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
319 episodes
Secure the Quick Wins First: How the Frontline Group Is Advancing Its Customer Service Experiences
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...
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5:21
NiCE on Its New Snowflake, ServiceNow, & AWS Partnerships, Previews Interactions 2025
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. <...
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6:25
The Six Innovations Behind Cyara's Next-Gen Platform
Cyara Unveils Game-Changing Platform: A Deep Dive with Christoph BörnerJoin 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...
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20:57
How AI Is Revolutionizing Modern Contact Centers
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. ...
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14:56
Why 95% of AI Pilots Fail – and How to Be the 5% That Wins
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 hopin...
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Season 1
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Episode 2
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16:41
UCaaS Meets CCaaS: Transforming Enterprise Communications
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...
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14:41
Emodo & OneMagnify: AI, Acquisitions & the Future of Marketing
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-powere...
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19:47
The OneMagnify Approach to Mergers and Acquisitions
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 acquisi...
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16:18
Are Contact Centers Outgrowing Traditional CRMs?
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 ...
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28:44
The Latest on Salesforce & ServiceNow's $1.5BN Genesys Investment, NiCE-Cognigy, Five9's Departures
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:...
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32:59
The Gritty Truth About AI Voice Agents & Human Empathy
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 ...
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18:35
Where Does Customer Journey Mapping Go Wrong? (And How to Fix It) - Mitel & CULTIVATE
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...
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14:18
AI at the Core: Zendesk’s Bold Vision for the Future of Contact Centers
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-l...
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21:17
Where Should My Contact Center Invest In AI? This Test Will Tell You
CX Today’s Charlie Mitchell welcomes Wajih Kazmi, Senior Product Marketing Manager at RingCentral, to discuss the company's new AI Maturity Assessment.The pair explore how the free, 10-minute assessment helps organizations understand th...
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6:21
The Latest on Thoma Bravo Rolling Up Verint, Salesforce's Acquisition Streak, & More
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 run through each story. This month, those analysts include:Ze...
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38:09
How CX Leaders Can Win in a Hyper-Dynamic Market
Enghouse VP of Sales, Paul Stanczak, reveals practical strategies to navigate customer experience challenges and maximize ROI in a fast-changing landscape. In the latest edition of The Big CX Update, Rhys Fisher sits down with Paul...
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16:16
Sabio’s Big CX Update: AI, Customer-Centricity & The Future of Contact Centers
In a rapidly evolving CX landscape, Sabio is making bold moves to prove that measurable customer experience gains are possible in an AI-driven world.In this episode of The Big CX Update, host Rhys Fisher, Deputy Editor at CX Today, spea...
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41:57
AI’s New Role: From Job Threat to Agent Co-Pilot
AI isn’t here to replace contact center agents — it’s here to help them thrive. In this exclusive CX Today interview, Deputy Editor Rhys Fisher speaks with Mackenzie Ellis, Solutions Specialist at ComputerTalk, about how artificial intelligence...
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15:43
Content Guru on Its Cloud Contact Center Differentiators, Wins, & Vision (Big Update)
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 intr...
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42:15
From UCaaS to CX Powerhouse: How CallTower Is Redefining CCaaS Delivery
In this episode of CX Today, host Kieran Devlin sits down with William Rubio, Chief Revenue Officer at CallTower, and Joe Bigio, SVP of CCaaS, CX, and Conversational AI at Inoria, to explore how the strategic merger between the two companies is...
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19:53
Miratech on AI Mayhem: Five Big Mistakes Companies Are Making with AI
Many businesses have poured millions into AI, only to walk away with broken promises and frustration. That’s why this conversation with Miratech’s Erik Delorey is a must-watch for every CX leader. If your AI strategy isn’t outcome...
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17:23
What Is Pulse 360? An Introduction to the Cyara CX Assurance Engine
CX Today’s Charlie Mitchell welcomes Janet Vito, SVP of Marketing at Cyara.The pair explore Pulse 360, Cyara’s CX Assurance engine that proactively monitors, tests, and optimizes customer service journeys across voice, digital, and AI c...
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11:44
Redefining AI with Empathy & Agent Empowerment - Graia
How Graia is tackling the $75B empathy gap in customer experience. In this interview, CX Today Deputy Editor Rhys Fisher sits down with Sahil Rekhi, CRO at Graia, to discuss how the company is reimagining customer experience by b...
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Season 1
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Episode 203
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22:40
Cyber Acoustics Declares War on Outdated Headsets with Agent Assist - CX Today News
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 Cyber Acoustics, to explore how the company’s Agent Assist headset...
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24:33
Don’t Call It a Bot: Agentic AI Is the New Frontline
🎯 Why agentic AI isn't just smarter — it's a game-changer for the contact center.The AI revolution in customer experience is moving fast — and it's leaving chatbots behind. In this compelling conversation, Rob Scott, Publisher at CX Tod...
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27:14