https://cxtoday.com/ai-resolution-rates-customer-service-cx 2026-09-23T12:00:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/09/telus-ML-FR.jpg Why AI Can Be Right and Still Get CX Wrong Discover how human oversight can strengthen AI service performance beyond basic resolution-rate measurement. https://www.youtube.com/embed/lLUwzSt7V2Y 2026-09-23T12:00:26.000Z https://cxtoday.com/dreamforce-2026-roundup-salesforce-has-an-easy-button-for-ai-but-cx-leaders-still-face-the-hard-decisions 2026-09-22T14:00:37.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/09/Liz-Miller-thumbnail.jpg Dreamforce 2026 Roundup: Salesforce Has an ‘Easy Button’ for AI. But CX Leaders Still Face the Hard Decisions. Constellation Research’s Liz Miller explains Salesforce AIforce, Koa, headless CRM, and why CX leaders must prioritize customer outcomes over AI hype. https://www.youtube.com/embed/HjvTOLpLXDc 2026-09-22T14:00:37.000Z https://cxtoday.com/community-commerce-customer-loyalty-influencer-marketing 2026-09-23T10:22:21.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/09/easyfundraising-JM-FR.jpg Is This The End For Influencer Marketing? As consumer scepticism rises, community commerce offers brands a more credible route to customer loyalty than paid endorsements. https://www.youtube.com/embed/Y7mjitL3uGY 2026-09-22T12:00:59.000Z https://cxtoday.com/manchester-airport-cyberattack-customer-data-governance 2026-09-22T08:57:18.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/09/datatics-SM-NW.jpg 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. https://www.youtube.com/embed/1eKGTHyr59Q 2026-09-22T08:56:41.000Z https://cxtoday.com/from-prebuilt-agents-to-vibe-coding-salesforces-new-cx-playbook 2026-09-22T08:16:39.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/09/John-Kucera-thumbnail.jpg From Prebuilt Agents to Vibe Coding: Salesforce’s New CX Playbook Salesforce Agentforce CPO John Kucera explains how AIforce, Koa, prebuilt agents, and custom interfaces could reshape CX—and what leaders must govern first. https://www.youtube.com/embed/CFOYOMyFmm8 2026-09-22T08:16:39.000Z https://cxtoday.com/ai-slowdown-debate-cx-leaders 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/09/CXadvisory-DB-SW.jpg Frontier AI Slowdown Debate: What It Means for CX Leaders As Altman, Musk, and Amodei call for slower frontier AI development, CX leaders face new questions on governance and trust. https://www.youtube.com/embed/8iU0-cR42qI 2026-09-17T14:31:57.000Z https://cxtoday.com/agentic-ai-monitoring-cx-leaders-before-2027 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/09/acquia-VC-FR.jpg The Agentic CX Trust Gap Is Getting Risky Leaving AI agents unsupervised can create hidden customer risks. Learn why continuous observation must become a CX priority. https://www.youtube.com/embed/tKA6PKyRczo 2026-09-16T11:30:18.000Z https://cxtoday.com/cresta-ai-customer-service 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/09/cresta-RB-SW.jpg Cresta Puts AI Customer Service in Beast Mode Cresta’s AI customer service campaign with Marshawn Lynch highlights faster support, better context, and smoother human handoffs. https://www.youtube.com/embed/yekd03Z-TCA 2026-09-16T09:35:46.000Z https://cxtoday.com/why-ai-recommendations-still-need-reddit 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/09/moburst-JA-FR.jpg Why AI Recommendations Still Need Reddit CX Today explores how Reddit discussions can expose experience gaps and inform more responsive CX decisions for brands. https://www.youtube.com/embed/fmko4QdBiFo 2026-09-15T12:00:09.000Z https://cxtoday.com/ai-crm-modernization-intelligent-enterprise 2026-09-22T19:59:37.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/09/PwC-IK-PT-NW.jpg CRM's Next Challenge Is Making Customer Context Useful to AI Agents PwC leaders explain how AI agents, connected data, and intelligent enterprise models are reshaping the future of CRM modernization. https://www.youtube.com/embed/mBxnOYKaCRs 2026-09-14T13:23:40.000Z https://cxtoday.com/human-tempo-gap-ai-customer-experience-2 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/09/The-Human-Tempo-Gap-What-Is-It-And-How-Can-We-Overcome-It.png The Human Tempo Gap: What Is It And How Can We Overcome It? EY’s Patricia Camden explains the human tempo gap and how CX leaders can build trustworthy, customer-controlled AI experiences. https://www.youtube.com/embed/QC9zgj6MRP4 2026-09-08T15:15:07.000Z https://cxtoday.com/the-gap-between-ai-promise-and-cx-value 2026-09-22T19:59:37.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/09/HGS-AS-NW.jpg The Gap Between AI Promise and CX Value Anshuman Singh, Chief Executive Officer at HGS Europe, explains why AI pilots in CX stall and how AI will reshape customer experience roles. https://www.youtube.com/embed/MokAcPnNirc 2026-08-31T18:49:43.000Z https://cxtoday.com/avayas-ai-strategy-warning-cx-vendors-are-splitting-fast 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/08/maxresdefault.jpg Avaya’s AI Strategy Warning: CX Vendors Are Splitting Fast Zeus Kerravala of ZK Research joins CX Today to discuss which CX vendors are leading on AI, where Avaya stands, and what buyers should watch next. https://www.youtube.com/embed/aKS6VYLMUPA 2026-08-31T09:05:14.000Z https://cxtoday.com/why-ai-only-qa-still-leaves-support-leaders-doing-the-heavy-lifting 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/08/maxresdefault.webp Why AI-Only QA Still Leaves Support Leaders Doing the Heavy Lifting Ty Given, Founder and CEO at CX Collective, explains how Quality as a Service helps support teams improve QA, coaching, and customer experience. https://www.youtube.com/embed/jc-3urGH-c8 2026-08-28T10:46:27.000Z https://cxtoday.com/servicenow-on-why-u-k-ai-maturity-lags-soaring-spend 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/08/servicenow-AS-NW.jpg ServiceNow On Why U.K. AI Maturity Lags Soaring Spend ServiceNow’s Adam Spearing explains why U.K. AI investment is rising faster than maturity, and how leaders can govern AI safely at scale. https://www.youtube.com/embed/NYNPsJuU_Us 2026-08-25T14:55:34.000Z https://cxtoday.com/trust-is-broken-why-ai-shopping-must-prove-its-answers 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/08/coveo-SL-FR.jpg “Trust Is Broken”: Why AI Shopping Must Prove Its Answers Learn how trusted data, retrieval controls, and human handoffs can help commerce teams build more reliable AI shopping experiences. https://www.youtube.com/embed/luqT414Qk2s 2026-08-25T08:00:24.000Z https://cxtoday.com/human-tempo-gap-ai-customer-experience 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/08/EY-PC-FR.jpg The Human Tempo Gap: When AI Moves Too Fast Explore how the human tempo gap can affect AI customer experiences, trust, personalization, and customer control in high-stakes moments. https://www.youtube.com/embed/QC9zgj6MRP4 2026-08-19T08:00:57.000Z https://cxtoday.com/the-train-is-coming-retail-loyaltys-ai-wake-up-call 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/08/kobie-JRS-FR-1600x900-1.jpg “The Train Is Coming”: Retail Loyalty’s AI Wake-Up Call Nearly 45% of consumers discover products on social media, forcing retailers to rethink loyalty before checkout. https://www.youtube.com/embed/45_6wFbBOtY 2026-08-14T08:00:46.000Z https://cxtoday.com/customer-journey-analytics-broken-ai 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/08/CXcoll-EffectDig-TG-SK-RF.jpg Your Customer Journey Analytics Are Broken – And Buying More AI Won't Fix It Givens and Kara explain why end-to-end journey visibility keeps failing, and why buying more AI before fixing the foundations won't help. https://www.youtube.com/embed/0UQGLM1Q5TM 2026-08-13T14:03:13.000Z https://cxtoday.com/can-ai-make-restaurant-service-more-human 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/08/lumiereAI-AZ-FR-1.jpg Can AI Make Restaurant Service More Human? Discover how real-time AI recommendations could help restaurants grow revenue while keeping service natural, personal, and guest-focused. https://www.youtube.com/embed/giAzbeQaWGM 2026-08-12T15:00:35.000Z https://cxtoday.com/ai-customer-experience-problem 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/08/rocketphone-MC-RF.png The AI Race Has a Customer Experience Problem RocketPhone.ai CEO Muj Choudhry explains why AI customer experience projects need trusted data, human oversight, and clear business outcomes. https://www.youtube.com/embed/fbZh03u8o9k 2026-08-10T08:00:36.000Z https://cxtoday.com/tropical-smoothie-cafe-uses-qualtrics-to-turn-reviews-into-revenue 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/08/tropicalsmoothie-CS-NW.png Tropical Smoothie Cafe Uses Qualtrics to Turn Reviews Into Revenue Chris Sasser explains how Tropical Smoothie Cafe uses Qualtrics to connect customer feedback operational speed, and sales growth. https://www.youtube.com/embed/0RenPwiSfa8 2026-08-07T14:22:09.000Z https://cxtoday.com/context-decay-could-be-your-ais-weakest-link 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/08/celigo-MG-FR.jpg Context Decay Could Be Your AI’s Weakest Link Learn why enterprise AI needs current business context to make reliable decisions across customer service and operations. https://www.youtube.com/embed/FPGNlDdRGcI 2026-08-06T15:25:06.000Z https://cxtoday.com/your-shoppers-are-rethinking-fast-fashion-what-now 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/08/alicia-fr-trustpilot.jpg Your Shoppers Are Rethinking Fast Fashion, What Now? Retail shoppers demand quality and easy recovery when issues arise. Explore the CX changes brands need to make. https://www.youtube.com/embed/m6BgPAShkfA 2026-08-04T15:29:41.000Z https://cxtoday.com/hubspot-signal-debt-acoustic-alexi-hatch 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/08/acoustic-AH-RF.png HubSpot Got the Blame, But Does the Whole Industry Have the Same Problem? Acoustic CMO Alexi Hatch on "signal debt," the opt-in line brands keep crossing, and why borrowed enrichment data is a major CX problem. https://www.youtube.com/embed/GcyKwvrZF80 2026-08-04T12:03:43.000Z https://cxtoday.com/are-brands-finally-listening-to-social-media-customers 2026-09-25T10:44:12.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/ICUC-GP-FR.png Are Brands Finally Listening to Social Media Customers? Learn how brands can use AI for social customer service while protecting trust through human judgment and governance. https://www.youtube.com/embed/dLPBs-5qL98 2026-07-31T08:00:15.000Z https://cxtoday.com/the-ai-personalization-trap-cx-leaders-must-avoid 2026-09-25T10:44:12.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/concentrix-treasure-KZ-GB-NW.jpg The AI Personalization Trap CX Leaders Must Avoid Kristen Zhou of Treasure AI and Guy Bourgault of Concentrix warn that AI personalization could damage customer trust without strong consent. https://www.youtube.com/embed/wZk1C3c0fgY 2026-07-30T08:56:29.000Z https://cxtoday.com/how-to-stop-your-sales-teams-hurting-cx 2026-09-25T10:44:12.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/How-to-Stop-Your-Sales-Teams-Hurting-CX.png How to Stop Your Sales Teams From Hurting CX Find out why improving seller behavior could help organizations build stronger customer relationships from day one. https://www.youtube.com/embed/UOY-shNoNfk 2026-07-29T14:00:10.000Z https://cxtoday.com/gartner-magic-quadrant-conversational-ai-2026-wayne-butterfield 2026-09-25T10:44:12.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/STX-WB-RF.png Why the 2026 Conversational AI Gartner Magic Quadrant Doesn't Add Up Wayne Butterfield questions the 2026 Gartner Conversational AI MQ, calls out an acquisition double standard, and shares what buyers should do https://www.youtube.com/embed/fEbbiJ1crX4 2026-07-29T09:48:30.000Z https://cxtoday.com/the-agentforce-sales-lessons-every-enterprise-needs 2026-09-25T10:44:12.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/salesforce-KB-FR.png The Agentforce Sales Lessons Every Enterprise Needs Salesforce shares how Agentforce Sales is helping enterprises understand what AI agents need to succeed in sales. https://www.youtube.com/embed/_cdTM0GdNcc 2026-07-27T15:00:30.000Z https://cxtoday.com/sap-cmo-ai-customer-data-strategy-cx 2026-09-25T10:44:12.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/SAP-SR-RF-1.png SAP's CMO on Why Brands Are Sitting on a "Dark Data" Time Bomb SAP Engagement Cloud CMO on why 43% of Gen Z using AI agents to buy is forcing brands to rethink how they act on customer data. https://www.youtube.com/embed/MAE4bbGKI4Q 2026-07-24T12:00:23.000Z https://cxtoday.com/why-are-brands-still-failing-customers-with-generic-ai 2026-09-25T10:44:12.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/gladly-AF-FR.png Why are Brands Still Failing Customers with Generic AI? Explore why bad AI experiences frustrate customers and how brands can rebuild trust through smarter CX automation. https://www.youtube.com/embed/4OYK9-IFGAc 2026-07-23T15:35:52.000Z https://cxtoday.com/gartner-managing-ai-agents-customer-service 2026-09-25T10:44:12.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/gartner-KR-RF-1.png Gartner to CX Leaders: Stop Treating AI Agents Like Employees Gartner VP Analyst Kathy Ross explains why managing AI agents like human employees is a costly mistake, and who should own AI oversight. https://www.youtube.com/embed/WbbpRJSUhQo 2026-07-22T15:11:37.000Z https://cxtoday.com/chainguard-ai-cybersecurity-remediation 2026-09-25T10:44:12.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/chainguard-QC-NW.png 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. https://www.youtube.com/embed/FXP_5mlkEd8 2026-07-22T12:37:31.000Z https://cxtoday.com/why-how-was-your-flight-now-defines-airline-loyalty 2026-09-25T10:44:12.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/sogolytics-JC-FR.png Why “How Was Your Flight?” Now Defines Airline Loyalty Explore why airline customer experience is becoming a defining factor in passenger loyalty and repeat bookings. https://www.youtube.com/embed/E9hyuIzaYfM 2026-07-21T15:00:36.000Z https://cxtoday.com/the-crm-stack-is-cracking-treasure-ai-warns 2026-09-25T10:44:12.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/treasureAI-RF-NW.png The CRM Stack Is Cracking, Treasure AI Warns Treasure AI’s Rafael Flores explains why legacy CRM and CDP stacks may be too slow for AI-native customer engagement. https://www.youtube.com/embed/iZ5bQN9vftU 2026-07-20T15:33:41.000Z https://cxtoday.com/why-your-ai-pilots-are-losing-trust 2026-09-25T10:44:12.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/quig-JA-PL-FR.png 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. https://www.youtube.com/embed/PEugkTp84oA 2026-07-15T15:00:08.000Z https://cxtoday.com/red-hat-explains-the-agentic-ai-cybersecurity-risk-cx-teams-cant-ignore 2026-09-25T10:45:34.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/redhat-vincent-nicole.png 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. https://www.youtube.com/embed/ID3bgU0nxjs 2026-07-15T14:23:42.000Z https://cxtoday.com/valoir-warns-cx-leaders-ai-ambition-can-backfire-fast 2026-09-25T10:44:12.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/rebecca-wetterman.jpg Valoir Warns CX Leaders: AI Ambition Can Backfire Fast Rebecca Wettemann of Valoir joins CX Today to discuss AI in customer experience, from data challenges and workforce change to trust, governance, and scaling beyond pilots. https://www.youtube.com/embed/931jyIcsJwA 2026-07-14T11:53:56.000Z https://cxtoday.com/your-ai-shouldnt-own-the-relationship-the-crm-relationship-trap 2026-09-25T10:45:34.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/john-golden.jpg "Your AI Shouldn't Own the Relationship" The CRM Relationship Trap Learn how to improve your AI-led CRM, reduce sales friction, and keep trust central to customer engagement. https://www.youtube.com/embed/_7y0YwhLaBM 2026-07-10T11:00:47.000Z https://cxtoday.com/legacy-cx-platforms-turn-to-ai-native-acquisitions-as-agent-race-heats-up 2026-09-25T10:45:34.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/delight.ai-JK-NWjpg.jpg Legacy CX Platforms Turn to AI-Native Acquisitions as Agent Race Heats Up The Salesforce Fin acquisition shows legacy CRM platforms are buying AI-native CX capabilities to move fast, says John Kim, CEO of Delight.ai. https://www.youtube.com/embed/4lALgpQhius 2026-07-07T14:31:25.000Z https://cxtoday.com/casio-cx-transformation-ringcentral-ai-contact-centre 2026-09-25T10:45:34.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/EMPLOYEE-ENGAGEMENT-60.png How Casio Is Transforming CX With RingCentral - One Deliberate Step at a Time Casio's Mike Bagala on replacing legacy infrastructure with RingCentral and using AI for agent quality control https://www.youtube.com/embed/kkVrbjuCpd4 2026-07-07T13:26:57.000Z https://cxtoday.com/chatgpt-ads-attribution-callrail-ryan-johnson 2026-09-25T10:45:34.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/callrail-ryan-johsnon.jpg 37% of Consumers Have Already Moved On – Is Your Attribution Strategy Ready? ChatGPT has announced that AI advertising is here, and the brands with a strong attribution strategy are going to pull ahead fast. https://www.youtube.com/embed/ymtsCmlJVcc 2026-07-03T10:00:53.000Z https://cxtoday.com/airline-customer-experience-brand-promise-gap 2026-09-25T10:45:34.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/thematic-JW-AM-RF-thumbn.jpg Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment Jeannie Walters and Dr. Alyona Medelyan analyze nearly 2,000 airline reviews to reveal why airline CX breaks down. https://www.youtube.com/embed/e8Kgeywj5gQ 2026-07-02T15:47:42.000Z https://cxtoday.com/cx-leader-ai-transformation-coachability-contact-centre 2026-09-25T10:45:34.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/maxresdefault.jpg Cityside Fiber's CX Leader on AI, Soft Skills, and Owning Your Seat at the Table Cityside Fiber's Andrew Rios on rising customer expectations, why coachability beats skills, and tips for CX leaders starting their AI journey https://www.youtube.com/embed/T1XrFcdg0Yc 2026-07-02T13:32:10.000Z https://cxtoday.com/cresta-cmo-ai-agents-unified-workforce 2026-09-25T10:45:34.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/EMPLOYEE-ENGAGEMENT-57.png Cresta's CMO on the Unified AI Workforce - and Why Synthetic Customers Are the Next Big Thing Cresta CMO Russel Banzon on why AI agents work best alongside humans and how synthetic customers will transform enterprise CX https://www.youtube.com/embed/NWaUqsU3vSA 2026-07-02T12:41:15.000Z https://cxtoday.com/tiktok-go-travel-booking-cx 2026-09-25T10:45:34.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/Quantum-Metric.jpg Is Your Travel Brand About to Become Invisible? TikTok Go Is Changing the Rules Danielle Harvey joins CX Today to discuss how TikTok is reshaping travel, and how brands can protect relationships in a social commerce world. https://www.youtube.com/embed/x9EHYvkUDHY 2026-07-01T14:23:39.000Z https://cxtoday.com/anthropics-fable-shutdown-proves-cx-leaders-need-an-ai-backup-plan 2026-09-25T10:45:34.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/Level-AI-Anthropics.jpg 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. https://www.youtube.com/embed/fpiJURVf3bc 2026-07-01T13:06:35.000Z https://cxtoday.com/nicole-kyle-cmp-research-cx-challenges-2026 2026-09-25T10:45:34.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/EMPLOYEE-ENGAGEMENT-53.png What's Keeping CX Leaders Up at Night? CMP's Nicole Kyle Has the Data CMP Research's Nicole Kyle on the three customer contact crises of 2026: fragmented data, failing self-service, and AI change mismanagement https://www.youtube.com/embed/HB1lCYHDs4E 2026-07-01T11:21:42.000Z https://cxtoday.com/anthropics-ai-identity-gap-why-cx-leaders-need-agent-controls 2026-09-25T10:45:34.