CX Today

In this interview, Kristian McCann speaks with Lathan Lewis, Head of Products at Tango Networks, about a challenge every IT leader faces: keeping communications online without overspending.Throughout the talk, Lewis unpacks how companies can ditch dual UC platforms and aging copper lines - and still achieve flawless business continuity.Key takeaways:Why maintaining duplicate UC platforms and legacy POTS lines drains budgets and resources.How “Mobile Network as a Service” enables real-time continuity - even if your UC platform suffers an outage.Practical steps to replace aging analog infrastructure with VoIP or cellular-powered alternatives.How mobility integration enhances security, efficiency, and end-user experience under IT control.Next steps:Explore modern mobility solutions like Tango Networks’ Tango Extend to consolidate continuity across platforms.

For years, the CX industry has obsessed over deploying AI to serve customers better. But a seismic shift is already underway and most contact centers aren't prepared for it.Customer-initiated AI agents are now making calls, placing orders, and navigating your IVR on behalf of humans. Tools like OpenAI's Operator, Google Call Assist, and Kickoff's debt negotiation service aren't coming, they're here. A large US bank recently received its first live call from a personal AI agent attempting to negotiate debt settlement. The human agent had no policy, no playbook, no idea what to do. They didn't hang up. They authenticated the AI. They negotiated. The deal closed.This is what Wayne Kay, Regional VP of Sales Leadership EMEA at TTEC Digital, calls "the gasp moment" - the instant CX leaders realize the script has flipped. AI isn't just the tool anymore. It's becoming the customer.In this exclusive video interview, Wayne reveals what's catching organizations off guard, why authentication methods designed for humans are failing, and what contact centers must do now to prepare for a future where the majority of inbound interactions may not be human at all.You'll discover:Why a major US bank's first AI customer call sent shockwaves through the industryThe three blind spots CX leaders can't afford to ignore in 2026How to build AI customer readiness into your authentication, knowledge systems, and workflowsWhat "trust between machines" actually means—and why your security team needs to be at the tableTTEC Digital's approach to sandboxing AI customer scenarios before they become chaosThis isn't science fiction. It's happening on contact center floors right now. And if you're not thinking about it yet, you're already behind.Listen to the full interview to understand the inversion - and what to do about it before your next call arrives.

Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications with over 26 years of experience, shares fascinating insights on redefining customer experiences in an AI-driven landscape. He discusses how AI is revolutionizing both customer and agent journeys, emphasizing the need for unified platforms and omnichannel orchestration. Gaurav also highlights Tata's commitment to customer obsession and ethical practices, and explains innovative strategies for scaling AI responsibly and improving agent productivity, paving the way for the next generation of intelligent CX.

In this engaging discussion, Scott Doherty, WFM consultant at Sabio, emphasizes the evolution of workforce management from a back-office task to a strategic powerhouse for customer experience. He highlights how omni-channel complexities and hybrid work have rendered traditional spreadsheet models ineffective. Scott shares insights on the importance of AI as a supportive tool rather than a replacement for human judgment. With agent-centric strategies and real-time adjustments, he explains how to enhance agent wellbeing while driving better performance in contact centers.

Steve Blood, VP of Market Intelligence at Five9, dives into the hidden dangers of legacy contact center systems. He emphasizes that doing nothing can be the costliest choice for CX leaders, citing lost insights and missed opportunities as major pitfalls. Blood explains the importance of aligning IT and CX efforts and highlights the upcoming EU AI Act as a game-changer for technology strategies. With actionable advice, he advocates for empowering agents and building a solid business case for AI migration, making a compelling case for those hesitant to modernize.

Luke Jamieson, a CX evangelist at Operata, dives into the complex world of modern contact centers. He discusses how interconnected systems often lead to fragile customer experiences and emphasizes the crucial need for CX observability to eliminate blind spots. Jamieson highlights the pitfalls of traditional monitoring, which fail to answer executive concerns, and illustrates how observability cuts down resolution times. With the rise of Voice AI, he stresses that having a clear view of all processes is now vital for protecting customer satisfaction.

Jami Ferguson, VP of Product at SMG, unveils the essence of being AI-native, emphasizing structural transformation over mere automation. She details how AI-native platforms utilize clean, unified data to revolutionize customer experience. Real-time workflows are showcased, demonstrating enhanced guest recovery outcomes. Jami further argues that adopting AI enables more human interactions by reducing operator cognitive load. She also shares insights on transitioning to AI-native thinking, urging leaders to embrace continuous capability building.

James Scott, Senior Solutions Engineer at Diabolocom, shines a light on the future of AI in customer experience. He emphasizes the importance of clarity and specificity in AI deployments, arguing that transparency leads to better ROI. As regulations tighten, Scott explains how Diabolocom's ownership of its data pipeline ensures compliance and security. He advocates for smaller, specialized models to tackle unpredictability and reduce risk. With tools for measurable performance, he outlines how organizations can trust AI results while scaling effectively.

Shelly Kramer, President and CEO of Kramer & Company, joins the discussion to explore Cisco Webex's Contact Center capabilities. They dive into innovative features like the Agent Experience Suite, which includes burnout detection and AI-powered assistance. Shelly reveals the significance of ThousandEyes for network observability, enhancing remote support. They also discuss Webex's seamless integrations with Salesforce and Microsoft, and how its proactive messaging capabilities empower customer outreach strategies.

Every CX leader's nightmare: the one call that went catastrophically wrong.In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses.What You'll Learn:The Real Cost of CX Failures - Beyond refunds: the hidden costs of broken experiences, from team morale to regulatory fines ($14B+ annually)Why Traditional Testing Fails - 90% of Gen AI projects are stuck in proof-of-concept because organizations can't validate they'll work with real customersThe Trust Erosion Timeline - How customer emotions cascade from frustration to abandonment in minutesThe AI Assurance Gap - Why autonomous agents raise the stakes and require entirely new approaches to testingReal-World Impact - How healthcare providers use Cyara to prevent compliance violations when lives are literally at stakeActionable Advice - What CX and IT leaders can do today to prevent tomorrow's disasters Key Takeaways:$3.8 trillion in avoidable churn due to bad CX67% of customers abandon after just ONE poor experienceMost organizations discover failures through customer complaints—not proactive monitoringPeak moments (Black Friday, open enrollment, holiday travel) are when brands are most vulnerableThe shift from scripted automation to agentic AI requires validation that can match autonomous systems operating 24/7"It's not just a technology problem—it's a trust problem." – Clayton LougéeAbout the Guest:Clayton Lougée is VP of Value Consulting at Cyara, where he helps enterprise organizations build trust in every customer interaction through comprehensive CX assurance strategies.