The Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask
In this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr , about how AI-generated answers are changing customer di...
Rob Wilkinson · 7 Sept 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
ServiceNow on the CX Shift Legacy CRM Can’t Handle
Rob Wilkinson speaks with Mark Ashton, VP Solution Consulting CRM, EMEA at ServiceNow , about why traditional CRM is no longer enough for modern customer exp...
Rob Wilkinson · 29 Jul 2026
Why Your Brand Is Invisible in AI Search and What Marketers Must Fix
How AI-generated answers, sentiment, and structured data are redefining brand visibility and customer discovery.
Francesca Roche · 13 May 2026
Human-First AI: Why SMBs Should Rebalance, Not Replace
Nathan Strum, CEO of Abby Connect, explains why SMBs should adopt a human-first AI strategy and why generative AI may increase CX costs.
Francesca Roche · 11 Mar 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
Trustworthy AI Without the Black Box
In this discussion, host Rhys Fisher sits down with James Scott, Senior Solutions Engineer for North America at Diabolocom , to unpack one of the most pres...
Rhys Fisher · 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
Redefining AI with Empathy & Agent Empowerment
In this interview, CX Today Deputy Editor Rhys Fisher sits down with Sahil Rekhi, CRO at Graia , to discuss how the company is reimagining customer experienc...
Rhys Fisher · 28 Oct 2025
Miratech on AI Mayhem: Five Big Mistakes Companies Are Making with AI
CX Today talks with Miratech's Erik Delorey about the costly mistakes companies keep making with AI, and what CX leaders should watch for before their next rollout.
Rhys Fisher · 19 Aug 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
Emodo & OneMagnify: AI, Acquisitions & the Future of Marketing
The marketing technology landscape continues to evolve rapidly, with strategic acquisitions reshaping how brands approach digital advertising and customer ex...
Floyd March · 23 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
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
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
Past Lessons, Future Focus: Navigating the AI Revolution with Content Guru
WATCH ON YOUTUBE As AI continues to transform customer experience, Content Guru is taking a unique approach by looking both backward and forward. In this exc...
Susie Harrison · 22 Apr 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
Transforming Contact Centers with AI: Insights and Innovations
Watch on YouTube Join Rhys Fisher, Deputy Editor at CX Today , as he chats with Chris Bardon, Chief Software Architect at ComputerTalk . Together, they delve...
Rhys Fisher · 27 Jan 2025
NVIDIA Introduces Its Latest Agentic AI Innovations, Teases What's to Come
Watch on YouTube. CX Today's Charlie Mitchell hosts a conversation reflecting on some of NVIDIA's big agentic AI innovations from January 2025. The conversat...
Charlie Mitchell · 24 Jan 2025
Cognigy "Revolutionizes" Customer Experience with AI (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison hosts Alan Ranger, VP Marketing at Cognigy , for a deep dive into his role, Cognigy and innovations in AI. Expect...
Susie Harrison · 28 Nov 2024
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
Context Summaries and Suggested Replies - a Deep Dive into Cisco’s AI-Powered CX Features
CX Today’s Tom Wright hosts Cisco’s Sudarshan Dharmapuri . In this session we discuss the following: 1) How AI is driving Cisco’s CX strategy 2) New features...
Tom Wright · 25 Oct 2024
‘Reimaging CX’ - How AI is Changing the Game for Cisco
CX Today's Tom Wright speaks to Cisco’s Jay Patel . In this session we discuss the following: 1) The Significance of Cisco’s new AI Agent 2) How Cisco’s AI A...
Tom Wright · 24 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
Contact Center AI: The Opportunities and Risks for Insurers
Watch on YouTube CX Today's Charlie Mitchell introduces a discussion about contact center AI, and the opportunities and risks for insurers. For this conversa...
Charlie Mitchell · 1 Oct 2024
Why You Still Need Your Agents In a World of GenAI
Watch on YouTube CX Today's Charlie Mitchell hosts Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom . In this session, we disc...
Charlie Mitchell · 30 Sept 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
Purpose-Built Gen AI for the Contact Center: Introducing ElevateAI by NICE (with Demos!)
Watch on YouTube CX Today's Charlie Mitchell hosts Ashley Griggs, Head of Sales and Strategic Partnerships at ElevateAI by NICE . After an introduction to El...
Charlie Mitchell · 17 Sept 2024
What’s New in Conversational Intelligence? The Rundown
Watch on YouTube CX Today's Charlie Mitchell hosts Nick Morris, Senior Product Manager at AssemblyAI . In this session, we discuss the following: Why is the ...
Charlie Mitchell · 21 Aug 2024
3 Use Cases for GenAI in Contact Center Quality Assurance (with Demos!)
Watch on YouTube. CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec . After an introduction to contact center Auto-QA, they di...
Charlie Mitchell · 30 Jul 2024
Friend or Foe? AI & the Contact Center Agent
Watch on YouTube. A 2023 study by Princeton University found that "contact center operators" top the list of occupations with the highest risk of being repla...
Charlie Mitchell · 23 Jul 2024
Big CX News - The Latest the Microsoft Dynamics 365 Contact Center, NICE MPower, & Salesforce
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 · 27 Jun 2024
How to Use GenAI to Improve Customer Service AND Cut Costs
Watch on YouTube. According to Gartner, the contact center is one of the top three business areas where enterprises want to deploy generative AI (GenAI). Rec...
Charlie Mitchell · 18 Jun 2024
AI In Customer Service: Lessons From A Leading CX Consultant & Analyst
CX Today's Charlie Mitchell hosts Dr. Natalie Petouhoff, a prominent customer experience analyst, author, & consultant. Broadcast from CCW 2024 in Las Vegas,...