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/07/SecureAuth-Anthropics.jpg 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. https://www.youtube.com/embed/6XFgiupIb5o 2026-07-01T09:29:23.000Z https://cxtoday.com/datamarks-playbook-for-real-time-cx-changes 2026-09-25T10:43:52.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/ali-karim-rob-w-datamark.jpg Datamark’s Playbook for Real-Time CX Changes Ali Karim, VP of Solutions at Datamark, explains how to shift from static journey maps to dynamic customer journeys, plus AI adoption tips and CX metrics that matter.Copy messageFork chatDelete messageRegenerate responseEdit as PageGood response https://www.youtube.com/embed/CDNHVk0Fx1E 2026-06-26T11:00:34.000Z https://cxtoday.com/content-guru-warns-cx-teams-devices-are-the-next-customers 2026-09-25T10:43:52.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/contentguru-CM-RF.jpg Content Guru Warns CX Teams: Devices Are the Next Customers Rhys Fisher speaks with Charles Miscampbell of Content Guru about machine customers, IoT, and how connected devices are reshaping CX strategy. https://www.youtube.com/embed/MfkMApxF-oE 2026-06-24T11:00:03.000Z https://cxtoday.com/mythos-model-ban-enterprise-ai-security-risk 2026-09-25T10:43:52.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/copperhelm-ST-FR-thumbn.jpg 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. https://www.youtube.com/embed/rsFd4WDi1B0 2026-06-23T15:49:40.000Z https://cxtoday.com/salesforce-fin-acquisition-cx-analysis 2026-09-25T10:43:52.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/ZK-Research-Salesforce.jpg 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. https://www.youtube.com/embed/Lk12X1ODOPE 2026-06-22T12:08:53.000Z https://cxtoday.com/forethought-cx-ai-roi-antoine-nasr 2026-09-25T10:43:52.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/Forethought-Why.jpg The Way You're Measuring CX AI ROI Is Broken Why ticket deflection is a flawed measure of CX AI ROI and what outcome-based metrics actually look like in practice. https://www.youtube.com/embed/DlDqZ5fr-gw 2026-06-19T10:00:24.000Z https://cxtoday.com/how-ai-voice-ordering-is-freeing-restaurant-staff-to-actually-do-hospitality 2026-09-25T10:43:52.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/Global-Payments-How.jpg How AI Voice Ordering Is Freeing Restaurant Staff to Actually Do Hospitality What does the future of restaurant service look like when the technology becomes invisible? Speaking with Andy Grindstaff, Director of Enterprise Restaurant ... https://www.youtube.com/embed/LJnVKwipogs 2026-06-18T15:14:31.000Z https://cxtoday.com/trustpilot-brand-visibility-ai-reviews 2026-09-25T10:43:52.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/Trustpilot-Your.jpg Trustpilot: Your Brand Is Invisible to AI, And Reviews Are the Fix Trustpilot: why brands without a review presence appear in just 1% of AI answers, and how responding to feedback can push that figure to 75% https://www.youtube.com/embed/VTi2iy2J1Lg 2026-06-17T15:14:52.000Z https://cxtoday.com/pega-peter-van-der-putten-agentic-ai-orchestration 2026-09-25T10:43:32.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/Pegasystems-Why.jpg Pega's AI Lab Director Says Orchestration Beats Raw Agentic AI Power Every Time Pega's AI Lab Director Peter van der Putten explains Customer Engagement Studio, and why agentic AI projects fail. https://www.youtube.com/embed/r5Ob-HZJvlo 2026-06-16T10:36:25.000Z https://cxtoday.com/can-your-cx-vendor-pass-the-risk-test-the-due-diligence-reality-check 2026-09-25T10:43:32.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/nicoleroundtable-KH-MAM-MM.jpg 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. https://www.youtube.com/embed/6xLiSaL-toA 2026-06-15T18:44:14.000Z https://cxtoday.com/mitel-contact-center-tool-overload-customer-experience 2026-09-25T10:43:32.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/mitel-stuart-aldridge.jpg 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. https://www.youtube.com/embed/RGpIY4T3kOg 2026-06-12T12:00:00.000Z https://cxtoday.com/why-faster-refunds-can-backfire-without-smarter-fraud-controls 2026-09-25T10:43:32.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/Appriss-Retail-Why.jpg 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. https://www.youtube.com/embed/o5SK82G3TIQ 2026-06-11T15:52:29.000Z https://cxtoday.com/aithos-finds-every-major-ai-model-fails-eu-legal-checks-why-cx-teams-may-own-the-next-fine 2026-09-25T10:43:32.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/Aithos-Nadia-Kadhim.jpg 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. https://www.youtube.com/embed/sJNOMM4IkDQ 2026-06-11T13:32:21.000Z https://cxtoday.com/salesforce-agentforce-contact-center-ujet 2026-09-25T10:43:32.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/UJET-Salesforce.jpg Salesforce Agentforce Heats Up the Consolidation Fight, UJET Says It Could Backfire UJET's Baker Johnson argues that Salesforce's Agentforce contact center push risks deepening vendor lock-in rather than solving it. https://www.youtube.com/embed/_BoI0WzYLjA 2026-06-11T10:38:29.000Z https://cxtoday.com/cx-ai-outcomes-not-tokens-kustomer-brad-birnbaum 2026-09-25T10:43:32.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/Kustomer-CX.jpg CX AI Needs Outcomes, Not Tokens Kustomer CEO Brad Birnbaum explains why deflection rates and handle time are no longer enough, and how CX leaders should be measuring AI. https://www.youtube.com/embed/LYw36lLNXDQ 2026-06-10T14:47:30.000Z https://cxtoday.com/zoom-cx-transformation-zeus-kerravala 2026-09-25T10:45:53.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/zkresearch-zeus-rhys-thumbn3.jpg Is Zoom the Most Interesting Company in CX Right Now? Zeus Kerravala Thinks So ZK Research analyst Zeus Kerravala breaks down Zoom's shift from video meetings tool to AI-powered system of action — and what it means for CX https://www.youtube.com/embed/5WfE_251-AQ 2026-06-08T13:19:07.000Z https://cxtoday.com/legacy-crm-wasnt-built-for-ai-the-case-for-a-new-stack 2026-09-25T10:45:53.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/Aurasell-Legacy.jpg Legacy CRM Wasn’t Built for AI: The Case for a New Stack Jason Eubanks, Co-Founder and CEO of Aurasell, on why legacy CRM systems may struggle with agentic AI and what CX leaders should ask vendors. https://www.youtube.com/embed/_NgJISfJ3qs 2026-06-05T08:00:46.000Z https://cxtoday.com/kore-ais-raj-koneru-reveals-the-multi-agent-cx-shift-leaders-cant-ignore 2026-09-25T10:45:53.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/Koreai-Raj-1.jpg Kore.ai’s Raj Koneru Reveals the Multi-Agent CX Shift Leaders Can’t Ignore Raj Koneru, Founder and CEO at Kore.ai, explains why multi-agent AI is the next phase of CX, and what leaders need for governance, observability, and real ROI. https://www.youtube.com/embed/P3OkAM5qpaA 2026-06-04T09:00:20.000Z https://cxtoday.com/personalised-ai-video-enterprise-cx 2026-09-25T10:45:53.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/SundaySky-Enterprise.jpg Enterprise AI Video Has a Relevance Problem Personalized AI video is reshaping enterprise CX by delivering relevance, engagement and measurable business value https://www.youtube.com/embed/UceyHpHQ7VA 2026-06-03T15:23:44.000Z https://cxtoday.com/cisco-the-ai-chatbot-era-is-dead-heres-what-comes-next 2026-09-25T10:45:53.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/cisco-vinod-rhys-thumbn.jpg Cisco: The AI Chatbot Era Is Dead – Here's What Comes Next At Cisco Live 2026, Cisco pulled back the curtain on a suite of AI-native tools designed to help organizations orchestrate, secure, and manage a blended work... https://www.youtube.com/embed/pYNS_jZYmkc 2026-06-02T15:00:08.000Z https://cxtoday.com/lean-dtc-teams-personalization-challenges 2026-09-25T10:45:53.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/06/Maestra-Lean.jpg Lean DTC Teams Are Struggling With Personalization, Not Technology Why personalization breaks down for DTC brands despite strong martech stacks and growing automation capabilities https://www.youtube.com/embed/xTo3NJDeyto 2026-06-01T14:42:13.000Z https://cxtoday.com/why-bad-ai-rollouts-break-customer-trust 2026-09-25T10:45:53.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/Screenshot-2026-05-29-165832.png 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. https://www.youtube.com/embed/NYm-RxFFsDY 2026-05-29T15:59:38.000Z https://cxtoday.com/is-the-u-k-losing-the-ai-agent-race-the-deployment-gap-leaders-need-to-close 2026-09-25T10:45:53.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/ringcentral-RT-NW-thumbn.jpg Is the U.K. Losing the AI Agent Race? The Deployment Gap Leaders Need to Close Russell Tilsed, U.K. VP at RingCentral, explains why U.K. firms lag on agentic AI adoption and how to move from pilots to productivity. https://www.youtube.com/embed/ikebO5BjGE8 2026-05-28T13:33:02.000Z https://cxtoday.com/inside-brightcove-prism-how-ux-consistency-became-a-cx-advantage 2026-09-25T10:45:53.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/Brightcove-Inside-1.jpg Inside Brightcove Prism: How UX Consistency Became a CX Advantage Brightcove leaders share how Prism reshapes video workflows through customer‑led design, improving usability, consistency, and CX. https://www.youtube.com/embed/QM-ws-eaHbE 2026-05-27T15:04:50.000Z https://cxtoday.com/supporting-human-cx-agents-in-an-ai-era 2026-09-25T10:36:40.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/firgun-danny-robw-thumbn-1.jpg Supporting Human CX Agents In An AI Era Danny Wareham, Founder and Lead Psychologist at Firgun, joins CX Today to discuss how contact center leaders can support agents through AI change, avoid costly adoption failures, and unlock hidden value in their CX data. https://www.youtube.com/embed/3lDPAv3VJ5g 2026-05-25T09:06:35.000Z https://cxtoday.com/why-non-linear-cx-needs-emotionally-aware-ai 2026-09-25T10:36:40.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/alorica-MC-MS-NW-thumbn.jpg Why Non-Linear CX Needs Emotionally Aware AI Alorica’s co-CEOs explain how emotionally aware AI and real-time data are reshaping dynamic, non-linear customer journeys. https://www.youtube.com/embed/jueEXvthvpk 2026-05-22T08:26:57.000Z https://cxtoday.com/openreach-nice-cognigy-proactive-ai-customer-experience 2026-09-25T10:36:40.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/Openreach-Nice.png Openreach's Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE Openreach's NPS was below zero. Missed appointments were rife. Here's how NiCE Cognigy's proactive AI agents turned that around. https://www.youtube.com/embed/XGg5rf6Ixt0 2026-05-21T10:40:30.000Z https://cxtoday.com/ai-handoffs-are-breaking-trust-concentrix-warns 2026-09-25T10:36:40.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/Concentrix-AI-Handoffs.jpg AI Handoffs Are Breaking Trust, Concentrix Warns Craig Cotton, VP at Concentrix, explains why broken AI-to-human handoffs risk customer trust and how CX teams can improve handoff quality. https://www.youtube.com/embed/XdWNAIdrpsc 2026-05-20T16:13:33.000Z https://cxtoday.com/crm-records-to-systems-of-action-panel 2026-09-25T10:36:40.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/CXT-Roundtable-Nicole-Turning.jpg Turning CRM Data Into Action: A Practical Playbook for CX Leaders Learn how CX leaders can turn CRM and CDP data into systems of action with AI and outcome-led metrics that reduce customer effort. https://www.youtube.com/embed/thHDkHHovDg 2026-05-19T15:29:53.000Z https://cxtoday.com/pocket-os-outage-agentic-ai-governance-cx 2026-09-25T10:36:40.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/redpandaalex-thumbnail.png 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. https://www.youtube.com/embed/c8lJUaVE8xw 2026-05-15T12:00:17.000Z https://cxtoday.com/how-crm-vendor-attio-turned-intercoms-fin-ai-agent-into-an-always-on-sales-rep 2026-09-25T10:36:40.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/maxresdefault.jpg How CRM Vendor Attio Turned Intercom's Fin AI Agent Into an Always-On Sales Rep CRM vendor Attio explains how Intercom's Fin AI agent helps it to meet prospects instantly, 24/7, as customer expectations evolve. https://www.youtube.com/embed/pjG6MJV2mn8 2026-05-14T16:56:52.000Z https://cxtoday.com/ai-brand-visibility-search 2026-09-25T10:36:40.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/Gist-Why.jpg Why Your Brand Is Invisible in AI Search and What Marketers Must Fix How AI-generated answers, sentiment, and structured data are redefining brand visibility and customer discovery. https://www.youtube.com/embed/x-ALQzhUp3k 2026-05-13T15:37:15.000Z https://cxtoday.com/ai-is-breaking-contact-center-security-are-you-ready 2026-09-25T10:36:40.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/CXT-Roundtable-Nicole-AI.jpg 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. https://www.youtube.com/embed/q1DdQKZ4aYI 2026-05-12T15:58:11.000Z https://cxtoday.com/the-online-vs-offline-divide-the-gap-retailers-keep-ignoring 2026-09-25T10:36:40.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/gekkogroup-DT-FR-thumbn.jpg The Online vs Offline Divide: The Gap Retailers Keep Ignoring Discover why inconsistent digital and physical experiences continue to undermine retail customer experience strategies. https://www.youtube.com/embed/Y9QXTRG7bCM 2026-05-12T15:00:59.000Z https://cxtoday.com/nice-hmrc-ccaas-deal-blair-pleasant-analysis 2026-09-25T10:36:40.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/COMMSfusion-RF-Blair-Pleasant.jpg NiCE's $670M HMRC Megadeal – Is Enterprise CCaaS Now a Two-Horse Race? COMMfusion's Blair Pleasant breaks down the NiCE HMRC CCaaS deal, covering hyperscalers, the Capgemini factor, and the 8-year contract. https://www.youtube.com/embed/rKltf2EWCl4 2026-05-11T15:39:48.000Z https://cxtoday.com/why-enterprise-support-stacks-arent-ready-for-ai-agents 2026-09-25T10:37:36.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/SearchUnify-Why.jpg Why Most Enterprise Support Stacks Aren’t Ready for AI Agents SearchUnify CTO Vishal Sharma explains why support workflows, knowledge bases, and guardrails must evolve before enterprises deploy AI agents. https://www.youtube.com/embed/jrs93NM1wF0 2026-05-08T15:15:50.000Z https://cxtoday.com/agentforce-contact-center-cx-fragmentation 2026-09-25T10:37:36.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/salesforce-ZK-DM-RW-1.jpg Is Agentforce Contact Center the Fix for CX Fragmentation, or a New Risk Layer? Zeus Kerravala and Dave Michels debate whether Salesforce's Agentforce Contact Center is a genuine step forward for CX or a new layer of risk. https://www.youtube.com/embed/dn39Z8M3a1k 2026-05-08T09:26:03.000Z https://cxtoday.com/retail-cx-trends-consistency-challenge 2026-09-25T10:37:36.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/happyornot-TW-FR-thumbn.jpg Retail CX Is Up, But Consistency Is the Real Battleground Retail customer satisfaction is rising, but inconsistency across peak hours and stores continues to undermine CX performance. https://www.youtube.com/embed/ihrEiREHzPc 2026-05-07T13:23:36.000Z https://cxtoday.com/cx-infrastructure-resilience-roundtable 2026-09-25T10:36:51.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/YourContactCenter-rhys-roundtableCX-1.jpg Roundtable: Your Contact Center Could Be One Outage Away from Disaster – And You Probably Don't Know It Three CX leaders get honest about why uptime metrics are masking the real resilience problem — and why deploying AI can make it worse. https://www.youtube.com/embed/555SFdXTIkc 2026-05-06T14:39:29.000Z https://cxtoday.com/ai-driven-event-marketing-cx 2026-09-25T10:36:51.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/mobly-ZB-FR-thumbn.jpg Why In-Person Marketing Is Still Broken: How to Transform Event Marketing Mobly CEO Zach Barney discusses how AI is transforming event marketing into a measurable customer experience channel. https://www.youtube.com/embed/ity1m-YxPqg 2026-05-06T13:57:44.000Z https://cxtoday.com/build-or-buy-ai-agents-cx-leaders-face-a-call-says-8x8 2026-09-25T10:36:51.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/05/8x8-Build.jpg Build or Buy AI Agents? CX Leaders Face a Call, Says 8x8 Dhwani Soni, Global VP at 8x8, breaks down why enterprises are choosing custom-built AI agents over off-the-shelf bots in CX. https://www.youtube.com/embed/QAk2_XkgYzo 2026-05-04T10:00:56.000Z https://cxtoday.com/contact-center-ai-failures 2026-09-25T10:36:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/talkdesk-PA-RF.jpg Talkdesk Calls Out the AI Hype Machine – And Offers a Way Out Learn why AI contact center operations fail, how KPIs mislead leaders, and how Talkdesk CXA Operations Center improves visibility. https://www.youtube.com/embed/DVxqQRopQvo 2026-05-04T09:24:28.000Z https://cxtoday.com/why-retail-leaders-are-ditching-scripted-chatbots-for-agentic-ai 2026-09-25T10:36:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/cm.com-GG-NW.jpg Why Retail Leaders Are Ditching Scripted Chatbots for Agentic AI Agentic AI is pushing retail customer experience beyond the limits of scripted chatbots, and Gilbert Gooijers, Managing Director and Chief Operating Officer ... https://www.youtube.com/embed/euQm96ZCasg 2026-05-01T14:18:07.000Z https://cxtoday.com/california-ai-order-cx 2026-09-25T10:36:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/Regal-CEO.jpg Regal CEO says "The AI Regulation Patchwork Is Holding Innovation Back" Regal CEO Alex Levin explains what California’s AI executive order means for customer-facing AI, regulation, transparency, and CX governance. https://www.youtube.com/embed/8nI3QguKaLc 2026-04-30T13:43:57.000Z https://cxtoday.com/why-chatbot-walls-kill-trust-in-travel-cx-concentrix-explains 2026-09-25T10:36:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/Concentrix-Chatbots.jpg 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... https://www.youtube.com/embed/wg9dsmkJodM 2026-04-30T11:21:41.000Z https://cxtoday.com/trust-becomes-the-kpi-what-the-eu-ai-act-forces-cx-teams-to-prove 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/Trust-Becomes-the-KPI-What-the-EU-AI-Act-Forces-CX-Teams-to-Prove.jpg 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. https://www.youtube.com/embed/uAQg4igLvWs 2026-04-28T08:00:09.000Z https://cxtoday.com/customer-journey-orchestration-cx-strategy-2026 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/CX-Experts-Expose-the-Ugly-Truth-Behind-Customer-Journey-Orchestration.jpg CX Experts Expose the Ugly Truth Behind Customer Journey Orchestration Customer journey orchestration remains broken in 2026. CX experts reveal why fragmented data continues to derail customer journey success. https://www.youtube.com/embed/fTJc-DVMwd0 2026-04-23T14:45:15.000Z https://cxtoday.com/why-cx-teams-cant-afford-to-ignore-the-network-layer-any-longer 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/Why-CX-Teams-Cant-Afford-to-Ignore-the-Network-Layer-Any-Longer.jpg Why CX Teams Can't Afford to Ignore the Network Layer Any Longer PSTN shutdown pushes CX teams to rethink networks, latency and observability as AI voice reshapes performance https://www.youtube.com/embed/hCNZU8NoG9U 2026-04-23T14:38:07.000Z https://cxtoday.com/adobe-summit-2026-liz-miller-calls-out-the-market-on-ai-strategy-and-shes-not-holding-back 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/Adobe-Summit-2026-Liz-Miller-Calls-Out-the-Market-on-AI-Strategy-and-Shes-Not-Holding-Back.jpg Adobe Summit 2026: Liz Miller Calls Out the Market on AI Strategy – and She's Not Holding Back Liz Miller joins CX Today from Las Vegas to break down what Adobe Summit 2026 actually means for enterprise