Why AI Recommendations Still Need Reddit
CX Today explores how Reddit discussions can expose experience gaps and inform more responsive CX decisions for brands.
Francesca Roche · 15 Sept 2026
Where Does the CDP Fit in an Agentic AI Strategy?
In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru , about the changing role of custome...
Nicole Willing · 1 Sept 2026
Salesforce's $3.6B Fin Grab: Smart Power Move or Integration Gamble?
Simon Leyland and Zeus Kerravala on why the Salesforce-Fin deal reshapes the entire AI customer experience market.
Rhys Fisher · 22 Jun 2026
Why “Chatbot Walls” Kill Trust in Travel CX, Concentrix Explains
When travel runs smoothly, customer experience rarely gets noticed. When it breaks down, trust is tested fast. In this CX Today interview, Nicole Willing sit...
Nicole Willing · 30 Apr 2026
Command, Not Control: Surviving Social CX Without Losing Your Soul
Customers don’t complain in private anymore. They post. They tag. They amplify. And they expect a response before the next refresh. In this CX Today conversa...
Rob Wilkinson · 25 Feb 2026
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
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
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
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
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
Customer Experience Design: Don't Use Tech to Do Old Things In New Ways
Watch on YouTube. Reimagining customer experiences doesn't mean leveraging tech to do old things in new ways. Instead, it's about considering each journey an...
Charlie Mitchell · 18 Jun 2025
XCally’s Bold Take on Contact Center Evolution: AI, Automation & the Future of CX
WATCH VIDEO ON YOUTUBE Is your contact center truly ready for 2025 and beyond? XCally's Sales Director Marco Pasculli shares his insights with CX Today's Rhy...
Rhys Fisher · 25 Apr 2025
5 Challenges Facing Contact Centers in 2025 (and How to Overcome Them!)
Watch on YouTube Contact centers face many of the same challenges they always have. However, in an age of new-wave AI, continued digitization, and changing c...
Charlie Mitchell · 31 Oct 2024
Lean Customer Operations: The Concept That Transformed CX at Pearson
CX Today's Charlie Mitchell hosts Shantel Love, VP of Customer Success at Pearson. Broadcast from CCW 2024 in Las Vegas, we introduce the concept of "lean cu...
Charlie Mitchell · 7 Jun 2024
Customer Experience Design: San Diego Zoo Shares Its Best Practices
CX Today's Charlie Mitchell hosts Debra Smith, Director of Call Center Operations at the San Diego Zoo Wildlife Alliance. Broadcast from CCW 2024 in Las Vega...
Charlie Mitchell · 6 Jun 2024
Zoom's New CCaaS Packages: An Inside Look
Watch on YouTube. In December, Zoom released three exciting new packages for the Zoom Contact Center. To dive deeper, we got in touch with Amy Roberge, Head ...
Charlie Mitchell · 12 Feb 2024
BIG CX News - The Latest on the Zoom-Five9 Acquisition Rumors & RingCentral's CEO Departure
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 · 19 Dec 2023
Avaya Discusses Roadmap Developments and Priorities for 2024
Watch on YouTube CX Today's David Dungay hosts Omar Javaid, Chief Product Officer, Avaya , at GITEX Global 2023. In this session, we discuss the following: T...
David Dungay · 16 Oct 2023
5 Microsoft Teams Contact Center Challenges (and How to Overcome Them)
Watch on YouTube. CX Today's Charlie Mitchell hosts Mackenzie Ellis, a Solutions Specialist at ComputerTalk . We discuss some of the challenges businesses ma...
Charlie Mitchell · 23 Aug 2023
Barnardo's Discusses Its CRM Selection Process and Implementation
Watch on YouTube. CX Today's Charlie Mitchell hosts Melissa Bell, the Executive Leader of Practice Quality at Barnardo's Australia . We discuss Barnardo's CR...
