CX Today

Derek Corcoran, Founder and CEO of Scorebuddy, is a pro in QA and AI-driven customer experiences. He discusses how AI and automation are elevating Quality Assurance from a mere compliance task to a valuable source of customer experience intelligence. Discover how conversation analytics unveil hidden trends, and how AI scoring allows evaluators to focus more on strategy and coaching. Derek also shares insights on bridging QA insights with C-suite decision-making through business intelligence dashboards, emphasizing the transformative power of modern QA.

Rhys Fisher sits down with Miguel Marcos, VP of Operations at Enghouse, to unpack one of the most pressing debates in customer experience: Is cloud the only path to modernization? Together, they dive into why flexibility, not rigid vendor mandates, is the real key to innovation in the contact center world. Main Description Cloud-first strategies may dominate the headlines, but are they really the best fit for every business? In this candid conversation, Miguel Marcos reveals why organizations need freedom of choice when it comes to CX transformation – and how Enghouse empowers IT and CX leaders to modernize on their own terms. Here’s what you’ll learn in this discussion: How the evolution of cloud technology has reshaped CX, and why compliance and control still matter. The risks of vendor lock-in and the hidden challenges of cloud-only adoption. What “a contact center without compromise” means in practice – spanning on-premise, hybrid, and cloud deployments. The role of AI in Enghouse’s modernization roadmap, and how it delivers value across every deployment model. Whether you’re exploring SaaS, hybrid, or on-premises solutions, this interview shows why modernization doesn’t have to mean compromise. Next Steps: Watch the full interview for actionable insights on CX modernization. Subscribe to CX Today for more expert discussions with leading voices in the industry. Learn more about Enghouse’s flexible CX solutions by visiting their website.

Emmanuel Doubinsky, Product Director at Scorebuddy and expert in AI-driven contact center solutions, chats with Rhys Fisher about the transformative power of AI. They explore how GenAI bots handle routine tasks, freeing agents for more complex issues, and the revolutionary role of AI in quality assurance. Emmanuel emphasizes the necessity of robust data security practices for cloud contact centers and discusses the pressing issue of agent burnout, offering insights on how AI can support rather than overwhelm teams. Finally, he champions AI as a catalyst for innovation in organizations.

Join Susie Harrison, Head of Content at CX Today, as she sits down with William Rubio, Chief Revenue Officer at CallTower, to explore the powerful convergence of UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service). In this interview, we dive into how this convergence is reshaping enterprise communications strategies, enhancing customer and employee experiences, and enabling scalable, integrated ecosystems for digital transformation.William shares expert insights on:The role of UCaaS/CCaaS in building agile communication systemsKey considerations for IT leaders evaluating converged platformsCommon misconceptions about merging UC and contact center environmentsThe future of AI and automation in amplifying the value of converged UCaaS/CCaaS stacksWhether you're an IT leader, business strategist, or tech enthusiast, this video offers valuable perspectives on the future of enterprise communications.

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025. To run through them, he's joined by:Garry Gormley, Founder of FAB SolutionsJeff Harling, Head of Global Digital Customer Experience at ZoomBoth share their perspectives on each of the trends, as shared below:Priority 1 - Elevating customer satisfaction results while being stretched operationally, and reducing costs. Garry discusses the pressure that contact center leaders face to cut costs and shares his advice on combating that, before Jeff discusses how he's seeing Zoom Contact Center customers take on this issue and raise the customer satisfaction bar.  Priority 2 - Gaining more of an AI education while dealing with day-to-day firefighting.Garry stresses that every customer service leader doesn't need to be an AI expert, but they should understand where their key issues lie. They can then consider AI as a solution. Jeff gives his take, highlighting how contact centers leverage AI to overcome pressing problems.  Priority 3 - Unlocking operational scale through intelligent automation. Jeff takes the reins to highlight how contact centers can scale the application of AI to avoid confining its benefits to specific teams or locations. Garry then shares more of what he's seeing out there in the field. Interested to learn more about the Zoom Contact Center? If so, visit: https://www.zoom.com/en/products/contact-center/Hosted by Charlie Mitchell, Head of Publication at CX Today - Customer Experience Technology News #customerservice #customersupport #contactcentersThanks 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 Twitter, LinkedIn and Facebook pages.For more Customer Experience tech news, visit: https://www.cxtoday.com00:00-00:42 Intros00:42-08:57 Priority 108:57-18:02 Priority 218:02-25:54 Priority 3

