CX Today

How Unified Experience Management® Drives Real Business Results with Josie Gaeckle, SVP at SMG  Every CX leader is under pressure to deliver more than just great customer feedback—they need to show real, bottom-line impact. In this episode of CX Today, host Rob Scott sits down with Josie Gaeckle, Senior Vice President of Client Insights at SMG, to break down how Unified Experience Management is turning data into revenue, retention, and ROI.  How does improving customer experience actually impact revenue? Josie reveals why many organizations struggle to show ROI: siloed data, lack of analytical maturity, and disjointed ownership of customer, employee, and brand experiences. But it doesn’t have to stay that way.  SMG’s approach to Unified Experience Management—bringing together customer, employee, and brand feedback into a single data ecosystem—helps organizations connect the dots between action and outcomes.  Discover why experience metrics aren’t enough without linking them to business metrics. Learn how predictive analytics and AI are reshaping the ROI conversation. Hear a real-world case study from Sally Beauty that ties associate behavior to average spend. Explore how cross-functional alignment with finance and operations is the secret to scaling success. Josie also offers a future-focused look at how prescriptive AI and real-time journey analytics are redefining what’s possible for CX leaders in 2026 and beyond.  NEXT STEPS: Want to see how SMG’s Ignite® platform helps brands drive measurable experience improvements? Visit smg.com to learn more. Looking for more thought leadership on CX strategy? Subscribe to CX Today and don’t miss our upcoming interviews with industry leaders shaping the future of experience.

In this discussion, host Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, for a no-nonsense deep-dive into one of the most overlooked security debates in modern customer experience: hardware vs. software noise cancellation. As enterprises race toward the cloud, Thor breaks down the hidden compliance traps, IT headaches, and cybersecurity risks that come with that shift – and why hardware might just be the unsung hero of secure communication. If you’ve ever wondered how something as simple as a headset could protect sensitive data in finance, healthcare, or contact centers, this conversation is a must-watch. When it comes to noise cancellation, the question isn’t just “how good does  it sound?” –it’s “how safe is it?” Join Rhys Fisher and Thor Mitskog as they unpack the real-world security implications of cloud-based software tools and why leading enterprises are turning back to hardware-driven solutions for peace of mind and performance. Key discussion points: 🔴 Cloud security pitfalls: How moving audio processing to the cloud opens doors to compliance and data breach risks. 🔴 Hardware simplicity: Why plug-and-play devices slash IT setup time, cut costs, and sidestep configuration nightmares. 🔴 Industry sensitivity: How financial services, healthcare, and contact centers are leading the charge in hardware adoption for regulatory reasons. 🔴 Future trends: Why Thor predicts consolidation in cloud noise-cancellation software – and a new wave of intelligent hardware innovation. Explore Cyber Acoustics’ latest hardware solutions for secure communication. Subscribe to CX Today for more deep dives on tech, security, and CX innovation. Share your thoughts below — is your organization still trusting the cloud for critical voice data?

John Mitchem, Co-founder and CTO of Operata, dives into the evolution of customer experience observability from his Melbourne roots. He discusses how Operata's Maestro tool now traces customer journeys across over 50 platforms, highlighting the need for visibility in AI and human interactions. With the CX Copilot leveraging AWS Bedrock and OpenAI, John emphasizes natural language queries for actionable insights. Tune in to hear why he believes observability is crucial for successful AI integration in contact centers.

👉 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. Explore how Diabolocom Mobile can enhance your team’s performance. 💬 Join the conversation in the comments — How mobile is your contact center strategy?Visit diabolocom.com to find out how Diabolocom Mobile can enhance your team’s performance.

The cloud contact-center market is crowded, and CX leaders are struggling to spot real differentiation. In this interview, Sprinklr’s VP of Product Management explains how a platform-led approach is redefining customer experience by uniting contact center, conversational AI, voice of the customer, and social CX into one unified system. With global enterprises like BT, Deutsche Telekom, and EE already seeing results, the discussion explores how hybrid human-AI teams, composable experience design, and data-driven automation are shaping the contact center of 2026 — and how a unified CX platform can future-proof operations and drive measurable business value. In this CX Today interview, Rob Scott sits down with Shrenik Jain, VP of Product Management for CCaaS at Sprinklr, to explore what’s next for contact centers and how Sprinklr is taking a platform-first approach to transform customer experience.Jain explains why Sprinklr didn’t follow the legacy voice-first route, how unification enables smarter AI, and what the shift from assistant AI to agentic AI means for tomorrow’s CX workforce. If you're rethinking your contact center strategy for 2026, this one’s worth a watch.📌 KEY DISCUSION POINTS:The real reason CCaaS is saturated: Why traditional cloud migration is no longer enough, and what customers now expect.Connected intelligence over channel sprawl: How Sprinklr integrates social, voice, messaging, and AI into a single platform.The rise of agentic AI: What moving from reactive assistants to autonomous agents means for skills, roles, and workforce planning.Actionable insights, not just dashboards: How AI is shifting from descriptive to prescriptive, and even autonomous decision-making.✅ NEXT STEPS:To explore Sprinklr’s unified CXM platform and how it enables smarter, scalable, AI-powered customer engagement, visit sprinklr.comFor more thought leadership and insights, head to cxtoday.com

Curious if you can spot AI among humans? Dive into the latest in conversational AI with PolyAI as they showcase technology that mimics real human interaction. Discover how these advanced voice agents can enhance customer service while maintaining trust through realistic dialogue. Explore the role of AI in handling repetitive tasks and reshaping customer support. Plus, get insights into safety measures for AI chatbots. Can you tell the difference? Tune in to find out!

In this engaging conversation, Miguel Marcos, VP of Operations at Enghouse, challenges the myth that cloud is the only route for CX modernization. He highlights the importance of flexibility and the risks of vendor lock-in in a cloud-only approach. Miguel advocates for a 'contact center without compromise,' discussing how businesses can choose between cloud, hybrid, and on-premise solutions. He also shares insights on Enghouse's AI roadmap, emphasizing how AI can seamlessly enhance any deployment model. The discussion underscores the need for freedom of choice in CX transformation.

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.

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.

William Rubio, Chief Revenue Officer at CallTower and a leading authority on UCaaS and CCaaS, dives into the exciting convergence of these two technologies. He discusses how this integration is vital for enhancing both customer and employee experiences in a post-pandemic world. William sheds light on what IT leaders must consider when evaluating converged platforms, tackles common misconceptions about UC and contact center merging, and emphasizes the growing role of AI and automation in boosting communication efficiency. A must-listen for tech enthusiasts!