Rhys Fisher sits down with Miguel Marcos, VP of Operations at Enghouse, to unpack one of the most pressing debates in customer experience: Is cloud the only path to modernization? Together, they dive into why flexibility, not rigid vendor mandates, is the real key to innovation in the contact center world. Main Description Cloud-first strategies may dominate the headlines, but are they really the best fit for every business? In this candid conversation, Miguel Marc...

Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy, to unpack how the world of Quality Assurance (QA) is being redefined by AI and conversational analytics. Together, they explore how forward-thinking organizations are transforming QA from a compliance necessity into a business intelligence engine that drives measurable CX impact. If you’ve ever wondered how to move beyond manual scoring and truly unlock the value hidden in your customer interactions, this ...

Inside Scorebuddy’s take on AI, data security, and tackling agent burnout in today’s evolving CX landscape. In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy. The pair dive deep into how AI is reshaping the modern contact center – from quality assurance transformations to data security challenges and the critical issue of agent burnout. In this engaging discussion, Emmanuel breaks down the evolving ...

Join Susie Harrison, Head of Content at CX Today, as she sits down with William Rubio, Chief Revenue Officer at CallTower, to explore the powerful convergence of UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service). In this interview, we dive into how this convergence is reshaping enterprise communications strategies, enhancing customer and employee experiences, and enabling scalable, integrated ecosystems for digital transformation. William shares exper...

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025. To run through them, he's joined by: Garry Gormley, Founder of FAB Solutions Jeff Harling, Head of Global Digital Customer Experience at Zoom Both share their perspectives on each of the trends, as shared below: Priority 1 - Elevating customer satisfaction results while being stretched operationally, and reducing costs. Garry discusses the pressure that contact center leaders f...

Discover how mobile-first strategies, powered by AI, are reshaping sales and service for modern contact centers. 🔥 In this discussion, host Rhys Fisher sits down with #JamesScott, Senior Solutions Engineer at #Diabolocom, to unpack why #mobileCX is emerging as a game-changer for businesses worldwide. As organizations look beyond static desktops, James explores how mobile technology, combined with #AI, is transforming agent flexibility, accelerating response times, and boosting ROI. Whet...

Inside Scorebuddy’s take on AI, data security, and tackling agent burnout in today’s evolving CX landscape. In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy. The pair dive deep into how AI is reshaping the modern contact center – from quality assurance transformations to data security challenges and the critical issue of agent burnout. In this engaging discussion, Emmanuel breaks down the evolving contact ce...

Cyara Unveils Game-Changing Platform: A Deep Dive with Christoph Börner Join Floyd March in this insightful conversation with Christoph Börner, as they unpack the launch of Cyara’s new platform designed to transform CX testing and monitoring. From AI-powered innovations to real-time feedback loops, they explore how this latest evolution aims to boost customer satisfaction and reduce risk for enterprises. What to Expect: - The strategic vision behind Cyara’s new platform - Key features tha...

Predictive, generative, agentic... there are many forms of AI creeping into customer service. However, before boiling the ocean, contact centers should consider the quick wins that they can build upon. That's the advice Jill Blankenship, CEO of Frontline Group, shared in an interview with CX Today's Charlie Mitchell. Live from the NiCE Interactions International, Blankedship also discusses: 🤩 The Most Exciting AI & Automation Technologies Touching Contact Centers 🤩 ...

CX Today's Charlie Mitchell hosts Elizabeth Tobey, VP of Marketing at NiCE. After some friendly intros, the conversation quickly pivots to previewing the major themes that NiCE will explore at Interactions Day Two and Three. From there, the conversation offers: 👀 A Peek Behind the Scenes of NiCE's Big Announcements 👀 Tobey teases some major news that will come later at the event, including AI innovations and exciting partnership announcements. 🔗 A Recap of the New Partnership...

