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CX Today

CXToday.com

349 episodes

14 hours ago

Every CX leader's nightmare: the one call that went catastrophically wrong. In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses. What You'll Learn: The Real Cost of CX Failures - Beyond refunds: the hidden costs of broken experiences, from team morale to regulatory fines ($14B+ annually)Why Traditional Testing...

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Every CX leader's nightmare: the one call that went catastrophically wrong. In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses. What You'll Learn: The Real Cost of CX Failures - Beyond refunds: the hidden costs of broken experiences, from team morale to regulatory fines ($14B+ annually)Why Traditional Testing...

Show more...

Episodes (20/349)

CX Today

The Call That Cost a Fortune - Cyara

Every CX leader's nightmare: the one call that went catastrophically wrong. In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses. What You'll Learn: The Real Cost of CX Failures - Beyond refunds: the hidden costs of broken experiences, from team morale to regulatory fines ($14B+ annually)Why Traditional Testing...

9 hours ago

13 minutes

CX Today

The Future of Customer Support Gets Visual – and Real

Rhys Fisher sits down with Zac Scalzi, Director of Sales at Cobrowse, and Ian Roberts, Director of Care Operations & Technologies at Quicken Inc. Together, they explore how visual intelligence, AI augmentation, and agent-first design are redefining digital customer support. If you're navigating AI adoption, struggling with fragmented customer journeys, or simply want real-world proof of what next-gen support can deliver, this conversation is absolutely worth your time. What happens when a...

6 days ago

26 minutes

CX Today

From CX 2025 to 2026: Consumer Insights and the Trends That Will Define the Year Ahead

What if the secret to CX success in 2026 isn’t more automation — but better orchestration between AI and people? In this exclusive interview hosted by Rob Scott, Publisher at CX Today, we unpack the latest Consumer Insights Report from Transcom and explore why CX is now a core revenue driver, not just a support function. Joining the conversation are two powerhouse leaders: 🔴 Jeff Blair, Chief Growth Officer, Transcom 🔴 Cortney Jonas Burnos, VP of Digital & AI Solutions, Transcom Togethe...

6 days ago

22 minutes

CX Today

Who Leads the CCaaS Space in 2025?

CX Today's Charlie Mitchell sits down with Zeus Kerravala, Principal Analyst at ZK Research, to explore the CCaaS providers that are leading the pack, and those that are starting to fall behind. However, the conversation goes deeper, with the pair also discussing: ⚖️ How to Choose the Right CCaaS Vendor for Your Business ⚖️ The pair dive into the criteria organizations should use when selecting a CCaaS provider, from ecosystem fit to referenceability. Spoiler: there’s no “one-size-fit...

1 week ago

9 minutes

CX Today

Why Government Contact Centers Are Embracing AI – And What Comes Next

Inside the AI revolution reshaping citizen service – ComputerTalk’s Kyle Birker reveals what’s driving the shift and what comes next. In this CX Today video interview, Deputy Editor Rhys Fisher speaks with Kyle Birker, Head of Sales Operations at ComputerTalk, about the rapidly growing adoption of AI in government contact centers. As citizens demand more convenience and availability from public services, AI is stepping in to transform how agencies respond – often under tight bud...

1 week ago

9 minutes

CX Today

Implementing Contact Center Copilots: 2degrees' Challenges, Lessons, and Best Practices

CX Today's Charlie Mitchell hosts Wayne Anderson, General Manager of Digital Delivery at 2degrees. Anderson discusses how the popular telecoms provider is advancing its contact center experiences with AI. In doing so, he shares: 🔴 The Challenges of Implementing Contact Center Auto-Summaries 🔴 Auto-summaries are where many contact centers have started their generative AI journeys. Yet, implementations aren't always easy. Anderson shares what he's learned so far. 🤖 The Ro...

2 weeks ago

5 minutes

CX Today

Why CX Leaders Are Tired of AI That Doesn’t Work

How Enghouse is cutting through the AI noise and contact center clutter with real-world results In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive, to get to the heart of a pressing industry issue: the overhype of AI in customer experience. Forget the fluff, this interview is about AI that actually works. Simon shares candid insights into why many AI projects fail to deliver, how Enghous...

2 weeks ago

21 minutes

CX Today

The Customer Journey Black Hole: How a Unified Platform Illuminates the Unseen - Tata Communications

Watch host Christopher Carey sit down with Gaurav Anand, VP and Head of Customer Interaction Suite at Tata Communications, to explore one of the most pressing challenges in modern CX - the customer journey black hole. As enterprises strive to deliver seamless, personalized engagement across channels, Gaurav explains how data silos, disconnected systems, and inconsistent experiences threaten customer loyalty and brand value. Tune in as they discuss how unifying CPaaS and CCaaS under one intell...

2 weeks ago

15 minutes

CX Today

Puzzel on AI's Goldmine: Unlocking Real Contact Center Value with Conversational Intelligence

From data silos to strategic insights - how Puzzel’s AI-driven platform turns talk into transformation. In this exclusive CX Today interview, Deputy Editor Rhys Fisher sits down with Jesper Jønsson, Director of Product for AI at Puzzel, to dig into the real-world power of Conversational Intelligence. Jesper shares how this post-call analytics solution helps contact centers level up their AI maturity, drive operational efficiency, and extract value from the customer interactions hiding...

