CX Today

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.

In this insightful discussion, Will Penn, Senior Sales Engineer at Puzzel, tackles the complexities of AI co-pilots in customer experience. He reveals why 95% of AI deployments fail, pinpointing fragmented data and poor planning as key culprits. Will advocates for starting with small, tedious tasks to foster adoption while emphasizing the importance of blending empathy with efficiency in AI solutions. He shares a success story from Help Insurance, illustrating how effective tools can boost compliance and customer interaction. A must-listen for anyone diving into AI!

Peter Fedarb, a Senior Pre-Sales Consultant at Enghouse Interactive, shares valuable insights into the transformative role of AI and automation in contact center quality assurance. He discusses how AI evaluates every customer interaction, eliminating bias and providing consistent results. Real-time feedback loops allow for immediate coaching and measurable improvements. Fedarb also emphasizes using AI to uncover hidden trends and expand scorecard metrics, paving the way for smarter, more efficient customer experiences.

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.

Derek Corcoran, CEO and founder of Scorebuddy, shares his expertise in transforming Quality Assurance with AI and conversation analytics. He discusses how traditional manual QA processes hinder growth, calling for a shift to AI-powered solutions. Derek highlights the role of conversation analytics in uncovering hidden insights about customer behavior and agent performance. The conversation reveals how AI automation allows evaluators to focus more on coaching and strategic development, ultimately turning QA into a vital source of CX intelligence for organizations.

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

Brion Johnson, Director of Presales at TechSee, dives deep into the pitfalls of dirty data in AI implementations. He uses a motorcycle trip analogy to illustrate the risks of poor data quality. The discussion reveals how high-quality, timely, and accurate data can significantly enhance AI-driven customer experiences. Brion shares action steps to prioritize data cleanliness, tackle automation challenges, and harness multi-modal inputs for better resolutions. Moreover, he highlights the power of visual support in reducing resolution times and minimizing unnecessary field visits.

In this engaging discussion, Richard Bassett, VP of CX & Automation at NICE and expert in AI-driven customer engagement, dives into the exciting evolution of contact center technology. He emphasizes the shift from fragmented solutions to integrated cloud platforms, enhancing efficiency. Richard highlights the rise of self-service AI for personalized interactions and a future focused on predictive, proactive customer engagement. He also addresses the changing roles within contact centers, advocating for small pilot tests to keep pace with rapid innovation.

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

Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, dives into the transformative power of AI and automation in contact center quality assurance. He reveals how evaluating every customer interaction can enhance accuracy and eliminate bias. Peter shares insights on real-time feedback, enabling swift coaching, and better understanding of customer behavior. He emphasizes starting QA automation early and adapting over time, making a strong case for AI's role in uncovering trends and suggesting next steps in customer experience.