CX Today

How ComputerTalk is embedding trust, transparency, and airtight security into the customer experience. In this CX Today interview, Deputy Editor Rhys Fisher sits down with Jennifer Sutcliffe, Vice President of Operations and Control at ComputerTalk, for an in-depth discussion on data protection and compliance in the contact center space. Jennifer unpacks the layered approach ComputerTalk takes to security, while offering expert insights into emerging trends like AI regulation and data sovereignty.  What does real trust look like in a digital contact center? For Jennifer Sutcliffe and the team at ComputerTalk, it’s about building compliance into the DNA of every customer interaction. In this episode, we dig into how today’s security practices can fuel, not frustrate, the customer experience. Key discussion points include: - Why data protection is foundational to CX, and not just a legal checkbox. - How ComputerTalk’s “three-pronged” approach protects data without disrupting the agent or customer journey. - The shift toward data sovereignty and growing skepticism of public cloud models. - Predictions on how AI will both challenge and bolster data security frameworks in the years ahead. Next Steps: Watch the full interview to uncover how secure CX is evolving. Visit computer-talk.com to explore their compliance-ready contact center platform. #CX #Compliance #DataProtectionSubscribe to CX Today on YouTube for more expert conversations from the frontline of customer experience.

🎯 Why agentic AI isn't just smarter — it's a game-changer for the contact center.The AI revolution in customer experience is moving fast — and it's leaving chatbots behind. In this compelling conversation, Rob Scott, Publisher at CX Today, sits down with Calvin Hohner, Lead Product Manager at Dialpad, to unpack agentic AI — a term you’ve probably heard, but might not fully understand. Forget static, rule-based bots. This is about AI that acts, not just responds — reducing agent burnout, boosting ROI, and transforming how businesses operate on the frontlines of customer service.With actionable intelligence, agentic AI is now rescheduling appointments, verifying patients, completing transactions, and even writing directly to enterprise systems.Calvin also reveals why voice is re-emerging as the UX of the future, and how agentic systems are making context-aware, omni-channel support a reality — not just a promise. Whether you're skeptical or curious, this interview provides a clear-eyed look at what’s hype and what’s real, and how CX leaders can think beyond buzzwords to deliver measurable business impact.Highlights include:🔍 “Don’t Call It a Bot” — What truly separates agentic AI from chatbots and generative assistants🧩 Use Cases in Action — Real-world examples in healthcare, logistics, and customer support🎙️ Voice-Led Interactions — Why voice is returning as a powerful interface for natural language AI📈 ROI & Readiness — How CX leaders should think about outcomes, not just tools🚀 NEXT STEPS:Want to learn how agentic AI can streamline your customer journeys and deliver ROI? Visit dialpad.com

Sean Taylor, the Global CEO of Content Guru, shares insights on navigating the AI revolution and the Brain 2050 initiative. He reflects on whether past AI predictions were accurate and speculates on what customer experience will look like in 2050. Taylor highlights near-term AI developments crucial for CX leaders, including omni-channel strategies and data insights. He debunks common misconceptions and introduces the intriguing concept of 'AI alcohol' at Brain 2050, demonstrating the creative potential of AI in enhancing experiences.

From omnichannel excellence to AI-driven automation, XCally’s Sales Director Marco Pasculli breaks down the next big shifts in customer experience.  In this episode, Rhys Fisher, Deputy Editor at CX Today, is joined by Marco Pasculli, Sales Director at XCally. The pair dived into the hottest trends in the contact center, including reshaping CX, AI automation, and the CRM-CCaaS convergence. Marco shares exclusive insights into how businesses can future-proof their customer interactions.  The contact center landscape is evolving fast, and businesses must keep up or risk falling behind. In this exclusive interview, Marco unpacks the key trends driving change and how companies can leverage new technologies to create seamless customer experiences. 

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by four prominent CX analysts to dissect each story. In this edition, our CX experts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirShelly Kramer, President & CEO at Kramer & CompanyFinbarr Begley, Senior Research Analyst at Cavell 

CX Today’s Charlie Mitchell hosts a deep-dive discussion into how AI is reshaping contact center procurement, and how businesses can boost their customer service investments.Joining him for this conversation are two leading experts:Wayne Butterfield, Partner for AI, Automation & Contact Center Transformation at ISGChristoph Börner, VP of Engineering at CyaraTogether, they unpack how AI is transforming not only customer service, but also how contact centers buy, test, and trust technologies.💡 Why Is IT Taking Over Contact Center Procurement? 💡Butterfield and Börner explore why less than one in five AI buying decisions are now made by the contact center, and how the complexity of modern AI tools has shifted decision-making power toward IT.🤖 The Expanding AI Use Case Landscape 🤖From agent assist to AI-driven training and hybrid customer journeys, both experts share real-world examples of how AI is changing the agent role, and creating both opportunities and challenges.😬 Why Do Customers Still Distrust AI? 😬Despite the innovation, customer sentiment toward AI-driven service remains negative. The panel discusses why, pointing to poorly tested conversational journeys, missing micro-intents, and trust gaps between humans and machines.🔒 Building Trust & AI Assurance 🔒Börner highlights why trust is the "new currency" in AI engagement, and how rigorous testing and quality assurance can help avoid bias, inaccuracy, and reputational damage.For more on testing AI and CX Assurance, visit: https://cyara.com/Thanks for listening. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our LinkedIn page.For more Customer Experience tech news, visit: https://www.cxtoday.comTranscript

