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
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 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
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
NiCE Interactions International: Everything You Can Expect from the Must-Attend CX Event
Watch on YouTube. CX Today’s Charlie Mitchell sits down with Simon Broadbent, SVP UKI & SAIL at NiCE , to preview one of the contact center industry’s bigges...
Charlie Mitchell · 27 Jun 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
Big CX News - The Latest on the New Amazon Connect, Zendesk's New Contact Center Platform
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 · 3 Apr 2025
The Latest on Avaya Trimming Its Customer Base & Google's Bot That Calls Customer Service for You
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts...
Charlie Mitchell · 25 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
Total Experience: A Complete Guide for 2025
CX Today's Charlie Mitchell hosts Lee Jones, Director of Elev-8 Performance . They kick off the conversation by considering: What is total experience? How do...
Charlie Mitchell · 17 Dec 2024
CX Trends 25 - Top 10 Customer Experience Predictions
Watch on YouTube. As trends week comes to a close, sit back and check out some predictions for 2025 from our favorite CX pros. They include: Katie Stabler, F...
CX Today Team · 5 Dec 2024
Call and Contact Centre Expo 2024: A Preview
Watch on YouTube. CX Today's Rhys Fisher hosts David Juniper, Group Director at ROAR B2B . They preview the upcoming Call and Contact Centre event that takes...
Rhys Fisher · 26 Nov 2024
Probing the Gartner Magic Quadrant for CCaaS 2024
Watch on YouTube. CX Today's Charlie Mitchell presents the 2024 Gartner Magic Quadrant for CCaaS. He's joined by Dave Michels, Lead Analyst at TalkingPointz ...
Charlie Mitchell · 7 Nov 2024
Big CX News - A Dreamforce 2024 Review ft. Agentforce, Own Company, CCaaS Pilot Program, & More
Watch on YouTube. CX Today's Charlie Mitchell presents a rundown of Dreamforce 2024, Salesforce's hallmark annual event. He's joined by five prominent CX ana...
Charlie Mitchell · 26 Sept 2024
On-Prem vs. Cloud Contact Centers: It's Not an Open & Shut Case
Watch on YouTube CX Today's Charlie Mitchell introduces a discussion on why businesses may wish to keep their contact center operations on-premise. For this ...
Charlie Mitchell · 9 Sept 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
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
Email Customer Service: Challenges, Best Practices, & More
Watch on YouTube Email is still the second most leveraged channel for inbound customer conversations. Yet, email service experiences continue to underwhelm. ...
Charlie Mitchell · 26 Jun 2024
Zoom on Its 246% Spike In Contact Center Deals & the Third Wave of CCaaS
Watch on YouTube. CX Today's Charlie Mitchell hosts Chris Morrisey, Head of CX Sales at Zoom . Broadcast from CCW 2024 in Las Vegas, we first discuss Zoom's ...
Charlie Mitchell · 6 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
‘We Had to Bite the Bullet’ - How this BPO Revamped its Siloed Contact Centre
Watch on YouTube. CX Today's Tom Wright hosts Nigel Mansfield, Standard Focus. In this interview from Avaya Engage we discuss the latest AXP innovations, and...
Tom Wright · 17 May 2024
limehome Embraces Experience-Led Growth, Hikes Its NPS Rate By 22%
Watch on YouTube. limehome's lifted its NPS score by an impressive 22 percent after embracing an experience-led growth strategy. To dive deeper into how the ...
Charlie Mitchell · 15 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
Klarna's Bot Does the Work of 700 Full-Time Contact Center Agents. Could Yours?
Watch on YouTube. CX Today's Charlie Mitchell hosts Tatum Bisley, Product & Technology Evangelist at Cirrus . We break down the recent news of Klarna's OpenA...
Charlie Mitchell · 8 Apr 2024
BIG CX News - Enterprise Connect 2024: The Roundup ft. Five9, Cisco, Salesforce & More
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five9 prominent CX analyst...
Charlie Mitchell · 5 Apr 2024
Conversational AI: 5 Simple Steps to Get Going
Watch on YouTube. CX Today's Charlie Mitchell hosts Dvir Hoffman, CEO at CommBox . After an overview of the conversational AI market, we share five steps to ...
Charlie Mitchell · 26 Mar 2024
Generative AI In Conversational Analytics: A Demo & Discussion
Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Orti...
Charlie Mitchell · 12 Mar 2024
CCaaS: Where Are We Now & Where Are We Heading
Watch on YouTube. CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET , and Baker Johnson, CMO of UJET . In this session, we discuss th...
