CX Today

Is your AI implementation struggling to deliver real value? The culprit could be dirty data. In this episode of CX Today, we explore the critical role of data quality in AI-driven customer experience strategies. Director of Presales at TechSee, Brion Johnson, shares insights on how poor data hygiene undermines AI’s ability to generate accurate predictions, automate customer interactions, and drive meaningful outcomes. Learn how businesses can clean up their data pipelines and implement best practices to ensure AI systems function at peak efficiency.

Discover the actionable steps to turn data chaos into AI success. Don’t let dirty data sabotage your investments - watch now!

CX Today's Charlie Mitchell hosts Richard Bassett, VP of CX & Automation at NiCE.

The two discuss the evolution of contact center technology, considering data management, AI, and tech convergence. 

From there, they consider:

🤔 What Comes Next? 🤔

Bassett discusses how contact centers will become more predictive, proactive, and AI-led by evolving their data strategies. 

⏩ How Can Contact Centers Stay Ahead of the Innovation Curve? ⏩

Innovation is outpacing adoptions. Yet, Bassett highlights how contact centers can keep up.

🟢 Where Can Contact Centers Go to Learn More? 🟢

NiCE Interactions International is the go-to event to learn more. To register, visit: https://www.nice.com/websites/interactions-international

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

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🔥 How AI and automation are transforming quality assurance and redefining CX performance measurement. 

In this episode, host Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, to explore how automation and AI are revolutionizing the world of contact center quality assurance (QA). 

Together, they unpack what it truly means to evaluate every customer interaction — and why this shift is reshaping how organizations understand, improve, and personalize the customer experience. 

Imagine if every call, chat, and customer interaction in your contact center could be automatically analyzed — not just a tiny sample, but everything. 

That’s the future of QA that Fedarb  discusses in this engaging conversation about the real-world impact of automation and AI in CX. 

Key takeaways from this episode: 
🔴 From sample to scale: Learn how AI-driven evaluation eliminates the limitations of manual scorecarding, giving teams full visibility across every interaction. 
🔴 Bias-free insights: Discover how automation removes unconscious bias from QA, delivering more consistent and trustworthy results. 
🔴 Real-time feedback loops: See how supervisors can identify issues in the morning, coach by lunchtime, and see measurable improvements by the afternoon. 
🔴 Smarter, faster innovation: Hear how organizations are expanding beyond basic metrics — using AI to uncover hidden trends, flag critical moments, and even recommend next best actions. 

Want to elevate your QA strategy? 

Explore how Enghouse Interactive's automation tools can help you evaluate every customer interaction. 

Subscribe to CX Today for more conversations on AI, CX, and digital transformation. 

Share your biggest QA challenge in the comments — could automation be the answer?

How Unified Experience Management® Drives Real Business Results with Josie Gaeckle, SVP at SMG  

Every CX leader is under pressure to deliver more than just great customer feedback—they need to show real, bottom-line impact. In this episode of CX Today, host Rob Scott sits down with Josie Gaeckle, Senior Vice President of Client Insights at SMG, to break down how Unified Experience Management is turning data into revenue, retention, and ROI.  

How does improving customer experience actually impact revenue? Josie reveals why many organizations struggle to show ROI: siloed data, lack of analytical maturity, and disjointed ownership of customer, employee, and brand experiences. But it doesn’t have to stay that way.  

SMG’s approach to Unified Experience Management—bringing together customer, employee, and brand feedback into a single data ecosystem—helps organizations connect the dots between action and outcomes.  

Discover why experience metrics aren’t enough without linking them to business metrics. Learn how predictive analytics and AI are reshaping the ROI conversation. Hear a real-world case study from Sally Beauty that ties associate behavior to average spend. Explore how cross-functional alignment with finance and operations is the secret to scaling success. Josie also offers a future-focused look at how prescriptive AI and real-time journey analytics are redefining what’s possible for CX leaders in 2026 and beyond.  

