations
Watch and subscribe on Youtube . In this session, we explore the latest CRM innovations from Zendesk, discussing: A rundown of the new Zendesk CRM capabiliti...
Charlie Mitchell · 13 May 2022
Inspecting the Gartner Magic Quadrant for Conversational AI
Watch and subscribe on Youtube . In this session, we debate the Gartner Magic Quadrant for Enterprise Conversational AI 2022, discussing: The problem with ho...
Charlie Mitchell · 29 Mar 2022
Puzzel's CEO Talks CCaaS Innovation and Growth
Watch on Youtube . In this session we discuss the following: Frederic Laziou, CEO, Puzzel - professional and company bio What topics and trends are dominatin...
Rob Scott · 19 May 2021
Artificial Intelligence meets Emotional Intelligence
Watch on YouTube . In this session: The difference between AI and machine learning The similarities between algorithms and human logic How AI can compliment ...
Clare Muscutt · 4 May 2021
Avaya to Demonstrate Social Platform for Chatbots at GITEX 2018
Avaya set to launch world-first chatbot social platform at GITEX 2018 next week.
Rob Scott · 8 Oct 2018
Avaya Ava: Customer-Focused and Communication-Oriented
Avaya joins an exciting chatbot market, with Ava - a dedicated tool for contact centre efficiency. What’s more, it offers social media mining as well, giving you a holistic look at customer chatter.
Rob Scott · 3 Oct 2018
Reimagining the Customer Journey – Why Kate Could Make a Difference
Kate by Genesys brings a unique approach to chatbot technology, called Blended AI. Merge multiple bots/AI-capabilities into a one-stop-shop for CX enhancement.
Rob Scott · 21 Sept 2018
Smarter, Sharper, and People-Savvy: Why Amazon Lex is a Game-Changer
Built for seamless integration with the impressive AWS Suite, Amazon Lex could be a powerful tool. But here’s the catch - it’s not an easy-to-deploy chatbot.
Rob Scott · 18 Sept 2018
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
Avaya Oceana Review: Putting Customer Experience at the Heart of DX
Rapid changes in technology have left many businesses in a state of flux when it comes to their IT infrastructure. So common is this experience that it has e...
Ian Taylor · 22 Sept 2017
Enghouse Interactive Review: A Partner for the Omni-Channel Shake-Up
For the traditional call centre operator, the emergence of multi-channel communications into the customer service space has represented a major disruption.
Ian Taylor · 15 Sept 2017
Avaya Oceana Review - the multi-channel CRM replacement?
Building on its experience delivering integrated contact centre platforms as part of its IP Office and Aura products, Oceana sees the Californian giant take a big step into the world of customer relationship management (CRM) software.
Ian Taylor · 22 Feb 2017