CX Today

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, he shares:🔴 The Challenges of Implementing Contact Center Auto-Summaries 🔴Auto-summaries are where many contact centers have started their generative AI journeys. Yet, implementations aren't always easy. Anderson shares what he's learned so far. 🤖 The Rollout of Its Contact Center Copilot 🤖Implementing a copilot is the next step on the company's journey. As 2degrees starts to ramp up its roadmap, Anderson offers best practices to aid agents with new assistance use cases. 🤔 What's Coming Next? 🤔 2degrees plans to turn up the heat on its AI deployments, plotting out its upcoming innovations. Anderson shares what 2degrees will implement next. The telecoms provider is a NiCE customer. For more information about NiCE's contact center solutions, visit: https://www.nice.com/Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contactcenters #copilot #NiCEiLondon Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our LinkedIn page.For more Customer Experience tech news, visit: https://www.cxtoday.com

Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive, dives into the real challenges of AI in customer experience. He discusses the dangers of automating broken processes and emphasizes the necessity of understanding before implementing AI. Simon reveals how automated evaluation empowers quality assurance teams and addresses failure demand, which can be tackled before it impacts customers. He also shares insights on leveraging real-time agent assist tools to enhance onboarding while keeping agents engaged, showcasing AI's potential to drive meaningful results.

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, to dig into the real-world power of Conversational Intelligence. Jesper shares how this post-call analytics solution helps contact centers level up their AI maturity, drive operational efficiency, and extract value from the customer interactions hiding in plain sight What if every conversation your agents had could become a roadmap for better CX, faster training, and smarter business strategy? In this deep dive, Jesper Jønsson explains how Puzzel's Conversational Intelligence does just that. Whether you're just beginning your AI journey or you're ready to scale advanced automation, the solution is designed to meet you where you are, and accelerate your growth. Highlights include: 🔴 Automated, AI-driven insights from contact center calls to boost decision-making and reduce manual grunt work🔴 A complete QA overhaul—say goodbye to clunky spreadsheets and hello to scalable, strategic monitoring 🔴 Real-world examples from Puzzel clients like Elevate Virtual showing how CI improves NPS, AHT, and even upselling 🔴 ‘Seven seconds to magic’: Why this post-call analytics tool is ideal for low-risk AI adoption and long-term ROI Want to turn your contact center from a cost center into a strategic asset? 🔑 Explore more about Puzzel’s Conversational Intelligence on their website 💡 Subscribe to CX Today for more insights on AI maturity in CX 🔗 Contact Puzzel’s team for a personalized demo or success story deep dive

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 strive to deliver seamless, personalized engagement across channels, Gaurav explains how data silos, disconnected systems, and inconsistent experiences threaten customer loyalty and brand value. Tune in as they discuss how unifying CPaaS and CCaaS under one intelligent platform can turn friction into fluidity and elevate the total customer experience.Key discussion highlights:Why customer data “disappears” - how fragmented touchpoints and siloed systems create inconsistent experiences.The power of platform unification - merging CPaaS and CCaaS to enable omni-channel orchestration and seamless AI-to-human handoffs.Real-world ROI - from a 25% improvement in campaign conversions to a 45% drop in return-to-origin orders, unified CX delivers measurable impact.The road ahead - how predictive, personalized, and proactive engagement will define the next frontier of total experience.

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 transformation, the reality is more complex. Will shares insights into why so many pilots fizzle out, how to lay the right data foundations, and why empathy – not just efficiency – will define the future of CX.If you’re looking to get real ROI from AI, this conversation is a must-watch.The CX industry is buzzing with AI promise, but most organizations aren’t unlocking its true potential.In this insightful interview, Puzzel’s Will Penn breaks down the real reasons AI pilots fail and how leaders can reverse the trend with deliberate strategy.Why AI projects fail fast: Fragmented data, poor foundations, and lack of precision lead to early abandonment.The power of precision: How starting with low-friction, high-impact automations (like note taking) drives adoption.Empathy + efficiency: Why the future isn’t bots vs. humans but a hybrid model that blends AI speed with human understanding.Real-world success: How Puzzel’s Live Summary tool helped Help Insurance boost compliance, quality, and customer experience.Next StepsAudit your data foundations before launching new AI tools.Start small: automate the tasks no one likes doing first.Explore Puzzel’s Co-Pilot and Live Summary to boost agent performance.Subscribe to CX Today for more expert conversations and practical insights.

