CX Today Breaking Free from Cloud-Only CX Myths
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Nov 6, 2025 In this engaging conversation, Miguel Marcos, VP of Operations at Enghouse, challenges the myth that cloud is the only route for CX modernization. He highlights the importance of flexibility and the risks of vendor lock-in in a cloud-only approach. Miguel advocates for a 'contact center without compromise,' discussing how businesses can choose between cloud, hybrid, and on-premise solutions. He also shares insights on Enghouse's AI roadmap, emphasizing how AI can seamlessly enhance any deployment model. The discussion underscores the need for freedom of choice in CX transformation.
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Cloud Helped Adoption, Not Dictated It
- Cloud accelerated CX adoption but didn't make cloud mandatory for all organisations.
- Miguel Marcos highlights that control and compliance remain non-negotiable for many businesses.
Avoid One-Size Cloud Mandates
- Avoid vendor pressure that enforces cloud-only migration paths.
- Balance innovation with business continuity and insist on interoperability and flexibility.
Modernize Without Sacrificing Control
- Modernization should let customers proceed at their own pace and keep control.
- 'Contact center without compromise' means equal CX capabilities across deployment models.