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
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
The College of Health Care Professions (CHCP) on How Its Transforming Student Experiences
Watch on YouTube. The College of Health Care Professions (CHCP) strives to help students gain the knowledge, skills, and proficiency needed to take entry-lev...
Charlie Mitchell · 23 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
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
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
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
Call and Contact Centre Expo 2024: A Preview
Watch on YouTube. CX Today's Rhys Fisher hosts David Juniper, Group Director at ROAR B2B . They preview the upcoming Call and Contact Centre event that takes...
Rhys Fisher · 26 Nov 2024
Contact Centers! Are You Ignoring the Elephant In the Room?
In the contact center space, it's easy to ignore the elephant in the room: the obvious issues holding us back but that we choose to avoid. Recognizing this, ...
Charlie Mitchell · 28 Oct 2024
Customer Contact Week Nashville: Top Takeaways w/ Citizens Bank
Customer Contact Week Nashville 2024 offers CX leaders the chance to watch keynotes, engage in workshops, and connect with their peers. Cheryl China, SVP of ...
Charlie Mitchell · 25 Oct 2024
Blending AI, Digital, and Humans Experiences: Lessons from Nationwide's CX Strategist
CX Today's Charlie Mitchell hosts Torrin Webb, Customer Experience Strategist at Nationwide. Broadcast from CCW 2024 in Nashville, we discuss how to best ble...
Charlie Mitchell · 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
Dave Michels on Avaya's Key Launches and Future Relevancy
Watch on YouTube. CX Today's David Dungay spoke to prominent analyst Dave Michels, Founder of TalkingPointz . In this session we discuss the following: How A...
David Dungay · 16 Oct 2024
Customer Experience Design: Removing Friction from Customer Journeys - #CXTrends24
Watch on YouTube. CX Today's Charlie Mitchell hosts Todd Unger, Chief Experience Officer at the American Medical Association . The video forms part of our Bi...
Charlie Mitchell · 1 Jul 2024
MaxContact Builds "Useful AI" for Contact Centers (Big CX Update 2024)
Watch on YouTube. CX Today's Charlie Mitchell hosts Ben Booth, CEO of MaxContact. The video forms part of our Big CX Updates series, where we find out all th...
Charlie Mitchell · 1 Jul 2024
Proactive & Predictive Customer Support: How Lenovo Achieved It (CX Trends)
Watch on YouTube. CX Today's Charlie Mitchell hosts Rebecca Achariyakosol, Executive Director of Global Product Services Strategy, Portfolio & Product Manage...
Charlie Mitchell · 1 Jul 2024
The AudioCodes Voca Conversational Interaction Center Goes Omnichannel (Big CX Update 2024)
Watch on YouTube. CX Today's Charlie Mitchell hosts Gidi Adlersberg, Head of the Voca CIC Business Line at AudioCodes. The video forms part of our Big CX Upd...
Charlie Mitchell · 1 Jul 2024
UJET Helps Companies Reimagine Their Use of AI in Customer Experience (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Anand Janefalkar, Founder and CEO of UJET. The video forms part of our Big CX Update series, where we fi...
Susie Harrison · 1 Jul 2024
Omnichannel: Could GenAI Offer the Silver Bullet? (CX Trends)
Watch on YouTube. Susie Harrison, Senior Content Editor , joined Kevin Shatzkamer, Managing Director of Google Cloud’s Conversational Applied AI Engineering ...
Susie Harrison · 1 Jul 2024
Virtual Agents: Avoiding the Pitfalls of Integrating Bots - #CXTrends24
Watch on YouTube. CX Today's David Dungay hosts Shameem Smillie, Head of Product Enablement - Apps, Vonage . The video forms part of our CX Trends series, wh...
David Dungay · 1 Jul 2024
Connect, Extend and Power your Contact Center with Microsoft Teams (CX Trends)
Watch on YouTube. CX Today's David Dungay hosts Gidi Adlersberg, Director, Voca CIC Business, Audiocodes . The video forms part of our CX Trends series, wher...
David Dungay · 1 Jul 2024
Enghouse Interactive Pledges to Solve “Real World Problems" with AI (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison meets Paul Stanczak, Sales Leader at Enghouse. The video forms part of our Big CX Update series, where we find ou...
Susie Harrison · 1 Jul 2024
8x8 Sees "Huge Appetite" for AI & Automation, Introduces Engage (Big CX Update 2024)
Watch on YouTube. CX Today's Charlie Mitchell hosts Chris Angus, VP of Contact Center Engagement, 8x8. The video forms part of our Big CX Updates series, whe...
Charlie Mitchell · 1 Jul 2024
Avaya on Simplifying Its Product Names & Its Roadmap (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Soren Abildgaard, CTO at Avaya. The video forms part of our Big CX Update series, where we find out all ...
Susie Harrison · 1 Jul 2024
AI in the Mid-Market: Driving Better Customer Service Experiences - #CXTrends24
Watch on YouTube. CX Today's David Dungay hosts Frederic Laziou, CEO, Puzzel . The video forms part of our CX Trends series, where we deep dive into a series...
