The Future of CX Isn’t AI. It’s Humans
In this CX Today interview, Rob Wilkinson speaks with Kristin King, Chief Customer Officer at UJET , and Tena Curic, Senior Customer Success Manager at UJET,...
Rob Wilkinson · 25 Aug 2026
CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft
A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually look...
Rob Scott · 20 Jul 2026
Tool Overload is Killing Your Contact Center from the Inside Out
Mitel's Stuart Aldridge on why contact center agents juggling 10-14 tools on a live call is a CX problem, not just an IT one.
Rhys Fisher · 12 Jun 2026
Why Your CX Strategy Is Failing Your Business – And What to Do About It
Jeannie Walters joins CX Today to discuss her new book, Experience Is Everything, and why most companies are treating CX as a buzzword.
Rhys Fisher · 13 Apr 2026
Sabio Gets Real About WFM: Why Spreadsheets Are Killing CX Strategy
Rhys Fisher, Associate Editor at CX Today , sits down with Scott Doherty, WFM Consultant at Sabio , to unpack how workforce management has evolved from a b...
Rhys Fisher · 22 Jan 2026
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 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
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
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
Zoom Introduces Its Latest WEM Release, New ServiceNow & Salesforce Integrations
Beyond Auto-QA, workforce engagement management (WEM) has seen little in the way of cutting-edge innovation over the past five years. As such, contact center...
Charlie Mitchell · 23 Jun 2025
Content Guru on Gartner's Latest CCaaS Study, Converging CCaaS-CDP
Content Guru has achieved a remarkable milestone in customer satisfaction, standing out as the only vendor in Gartner's latest CCaaS Peer Insights report wit...
Charlie Mitchell · 19 Jun 2025
Contact Center Trends for 2025: What's Hot and What's Not?
CX Today's Charlie Mitchell hosts Simon Adnett, VP of Sales - UK&I / EMEA at Enghouse Interactive . We introduce a host of contact center trends for 2025. Be...
Charlie Mitchell · 12 Feb 2025
Salesforce Update - Agentforce 2.0, Atlas, & the New-Look Slack (January 2025)
Watch on YouTube. In the first episode of our Salesforce Update show, CX Today's Charlie Mitchell hosts two expert customer experience analysts to discuss th...
Charlie Mitchell · 23 Jan 2025
Exploring the Transformative Power a Best-in-Category Tech Stack can have on Customer Support
Watch on YouTube CX Today's Susie Harrison hosts EvaluAgent CCO James Marscheider and Archit Kumar, Partnerships Manager at Assembled . In this episode, we c...
Susie Harrison · 30 Sept 2024
5 Workforce Engagement Metrics You Need to Be Tracking
Watch on YouTube CX Today's Susie Harrison hosts Sam Peters, Head of Customer Success at Assembled , to cover the workplace engagement metrics you need to be...
Susie Harrison · 19 Aug 2024
Comparing CCaaS Providers: What You Might Miss
Watch on YouTube. CX Today's Charlie Mitchell hosts Blair Ferguson, Chief of Staff at ComputerTalk . We consider how contact centers often compare CCaaS prov...
Charlie Mitchell · 24 Jul 2024
CEO Chat: Dave Michels Sits Down with Verint’s CEO Dan Bodner
Watch on YouTube. In this interview, Dave Michels from TalkingPointz and Dan Bodner, CEO of Verint explore the rich history and forward-thinking strategies o...
Dave Michels · 25 Jun 2024
The Zoom Contact Center: 2 Years On
Watch on YouTube. Zoom entered the CCaaS space two years ago, and has since gained significant momentum in the market. Recognizing this, we got in touch with...
Charlie Mitchell · 23 May 2024
It's a Trap! Don't Invest More In Digital Just to Meet Customer Demand
Watch on YouTube. CX Today's Charlie Mitchell hosts James Marscheider, Chief Commercial Officer at evaluagent . We reflect on the common thought among contac...
Charlie Mitchell · 1 May 2024
Do You Agree? 4 Predictions for the Future of Contact Center WEM
Watch on YouTube. CX Today's Charlie Mitchell hosts Kentis Gopalla, Head of Product Ecosystem for the Zoom Contact Center & Zoom Phone . We make four predict...
Charlie Mitchell · 3 Apr 2024
CEO Chat: Mike Burkland, Five9
Watch on YouTube. Discover the latest insights and innovations in AI-driven customer experience solutions with Mike Burkland, CEO of Five9 , as he speaks wit...
Dave Michels · 27 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 Effect Transforming Contact Centers for the Next Generation
Watch on YouTube. Join us for a transformative webinar that unveils the future of contact centers, spearheaded by Zoom , a trailblazer in connectivity and in...
Rob Scott · 22 Jan 2024
The World Wildlife Fund Shares Its Contact Center Transformation Story
Watch on YouTube. CX Today's Charlie Mitchell hosts Stuart Macpherson-Woods, Support Operations Manager at the World Wildlife Fund (WWF). We discuss the WWF'...
Charlie Mitchell · 23 Aug 2023
Lighthouse Works and Genesys Collab Generates 25% of New U.S. Jobs for Blind People
Watch on YouTube. CX Today's Charlie Mitchell hosts Kyle Johnson, President & CEO of Lighthouse Works. We consider Lighthouse Works' strategy to create more ...
Charlie Mitchell · 15 Aug 2023
Big CX Update with UJET
Watch on YouTube In this video for our Big CX Update Series, CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET . In this session, we ...
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
Best Practices for Managing Agents Through Change
Watch on YouTube In this session we discuss the following: How customer expectations have evolved and the kinds of pressure that are put on agents The key co...
William Smith · 1 Oct 2021
Cirrus: EX and the Power of the Super Agent
Watch on YouTube In this session we discuss the following: Cause of high staff turnaround in contact centres and what can be done to combat this Whether the ...
Carly Read · 5 Aug 2021
Keeping Agents Engaged Post-Pandemic
Watch on YouTube In this session we discuss the following: Agent productivity and the impact of the pandemic Helping agents overcome feelings of isolation Wh...
Carly Read · 12 Jul 2021
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