CX Today

Épisodes

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  Hidden AI in the Contact Center: What the EU AI Act Means for CX Leaders - TTEC Digital 15.09.2026 17min

  In this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital, about why the EU AI Act should matter to customer experience and contact center leaders, not just legal and compliance teams. Namjoshi explains why CX leaders are becoming the “stewards of AI” in customer-facing operations, how hidden AI can appear in tools such as agent assist, call summaries, sentiment analysis, quality management and workf...
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  Contextual Messaging is the New CX Gold Standard, MMDSmart Explains 14.09.2026 13min

  Are your customers getting joined-up conversations, or are they starting from scratch every time they contact your business? In this CX Today interview, Nicole Willing speaks with Karen Krivaa, Chief Marketing Officer at MMDSmart, about why so many businesses are still struggling to turn omnichannel ambition into real execution. Krivaa explains why fragmented systems, disconnected customer data, and poorly integrated messaging tools are holding organizations back. Findings from MMDSmart’s s...
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  The Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask - Sprinklr 10.09.2026 21min

  In this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr, about how AI-generated answers are changing customer discovery, brand comparison, and buyer decision-making. Sean explains why the customer journey is increasingly moving inside AI tools such as ChatGPT, Gemini, and Perplexity, where buyers can research, compare, and shortlist brands before a sales or marketing team sees any signal. For CX and marketing leaders, that creates a new visibility cha...
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  Where Does the CDP Fit in an Agentic AI Strategy? - Content Guru 02.09.2026 14min

  In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru, about the changing role of customer data, customer relationship management (CRM) and orchestration in AI-enabled CX. As vendors increasingly talk about agentic experiences, AI-native platforms, systems of action, and systems of decision, Manthorpe explains why CX leaders need to look beyond the terminology and focus on outcomes. He discusses why CRM remains valuable as a s...
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  The Future of CX Isn’t AI. It’s Humans - UJET 01.09.2026 30min

  In this CX Today interview, Rob Wilkinson speaks with Kristin King, Chief Customer Officer at UJET, and Tena Curic, Senior Customer Success Manager at UJET, about what they learned by spending time directly inside customer contact centers. Rather than relying only on dashboards, reports, or quarterly business reviews, the UJET team sat with agents and supervisors to understand how AI is actually affecting day-to-day service. They discuss why agents want AI to remove repetitive work, how poor ...
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  Avaya’s AI Strategy Warning: CX Vendors Are Splitting Fast 31.08.2026 21min

  Enterprise CX leaders face a difficult question: which AI strategies will deliver measurable customer and operational value, and which are simply buying time? In this CX Today interview, Rhys Fisher speaks with Zeus Kerravala, Principal Analyst at ZK Research, about how the customer experience AI market is beginning to separate into offensive and defensive camps. The conversation starts with Avaya, whose cautious approach to AI raises a bigger market question: can legacy vendors keep pace as ...
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  Why AI-Only QA Still Leaves Support Leaders Doing the Heavy Lifting 27.08.2026 14min

  Support leaders are under pressure to improve customer experience, coach agents, manage technology, and keep operations moving. Yet quality assurance often becomes another task on an already overloaded list. In this CX Today interview, Rhys Fisher speaks with Ty Given, Founder and CEO at CX Collective, about why Quality as a Service could offer a more practical route for teams that need better QA insight without more admin. Given explains that running a support team can feel like running a sm...
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  Your Customer Journey Analytics Are Broken – And Buying More AI Won't Fix It 13.08.2026 21min

  In this CX Today interview, Rhys Fisher sits down with Ty Givens, Founder and CEO of CX Collective, and Simel Kara, CX Account Director for Digital Experience and Transformation at Effect Digital, to dig into why end-to-end journey visibility remains out of reach for most organizations — and why reaching for AI as the solution is likely making things worse. Simel frames the core issue around what he calls a missing "conductor" — organizations tend to have reasonable visibility within i...
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  The AI Race Has a Customer Experience Problem 10.08.2026 25min

  In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Muj Choudhury, CEO of RocketPhone.ai and former Salesforce Director, about the uncomfortable questions surrounding enterprise AI. As organizations race to deploy AI agents, Choudhury argues that bigger investments and flashier product names do not automatically produce better customer experiences. This is a candid conversation about data, workflow design, agent coaching, risk, and how to find AI use cases tha...
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  How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era 06.08.2026 24min

  Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage, about how intelligent workspaces are reshaping the agent experience. Rodney explains why customer relationship management (CRM) fragmentation is becoming a major barrier for service teams, especially as organizations adopt more AI tools across the contact center. He explores how agents often become “human middleware,” switching between multiple CRMs, copying and pasting data, and trying to piece together ...
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  HubSpot Got the Blame, But Does the Whole Industry Have the Same Problem? 04.08.2026 15min

  The HubSpot data enrichment controversy generated plenty of heat. Alexi Hatch, CMO of Acoustic, is more interested in the light. Speaking with CX Today's Rhys Fisher, Hatch reframes the episode not as a one-company scandal but as a symptom of a wider industry habit she calls "signal debt" — the over-reliance on borrowed, static enrichment data that tells you what a contact's job title was last quarter but nothing about what they actually want today. "Piling on more enrichment and exter...
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  Adobe Summit 2026: Liz Miller Calls Out the Market on AI Strategy – and She's Not Holding Back 03.08.2026 23min

