CX Today
News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team. Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.
Podcasting since 2020 • 365 episodes
CX Today
Latest Episodes
No Breach, Real Risk: The Data Privacy Threats CX Leaders Can’t Ignore
When headlines scream "data leak" but companies claim "no breach," customers are left confused—and trust takes a hit. In this CX Today interview, Ron Zayas, CEO of Ironwall by Incogni, explains why a recent Instagram incident is a ...
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17:52
AI Hype Is Over – Now Contact Centers Need Results
In this CX Today interview, Associate Editor, Rhys Fisher, speaks with Sundeep Boughan, Director of Sales Engineering at Puzzel, to unpack findings from the company's latest State of the Contact Centre report.With 1,500+ co...
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Season 3
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Episode 1
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18:11
Modernizing the Contact Center with AI: Rebecca Wettemann on Rethinking Metrics, Handoffs, and Agent Experience
In this CX Today interview, Valoir Principal Rebecca Wettemann explains why time-based metrics like AHT and FCR need a rethink—and what leaders should measure instead, from outcome quality and AI-to-human handoffs to agent trust, coaching, and ...
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29:36
Are AI Layoffs Breaking Customer Experience?
In this discussion, CX Today’s Rhys Fisher speaks with Jim Eckes, Founder of TieTechnology, about the growing backlash against AI-first customer service strategies. With Amazon layoffs and rushed automation dominating headlines, Ji...
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20:50
The AI Arms Race: Uncovering the Billion-Dollar Shift in Contact Centers
Rhys Fisher sits down with James Hughes, VP of Solutions at Sabio, to explore what’s really happening behind the scenes of AI’s rapid rise in the contact center world. With more than two decades of industry experience,...
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Season 1
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Episode 3
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19:32