CX Today

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• Gartner to CX Leaders: Stop Treating AI Agents Like Employees Before It Costs You 22.07.2026 12dk

  Gartner VP Analyst Kathy Ross on why AI agents belong in your tech stack, not on your org chart – and what happens when leaders get this wrong. In this CX Today interview, Associate Editor Rhys Fisher sits down with Kathy Ross, VP Analyst at Gartner, to unpack a provocative Gartner stance: that customer service leaders are fundamentally mismanaging AI agents by treating them like human talent. With 39% of CEOs already viewing AI agents as employees, the stakes for getting this right...
• Forget the Rulebook: How Self-Learning AI Is Rewriting Contact Center Automation - Omilia 22.07.2026 22dk

  In this discussion, Rhys Fisher, Associate Editor at CX Today, sits down with Claudio Rodrigues, Chief Product Officer at Omilia, to dig into one of the most pressing questions in customer experience right now: what does truly intelligent, self-learning contact center AI actually look like in practice? If you're tired of AI conversations that stay at surface level, this one's for you. The contact center AI story is usually told the same way: clean your data, build your rules, wait months for ...
• "Be the 5%": Amazon Connect Customer Reveals the Ultimate AI Playbook 21.07.2026 8dk

  At CCW Las Vegas, CX Today's Rob Scott sat down with Hannah Bloking (Head of Applied AI Acceleration Solutions Architecture, Amazon Connect Customer), Andrei Papancea (Head of AI Engineering, AWS), and Nate Brown (Co-Founder, CX Accelerator) right after their session on why AI pilots fail — and what the 5% who succeed do differently. Three questions. Three perspectives. Fifteen minutes of the most practical AI deployment advice from the conference floor. What CX leaders are really afraid of w...
• CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft 20.07.2026 9dk

  A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually looks like when it is no longer a roadmap — it is running, right now, inside one of Europe's most recognised travel brands. The moment the session closed, Rob Scott pulled three of the people who built that story into a room and kept the cameras rolling. What followed was something the main stage format simply does not allow. No moderated talki...
• Why AI Projects Stall and What the Best Partner Ecosystems Change 16.07.2026 11dk

  In this interview, recorded live at NiCE World London, CX Today's Rob Wilkinson sits down with Dorothy Copeland, Chief Partner Officer at NiCE, to unpack why businesses struggle to move from isolated AI pilots to meaningful, scalable transformation — and why the right partner ecosystem may now be the biggest factor in making AI work at scale. Dorothy shares her priorities for partner growth at NiCE, breaks down the newly announced NiCE AI Specialization Program, and explains why the shift fro...
• Valoir Warns CX Leaders: AI Ambition Can Backfire Fast 14.07.2026 21dk

  How can CX leaders scale AI without creating more risk than value? That is the central question in this CX Today interview with Rebecca Wettemann, Principal at Valoir, as she joins Rob Wilkinson to unpack how enterprise thinking around AI in customer experience is changing. The conversation shows how many organizations have moved beyond early enthusiasm and are now under pressure to prove that AI can deliver measurable business outcomes without harming trust, increasing costs, or disrupting o...
• Your Contact Center AI is Failing - And You Probably Built it That Way - Omilia 14.07.2026 25dk

  In this CX Today discussion, host and Associate Editor Rhys Fisher sits down with Claudio Rodrigues, Chief Product Officer at Omilia, to cut through the AI hype and get real about why so many contact centers are underperforming despite significant investment. If your AI deployment isn't delivering, Claudio argues the problem started long before you went live, and he's got the framework to fix it. This is a must-watch for any CX leader tired of chasing metrics that don't tell the full story. T...
• The Public Sector AI Shift Is Accelerating and Some Teams May Be Left Behind - NiCE 13.07.2026 9dk

  Public sector transformation does not move on hype alone. It moves under pressure, scrutiny, and long-term delivery demands. This conversation explores what major recent wins may signal for the wider market, what themes are rising fastest, and where the most overlooked opportunities now sit. In this interview, Rob Wilkinson sat down at NiCE World 2026 with Fiona Virture, Head of Public Sector Sales at Route 101 to discuss the business and operational realities shaping public sector tran...
• Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI - Diabolocom 08.07.2026 23dk

  Diabolocom’s AI Product Manager Tom Azernour on why orchestration, not automation, is the real future of contact center AI Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom, to unpack why the virtual agent category is long overdue for a rethink. As contact centers move beyond legacy voice bots into the agentic era, Tom explains what "orchestration-first" AI actually means in practice and why the architecture decisions made t...
• Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment 02.07.2026 22dk

  Jeannie Walters and Dr. Alyona Medelyan reveal what nearly 2,000 unfiltered airline reviews say about the chasm between brand promise and operational reality, and what CX leaders must do about it. In this CX Today discussion, host Rhys Fisher, Associate Editor, sits down with two leading voices in customer experience: Jeannie Walters, CX expert and author, and Dr. Alyona Medelyan, CEO of Thematic. Together, they've co-authored Experience Is The Promise, a data-driven report analyzing n...
• Death of the Survey Link: The Future of Customer Feedback Is Conversational - Sprinklr 02.07.2026 19dk

