The Weakest Security Link in Customer Data May Be Hiding Outside the CRM
Manchester Airport cyberattack shows how fragmented customer data can create security gaps, complicate breach response and undermine AI.
Nicole Willing · 22 Sept 2026
Hidden AI in the Contact Center: What the EU AI Act Means for CX Leaders
In this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital , abo...
Nicole Willing · 15 Sept 2026
Chainguard Explains Why CX Leaders Need Faster Cybersecurity Remediation
Chainguard CISO Quincy Castro explains how AI-driven vulnerability discovery is reshaping cybersecurity, remediation, and CX risk.
Nicole Willing · 22 Jul 2026
Why Your AI Pilots Are Losing Trust
Learn why promising AI pilots become harder to trust when they reach complex customer journeys, and how CX leaders can build trust.
Francesca Roche · 15 Jul 2026
Red Hat Explains the Agentic AI Cybersecurity Risk CX Teams Can't Ignore
Red Hat's Vincent Danen explains how enterprises can secure autonomous AI agents and protect customer data as AI adoption grows.
Nicole Willing · 15 Jul 2026
Anthropic’s Fable Shutdown Proves CX Leaders Need an AI Backup Plan
Level AI CEO Ashish Nagar explains why AI model risk is becoming a concern for CX leaders, from vendor dependency to data control.
Nicole Willing · 1 Jul 2026
Anthropic’s AI Identity Gap: Why CX Leaders Need Agent Controls
SecureAuth CEO Geoffrey Mattson explains why Anthropic's Fable restrictions indicate the need for stronger identity controls for AI access.
Nicole Willing · 1 Jul 2026
The AI Shutdown No One Saw Coming and What Enterprises Must Do Before the Next One
How the Mythos model ban is forcing enterprises to rethink AI resilience, vulnerability management, and autonomous security remediation.
Francesca Roche · 23 Jun 2026
Can Your CX Vendor Pass the Risk Test? The Due Diligence Reality Check
Foot Anstey, Prove, and RingCentral experts explain how CX leaders can assess AI vendors and strengthen responsible AI procurement.
Nicole Willing · 15 Jun 2026
Why Faster Refunds Can Backfire Without Smarter Fraud Controls
How behaviour-based decisioning and machine learning are helping retailers close the gap on returns fraud prevention.
Francesca Roche · 11 Jun 2026
Aithos Finds Every Major AI Model Fails EU Legal Checks: Why CX Teams May Own the Next Fine
Nadia Kadhim of Aithos explains why leading AI models are failing compliance checks and what CX leaders must do before deploying agents.
Nicole Willing · 11 Jun 2026
Why Bad AI Rollouts Break Customer Trust
Dr. Ben Granger of Qualtrics joins CX Today to discuss AI trust, human-centered adoption, and how CX leaders can build confidence in AI.
Nicole Willing · 29 May 2026
CX Leaders Can’t Ignore This Agentic AI Lesson From the Pocket OS Outage
Alex Gallego, CEO of Redpanda Data, explains what the Pocket OS outage reveals about agentic AI governance and risks in CX workflows.
Nicole Willing · 15 May 2026
AI Is Breaking Contact Center Security—Are You Ready?
In this CX Today roundtable, security experts explain how AI scales fraud and why risk-based contact center security matters.
Nicole Willing · 12 May 2026
Trust Becomes the KPI: What the EU AI Act Forces CX Teams to Prove
Kane Simms, Nerys Corfield, Dr Scott Allendevaux, and Nick Holme explore how the legislation changes the day-to-day reality of deploying AI.
Rob Wilkinson · 28 Apr 2026
ThreatLocker CEO Calls BS on "Sophisticated" Cyberattacks
ThreatLocker CEO Danny Jenkins explains why and how basic security controls can prevent up to 96% of breaches.
Rhys Fisher · 31 Mar 2026
California Targets Surveillance Pricing, What It Means for Retail, Grocery, and Hotels
Francesca Roche sits down with Sarah Bruno to discuss the recent investigative sweep by California’s Attorney General.
Francesca Roche · 27 Feb 2026
Who's Really Calling? The Rise of AI Customers
For years, the CX industry has obsessed over deploying AI to serve customers better. But a seismic shift is already underway and most contact centers aren'...
Rob Scott · 27 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
The Call That Cost a Fortune
Every CX leader's nightmare: the one call that went catastrophically wrong . In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Va...
Rob Scott · 30 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
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
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
ComputerTalk Tackles the Compliance Crunch Data Protection That Doesn’t Break CX
Watch on YouTube In this CX Today interview, Deputy Editor Rhys Fisher sits down with Jennifer Sutcliffe, Vice President of Operations and Control at Compute...
Rhys Fisher · 15 May 2025
The Next Big CCaaS Consideration: Is My Provider FedRAMP High Accredited?
Content Guru has secured a significant competitive advantage by becoming the first full-stack CCaaS provider to achieve FedRAMP High certification - the high...
Charlie Mitchell · 8 May 2025
Revolutionizing CX: Uncovering Hidden Opportunities in the Evolving Landscape
Watch on YouTube In this interview, Miratech's Matthew Ainsworth dives deep into the current state of CX and the dynamic opportunities emerging in this rapid...
Susie Harrison · 15 Apr 2025
The Great Contact Center Debate: Cloud vs. On-Premises
Watch on YouTube In this interview, Rob Scott of CX Today sits down with Michael McCloskey, CEO of Bright Pattern , to explore one of the hottest debates in ...
Rob Scott · 27 Nov 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
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
Theta Lake Talks the Future of Contact Center Compliance at Zoomtopia
Watch on YouTube. At Zoomtopia 2023, Rob Scott from CX Today speaks to Anthony Cresci, SVP Finance, Alliances and Business Operations at Theta Lake , after w...
Rob Scott · 6 Oct 2023
How Will AI Revolutionize The Contact Centre?
Watch on YouTube. CX Today's Kieran Devlin is joined by MaxContact's CEO Ben Booth and VP of Engineering Matt Yates to discuss AI's impact on the contact cen...
Kieran Devlin · 4 Sept 2023
Protecting Customer Data in the Face of Cyberattacks
Watch on YouTube. In this session we discuss the following: What companies can do to protect themselves from ransomware and malware attacks How well-equipped...
William Smith · 22 Dec 2021
Reading Between the Lines of Your Conversations - Explaining Kono
Kono is your AI-powered virtual assistant, integrated with Slack, Office 365, and Google. Just cc-in Kono on your conversations.
Rob Scott · 23 Oct 2018
Call Recording & GDPR: Staying on the Right Side of the New Regulations
Governed by an interlocking web of data protection and privacy laws, what you can and cannot record, and what you can do with the recordings, depends on various factors such as what industry you are operating in and more.
Rebekah Carter · 8 Jun 2018