Discover how mobile-first strategies, powered by AI, are reshaping sales and service for modern contact centers. 🔥 In this discussion, host Rhys Fisher sits down with #JamesScott, Senior Solutions Engineer at #Diabolocom, to unpack why #mobileCX is emerging as a game-changer for businesses worldwide. As organizations look beyond static desktops, James explores how mobile technology, combined with #AI, is transforming agent flexibility, accelerating response times, and boosting ROI. Whether you're leading a sales team or managing #customerexperience, this conversation will show you why the #contactcenter, of 2025 can’t afford to stay tied to a desk. Mobility isn’t just convenient — it’s strategic. James Scott dives into how Diabolocom Mobile is empowering agents and sales teams to deliver faster, smarter, and more personalized experiences from anywhere. Key Takeaways: 🔴 Freedom from the desktop: Learn how mobile #CX extends the flexibility of #cloud -based contact centers, enabling agents to take calls and close deals on the go. 🔴 AI that works for you: Discover how Diabolocom AI automates transcription, call summaries, and next steps — so your team focuses on selling, not note-taking. 🔴 Real-world impact: Hear how a sales team boosted their response speed by 15% and saw boosted #ROIgrowth within days of implementing Diabolocom Mobile. 🔴 Built-in compliance & security: See why Diabolocom’s telecom roots give companies confidence in data security, regulatory compliance, and full control over their CX tech stack. Subscribe to CX Today for more deep dives on customer experience innovation. 

Jill Blankenship, CEO of the Frontline Group and a leader in contact center operations, shares insights on enhancing customer service with AI and automation. She emphasizes the importance of quick wins in tech implementation. Jill discusses exciting AI trends, including workflows that unify data and create auto-summaries, reducing agent workload. She also highlights strategies for improving quality assurance and intent-based analysis, providing a roadmap for the future of customer experience at the Frontline Group.

Cyara Unveils Game-Changing Platform: A Deep Dive with Christoph BörnerJoin Floyd March in this insightful conversation with Christoph Börner, as they unpack the launch of Cyara’s new platform designed to transform CX testing and monitoring.From AI-powered innovations to real-time feedback loops, they explore how this latest evolution aims to boost customer satisfaction and reduce risk for enterprises.What to Expect:- The strategic vision behind Cyara’s new platform- Key features that elevate CX assurance- Real-world applications and ROI potential- Industry trends shaping automated testingWhether you’re a CX leader, tech strategist, or simply curious about the future of experience assurance, this episode delivers bold insights and practical takeaways.

CX Today's Charlie Mitchell hosts Elizabeth Tobey, VP of Marketing at NiCE. After some friendly intros, the conversation quickly pivots to previewing the major themes that NiCE will explore at Interactions Day Two and Three. From there, the conversation offers:👀 A Peek Behind the Scenes of NiCE's Big Announcements 👀Tobey teases some major news that will come later at the event, including AI innovations and exciting partnership announcements.🔗 A Recap of the New Partnerships with AWS, ServiceNow, & Snowflake 🔗NiCE isn't only talking about CRM, UC, and WEM integrations; it's thinking about where the contact center fits in the broader enterprise. Its recent announcements speak to this drive. 😉 A Tease Ahead of NiCE Interactions International 2025 😉The Las Vegas Interactions event isn't the only event NiCE is putting on this summer. Tobey tells us what comes next. Eager to find out more about NiCE's CCaaS portfolio? Visit: https://www.nice.com/Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #nice #snowflake #aws

Inside Scorebuddy’s take on AI, data security, and tackling agent burnout in today’s evolving CX landscape. In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy. The pair dive deep into how AI is reshaping the modern contact center – from quality assurance transformations to data security challenges and the critical issue of agent burnout.  In this engaging discussion, Emmanuel breaks down the evolving contact center ecosystem and how AI is no longer just about automation but driving innovation. Highlights include: How GenAI-powered bots are transforming frontline service by automating routine tasks, freeing agents for complex problem-solving. The new role of AI in Quality Assurance, enabling evaluators to review 100% of interactions and focus on compliance and coaching opportunities. The critical importance of data security in cloud-first contact centers, with Scorebuddy’s approach to IT certifications, transparency, and safeguarding customer data in AI deployments. Insights into agent burnout causes, including context switching and efficiency pressures, and how AI assist tools – if used wisely – can ease the load without disengaging agents. Emmanuel also shares how Scorebuddy champions AI as a tool for empowerment and innovation across organizations, encouraging teams to explore AI’s potential beyond mere automation. Next Steps Visit Scorebuddy’s website to explore their AI-powered quality assurance solutions: https://www.scorebuddyqa.com/Follow CX Today for more interviews with industry leaders shaping the future of CX. Subscribe and share this video with your CX and contact center peers to spark a conversation on balancing AI innovation and human engagement.