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
267 episodes
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...
•
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...
•
Season 3
•
Episode 32
•
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...
•
Season 3
•
Episode 31
•
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...
•
Season 3
•
Episode 30
•
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...
•
Season 3
•
Episode 28
•
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...
•
Season 3
•
Episode 29
•
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...
•
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
•
Season 3
•
Episode 26
•
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...
•
Season 3
•
Episode 25
•
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...
•
Season 3
•
Episode 24
•
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...
•
Season 3
•
Episode 23
•
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...
•
Season 3
•
Episode 22
•
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...
•
Season 3
•
Episode 21
•
37:52
Key Takeaways from Cisco Live 2025 EMEA
Watch on YouTube.Join CX Today's Floyd March and Zeus Kerravala, Principal Analyst at ZK Research, as they explore the key takeaways from Cisco Live 2025 EMEA.From AI-driven customer serv...
•
Season 3
•
Episode 20
•
14:34
Krisp's Game-Changer: Live Speech Translation That’s Reshaping Contact Centers
In this exclusive CX Today interview, Rhys Fisher, Deputy Editor, sits down with Anthony Canoso, Head of Customer Experience at Krisp, to discuss a groundbreaking a...
•
Season 3
•
Episode 19
•
9:52
Contact Center Trends for 2025: What's Hot and What's Not?
CX Today's Charlie Mitchell hosts Simon Adnett, VP of Sales - UK&I / EMEA at Enghouse Interactive. We introduce a host of contact center trends for 2025. Before focusing on four specifically:1. Generative AI & Know...
•
Season 3
•
Episode 18
•
22:21
Big CX News - The Latest on ServiceNow's Hiring Push, Verint's Acquisition Spree, & Microsoft
Watch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by six prominent CX analysts to dissect...
•
Season 3
•
Episode 17
•
40:36
The Role of Acoustic Technology in the Modern Contact Center
In this engaging discussion, Rhys Fisher, Deputy Editor of CX Today, chats with Thor Mitskog, President of Cyber Acoustics, to explore the evolving role of acoustic technology in modern contact centers. Thor reveals the thought pr...
•
Season 3
•
Episode 16
•
17:29
Copilots & Virtual Agents: Where Should They Fit in Your CX Strategy?
CX Today's Rhys Fisher hosts Felix Winstone, Co-Founder & CEO at Talkative.The pair discuss Talkative's GenAI Chatbot and the wider role of AI in the contact center space. In doing so, they cover:Strategi...
•
Season 3
•
Episode 14
•
20:35
Transforming Contact Centers with AI: Insights and Innovations
Join Rhys Fisher, Deputy Editor at CX Today, as he chats with Chris Bardon, Chief Software Architect at ComputerTalk.Together, they delve into the transform...
•
Season 3
•
Episode 15
•
18:28
NVIDIA Introduces Its Latest Agentic AI Innovations, Teases What's to Come
CX Today's Charlie Mitchell hosts a conversation reflecting on some of NVIDIA's big agentic AI innovations from January 2025.These AI Agent innovations include:A new set of Blueprints to help build enterprise AI Agents.&n...
•
Season 3
•
Episode 14
•
25:45
Analyzing the Current State of AI In Business Communications
CX Today's Charlie Mitchell runs through several takeaways from a recent industry study, entitled: "RingCentral Trends 202...
•
Season 3
•
Episode 13
•
16:26
Salesforce News - Agentforce 2.0, Atlas, & the New-Look Slack (January 2025)
Watch on YouTube.In the first episode of our Salesforce news show, CX Today's Charlie Mitchell hosts two expert customer experience analysts to discuss the latest news impacting t...
•
Season 3
•
Episode 12
•
22:43
5 Disruptive Use Cases for AI in Customer Experience
CX Today's Charlie Mitchell introduces five AI use cases for customer experience, with a specific focus on contact centers.To help run through all of them, he's joined by: Chris Crosby, Founder & CEO of Ventures CX Chandler Galt, Sen...
•
Season 3
•
Episode 11
•
36:22