marketers. https://www.youtube.com/embed/VY0-s5hsfHo 2026-04-22T14:23:30.000Z https://cxtoday.com/why-resolution-is-a-lie-and-the-54b-voice-ai-revolution-thats-already-here 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/synthflow-hakob-rhys-thumbn.jpg Why “Resolution” Is a Lie – and the $54B Voice AI Revolution That's Already Here In this interview, CX Today's Rhys Fisher sits down with Hakob Astabatsyan, CEO of Synthflow AI , off the back of the company's newly announced strategic par... https://www.youtube.com/embed/YGU1DNhwO3o 2026-04-22T08:01:50.000Z https://cxtoday.com/customer-trust-in-online-communities 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/The-Trust-Crisis-in-Online-Communities-What-Brands-Are-Getting-Wrong.jpg The Trust Crisis in Online Communities: What Brands Are Getting Wrong Susan Ganeshan of Emplifi explains why customer trust in online communities is under pressure and what brands must do to rebuild authenticity https://www.youtube.com/embed/4AEvKlGqNVM 2026-04-22T07:52:52.000Z https://cxtoday.com/reinvent-your-value-proposition-or-lose-customers-bain-warns 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/Reinvent-Your-Value-Proposition-Or-Lose-Customers-Bain-Warns.jpg Reinvent Your Value Proposition Or Lose Customers, Bain Warns Customer expectations keep moving, but many enterprise CX programs still sit too far from the CEO and too far from value. https://www.youtube.com/embed/leMVLkcbhJY 2026-04-21T08:00:23.000Z https://cxtoday.com/cmo-roi-data-accountability 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/Why-Most-Marketers-Cant-Actually-Prove-ROI-And-Whats-Changing-2.jpg Why Most Marketers Can't Actually Prove ROI – And What's Changing Marketing budgets are flat, CMO influence is shrinking, and ROI pressure is rising. Marie Bahl, CMO of Uptempo, explains why. https://www.youtube.com/embed/9ncLhJ3Q4q0 2026-04-20T15:45:50.000Z https://cxtoday.com/ai-broken-customer-journeys 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/Why-AI-Is-Not-a-Silver-Bullet-to-Solve-Broken-Customer-Journeys.jpg Why AI Is Not a Silver Bullet to Solve Broken Customer Journeys AI customer journeys fail when automation is layered onto broken processes. Simon Thorpe explains why governance and workflows matter. https://www.youtube.com/embed/f_rtqyV-LxQ 2026-04-17T10:00:07.000Z https://cxtoday.com/sprinklr-spring-26-the-governance-frontier-for-autonomous-ai 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/sprinklr-KS-RW-thumbn.jpg Sprinklr Spring 26: The Governance Frontier For Autonomous AI View on YouTube . Sprinklr's Spring '26 release is built around a challenge most CX leaders know well: autonomous AI only delivers if you can actually trust ... https://www.youtube.com/embed/VVPCh7HGST8 2026-04-17T06:30:37.000Z https://cxtoday.com/real-time-cx-moves-off-dashboards-and-onto-the-retail-front-line 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/soundhoudai-michael-nicole-tn.jpg Real-Time CX Moves Off Dashboards And Onto The Retail Front Line In this CX Today interview, Nicole Willing speaks with Michael Zagorsek, Chief Operating Officer at SoundHound AI, about what’s changing and why real-time decisioning is finally becoming practical across channels. https://www.youtube.com/embed/onf5MkJNKnc 2026-04-16T13:34:02.000Z https://cxtoday.com/roundtable-discussion-your-data-is-lying-to-you-and-your-ai-is-making-it-worse 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/Roundtable-Discussion-Your-Data-Is-Lying-to-You-And-Your-AI-Is-Making-It-Worse.jpg Roundtable Discussion: Your Data Is Lying to You – And Your AI Is Making It Worse Four CX leaders get brutally honest about why organizations are drowning in customer data but still can't act on it https://www.youtube.com/embed/u2gk07EjxAM 2026-04-16T08:00:32.000Z https://cxtoday.com/unified-cx-platform-ai-insights 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/five9-steve-nicole-thumbn.jpg How AI in the Contact Center is Powering Real-Time Insights, Smarter Agents & Better ROI Discover how a unified CX platform uses AI to deliver real-time insights, smarter routing, and personalized customer experiences. https://www.youtube.com/embed/x3JxE8DXFBM 2026-04-15T15:42:29.000Z https://cxtoday.com/the-future-of-community-platforms-ai-automation-the-next-evolution 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/The-Future-of-Community-Platforms-AI-Automation-and-the-Next-Evolution.jpg The Future of Community Platforms: AI, Automation & the Next Evolution Community platforms have come a long way from siloed, one-off research tools – and the next evolution may be closer than you think. https://www.youtube.com/embed/RdWf8ty8p1M 2026-04-15T08:13:20.000Z https://cxtoday.com/how-is-ai-reshaping-crm-customer-data-stacks-how-can-leaders-prove-investments-deliver-value 2026-09-25T10:36:38.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/CXT-Roundtable-Nicole-04-02.jpg How is AI Reshaping CRM & Customer Data Stacks, & How Can Leaders Prove Investments Deliver Value? In this roundtable, a panel of CX leaders from ServiceNow, Zendesk, Zoho, Freshworks, and Arion Research join CX Today's Nicole Willing. https://www.youtube.com/embed/YM-nbXpac3o 2026-04-14T08:00:28.000Z https://cxtoday.com/why-your-cx-strategy-is-failing-your-business-and-what-to-do-about-it 2026-09-25T10:37:03.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/Why-Your-CX-Strategy-Is-Failing-Your-Business-And-What-to-Do-About-It.jpg 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. https://www.youtube.com/embed/uRTRNtMWsd4 2026-04-13T13:23:58.000Z https://cxtoday.com/always-on-still-losing-revenue-the-board-slide-that-links-degraded-cx-to-churn 2026-09-25T10:36:38.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/Always-On-Still-Losing-Revenue-The-Board-Slide-That-Links-Degraded-CX-to-Churn.jpg Always On, Still Losing Revenue: The Board Slide That Links Degraded CX to Churn Always-on service isn’t just CX - it’s a commercial decision. Ross Telfer explains how service failures drives churn and hidden revenue loss. https://www.youtube.com/embed/v7Y9A1drWCQ 2026-04-10T10:00:33.000Z https://cxtoday.com/contact-centre-metrics-ai 2026-09-25T10:36:38.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/CXT-Roundtable-RobW-04-01.jpg CX Metrics In The Age Of AI: Stop Optimising For Speed Contact centre metrics are evolving as AI reshapes CX. Experts explain why AHT is declining and what KPIs leaders should prioritise instead. https://www.youtube.com/embed/TNkaCIW44Ro 2026-04-10T08:10:02.000Z https://cxtoday.com/fcc-offshore-call-center-rules 2026-09-25T10:36:38.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/zkresearch-zeus-rhys-thumbn.jpg The FCC's Offshore Call Center Crackdown Could Be the Shock That Fixes a Broken Industry FCC offshore call center regulation could reshape enterprise CX, compliance, and AI adoption, says ZK Research’s Zeus Keravala. https://www.youtube.com/embed/5AJ-4oOzsJ8 2026-04-09T14:13:19.000Z https://cxtoday.com/why-nfl-teams-are-struggling-with-fan-engagement-and-how-to-fix-it 2026-09-25T10:36:38.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/Why-NFL-Teams-Are-Struggling-with-Fan-Engagement-And-How-to-Fix-It.jpg Why NFL Teams Are Struggling with Fan Engagement, And How to Fix It Amperity's co-founder and CTO breaks down the messy reality of sports fan data, and how agentic AI is changing what teams can actually do. https://www.youtube.com/embed/0rtgIYgP0PA 2026-04-08T10:31:48.000Z https://cxtoday.com/how-cloud-voice-ai-is-reviving-the-contact-center-in-2026 2026-09-25T10:36:38.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/Avoxi-Barbara-Dondiego.jpg How Cloud Voice AI Is Reviving the Contact Center in 2026 Explore how voice AI and CCaaS platforms are transforming contact centers through automation and scalable voice infrastructure. https://www.youtube.com/embed/ayvuRf_kbaE 2026-04-07T14:00:37.000Z https://cxtoday.com/ai-agents-customer-data-the-law-what-cx-leaders-need-to-know 2026-09-25T10:36:38.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/footanstey-kristina-nicole.jpg AI Agents, Customer Data & the Law: What CX Leaders Need to Know View on YouTube . In this interview, Nicole Willing speaks with Kristina Holt, Managing Associate at Foot Anstey , about the legal and privacy implications o... https://www.youtube.com/embed/ohATWuxxzIg 2026-04-07T08:15:09.000Z https://cxtoday.com/ai-ready-data-customer-experience-shaip-ubiquity 2026-09-25T10:36:38.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/From-Raw-Data-to-Real-Time-CX-How-AI-Ready-Data-Can-Drive-Enterprise-Decisions.jpg From Raw Data to Real-Time CX: How AI-Ready Data Can Drive Enterprise Decisions Hardik Parikh of Shaip explains why data readiness, not volume, is the key to scaling AI in customer experience. https://www.youtube.com/embed/WGiiuALaRT8 2026-04-03T08:00:32.000Z https://cxtoday.com/how-ai-agents-will-reshape-customer-engagement-on-social-platforms 2026-09-25T10:36:38.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/04/editorial-workday-ravi-surampudi.jpg How AI Agents Will Reshape Customer Engagement on Social Platforms View on YouTube . Ravi Surampudi, Senior Manager, GTM at Workday , believes the next big shift in social platforms won’t simply be about more automation — it... https://www.youtube.com/embed/B6O1EftkmYU 2026-04-01T08:06:22.000Z https://cxtoday.com/threatlocker-ceo-calls-bs-on-sophisticated-cyberattacks 2026-09-25T10:36:38.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/ThreatLocker-CEO-Calls-BS-on-Sophisticated-Cyberattacks.jpg 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. https://www.youtube.com/embed/nYjhsdskHSU 2026-03-31T15:16:33.000Z https://cxtoday.com/inside-agentforce-contact-center-the-new-ai-plus-human-workforce 2026-09-25T10:36:38.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/Salesforce-Gautam-Vasudev-Agentforce-1.jpg Inside Agentforce Contact Center: The New "AI Plus Human" Workforce Salesforce SVP Gautam Vasudev explains why cost pressure is pushing adoption, but why cost-only thinking can backfire fast. https://www.youtube.com/embed/cVaKC7hgNjE 2026-03-26T11:16:58.000Z https://cxtoday.com/ai-agents-fraud-identity-customer-experience 2026-09-25T10:31:07.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/As-AI-Agents-Enter-Customer-Journeys-Enterprises-Must-Rethink-Fraud-and-Identity.jpg As AI Agents Enter Customer Journeys, Enterprises Must Rethink Fraud and Identity Mary Ann Miller of Prove explains how AI agents are reshaping fraud and digital trust as enterprises rethink security in customer journeys. https://www.youtube.com/embed/gAH8X8KH23U 2026-03-24T15:47:12.000Z https://cxtoday.com/crogl-report-finds-enterprises-facing-16-cyber-attacks-a-year-amid-alert-overload 2026-09-25T10:31:07.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/Crogl-Report-Finds-Enterprises-Facing-16-Cyber-Attacks-a-Year-Amid-Alert-Overload-.jpg Crogl Report Finds Enterprises Facing 16 Cyber Attacks a Year Amid Alert Overload Enterprises face 16 cyber attacks a year and 4,000+ daily alerts, as Crogl warns alert overload and AI-driven threats are pushing SecOps to the limit. https://www.youtube.com/embed/uzzzGgZT8rk 2026-03-24T11:49:41.000Z https://cxtoday.com/the-trust-gap-killing-ai-rollouts-in-cx-and-how-leaders-fix-it 2026-09-25T10:31:07.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/flourish-kath-sp.jpg The Trust Gap Killing AI Rollouts in CX, And How Leaders Fix It In this episode of CX Today, host Rob Wilkinson is joined by Kathryn Simons Porter, Founder of Flourish Business Consulting , to unpack the “AI and trust par... https://www.youtube.com/embed/NJ2j8EM0tA8 2026-03-23T09:30:46.000Z https://cxtoday.com/outcome-based-pricing-in-cx-the-future-of-ai-support 2026-09-25T10:31:07.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/Outcome-Based-Pricing-in-CX-The-Future-of-AI-Support.jpg Outcome-Based Pricing in CX: The Future of AI Support? Matt Price, CEO of Crescendo, explores how Gen AI is reshaping CX pricing - driving a shift to outcome-based models. https://www.youtube.com/embed/nONtxlOV3vY 2026-03-19T11:40:32.000Z https://cxtoday.com/adobe-ceo-exit-cx-ai 2026-09-25T10:31:07.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/editorial-Adobe-CEO-stepping-down-Liz-miller.jpg Adobe's CEO Is Out – What Will Happen to the CX Empire He Built? Analyst Liz Miller explains what Adobe’s CEO exit means for enterprise CX, AI strategy, Brand Concierge, and the next leader’s priorities. https://www.youtube.com/embed/FSsxUrd3MSU 2026-03-17T16:37:56.000Z https://cxtoday.com/customer-service-trends-2026 2026-09-25T10:31:07.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/Shep-Hyken.jpg AI Hype vs Customer Reality: The State of CX in 2026 Shep Hyken explains why product quality, convenience, and human support still matter in customer service in 2026. https://www.youtube.com/embed/HH4DOtRC4mE 2026-03-16T13:09:37.000Z https://cxtoday.com/60-70-of-your-contact-center-calls-could-already-be-handled-by-ai-so-why-arent-they 2026-09-25T10:31:07.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/cloudinteract-simon-rhys-thumbnail.jpg 60-70% of Your Contact Center Calls Could Already Be Handled by AI. So Why Aren't They? Cloud Interact CEO Simon Leyland on AWS's MDF push, why legacy contact center vendors should be worried, and the data behind that 60–70%. https://www.youtube.com/embed/-TjeTmn3Ghs 2026-03-12T10:34:14.000Z https://cxtoday.com/human-first-ai-customer-service-smb 2026-09-25T10:31:07.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/Human-First-AI-Why-SMBs-Should-Rebalance-Not-Replace.jpg Human-First AI: Why SMBs Should Rebalance, Not Replace Nathan Strum, CEO of Abby Connect, explains why SMBs should adopt a human-first AI strategy and why generative AI may increase CX costs. https://www.youtube.com/embed/-gA16g325jY 2026-03-11T09:00:40.000Z https://cxtoday.com/why-ai-is-a-bigger-risk-to-customer-trust-than-you-think 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/jimmyhosang-rob-thumbnail.jpg Build vs Buy: Why DIY AI Is A Bigger Risk To Customer Trust Than You Think Building your own AI sounds like the smart, cost-effective move. But according to Jimmy Hosang, the reality is far messier. https://www.youtube.com/embed/YDT5Lj2xJj8 2026-03-10T09:00:51.000Z https://cxtoday.com/why-bolt-on-ai-is-killing-cx-roi 2026-09-25T10:31:07.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/bloomreach-raj-reach.jpg Why “Bolt-On AI” Is Killing CX ROI AI may be everywhere in customer experience, but according to Bloomreach CEO and Co-Founder Raj De Datta, much of it still falls short. https://www.youtube.com/embed/dbMHRWlDAfg 2026-03-06T09:00:44.000Z https://cxtoday.com/pragmatic-ai-vs-science-projects-how-to-fix-broken-customer-experiences 2026-09-25T10:31:07.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/qualtrics-brad-nicole-thumbnail-1.jpg Pragmatic AI vs. "Science Projects": How to Fix Broken Customer Experiences In an era where data breaches are daily headlines, how a company handles a mistake matters more than the mistake itself. Brad Anderson, President of Product ... https://www.youtube.com/embed/vQBj8b96-G4 2026-03-05T14:27:40.000Z https://cxtoday.com/the-future-of-marketing-how-brands-can-build-trust-in-an-ai-driven-world 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/Catalyst-Marketing-Future.jpg The Future of Marketing: How Brands Can Build Trust in an AI-Driven World Francesca Roche joins Robin Emiliani of Catalyst Marketing, to discuss AI trust and the findings of OptiMove’s 2026 Marketing Fatigue Report. https://www.youtube.com/embed/e4jJh6QwiMc 2026-03-04T11:00:12.000Z https://cxtoday.com/the-strategic-cx-question-most-brands-cannot-answer 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/03/The-Strategic-CX-Question-Most-Brands-Cannot-Answer.jpg The Strategic CX Question Most Brands Cannot Answer Want to dive into strategic CX? Colin Shaw, Founder & CEO of Beyond Philosophy explains how to unlock digital transformation in CX. https://www.youtube.com/embed/5aXV8KeVxk0 2026-03-02T16:41:58.000Z https://cxtoday.com/california-targets-surveillance-pricing-what-it-means-for-retail-grocery-and-hotels 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/02/Reed-Smith-California.jpg 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. https://www.youtube.com/embed/fCo7of0oum4 2026-02-27T09:00:24.000Z https://cxtoday.com/who-is-liable-when-ai-agents-go-rogue 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/02/SurfShark-Liable-1.jpg Who is Liable When AI Agents Go Rogue? Agentic AI is shifting from content generation to real-world execution - bringing new security, liability, and governance risks. https://www.youtube.com/embed/e6s-GOKLmmg 2026-02-26T09:00:34.000Z https://cxtoday.com/what-moltbook-reveals-about-the-hidden-security-risks-of-autonomous-ai-agents 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/02/kovant-ali-nicole-1.jpg What Moltbook Reveals About the Hidden Security Risks of Autonomous AI Agents Sarrafi argues that enterprises must stop trusting the LLM to police itself. Instead, he advocates for treating agents as "digital employees". https://www.youtube.com/embed/U8aQAN6jQMI 2026-02-24T09:00:55.000Z https://cxtoday.com/human-in-the-loop-is-becoming-cxs-new-skills-crisis 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/02/GenAssess-Human.jpg Human In The Loop Is Becoming CX’s New Skills Crisis Human in the loop is quickly moving from an AI buzzword to a real operating requirement for customer experience teams. In this episode of Human in the Loop, ... https://www.youtube.com/embed/h-3lLkRn-68 2026-02-23T11:02:48.000Z https://cxtoday.com/linkedins-role-in-modern-b2b-community-and-social-engagement 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/02/tmp-Linkedin.jpg LinkedIn’s Role In Modern B2B Community and Social Engagement Sarah Stephenson, Social Director at tmp , shares insight into how LinkedIn continues to shape B2B community and social engagement strategies. LinkedIn remai... https://www.youtube.com/embed/vmTF6lLAEpo 2026-02-20T13:00:26.000Z https://cxtoday.com/from-announcements-to-actual-conversations-infobips-blueprint-for-cx-that-sticks 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/02/Infobip-Customer.jpg From Announcements to Actual Conversations: Infobip's Blueprint for CX That Sticks Most sports teams treat fan communication like a light switch. Game week? On. Off-season? Dark. But according to Emily Flanigan , Head of Marketing in the Am... https://www.youtube.com/embed/XfgU6kx8qG0 2026-02-19T15:04:20.000Z https://cxtoday.com/pindrop-takes-on-ai-voice-deepfakes-why-your-contact-center-is-already-under-attack 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/02/Pindrop-Takes.jpg Pindrop Takes on AI Voice Deepfakes: Why Your Contact Center Is Already Under Attack Pindrop’s integration with NICE CXone aims to detect synthetic voice attacks in real time - without adding customer friction. https://www.youtube.com/embed/NBWlvpm4VZQ 2026-02-18T11:00:21.000Z https://cxtoday.com/the-future-of-retailwork-inside-traxlos-ai-driven-task-model 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/02/Traxlo-Future.jpg The Future of Retail Work: Inside Traxlo’s AI-Driven Task Model In this interview with Paul Vezelis, Co-Founder and CEO of Traxlo, we explore how the platform is reshaping retail operations. https://www.youtube.com/embed/kCBDwPDDtCE 2026-02-17T15:00:07.000Z https://cxtoday.com/why-customer-service-experience-is-getting-worse-and-how-leaders-can-fix-it-alex-mead 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/02/EPIC-CX-The-New.jpg Why Customer Service Experience Is Getting Worse (and How Leaders Can Fix It) | Alex Mead Alex Mead explains why CX is broken, where AI helps, and how leaders can rebuild CSX. https://www.youtube.com/embed/5taiqMjEoz8 2026-02-16T11:47:25.000Z https://cxtoday.com/no-breach-real-risk-the-data-privacy-threats-cx-leaders-cant-ignore 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/02/Ironwall-RonZ-NicoleW.jpg No Breach, Real Risk: The Data Privacy Threats CX Leaders Can’t Ignore Nicole Willing is joined by Ron Zayas, CEO of Ironwall by Incogni, to discuss why "no breach" doesn't necessarily mean "no risk". https://www.youtube.com/embed/sfcAaK4QSvw 2026-02-12T14:00:42.000Z https://cxtoday.com/modernizing-the-contact-center-with-ai-rebecca-wettemann-on-rethinking-metrics-handoffs-and-agent-experience 2026-09-25T10:30:41.