  From agentic AI to brand intelligence and Firefly's trust-first model, Constellation Research's Liz Miller drops unfiltered insights from the Vegas floor. In this on-the-ground dispatch from Adobe Summit 2026, CX Today Associate Editor Rhys Fisher sits down with Liz Miller, VP and Principal Analyst at Constellation Research. Liz is one of the sharpest voices in the CX and marketing technology space – and she's not here to sugarcoat anything. From the buzz around Shantanu Narayan's suc...
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  CX Experts Expose the Ugly Truth Behind Customer Journey Orchestration 03.08.2026 37min

  Why connected journeys remain broken in 2026, and what it actually takes to fix them. CX Today's Rhys Fisher is joined by Adrian Swinscoe (Punk CX), Jeannie Walters (Experience Investigators), and Robert Bradshaw (WiserOwl) to tackle one of CX's most persistent frustrations: the gap between the promise of orchestrated customer journeys and the fragmented reality most customers still live with. The technology is often ready; the organizations aren't. This roundtable cuts through ...
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  Hot Takes or Hard Truths? The 2026 AI & CX Reality Check with Transcom 03.08.2026 10min

  Eight of the biggest assumptions about AI and customer experience — tested, challenged, and corrected by two of the industry's most experienced voices Everywhere you turn, the conversation about AI and customer experience sounds the same. AI will replace the contact center. Customers don't want to talk to humans anymore. Automation will fix everything. But how much of that is actually true — and how much of it is costing brands real customers, real revenue, and real trust? In this CX ...
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  Regal CEO says "The AI Regulation Patchwork Is Holding Innovation Back" 03.08.2026 12min

  California's new AI executive order is forcing a conversation every enterprise needs to have – but what does it actually mean for customer experience? In this episode of CX Today, Francesca Roche sits down with Alex Levin, CEO of Regal, to explore how organizations can build meaningful AI safety measures without waiting for regulators to mandate them. From system-level guardrails to agent-specific compliance by industry, Alex shares how Regal has been tackling this challenge for nearl...
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  Talkdesk Calls Out the AI Hype Machine – And Offers a Way Out 03.08.2026 21min

  Pedro Andrade discusses why most AI deployments fail, why your KPIs are lying to you, and how the Talkdesk CXA Operations Center changes the game Rhys Fisher, Associate Editor at CX Today, sits down with Pedro Andrade, VP of AI at Talkdesk, to dig into one of the most pressing challenges facing contact center leaders today: deploying AI at scale without flying blind. With AI agents now handling real customer interactions, the stakes have never been higher – and as Pedro makes cl...
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  How Agentic AI Is Replacing Scripted Retail Chatbots 03.08.2026 18min

  Retail teams are moving beyond scripted chatbots and into agentic AI systems that can understand context, take action using tools, and coordinate across functions. In this CX Today interview, Nicole Willing is joined by Gilbert Gooijers, Managing Director and Chief Operating Officer at CM.com, to explain what retail leaders often misunderstand about agentic AI, why multi-agent setups beat a single do-it-all bot, and how the right channel choice, from WhatsApp to RCS and voice, shapes custome...
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  Your Contact Center Could Be One Outage Away from Disaster – And You Probably Don't Know It 03.08.2026 55min

  Three CX leaders get brutally honest about why infrastructure resilience has become the boardroom problem nobody is prepared for. In this CX Today Roundtable discussion, Associate Editor Rhys Fisher is joined by Ty Givens (Founder and CEO of the CX Collective), Rhona Bradshaw (CX Consultant), and Mike Wehrs (COO, TieTechnology) to tackle one of the most underestimated risks in enterprise CX: infrastructure resilience. Most organizations assume their stack is resilient. Most are ...
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  Retail CX Is Up, But Consistency Is the Real Battleground 03.08.2026 17min

  Retail customer satisfaction climbed to 94.6 percent in Q1 2026, but the headline figure only tells part of the story. In this CX Today interview, Francesca Roche speaks with Tim Waterton, Chief Revenue Officer at HappyOrNot, about what is really driving improvements in retail CX and where performance still breaks down. Waterton explains why retailers are getting better at managing tough operational environments, how real-time microfeedback is changing decision-making on the shop floor, and ...
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  Salesforce’s Agentforce Contact Center launch has split analyst opinion, and this CX Today debate gets straight to why. Host Rob Wilkinson is joined by Zeus Kerravala of ZK Research and Dave Michels of TalkingPointz to unpack what Agentforce actually is, 03.08.2026 39min

  Salesforce’s Agentforce Contact Center launch has split analyst opinion, and this CX Today debate gets straight to why. Host Rob Wilkinson is joined by Zeus Kerravala of ZK Research and Dave Michels of TalkingPointz to unpack what Agentforce actually is, what problem it is trying to solve, and what it could break. Kerravala frames Agentforce as a serious attempt to reduce “fragmentation hell” by converging CRM, customer interactions, and AI into a single platform layer, so agents stop being ...