Charlie Mitchell · 6 Jun 2024
Axos Bank Introduces a AI + Human Maturity Model for CX
CX Today's Charlie Mitchell hosts Pallavi Walawalkar, Head of Centers of Excellence at Axos Bank. Broadcast from CCW 2024 in Las Vegas, we consider Axos Bank...
Charlie Mitchell · 5 Jun 2024
Bright Pattern 'Gets Real' on AI and Agent Assist
Watch on YouTube. CX Today's David Dungay speaks to Michael McCloskey, CEO, Bright Pattern . In this session, we discuss the following: Where AI is having TH...
David Dungay · 15 May 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
Content Guru Confirms $150MN CCaaS Megadeal, the Biggest of 2023
Watch on YouTube. CX Today's Charlie Mitchell hosts Sean Taylor, CEO of Content Guru . In this session, Taylor shares the news that Content Guru secured the ...
Charlie Mitchell · 3 Apr 2024
5 Contact Center AI Challenges (and How to Overcome Them!)
Watch on YouTube. CX Today's Charlie Mitchell introduces five contact center AI challenges. To run through them and share solutions, he's joined by: Neeraj V...
Charlie Mitchell · 1 Apr 2024
AI the NICE Way: 3 Solutions Redefining CX
Watch on YouTube. CX Today's Charlie Mitchell hosts Elizabeth Tobey, Head of Marketing for Digital Solutions at NICE . After an introduction to the NICE En...
Charlie Mitchell · 28 Mar 2024
Generative AI In Conversational Analytics: A Demo & Discussion
Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Orti...
Charlie Mitchell · 12 Mar 2024
AI in Workforce Engagement Management: What You're Missing, and What’s Coming
Watch on YouTube. Watch our on-demand webinar, hosted by CX Today's Charlie Mitchell , Amy Roberge, Head of Global CX Solutions Engineering at Zoom , and Jua...
Charlie Mitchell · 22 Feb 2024
The Zoom Contact Center AI: 3 Must-Have Capabilities That'll Drive Rapid ROI
Watch on YouTube. Zoom is on a CCaaS innovation hot streak, releasing 600 features for its CCaaS platform in just 18 months. Many of those are AI-fuelled. Re...
Charlie Mitchell · 1 Feb 2024
AI in the Contact Center: The Opportunities, Risks, and Rewards
Watch on YouTube. CX Today's Charlie Mitchell hosts Michael McCloskey, CEO of Bright Pattern . After a quick introduction into Bright Pattern, they deep dive...
Charlie Mitchell · 29 Jan 2024
GenAI-Powered Virtual Agents: The Trend, Traps, and Solutions
Watch on YouTube. CX Today's Charlie Mitchell hosts Christoph Börner, Senior Director of Digital at Cyara . We discuss some of the trends, traps, and solutio...
Charlie Mitchell · 17 Jan 2024
Voice 2.0 and the Rise of Intelligent Voice in CX
Watch on YouTube. Discover the exciting frontier of Voice 2.0 and the rise of Intelligent Customer Experience (CX) in our recent webinar. Join Rob Scott from...
Rob Scott · 16 Jan 2024
Krisp Shows off AI That Changes the Accents of Contact Center Agents
Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of Krisp's new AI accent localization feature for contact center agents. He also speaks to Da...
Charlie Mitchell · 15 Jan 2024
Contact Centers In 2024: 6 Market Shifts to Watch Out For
Watch on YouTube. CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio . After a quick introduction to Sabio , we predict six s...
Charlie Mitchell · 22 Dec 2023
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
Why Successful Contact Centres Work Smarter, Not Harder
Watch on YouTube. CX Today's Kieran Devlin speaks to Ben Booth, CEO at MaxContact . In this session, we discuss the following: The key contact center trends ...
Kieran Devlin · 12 Dec 2023
Contact Center AI: Use Cases, Challenges, & Strategy Guidance
Watch on YouTube. CX Today's Charlie Mitchell is joined by Andy Dignan, Chief Operating Officer at Five9 , and Callan Schebella, Executive Vice President of ...
Charlie Mitchell · 12 Dec 2023
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
Generative AI for Contact Center Agents: Demos and a Discussion
Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of Zendesk's new generative AI solutions for contact center agents - live and virtual. He the...
Charlie Mitchell · 7 Dec 2023
The Latest Contact Center Innovations with Cirrus Response
Watch on YouTube. CX Today's Charlie Mitchell hosts Daniel Lloyd, Channel Director at Cirrus Response . We discuss the latest contact center innovations that...
Charlie Mitchell · 4 Dec 2023
Generative AI in the Contact Center: What's Possible Now, and What's Coming?
Watch on YouTube. CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru , and Zeus Kerravala, Founder and Principal Analyst at ZK Resea...
Charlie Mitchell · 27 Nov 2023
BIG CX News - The Latest on Cisco's New Contact Center Packages, GenAI In CX, & "CCaaS Deceleration"
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 · 9 Nov 2023
Generative Conversational AI: Ethical Guidelines for Customer Experience Teams
Watch on YouTube. CX Today's Charlie Mitchell hosts Diego Gosmar, Chief Innovation Evangelist at XCALLY . We discuss some of the ethics of deploying conversa...
Charlie Mitchell · 3 Nov 2023
BIG CX News - Dreamforce Special! The Latest on the Einstein 1 Platform, Copilot, & More
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from Dreamforce 2023. He's joined by four prominent CX analysts to dissect th...
Charlie Mitchell · 27 Sept 2023
BIG CX News - The Latest on the Salesforce & Genesys Joint Platform and Five9's Aceyus Acquisition
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 analys...
Charlie Mitchell · 13 Sept 2023
BIG CX News - The Latest on Microsoft Sales Copilot, Salesforce AI Cloud, and Zoom In WFM
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 · 11 Aug 2023