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/02/RebeccaW-RobW-thumbnail.jpg Modernizing the Contact Center with AI: Rebecca Wettemann on Rethinking Metrics, Handoffs, and Agent Experience Valoir Principal Rebecca Wettemann explains why legacy contact center metrics like AHT and FCR no longer work. https://www.youtube.com/embed/DuSbf-1dlSk 2026-02-10T16:34:50.000Z https://cxtoday.com/are-ai-layoffs-breaking-customer-experience 2026-09-25T10:29:56.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/02/TieTechnology-Are-AI.jpg Are AI Layoffs Breaking Customer Experience? As companies rush to deploy AI in customer service, many are ignoring broken CX processes, leading to their failure. https://www.youtube.com/embed/JLGj_QyXiZE 2026-02-09T15:08:49.000Z https://cxtoday.com/third-party-ai-risk-the-vendor-questions-cx-must-ask-before-procurement-signs 2026-09-25T10:29:56.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/02/Punk-CX-Third.jpg Third-party AI risk: the vendor questions CX must ask (before procurement signs) Find out why leaders are rushing into AI under pressure from boards, competitors, and vendors, often without truly understanding how it works or putting the ... https://www.youtube.com/embed/ObXyuzVPG8s 2026-02-03T15:49:19.000Z https://cxtoday.com/commerce-orchestration-retail-cx-talkdesk 2026-09-25T10:29:56.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/01/Talkdesk-Takes.jpg Talkdesk Takes the Gloves Off: How Commerce Orchestration Is Fixing Broken Retail CX Talkdesk’s Michael Klein explains how commerce orchestration, agentic AI, and CX automation help retailers turn customer service into a growth engine. https://www.youtube.com/embed/DExk4TB6gTw 2026-01-26T15:08:51.000Z https://cxtoday.com/always-on-customer-service-ai-contact-centres 2026-09-25T10:29:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2026/01/Injection-Consulting-Always.jpg The ‘Always On’ Myth: Why Your After-Hours Strategy is Failing Customers Many brands claim 24/7 customer service, but AI-only overnight support is creating frustrated customers, burned-out agents, and operational backlogs. https://www.youtube.com/embed/Tn_fxcz31No 2026-01-06T15:27:41.000Z https://cxtoday.com/customer-experience-predictions-2026 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/12/Untitled-design-98.jpg CX Today's 12 Trends of Christmas: Expert Predictions for 2026 12 CX analysts, vendors, and practitioners share their biggest customer experience predictions for 2026, from agentic AI to data governance and personalization at scale. https://www.youtube.com/embed/jw5V6I3RL1A 2025-12-23T16:23:33.000Z https://cxtoday.com/how-martin-teasdale-built-a-683-member-community-to-fight-burnout 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/12/Team-Leader-Community-Burnout.jpg 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. https://www.youtube.com/embed/__eFyaGDgk4 2025-12-22T17:01:42.000Z https://cxtoday.com/why-wall-street-is-suddenly-nervous-about-your-contact-center-vendor 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/12/ZK-thumbnail-AWS.jpg Why Wall Street is Suddenly Nervous About Your Contact Center Vendor Rob Scott and Zeus Kerravala discuss the end of the per-seat model. Discover why AI agents are disrupting contact center economics at AWS re:Invent. https://www.youtube.com/embed/QJ_DVDpzV5E 2025-12-05T05:00:57.000Z https://cxtoday.com/the-latest-on-servicenow-ai-experience-qualtrics-6-75mn-pg-forsta-acquisition-more 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/10/Big-CX-News-25-10.jpg The Latest on ServiceNow AI Experience, Qualtrics' $6.75MN PG Forsta Acquisition, & More This month’s lineup includes: Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wettemann... https://www.youtube.com/embed/0IFZGtIK2Y0 2025-10-15T09:18:11.000Z https://cxtoday.com/analyzing-the-gartner-magic-quadrant-for-ccaas-2025 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/10/sddefault-copy.jpg Analyzing the Gartner Magic Quadrant for CCaaS 2025 CX Today's Charlie Mitchell hosts analysts Zeus Kerravala and Liz Miller to unpack the surprises and missing visionaries in Gartner's 2025 CCaaS Magic Quadrant. https://www.youtube.com/embed/F0RX7793zoQ 2025-10-06T11:32:48.000Z https://cxtoday.com/connected-intelligence-and-the-end-of-the-drudge-work-says-nate-brown 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/10/Nate-thumbnail.jpg Connected Intelligence and the End of the Drudge Work, Says Nate Brown Nate Brown, Head of Education & Enablement at Metric Sherpa, shares his WebexOne 2025 insights on AI, Connected Intelligence, and the balance between automation and human empathy in customer experience. https://www.youtube.com/embed/eEV6B4Jsw58 2025-10-02T15:15:21.000Z https://cxtoday.com/who-leads-the-ccaas-space-in-2025-webex 2026-09-23T09:53:17.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/08/Who-Leads-the-CCaaS-Space-in-2025.jpg Who Leads the CCaaS Space in 2025? CX Today's Charlie Mitchell and analyst Zeus Kerravala break down who's leading the CCaaS market in 2025, and who's falling behind. https://www.youtube.com/embed/PWZj7Xw-r8g 2025-09-04T12:21:01.000Z https://cxtoday.com/the-latest-on-thoma-bravo-rolling-up-verint-salesforces-acquisition-streak-more 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/09/big-cx-news-sep-25-850.jpg 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... https://www.youtube.com/embed/uMesiW_2mIo 2025-09-03T13:20:35.000Z https://cxtoday.com/content-guru-on-its-cloud-contact-center-differentiators-wins-vision-big-update 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/08/content-guru-big-cx-850.jpg 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 ... https://www.youtube.com/embed/Zdgums5pB3o 2025-08-29T12:00:05.000Z https://cxtoday.com/the-latest-on-salesforce-servicenows-1-5bn-genesys-investment-nice-cognigy-five9s-departures 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/08/The-Latest-on-Salesforce-ServiceNows-1.5BN-Genesys-Investment-NiCE-Cognigy-Five9s-Departures-CX-Today-News.jpg The Latest on Salesforce & ServiceNow's $1.5BN Genesys Investment, NiCE-Cognigy, Five9's Departures Watch on YouTube. CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space. Five prominent CX analysts jo... https://www.youtube.com/embed/kR45ahzk95M 2025-08-07T14:07:23.000Z https://cxtoday.com/big-cx-news-the-latest-on-agentforce-3-new-ai-studios-from-nice-genesys 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/07/Big-CX-News-The-Latest-on-Agentforce-3-New-AI-Studios-from-NiCE-Genesys-CX-Today-News.jpg 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... https://www.youtube.com/embed/CF-8k0pmzH4 2025-07-15T10:24:06.000Z https://cxtoday.com/implementing-contact-center-copilots-2degrees-challenges-lessons-and-best-practices 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/07/NiCE_WAnderson.jpg Implementing Contact Center Copilots: 2degrees' Challenges, Lessons, and Best Practices Watch on YouTube. CX Today's Charlie Mitchell hosts Wayne Anderson, General Manager of Digital Delivery at 2degrees . Anderson discusses how the popular tele... https://www.youtube.com/embed/1pnEgNl21-U 2025-07-03T16:39:06.000Z https://cxtoday.com/nice-secures-a-big-ccaas-win-with-talktalk-enjoys-a-spike-in-sovereign-cloud-deployments 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/07/NiCE_DRushworth_850.jpg 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... https://www.youtube.com/embed/fA9JSA5P4Cg 2025-07-02T14:17:01.000Z https://cxtoday.com/ai-agents-vs-agentic-ai-machine-customers-personalized-ai-a-breakdown 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/06/NiCE_OpusResearch_850.jpg AI Agents vs. Agentic AI, Machine Customers, & Personalized AI: A Breakdown Watch on YouTube. AI agents and agentic AI are two terms often used interchangeably. Yet, they're not the same thing. Understanding this distinction is criti... https://www.youtube.com/embed/pwrfXj16IpY 2025-06-23T15:00:38.000Z https://cxtoday.com/the-college-of-healthcare-professions-chcp-on-how-its-transforming-student-experiences 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/06/NiCE_DBent_850.jpg The College of Health Care Professions (CHCP) on How Its Transforming Student Experiences Watch on YouTube. The College of Health Care Professions (CHCP) strives to help students gain the knowledge, skills, and proficiency needed to take entry-lev... https://www.youtube.com/embed/PWMJ9wwsOc4 2025-06-23T11:00:01.000Z https://cxtoday.com/nice-interactions-2025-a-review-w-barry-cooper 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/06/NiCE_BCooper_850-1.jpg NiCE Interactions 2025: A Review w/ Barry Cooper Watch on YouTube. Barry Cooper, President of the CX Division at NiCE , headlined Day Three at Interactions 2025. He stopped by the NiCE media desk after his ... https://www.youtube.com/embed/CTUNKLLjIWI 2025-06-19T10:15:42.000Z https://cxtoday.com/customer-experience-design-dont-use-tech-to-do-old-things-in-new-ways 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/06/NiCE_JAsk_850.jpg 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... https://www.youtube.com/embed/-QamYBQO20Y 2025-06-18T19:13:58.000Z https://cxtoday.com/secure-the-quick-wins-first-how-the-frontline-group-is-advancing-its-customer-service-experiences 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/06/NiCE_JBlankenship_850.jpg Secure the Quick Wins First: How the Frontline Group Is Advancing Its Customer Service Experiences Watch on YouTube Predictive, generative, agentic... there are many forms of AI creeping into customer service. However, before boiling the ocean, contact cen... https://www.youtube.com/embed/_Tbrn_YDhpQ 2025-06-18T16:51:45.000Z https://cxtoday.com/nice-on-its-new-snowflake-servicenow-aws-partnerships-previews-interactions-2025 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/06/NiCE_ElizabethTobey_850-1.jpg NiCE on Its New Snowflake, ServiceNow, & AWS Partnerships, Previews Interactions 2025 Watch on YouTube NiCE Interactions is back for 2025, and Elizabeth Tobey, VP of Marketing at NiCE , joined CX Today's Charlie Mitchell for a last-minute even... https://www.youtube.com/embed/PdP1nnpNqds 2025-06-17T10:30:05.000Z https://cxtoday.com/customer-contact-week-2025-a-preview-of-the-worlds-largest-contact-center-event 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/06/Customer-Contact-Week-2025-A-Preview-of-the-Worlds-Largest-Contact-Center-Event-CX-Today-News.jpg Customer Contact Week 2025: A Preview of the World's Largest Contact Center Event Watch on YouTube. CX Today's Charlie Mitchell hosts Mario Matulich, President of the Customer Management Practice . Matulich discusses what to expect from th... https://www.youtube.com/embed/ACfH25oPl-I 2025-06-02T12:21:59.000Z https://cxtoday.com/the-latest-on-another-big-call-center-lawsuit-microsoft-teams-new-contact-center-integration-model 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/05/BigCXNews_May25_850.jpg The Latest on Another Big Call Center Lawsuit, Microsoft Teams' New Contact Center Integration Model CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts to dissect each s... https://www.youtube.com/embed/nlzNzvk3viE 2025-05-02T08:08:31.000Z https://cxtoday.com/salesforce-update-the-google-gemini-announcement-agentforce-2dx-itsm-push 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/04/Salesforce-Update-The-Google-Gemini-Announcement-Agentforce-2dx-ITSM-Push-CX-Today-News.jpg Salesforce Update - The Google Gemini Announcement, Agentforce 2dx, & ITSM Push Watch on YouTube. In this episode of our Salesforce Update, CX Today's Floyd March hosts two expert customer experience analysts to discuss the latest news i... https://www.youtube.com/embed/KtRxrG7drtU 2025-04-04T13:00:20.000Z https://cxtoday.com/big-cx-news-the-latest-on-the-new-amazon-connect-zendesks-new-contact-center-platform 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/04/Big-CX-News-The-Latest-on-the-New-Amazon-Connect-Zendesks-New-Contact-Center-Platform-CX-Today-News.jpg 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... https://www.youtube.com/embed/RMTEiXM4wsk 2025-04-03T16:15:22.000Z https://cxtoday.com/salesforce-update-the-layoffs-1000-agentforce-deals-the-ai-energy-score 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/02/Salesforce-Update-The-Layoffs-1000-Agentforce-Deals-the-AI-Energy-Score-CX-Today-News.jpg Salesforce Update - The Layoffs, 1,000 Agentforce Deals, & the AI Energy Score Watch on YouTube. In this episode of our Salesforce Update Show, CX Today's Charlie Mitchell hosts three expert customer experience analysts to discuss the l... https://www.youtube.com/embed/m2IZO2kaYIE 2025-02-27T10:38:20.000Z https://cxtoday.com/the-latest-on-avaya-trimming-its-customer-base-googles-bot-that-calls-customer-service-for-you 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/02/The-Latest-on-Avaya-Trimming-Its-Customer-Base-Googles-Bot-That-Calls-Customer-Service-for-You-CX-Today-News.jpg 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... https://www.youtube.com/embed/5Pynij82pW0 2025-02-25T10:18:07.000Z https://cxtoday.com/key-takeaways-from-cisco-live-2025-emea 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/02/Key-Takeaways-from-Cisco-Live-2025-EMEA-CX-Today-News.jpg Key Takeaways from Cisco Live 2025 EMEA Watch on YouTube. Join CX Today's Floyd March and Zeus Kerravala, Principal Analyst at ZK Research , as they explore the key takeaways from Cisco Live 2025 E... https://www.youtube.com/embed/vDNdfwwBHJ0 2025-02-19T14:00:34.000Z https://cxtoday.com/big-cx-news-the-latest-on-servicenows-hiring-push-verints-acquisition-spree-microsoft 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/01/Big-CX-News-The-Latest-on-ServiceNows-Hiring-Push-Verints-Acquisition-Spree-Microsoft-CX-Today-News.jpg Big CX News - The Latest on ServiceNow's Hiring Push, Verint's Acquisition Spree, & Microsoft Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by six prominent CX analysts ... https://www.youtube.com/embed/EchvnlSYsXk 2025-01-30T12:32:57.000Z https://cxtoday.com/nvidia-introduces-its-latest-agentic-ai-innovations-teases-whats-to-come 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/01/nvidia-agentic-ai-850.jpg NVIDIA Introduces Its Latest Agentic AI Innovations, Teases What's to Come Watch on YouTube. CX Today's Charlie Mitchell hosts a conversation reflecting on some of NVIDIA's big agentic AI innovations from January 2025. The conversat... https://www.youtube.com/embed/a_F1KFomFxc 2025-01-24T14:10:21.000Z https://cxtoday.com/salesforce-news-agentforce-2-0-atlas-the-new-look-slack-january-2025 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2025/01/Salesforce-News-Agentforce-2.0-Atlas-the-New-Look-Slack-January-2025-CX-Today-News.jpg 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... https://www.youtube.com/embed/uL06i4S5NtA 2025-01-23T13:00:56.000Z https://cxtoday.com/cx-trends-25-top-10-predictions 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/12/CX-Trends-25-Top-10-Predictions-CX-Today-News.jpg 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... https://www.youtube.com/embed/iidHuQzirfo 2024-12-05T16:00:02.000Z https://cxtoday.com/cx-trends-25-trusted-voices-bold-predictions 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/12/CX-Trends-25-Trusted-Voices-Bold-Predictions-CX-Today-News.jpg CX Trends 2025 - Trusted Voices, Bold Predictions Watch on YouTube. It's that time to unwrap customer experience trends for 2025.This time, we'll be hearing from CX Today's 2024 CX Award judges! While vendor... https://www.youtube.com/embed/GJxijft88hw 2024-12-04T16:00:12.000Z https://cxtoday.com/big-cx-news-the-latest-on-microsofts-ai-agents-afinitis-bankruptcy-sprinklrs-new-ceo 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/12/Big-CX-News-The-Latest-on-Microsofts-AI-Agents-Afinitis-Bankruptcy-Sprinklrs-New-CEO-CX-Today-News.jpg Big CX News - The Latest on Microsoft's AI Agents, Afiniti's Bankruptcy, & Sprinklr's New CEO 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... https://www.youtube.com/embed/uylbtV0foR0 2024-12-04T13:58:56.000Z https://cxtoday.com/cx-trends-2025-award-winning-foresight 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/12/CX-Trends-25-Award-winning-Foresight-CX-Today-News.jpg CX Trends 2025 - Award-winning Foresight Watch on YouTube. It's that time to unwrap customer experience trends for 2025. And who better to hear from than CX Today's 2024 CX Award winners? Each of th... https://www.youtube.com/embed/xtmFcr4Lyf8 2024-12-03T16:00:07.000Z https://cxtoday.com/call-and-contact-centre-expo-2024-a-preview 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/11/Call-and-Contact-Centre-Expo-2024-A-Preview-CX-Today-News.jpg 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... https://www.youtube.com/embed/FFCeawVRPXE 2024-11-26T13:58:08.000Z https://cxtoday.com/probing-the-gartner-magic-quadrant-for-ccaas-2024 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/11/Probing-the-Gartner-Magic-Quadrant-for-CCaaS-2024-CX-Today-News.jpg 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 ... https://www.youtube.com/embed/hZiQsbIOBlY 2024-11-07T17:05:53.000Z https://cxtoday.com/contact-centers-are-you-ignoring-the-elephant-in-the-room 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/10/CCW_Metric-Sherpa.jpg Contact Centers! Are You Ignoring the Elephant In the Room? In the contact center space, it's easy to ignore the elephant in the room: the obvious issues holding us back but that we choose to avoid. Recognizing this, ... https://www.youtube.com/embed/Nupmd_C0CtM 2024-10-28T17:51:58.000Z https://cxtoday.com/the-latest-on-the-salesforce-contact-center-with-amazon-connect-nice-acquiring-playvox-more 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/10/The-Latest-on-the-Salesforce-Contact-Center-with-Amazon-Connect-NICE-Acquiring-Playvox-More-CX-Today-News.jpg The Latest on the Salesforce Contact Center with Amazon Connect, NICE Acquiring Playvox, & More Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by six prominent CX analysts ... https://www.youtube.com/embed/OjFp5ZeqW9c 2024-10-28T12:07:52.000Z https://cxtoday.com/how-can-i-focus-my-contact-center-ai-strategy-advice-from-adventhealth 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/10/CCW_Advent-Health-1.jpg How Can I Focus My Contact Center AI Strategy? Advice from AdventHealth With lots of possible contact center AI use cases and models to mull over, creating a focused strategy is tricky. Thankfully, Michael Guerrero, Director of C... https://www.youtube.com/embed/OYAiiCEDUdM 2024-10-28T09:32:28.000Z https://cxtoday.com/customer-contact-week-nashville-top-takeaways-w-citizens-bank 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/10/CCW_Citizens-Bank.jpg Customer Contact Week Nashville: Top Takeaways w/ Citizens Bank Customer Contact Week Nashville 2024 offers CX leaders the chance to watch keynotes, engage in workshops, and connect with their peers. Cheryl China, SVP of ... https://www.youtube.com/embed/wBxHf4IAp_0 2024-10-25T14:31:10.000Z https://cxtoday.com/will-ai-agents-take-over-customer-service-likewizes-cxo-has-his-say 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/10/CCW_Likewize-850-1.jpg 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... https://www.youtube.com/embed/Cl2mRMvaVyQ 2024-10-25T13:21:44.000Z https://cxtoday.com/blending-ai-digital-and-humans-experiences-lessons-from-nationwides-cx-strategist 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/10/CCW_Nationwide2.jpg Blending AI, Digital, and Humans Experiences: Lessons from Nationwide's CX Strategist CX Today's Charlie Mitchell hosts Torrin Webb, Customer Experience Strategist at Nationwide. Broadcast from CCW 2024 in Nashville, we discuss how to best ble... https://www.youtube.com/embed/KIryEK2jAUo 2024-10-24T17:59:57.000Z https://cxtoday.com/michels-on-avayas-key-launches-and-future-relevancy 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/10/Michels-on-Avayas-Key-Launches-and-Future-Relevancy-CX-Today-News.png Dave Michels on Avaya's Key Launches and Future Relevancy Watch on YouTube. CX Today's David Dungay spoke to prominent analyst Dave Michels, Founder of TalkingPointz . In this session we discuss the following: How A... https://www.youtube.com/embed/rtu7LjLmy1g 2024-10-16T11:42:47.000Z https://cxtoday.com/big-cx-news-a-dreamforce-2024-review-ft-agentforce-own-company-ccaas-pilot-program-more 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/09/Big-CX-News-A-Dreamforce-2024-Review-ft.