NEXT STEPS: Want to see how SMG’s Ignite® platform helps brands drive measurable experience improvements? Visit smg.com to learn more. 

Looking for more thought leadership on CX strategy? Subscribe to CX Today and don’t miss our upcoming interviews with industry leaders shaping the future of experience.

In this discussion, host Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, for a no-nonsense deep-dive into one of the most overlooked security debates in modern customer experience: hardware vs. software noise cancellation. 

As enterprises race toward the cloud, Thor breaks down the hidden compliance traps, IT headaches, and cybersecurity risks that come with that shift – and why hardware might just be the unsung hero of secure communication. 

If you’ve ever wondered how something as simple as a headset could protect sensitive data in finance, healthcare, or contact centers, this conversation is a must-watch. 

When it comes to noise cancellation, the question isn’t just “how good does  it sound?” –it’s “how safe is it?” 

Join Rhys Fisher and Thor Mitskog as they unpack the real-world security implications of cloud-based software tools and why leading enterprises are turning back to hardware-driven solutions for peace of mind and performance. 

Key discussion points: 
🔴 Cloud security pitfalls: How moving audio processing to the cloud opens doors to compliance and data breach risks. 
🔴 Hardware simplicity: Why plug-and-play devices slash IT setup time, cut costs, and sidestep configuration nightmares. 
🔴 Industry sensitivity: How financial services, healthcare, and contact centers are leading the charge in hardware adoption for regulatory reasons. 
🔴 Future trends: Why Thor predicts consolidation in cloud noise-cancellation software – and a new wave of intelligent hardware innovation. 

Explore Cyber Acoustics’ latest hardware solutions for secure communication. 

Subscribe to CX Today for more deep dives on tech, security, and CX innovation. 

Share your thoughts below — is your organization still trusting the cloud for critical voice data?

As someone who has felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Operata’s most ambitious step yet. It expands CX Observability from a primarily Amazon Connect footprint to 50+ CCaaS, Voice AI, AI customer service, CPaaS, and CRM platforms. It introduces a unified Customer Journey Trace, a smarter CX Copilot that uses AWS Bedrock and OpenAI GPT-5.0 for natural language analysis, and an open approach for developers that includes an Insights Library and the first MCP server for CX Observability.

John Mitchem, Co-Founder & CEO at Operata: “We launched Operata to solve observability in voice and contact centres. You can’t fix what you can’t see, especially now that AI agents and human agents share the same customer journey.”

👉 Discover how mobile-first strategies, powered by AI, are reshaping sales and service for modern contact centers. 

🔥 In this discussion, host Rhys Fisher sits down with #JamesScott, Senior Solutions Engineer at #Diabolocom, to unpack why #mobileCX is emerging as a game-changer for businesses worldwide. 

As organizations look beyond static desktops, James explores how mobile technology, combined with #AI, is transforming agent flexibility, accelerating response times, and boosting ROI. 

Whether you're leading a sales team or managing #customerexperience, this conversation will show you why the #contactcenter, of 2025 can’t afford to stay tied to a desk. 

Mobility isn’t just convenient — it’s strategic. James Scott dives into how Diabolocom Mobile is empowering agents and sales teams to deliver faster, smarter, and more personalized experiences from anywhere. 

Key Takeaways: 

🔴 Freedom from the desktop: Learn how mobile #CX extends the flexibility of #cloud -based contact centers, enabling agents to take calls and close deals on the go. 

🔴 AI that works for you: Discover how Diabolocom AI automates transcription, call summaries, and next steps — so your team focuses on selling, not note-taking. 

🔴 Real-world impact: Hear how a sales team boosted their response speed by 15% and saw boosted #ROIgrowth within days of implementing Diabolocom Mobile. 

🔴 Built-in compliance & security: See why Diabolocom’s telecom roots give companies confidence in data security, regulatory compliance, and full control over their CX tech stack. 