  Are traditional survey links dead? With response rates at historic lows, the answer might be yes. In this episode, Rob Scott sits down with Sprinklr’s Sonal Singhal, Direct of Product, and Valarie Grant, Director of Solutions Consulting, to explore why relying on static, post-interaction forms leaves CX leaders with delayed insights, blind spots, and a fractured view of the customer experience. When you force a customer out of their natural channel just to leave feedback, you disrupt the jo...
• Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration 01.07.2026 8dk

  Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the daunting prospect of ripping out legacy systems. Leaders are facing severe system fatigue, and the mandate from the boardroom is clear: show me the ROI, and show it to me now. To make sense of this tension, I sat down with Matt Clare, VP of Product Marketing at UJET, for a candid conversation about where contact center technology ...
• CCW 2026: The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said 01.07.2026 20dk

  Rob Scott sits down with Pasquale DeMaio (VP, Amazon Connect), Deepak Nair (SVP, AI Transformation, Citizens Bank), and Justin Robbins (Founder and Principal Analyst, Metric Sherpa), fresh off the main stage at CCW 2026 in Las Vegas. Pasquale made a deliberate statement on stage: deflection is dead. In this debrief, the three unpack what killed it, what replaces it, and why half of all agentic AI pilots never reach production. They cover the governance conversations that have to happen before...
• From Reactive to Agentic: What an AI Native Contact Centre Actually Looks Like - Zendesk 29.06.2026 19dk

  In this CX Today interview, Rob Wilkinson speaks with Jonathan Barouch, GM of Contact Center at Zendesk, about what “AI-native” and “agentic” actually mean in practice, where enterprise teams get stuck (data silos, authentication, brittle infrastructure), and how to roll out automation without betting the whole operation on day one. The conversation also challenges a common CX metric: containment. Barouch argues leaders should measure resolution, not deflection, and shares how teams can pilo...
• CCW 2026: Is AI Making Customer Experience Better - or Just Cheaper? 25.06.2026 6dk

  Rob Scott, Publisher at CX Today, sits down with Jeremie Abou, Sales Lead at Diabolocom, on the floor of CCW Las Vegas to ask the question the industry keeps dodging: is AI actually improving customer experience, or just cutting costs? Jeremie doesn't pull punches. From automation hype to the uncomfortable gap between slick demos and live contact centre reality, this conversation gets into what vendors won't tell you — and what CX leaders need to hear. They cover the 89% of CX leaders who exp...
• The Reality of Voice AI in the Contact Centre: From Pilot to Production - AudioCodes 25.06.2026 16dk

  In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of Product Management at AudioCodes, about the practical reality of moving Voice AI from proof of concept into production. The conversation explores why so many Voice AI projects stall after promising pilots, what enterprises often underestimate about voice infrastructure, and why connectivity, latency, noise handling, scalability, redundancy, and human-agent handoff matter just as much as the AI model itself. Avner also ...
• When the Playbook Runs Out: Closing the Real-Time Agent Assist Gap with AI - CallMiner x CCW Vegas 2026 24.06.2026 6dk

  At CCW Vegas 2026, Rob Scott sits down with Jonathan 'JR' Ranger, Chief Customer Officer at CallMiner, to explore the company's latest AI innovation, 'Real-Time AI Guidance,' and what it actually means for agents, customers, and contact center leaders navigating an increasingly AI-driven world. JR breaks down how the technology works in practice, why hold times and transfers are no longer an acceptable fallback, and why he believes agents who embrace AI will thrive rather than disappea...
• Five9 Explains How Human-in-the-Loop AI Drives Better CX Outcomes 24.06.2026 14dk

  In this CX Today interview, Nicole Willing speaks with Jonathan Rosenberg, Chief Technology Officer at Five9, about the role of human-in-the-loop design in AI-powered customer experience. Rosenberg explains why mature AI strategies should not treat human intervention as a failure or last resort. Instead, humans play a critical role in continuous learning, governance, high-risk decisions, and customer interactions where emotion, complexity, or value requires a human touch. The conversation exp...
• Why Your AI ROI Numbers Are Probably Wrong – And What to Measure Instead 19.06.2026 18dk

  Forethought’s Antoine Nasr discusses how outcome-based AI is reshaping the way enterprises measure the true value of customer service automation In this CX Today discussion, Associate Editor Rhys Fisher sits down with Antoine Nasr, Head of AI at Forethought, recently acquired by Zendesk. The pair discuss Forethought’s agentic AI push to tackle one of the most uncomfortable conversations in the CX space right now: is the ROI you're reporting on your AI investment actually telling you an...
• Trustpilot: Your Brand Is Invisible to AI, And Reviews Are the Fix 17.06.2026 15dk

  How customer feedback has quietly become the most powerful trust signal in the age of AI search CX Today's Associate Editor Rhys Fisher sits down with Alicia Skubick, Chief Customer Officer at Trustpilot, to unpack the platform's latest research. With AI now shaping how consumers discover and evaluate brands before they ever land on a website, the rules of visibility have changed. This is the conversation that makes the business case for trust in real, measurable terms. T...