-Agentforce-Own-Company-CCaaS-Pilot-Program-More-CX-Today-News.jpg 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... https://www.youtube.com/embed/OcDjslgzfak 2024-09-26T14:18:05.000Z https://cxtoday.com/big-cx-news-the-latest-on-nices-new-ceo-salesforces-predictspring-acquisition-five9 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/08/Big-CX-News-The-Latest-on-NICEs-New-CEO-Salesforces-PredictSpring-Acquisition-Five9-CX-Today-News.jpg Big CX News - The Latest on NICE's New CEO, Salesforce's PredictSpring Acquisition, & Five9 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... https://www.youtube.com/embed/iWof3R6jxQQ 2024-08-29T14:42:49.000Z https://cxtoday.com/big-cx-news-the-latest-on-the-google-hubspot-fallout-patagonias-call-center-ai-lawsuit-more 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/07/Big-CX-News-The-Latest-on-the-Google-HubSpot-Fallout-Patagonias-Call-Center-AI-Lawsuit-More.jpg Big CX News - The Latest on the Google-HubSpot Fallout, Patagonia's Call Center AI Lawsuit, & More 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... https://www.youtube.com/embed/sl34oRUHp7o 2024-07-24T12:37:42.000Z https://cxtoday.com/analyzing-the-2024-gartner-magic-quadrant-for-cpaas 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/07/mq-cpaas-2024-thumbnail-850.jpg Analyzing the 2024 Gartner Magic Quadrant for CPaaS Watch on YouTube. CX Today's Charlie Mitchell hosts Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance. They present an analysis of the 2024 G... https://www.youtube.com/embed/Vlf_9eVPxc0 2024-07-12T12:34:20.000Z https://cxtoday.com/customer-experience-design-removing-friction-from-customer-journeys-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/Customer-Experience-Design-Removing-Friction-from-Customer-Journeys-CX-Trends.jpg Customer Experience Design: Removing Friction from Customer Journeys - #CXTrends24 Watch on YouTube. CX Today's Charlie Mitchell hosts Todd Unger, Chief Experience Officer at the American Medical Association . The video forms part of our Bi... https://www.youtube.com/embed/ZVYCt8wSQ58 2024-07-01T13:00:59.000Z https://cxtoday.com/proactive-predictive-customer-support-how-lenovo-achieved-it-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/Proactive-Predictive-Customer-Support-How-Lenovo-Achieved-It-CX-Trends.jpg Proactive & Predictive Customer Support: How Lenovo Achieved It (CX Trends) Watch on YouTube. CX Today's Charlie Mitchell hosts Rebecca Achariyakosol, Executive Director of Global Product Services Strategy, Portfolio & Product Manage... https://www.youtube.com/embed/zuksi3zggM8 2024-07-01T13:00:55.000Z https://cxtoday.com/omnichannel-could-genai-offer-the-silver-bullet-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/Omnichannel-Could-GenAI-Offer-the-Silver-Bullet-CX-Trends.jpg Omnichannel: Could GenAI Offer the Silver Bullet? (CX Trends) Watch on YouTube. Susie Harrison, Senior Content Editor , joined Kevin Shatzkamer, Managing Director of Google Cloud’s Conversational Applied AI Engineering ... https://www.youtube.com/embed/SRDUv-xOg94 2024-07-01T13:00:51.000Z https://cxtoday.com/avoiding-pitfalls-when-integrating-virtual-agents-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/Avoiding-Pitfalls-When-Integrating-Virtual-Agents-CX-Trends.jpg Virtual Agents: Avoiding the Pitfalls of Integrating Bots - #CXTrends24 Watch on YouTube. CX Today's David Dungay hosts Shameem Smillie, Head of Product Enablement - Apps, Vonage . The video forms part of our CX Trends series, wh... https://www.youtube.com/embed/jeR2ZAliUWI 2024-07-01T13:00:49.000Z https://cxtoday.com/connect-extend-and-power-your-contact-center-with-microsoft-teams-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/Connect-Extend-and-Power-your-Contact-Center-with-Microsoft-Teams-CX-Trends.jpg Connect, Extend and Power your Contact Center with Microsoft Teams (CX Trends) Watch on YouTube. CX Today's David Dungay hosts Gidi Adlersberg, Director, Voca CIC Business, Audiocodes . The video forms part of our CX Trends series, wher... https://www.youtube.com/embed/WGBxHS4Us7M 2024-07-01T13:00:47.000Z https://cxtoday.com/driving-cx-experiences-with-ai-in-the-mid-market-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/Driving-CX-Experiences-with-AI-in-the-Mid-Market-CX-Trends.jpg AI in the Mid-Market: Driving Better Customer Service Experiences - #CXTrends24 Watch on YouTube. CX Today's David Dungay hosts Frederic Laziou, CEO, Puzzel . The video forms part of our CX Trends series, where we deep dive into a series... https://www.youtube.com/embed/4n7ZFnCbv1A 2024-07-01T13:00:22.000Z https://cxtoday.com/leverage-conversational-intelligence-for-better-cx-outcomes-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/Leverage-Conversational-Intelligence-for-Better-CX-Outcomes-CX-Trends.jpg Conversational Intelligence: Uncovering Insights for Better CX Outcomes - #CXTrends24 Watch on YouTube. CX Today's Susie Harrison talks to Peter Isaacson, CMO of Invoca . The video forms part of our Big CX Trends series, where we deep dive int... https://www.youtube.com/embed/kdVhMWdPN6o 2024-07-01T13:00:22.000Z https://cxtoday.com/cpaas-delivering-faster-stronger-better-cx-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/CPaaS-Delivering-Faster-Stronger-Better-CX-CX-Trends.jpg CPaaS: Delivering Faster, Stronger, & Better CX (CX Trends) Watch on YouTube. CX Today's David Dungay hosts Jay Patel, Webex CPaaS Solutions at Cisco. The video forms part of our CX Trends series, where we deep dive i... https://www.youtube.com/embed/W_S8lh0Kglk 2024-07-01T13:00:19.000Z https://cxtoday.com/5-crm-trends-tearing-through-the-market-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/5-CRM-Trends-Tearing-Through-the-Market-CX-Trends.jpg CRM: 5 Trends Tearing Through the Market - #CXTrends24 Watch on YouTube. CX Today's Charlie Mitchell hosts Ramprakash Ramamoorthy, Director of AI Research at Zoho . The video forms part of our Big CX Trends serie... https://www.youtube.com/embed/sae_OfGXNf8 2024-07-01T13:00:14.000Z https://cxtoday.com/agent-experience-the-secrets-to-an-engaged-contact-center-team-cxtrends24 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/07/Agent-Experience-The-Secrets-to-an-Engaged-Contact-Center-Team-CX-Trends.jpg Agent Experience: The Secrets to an Engaged Contact Center Team - (CX Trends) Watch on YouTube. CX Today's David Dungay hosts Matt Mckernan, SVP, Content Guru . The video forms part of our CX Trends series, where we deep dive into a se... https://www.youtube.com/embed/q5-lIO5VQaA 2024-07-01T13:00:14.000Z https://cxtoday.com/using-llms-to-power-your-knowledge-center-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/Using-LLMs-to-Power-Your-Knowledge-Center-CX-Trends.jpg LLMs: The Misconceptions, Implementation Strategies, & Benefits - #CXTrends24 Watch on YouTube. CX Today's Senior Content Editor Susie Harrison meets Cresta CEO Ping Wu. They deep dive on the use of LLMs in knowledge centers, discussin... https://www.youtube.com/embed/yZ_9D3icdDY 2024-07-01T13:00:11.000Z https://cxtoday.com/generative-ai-customer-experience-strategies-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/Generative-AI-Customer-Experience-Strategies-CX-Trends.jpg Generative AI: Customer Experience Strategies (CX Trends) Watch on YouTube. CX Today's Susie Harrison is joined by Luke Moore, Chief Revenue Officer at Chattermill . The video forms part of our Big CX Trends series,... https://www.youtube.com/embed/Jquag4jRRYo 2024-07-01T13:00:10.000Z https://cxtoday.com/contact-center-ai-are-specialized-bots-the-future-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/Contact-Center-AI-Are-Specialized-Bots-the-Future-CX-Trends.jpg Contact Center AI: Are Specialized Bots the Future? - #CXTrends24 Watch on YouTube. CX Today's Charlie Mitchell hosts Jaime Meritt, Chief Product Officer at Verint. The video forms part of our Big CX Trends series, where we... https://www.youtube.com/embed/81OIQf3pzzU 2024-07-01T13:00:07.000Z https://cxtoday.com/service-sales-marketing-how-to-unite-your-customer-facing-teams-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/Service-Sales-Marketing-How-to-Unite-Your-Customer-Facing-Teams-CX-Trends.jpg Service, Sales, & Marketing: How to Unite Your Customer-Facing Teams - #CXTrends24 Watch on YouTube. CX Today's Charlie Mitchell hosts Chris Pennington, Chief Customer Officer at SugarCRM . The video forms part of our Big CX Trends series, ... https://www.youtube.com/embed/1xxOwsmNtTQ 2024-07-01T13:00:02.000Z https://cxtoday.com/the-modern-contact-center-an-expert-view-cx-trends 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/The-Modern-Contact-Center-An-Expert-View-CX-Trends.jpg The Modern Contact Center: An Expert View (CX Trends) Watch on YouTube. CX Today's Charlie Mitchell hosts Vasili Triant, Chief Operating Officer at UJET . The video forms part of our Big CX Trends series, where ... https://www.youtube.com/embed/XfFM0w0RjCA 2024-06-30T23:00:00.000Z https://cxtoday.com/big-cx-news-the-latest-the-microsoft-dynamics-365-contact-center-nice-mpower-salesforce 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/big-news-850.jpg Big CX News - The Latest the Microsoft Dynamics 365 Contact Center, NICE MPower, & Salesforce 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... https://www.youtube.com/embed/V3dP5U4MvWU 2024-06-27T19:11:44.000Z https://cxtoday.com/ceo-chat-dave-michels-sits-down-with-verints-ceo-dan-bodner 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/CEO-Chat-Dave-Michels-sits-down-with-Verints-CEO-Dan-Bodner-CX-Today-News.jpg 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... https://www.youtube.com/embed/23CLlJKbh8I 2024-06-25T12:42:11.000Z https://cxtoday.com/lean-customer-operations-the-concept-that-transformed-cx-at-pearson 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/shantel-love-850.jpg 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... https://www.youtube.com/embed/krwEGIN6EBA 2024-06-07T18:10:55.000Z https://cxtoday.com/optimizing-patient-outcomes-through-cx-data-analysis-w-arkansas-foundation-for-medical-care 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/nathan-ray-850.jpg Optimizing Patient Outcomes Through CX Data Analysis w/ Arkansas Foundation for Medical Care CX Today's Charlie Mitchell hosts Nathan Ray, SVP of Business Operations at Arkansas Foundation for Medical Care (AFMC). Broadcast from CCW 2024 in Las Vegas... https://www.youtube.com/embed/gbgpZNbsJME 2024-06-07T14:50:21.000Z https://cxtoday.com/the-evolution-of-ccaas-platforms-and-what-to-look-for-in-a-provider 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/chris-crosby-850.jpg The Evolution of CCaaS Platforms and What to Look for in a Provider CX Today's Charlie Mitchell hosts Chris Crosby, Founder & CEO of Ventures CX. Broadcast from CCW 2024 in Las Vegas, we discuss what event attendees should lo... https://www.youtube.com/embed/uVEHMp13PiE 2024-06-07T13:38:08.000Z https://cxtoday.com/the-latest-on-microsofts-copilot-first-ccaas-platform-the-new-five9-salesforce-integration-more 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/zeus-kerravala-ccw-850-1.jpg The Latest on Microsoft’s "Copilot-First" CCaaS Platform, the New Five9-Salesforce Integration, & More CX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst at ZK Research, to run through all the big news from CCW 2024. In the intervi... https://www.youtube.com/embed/8ghfH2kA5Lw 2024-06-06T20:00:48.000Z https://cxtoday.com/customer-experience-design-san-diego-zoo-shares-its-best-practices 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/cx-design-san-diego-zoo-850.jpg 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... https://www.youtube.com/embed/4741j7u-IH8 2024-06-06T19:22:39.000Z https://cxtoday.com/ai-in-customer-service-lessons-from-a-leading-cx-consultant-analyst 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/natalie-petouhoff-850.jpg AI In Customer Service: Lessons From A Leading CX Consultant & Analyst CX Today's Charlie Mitchell hosts Dr. Natalie Petouhoff, a prominent customer experience analyst, author, & consultant. Broadcast from CCW 2024 in Las Vegas,... https://www.youtube.com/embed/kWs4bekWvFc 2024-06-06T16:46:05.000Z https://cxtoday.com/techstyleos-retells-its-digital-cx-transformation-shares-key-learnings 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/techstyleos-850.jpg 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... https://www.youtube.com/embed/6nyXDXz01z0 2024-06-05T18:48:45.000Z https://cxtoday.com/webex-introduces-its-new-contact-center-virtual-agent-shares-more-ai-assistant-use-cases 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/webex-virtual-agent-850.jpg 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 ... https://www.youtube.com/embed/GNCgYmrcit0 2024-06-05T17:42:18.000Z https://cxtoday.com/axos-bank-introduces-a-ai-human-maturity-model-for-cx 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/06/axos-bank-850-1.jpg Axos Bank Introduces a AI + Human Maturity Model for CX CX Today's Charlie Mitchell hosts Pallavi Walawalkar, Head of Centers of Excellence at Axos Bank. Broadcast from CCW 2024 in Las Vegas, we consider Axos Bank... https://www.youtube.com/embed/26I80bI9Bmw 2024-06-05T16:34:13.000Z https://cxtoday.com/we-had-to-bite-the-bullet-how-this-bpo-revamped-its-siloed-contact-centre 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/05/We-Had-to-Bite-the-Bullet-How-this-BPO-Revamped-its-Siloed-Contact-Centre-CX-Today-News.jpg ‘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... https://www.youtube.com/embed/c38KB6zgXVM 2024-05-17T15:25:58.000Z https://cxtoday.com/big-cx-news-the-latest-on-the-salesforce-informatica-fallout-avaya-edify-acquisition-more 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/05/Big-CX-News-The-Latest-on-the-Salesforce-Informatica-Fallout-Avaya-Edify-Acquisition-More-CX-Today-News.jpg Big CX News - The Latest on the Salesforce-Informatica Fallout, Avaya-Edify Acquisition, & More 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... https://www.youtube.com/embed/uy7w3YabBXU 2024-05-16T09:53:53.000Z https://cxtoday.com/customer-contact-week-2024-what-to-expect-from-the-worlds-largest-customer-contact-event 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/04/Customer-Contact-Week-2024-What-to-Expect-from-the-Worlds-Largest-Customer-Contact-Event.jpg Customer Contact Week 2024: What to Expect from the World's Largest Customer Contact Event Watch on YouTube CX Today's Charlie Mitchell hosts Michael DeJager, Managing Director of Customer Contact Week . They preview the upcoming Customer Contact W... https://www.youtube.com/embed/p3Cle39lzVE 2024-04-17T11:50:48.000Z https://cxtoday.com/the-google-hubspot-acquisition-rumors-could-it-really-happen 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/04/ConstellationValoir_850.jpg The Google-HubSpot Acquisition Rumors: Could It Really Happen? Watch on YouTube CX Today's Charlie Mitchell hosts Liz Miller, VP & Principal Analyst at Constellation Research and Rebecca Wetteman, CEO & Principal Analyst... https://www.youtube.com/embed/tIyBRgavN2U 2024-04-16T16:23:44.000Z https://cxtoday.com/big-cx-news-enterprise-connect-2024-the-roundup-ft-five9-cisco-salesforce-more 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/04/BIG-CX-News-Enterprise-Connect-2024-The-Roundup-ft.-Five9-Cisco-Salesforce-More-CX-Today-News.jpg 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... https://www.youtube.com/embed/FMRa5JKnvEk 2024-04-05T13:51:59.000Z https://cxtoday.com/ground-your-ai-strategy-on-data-says-salesforce-exec 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/03/Ground-Your-AI-Strategy-on-Data-Says-Salesforce-Exec-CX-Today-News.jpg Ground Your AI Strategy on Data, Says Salesforce Exec Watch on YouTube. In an exclusive interview from Enterprise Connect 2024, Rob Scott of CX Today speaks with Ryan Nichols, Chief Product Officer of Service Cl... https://www.youtube.com/embed/gc45TLE1zYY 2024-03-28T09:38:22.000Z https://cxtoday.com/ceo-chat-mike-burkland-five9 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/03/CEO-Chat-Mike-Burkland-Five9-CX-Today-News.jpg 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... https://www.youtube.com/embed/QOTx0eZBcBA 2024-03-27T17:27:26.000Z https://cxtoday.com/transforming-your-patient-experience-with-ccaas 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/03/EricBrosius.jpg Transforming Your Patient Experience with CCaaS Watch on YouTube. In an exclusive interview at Enterprise Connect 2024, Rob Scott of CX Today delves into an enlightening conversation with Eric Brosius, Vic... https://www.youtube.com/embed/ABr715YLpdw 2024-03-27T09:44:00.000Z https://cxtoday.com/champions-take-the-stage-announcing-cx-awards-2024-winners 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/02/Champions-Take-the-Stage-Announcing-CX-Awards-2024-Winners.jpg Champions Take the Stage: Announcing CX Awards 2024 Winners! The CX Awards celebrates the very best in customer experience innovation and leadership. Each year, it gets bigger, with more entrants, categories, and eyes ... https://www.youtube.com/embed/afOuc3xrDlg 2024-02-29T16:00:13.000Z https://cxtoday.com/the-latest-on-oracles-new-communications-platform-high-profile-chatbot-fails-hubspot 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/02/The-Latest-on-Oracles-New-Communications-Platform-High-Profile-Chatbot-Fails-HubSpot-CX-Today-News.jpg The Latest on Oracle's New Communications Platform, High-Profile Chatbot Fails, & HubSpot 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... https://www.youtube.com/embed/aTWXNmWmynw 2024-02-29T11:10:14.000Z https://cxtoday.com/the-cx-awards-2024-revealing-our-dazzling-finalists 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/02/The-CX-Awards-2024-Revealing-Our-Dazzling-Finalists.jpg The CX Awards 2024: Revealing Our Dazzling Finalists! Set a reminder to watch the final CX Awards 2024 From CCaaS to CRM, there are hundreds of vendors across the vast world of customer experience tech. As such,... https://www.youtube.com/embed/YOXju3pFCTk 2024-02-15T13:45:00.000Z https://cxtoday.com/big-cx-news-the-latest-on-twilios-ceo-change-zendesks-klaus-acquisition 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2024/01/BIG-CX-News-The-Latest-on-Twilios-CEO-Change-Zendesks-Klaus-Acquisition-CX-Today-News.jpg