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 2050
Prepare to have your perceptions of AI challenged and your understanding of its potential expanded

Register 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 Partnership

The CRM leader has allowed joint customers to access Google Gemini within Salesforce’s Agentforce platform. The analysts explore why this is so significant. 

Agentforce 2dx

The 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 Space

Salesforce 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 Research

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

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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 Connect

The 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 Measure

Following Zendesk's acquisition of Local Measure, it introduced a CCaaS solution for the midmarket and above.

Genesys Delays Its Bid to Become an IPO

The 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.

CX Today's Head of Content Susie Harrison hosts Cognigy's VP Marketing, Alan Ranger. 

With Cognigy’s recent launch of their Agent Ops platform, we dive into how AI and human agents are collaborating to boost efficiency, enhance customer interactions, and tackle high-value tasks - while leaving repetitive work behind.

We also discuss tackling workforce concerns about AI, the skills needed for this new era, and how Agent Ops is redefining workforce management with real-time monitoring, compliance, and scalability - handling 10,000 messages in a minute during a crisis!

AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact.

Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM at Cisco Webex CX, to dig deeper.

During the conversation, Patel shared practical examples of how the technology is changing the roles of key contact center stakeholders, including:

• Contact Center Agents - From gathering customer context upfront to completing post-contact follow ups, Patel discussed how AI is changing the end-to-end service journey.
• Contact Center Supervisors - Real-time agent management, coaching, reporting... there are lots of AI use cases touching the supervisor role. Patel shares his favorite examples.
• Contact Center Managers - From data analysis to intraday management, contact center managers may also access an array of new tools. Patel touches on some of these possibilities, too.
• Customers - The customer is the most critical stakeholder. Beyond virtual agents, Patel discusses how service experiences may change for them, too.

 CX Today's Head of Content Susie Harrison hosts Matthew Ainsworth, Chief Revenue Officer at Miratech, for a deep dive into his professional background, life at Miratech, and what's next for contact centers and CX.

Matthew shares insights into Miratech’s evolution in CX solutions, their innovative approach to cloud-based managed services, and how they’re helping enterprises navigate the complexities of AI, cloud migration, and next-generation contact centers. From his passion for constant learning in a fast-evolving tech landscape to the unique, relentless culture at Miratech, Matthew offers a behind-the-scenes look at what drives the company forward. 

Watch on YouTube.

In this episode of our Salesforce Update Show, CX Today's Charlie Mitchell hosts three expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:

Salesforce Lays Off 1,000 Employees

The CRM leader has reportedly laid off 1,000 employees amid hiring more staff to sell Agentforce. Does this suggest Salesforce is reorientating its whole business? The analysts share their takes.

1,000+ Confirmed Agentforce Deals

Salesforce recently announced that it has already won over 1,000 Agentforce deals. Here, the analysts share some of the experiences of the platform's early customers.

Salesforce & Co. Release an AI Energy Score

Built with Hugging Face, Cohere, and Carnegie Mellon University, Salesforce launched a new AI Energy Score benchmarking tool. But, how does it work, and why does it matter?

The analysts tell all. The three expert analysts taking on each topic are:

• Liz Miller, VP & Principal Analyst at Constellation Research
• Rebecca Wetteman, CEO & Principal Analyst at Valoir
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

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.