CX Today

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. 

Zac Scalzi, Director of Sales at Cobrowse, and Ian Roberts, Director of Care Operations & Technologies at Quicken Inc., share their insights on the evolution of customer support through visual intelligence. They discuss how Cobrowse enhances AI to improve real-time troubleshooting and customer experiences. Ian highlights measurable gains, like reducing average handle time and boosting TNPS, while emphasizing a cautious approach to AI integration. The conversation reveals why visual context is crucial for effective AI, reshaping digital customer interactions.

Join Jeff Blair, Chief Growth Officer at Transcom, and Cortney Jonas Burnos, VP of Digital & AI Solutions at Transcom, as they dive into the evolving landscape of customer experience. They reveal the widening 'experience gap' and argue that success hinges on human-AI orchestration rather than just automation. Discover how connecting CX performance to revenue is crucial for brands and explore effective strategies to evaluate BPO partners. Get insights on where AI is delivering real value and the importance of continuous improvement and upskilling in the AI era.

CX Today's Charlie Mitchell sits down with Zeus Kerravala, Principal Analyst at ZK Research, to explore the CCaaS providers that are leading the pack, and those that are starting to fall behind.However, the conversation goes deeper, with the pair also discussing:⚖️ How to Choose the Right CCaaS Vendor for Your Business ⚖️ The pair dive into the criteria organizations should use when selecting a CCaaS provider, from ecosystem fit to referenceability. Spoiler: there’s no “one-size-fits-all” answer.🏆 Top Performers in the CCaaS Space 🏆From Cisco’s hybrid strengths to AWS’s pay-as-you-go model, Kerravala highlights the vendors excelling across different customer segments.🔻 Who's Falling Behind? 🔻Despite their size and potential, Google and Microsoft haven't yet gone all in CCaaS. Kerravala shares why these tech giants may be missing their market opportunity.For more on the Gartner Peer Insights Voice of the Customer for CCaaS report: https://www.cxtoday.com/contact-center/gartner-peer-insights-voice-of-the-customer-for-ccaas-2025/Dive deeper into the Cisco Webex Contact Center - the Gartner Customers' Choice platform - here: https://www.cisco.com/c/en/us/products/contact-center/index.htmlHosted by Charlie Mitchell, Head of Publication at CX Today – Customer Experience Technology News #ccaas #contactcenters #cloudcommunicationsThanks for watching! Don’t forget to SUBSCRIBE to our channel and join the discussion over on LinkedIn.For more CX technology news, visit: https://www.cxtoday.com

Inside the AI revolution reshaping citizen service – ComputerTalk’s Kyle Birker reveals what’s driving the shift and what comes next. In this CX Today video interview, Deputy Editor Rhys Fisher speaks with Kyle Birker, Head of Sales Operations at ComputerTalk, about the rapidly growing adoption of AI in government contact centers. As citizens demand more convenience and availability from public services, AI is stepping in to transform how agencies respond – often under tight budgets and strict compliance needs.  Governments around the world are finally catching up to the private sector in their use of AI – but not without major hurdles. In this insightful conversation, ComputerTalk’s Kyle Birker joins CX Today’s Rhys Fisher to explore why public agencies are under pressure to modernize and how AI is reshaping service delivery. Key takeaways from the video:🔴 Why surging citizen expectations are pushing government departments to adopt AI. 🔴 The real-world use cases of AI in government contact centers, from chatbots to agent assist tools. 🔴 How agencies can unlock 24/7 services while freeing staff to focus on high-impact tasks. 🔴 The triple challenge of data readiness, trust building, and regulatory compliance – and how to overcome it. Kyle also discusses ComputerTalk’s flexible ICE platform, which allows agencies to "bring their own framework" and deploy AI at their own pace, solving critical integration and security concerns. 📢 Explore how ICE can fit your agency’s AI strategy – visit ComputerTalk's website for platform details: https://www.computer-talk.com/ 🔑 Get in touch with ComputerTalk’s public sector specialists to assess your data and readiness. 🔗 Subscribe to CX Today for more expert insights on AI, contact centers, and digital government evolution.

Wayne Anderson, General Manager of Digital Delivery at 2degrees, talks about transforming telecom customer experience with AI. He shares the hurdles encountered while implementing contact center auto-summaries and the valuable lessons learned. Wayne introduces the new Copilot that aids agents with conversation prompts and consolidates knowledge from multiple systems. He anticipates significant improvements in handling time and resolution rates for agents, while also discussing future AI innovations set to elevate customer service.

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.

Jesper Jønsson, Director of Product for AI at Puzzel, discusses the transformative power of Conversational Intelligence for contact centers. He highlights how recorded interactions serve as untapped goldmines of insights leading to improved customer experiences. Jesper reveals how automated analytics can enhance decision-making and streamline quality assurance processes. He also shares real-world examples of clients benefiting from boosted NPS and reduced AHT, showing how AI can turn cost centers into strategic assets.