CX Today

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 run through each story. This month, those analysts include:Zeus Kerravala, Principal Analyst at ZK ResearchLiz Miller, VP & Principal Analyst at Constellation ResearchShelly Kramer, President & CEO at Kramer & CompanyJustin Robbins, Founder & Principal Analyst at Metric SherpaTim Banting, Head of Research & Business Intelligence at TechtelligenceDuring the discussion, they touch upon the following news stories:🤝 Thomas Bravo to Acquire Verint & Merge It with Calabrio 🤝Verint is set to be acquired by Thoma Bravo in a deal that values the tech provider at $2BN, including debt. Once the deal goes through, Verint will merge with Calabrio. This could have significant industry consequences. Our analysts share their hot takes.   🕊️ Salesforce to Snap Up Bluebirds, Waii, & Regrello 🕊️Salesforce, which recently made three acquisitions in three weeks. These include:Bluebirds -  A presales prospecting platform provider.Waii - A  natural language-to-SQL platform provider.Regrello - An AI-powered collaboration system for supply chain and operations.But what's with all the spending, and which acquisition stands out? Our analysts share their thoughts. 🧑 A Proposed New Bill Aims to Mandate Human Customer Service 🧑A proposed new bipartisan bill aims to require contact center agents to immediately disclose their location and/or whether they’re AI. It's called the "Keep Call Centers in America Act of 2025". Our analysts break it down.

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.

CX Today’s Charlie Mitchell welcomes Janet Vito, SVP of Marketing at Cyara.The pair explore Pulse 360, Cyara’s CX Assurance engine that proactively monitors, tests, and optimizes customer service journeys across voice, digital, and AI channels.In doing so, they consider:🔍 What Is Pulse 360, and What Problems Does It Solve? 🔍Vito explains how Pulse 360 delivers end-to-end visibility, proactively detecting friction points before they impact customers, and ensuring a frustration-free experience across every touchpoint.✨ What Makes Pulse 360 Unique? ✨Vito highlights three differentiators that set Pulse 360 apart: monitoring across every channel from voice to AI, in-country testing in over 120 countries that replicates real customer journeys, and proactive alerts with actionable diagnostics.⚡ Real-World Results ⚡Learn how Pulse 360 has cut testing times by over 90 percent for enterprises like AT&T and ensures consistency for brands like Microsoft, Google, and Salesforce.For more on Cyara and Pulse 360, visit: https://cyara.com/

Wajih Kazmi, Senior Product Marketing Manager at RingCentral, shares insights on the company's AI Maturity Assessment designed for contact centers. He explains how this free, 10-minute tool helps businesses evaluate their readiness for AI integration. Kazmi breaks down the five key dimensions of the assessment: interaction channels, data utilization, agent capabilities, resolution effectiveness, and strategic innovation. Participants receive a personalized dashboard, tailored recommendations, and an eBook filled with research insights.

Many businesses have poured millions into AI, only to walk away with broken promises and frustration. That’s why this conversation with Miratech’s Erik Delorey is a must-watch for every CX leader. If your AI strategy isn’t outcome-driven, it may already be heading for disaster.In this exclusive CX Today interview, Erik shares sharp insights and battle-tested advice on avoiding the biggest AI pitfalls in customer experience.Key TakeawaysWhy bad data = bad outcomes (and how to fix it)The broken buying process behind AI tech regretWhy legacy coding mindsets clash with the LLM eraHow to redefine “done” in AI projectsBuilding safe-to-fail innovation zones for AIFind out more about Miratech’s services: https://miratechgroup.com/Subscribe for more CX insights: https://cxtoday.com/sign-up/Join our CX community: https://www.linkedin.com/groups/1951190/The future of CX belongs to those who master AI. Are you ready to course-correct your strategy before it’s too late?

In a rapidly evolving CX landscape, Sabio is making bold moves to prove that measurable customer experience gains are possible in an AI-driven world.In this episode of The Big CX Update, host Rhys Fisher, Deputy Editor at CX Today, speaks with Ioan MacRae, Chief Revenue Officer at Sabio, about how the company is shaping the future of CX with its AI-first approach, customer-centric culture, and global expertise.From high-stakes digital transformations to tangible ROI delivery, MacRae reveals Sabio’s strategy and vision for helping clients achieve brilliant customer experiences every time.Key Takeaways:🔴 Customer-Centric Culture: Why solving real client challenges is at the heart of every transformation.🔴 Global Reach & Local Expertise: How Sabio balances international scale with regional delivery.🔴 AI as a Game-Changer: The role of AI in agent enablement, automation, and customer insights.🔴 Measurable Impact: Shifting the CX conversation from promises to proven ROI.