Charlie Mitchell · 8 Aug 2023
Designing and Delivering a Proactive Customer Service Strategy
Watch on YouTube CX Today's Charlie Mitchell hosts Jono Luk, Vice President Of Product Management at Webe x. We consider how brands can design, build, and de...
Charlie Mitchell · 10 Jul 2023
6 Practical NLP Use Cases That Can Transform Contact Center Performance
Watch on YouTube. CX Today's Charlie Mitchell hosts Jake Gardiner, a Senior Enterprise Account Director at Odigo. In this session, we break down the followin...
Charlie Mitchell · 27 Feb 2023
Will CRM Systems Replace Contact Center Platforms?
Watch on YouTube. CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance. In this session, we consider the evolution of CRM systems, discussing: Whether...
Charlie Mitchell · 17 Feb 2023
Create More 'Memorable' Customer Experiences by Using Remote Video
Watch on YouTube . CX Today's Charlie Mitchell hosts Colin Shaw, Founder & CEO of Beyond Philosophy . In this session, we consider how brands can create more...
Charlie Mitchell · 31 Jan 2023
Get Started with Video Customer Service
Watch on YouTube . CX Today's Charlie Mitchell hosts Jóhann Hannesson, Lead Product Manager at Streem . In this session, we discuss how businesses can get st...
Charlie Mitchell · 30 Jan 2023
3 CCaaS Trends for 2022 and Beyond
Watch and subscribe on YouTube . If you're looking for more information on the current state of the CCaaS market, check out this helpful guide . Thanks for w...
Charlie Mitchell · 3 Aug 2022
Solving CC Cloud Migration in the Finance Sector with Hammer
Watch on YouTube . CX Today's David Dungay hosts Richard Rodwell, Head of Sales and Channels - Asia, Hammer . In this session we discuss the following: What ...
David Dungay · 19 Jan 2022
Future-Proofing a Business with Omni-Channel
Watch on YouTube. In this session we discuss the following: How omni-channel can operate beyond simply offering call, web and text channels The importance of...
Carly Read · 25 Oct 2021
Improving CX with Messaging Channels
Watch on YouTube In this session we discuss the following: Why it’s so important businesses add messaging channels to their CX offering How messaging channel...
Carly Read · 1 Oct 2021
CallMiner's Eureka Platform and Managing Cross-Channel Conversations
Watch on YouTube . In this session we discuss the following: Introduction to the CallMiner Eureka Platform The key is to managing customer conversations acro...
Carly Read · 7 Jun 2021
Reimagining CX with Five9 and Metrigy
Watch on YouTube . In this session we discuss the following: What does it mean to reimagine your CX? Why does choice matter to customer experience? Why is ag...
Rob Scott · 13 Apr 2021
Omni-Channel Analytics - Data Driven CX
UC Today's Rob Scott hosts Anand Janefalkar, CEO and Founder at UJET to discuss the challenges for CX leaders today, in an omni-channel world
Rob Scott · 20 May 2020
MessageBird Inbox is an Omni-Channel Game-changer
MessageBird, a leading CPaaS provider with their finger on the pulse of the API revolution, recently announced a new solution in its portfolio. The new Inbox...
Rob Scott · 10 Mar 2020
RingCentral Contact Center Review
Everything you need to know about the features and benefits of RingCentral Contact Centre, and how your business can use it
Rebekah Carter · 29 Mar 2019
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
Evaluating NEVA - A True Differentiator for Modern Businesses?
The first ever virtual assistant for employees, NEVA by workforce solutions major NICE, hopes to take on daily workplace scenarios and make professional lives easier.
Rob Scott · 20 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
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
8x8 Contact Centre Review: Removing the Clutter to Boost Performance
8x8’s answer is Virtual Contact Centre, a cloud contact centre solution which promises everything a contact centre operation requires, all in a single integrated platform.
Ian Taylor · 20 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 Looks Beyond Contact Centre With Oceana
Enterprise software giant Avaya believes it is offering a glimpse of the future with its latest contact centre offering. Responding to what it views as the u...
Ian Taylor · 20 Jan 2017