Forget the Rulebook: How Self-Learning AI Is Rewriting Contact Center Automation
In this discussion, Rhys Fisher, Associate Editor at CX Today, sits down with Claudio Rodrigues, Chief Product Officer at Omilia , to dig into one of the mos...
Rhys Fisher · 22 Jul 2026
Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI
Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom , to unpack why the virtual agent category is l...
Rhys Fisher · 8 Jul 2026
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
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
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
The Next Generation Virtual Agent: An Inside Look
Watch on YouTube. CX Today’s Charlie Mitchell hosts Jodi Reuven, a Senior Product Marketing Manager at Zoom. The duo presents a deep dive into Zoom’s next-ge...
Charlie Mitchell · 26 Jun 2025
Agents, Supervisors, & Managers: How Is AI Impacting Key Contact Center Roles?
Watch on YouTube AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact. Recognizing thi...
Charlie Mitchell · 31 Mar 2025
Real-Time Translation, Accent Smoothing & AI Agents – Krisp & CX Today Explore the Future of CX
Watch on YouTube Join Rhys Fisher, Deputy Editor at CX Today , as he delves into the future of AI in contact centers with Davit Baghdasaryan, Co-founder & CE...
Rhys Fisher · 27 Feb 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
Contact Centers in 2025: How to Build Next Year’s Success Today
Watch on YouTube CX Today's Susie Harrison hosts Ben Booth, CEO & Co-Founder at MaxContact to explore the trends in contact centers for the year ahead. In th...
Susie Harrison · 4 Dec 2024
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
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
RingCentral Introduces Its New AI Assist Solutions for RingCX
Watch on YouTube CX Today's Charlie Mitchell hosts Jim Payne, Director of Product Marketing for Customer Experience at RingCentral . They kick-off the conver...
Charlie Mitchell · 5 Sept 2024
TechStyleOS Retells Its Digital CX Transformation, Shares Key Learnings
CX Today's hosts Jack Roberts, the Global Director of GMS Technology & Applications at TechStyleOS. Broadcast from CCW 2024 in Las Vegas, we discuss TechStyl...
Charlie Mitchell · 5 Jun 2024
Webex Introduces Its New Contact Center Virtual Agent, Shares More AI Assistant Use Cases
CX Today's Charlie Mitchell hosts Anurag Dhingra, SVP/GM, Chief Product & Technology Officer at Cisco Webex. Broadcast from Cisco Live 2024 in Las Vegas, we ...
Charlie Mitchell · 5 Jun 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
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
The Zoom Contact Center: 5 Features That Stand Out
Watch on YouTube. Zoom released 600 features for its CCaaS platform in just 18 months. Yet, some of those stand out more than others. Recognizing this, we go...
Charlie Mitchell · 2 Jan 2024
Zoom Discusses Its New Virtual Agent, IQ Additions, and More
Watch on YouTube . CX Today's Charlie Mitchell hosts Ben Neo, Head of Enterprise Sales EMEA at Zoom Phone . In this session, we delve into some of the bigg...
Charlie Mitchell · 8 Nov 2022
Supporting the Contact Centre Agent of the Future
Watch and subscribe on YouTube . CX Today's Charlie Mitchell hosts Nerys Corfield, Director of Injection Consulting , and Genefa Murphy, Chief Marketing Offi...
Charlie Mitchell · 11 Oct 2022
10 Speech Analytics Use Cases for the Contact Centre and Beyond
Watch on YouTube . CX Today's Charlie Mitchell hosts Andrew White, CEO, Contexta360 . In this session we introduce the following speech analytics trends: 1) ...
Charlie Mitchell · 23 Feb 2022
Augmented Agents for Personalised CX
Watch on YouTube . CX Today's Rob Scott hosts Neil Titcomb, Managing Director at Odigo . In this session, we discuss the benefits of Agent Augmentation for p...
Rob Scott · 10 Feb 2021