BIG CX News - The Latest on Twilio's CEO Change & Zendesk's Klaus Acquisition 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... https://www.youtube.com/embed/YTzgyBJxrr8 2024-01-24T12:05:59.000Z https://cxtoday.com/big-cx-news-the-latest-on-the-zoom-five9-acquisition-rumors-ringcentrals-ceo-departure 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/12/BIG-CX-News-The-Latest-on-the-Zoom-Five9-Acquisition-Rumors-RingCentrals-CEO-Departure.jpg 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... https://www.youtube.com/embed/rl9gwRpFUP8 2023-12-19T10:03:47.000Z https://cxtoday.com/aws-reinvent-2023-catching-up-on-all-the-contact-center-news 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/12/AWS-reInvent-2023-Catching-Up-on-All-the-Contact-Center-News-CX-Today-News.jpg 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... https://www.youtube.com/embed/ifMf7i8x3mU 2023-12-11T09:57:41.000Z https://cxtoday.com/cx-predictions-2024-11-experts-have-their-say 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/12/CX-Predictions-2024-11-Experts-Have-Their-Say-CX-Today-News.jpg CX Predictions 2024: 11 Experts Have Their Say CX Today has launched a CX Predictions series for 2024, sharing golden snippets of insight from 11 of the customer experience industry's most prominent figur... https://www.youtube.com/embed/aI9KdxuTkFQ 2023-12-06T14:00:46.000Z https://cxtoday.com/thrasio-shares-lessons-from-its-customer-experience-transformation 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/11/Thrasio-Shares-Lessons-from-Its-Customer-Experience-Transformation-CX-Today-News.jpg 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... https://www.youtube.com/embed/vqgR_5ZRcjQ 2023-11-14T15:50:36.000Z https://cxtoday.com/big-cx-news-the-latest-on-ciscos-new-contact-center-packages-genai-in-cx-ccaas-deceleration 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/11/BIG-CX-News-The-Latest-on-Ciscos-New-Contact-Center-Packages-GenAI-In-CX-CCaaS-Deceleration.jpg BIG CX News - The Latest on Cisco's New Contact Center Packages, GenAI In CX, & "CCaaS Deceleration" 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... https://www.youtube.com/embed/Hi5jtL5FklY 2023-11-09T11:26:18.000Z https://cxtoday.com/assessing-the-2023-gartner-magic-quadrant-for-cpaas 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/10/Assessing-the-2023-Gartner-Magic-Quadrant-for-CPaaS-CX-Today-News.jpg Assessing the 2023 Gartner Magic Quadrant for CPaaS Watch on YouTube. CX Today's Charlie Mitchell presents an inspection of the 2023 Gartner Magic Quadrant for CPaaS . He's joined by Dave Michels, Lead Analyst... https://www.youtube.com/embed/IY20Qup0sQQ 2023-10-10T11:09:38.000Z https://cxtoday.com/the-internet-of-things-iot-in-the-contact-center-traeger-grills-success-story 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/10/The-Internet-of-Things-IoT-In-the-Contact-Center-Traeger-Grills-Success-Story-CX-Today-News.jpg The Internet of Things (IoT) In the Contact Center: Traeger Grills' Success Story Watch on YouTube. CX Today's Charlie Mitchell hosts Corey Savory, Vice President of Customer Experience & Service at Traeger Grills . We walk through Traeger... https://www.youtube.com/embed/5ZK8lp5_Egc 2023-10-09T10:16:52.000Z https://cxtoday.com/theta-lake-talks-the-future-of-contact-center-compliance-at-zoomtopia 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/10/Theta-Lake-Talks-the-Future-of-Contact-Center-Compliance-at-Zoomtopia-CX-Today-News.jpg 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... https://www.youtube.com/embed/z8Oq-ldbZVQ 2023-10-06T09:11:27.000Z https://cxtoday.com/the-women-in-cx-conference-a-customer-experience-event-with-a-twist 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/10/women-in-cx-850.jpg The Women in CX Conference: A Customer Experience Event With a Twist Watch on YouTube CX Today's Charlie Mitchell hosts Clare Muscutt, Founder and CEO of Women in CX . In this session, we introduce the Women in CX conference, ... https://www.youtube.com/embed/hX5X-U_j4yw 2023-10-05T13:40:31.000Z https://cxtoday.com/big-cx-news-dreamforce-special-the-latest-on-the-einstein-1-platform-copilot-more 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/09/BIG-CX-News-Dreamforce-Special-The-Latest-on-the-Einstein-1-Platform-Copilot-More-CX-Today-News.jpg 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... https://www.youtube.com/embed/6f-6IaGrHH8 2023-09-27T14:18:18.000Z https://cxtoday.com/big-cx-news-the-latest-on-the-salesforce-genesys-joint-platform-and-five9s-aceyus-acquisition 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/09/BIG-CX-News-The-Latest-on-the-Salesforce-Genesys-Joint-Platform-and-Five9s-Aceyus-Acquisition-CX-Today-News.jpg 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... https://www.youtube.com/embed/1ouMzmQ2wO4 2023-09-13T08:22:08.000Z https://cxtoday.com/the-world-wildlife-fund-shares-its-contact-center-transformation-story 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/08/The-World-Wildlife-Fund-Shares-Its-Contact-Center-Transformation-Story-CX-Today-News.jpg 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'... https://www.youtube.com/embed/tmAOLS2dUFI 2023-08-23T09:00:49.000Z https://cxtoday.com/an-analysis-of-the-2023-gartner-magic-quadrant-for-ccaas 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/08/An-Analysis-of-the-2023-Gartner-Magic-Quadrant-for-CCaaS-CX-Today-News.jpg An Analysis of the 2023 Gartner Magic Quadrant for CCaaS Watch on YouTube. CX Today's Charlie Mitchell presents a deep-dive of the 2023 Gartner Magic Quadrant for CCaaS. He's joined by Dave Michels, Lead Analyst at... https://www.youtube.com/embed/u3zzfao8hOY 2023-08-21T11:00:57.000Z https://cxtoday.com/dpg-media-discusses-its-radical-ccaas-migration-shares-lessons 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/08/DPG-Media-Discusses-Its-Radical-CCaaS-Migration-Shares-Lessons-CX-Today-News.jpg 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... https://www.youtube.com/embed/RKHi7fxt1KY 2023-08-17T13:14:09.000Z https://cxtoday.com/lighthouse-works-and-genesys-collab-generates-25-of-new-u-s-jobs-for-blind-people 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/08/Lighthouse-Works-and-Genesys-Collab-Generates-25-of-New-U.S.-Jobs-for-Blind-People-CX-Today-News.jpg 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 ... https://www.youtube.com/embed/ep_Bh5biaqY 2023-08-15T14:19:41.000Z https://cxtoday.com/big-cx-news-the-latest-on-microsoft-sales-copilot-salesforce-ai-cloud-and-zoom-in-wfm 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/08/MicrosoftTeams-image-22.jpg 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... https://www.youtube.com/embed/rD8fh5MmBAU 2023-08-11T15:45:44.000Z https://cxtoday.com/barnardos-discusses-its-crm-selection-process-and-implementation 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/08/Barnardos-Discusses-Its-CRM-Selection-Process-and-Implementation-CX-Today-News.jpg 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... https://www.youtube.com/embed/_iH4yqfXtAM 2023-08-08T10:19:50.000Z https://cxtoday.com/heineken-introduces-its-customer-centric-approach-and-data-strategy 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/Heineken-Introduces-Its-Customer-Centric-Approach-and-Data-Strategy-CX-Today-News.jpg Heineken Introduces Its Customer-Centric Approach and Data Strategy Watch on YouTube. CX Today's Charlie Mitchell hosts Lalo Luna, Global Strategy & Insights Leader at The HEINEKEN Company . We consider Heineken's evergreen s... https://www.youtube.com/embed/DDyMPQz4Miw 2023-07-31T15:34:21.000Z https://cxtoday.com/big-cx-news-the-latest-on-verints-ccaas-move-the-genesys-experience-index 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/BIG-CX-News-The-Latest-on-Verints-CCaaS-Move-the-Genesys-Experience-Index.jpg BIG CX News - The Latest on Verint's CCaaS Move & the Genesys Experience Index Three customer experience analysts ponder over Verint's entrance into the CCaaS space and Genesys's attempt to improve CX measurement. https://www.youtube.com/embed/Ht3ddDnUsK8 2023-07-11T09:03:19.000Z https://cxtoday.com/big-cx-update-enghouse-interactive 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/CXU_Enghouse.jpg Big CX Update: Enghouse Interactive Watch on YouTube. CX Today's Charlie Mitchell talks to Debbie Thomas, Pre-Sales Director at Enghouse Interactive for the latest in our Big CX Update series. ... https://www.youtube.com/embed/uGaODc2wOGs 2023-07-10T13:12:55.000Z https://cxtoday.com/big-cx-update-genesys 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/Bix-CX-Update-Genesys.jpg Big CX Update: Genesys Watch on YouTube Andrew McInnes, VP of Americas at Genesys , joins Kieran Devlin of CX Today for the latest in our Big CX Update Series. In this session, we ... https://www.youtube.com/embed/GliMAxwcOFE 2023-07-10T13:00:48.000Z https://cxtoday.com/how-ai-assistance-can-help-your-business-cx-proposition-liveperson 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/How-AI-Assistance-Can-Help-Your-Business-CX-Proposition.jpg How AI Assistance Can Help Your Business' CX Proposition Watch on YouTube CX Today's Kieran Devlin is joined by Rob LoCascio, CEO and Founder of LivePerson , for this latest CX Trends session to discuss how AI assi... https://www.youtube.com/embed/kW_lkFLp6bI 2023-07-10T13:00:46.000Z https://cxtoday.com/ai-enabled-analytics-picking-insights-that-matter 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/CXT_SugarCRM_Featured.jpg AI-Enabled Analytics – Picking Insights That Matter Watch on YouTube CX Today's David Dungay hosts Zac Sprackett, Chief Product Officer, SugarCRM as part of our CX Trends series. During this session, we discus... https://www.youtube.com/embed/8cLfkeII5l0 2023-07-10T13:00:44.000Z https://cxtoday.com/big-cx-update-with-ujet 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/Big-CX-Update-with-UJET.jpg 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 ... https://www.youtube.com/embed/oS1zd6MeNaA 2023-07-10T13:00:43.000Z https://cxtoday.com/designing-and-delivering-a-proactive-customer-service-strategy-webex 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/Designing-and-Delivering-a-Proactive-Customer-Service-Strategy.jpg 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... https://www.youtube.com/embed/fo_ie1BLzjA 2023-07-10T13:00:43.000Z https://cxtoday.com/big-cx-update-evaluagent 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/CXU_evaluagent.jpg Big CX Update: EvaluAgent Watch on YouTube. CX Today's Charlie Mitchell hosts Garth Hinkel, Chief Technical and Product Officer at EvaluAgent for the latest in our Big CX Update serie... https://www.youtube.com/embed/0CVD2HXbiZA 2023-07-10T13:00:42.000Z https://cxtoday.com/big-cx-update-miarec 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/CXU_Miarec.jpg Big CX Update: MiaRec Watch on YouTube. Tatiana Polyakova, COO of MiaRec , joins Kieran Devlin of CX Today for the latest session in our Big CX Update series. Polyakova provides a... https://www.youtube.com/embed/OWFvf30QxAQ 2023-07-10T13:00:42.000Z https://cxtoday.com/big-cx-update-with-local-measure 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/Big-CX-Update-with-Local-Measure.jpg Big CX Update with Local Measure Watch on YouTube In this video for our Big CX Update Series, CX Today's Charlie Mitchell talks to Jonathan Barouch, Founder & CEO of Local Measure . During t... https://www.youtube.com/embed/pFsxjWvp6O4 2023-07-10T13:00:42.000Z https://cxtoday.com/big-cx-update-with-xcally 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/Big-CX-Update-with-XCALLY.jpg Big CX Update with XCALLY Watch on YouTube In this video for our Big CX Update Series, CX Today's Charlie Mitchell hosts Lorenzo Della Penna, Head of Product Marketing at XCALLY . Dur... https://www.youtube.com/embed/BZDez2b3ySU 2023-07-10T13:00:40.000Z https://cxtoday.com/utilizing-ai-and-chatgpt-in-the-contact-center-ultimate 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/Utilizing-AI-and-ChatGPT-In-the-Contact-Center.jpg Utilizing AI and ChatGPT In the Contact Center Watch on YouTube In this CX Trends video, CX Today's Charlie Mitchell is joined by Brónagh Crowley, VP of Sales at Ultimate . During the conversation, we dis... https://www.youtube.com/embed/o9YnDyquHWU 2023-07-10T13:00:31.000Z https://cxtoday.com/big-cx-update-cirrus-response 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/CXU_Cirrus-1.jpg Big CX Update: Cirrus Response Watch on YouTube CX Today's Charlie Mitchell talks to Robert Ansell, Solutions Sales Director at Cirrus Response for the latest in our Big CX Update series. ... https://www.youtube.com/embed/WC3YwncOjH0 2023-07-10T13:00:26.000Z https://cxtoday.com/big-cx-update-babelforce 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/CXU_Babelforce.jpg Big CX Update: babelforce Watch on YouTube. Pierce Buckley, CEO and cofounder of babelforce , joins Kieran Devlin of CX Today for the latest in our Big CX Update series. Buckley discu... https://www.youtube.com/embed/N2B7knJcUEI 2023-07-10T13:00:21.000Z https://cxtoday.com/big-cx-update-computertalk 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/CXU_ComputerTalk.jpg Big CX Update: ComputerTalk Watch on YouTube. For the latest in our Big CX Update series, Bernie Lee, VP of Product Engineering at ComputerTalk , joins CX Today's Kieran Devlin . In thi... https://www.youtube.com/embed/B4muQv4cvzo 2023-07-10T13:00:17.000Z https://cxtoday.com/big-cx-update-with-glance 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/CXU_Glance.jpg Big CX Update with Glance Watch on YouTube. In this video for our Big CX Update Series, CX Today's Charlie Mitchell talks to Tom Martin, CEO of Glance . During the conversation, we di... https://www.youtube.com/embed/t4rDd38TqzM 2023-07-10T13:00:09.000Z https://cxtoday.com/big-cx-update-with-sabio 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/Big-CX-Update-with-Sabio.jpg Big CX Update with Sabio Watch on YouTube In this video for our Big CX Update Series, CX Today's Charlie Mitchell talks to Tom Mullen, Chief Product Officer at Sabio . During the ses... https://www.youtube.com/embed/b-vJM9kg_AI 2023-07-10T13:00:08.000Z https://cxtoday.com/how-to-optimise-your-cx-with-automation 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/CXT_SSCBlueprism_Featured.jpg How to Optimise your CX with Automation Watch on YouTube. CX Today's David Dungay hosts Emily Bristow, Global Head of Professional Services and Customer Success at SS&C Blue Prism as part of our CX... https://www.youtube.com/embed/Ggqs91sONqA 2023-07-10T13:00:05.000Z https://cxtoday.com/big-cx-update-audiocodes 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/CXU_AudioCodes.jpg Big CX Update: AudioCodes Watch on YouTube. CX Today's Charlie Mitchell hosts Peter Broeckx, Contact Center Sales Director EMEA at AudioCodes for the latest in our Big CX Update serie... https://www.youtube.com/embed/pBKY81_myM8 2023-07-10T13:00:04.000Z https://cxtoday.com/big-cx-update-maxcontact 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/CXU_MaxContact.jpg Big CX Update: MaxContact Watch on YouTube. CX Today's Charlie Mitchell talks to Ben Booth, CEO of MaxContact for the latest in our Big CX Update Series. During the conversation, we d... https://www.youtube.com/embed/G2t9jvrhFJ0 2023-07-10T13:00:03.000Z https://cxtoday.com/big-cx-update-with-five9 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/Big-CX-Update-with-Five9.jpg Big CX Update with Five9 Watch on YouTube In this video for our Big CX Update Series, CX Today's David Dungay talks to Callan Schebella, EVP Product Management, Five9 . During the co... https://www.youtube.com/embed/jow8JDvvsdk 2023-07-10T13:00:03.000Z https://cxtoday.com/big-cx-update-cyara 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/CXU_Cyara.jpg Big CX Update: Cyara Watch on YouTube Max Lipovetsky, VP of Products at Cyara , joins CX Today's Kieran Devlin for the latest in our Big CX Update series. Lipovetsky discusses wh... https://www.youtube.com/embed/XYz7OitWJlY 2023-07-10T13:00:01.000Z https://cxtoday.com/elsevier-transforms-its-contact-center-experience-with-impressive-csat-gains 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/07/Elsevier-Transforms-Its-Contact-Center-Experience-with-Impressive-CSAT-Gains-CX-Today-News.jpg Elsevier Transforms Its Contact Center Experience, with Impressive CSAT Gains Discover how the global publisher utilized speech analytics to inform its contact center transformation efforts. https://www.youtube.com/embed/E2rhcBloJEs 2023-07-10T09:52:42.000Z https://cxtoday.com/frontier-airlines-discusses-its-decision-to-ditch-telephone-customer-service 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/06/Frontier-Airlines-Discusses-Its-Decision-to-Ditch-Telephone-Customer-Service-CX-Today-News.jpg Frontier Airlines Discusses Its Decision to Ditch Telephone Customer Service In November 2022, Frontier Airlines stopped offering telephone customer service. We caught up with them to uncover the decision's impact. https://www.youtube.com/embed/Q6hauHiphpo 2023-06-27T09:36:15.000Z https://cxtoday.com/avaya-launches-avaya-customer-experience-services 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/06/AvayaEngage_Emir.jpg Avaya Launches Avaya Customer Experience Services Avaya Professional Services has been rebranded to Avaya Customer Experience Services (ACES), alongside a shift in focus towards AI, cloud, and digital techno... https://www.youtube.com/embed/HzTepfaEwEs 2023-06-20T15:38:24.000Z https://cxtoday.com/ai-takes-center-stage-at-verint-engage-23 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/06/AI-Takes-Center-Stage-at-Verint-Engage-23-CX-Today-News.jpg AI Takes Center Stage at Verint Engage 23 Watch on YouTube. CX Today's Rob Scott hosts Jason Valdina, Senior Director of Go To Market Strategy for Digital Engagement Channels at Verint. In this sessi... https://www.youtube.com/embed/wGqeYsHNTuM 2023-06-16T15:01:13.000Z https://cxtoday.com/talking-open-ccaas-at-verint-engage-2023 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/06/Talking-Open-CCaaS-at-Verint-Engage-2023-CX-Today-News.jpg Talking Open CCaaS at Verint Engage 2023 Watch on YouTube. CX Today's Rob Scott hosts Jamie Meritt, Chief Product Officer at Verint. In this session, we discuss Verint's new Open CCaaS platform, con... https://www.youtube.com/embed/DI4WHiIsl4E 2023-06-16T15:01:02.000Z https://cxtoday.com/thule-discusses-its-customer-experience-transformation-shares-key-learnings 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/06/Thule.jpg Thule Discusses Its Customer Experience Transformation & Shares Key Learnings Watch on YouTube. CX Today's Charlie Mitchell hosts Zachary Dugas, Global Product Owner of Content Management Systems & SaaS at Thule. We discuss Thule's cus... https://www.youtube.com/embed/SWQEbZpheW4 2023-06-14T15:40:38.000Z https://cxtoday.com/the-latest-on-zooms-ai-assistant-twilios-losses-a-possible-ringcentral-8x8-merger 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/06/CXBigNews_June23.jpg The Latest on Zoom's AI Assistant, Twilio's Losses, & a Possible RingCentral-8x8 Merger 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... https://www.youtube.com/embed/W_Y6hpGYk7E 2023-06-02T09:16:30.000Z https://cxtoday.com/the-latest-big-cx-news-on-private-gpt-alexa-2-0-the-godfather-of-ai 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/05/BigCXNews_May23.jpg The Latest Big CX News on Private GPT, Alexa 2.0 & the 'Godfather of AI' Watch on YouTube. CX Today’s Charlie Mitchell presents the latest trending news from the conversational AI space. He’s joined by four of the brightest minds ... https://www.youtube.com/embed/ltMllk98noM 