Predictive, generative, agentic... there are many forms of AI creeping into customer service. 

However, before boiling the ocean, contact centers should consider the quick wins that they can build upon.

That's the advice Jill Blankenship, CEO of Frontline Group, shared in an interview with CX Today's Charlie Mitchell. 

Live from the NiCE Interactions International, Blankedship also discusses: 

🤩 The Most Exciting AI & Automation Technologies Touching Contact Centers 🤩

Blankenship discusses some of the AI solutions her team has implemented and other innovations that have peaked her interest.

⏭️ What's Next on the Frontline Group's Roadmap? ⏭️

Building on its initial implementations, find out where the Frontline Group wants to innovate next.  

💥 More from Interactions 2025💥

Capture some of the lessons that Blankenship will be taking back to her business from the staple contact center event.  

Discover more about the latest contact center solutions. Visit: https://www.nice.com/

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #frontlinegroup #NiCEi25 #contactcenters

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. For more Customer Experience tech news, visit: https://www.cxtoday.com

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 Börner

Join 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 testing

Whether you’re a CX leader, tech strategist, or simply curious about the future of experience assurance, this episode delivers bold insights and practical takeaways.

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.

In this discussion, host Rhys Fisher sits down with Will Penn, Senior Sales Engineer at Puzzel, to unpack one of the most talked-about trends in customer experience: AI co-pilots. 

While many organizations jump into AI hoping for instant transformation, the reality is more complex. Will shares insights into why so many pilots fizzle out, how to lay the right data foundations, and why empathy – not just efficiency – will define the future of CX. 

If you’re looking to get real ROI from AI, this conversation is a must-watch. 

Main Description 

The CX industry is buzzing with AI promise, but most organizations aren’t unlocking its true potential. 

In this insightful interview, Puzzel’s Will Penn breaks down the real reasons AI pilots fail and how leaders can reverse the trend with deliberate strategy. 

Why AI projects fail fast: Fragmented data, poor foundations, and lack of precision lead to early abandonment. 

The power of precision: How starting with low-friction, high-impact automations (like note taking) drives adoption. 

Empathy + efficiency: Why the future isn’t bots vs. humans but a hybrid model that blends AI speed with human understanding. 

Real-world success: How Puzzel’s Live Summary tool helped Help Insurance boost compliance, quality, and customer experience. 

Next Steps 

Audit your data foundations before launching new AI tools. 

Start small: automate the tasks no one likes doing first. 

Explore Puzzel’s Co-Pilot and Live Summary to boost agent performance. 

Subscribe to CX Today for more expert conversations and practical insights.

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 systems
Key considerations for IT leaders evaluating converged platforms
Common misconceptions about merging UC and contact center environments

The 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 CX

Join 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!

Join CX Today's Floyd as he sits down with Martin Taylor, Co-founder and Deputy CEO of Content Guru, to explore why Customer Data Platforms (CDPs) are becoming essential for modern contact centers.

With contact center agents juggling an average of 13.8 systems and customers expecting seamless omnichannel experiences, traditional CRMs are showing their limitations. Discover how CDPs are revolutionizing customer experience by unifying data across all touchpoints while keeping it secure in existing systems.

🎯 KEY TAKEAWAYS:

Why CDPs succeed where CRMs fall short
Real-world CDP implementations (UK Census, DVLA, NHS)
How AI and unified data improve agent satisfaction by 40%
Steps to transition from CRM to CDP

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 Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Shelly Kramer, President & CEO at Kramer & Company
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Finbarr 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/account

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #genesys #nice #five9

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For more Customer Experience tech news, visit: https://www.cxtoday.com