CX Today

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.

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.

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.

CX Today's Charlie Mitchell introduces a rundown of everything Content Guru, a prominent global contact center provider.And who better to have that conversation with than Sean Taylor, CEO of Content Guru.After some friendly intros looking back over Taylor's long tenure in the contact center space, the pair get into the weeds, discussing:🧑‍🧑‍🧒‍🧒 Content Guru's Differentiators in the Crowded Contact Center Space 🧑‍🧑‍🧒‍🧒The CCaaS market is crowded. Taylor underscores where Content Guru stands out, what keeps the vendor relevant, and its approach to innovation. 🚗 Content Guru's Big Wins and Its Enterprise Success Drivers 🚗Winning big contracts has allowed Content Guru to maintain its 20-30% year-over-year (YoY) growth. But, which brands are putting their faith in the vendor, and why? The CEO breaks it down. 👀 Content Guru's Vision for the Future 👀From omni-data to digital customers, Taylor unpacks the direction of customer service and how Content Guru is getting ahead of the curve.  For more on Content Guru and its CCaaS platform, visit: https://contentguru.com/Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contentguru #contactcenters #ccaasThanks 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

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?

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.

Calvin Hohner, Lead Product Manager at Dialpad, dives into the transformative power of agentic AI. Unlike traditional chatbots, this AI can autonomously handle tasks like patient verification and appointment rescheduling. Calvin explains why voice is becoming the preferred interface for natural interactions and how agentic systems enhance seamless support. He emphasizes the importance of focusing on real-world applications to define value and drive ROI, making a compelling case for modern customer experience strategies.

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.

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