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.
Episodes
277 episodes
Big CX News - The Latest on Agentforce 3, New AI Studios from NiCE & Genesys
CX Today's Charlie Mitchell introduces the latest trending news from across the customer experience space.He's joined by four prominent CX analysts to unpack each story.In this edition, those CX experts include:...
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51:13
Big CX Update: Cyara
In this edition of the Big CX Update, Floyd March sits down with Rishi Rana, CEO of Cyara.Rishi shares his journey in the industry, how Cyara approaches the market, what ...
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Season 1
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Episode 200
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25:33
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 b...
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Season 1
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Episode 199
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8:10
The Next Generation Virtual Agent: An Inside Look
CX Today’s Charlie Mitchell hosts Jodi Reuven, a Senior Product Marketing Manager at Zoom. The duo offers a deep dive into Zoom’s next-generation Virtual Agent, which can reason and adapt in real time to boost resolution rate...
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Season 1
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Episode 198
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15:38
RingCentral Shares All on RingCX Early Successes, Latest Innovations, & Roadmap
After years of circling the CCaaS space, RingCentral is carving out a position with RingCX, a platform aimed at simplifying contact center deployments without cutting core capabilities. In this CX Today interview, Andy Watson, Senior Product...
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24:32
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, Direct...
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17:03
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 the upcoming Customer...
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11:49
Why Does Traditional CCaaS Pricing Need to Evolve?
CX Today's Charlie Mitchell hosts a conversation about the different CCaaS pricing models available to contact centers.To weigh up the pros and cons of each, he's joined by:Zeus Kerravala, Principal Analyst at ZK Re...
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14:48
ComputerTalk Tackles the Compliance Crunch Data Protection That Doesn’t Break CX
In this CX Today interview, Deputy Editor Rhys Fisher sits down with Jennifer Sutcliffe, Vice President of Operations and Control at ComputerTalk, for an in-depth ...
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8:53
Cyber Acoustics Declares War on Outdated Headsets with Agent Assist
A new era for contact center training and live support – minus the analog mess.In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Thor Mitskog, CEO of
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24:33
XCally’s Bold Take on Contact Center Evolution: AI, Automation & the Future of CX
From omnichannel excellence to AI-driven automation, XCally’s Sales Director Marco Pasculli breaks down the next big shifts in customer experience. In this episode, Rhys Fisher, Deputy Editor at CX Today, is joined by Marco Pascul...
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19:33
Past Lessons, Future Focus: Navigating the AI Revolution with Content Guru
Is AI Overhyped... or the Future of EVERYTHING? Join Susie Harrison from CX Today as she delves into the AI revolution with Sean Taylor, Global CEO of Content Guru. They discuss past predictions, future possibilities (all...
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Season 3
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Episode 32
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19:28
Revolutionizing CX Uncovering Hidden Opportunities in the Evolving Landscape
In this interview, Miratech's Matthew Ainsworth dives deep into the current state of CX and the dynamic opportunities emerging in this rapidly evolving landscape.From the quick rise of CCaaS, to the challenges large enterprises fa...
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Season 3
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Episode 31
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6:09
Scorebuddy's CEO Discusses Future of Contact Center Innovation and AI Integration (Big CX Update)
Join Rhys Fisher as he sits down with Derek Corcoran, the CEO and Founder of Scorebuddy, a leading vendor in the quality assessment space.Derek shares his jour...
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Season 3
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Episode 30
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24:57
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 impacting the Salesforce...
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Season 3
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Episode 28
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21:10
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 to dissect each story.In...
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Season 3
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Episode 29
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30:06
The Future of Work: Managing a Blended AI and Human Workforce
CX Today's Head of Content Susie Harrison hosts Cognigy's VP Marketing, Alan Ranger. With Cognigy’s recent launch of their Agent Ops platform, we dive into how AI and human agents are collaborating to boost efficiency, enhance cust...
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6:56
Agents, Supervisors, & Managers: How Is AI Impacting Key Contact Center Roles?
AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact.Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM at
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Season 3
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Episode 26
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8:10
Big CX Update: Miratech
CX Today's Head of Content Susie Harrison hosts Matthew Ainsworth, Chief Revenue Officer at Miratech, for a deep dive into his professional background, life at Miratech, and what's next for contact centers and CX.Matt...
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Season 3
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Episode 25
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20:20
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 latest news impacting th...
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Season 3
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Episode 24
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33:29
Real-Time Translation, Accent Smoothing & AI Agents – Krisp & CX Today Explore the Future of CX
Discover how real-time translation, accent smoothing, and AI-powered agents are redefining customer service.Join Rhys Fisher, Deputy Editor at CX Today, as he delves into the future of AI in contact centers with Davit Baghdasar...
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Season 3
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Episode 23
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10:59
Cyber Acoustics: Transforming Call Centers with Innovative Headsets (Big CX Update)
In this exclusive CX Today interview, Rhys Fisher, Deputy Editor, sits down with Thor Mitskog, CEO of Cyber Acoustics, to discuss how the company is transforming...
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Season 3
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Episode 22
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40:02
The Latest on Avaya Trimming Its Customer Base & Google's Bot That Calls Customer Service for You
CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by five prominent CX analysts to dissect each story.In this edition, our CX experts include: Zeus Ker...
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Season 3
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Episode 21
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37:52