David Dungay · 1 Jul 2024
Conversational Intelligence: Uncovering Insights for Better CX Outcomes - #CXTrends24
Watch on YouTube. CX Today's Susie Harrison talks to Peter Isaacson, CMO of Invoca . The video forms part of our Big CX Trends series, where we deep dive int...
Susie Harrison · 1 Jul 2024
CPaaS: Delivering Faster, Stronger, & Better CX (CX Trends)
Watch on YouTube. CX Today's David Dungay hosts Jay Patel, Webex CPaaS Solutions at Cisco. The video forms part of our CX Trends series, where we deep dive i...
David Dungay · 1 Jul 2024
Five9 on the “Runaway Success” of Its AI Summaries Solution (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Jonathan Rosenberg, Chief Technology Officer and Head of AI at Five9. The video forms part of our Big CX...
Susie Harrison · 1 Jul 2024
Puzzel on Launching Its CX Platform & the Second SaaS Wave (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Thomas Rødseth, Chief Product Officer at Puzzel. The video forms part of our Big CX Update series, where...
Susie Harrison · 1 Jul 2024
evaluagent Unveils Its Predictive NPS Score (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Ben Cave, Product Director at evaluagent , for the latest in our Big CX Update series. The video forms p...
Susie Harrison · 1 Jul 2024
ULAP on Smart Exchange & Avoiding Expenditure on Unused SaaS Apps (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Ryan Perry, General Manager at ULAP. The video forms part of our Big CX Update series, where we find out...
Susie Harrison · 1 Jul 2024
MiaRec Introduces a Prompt Designer to Enhance Contact Center GenAI (Big CX Update 2024)
Watch on YouTube. CX Today's Charlie Mitchell hosts Gennadiy Bezkorovayniy, CEO of MiaRec. The video forms part of our Big CX Update series, where we find ou...
Charlie Mitchell · 1 Jul 2024
CRM: 5 Trends Tearing Through the Market - #CXTrends24
Watch on YouTube. CX Today's Charlie Mitchell hosts Ramprakash Ramamoorthy, Director of AI Research at Zoho . The video forms part of our Big CX Trends serie...
Charlie Mitchell · 1 Jul 2024
Agent Experience: The Secrets to an Engaged Contact Center Team - (CX Trends)
Watch on YouTube. CX Today's David Dungay hosts Matt Mckernan, SVP, Content Guru . The video forms part of our CX Trends series, where we deep dive into a se...
David Dungay · 1 Jul 2024
Intermedia Rethinks Contact Center Sentiment Analysis, Discusses Its Roadmap (Big CX Update 2024)
Watch on YouTube. CX Today's Charlie Mitchell hosts Robert Oscanyon, Senior Director of Product Marketing for CCaaS at Intermedia. The video forms part of ou...
Charlie Mitchell · 1 Jul 2024
LLMs: The Misconceptions, Implementation Strategies, & Benefits - #CXTrends24
Watch on YouTube. CX Today's Senior Content Editor Susie Harrison meets Cresta CEO Ping Wu. They deep dive on the use of LLMs in knowledge centers, discussin...
Susie Harrison · 1 Jul 2024
Generative AI: Customer Experience Strategies (CX Trends)
Watch on YouTube. CX Today's Susie Harrison is joined by Luke Moore, Chief Revenue Officer at Chattermill . The video forms part of our Big CX Trends series,...
Susie Harrison · 1 Jul 2024
AssemblyAI Introduces Its Next-Gen Speech AI Models & What Sets Them Apart (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Christy Roach , who is VP of marketing at AssemblyAI, for the latest in our Big CX Update series. The vi...
Susie Harrison · 1 Jul 2024
Contact Center AI: Are Specialized Bots the Future? - #CXTrends24
Watch on YouTube. CX Today's Charlie Mitchell hosts Jaime Meritt, Chief Product Officer at Verint. The video forms part of our Big CX Trends series, where we...
Charlie Mitchell · 1 Jul 2024
CallTower Shares Its Successes, Roadmap, and Industry Trends (Big CX Update 2024)
Watch on YouTube. In this video for our Big CX Update Series, CX Today's Charlie Mitchell hosts William Rubio, Chief Revenue Officer at CallTower. After an i...
Charlie Mitchell · 1 Jul 2024
Service, Sales, & Marketing: How to Unite Your Customer-Facing Teams - #CXTrends24
Watch on YouTube. CX Today's Charlie Mitchell hosts Chris Pennington, Chief Customer Officer at SugarCRM . The video forms part of our Big CX Trends series, ...
Charlie Mitchell · 1 Jul 2024
Content Guru’s Agent Assist AI set for "Hockey Stick Growth" (Big CX Update 2024)
Watch on YouTube. CX Today's Charlie Mitchell hosts Sean Taylor, CEO of Content Guru. The video forms part of our Big CX Update series, where we find out all...