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 Today’s Rhys Fisher, we break down how to phase in native features without losing the specialist tools you rely on.Together, they unpack how enterprises can navigate the potential chaos of cloud migrations, including avoiding the common pitfalls and leveraging AI and data to drive true transformation. They also discuss why “continuous enhancement” is the secret weapon behind modern CX ecosystems.If your organization is considering a CCaaS move or struggling with “AI for AI’s sake” watch the conversation and pressure-test your roadmap.

🔥 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 automation and AI are revolutionizing the world of contact center quality assurance (QA). Together, they unpack what it truly means to evaluate every customer interaction — and why this shift is reshaping how organizations understand, improve, and personalize the customer experience. Imagine if every call, chat, and customer interaction in your contact center could be automatically analyzed — not just a tiny sample, but everything. That’s the future of QA that Fedarb  discusses in this engaging conversation about the real-world impact of automation and AI in CX. Key takeaways from this episode: 🔴 From sample to scale: Learn how AI-driven evaluation eliminates the limitations of manual scorecarding, giving teams full visibility across every interaction. 🔴 Bias-free insights: Discover how automation removes unconscious bias from QA, delivering more consistent and trustworthy results. 🔴 Real-time feedback loops: See how supervisors can identify issues in the morning, coach by lunchtime, and see measurable improvements by the afternoon. 🔴 Smarter, faster innovation: Hear how organizations are expanding beyond basic metrics — using AI to uncover hidden trends, flag critical moments, and even recommend next best actions. Want to elevate your QA strategy? Explore how Enghouse Interactive's automation tools can help you evaluate every customer interaction. Subscribe to CX Today for more conversations on AI, CX, and digital transformation. Share your biggest QA challenge in the comments — could automation be the answer?

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 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 organizations are transforming QA from a compliance necessity into a business intelligence engine that drives measurable CX impact. If you’ve ever wondered how to move beyond manual scoring and truly unlock the value hidden in your customer interactions, this conversation is a must-watch. Main Description: Customer experience is evolving fast — and QA is no longer just about checking boxes. In this exclusive chat, Scorebuddy’s Derek Corcoran reveals how AI, automation, and analytics are reshaping the way organizations understand agent performance, customer behavior, and business outcomes. Here’s what you’ll learn: 🔍 From Manual to Meaningful: How moving from spreadsheets to AI-powered QA unlocks faster insights and greater consistency across teams. 💬 Beyond the Microscope: How conversation analytics give CX leaders visibility into previously hidden trends and customer pain points. 🤖 AI-Powered Impact: Why automated scoring and performance summaries are freeing evaluators to focus on coaching and strategic development. 📊 CX Intelligence for the C-Suite: How BI dashboards are bridging the gap between QA teams and executive decision-making. Next Steps:  ✅ Watch the full interview to hear Derek’s roadmap for building an AI-enhanced QA strategy.  ✅ Explore Scorebuddy’s AI QA solutions to see how they can transform your contact center operations.  ✅ Subscribe to CX Today for more expert insights on the technologies shaping the future of customer experience.

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 challenges facing contact centers today and how NiCE plans to help solve them through strategy, innovation, and real-world customer stories.Key Discussion Points:📌 What Challenges Are Contact Centers Facing Today?From costly integrations to rising customer expectations, Simon shares the top pressures facing CX leaders across EMEA.📌 How NiCE Is Tackling These Issues at Interactions 2025With over 50% of the agenda driven by customer stories, NiCE is prioritizing real-world impact. Hear what you can expect from this year's event agenda.📌  What Else Is There to Enjoy?Alongside a CEO keynote, live customer stories, and visionary sessions, find out what else attendees can expect, including a performance from the Kaiser Chiefs 🎸👉 Ready to join one of the world's largest events dedicated to contact centers?Register for Interactions International 2025: https://www.nice.com/websites/interactions-international?utm_source=cx-today&utm_medium=cpc&utm_content=0000000&utm_campaign=NL_Q325_EN_PLT_EMEA_250827_EVN_PaidMedia-Interactions-International-2025&utm_detail=CX-Today-SB-InterviewHosted by Charlie Mitchell, Head of Publication at CX Today – Customer Experience Technology News.#contactcenters #nice #Interactions2025 Thanks for watching! Don’t forget to SUBSCRIBE for more expert insights, and follow us on X and LinkedIn for the latest CX news.For more on CX technology: https://www.cxtoday.com

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 Solutions. We uncover the common pitfalls affecting 80% of professionals in their CCaaS decision-making process.Miratech provides expert insights into why this issue persists and how businesses can sidestep these costly errors.Learn the strategies to optimize your CCaaS investments and avoid the common missteps that derail implementation success. Don’t make the same mistakes—watch now and take control of your CCaaS strategy!#CCaaS #Tech #Technology