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.
CX Today
Why CX Leaders Are Tired of AI That Doesn’t Work
Use Left/Right to seek, Home/End to jump to start or end. Hold shift to jump forward or backward.
How Enghouse is cutting through the AI noise and contact center clutter with real-world results
In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive, to get to the heart of a pressing industry issue: the overhype of AI in customer experience.
Forget the fluff, this interview is about AI that actually works. Simon shares candid insights into why many AI projects fail to deliver, how Enghouse is solving real CX problems (like failure demand and incomplete QA), and why the goal of automation shouldn't be fewer agents, but better ones.
Tired of AI promises that don’t translate into real change? You’re not alone, and Simon Adnett from Enghouse is here to talk about it.
In this honest and practical conversation with CX Today’s Rhys Fisher, Simon explains how Enghouse helps contact centers achieve genuine business impact by focusing on AI that’s measurable, modular, and meaningful.
Highlights from the discussion:
- Why “automating a broken process” is worse than doing nothing at all
- How 100% interaction evaluation gives QA teams superpowers
- The untapped ROI of fixing failure demand before it hits the queue
- How real-time agent assist tools improve onboarding and reduce churn, without over-automating the role
Whether you’re exploring agent assist, AI-based QA, or just trying to make your CX stack smarter (not louder), this conversation gives a grounded view of what good AI really looks like in the contact center.
Next Steps
Watch the full video to hear how Enghouse customers are making AI pay off.
Download Enghouse’s latest resources to explore use cases in more detail.
Book a demo to see how Enghouse can help you achieve 100% interaction evaluation or reduce failure demand.