2 weeks ago

13 minutes

CX Today

What If You Could Evaluate Every Customer Interaction? - CX Today News

🔥 How AI and automation are transforming quality assurance and redefining CX performance measurement. In this episode, host Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, to explore how automation and AI are revolutionizing the world of contact center quality assurance (QA). Together, they unpack what it truly means to evaluate every customer interaction — and why this shift is reshaping how organizations understand, improve, and per...

2 weeks ago

9 minutes

CX Today

Why 95% of AI Pilots Fail – and How to Be the 5% That Wins

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 from AI, this conversation is a must-wat...

2 weeks ago

16 minutes

CX Today

The Truth About CCaaS Migrations

Joseph Kelly, Solutions Architect at Miratech, shares a practical “lift and shine” mindset: transition what works, minimise disruption for agents and customers, and time change around contracts so you’re not double paying. With CX Today’s Rhys Fisher, we break down how to phase in native features without losing the specialist tools you rely on. Together, they unpack how enterprises can navigate the potential chaos of cloud migrations, including avoiding the common pitfalls and leveraging AI a...

2 weeks ago

23 minutes

CX Today

How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses

Discover how Scorebuddy’s AI-driven QA is revolutionizing customer experience analytics — from spreadsheets to strategic insights. Introduction In this discussion, host 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 intell...

2 weeks ago

17 minutes

CX Today

NiCE Interactions International: Everything You Can Expect from the Must-Attend CX Event

CX Today’s Charlie Mitchell sits down with Simon Broadbent, SVP UKI & SAIL at NiCE, to preview one of the contact center industry’s biggest vendor events: NiCE Interactions International 2025. 🎤 Together, they explore the biggest challenges facing contact centers today and how NiCE plans to help solve them through strategy, innovation, and real-world customer stories. Key Discussion Points: 📌 What Challenges Are Contact Centers Facing Today? From costly integrations to rising customer ...

4 weeks ago

8 minutes

CX Today

80% of Tech Specialists Make These Common Mistakes that Make Them Regret their CCaaS Decision

CCaaS solutions promise efficiency and scalability, but many tech specialists unknowingly make a few common but critical mistakes that lead to costly regrets. In this episode, CX Today's Floyd March hosts Michael Burrows, Director of CX Solutions. We uncover the common pitfalls affecting 80% of professionals in their CCaaS decision-making process. Miratech provides expert insights into why this issue persists and how businesses can sidestep these costly errors. Learn the strategies to opti...

4 weeks ago

17 minutes

CX Today

The Future of Contact Center Technology: A Deep Dive

CX Today's Charlie Mitchell hosts Richard Bassett, VP of CX & Automation at NiCE. The two discuss the evolution of contact center technology, considering data management, AI, and tech convergence. From there, they consider: 🤔 What Comes Next? 🤔 Bassett discusses how contact centers will become more predictive, proactive, and AI-led by evolving their data strategies. ⏩ How Can Contact Centers Stay Ahead of the Innovation Curve? ⏩ Innovation is outpacing adoptions. Yet, Ba...

4 weeks ago

18 minutes

CX Today

Is Your Approach to Dirty Data Killing Your AI Implementation?

Is your AI implementation struggling to deliver real value? The culprit could be dirty data. In this episode of CX Today, we explore the critical role of data quality in AI-driven customer experience strategies. Director of Presales at TechSee, Brion Johnson, shares insights on how poor data hygiene undermines AI’s ability to generate accurate predictions, automate customer interactions, and drive meaningful outcomes. Learn how businesses can clean up their data pipelines and implement best p...

4 weeks ago

22 minutes

CX Today

What If You Could Evaluate Every Customer Interaction?

🔥 How AI and automation are transforming quality assurance and redefining CX performance measurement. In this episode, host Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, to explore how automation and AI are revolutionizing the world of contact center quality assurance (QA). Together, they unpack what it truly means to evaluate every customer interaction — and why this shift is reshaping how organizations understand, improve, and per...

4 weeks ago

9 minutes

CX Today

From Feedback to Financial Impact – The ROI of Unified Experience Management

How Unified Experience Management® Drives Real Business Results with Josie Gaeckle, SVP at SMG Every CX leader is under pressure to deliver more than just great customer feedback—they need to show real, bottom-line impact. In this episode of CX Today, host Rob Scott sits down with Josie Gaeckle, Senior Vice President of Client Insights at SMG, to break down how Unified Experience Management is turning data into revenue, retention, and ROI. How does improving customer experienc...

4 weeks ago

19 minutes

CX Today

Hardware v Software: The Security Showdown Shaping the Future of Noise Cancellation

In this discussion, host Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, for a no-nonsense deep-dive into one of the most overlooked security debates in modern customer experience: hardware vs. software noise cancellation. As enterprises race toward the cloud, Thor breaks down the hidden compliance traps, IT headaches, and cybersecurity risks that come with that shift – and why hardware might just be the unsung hero of secure communication. If you’ve ever wonder...

1 month ago

13 minutes