CX Today

Watch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by six prominent CX analysts to dissect each story.In this edition, our CX experts include:Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Simon Harrison, Founder & CEO of Actionary Finbarr Begley, Senior Research Analyst at Cavell Group During the conversation, they share more insight into each of the three following news stories:ServiceNow to Hire Up to 3,000 EmployeesServiceNow - which also acquired CueIn in January - plans a hiring spree to support its growth, AI innovation plans, and meet customer demands.Verint Quietly Acquired Four AI Providers in 2024The contact center stalwart rolled up Cogito, Fonolo, and two unnamed tech providers to support its specialized bot strategy.Microsoft Makes Big Moves In the Contact Center SpaceThe enterprise tech giant declared "customer service is broken" in a report, offered a 30-day free trial of its CCaaS platform, and announced native AI agents for it.Stay up to date with the latest in CX space by subscribing to our newsletter.Thanks 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.

In this engaging discussion, Rhys Fisher, Deputy Editor of CX Today, chats with Thor Mitskog, President of Cyber Acoustics, to explore the evolving role of acoustic technology in modern contact centers. Thor reveals the thought process behind their latest headset launches – the HS-1500BT2 and AC-404ENC – and how these innovations are set to address common pain points in the sector.Thor dives deep into their design enhancements and the problems these devices solve.Key takeaways:HS-1500BT2: Features larger ear cups for comfort, cooling organic leatherette ear coverings, AI-driven noise cancellation, and dual wireless/USB functionality for versatilityAC-404ENC: A travel-ready headset with ergonomic design, dual USB-A/USB-C connectivity, and advanced inline controls for streamlined work setupsPandemic Lessons: How changing work environments – from noisy home offices to acoustically challenging workplaces – have shaped Cyber Acoustics' approach to innovationThe Future of AI in Contact Centers: Real-time agent feedback tools and dialect-neutralizing hardware that promise to redefine industry standards

CX Today's Rhys Fisher hosts Felix Winstone, Co-Founder & CEO at Talkative.The pair discuss Talkative's GenAI Chatbot and the wider role of AI in the contact center space. In doing so, they cover:Strategic AI implementation and understandingExpanded AI use cases beyond chatbotsHow GenAI can improve CX while delivering ROI

Join Rhys Fisher, Deputy Editor at CX Today, as he chats with Chris Bardon, Chief Software Architect at ComputerTalk.Together, they delve into the transformative role of AI in customer experience and explore the latest features of Computer Talk’s ICE 15 platform.The discussion reveals how AI is pushing the boundaries of real-time agent assistance and seamless contact management. Here are some of the key takeaways:Real-Time AI in Action: How ICE 15’s agent assist tools use GenAI for live call analsis, helping agents access critical information instantlySimplified Interfaces for Better Experiences: The importance of a unified platform that consolidates voice, chat, email, and social channels into one seamless interfaceAI and Human Synergy: Why AI supplements human creativity rather than replacing it, from automating routine tasks to empowering new agentsROI and Measurement: Strategies for assessing the tangible value of AI-powered platforms like ICE, from reduced agent workloads to enhanced customer insights

CX Today's Charlie Mitchell hosts a conversation reflecting on some of NVIDIA's big agentic AI innovations from January 2025.These AI Agent innovations include:A new set of Blueprints to help build enterprise AI Agents. A specific blueprint for AI Agents that can analyze video. The “Llama Nemotron” suite of “Open” Large Language ModelsJoining CX Today for that conversation are: Erik Pounds, Senior Director of Enterprise AI Software at NVIDIA Zeus Kerravala, Principal Analyst at ZK Research To learn more about how agentic AI will help transform the CX space, subscribe to the CX Today newsletter: https://www.cxtoday.com/account/

CX Today's Charlie Mitchell runs through several takeaways from a recent industry study, entitled: "RingCentral Trends 2025: The State of AI in Business Communications".For the conversation, he's joined by:John Finch, Global Vice President Product Marketing, CX at RingCentralEsther Yoon, Vice President of Product and Industry Marketing at RingCentralBoth guests share excellent insight into key findings from the report. In doing so, they discuss:The AI optimism gap between senior leaders and their teamsHow companies are proving the ROI of AIThe key to putting data to work and powering new use casesTo watch the webinar that goes deeper on AI In business communications, click here.

Watch on YouTube.In the first episode of our Salesforce news show, CX Today's Charlie Mitchell hosts two expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:Agentforce 2.0 Announcement: The announcement comes just three months after the platform launched. What makes it different from what came before?Atlas Reasoning: The Atlas reasoning engine is new to Agentforce 2.0. It promises to turn "tasks into trusted outcomes". Why is this so significant?Agentforce in Slack Becomes Available: After first acquiring Slack, Salesforce aimed to deliver a "digital HQ" for work. Will the rise AI Agents in Slack enable this?The Microsoft Beef Continues: At the launch of Agentforce 2.0, Benioff challenged rivals to put their AI Agents on their websites. Why does he keep poking at industry rivals?The two expert analysts taking on each topic are:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirStay up to date with the latest in CX space by subscribing to our newsletter, visit our sign up page.Thanks 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.

CX Today's Charlie Mitchell introduces five AI use cases for customer experience, with a specific focus on contact centers.To help run through all of them, he's joined by: Chris Crosby, Founder & CEO of Ventures CX Chandler Galt, Senior Product Marketing Manager of the Zoom Contact Center. Both guests share their perspectives on the following use cases, one as a contact center leader and another as a tech specialist. Customer Intent Modelling GenAI-Powered Virtual AgentsReal-Time Agent Assistance Auto-QAFeedback AnalysisTo learn more about the Zoom Contact Center, visit Zoom.

CX Today's Kieran Devlin speaks to Blair Ferguson, Chief of Staff at ComputerTalk.In this session, we discuss the following:An introduction to ComputerTalk as a market leader and brandA deep dive into ComputerTalk's products and go-to-market and implementation strategiesHow ComputerTalk addresses technology problem solving and innovation

CX Today's Charlie Mitchell hosts Dom McDonald, CEO of ULAP.They introduce ULAP Voice and how the solution ensures compliance in enterprise communications, with a non-AI led strategy. In doing so, they discuss:What makes ULAP Voice unique?Why does ULAP takes a non-AI-led approach?Examples of how regulators might influence the adoption of solutions like ULAP VoiceChallenges and priorities that lead customers to choose solutions like ULAP VoiceWhat innovations or features is ULAP prioritizing to meet its customers’ evolving needs?