CX Today

In this discussion, Martin Taylor, Co-founder and Deputy CEO of Content Guru, dives into the rise of Customer Data Platforms (CDPs) in contact centers. With over 30 years in the industry, Martin explains how CDPs surpass traditional CRMs by unifying customer data and enhancing agent experiences. He shares insights on real-world CDP implementations, the challenges of integrating with legacy systems, and the transformative role of AI. Plus, learn how omnichannel approaches create seamless experiences for customers while reducing agent workload.

Sharath Narayana, CEO and co-founder of Sanas, brings his engineering expertise and passion for speech AI to the forefront. He dives into how real-time speech synthesis and accent harmonization are revolutionizing customer experiences. Sharath shares the poignant story behind Sanas, aiming to eliminate bias in communication. He emphasizes the importance of empathy and trust while explaining how his company empowers agents rather than replacing them with AI. With a focus on human-centered design, Sharath envisions a future where technology enhances understanding.

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 dissect each story. In this conversation, those analysts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirShelly Kramer, President & CEO at Kramer & CompanyMichael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchFinbarr Begley, Senior Research Analyst at Cavell During the discussion, they touch upon the following four news stories:💸 Genesys Announces $1.5BN in Investment from Salesforce and ServiceNow 💸Our panellists react to Genesys's $1.5BN in funding from two CRM giants, unpacking what it means for the market and future CCaaS-CRM integrations. 🤝 NiCE Agrees $995MN Acquisition of Cognigy 🤝Cognigy is one of many conversational and agentic AI providers. So, why has NiCE broken the bank to acquire it? The analysts break it down. 🚶‍➡️Five9 CEO Departs, Alongside Three Senior Execs🚶‍➡️Five9 is in a state of flux. But, will it emerge in a better or worse position? The analysts share their take. 🕊️ Salesforce to Acquire Bluebirds 🕊️Switching attention from service to sales, the industry experts break down Salesforce's acquisition and how its customers may benefit. Stay up to date with the latest in the CX space by subscribing to our newsletter, visit: https://www.cxtoday.com/accountHosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #genesys #nice #five9Thanks 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.For more Customer Experience tech news, visit: https://www.cxtoday.com

Katie Stabler, founder of CULTIVATE, and Paul Hughes, Head of CX Sales at Mitel, discuss the pitfalls of customer journey mapping. Stabler highlights that bias and poor data can derail these efforts, urging organizations to unify around customer experiences. Hughes emphasizes the dangers of siloed technology, advocating for integration to enhance visibility. They explore how mindful AI use can build trust and assert that customer experience should be a cultural movement, not just a tactical project, for lasting success.

Tom Eggemeier and Jonathan Barouch unpack the AI-first contact center revolution—and why the real disruption is only just beginning.🎙️ Introduction:Contact centers have seen disruption before—but nothing like this. In this forward-looking conversation, Rob Scott speaks with Tom Eggemeier, CEO at Zendesk, and Jonathan Barouch, VP & GM of Zendesk for Contact Center, to explore how AI is transforming CX from the ground up. If you think the move from on-prem to cloud was big, Tom argues, "AI is 100 times bigger." This episode dives deep into why that is—and what it means for the future of customer engagement, enterprise operations, and the role of the human agent.📌 Key discussion points include:From Prem to Proactive: Why the AI shift makes the cloud migration look small—and what “AI-first” truly means for customer service.The End of Fragmentation: How Zendesk’s unified resolution platform simplifies tech stacks, integrates AI at the core, and enables smarter agent assistance.Rethinking Metrics & Models: The shift from handle time to resolution, and how AI is changing everything from pricing to KPIs.The Human Role in an AI World: Why agents aren’t going away—but will need to evolve with the complexity of customer interactions.Whether you're a CX leader, a digital transformation strategist, or simply navigating the future of contact centers, this conversation is packed with insight, honesty, and a clear call to action.✅ Next Steps:Interested in reimagining your contact center around outcomes, not just channels? Explore Zendesk’s AI-first platform and start testing today. Learn more at Zendesk.com or reach out for a consultation.

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.

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/

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.

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.