As someone who has spent hours waiting in contact center queues, I’m excited to see how Cisco is rewriting the CX playbook with agentic AI. At Enterprise Connect 2025, Senior Editor Charlie sits down with Vinod from Cisco to dive into how Webex is embedding AI into the very fabric of customer experience.Vinod explains that agentic AI isn’t a bolt-on feature but part of a holistic strategy, starting with infrastructure and observability, then moving up through mission-critical applications. The highlight? The launch of Webex AI Agent, capable of bidirectional, human-like conversations that connect to back-end systems, trigger workflows, and resolve actions such as appointment reschedules or refunds—all without human intervention.Cisco also showcases the AI Assistant, designed to reduce average handling time, improve first contact resolution, and give agents suggested responses so they can focus on what matters most: the customer. And with CPaaS and CCaaS integration, proactive AI agents can turn one-way messages into intelligent conversations.

Stuart Dorman breaks down how agentic AI can supercharge CX without losing the human touch. In this CX Today interview, Deputy Editor Rhys Fisher sits down with Stuart Dorman, Chief Innovation Officer at Sabio, to explore the game-changing potential of agentic AI in customer service. As organizations face mounting pressure to modernize and streamline operations, this conversation dives deep into how businesses can harness AI while still delivering empathy, consistency, and quality at scale. Whether you're AI-curious or already deploying solutions, this discussion is packed with real-world insights you won’t want to miss. Agentic AI is more than a buzzword – it's a mindset shift in how we serve customers. Stuart Dorman unpacks Sabio’s approach to blending AI and human-led service, offering a clear-eyed view on what works, what to watch out for, and how to get started. 

As someone who’s felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Operata’s most ambitious step yet, expanding CX Observability from a primarily Amazon Connect footprint to 50+ CCaaS, Voice AI, AI customer service, CPaaS, and CRM platforms. It introduces a unified Customer Journey Trace, a smarter CX Copilot powered by AWS Bedrock and OpenAI GPT-5.0, and an open developer approach with an Insights Library and the first MCP server for CX Observability.John Mitchem, Co-Founder & CEO at Operata: “We launched Operata to solve observability in voice and contact centres. You can’t fix what you can’t see, especially now that AI agents and human agents share the same customer journey.”Why This Matters: Observability Is the New Control Plane for AI-Era CXModern contact centres are multi-platform and AI-augmented. Voice bots hand over to humans. Carriers, IVRs, CCaaS, CRMs, and LLMs all sit in the flow. Without end-to-end visibility, leaders are left guessing where quality drops or handoff failures occur. Customers feel it first; NPS follows.Mitchem again: “Start with your observability platform. Put the tools in place to judge whether new services reduce friction or create it. This has been true in IT for years and should be no different for your customers.”The Maestro Release: Three Pillars1) Global Platform for CX Observability Maestro supports 50+ platforms across CCaaS, AI Customer Service, Voice AI, CPaaS, and CRM, including Amazon Connect, Genesys Cloud, NICE CXone, Zoom, Talkdesk, 8x8, Twilio, Salesforce, and Zendesk. A new “Verified” designation flags ready-to-use data collection and integrations, with a one-to-three-day path to verify new platforms. Why it matters: Most enterprises are hybrid and multi-vendor. Maestro gives IT and Operations one consistent view across providers.2) One Picture Across CX Services Customer Journey Trace delivers a single, visual flame-graph timeline spanning telephony, IVR, CCaaS, AI, and human agents, with span-level metrics and context in one place. The new CX Copilot lets users ask natural-language questions, see visual results, and trigger next-best actions using Operata data. “Leaders need the whole story, not just the symptoms. Journey Trace exposes transfer delays and AI-to-human mis-handoffs — the places where trust quietly erodes.” — John Mitchem3) Open Standards for Developers, AI, and Data Teams Maestro aligns open data collection to industry standards for interoperability and scale. Insights Library: 50+ real-time CX insights, from low MOS to CX Risk ratings. Operata MCP Server: the first Model Context Protocol server for CX Observability, enabling LLMs and agentic AI to query insights securely and with context. Why it matters: As Voice AI and agentic workflows scale, context is everything. Structured, queryable CX context helps AI return relevant answers and actions.Built for IT & Ops — Now for Data, AI, and CX Leaders Observability has lived in IT. Maestro broadens the impact. Operations can spot issues before they hit NPS. CX leaders can see real experience impact across journeys. Developers and data teams can integrate Operata’s signals into their own systems. “There’s no one-size-fits-all AI. Model diversity matters, but context matters more. Operata provides journey context so your AI can answer what went wrong and how to fix it.” — John MitchemThe Bottom Line In a world where AI and humans share the same journey, visibility is power. The future belongs to teams that see clearly, act quickly, and learn continuously. Are you one of them?

In this conversation, Jay Patel, SVP & GM of Webex Customer Experience Solutions at Cisco, delves into the transformative impact of AI on contact center roles. He highlights how AI enhances agent workflows with pre-call summaries and automation. For supervisors, real-time coaching and dashboards improve performance monitoring. Managers leverage topic analytics and sentiment analysis for better decision-making. Jay also discusses the rise of virtual agents, which offers customers proactive service experiences. This is a must-listen for anyone in customer service!