In this discussion, host Rhys Fisher sits down with Will Penn, Senior Sales Engineer at Puzzel, to unpack one of the most talked-about trends in customer experience: AI co-pilots. While many organizations jump into AI hoping for instant transformation, the reality is more complex. Will shares insights into why so many pilots fizzle out, how to lay the right data foundations, and why empathy – not just efficiency – will define the future of CX. If you’re looking to get real ROI...

OneMagnify is making waves in the digital transformation space, strategically acquiring companies to expand its capabilities and deliver cutting-edge solutions. In this video, OneMagnify explains its approach to mergers and acquisitions, exploring how it’s shaping the future of AI-powered marketing and analytics. Key Discussion Points: Strategic Growth: How OneMagnify’s acquisitions enhance its digital commerce and AI-driven analytics. Industry Impact: What these moves mean for busine...

In this conversation, we explore the acquisition of Emodo by OneMagnify and dive into the major strategic shifts that follow. How will Emodo’s AI-driven advertising solutions evolve under OneMagnify’s umbrella? What does this mean for AI-powered marketing, personalization, and audience targeting moving forward? Expect insights on: ✔️ How acquisitions shape the ad-tech landscape ✔️ The role of AI in transforming precision advertising ✔️ Emodo’s vision post-acquisition and what’s next fo...

Join Susie Harrison, Head of Content at CX Today, as she sits down with William Rubio, Chief Revenue Officer at CallTower, to explore the powerful convergence of UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service). In this interview, we dive into how this convergence is reshaping enterprise communications strategies, enhancing customer and employee experiences, and enabling scalable, integrated ecosystems for digital transformation. William shares exper...

Join CX Today's Floyd as he sits down with Martin Taylor, Co-founder and Deputy CEO of Content Guru, to explore why Customer Data Platforms (CDPs) are becoming essential for modern contact centers. With contact center agents juggling an average of 13.8 systems and customers expecting seamless omnichannel experiences, traditional CRMs are showing their limitations. Discover how CDPs are revolutionizing customer experience by unifying data across all touchpoints while keeping it secure in exis...

In this interview, Deputy Editor Rhys Fisher sits down with Sharath Narayana, CEO and Co-Founder of Sanas, to unpack the challenges and opportunities surrounding AI voice technology. With a background in engineering and over a decade of entrepreneurship, Sharath brings deep expertise in speech AI, offering fresh insights into how real-time speech synthesis and accent harmonization are transforming customer experiences. This conversation is a must-listen for CX leaders navigating the hype and ...

CX Today's Charlie Mitchell hosts a conversation about how mapping out customer service experience and uniting the team around those maps. To dig into the challenges and opportunities, he's joined by: Katie Stabler, Founder of CULTIVATE Customer Experience by Design Paul Hughes, Head of CX Sales for the UK, Ireland & South Africa at Mitel Early in the discussion, Stabler emphasizes why journey mapping often falls short, and how bias, poor data application, and siloed thinking can dera...

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 dissect each story. In this conversation, those analysts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, President & CEO at Kramer & Company Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Finbarr Begley, S...

Tom Eggemeier and Jonathan Barouch unpack the AI-first contact center revolution—and why the real disruption is only just beginning. 🎙️ Introduction: Contact centers have seen disruption before—but nothing like this. In this forward-looking conversation, Rob Scott speaks with Tom Eggemeier, CEO at Zendesk, and Jonathan Barouch, VP & GM of Zendesk for Contact Center, to explore how AI is transforming CX from the ground up. If you think the move from on-prem to cloud was big, Tom argues, "...

CX Today's Charlie Mitchell introduces a rundown of everything Content Guru, a prominent global contact center provider. And who better to have that conversation with than Sean Taylor, CEO of Content Guru. After some friendly intros looking back over Taylor's long tenure in the contact center space, the pair get into the weeds, discussing: 🧑‍🧑‍🧒‍🧒 Content Guru's Differentiators in the Crowded Contact Center Space 🧑‍🧑‍🧒‍🧒 The CCaaS market is crowded. Taylor underscores where Content Guru s...