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
346 episodes
Why Government Contact Centers Are Embracing AI – And What Comes Next
Inside the AI revolution reshaping citizen service – ComputerTalk’s Kyle Birker reveals what’s driving the shift and what comes next. In this CX Today video interview, Deputy Editor Rhys Fisher speaks with Kyle Birker, Head of Sale...
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9:40
Who Leads the CCaaS Space in 2025?
CX Today's Charlie Mitchell sits down with Zeus Kerravala, Principal Analyst at ZK Research, to explore the CCaaS providers that are leading the pack, and those that are starting to fall behind.However, the conversation goes deeper, wit...
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9:51
Implementing Contact Center Copilots: 2degrees' Challenges, Lessons, and Best Practices
CX Today's Charlie Mitchell hosts Wayne Anderson, General Manager of Digital Delivery at 2degrees. Anderson discusses how the popular telecoms provider is advancing its contact center experiences with AI. In doing so, ...
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5:47
Why CX Leaders Are Tired of AI That Doesn’t Work
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 Int...
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21:36
Puzzel on AI's Goldmine: Unlocking Real Contact Center Value with Conversational Intelligence
From data silos to strategic insights - how Puzzel’s AI-driven platform turns talk into transformation.In this exclusive CX Today interview, Deputy Editor Rhys Fisher sits down with Jesper Jønsson, Director of Product for AI at Puzzel, ...
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13:41
The Customer Journey Black Hole: How a Unified Platform Illuminates the Unseen - Tata Communications
Watch host Christopher Carey sit down with Gaurav Anand, VP and Head of Customer Interaction Suite at Tata Communications, to explore one of the most pressing challenges in modern CX - the customer journey black hole. As enterprises stri...
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15:43
The Truth About CCaaS Migrations
Joseph Kelly, Solutions Architect at Miratech, shares a practical “lift and shine” mindset: transition what works, minimise disruption for agents and customers, and time change around contracts so you’re not double paying.With CX ...
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23:46
Why 95% of AI Pilots Fail – and How to Be the 5% That Wins
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 hoping for instant transformati...
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16:41
What If You Could Evaluate Every Customer Interaction? - CX Today News
🔥 How AI and automation are transforming quality assurance and redefining CX performance measurement. In this episode, host Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, to explore how...
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9:13
How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses
Discover how Scorebuddy’s AI-driven QA is revolutionizing customer experience analytics — from spreadsheets to strategic insights. Introduction In this discussion, host Rhys Fisher sits down with Derek Corcoran, CEO an...
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17:21
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 biggest cha...
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8:10
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, Director of CX ...
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17:03
Is Your Approach to Dirty Data Killing Your AI Implementation?
Is your AI implementation struggling to deliver real value? The culprit could be dirty data. In this episode of CX Today, we explore the critical role of data quality in AI-driven customer experience strategies. Director of Presales at TechSee,...
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22:18
The Future of Contact Center Technology: A Deep Dive
CX Today's Charlie Mitchell hosts Richard Bassett, VP of CX & Automation at NiCE.The two discuss the evolution of contact center technology, considering data management, AI, and tech convergence. From there, they consid...
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18:26
What If You Could Evaluate Every Customer Interaction?
🔥 How AI and automation are transforming quality assurance and redefining CX performance measurement. In this episode, host Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, to explore how...
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Season 1
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Episode 4
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9:13
From Feedback to Financial Impact – The ROI of Unified Experience Management
How Unified Experience Management® Drives Real Business Results with Josie Gaeckle, SVP at SMG Every CX leader is under pressure to deliver more than just great customer feedback—they need to show real, bottom-line impact. In this...
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Season 1
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Episode 1
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19:11
Hardware v Software: The Security Showdown Shaping the Future of Noise Cancellation
In this discussion, host Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, for a no-nonsense deep-dive into one of the most overlooked security debates in modern customer experience: hardware vs. software noise cancellation. ...
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Season 1
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Episode 2
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13:58
Inside Operata: The Rise of CX Observability for AI-Powered Contact Centers
As someone who has felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Operata’s most ambitious step yet. It expands CX Observability from a primarily Amazon Conn...
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18:24
Why Mobile CX Is the New Power Move for Contact Centers
👉 Discover how mobile-first strategies, powered by AI, are reshaping sales and service for modern contact centers. 🔥 In this discussion, host Rhys Fisher sits down with #JamesScott, Senior Solutions Engineer at #Diabolocom, to unpa...
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18:12
The Platform Advantage: How Sprinklr Is Redefining CCaaS for the Next Era of CX
The cloud contact-center market is crowded, and CX leaders are struggling to spot real differentiation. In this interview, Sprinklr’s VP of Product Management explains how a platform-led approach is redefining customer experience by uniting con...
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20:18
Can You Distinguish Between This AI Voice Agent and a Real Person?! An Introduction into PolyAI
Ever wondered if you’re speaking to a real person or an AI-powered voice agent? In this exclusive interview, CX Today sits down with PolyAI to explore the cutting-edge technology behind conversational AI that sounds incredibly huma...
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29:23
Breaking Free from Cloud-Only CX Myths
Rhys Fisher sits down with Miguel Marcos, VP of Operations at Enghouse, to unpack one of the most pressing debates in customer experience: Is cloud the only path to modernization? Together, they dive into why flexibil...
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Season 1
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Episode 4
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12:59
How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses
Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy, to unpack how the world of Quality Assurance (QA) is being redefined by AI and conversational analytics. Together, they explore how forward-thinking organiza...
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Season 1
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Episode 3
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17:21
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
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