The Future of Customer Support Gets Visual – and Real
Rhys Fisher sits down with Zac Scalzi, Director of Sales at Cobrowse , and Ian Roberts, Director of Care Operations & Technologies at Quicken Inc . Together,...
Rhys Fisher · 24 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
Team Leader Burnout Risk: How Martin Teasdale Built a 683 Member Community to Fight Back
With 683 members across multiple countries, the Team Leader Community is addressing the coaching gaps, burnout risks, and support deficits that contact center operations worldwide are struggling with.
Thomas Walker · 22 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
Amazon Connect: Turning the "Sorry about that" Department into the "You might like this" Department
AWS re:Invent 2025: Ayesha Borker and Jack Hutton show how Amazon Connect uses 25 years of retail AI to transform contact centers from cost centers into revenue drivers.
Rob Scott · 4 Dec 2025
UJET Acquires Spiral: Rewriting the CX AI Rulebook
UJET isn’t just buying tech — it’s buying a new blueprint for customer care. In this must-watch interview, Baker Johnson CBO at UJET explains how Spiral’s AI...
Rob Scott · 4 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
The Flight Simulator for Agentic AI: Navigating Observability in Amazon Connect
AWS re:Invent 2025: Mike Wallace explains how Amazon Connect acts as a "Flight Simulator" for Agentic AI—enabling safe testing, observability, and guardrails.
Rob Scott · 3 Dec 2025
Amazon Connect Removes the Fear of AI deployment for Contact Center Leaders
AWS re:Invent 2025: Keith Ramsdell reveals how Amazon Connect's new autonomous agents, Nova Sonic voices, and simulation tools remove the fear of AI deployment.
Rob Scott · 2 Dec 2025
AWS re:Invent: You Don’t Have to Choose Between Human and Agentic
Is the future 100% AI or Human? Amazon Connect VP Pasquale DeMaio reveals why you don't have to choose. Explore Agentic AI updates from AWS re:Invent 2025.
Rob Scott · 2 Dec 2025
From Feedback to Financial Impact – The ROI of Unified Experience Management
Rob Scott sits down with Josie Gaeckle, Senior Vice President of Client Insights at SMG , to break down how Unified Experience Management is turning data int...
Rob Scott · 1 Dec 2025
Hardware v Software: The Security Showdown Shaping the Future of Noise Cancellation
Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics , for a no-nonsense deep-dive into one of the most overlooked security debates in modern cust...
Rhys Fisher · 27 Nov 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
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
How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses
Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy , to unpack how the world of Quality Assurance (QA) is being redefined by AI and con...
Rhys Fisher · 6 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
Why 95% of AI Pilots Fail – and How to Be the 5% That Wins
Rhys Fisher sits down with Will Penn, Senior Sales Engineer at Puzzel , to unpack one of the most talked-about trends in customer experience: AI co-pilots. W...
Rhys Fisher · 4 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
The Gritty Truth About AI Voice Agents & Human Empathy
In this interview, Deputy Editor Rhys Fisher sits down with Sharath Narayana, CEO and Co-Founder of Sanas , to unpack the challenges and opportunities surrou...
Rhys Fisher · 29 Oct 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
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
IT Now Calls the Contact Center AI Buying Shots: So What?
Joining Charlie for this conversation are two leading experts: Wayne Butterfield, Partner for AI, Automation & Contact Center Transformation at ISG Christoph...
Charlie Mitchell · 22 Oct 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
Inside Operata: The Rise of CX Observability for AI-Powered Contact Centers
As someone who has felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Oper...
Rob Scott · 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
The Latest on ServiceNow AI Experience, Qualtrics' $6.75MN PG Forsta Acquisition, & More
This month’s lineup includes: Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wettemann...
Charlie Mitchell · 15 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
Connected Intelligence and the End of the Drudge Work, Says Nate Brown
Nate Brown, Head of Education & Enablement at Metric Sherpa, shares his WebexOne 2025 insights on AI, Connected Intelligence, and the balance between automation and human empathy in customer experience.