Mackenzie Ellis, a Solutions Specialist at ComputerTalk, dives into the transformative role of AI in contact centers. She reveals how AI acts as a supportive co-pilot for agents, managing repetitive tasks and enhancing workflows. From real-time coaching to personalized onboarding, AI is reshaping agent experiences. Ellis discusses the importance of trust and transparency among agents, showcasing how AI reduces burnout and boosts efficiency. Together, they explore the future, where tailored dashboards and adaptive coaching elevate the human connection.

In this episode of CX Today, host Kieran Devlin sits down with William Rubio, Chief Revenue Officer at CallTower, and Joe Bigio, SVP of CCaaS, CX, and Conversational AI at Inoria, to explore how the strategic merger between the two companies is reshaping the CCaaS landscape. With over 50 years of combined experience, Rubio and Bigio unpack the real-world challenges organisations face when deploying CCaaS and AI — and how their combined forces are making smarter, more integrated communications solutions a global reality.With the acquisition of CX and AI specialist Inoria, CallTower is going beyond UCaaS — offering global, end-to-end CCaaS solutions designed for real business outcomes. In this insightful conversation, William Rubio and Joe Bigio reveal how their partnership is already delivering measurable value to IT and CX leaders overwhelmed by complexity, hype, and vendor sprawl.Watch this video to learn:🔹 Why the Inoria acquisition fills a critical services and consulting gap in CallTower’s portfolio🔹 Where organisations continue to struggle with multichannel CX, CRM integration, and AI deployment🔹 How CallTower-Inoria helps decision-makers cut through the noise to make confident, strategic CCaaS choices🔹 What the next 12 months look like for the partnership — including a truly global, unified UC+CCaaS strategyNext Steps:👉 Watch the full video to hear how CallTower and Inoria are guiding CX leaders toward clarity and success.👉 Visit CallTower’s website to access their conversational AI vendor matrix and explore global deployment options.👉 Reach out to the CallTower-Inoria team to discuss your organisation’s CCaaS and CX strategy.

How Graia is tackling the $75B empathy gap in customer experience. In this interview, CX Today Deputy Editor Rhys Fisher sits down with Sahil Rekhi, CRO at Graia, to discuss how the company is reimagining customer experience by blending AI empathy with agent empowerment. With decades of industry expertise and a bold vision, Graia aims to close the gap between automation and authentic human interaction. Customer experience is evolving fast – but too often, technology investments fail to deliver real value. In this interview, Graia’s CRO Sahil Rekhi breaks down why empathy-driven AI is the missing link and how Graia’s platform is setting a new standard for both customers and agents. What you’ll learn in this interview: Why most AI deployments stall at pilot stage, and how to avoid the trap. How Graia’s Agentic Experience Platform blends omni-channel, opti-channel, and multimodal interactions. The role of AI-powered empathy in reducing attrition, boosting CSAT, and driving revenue growth. Why the future of CX isn’t about AI replacing humans, but empowering them. By the end, you’ll see why Graia believes empathy isn’t just a buzzword; it’s a competitive advantage that could reclaim billions in lost revenue. Next Steps: Watch the full interview to see Graia’s approach in action. Subscribe to CX Today for more exclusive insights. Explore Graia’s platform to discover how empathy-driven AI can transform your CX strategy.

A new era for contact center training and live support – minus the analog mess. In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, to explore how the company’s Agent Assist headset solution is revolutionizing agent training and real-time support in contact centers. Analog training tools in digital contact centers? Cyber Acoustics says no more. In this deep-dive interview, CEO Thor Mitskog walks Rhys Fisher through the story, tech, and impact behind Agent Assist – a next-gen headset solution designed to replace outdated systems and empower agents beyond onboarding. Watch to find out how Agent Assist: - Eliminates outdated QD cables with sleek, fully digital USB headsets - Enables live, in-call coaching without transferring calls, so agents learn as they go in real-time. - Builds long-term agent expertise by allowing them to hear how supervisors resolve issues, every time. - Boosts audit readiness by giving clients flexible access to monitor any agent’s live calls. Next Steps:  Want to see Agent Assist in action? Check out the live demo featured in this video. Visit the Cyber Acoustics website to learn more: https://www.cyberacoustics.com/Drop your thoughts in the comments. How would real-time coaching change your contact center?