Charlie Mitchell · 29 Jan 2024
Contact Centers In 2024: 6 Market Shifts to Watch Out For
Watch on YouTube. CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio . After a quick introduction to Sabio , we predict six s...
Charlie Mitchell · 22 Dec 2023
Contact Center Resilience and Network Redundancy
Watch on YouTube. CX Today's Charlie Mitchell hosts Gurpreet Kohli, Senior Vice President and Global Head of Telecom & Networks of HCLTech . We explore the c...
Charlie Mitchell · 11 Dec 2023
AWS re:Invent 2023 - Catching Up on All the Contact Center News
Watch on YouTube. CX Today's Charlie Mitchell hosts Pasquale DeMaio, VP of Amazon Connect . In this session, we review all the contact center news from AWS r...
Charlie Mitchell · 11 Dec 2023
Generative AI for Contact Center Agents: Demos and a Discussion
Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of Zendesk's new generative AI solutions for contact center agents - live and virtual. He the...
Charlie Mitchell · 7 Dec 2023
Generative AI in the Contact Center: What's Possible Now, and What's Coming?
Watch on YouTube. CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru , and Zeus Kerravala, Founder and Principal Analyst at ZK Resea...
Charlie Mitchell · 27 Nov 2023
AI Will Change Contact Centers: New Research Reveals How
Watch on YouTube. CX Today's Charlie Mitchell hosts Matthew Jones, Product Manager at EvaluAgent . We reflect on new research conducted by contact center ana...
Charlie Mitchell · 27 Nov 2023
Thrasio Shares Lessons from Its Customer Experience Transformation
Watch on YouTube. CX Today's Charlie Mitchell hosts Gershwin Exeter, VP of Global Services at Thrasio and Andrew Pryfogle, Founder & CEO of CX Effect . We wa...
Charlie Mitchell · 14 Nov 2023
Why Zoom Docs Isn't Just Another Document App
Watch on YouTube Rob Scott speaks with renowned tech analyst Zeus Kerravala at Zoomtopia 2023 event in San Jose, California. They dive deep into the buzz aro...
Rob Scott · 4 Oct 2023
BIG CX News - Dreamforce Special! The Latest on the Einstein 1 Platform, Copilot, & More
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from Dreamforce 2023. He's joined by four prominent CX analysts to dissect th...
Charlie Mitchell · 27 Sept 2023
BIG CX News - The Latest on the Salesforce & Genesys Joint Platform and Five9's Aceyus Acquisition
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 analys...
Charlie Mitchell · 13 Sept 2023
DPG Media Discusses Its "Radical" CCaaS Migration, Shares Lessons
Watch on YouTube. CX Today's Charlie Mitchell hosts Edgar Polak, IT Area Manager at DPG Media . We walk through DPG Media's CCaaS migration, and discuss: Cha...
Charlie Mitchell · 17 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 News - The Latest on Microsoft Sales Copilot, Salesforce AI Cloud, and Zoom In WFM
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts...
Charlie Mitchell · 11 Aug 2023
Sprinklr Is In the CCaaS Market, and It's Not Here to Play Around
Watch on YouTube. CX Today's Charlie Mitchell hosts Ragy Thomas, Founder & CEO of Sprinklr. We discuss the current state of contact center experiences, and S...
Charlie Mitchell · 28 Apr 2023
3 Contact Center Agent Trends for 2023 (and How to Address Them!)
Watch on YouTube. CX Today's Charlie Mitchell hosts Garry Gormley, Founder of FAB Solutions. In this session, we break down the following three contact cente...
Charlie Mitchell · 2 Mar 2023
CX Awards 2023 Winners 🏆
AI is everywhere. CCaaS and UCaaS systems are converging. Immersive experiences are emerging. These are just some of the trends touching the customer experie...
Charlie Mitchell · 17 Feb 2023
The CX Awards 2023: Shortlist of Finalists Revealed
Register to attend the final 👉 Competition within the CX tech market is rife, with hundreds of vendors from CCaaS to CRM promising to deliver a significant R...
Charlie Mitchell · 3 Feb 2023
The Impact of Digital on Customer Experience
Graeme Gabriel, a WFO Consultant at NICE, discusses the shift to digital customer experience and the impact that has on service teams.
Rob Scott · 11 Feb 2022
Health of the Contact Centre 2021: Agent Well-being and the Great Resignation
Watch on YouTube . In this session we discuss the following: What companies should be doing to address agent stress How agents are responding to the digital ...
William Smith · 21 Oct 2021
How Solving Agent Experience Challenges Improves CX
Watch on YouTube In this session we discuss the following: The importance of Agent Experience How does Agent Experience impact Customer Experience Driving CC...
David Dungay · 20 Aug 2021
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
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
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