Charlie Mitchell · 1 Jul 2024
G2 Winter Report for CCaaS 2024: Bright Pattern on Its Successes (Big CX Update 2024)
Watch on YouTube. CX Today's Charlie Mitchell hosts Michael McCloskey, CEO of Bright Pattern. The video forms part of our Big CX Updates series, where we fin...
Charlie Mitchell · 1 Jul 2024
ComputerTalk on Its Contact Center AI & Analytics Innovations (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Jean-Nicolas Robitaille, VP of Product Management at ComputerTalk Technology , for the latest in our Big...
Susie Harrison · 1 Jul 2024
The Modern Contact Center: An Expert View (CX Trends)
Watch on YouTube. CX Today's Charlie Mitchell hosts Vasili Triant, Chief Operating Officer at UJET . The video forms part of our Big CX Trends series, where ...
Charlie Mitchell · 1 Jul 2024
RingCentral Shares its CCaaS Differentiators, Showcases RingCX
Watch on YouTube CX Today's Charlie Mitchell hosts RingCentral's John Finch, Global VP of Product Marketing in CX, & Danita Belcher, VP of Worldwide Contact ...
Charlie Mitchell · 7 Jun 2024
Introducing a New Browser That Guarantees a 20% Uplift in Contact Center Productivity
Watch on YouTube. CX Today's Charlie Mitchell hosts Mazy Dar, CEO of Here (formerly Openfin) . Here launched its Enterprise Browser at CCW 2024, promising a ...
Charlie Mitchell · 6 Jun 2024
Zoom on Its 246% Spike In Contact Center Deals & the Third Wave of CCaaS
Watch on YouTube. CX Today's Charlie Mitchell hosts Chris Morrisey, Head of CX Sales at Zoom . Broadcast from CCW 2024 in Las Vegas, we first discuss Zoom's ...
Charlie Mitchell · 6 Jun 2024
‘We Had to Bite the Bullet’ - How this BPO Revamped its Siloed Contact Centre
Watch on YouTube. CX Today's Tom Wright hosts Nigel Mansfield, Standard Focus. In this interview from Avaya Engage we discuss the latest AXP innovations, and...
Tom Wright · 17 May 2024
Avaya’s New Product Marketing VP on Latest AXP Innovations
Watch on YouTube CX Today's Tom Wright hosts Giselle Bou Ghanem, VP Product Marketing at Avaya. In this interview from Avaya Engage we discuss the latest AXP...
Tom Wright · 15 May 2024
BIG CX News - Enterprise Connect 2024: The Roundup ft. Five9, Cisco, Salesforce & More
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five9 prominent CX analyst...
Charlie Mitchell · 5 Apr 2024
Ground Your AI Strategy on Data, Says Salesforce Exec
Watch on YouTube. In an exclusive interview from Enterprise Connect 2024, Rob Scott of CX Today speaks with Ryan Nichols, Chief Product Officer of Service Cl...
Rob Scott · 28 Mar 2024
Champions Take the Stage: Announcing CX Awards 2024 Winners!
The CX Awards celebrates the very best in customer experience innovation and leadership. Each year, it gets bigger, with more entrants, categories, and eyes ...
Charlie Mitchell · 29 Feb 2024
The CX Awards 2024: Revealing Our Dazzling Finalists!
Set a reminder to watch the final CX Awards 2024 From CCaaS to CRM, there are hundreds of vendors across the vast world of customer experience tech. As such,...
Charlie Mitchell · 15 Feb 2024
AWS re:Invent 2023 - Catching Up on All the Contact Center News
Watch on YouTube. CX Today's Charlie Mitchell hosts Pasquale DeMaio, VP of Amazon Connect . In this session, we review all the contact center news from AWS r...
Charlie Mitchell · 11 Dec 2023
CX Predictions 2024: 11 Experts Have Their Say
CX Today has launched a CX Predictions series for 2024, sharing golden snippets of insight from 11 of the customer experience industry's most prominent figur...
Charlie Mitchell · 6 Dec 2023
Zoom Crowned King of UC at UC Awards; Is CCaaS Next?
Watch on YouTube. Welcome to Our Exclusive Interview at Zoomtopia 2023 with Vi Chau, Head of Product for Zoom Phone and Zoom Contact Center . Will Zoom be th...
Rob Scott · 8 Nov 2023
Growth Will Be the Indicator of Masarek's Success at Avaya
Watch on YouTube CX Today's David Dungay hosts Zeus Kerravala, Founder of ZK Research on day three of GITEX Global 2023. In this discussion, Zeus reflects on...
David Dungay · 18 Oct 2023
The Women in CX Conference: A Customer Experience Event With a Twist
Watch on YouTube CX Today's Charlie Mitchell hosts Clare Muscutt, Founder and CEO of Women in CX . In this session, we introduce the Women in CX conference, ...
Charlie Mitchell · 5 Oct 2023
Avaya Launches Avaya Customer Experience Services
Avaya Professional Services has been rebranded to Avaya Customer Experience Services (ACES), alongside a shift in focus towards AI, cloud, and digital techno...
Tom Wright · 20 Jun 2023