CX Today

Will Penn, Senior Sales Engineer at Puzzel, brings a wealth of knowledge about AI co-pilots in customer experience. He reveals why 95% of AI pilots fail, highlighting issues like poor data foundations and fragmented systems. Will emphasizes the importance of starting with simple automations to build adoption. He advocates for a hybrid approach where machines enhance human empathy instead of replacing them. Real success stories, like Help Insurance using Puzzel’s Live Summary, showcase the potential of well-implemented AI strategies.

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 stacks

In this conversation, we explore the acquisition of Emodo by OneMagnify and dive into the major strategic shifts that follow. How will Emodo’s AI-driven advertising solutions evolve under OneMagnify’s umbrella? What does this mean for AI-powered marketing, personalization, and audience targeting moving forward?Expect insights on: ✔️ How acquisitions shape the ad-tech landscape✔️ The role of AI in transforming precision advertising✔️ Emodo’s vision post-acquisition and what’s next for AI-driven CXJoin us as we break down the future of AI-powered marketing and the impact of OneMagnify’s acquisition on Emodo’s growth strategy! 

OneMagnify is making waves in the digital transformation space, strategically acquiring companies to expand its capabilities and deliver cutting-edge solutions. In this video, OneMagnify explains its approach to mergers and acquisitions, exploring how it’s shaping the future of AI-powered marketing and analytics.Key Discussion Points:Strategic Growth: How OneMagnify’s acquisitions enhance its digital commerce and AI-driven analytics.Industry Impact: What these moves mean for businesses looking to leverage data-driven solutions.Future Vision: How OneMagnify is positioning itself as a leader in AI-powered marketing and customer insights.Join the conversation and let us know your thoughts in the comments!

Sharath Narayana, CEO and co-founder of Sanas, brings his engineering expertise and passion for speech AI to the forefront. He dives into how real-time speech synthesis and accent harmonization are revolutionizing customer experiences. Sharath shares the poignant story behind Sanas, aiming to eliminate bias in communication. He emphasizes the importance of empathy and trust while explaining how his company empowers agents rather than replacing them with AI. With a focus on human-centered design, Sharath envisions a future where technology enhances understanding.

In this discussion, Martin Taylor, Co-founder and Deputy CEO of Content Guru, dives into the rise of Customer Data Platforms (CDPs) in contact centers. With over 30 years in the industry, Martin explains how CDPs surpass traditional CRMs by unifying customer data and enhancing agent experiences. He shares insights on real-world CDP implementations, the challenges of integrating with legacy systems, and the transformative role of AI. Plus, learn how omnichannel approaches create seamless experiences for customers while reducing agent workload.

CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space.Five prominent CX analysts join the panel to dissect each story. In this conversation, those analysts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirShelly Kramer, President & CEO at Kramer & CompanyMichael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchFinbarr Begley, Senior Research Analyst at Cavell During the discussion, they touch upon the following four news stories:💸 Genesys Announces $1.5BN in Investment from Salesforce and ServiceNow 💸Our panellists react to Genesys's $1.5BN in funding from two CRM giants, unpacking what it means for the market and future CCaaS-CRM integrations. 🤝 NiCE Agrees $995MN Acquisition of Cognigy 🤝Cognigy is one of many conversational and agentic AI providers. So, why has NiCE broken the bank to acquire it? The analysts break it down. 🚶‍➡️Five9 CEO Departs, Alongside Three Senior Execs🚶‍➡️Five9 is in a state of flux. But, will it emerge in a better or worse position? The analysts share their take. 🕊️ Salesforce to Acquire Bluebirds 🕊️Switching attention from service to sales, the industry experts break down Salesforce's acquisition and how its customers may benefit. Stay up to date with the latest in the CX space by subscribing to our newsletter, visit: https://www.cxtoday.com/accountHosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #genesys #nice #five9Thanks 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 and LinkedIn pages.For more Customer Experience tech news, visit: https://www.cxtoday.com

CX Today's Charlie Mitchell hosts a conversation about how mapping out customer service experience and uniting the team around those maps. To dig into the challenges and opportunities, he's joined by:Katie Stabler, Founder of CULTIVATE Customer Experience by DesignPaul Hughes, Head of CX Sales for the UK, Ireland & South Africa at MitelEarly in the discussion, Stabler emphasizes why journey mapping often falls short, and how bias, poor data application, and siloed thinking can derail CX efforts.From there, the panel explores:✍️ Where Should Businesses Start with Journey Mapping? ✍️Stabler shares how to unify the business behind customer journey maps, not just the frontline, and why that's a critical first move.🤝 How Culture and Technology Fit Together 🤝Hughes highlights how siloed technology stacks can fragment customer journeys, and why stitching applications together drives visibility and efficiency.🤖 Can AI Build Customer Trust? 🤖Both guests stress the importance of applying AI mindfully, starting with customer and employee needs, so it strengthens trust rather than undermines it.📖 Why CX Must Be a Movement, Not a Project 📖Stabler explains how piecemeal, tactical CX initiatives fail to deliver ROI, and why embedding customer experience into culture is the only way forward.For more on how to stich together the applications behind journey maps, visit: https://www.mitel.com/For more Customer Experience tech news, visit: https://www.cxtoday.com

Tom Eggemeier and Jonathan Barouch unpack the AI-first contact center revolution—and why the real disruption is only just beginning.🎙️ Introduction:Contact centers have seen disruption before—but nothing like this. In this forward-looking conversation, Rob Scott speaks with Tom Eggemeier, CEO at Zendesk, and Jonathan Barouch, VP & GM of Zendesk for Contact Center, to explore how AI is transforming CX from the ground up. If you think the move from on-prem to cloud was big, Tom argues, "AI is 100 times bigger." This episode dives deep into why that is—and what it means for the future of customer engagement, enterprise operations, and the role of the human agent.📌 Key discussion points include:From Prem to Proactive: Why the AI shift makes the cloud migration look small—and what “AI-first” truly means for customer service.The End of Fragmentation: How Zendesk’s unified resolution platform simplifies tech stacks, integrates AI at the core, and enables smarter agent assistance.Rethinking Metrics & Models: The shift from handle time to resolution, and how AI is changing everything from pricing to KPIs.The Human Role in an AI World: Why agents aren’t going away—but will need to evolve with the complexity of customer interactions.Whether you're a CX leader, a digital transformation strategist, or simply navigating the future of contact centers, this conversation is packed with insight, honesty, and a clear call to action.✅ Next Steps:Interested in reimagining your contact center around outcomes, not just channels? Explore Zendesk’s AI-first platform and start testing today. Learn more at Zendesk.com or reach out for a consultation.

Paul Stanczak, VP of Sales at Enghouse and an expert in customer experience technology, shares invaluable insights on navigating the evolving market. He discusses the increasing pressures on customer expectations and emphasizes the importance of focusing on foundational principles rather than chasing trends. Stanczak recommends smart tech investments like seamless self-service and omnichannel access to boost ROI. He also highlights the significance of partnering with reliable vendors for stability and guidance, ensuring customer experiences remain a top priority amidst rapid changes.