2023-05-16T14:34:14.000Z https://cxtoday.com/whats-next-for-avaya-after-chapter-11-bankruptcy 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/05/Constellation-Research.jpg What's Next for Avaya After Chapter 11 Bankruptcy? Watch on YouTube. CX Today's Charlie Mitchell hosts Liz Miller, VP and Principal Analyst at Constellation Research. We consider the emergence of Avaya from C... https://www.youtube.com/embed/3jyQasiLdpA 2023-05-15T10:09:20.000Z https://cxtoday.com/beyond-the-code-empowering-women-in-non-technical-roles-in-technology 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/04/Boyond-the-code.jpg Beyond the Code: Empowering Women in Non-Technical Roles in Technology Watch on YouTube. Clare Muscutt, Founder, Women in CX hosts Ejieme Eromosele, GM EMEA, Quiq, Charlotte Kennett, Sr. Director, SS&C Blue Prism, Laura Campbell... https://www.youtube.com/embed/1ZTow6fOvMI 2023-04-20T13:44:54.000Z https://cxtoday.com/the-latest-big-news-meta-qualtrics-and-salesforce 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/04/Valoir.jpg The Latest BIG News Meta, Qualtrics, and Salesforce 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... https://www.youtube.com/embed/ZOdLYu-G1DM 2023-04-03T15:21:14.000Z https://cxtoday.com/assessing-the-gartner-magic-quadrant-for-enterprise-conversational-ai-platforms-2023 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/03/Assessing-the-Gartner-Magic-Quadrant-for-Enterprise-Conversational-AI-Platforms-2023-CX-Today-News.jpg Assessing the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023 Watch on YouTube. CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. In this session, we evaluate the Gartner Magic Quad... https://www.youtube.com/embed/KGWNNbHqDVk 2023-03-21T16:42:21.000Z https://cxtoday.com/women-driving-diversity-equity-and-inclusion-in-cx-technology-cx-today-news 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/03/Women-Driving-Diversity-Equity-and-Inclusion-in-CX-Technology-CX-Today-News.jpg Women Driving Diversity, Equity, and Inclusion in CX Technology Watch on YouTube. Clare Muscutt, Founder, Women in CX hosts Susanna Baque, Senior Director Global CX, SCIEX, Renee Fokken, Director of CX, Cisco, Czarina She... https://www.youtube.com/embed/A2BoCBeXV4k 2023-03-08T10:55:25.000Z https://cxtoday.com/the-latest-big-news-on-avayas-bankrupcy-activist-investors-at-salesforce-and-zoho-in-ucaas 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/02/BigCXNews_Feb23.jpg The Latest BIG News: Avaya's Bankrupcy, Activist Investors at Salesforce, and Zoho In UCaaS 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... https://www.youtube.com/embed/yjhF4IPkGXs 2023-02-23T10:49:58.000Z https://cxtoday.com/cx-predictions-for-the-remainder-of-2023 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/02/crystal-ball-predictions-850.jpg CX Predictions for the Remainder of 2023 Watch on YouTube. CX Today's Charlie Mitchell introduces eight predictions from CX experts, who share their thoughts on what the remainder of 2023 may bring.... https://www.youtube.com/embed/SdI8b_S5SRI 2023-02-22T14:03:54.000Z https://cxtoday.com/cx-awards-2023-winners 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/02/CX-Awards-2023-Winners-Announced.jpg 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... https://www.youtube.com/embed/WAZrt5TXlkQ 2023-02-17T10:00:28.000Z https://cxtoday.com/a-chatgpt-powered-voicebot-demo-and-conversation-with-the-microsoft-engineer 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/02/A-ChatGPT-Powered-Voicebot-Demo-and-Conversation-with-the-Microsoft-Engineer-CX-Today.jpg A ChatGPT-Powered Voicebot Demo and Conversation with the Microsoft Engineer Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of a voicebot that combines Azure’s new Open AI platform with Azure Communication Services Ca... https://www.youtube.com/embed/BR9tpegVxBU 2023-02-16T11:14:25.000Z https://cxtoday.com/analyzing-the-conversational-ai-landscape-with-bradley-metrock 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/02/ProjectVoice_850.jpg Analyzing the Conversational AI Landscape with Bradley Metrock Watch on YouTube. CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. In this session, we discuss: Bradley's Conversation... https://www.youtube.com/embed/ESd2vnv5cXw 2023-02-13T16:58:09.000Z https://cxtoday.com/the-cx-awards-final-is-this-week-heres-what-you-can-expect 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/02/CX-Awards-2023-Watch-the-Final.jpg The CX Awards Final Is Today: Here’s What You Can Expect! Register to attend the final 👉 The CX Awards final is just around the corner, with almost 40 prominent tech providers from across the customer experience spa... https://www.youtube.com/embed/Jy2LL7to3Rk 2023-02-13T15:00:11.000Z https://cxtoday.com/the-cx-awards-2023-shortlist-of-finalists-revealed 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/02/CX-Awards-2023-Finalists-Announced.jpg 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... https://www.youtube.com/embed/XVbTokMstaU 2023-02-03T15:00:57.000Z https://cxtoday.com/the-latest-big-news-from-avaya-aws-and-chatgpt 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2023/01/BigCXNews_Thumbnail_02_Feb23.jpg The Latest BIG News from Avaya, AWS, and ChatGPT 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 analyst... https://www.youtube.com/embed/ZOIW4aMsf3k 2023-01-26T11:35:21.000Z https://cxtoday.com/the-latest-big-news-from-aws-ringcentral-and-salesforce 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/12/The-Latest-BIG-News-from-AWS-RingCentral-and-Salesforce-1.png The Latest BIG News from AWS, RingCentral, and Salesforce 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 analyst... https://www.youtube.com/embed/CARMFxEuXtw 2022-12-19T09:52:40.000Z https://cxtoday.com/zoom-discusses-its-new-virtual-agent-iq-additions-and-more 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/11/Zoom-Discusses-Its-New-Virtual-Agent-IQ-Additions-and-More.jpg 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... https://www.youtube.com/embed/zuAAWhUUd6M 2022-11-08T17:01:34.000Z https://cxtoday.com/first-impressions-of-the-new-salesforce-and-google-ccaas-platforms 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/10/First-Impressions-of-the-New-Salesforce-and-Google-CCaaS-Platforms.jpg The New Salesforce and Google CCaaS Platforms: First Impressions Watch on YouTube . CX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst at ZK Research . In this session, we discuss the entrance ... https://www.youtube.com/embed/LqPrx7JDT9I 2022-10-31T10:47:05.000Z https://cxtoday.com/the-latest-big-news-from-salesforce-twilio-and-ujet 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/12/The-Latest-BIG-News-from-AWS-RingCentral-and-Salesforce-1.png The Latest BIG News from Salesforce, Twilio, and UJET New product launches, research, and tech valuations feature in our latest video edition of BIG News, which boasts not one, not two, but three great guests. J... https://www.youtube.com/embed/5hXcY4_TUGQ 2022-10-12T08:24:04.000Z https://cxtoday.com/integrating-microsoft-teams-into-the-contact-center-a-microsoft-engineers-advice 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/09/Integrating-Microsoft-Teams-Into-the-Contact-Center-A-Microsoft-Engineers-Advice.jpg Integrating Microsoft Teams Into the Contact Center: A Microsoft Engineer's Advice Watch and subscribe on YouTube . CX Today's Charlie Mitchell hosts Shervin Shaffie, Principal Technical Specialist at Microsoft . In this session, we conside... https://www.youtube.com/embed/OoWwTaxYtZc 2022-09-27T11:18:06.000Z https://cxtoday.com/who-is-leading-the-customer-engagement-platform-space 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/09/customer-engagement-platforms-omdia-thumbnail-850.jpg Who is Leading the Customer Engagement Platform Space? Omdia Research Reveals All Watch and subscribe on YouTube. CX Today's Charlie Mitchell hosts Mila D'Antonio, Principal Analyst at Omdia . In this session, we analyze Omdia's latest r... https://www.youtube.com/embed/3qgaVABjOI8 2022-09-08T09:02:01.000Z https://cxtoday.com/how-will-new-ceo-alan-masarek-rejuvenate-avaya 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/08/How-Will-New-CEO-Alan-Masarek-Rejuvenate-Avaya.jpg How Will New CEO Alan Masarek Rejuvenate Avaya? Watch and subscribe on YouTube . CX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst, ZK Research . In this session, we assess th... https://www.youtube.com/embed/5jW7kmn-c68 2022-08-23T12:36:38.000Z https://cxtoday.com/the-latest-big-news-from-avaya-microsoft-zendesk 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/12/The-Latest-BIG-News-from-AWS-RingCentral-and-Salesforce-1.png The Latest BIG News from Avaya, Microsoft, and Zendesk New CEOs, CCaaS solutions, and go-forward plans feature in our very first video edition of BIG News. Hosted by our very own Isabel Blakemore, the video inclu... https://www.youtube.com/embed/fq4v3wsjNz4 2022-08-17T14:04:11.000Z https://cxtoday.com/the-latest-trends-in-cx-with-dr-nicola-millard 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/08/The-Latest-Trends-in-CX-with-Dr.-Nicola-Millard.jpg The Latest Trends in CX with Dr. Nicola Millard Watch and subscribe on YouTube . CX Today's Charlie Mitchell hosts Nicola Millard, Principle Innovation Partner at BT . In this session we discuss the follow... https://www.youtube.com/embed/LMOGgzXjtBo 2022-08-17T13:42:18.000Z https://cxtoday.com/the-2022-global-consumer-trends-report-bruce-temkin 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/08/consumer-trends-qualitrics-bruce-t-850.jpg The 2022 Global Consumer Trends Report with Bruce Temkin In this session, we discuss the following four trends, uncovered within The 2022 Global Consumer Trends Report: Customers have had enough, and they are willi... https://www.youtube.com/embed/_2YIHhB8o80 2022-08-11T10:52:32.000Z https://cxtoday.com/assessing-the-microsoft-digital-contact-center 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/08/assessing-microsoft-digital-contact-center-850.jpg Assessing the Microsoft Digital Contact Center In this session we discuss the following: First impressions of the Microsoft Digital Contact Center Platform The most impressive capabilities of the CCaaS so... https://www.youtube.com/embed/xiz_T7VXtbI 2022-08-08T07:58:22.000Z https://cxtoday.com/microsoft-discusses-its-new-digital-contact-center-platform 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/08/microsoft-nuance-thumbnail-850.jpg Microsoft Discusses its New Digital Contact Center Platform In this session we discuss the following: Why Microsoft see such an opportunity within the contact center space The Nuance-enabled features help differentiat... https://www.youtube.com/embed/24-RfJdJf_I 2022-08-01T10:13:17.000Z https://cxtoday.com/aws-discusses-its-latest-amazon-connect-innovations 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/07/aws-connect-latest-innovations-850.jpg AWS Discusses Its Latest Amazon Connect Innovations Watch and subscribe on YouTube. In this session, we assess the Amazon Connect solution, discussing: The opportunity Amazon sees in the CCaaS space Amazon Con... https://www.youtube.com/embed/JKXljursctc 2022-07-22T12:31:08.000Z https://cxtoday.com/the-future-of-zendesk 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/07/future-of-zendesk-video-850.jpg The Future of Zendesk Following Its Acquisition Watch and subscribe on YouTube. In this session we debate the recent acquisition of Zendesk, discussing: What the low valuation of Zendesk means for the rest... https://www.youtube.com/embed/rHLK9cE6_p0 2022-07-15T12:05:34.000Z https://cxtoday.com/assessing-the-google-microsoft-zoom-and-cisco-contact-centre-solutions 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/06/cisco-solutions.jpg Assessing the Google, Microsoft, Zoom, and Cisco Contact Centre Solutions Watch and subscribe on YouTube. CX Today's Charlie Mitchell hosts Zeus Karravala , Founder and Principal Analyst, ZK Research . In this session, we assess th... https://www.youtube.com/embed/8JZRdNVPZoM 2022-06-08T15:22:01.000Z https://cxtoday.com/five9-discusses-its-european-expansion-plans 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/06/Five9-Discusses-Its-European-Expansion-Plans.jpg Five9 Discusses Its European Expansion Plans Watch and subscribe on YouTube. In this session we discuss the following: Why is it important for Five9 to have European data centres? Is this something cust... https://www.youtube.com/embed/sCiIxphO2bM 2022-06-08T12:35:22.000Z https://cxtoday.com/sap-introduces-service-cloud-innovations 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/05/sap-service-cloud-video-thumbnail-850.jpg SAP Introduces Its Latest Service Cloud Innovations Watch and subscribe on Youtube. CX Today's Charlie Mitchell hosts Jen Bailin, Chief Revenue Officer (CRO) at SAP Customer Experience . In this session we dis... https://www.youtube.com/embed/Uxm9gs-OkmM 2022-05-25T15:03:37.000Z https://cxtoday.com/zendesk-discusses-its-latest-crm-innovations 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/05/zendesk-discuss-crm-850.jpg Zendesk Discusses Its Latest CRM Innovations Watch and subscribe on Youtube . In this session, we explore the latest CRM innovations from Zendesk, discussing: A rundown of the new Zendesk CRM capabiliti... https://www.youtube.com/embed/EgoHIWIac64 2022-05-13T15:52:49.000Z https://cxtoday.com/zoom-discusses-new-conversational-intelligence-solution 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/04/charlie-zoom-conversationalanalytics.jpg Zoom Discusses Its New Conversational Intelligence Solution Watch and subscribe on Youtube . CX Today's Charlie Mitchell hosts Josh Dulberger, Head of Product, Data and AI, at Zoom . In this session, we explore the re... https://www.youtube.com/embed/EgoHIWIac64 2022-04-22T13:17:23.000Z https://cxtoday.com/inspecting-the-gartner-magic-quadrant-for-conversational-ai 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/03/charlie-zeus-gartner-mq-conversational-ai-850.jpg Inspecting the Gartner Magic Quadrant for Conversational AI Watch and subscribe on Youtube . In this session, we debate the Gartner Magic Quadrant for Enterprise Conversational AI 2022, discussing: The problem with ho... https://www.youtube.com/embed/N-myEQomgBw 2022-03-29T10:57:26.000Z https://cxtoday.com/zoom-discusses-its-new-contact-center-solution 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/03/Zoom-Discusses-Its-New-Contact-Center-Solution.jpg Zoom Discusses Its New Contact Center Solution Watch on YouTube . In this session we explore the entrance of Zoom into the contact center market, discussing: Why Zoom made this move into the contact cente... https://www.youtube.com/embed/Zb6UVZekNWw 2022-03-02T14:59:37.000Z https://cxtoday.com/introducing-your-cx-awards-2022-winners 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/02/CXA_WatchOD_850x425.jpg Introducing Your CX Awards 2022 Winners 🏆 Over the past 12 months, numerous innovations have come to the fore, pushing CX transformation projects forwards at an unrelenting pace. Infused with advance... https://www.youtube.com/embed/Q7FNQ3JATkE 2022-02-18T09:24:16.000Z https://cxtoday.com/the-cx-awards-2022-finalists 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2022/02/MicrosoftTeams-image-1.jpg The CX Awards 2022 Finalists Register to attend the final CX is evolving at an unprecedented rate. Low-code, AI-infused innovations are powering a digital revolution, which is taking the... https://www.youtube.com/embed/UB42zon-pMI 2022-02-04T12:39:35.000Z https://cxtoday.com/protecting-customer-data-in-the-face-of-cyberattacks 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/12/Protecting-Customer-Data-in-the-Face-of-Cyberattacks-1.jpg 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... https://www.youtube.com/embed/c1Jmdlcct80 2021-12-22T10:00:47.000Z https://cxtoday.com/process-transformation-for-customer-experience 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/12/Process-Transformation-for-Customer-Experience.jpg Process Transformation for Customer Experience Watch on YouTube . In this session we discuss the following: How companies should change their processes in response to customer behaviour How companies can ... https://www.youtube.com/embed/DyNpXJwu1js 2021-12-15T10:16:47.000Z https://cxtoday.com/liveperson-leverages-ai-cx-to-support-travel-industry 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/12/LivePerson-Leverages-AI-CX-to-Support-Travel-Industry.jpg LivePerson Leverages AI CX to Support Travel Industry Watch on YouTube . In this session we discuss the following: Conversations with customers in the travel industry right now Challenges in the travel industry ... https://www.youtube.com/embed/YCMOv_LyIQE 2021-12-07T14:53:32.000Z https://cxtoday.com/twilio-engage-the-importance-of-personalised-cx 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/10/Twilio_Engage_and_the_Importance_of_Personalised_CX.jpg Twilio Engage & the Importance of Personalised CX Watch on YouTube . In this session we discuss the following: What Twilio Engage will mean for the customer experience world How important it is to personalis... https://www.youtube.com/embed/-4fHlgxdCvk 2021-10-29T10:16:19.000Z https://cxtoday.com/future-proofing-a-business-with-omni-channel 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/10/Future-Proofing-a-Business-with-Omni-Channel.jpg 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... https://www.youtube.com/embed/vns2Ump-GLQ 2021-10-25T15:09:43.000Z https://cxtoday.com/language-operations-multilingual-support-with-ai 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/10/Unbabel-Language-Operations-Multilingual-Support-With-AI.jpg Language Operations: Multilingual Support With AI Watch on YouTube . In this session we discuss the following: What language operations entails and the possibilities it enables The key considerations for suc... https://www.youtube.com/embed/NTQQcGVIFYo 2021-10-20T10:09:10.000Z https://cxtoday.com/impact-tech-has-on-boosting-customer-engagement 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/10/Semafone-Impact-Tech-Has-on-Boosting-Customer-Engagement.png Impact Tech Has on Boosting Customer Engagement Watch on YouTube . In this session we discuss the following: Top tips on improving CX for organisations reliant on contact centres How technology is playing ... https://www.youtube.com/embed/nw77bQDWHvQ 2021-10-18T14:33:17.000Z https://cxtoday.com/enghouse-interactives-top-tips-for-cx-in-a-digital-world 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/10/Enghouse-Interactives-Top-Tips-for-CX-in-a-Digital-World.jpg Enghouse Interactive's Top CX Tips for National Customer Service Week CX Today's Carly Read hosts Jeremy Payne, International VP at Enghouse Interactive . In this session we discuss the following: Top tips for businesses for Na... https://www.youtube.com/embed/gvnRiz85e1k 2021-10-04T09:18:46.000Z https://cxtoday.com/improving-cx-with-messaging-channels 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/10/Improving-CX-with-Messaging-Channels.jpg 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... https://www.youtube.com/embed/GYOjkHT-vLg 2021-10-01T08:57:48.000Z https://cxtoday.com/making-the-most-of-user-generated-content 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/09/Making-the-Most-of-User-Generated-Content.jpg Making the Most of User-Generated Content Watch on YouTube . In this session we discuss the following: The key considerations for success for a business seeking to take advantage of user-generated co... https://www.youtube.com/embed/P6Q5zhAme2I 2021-09-20T14:21:21.000Z https://cxtoday.com/how-the-shift-to-digital-has-impacted-remote-working 