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
Why AI Is Not a Silver Bullet to Solve Broken Customer Journeys
AI customer journeys fail when automation is layered onto broken processes. Simon Thorpe explains why governance and workflows matter.
Nicole Willing · 17 Apr 2026
Why NFL Teams Are Struggling with Fan Engagement, And How to Fix It
Amperity's co-founder and CTO breaks down the messy reality of sports fan data, and how agentic AI is changing what teams can actually do.
Rhys Fisher · 8 Apr 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
From Announcements to Actual Conversations: Infobip's Blueprint for CX That Sticks
Most sports teams treat fan communication like a light switch. Game week? On. Off-season? Dark. But according to Emily Flanigan , Head of Marketing in the Am...
Rhys Fisher · 19 Feb 2026
Talkdesk Takes the Gloves Off: How Commerce Orchestration Is Fixing Broken Retail CX
Talkdesk’s Michael Klein explains how commerce orchestration, agentic AI, and CX automation help retailers turn customer service into a growth engine.
Rhys Fisher · 26 Jan 2026
Breaking Free from Cloud-Only CX Myths
Rhys Fisher sits down with Miguel Marcos, VP of Operations at Enghouse Interactive , to unpack one of the most pressing debates in customer experience: Is cl...
Rhys Fisher · 6 Nov 2025
Where Does Customer Journey Mapping Go Wrong?
To dig into the challenges and opportunities of customer journey mapping, Charlie is joined by: Katie Stabler, Founder of CULTIVATE Customer Experience by De...
Charlie Mitchell · 27 Oct 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
Is Your Approach to Dirty Data Killing Your AI Implementation?
In this insightful episode of CX Today, technology journalist Floyd welcomes Brian John Johnson from TechSee to tackle a critical challenge facing enterprise...
Floyd March · 16 Jun 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
Customer Contact Week 2024: What to Expect from the World's Largest Customer Contact Event
Watch on YouTube CX Today's Charlie Mitchell hosts Michael DeJager, Managing Director of Customer Contact Week . They preview the upcoming Customer Contact W...
Charlie Mitchell · 17 Apr 2024
Making the Case for Converging Customer and Employee Experiences
Watch on YouTube . CX Today's Charlie Mitchell hosts Jono Luk , Vice President of Product Management at Webex , discussing how businesses are converging CX a...
Charlie Mitchell · 22 Dec 2022
Puzzel Sets Out Its Social Responsibility Plans
Watch on YouTube . CX Today's Charlie Mitchell hosts Alberta Bosco, Product Marketing Director at Puzzel . In this session, we discuss the following: Puzzel'...
Charlie Mitchell · 25 Nov 2022
Making CEX Magical - Why Combining CX and EX is the Way Forward for Customer Experience Leaders
Watch and subscribe on YouTube. CX Today's Rob Scott hosts Gayathri Krishnamurthy, AVP, Product Marketing at RingCentral . It goes without saying that contac...
Rob Scott · 14 Sept 2022
The 2022 Global Consumer Trends Report with Bruce Temkin
In this session, we discuss the following four trends, uncovered within The 2022 Global Consumer Trends Report: Customers have had enough, and they are willi...
Charlie Mitchell · 11 Aug 2022
Inspiring Customer Engagement with Video
CX Today's Charlie Mitchell hosts Arne Bassez, VP of Business Management at Pexip . In this session, we consider how video is transforming CX, discussing: Vi...
Charlie Mitchell · 29 Apr 2022
Engaging Customers with Video
Watch and subscribe on YouTube. CX Today's Charlie Mitchell hosts Martin Taylor, Director of Content Guru . In this session, we consider the future of video ...
Charlie Mitchell · 26 Apr 2022
Utilising AI in the Workplace
Watch on YouTube In this session we discuss the following: Ways AI is being utilised today How AI is being applied to all data to help consumers today Advice...
Carly Read · 26 May 2021