What If You Could Evaluate Every Customer Interaction?

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CX Today

CXToday.com

349 episodes

1 week 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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Technology

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

CX Today

9 minutes

3 weeks ago

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...