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/08/How-the-Shift-to-Digital-has-Impacted-Remote-Working.jpg How the Shift to Digital has Impacted Remote Working Watch on YouTube. In this session we discuss the following: The challenges agents are facing while working from home What solutions can help them overcome th... https://www.youtube.com/embed/f2d2B2zsRjw 2021-08-25T08:55:52.000Z https://cxtoday.com/voc-trends-automation-covid-and-the-sectors-future 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/08/VOC-Trends-Automation-COVID-and-the-Sectors-Future.jpg VOC Trends: Automation, COVID and the Sector's Future Watch on YouTube . In this session we discuss the following: The key considerations to bear in mind when soliciting feedback The extent emerging technologies... https://www.youtube.com/embed/EQ4tNtkO56I 2021-08-24T14:34:30.000Z https://cxtoday.com/the-role-of-artificial-intelligence-in-customer-service 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/08/The-Role-of-Artificial-Intelligence-in-Customer-Service.png The Role of Artificial Intelligence in Customer Service Watch on YouTube . In this session we discuss the following: How customer demands are evolving and the necessary response from businesses How emerging techno... https://www.youtube.com/embed/7EKD3xWtoV4 2021-08-19T10:27:51.000Z https://cxtoday.com/analysing-the-ccaas-magic-quadrant 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/08/Analysing-CCaaS-MQ-.jpg Analysing the CCaaS Magic Quadrant Watch on YouTube . In this session we discuss the following: The significance of the leaders quadrant The surprise placings of Five9, AWS and more Who is mis... https://www.youtube.com/embed/m4ir6XSUKdg 2021-08-16T14:03:04.000Z https://cxtoday.com/cirrus-ex-and-the-power-of-the-super-agent 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/08/Cirrus-Ex-and-the-Power-of-the-Super-Agent.jpg 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 ... https://www.youtube.com/embed/qwNEwwfpSyg 2021-08-05T13:36:28.000Z https://cxtoday.com/personalisation-and-the-importance-of-cx-for-retailers 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/07/Personalisation-and-the-Importance-of-CX-for-Retailers.jpg Personalisation and the Importance of CX for Retailers Watch on YouTube In this session we discuss the following: Why personalisation is so important for retailers The kinds of change the pandemic has brought to ... https://www.youtube.com/embed/5k1sJd3gYG0 2021-07-30T13:35:58.000Z https://cxtoday.com/how-invocas-dialogtech-deal-impacts-the-4-8b-conversational-intelligence-market 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/07/Invocas-DialogTech-Deal.png How Invoca's DialogTech Deal Impacts the $4.8B Conversational Intelligence Market Watch on YouTube In this session we discuss the following: What Invoca's acquisition of DialogTech means for the CX industry What impact the acquisition will... https://www.youtube.com/embed/PDdHh5TrBmU 2021-07-07T10:15:33.000Z https://cxtoday.com/digital-transformation-and-ai-in-cx 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/06/Digital-Transformation-and-AI-in-CX.png Evolv Talks Digital Transformation and AI in CX Watch on YouTube . In this session we discuss the following: The challenges faced by companies with their CX in 2021 The barriers companies need to overcome ... https://www.youtube.com/embed/bI6zOgNA0js 2021-06-28T11:53:40.000Z https://cxtoday.com/the-past-present-and-future-of-crm 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/06/The-Past-Present-and-Future-of-CRM.jpg The Past, Present and Future of CRM Watch on YouTube . In this session we discuss the following: The problems that the CRM category emerged to address Surprises in the ways the CRM category has... https://www.youtube.com/embed/nll3_cFmE58 2021-06-17T12:49:38.000Z https://cxtoday.com/zendesk-customer-experience-trends-report-2021-overview 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/05/Zendesk-Customer-Experience-Trends-Report-2021-Overview.png Zendesk Customer Experience Trends Report 2021 Overview Watch on YouTube . In this session we discuss the following: How CX has been placed in the spotlight throughout the COVID-19 pandemic Where customers are inv... https://www.youtube.com/embed/uqSdJGBRjLI 2021-05-25T13:23:18.000Z https://cxtoday.com/verint-launches-iva-pro 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/05/Verint-Launches-IVA-Pro.png Verint Launches Low-code IVA Pro Watch on YouTube In this session we discuss the following: How organisations are leveraging Intelligent Virtual Assistants to succeed post-COVID Overview of ... https://www.youtube.com/embed/_Ed2wKPuAZk 2021-05-14T12:18:28.000Z https://cxtoday.com/aws-launches-amazon-connect-in-canada 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/04/AWS-Launches-Amazon-Connect-in-Canada.jpg AWS Launches Amazon Connect in Canada Watch on YouTube . CX Today's Carly Read hosts Eron Kelly, CM of Product Marketing, AWS . In this session: AWS gives CX Today an insight into its Amazon Conn... https://www.youtube.com/embed/MwjEN8wQ36Q 2021-04-21T09:57:17.000Z https://cxtoday.com/automating-conversations-in-cx 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/04/Automating-Conversations-in-CX.png Automating Conversations in CX Watch on YouTube. In this session we discuss the following: Why it’s so important for businesses to automate conversations in CX How predictive and real-time... https://www.youtube.com/embed/EFWQI7kVDKU 2021-04-12T16:18:05.000Z https://cxtoday.com/automation-and-cx-best-practices-and-business-checklist 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/04/Automation-and-CX-Best-Practices-and-Business-Checklist.png Automation and CX - Best Practices and Business Checklist Watch on YouTube. In this session we discuss the following: Common factors driving companies to get started with AI and automation in CX What businesses can ... https://www.youtube.com/embed/eR_Il9ou1EU 2021-04-06T16:06:46.000Z https://cxtoday.com/how-ai-will-serve-post-covid-omni-channel-customers 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/03/How-AI-will-Serve-Post-COVID-Omni-channel-Customers.png How AI will Serve Post-COVID Omni-Channel Customers Watch on YouTube. In this session we discuss the following: How vital AI is in accelerating cloud migration The importance of deemphasising using AI as a cos... https://www.youtube.com/embed/bblBPSfQEZg 2021-03-25T16:34:06.000Z https://cxtoday.com/introducing-women-in-cx 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/03/Introducing-Women-in-CX-.jpg Introducing Women in CX Watch on YouTube . CX Today's Carly Read hosts Clare Muscutt, CEO of Women in CX . In this session we discuss the following: The launch of Women in CX Why Cl... https://www.youtube.com/embed/wVKaWSbUT-4 2021-03-08T12:13:54.000Z https://cxtoday.com/is-ciscos-latest-acquisition-of-imimobile-a-cxaas-gamechanger 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/01/Is-Ciscos-Latest-Acquisition-of-IMImobile-a-CXaaS-Gamechanger.jpg Is Cisco's Latest Acquisition of IMImobile a CXaaS Gamechanger? Watch on YouTube . CX Today's Rob Scott hosts Zeus Kerravala, Founder and Principal Analyst at ZK Research . Following Cisco's recent run of three acquisitio... https://www.youtube.com/embed/7urErs_ocdo 2021-01-27T10:20:53.000Z https://cxtoday.com/how-retailers-have-adapted-to-cx-challenges-during-the-pandemic 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/01/John-Lewis-Clare-Muscutt.jpg How Retailers Have Adapted to CX Challenges During the Pandemic Watch on YouTube . In this session we discuss the following: What it was like for an operational contact centre leader at the start of the pandemic, and, the... https://www.youtube.com/embed/7urErs_ocdo 2021-01-27T05:55:16.000Z https://cxtoday.com/mistakes-made-in-2020-with-rapid-migrations-to-cloud-based-environments 2026-09-22T19:03:26.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2021/01/CXT-Mistakes-Made-in-2020-Clare-Muscutt.jpg 2020 Mistakes: Rapid Migrations to Cloud Based Environments **Originally recorded for UC Today** In this session we discuss the following: The backdrop to rapid cloud migration in 2020, and the ’sticking plaster’ deci... https://www.youtube.com/embed/dtobDRJKYQE 2021-01-21T13:00:00.000Z https://cxtoday.com/reinventing-cx-with-automation 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2020/12/CX-Today-Video-Reinvtenting-CX-with-Automation.jpg Reinventing CX with Automation Watch on YouTube . Call centres are at a tipping point - and a new model is emerging. In this session we talk about: How are Contact Centres and BPOs perform... https://www.youtube.com/embed/p_iBEsew5q8 2020-12-18T16:00:26.000Z https://cxtoday.com/reimagining-a-digital-first-customer-journey 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2020/12/Clare-Muscutt-Table-CX-Today.jpg Reimagining a Digital-First Customer Journey **Originally recorded for UC Today** Watch on YouTube . In this session we discuss: The gap between what people think customer experience is and the reality ... https://www.youtube.com/embed/ZHg1E8CQx0o 2020-12-18T05:55:58.000Z https://cxtoday.com/how-to-survive-thrive-in-the-new-cx-jungle 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2020/12/CX-Jungle-Enghouse-.jpg How to Survive & Thrive in the New CX Jungle UC Today guest host and CX Expert Clare Muscutt hosts Jeremy Payne, Group VP of Marketing and Alliances at Enghouse Interactive https://www.youtube.com/embed/6aSiKdcXBzg 2020-10-29T05:52:24.000Z https://cxtoday.com/how-speech-recognition-is-accelerating-the-enterprise 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2020/12/ASAPP-Clare-Video-.jpg How Speech Recognition is Accelerating the Enterprise Watch and subscribe on YouTube . In this session we discuss the following: How mobile technology is influencing customer expectations of interactions with se... https://www.youtube.com/embed/8SqIsGmnhpc 2020-10-23T10:30:06.000Z https://cxtoday.com/how-agent-experience-drives-customer-experience 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2020/12/Clare-video-2-.jpg How Agent Experience Drives Customer Experience Watch and subscribe on YouTube In this session we discuss the following: Overcoming the Agent Experience challenges that result in high staff turnover The Ag... https://www.youtube.com/embed/BTmSy39Bpa8 2020-10-15T04:05:40.000Z https://cxtoday.com/evolving-cx-to-meet-customer-needs-in-the-new-normal 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2020/10/Evolving-CX-to-meet-customer-needs-in-the-New-Normal.jpg Evolving CX to Meet Customer Needs in the New Normal Watch and subscribe on YouTube . UC Today guest host, Clare Muscutt hosts Matt Clare, Director of Contact Centre Solutions at Mitel . In this session we disc... https://www.youtube.com/embed/SQTATtN7bnk 2020-10-09T12:30:36.000Z https://cxtoday.com/omni-channel-analytics-data-driven-cx 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2020/05/Omnichannel-Analytics-UJET.jpg 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 https://www.youtube.com/embed/ucE0Ndu2mJU 2020-05-20T04:13:40.000Z https://cxtoday.com/five9-using-ai-in-the-contact-center-during-a-pandemic 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2020/03/Using-AI-Contact-Centre-Five9.jpg Five9: Using AI in the Contact Center during a Pandemic Watch and subscribe on YouTube . Rob Scott hosts Jonathan Rosenberg, CTO and Head of AI at Five9 . In this session we discuss the following: How does AI help... https://www.youtube.com/embed/NFNyxoL6DI8 2020-04-03T04:56:53.000Z https://cxtoday.com/how-to-deploy-a-contact-centre-with-microsoft-teams 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2020/03/How-to-Deploy-a-Contact-Centre-with-Microsoft-Teams.jpg How to Deploy a Contact Centre with Microsoft Teams Watch and subscribe on YouTube . Rob Scott hosts Matt Landis, CEO at Landis Technologies . Matt guides us through the contact centre options and capabilities... https://www.youtube.com/embed/_pHBOcJwBnA 2020-03-27T10:00:47.000Z https://cxtoday.com/messagebird-inbox-is-an-omnichannel-game-changer 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2020/03/MessageBird-CX-Inbox-AI.jpg 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... https://www.youtube.com/embed/e4IZxUamh70 2020-03-10T12:00:56.000Z https://cxtoday.com/logitech-delivers-new-zone-wired-headset 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2020/02/Logitech-Zone-Wired-Headset.jpg Logitech Delivers New Zone Wired Headset Logitech, a company committed to designing products that simplify and enhance people’s lives every day, recently announced that it is expanding its video con... https://www.youtube.com/embed/zlfLHdcNZZw 2020-03-06T09:30:04.000Z https://cxtoday.com/red-box-and-tethr-announce-new-partnership 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2019/06/RedBoxTethrVoiceAnalytics.jpg Red Box and Tethr Announce New Partnership Tethr, one of the leading providers of cloud-based conversation analytics, recently announced their partnership with Red Box, a leading voice specialist. Tet... https://www.youtube.com/embed/m6NUflqZt8c 2019-07-03T08:30:36.000Z https://cxtoday.com/sennheiser-headsets-certified-for-amazon-chime 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2019/05/SennHeiserAWSHeadsets.jpg Sennheiser Headsets Certified for Amazon Chime Sennheiser Communications, a company known for developing award-winning headsets for business professionals, recently announced new certifications for 2 of i... https://www.youtube.com/embed/Bj2I1prPVZM 2019-05-30T04:02:37.000Z https://cxtoday.com/cisco-vs-microsoft-which-team-are-you-on 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2019/05/cisco-vs-microsoft-featured-image.png Cisco vs. Microsoft - Which Team are you on? In my recent article I talked about the future of Unified Communications and the concept of UC 3.0 , I talked about a refreshed framework for comparing unifi... https://www.youtube.com/embed/AkWKbLFnhds 2019-05-17T05:59:26.000Z https://cxtoday.com/genesys-snags-industry-veteran-tony-bates-as-ceo 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2019/05/GenesysCEOTonyBates.png Genesys Snags Industry Veteran Tony Bates as CEO Genesys, a customer experience company responsible for supporting 25 billion crucial customer connections each year, recently announced the arrival of its ne... https://www.youtube.com/embed/uFRQbIZIiqM 2019-05-08T08:01:25.000Z https://cxtoday.com/download-our-2019-market-guide 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2019/04/UCTodayMarketGuide2019.png Download Our 2019 Market Guide The UC Today Market Guide is back with more information and insights than ever before. Building on what we learned last year, we're delivering loads of easy-... https://www.youtube.com/embed/3yPOueYUBzw 2019-04-15T04:35:09.000Z https://cxtoday.com/ringcentral-contact-center-review 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2018/11/RingCentralContactCentre.png 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 https://www.youtube.com/embed/fHu_DwtWHVY 2019-03-29T12:31:00.000Z https://cxtoday.com/elevating-the-customer-experience-with-ai 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2019/02/IBMVoiceAgentWatson.png Elevating the Customer Experience with AI The popularity of AI is growing throughout almost all areas of communication and technology. As customer experience continues to lead the way as the critical... https://www.youtube.com/embed/LcTAkRZzuwo 2019-02-19T09:48:17.000Z https://cxtoday.com/jabra-launches-wireless-earbuds-for-business 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2018/12/Jabra65tEarbuds.jpg Jabra Launches Wireless Earbuds for Business Leaders in the audio industry, Jabra, announced late last year the introduction of the world's first set of "True Wireless" earbuds intended for corporate us... https://www.youtube.com/embed/tCRN4YR_sOg 2019-01-10T14:02:50.000Z https://cxtoday.com/reading-between-the-lines-of-your-conversations-explaining-kono 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2018/11/KonolabsKono.jpg 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. https://www.youtube.com/embed/Z_l8iqRqFlA 2018-10-23T00:00:00.000Z https://cxtoday.com/avaya-to-demonstrate-social-platform-for-chatbots-at-gitex-2018 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2018/10/Avaya-Chatbots.png Avaya to Demonstrate Social Platform for Chatbots at GITEX 2018 Avaya set to launch world-first chatbot social platform at GITEX 2018 next week. https://www.youtube.com/embed/HBUvff4HkwI 2018-10-08T00:00:00.000Z https://cxtoday.com/genesys-kate-ai-review 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2018/10/GenesysKate.png Reimagining the Customer Journey – Why Kate Could Make a Difference Kate by Genesys brings a unique approach to chatbot technology, called Blended AI. Merge multiple bots/AI-capabilities into a one-stop-shop for CX enhancement. https://www.youtube.com/embed/vdOprvic_20 2018-09-21T00:00:00.000Z https://cxtoday.com/nice-neva-review 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2018/10/NICENEVAAI.jpg 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 live... https://www.youtube.com/embed/-RlEr6u_Sqk 2018-09-20T00:00:00.000Z https://cxtoday.com/smarter-sharper-and-people-savvy-why-amazon-lex-is-a-game-changer 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2018/10/Amam.jpg 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. https://www.youtube.com/embed/d3LYlNqfuzI 2018-09-18T00:00:00.000Z https://cxtoday.com/video-roundup-customer-contact-week-2018 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2018/10/Video-CCW.jpg Video Roundup: Customer Contact Week 2018 A special video roundup of Customer Contact Week 2018 from the team at UC Today. https://www.youtube.com/embed/1W2Yzs8a39Q 2018-07-25T00:00:00.000Z https://cxtoday.com/introducing-pindrop-express-a-new-solution-for-risk-based-authentication 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2018/10/PindropExpress.jpg Introducing Pindrop Express: A New Solution for Risk-Based Authentication Leaders in authentication software, Pindrop, recently announced the "Pindrop Express" service for authentication in Contact Centres. https://www.youtube.com/embed/RRC2PMZT7lY 2018-07-05T00:00:00.000Z https://cxtoday.com/call-recording-gdpr-staying-on-the-right-side-of-the-new-regulations 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2018/10/GDPRCRUpdate.jpg 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 vari... https://www.youtube.com/embed/vvOjhgzMbqQ 2018-06-08T00:00:00.000Z https://cxtoday.com/voicebase-heres-said-say 2026-09-23T15:12:25.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2018/10/VoiceBaseJayBlazensky.jpg Here is What You Said, and Are About to Say! VoiceBase is a truly innovative company, devoted to building exceptional APIs for predictive insights and speech analytics for the world of customer experience. https://www.youtube.com/embed/v4jJbvVP4D0 2017-10-04T00:00:00.000Z https://cxtoday.com/avaya-cc-oceana-review 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2018/10/AvayaOceana.jpg 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. 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Building on its experience delivering integrated contact centre platforms as part of its IP Office and Aura products, Oceana sees the Californian giant take ... https://www.youtube.com/embed/IgdXVim0a1M 2017-02-22T00:00:00.000Z https://cxtoday.com/avaya-oceana 2026-09-23T05:28:04.000Z https://ooqrecmxxaejojjsqmsl.supabase.co/storage/v1/object/public/media/wp/2018/10/Avaya-Oceana.jpg 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... https://www.youtube.com/embed/TnICbqfh1wY 2017-01-20T00:00:00.000Z