Subscribe to CX Today for more deep dives on customer experience innovation. 

Explore how Diabolocom Mobile can enhance your team’s performance. 

💬 Join the conversation in the comments — How mobile is your contact center strategy?

Visit diabolocom.com to find out how Diabolocom Mobile can enhance your team’s performance.

The cloud contact-center market is crowded, and CX leaders are struggling to spot real differentiation. In this interview, Sprinklr’s VP of Product Management explains how a platform-led approach is redefining customer experience by uniting contact center, conversational AI, voice of the customer, and social CX into one unified system.

With global enterprises like BT, Deutsche Telekom, and EE already seeing results, the discussion explores how hybrid human-AI teams, composable experience design, and data-driven automation are shaping the contact center of 2026 — and how a unified CX platform can future-proof operations and drive measurable business value.

In this CX Today interview, Rob Scott sits down with Shrenik Jain, VP of Product Management for CCaaS at Sprinklr, to explore what’s next for contact centers and how Sprinklr is taking a platform-first approach to transform customer experience.

Jain explains why Sprinklr didn’t follow the legacy voice-first route, how unification enables smarter AI, and what the shift from assistant AI to agentic AI means for tomorrow’s CX workforce. If you're rethinking your contact center strategy for 2026, this one’s worth a watch.

📌 KEY DISCUSION POINTS:

• The real reason CCaaS is saturated: Why traditional cloud migration is no longer enough, and what customers now expect.
• Connected intelligence over channel sprawl: How Sprinklr integrates social, voice, messaging, and AI into a single platform.
• The rise of agentic AI: What moving from reactive assistants to autonomous agents means for skills, roles, and workforce planning.
• Actionable insights, not just dashboards: How AI is shifting from descriptive to prescriptive, and even autonomous decision-making.

✅ NEXT STEPS:

• To explore Sprinklr’s unified CXM platform and how it enables smarter, scalable, AI-powered customer engagement, visit sprinklr.com
• For more thought leadership and insights, head to cxtoday.com

Ever wondered if you’re speaking to a real person or an AI-powered voice agent? 

In this exclusive interview, CX Today sits down with PolyAI to explore the cutting-edge technology behind conversational AI that sounds incredibly human.

PolyAI’s advanced voice assistants are revolutionizing customer interactions, delivering seamless, natural conversations that rival real human agents. But can you tell the difference? Watch as we put their AI to the test!

🔹 How does PolyAI create human-like voice agents?
🔹 Can businesses trust AI to handle customer service?
🔹 The future of AI-driven customer experience

Join us as we dive into the world of AI voice technology and discover how PolyAI is shaping the future of customer interactions.

Rhys Fisher sits down with Miguel Marcos, VP of Operations at Enghouse, to unpack one of the most pressing debates in customer experience: Is cloud the only path to modernization? 

Together, they dive into why flexibility, not rigid vendor mandates, is the real key to innovation in the contact center world. 

Main Description 

Cloud-first strategies may dominate the headlines, but are they really the best fit for every business? 

In this candid conversation, Miguel Marcos reveals why organizations need freedom of choice when it comes to CX transformation – and how Enghouse empowers IT and CX leaders to modernize on their own terms. 

Here’s what you’ll learn in this discussion: 

How the evolution of cloud technology has reshaped CX, and why compliance and control still matter. 

The risks of vendor lock-in and the hidden challenges of cloud-only adoption. 

What “a contact center without compromise” means in practice – spanning on-premise, hybrid, and cloud deployments. 

The role of AI in Enghouse’s modernization roadmap, and how it delivers value across every deployment model. 

Whether you’re exploring SaaS, hybrid, or on-premises solutions, this interview shows why modernization doesn’t have to mean compromise. 

Next Steps: 

• Watch the full interview for actionable insights on CX modernization. 
• Subscribe to CX Today for more expert discussions with leading voices in the industry. 
• Learn more about Enghouse’s flexible CX solutions by visiting their website.