CX Today

Watch on YouTube.CX Today's Charlie Mitchell hosts Mario Matulich, President of the Customer Management Practice.Matulich discusses what to expect from the upcoming Customer Contact Week 2025 event that takes place between June 9-12, 2025.In doing so, they discuss:The challenges attendees currently face within their CX operations. How CCW addresses these challenges with its agenda. The flagship speaker sessions for the week. For more on CCW 2025, visit their website.Thanks for watching. If you’d like more content like this, don’t forget to SUBSCRIBE to our channel.You can also join the conversation on our X and LinkedIn pages.

CX Today's Charlie Mitchell hosts a conversation about the different CCaaS pricing models available to contact centers.To weigh up the pros and cons of each, he's joined by:Zeus Kerravala, Principal Analyst at ZK ResearchHeidi Elmore, Senior Product Marketing Manager for Amazon ConnectFirst, they note how contact center providers are struggling to price their offerings now as AI threatens seat counts. From there, they consider:What CCaaS pricing models are out there?Kerravala introduces several common models, including subscription-, tier-. and outcome-based pricing plans.How does AWS price Its CCaaS Solution: Amazon Connect?Elmore discusses why AWS opted for a consumption-based model, and why the cloud giant believes the option is the future for CCaaS providers.What differentiates the AWS Aapproach?Kerravala gives his take on the AWS approach before Elmore shares key differentiators in its approach to consumption-based pricing.

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 checkboxHow ComputerTalk’s “three-pronged” approach protects data without disrupting the agent or customer journeyThe shift toward data sovereignty and growing skepticism of public cloud modelsPredictions on how AI will both challenge and bolster data security frameworks in the years ahead

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, Thor walks Rhys 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 headsetsEnables live, in-call coaching without transferring calls, so agents learn as they go in real-timeBuilds long-term agent expertise by allowing them to hear how supervisors resolve issues, every timeBoosts audit readiness by giving clients flexible access to monitor any agent’s live calls

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. Key discussion points Omnichannel Integration & Fragmentation – Why many companies still struggle with true cross-channel connectivity and how XCally solves this challenge. AI & Automation – From conversational AI to predictive analytics, discover how automation is reshaping customer support. The CRM-CCaaS Convergence – How CRMs are encroaching on CCaaS territory and what that means for contact centers. Future-Proofing with Cloud & On-Premise Flexibility – The surprising resurgence of on-premise solutions and the geopolitical factors driving it. Next Steps Watch the full interview to gain actionable insights from industry expert Marco Pasculli. Explore how XCally’s solutions can optimize your contact center experience. Subscribe to CX Today for more exclusive CX and tech insights.

Is AI Overhyped... or the Future of EVERYTHING? Join Susie Harrison from CX Today as she delves into the AI revolution with Sean Taylor, Global CEO of Content Guru. They discuss past predictions, future possibilities (all the way to 2050), and the real impact of AI on Customer Experience.In this thought-provoking conversation, you'll discover:🕰️ Did We Get It Right? A look back at AI expectations from 25 years ago – were we even close?🚀 What Will CX Look Like in 2050? A glimpse into the distant future with a leading futurist💡 The AI You Need to Know NOW: Practical, near-term AI developments that CX leaders can't afford to ignore.🤝 Content Guru's 20-Year Journey: How a company built on future-forward thinking is shaping the AI landscape.🤯 The "AI Alcohol" Experience: You must hear about this unique and thought-provoking concept from Brain 2050Prepare to have your perceptions of AI challenged and your understanding of its potential expandedRegister your interest in Brain 2050 today! 👉 https://www.contentguru.com/en-gb/abo...❤️ Tap the like button if this video sparked your curiosity about AI✅ Subscribe so you don't miss more discussions on the cutting edge of CX🗣️ What's your biggest question about the future of AI? Share it in the comments below📰 Stay informed at CXtoday.com for all the latest news and trends in customer experience

In this interview, Miratech's Matthew Ainsworth dives deep into the current state of CX and the dynamic opportunities emerging in this rapidly evolving landscape.From the quick rise of CCaaS, to the challenges large enterprises face in adopting cloud technologies, Matthew reveals why CX transformation isn't as simple as just jumping on the AI bandwagon.With real-time experiences and multi-vendor solutions becoming the norm, discover what businesses need to consider to stay ahead in the game and the complex hurdles of data security and personalization that come with innovation.

Join Rhys Fisher as he sits down with Derek Corcoran, the CEO and Founder of Scorebuddy, a leading vendor in the quality assessment space.Derek shares his journey from the telecommunications industry to creating Scorebuddy, discussing how AI is reshaping the customer service landscape and transforming agent performance. This conversation dives into how technology is streamlining the customer experience, offering invaluable insights for anyone interested in the future of customer service operations.In this exclusive interview, Derek opens up about his background, what drives him, and how Scorebuddy is setting a new standard in the contact center industry. Here's what you'll learn:The Birth of Scorebuddy: How a need for efficient quality management in contact centers led Derek to develop a comprehensive solution.AI’s Role in Contact Centers: Derek discusses the growing impact of artificial intelligence, from automating evaluations to augmenting human oversight, and how Scorebuddy is leveraging this technology.Customer Success at the Core: With a strong focus on customer satisfaction, Derek explains how Scorebuddy's team is dedicated to ensuring each deployment succeeds and customers see real business impact.The Future of Innovation: Derek shares his perspective on what’s next for the industry and how Scorebuddy is staying ahead of the curve by continuously evolving with new technologies.This interview provides a behind-the-scenes look at the intersection of AI and customer service, highlighting the practical and strategic implications for businesses navigating this exciting transformation.

Watch on YouTube.In this episode of our Salesforce Update, CX Today's Floyd March hosts two expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:The Salesforce and Google PartnershipThe CRM leader has allowed joint customers to access Google Gemini within Salesforce’s Agentforce platform. The analysts explore why this is so significant. Agentforce 2dxThe next evolution of the Agentforce platform launched at the beginning of March. The analysts share how 2dx is different from what came before..Salesforce Hints at a Move Into ITSM SpaceSalesforce CEO Benioff teased a move into the ITSM space two times last month. A snipe back at ServiceNow or an inevitable move? The analysts share their perspectives.The two expert analysts taking on each topic are:Rebecca Wetteman, CEO & Principal Analyst at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchThanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.Stay up to date with the latest in CX space by subscribing to our newsletter.You can also join in the conversation on our Twitter and LinkedIn pages.

Watch on YouTube.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 Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, President & CEO at Kramer & Company Finbarr Begley, Senior Research Analyst at Cavell During the conversation, they share more insight into each of the three following news stories:AWS Launches the Next Generation of Amazon ConnectThe Amazon Connect relaunch signals a major platform re-architecture, with AWS embedding first-party AI across its CCaaS platform.Zendesk Debuts a New CCaaS Solution After Acquiring Local MeasureFollowing Zendesk's acquisition of Local Measure, it introduced a CCaaS solution for the midmarket and above.Genesys Delays Its Bid to Become an IPOThe Information broke the story, with its sources suggesting that the company chose to do so because of increased "stock market volatility". But are there other reasons.Thanks 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.