CX Today

Garry Gormley is the founder of FAB Solutions, known for his expertise in operational efficiency and customer experience. Jeff Harling leads Global Digital Customer Experience at Zoom, focusing on AI-enabled contact center transformations. They discuss rising customer satisfaction amid cost pressures and the importance of AI education for leaders. Garry advises targeting key drivers to enhance experience, while Jeff highlights smart knowledge management as a backbone for AI benefits. Their insights into scaling automation without losing the human touch are particularly engaging.

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. 

Jill Blankenship, CEO of the Frontline Group and a leader in contact center operations, shares insights on enhancing customer service with AI and automation. She emphasizes the importance of quick wins in tech implementation. Jill discusses exciting AI trends, including workflows that unify data and create auto-summaries, reducing agent workload. She also highlights strategies for improving quality assurance and intent-based analysis, providing a roadmap for the future of customer experience at the Frontline Group.

Inside Scorebuddy’s take on AI, data security, and tackling agent burnout in today’s evolving CX landscape. In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy. The pair dive deep into how AI is reshaping the modern contact center – from quality assurance transformations to data security challenges and the critical issue of agent burnout.  In this engaging discussion, Emmanuel breaks down the evolving contact center ecosystem and how AI is no longer just about automation but driving innovation. Highlights include: How GenAI-powered bots are transforming frontline service by automating routine tasks, freeing agents for complex problem-solving. The new role of AI in Quality Assurance, enabling evaluators to review 100% of interactions and focus on compliance and coaching opportunities. The critical importance of data security in cloud-first contact centers, with Scorebuddy’s approach to IT certifications, transparency, and safeguarding customer data in AI deployments. Insights into agent burnout causes, including context switching and efficiency pressures, and how AI assist tools – if used wisely – can ease the load without disengaging agents. Emmanuel also shares how Scorebuddy champions AI as a tool for empowerment and innovation across organizations, encouraging teams to explore AI’s potential beyond mere automation. Next Steps Visit Scorebuddy’s website to explore their AI-powered quality assurance solutions: https://www.scorebuddyqa.com/Follow CX Today for more interviews with industry leaders shaping the future of CX. Subscribe and share this video with your CX and contact center peers to spark a conversation on balancing AI innovation and human engagement.

CX Today's Charlie Mitchell hosts Elizabeth Tobey, VP of Marketing at NiCE. After some friendly intros, the conversation quickly pivots to previewing the major themes that NiCE will explore at Interactions Day Two and Three. From there, the conversation offers:👀 A Peek Behind the Scenes of NiCE's Big Announcements 👀Tobey teases some major news that will come later at the event, including AI innovations and exciting partnership announcements.🔗 A Recap of the New Partnerships with AWS, ServiceNow, & Snowflake 🔗NiCE isn't only talking about CRM, UC, and WEM integrations; it's thinking about where the contact center fits in the broader enterprise. Its recent announcements speak to this drive. 😉 A Tease Ahead of NiCE Interactions International 2025 😉The Las Vegas Interactions event isn't the only event NiCE is putting on this summer. Tobey tells us what comes next. Eager to find out more about NiCE's CCaaS portfolio? Visit: https://www.nice.com/Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #nice #snowflake #aws

Cyara Unveils Game-Changing Platform: A Deep Dive with Christoph BörnerJoin Floyd March in this insightful conversation with Christoph Börner, as they unpack the launch of Cyara’s new platform designed to transform CX testing and monitoring.From AI-powered innovations to real-time feedback loops, they explore how this latest evolution aims to boost customer satisfaction and reduce risk for enterprises.What to Expect:- The strategic vision behind Cyara’s new platform- Key features that elevate CX assurance- Real-world applications and ROI potential- Industry trends shaping automated testingWhether you’re a CX leader, tech strategist, or simply curious about the future of experience assurance, this episode delivers bold insights and practical takeaways.

Will Penn, Senior Sales Engineer at Puzzel, brings a wealth of knowledge about AI co-pilots in customer experience. He reveals why 95% of AI pilots fail, highlighting issues like poor data foundations and fragmented systems. Will emphasizes the importance of starting with simple automations to build adoption. He advocates for a hybrid approach where machines enhance human empathy instead of replacing them. Real success stories, like Help Insurance using Puzzel’s Live Summary, showcase the potential of well-implemented AI strategies.

Join Susie Harrison, Head of Content at CX Today, as she sits down with William Rubio, Chief Revenue Officer at CallTower, to explore the powerful convergence of UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service). In this interview, we dive into how this convergence is reshaping enterprise communications strategies, enhancing customer and employee experiences, and enabling scalable, integrated ecosystems for digital transformation.William shares expert insights on:The role of UCaaS/CCaaS in building agile communication systemsKey considerations for IT leaders evaluating converged platformsCommon misconceptions about merging UC and contact center environmentsThe future of AI and automation in amplifying the value of converged UCaaS/CCaaS stacks

In this conversation, we explore the acquisition of Emodo by OneMagnify and dive into the major strategic shifts that follow. How will Emodo’s AI-driven advertising solutions evolve under OneMagnify’s umbrella? What does this mean for AI-powered marketing, personalization, and audience targeting moving forward?Expect insights on: ✔️ How acquisitions shape the ad-tech landscape✔️ The role of AI in transforming precision advertising✔️ Emodo’s vision post-acquisition and what’s next for AI-driven CXJoin us as we break down the future of AI-powered marketing and the impact of OneMagnify’s acquisition on Emodo’s growth strategy! 

OneMagnify is making waves in the digital transformation space, strategically acquiring companies to expand its capabilities and deliver cutting-edge solutions. In this video, OneMagnify explains its approach to mergers and acquisitions, exploring how it’s shaping the future of AI-powered marketing and analytics.Key Discussion Points:Strategic Growth: How OneMagnify’s acquisitions enhance its digital commerce and AI-driven analytics.Industry Impact: What these moves mean for businesses looking to leverage data-driven solutions.Future Vision: How OneMagnify is positioning itself as a leader in AI-powered marketing and customer insights.Join the conversation and let us know your thoughts in the comments!