Rob Scott · 2 Oct 2025
Why the Future of AI in CX Depends on Leaders Who Can Say ‘No’
Salesforce and Cisco Webex unveil a deeper Salesforce–Webex Contact Center integration at WebexOne 2025. Discover how Connected Intelligence, agent experience, and pragmatic agentic AI will shape the future of customer service.
Rob Scott · 2 Oct 2025
No More Boxes: Webex’s Open Approach to Customer Experience Integration
At WebexOne 2025, Cisco’s Vinod Muthukrishnan reveals how Webex Customer Experience is redefining AI Quality Management, AI Agents, and integrations with Salesforce, Amazon Lex, and Epic. Discover how “Connected Intelligence” is transforming supervisors, agents, and customer journeys.
Rob Scott · 2 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
Deflection Is NOT a Contact Center AI Strategy. This Is
CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET. The duo explores changing contact center metrics, AI, and orchestration, discu...
Charlie Mitchell · 24 Sept 2025
How CX Leaders Can Win in a Hyper-Dynamic Market
In the latest edition of The Big CX Update, Rhys Fisher sits down with Paul Stanczak, VP of Sales at Enghouse Interactive , to explore the challenges and opp...
Rhys Fisher · 24 Sept 2025
Where Should My Contact Center Invest In AI? This Test Will Tell You
CX Today’s Charlie Mitchell welcomes Wajih Kazmi, Senior Product Marketing Manager at RingCentral , to discuss the company's new AI Maturity Assessment. The ...
Charlie Mitchell · 22 Sept 2025
Stop Blaming Agents: The Real Culprit Behind Poor CX
Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics , to dive into a topic often overlooked but absolutely mission-critical: audio quality in the...
Rhys Fisher · 18 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
The Latest on Thoma Bravo Rolling Up Verint, Salesforce's Acquisition Streak, & More
CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space. Five prominent CX analysts join the panel to ru...
Charlie Mitchell · 3 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
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
What Is Pulse 360? An Introduction to the Cyara CX Assurance Engine
Watch on YouTube CX Today’s Charlie Mitchell welcomes Janet Vito, SVP of Marketing at Cyara . The pair explore Pulse 360, Cyara’s CX Assurance engine that pr...
Charlie Mitchell · 18 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
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 a CDP Goes Beyond a CRM and Unleashes Omni-Data Insights for Your CX
The customer experience landscape is evolving rapidly, and traditional CRM systems are struggling to keep pace with modern demands. In this insightful conver...
Guest Blogger · 5 Aug 2025
The Six Innovations Behind Cyara's Next-Gen Platform
Watch on YouTube Join Floyd March in this insightful conversation with Cyara's Christoph Börner , as they unpack the launch of Cyara’s new platform designed ...
Guest Blogger · 4 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
Mastering the CX Trifecta: Satisfaction, AI, and Scale
CX Today's Charlie Mitchell introduces three customer experience priorities to keep top of mind in 2025. To run through them, he's joined by: Garry Gormley, ...
Charlie Mitchell · 29 Jul 2025
Why CX Leaders Are Tired of AI That Doesn’t Work
Watch on YouTube In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive ...
Rhys Fisher · 28 Jul 2025
Big CX News - The Latest on Agentforce 3, New AI Studios from NiCE & Genesys
Watch on YouTube. CX Today's Charlie Mitchell introduces the latest trending news from across the customer experience space. He's joined by four prominent CX...
Charlie Mitchell · 15 Jul 2025
AI Solutions Have Never Been Better: Why Are Organizations Still Struggling with Adoption?
In this interview, Deputy Editor Rhys Fisher sits down with Collin Ehret, Senior Account Executive at Diabolocom , to dig into one of the biggest questions...
Rhys Fisher · 7 Jul 2025
Implementing Contact Center Copilots: 2degrees' Challenges, Lessons, and Best Practices
Watch on YouTube. CX Today's Charlie Mitchell hosts Wayne Anderson, General Manager of Digital Delivery at 2degrees . Anderson discusses how the popular tele...
Charlie Mitchell · 3 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
Big CX Update: Cyara
Watch on YouTube In this edition of the Big CX Update, Floyd March sits down with Rishi Rana, CEO of Cyara . Rishi shares his journey in the industry, how ...
Floyd March · 30 Jun 2025