CX Today

Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy, to unpack how the world of Quality Assurance (QA) is being redefined by AI and conversational analytics. 

Together, they explore how forward-thinking organizations are transforming QA from a compliance necessity into a business intelligence engine that drives measurable CX impact. 

If you’ve ever wondered how to move beyond manual scoring and truly unlock the value hidden in your customer interactions, this conversation is a must-watch. 

Main Description: 

Customer experience is evolving fast — and QA is no longer just about checking boxes. In this exclusive chat, Scorebuddy’s Derek Corcoran reveals how AI, automation, and analytics are reshaping the way organizations understand agent performance, customer behavior, and business outcomes. 

Here’s what you’ll learn: 

🔍 From Manual to Meaningful: How moving from spreadsheets to AI-powered QA unlocks faster insights and greater consistency across teams. 

💬 Beyond the Microscope: How conversation analytics give CX leaders visibility into previously hidden trends and customer pain points. 

🤖 AI-Powered Impact: Why automated scoring and performance summaries are freeing evaluators to focus on coaching and strategic development. 

📊 CX Intelligence for the C-Suite: How BI dashboards are bridging the gap between QA teams and executive decision-making. 

Next Steps: 
 ✅ Watch the full interview to hear Derek’s roadmap for building an AI-enhanced QA strategy. 
 ✅ Explore Scorebuddy’s AI QA solutions to see how they can transform your contact center operations. 
 ✅ Subscribe to CX Today for more expert insights on the technologies shaping the future of customer experience.

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.

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

Whether you're an IT leader, business strategist, or tech enthusiast, this video offers valuable perspectives on the future of enterprise communications.

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025. 

To run through them, he's joined by:

Garry Gormley, Founder of FAB Solutions
Jeff Harling, Head of Global Digital Customer Experience at Zoom

Both share their perspectives on each of the trends, as shared below:

Priority 1 - Elevating customer satisfaction results while being stretched operationally, and reducing costs. 

Garry discusses the pressure that contact center leaders face to cut costs and shares his advice on combating that, before Jeff discusses how he's seeing Zoom Contact Center customers take on this issue and raise the customer satisfaction bar.  

Priority 2 - Gaining more of an AI education while dealing with day-to-day firefighting.

Garry stresses that every customer service leader doesn't need to be an AI expert, but they should understand where their key issues lie. They can then consider AI as a solution. Jeff gives his take, highlighting how contact centers leverage AI to overcome pressing problems.  

Priority 3 - Unlocking operational scale through intelligent automation. 

Jeff takes the reins to highlight how contact centers can scale the application of AI to avoid confining its benefits to specific teams or locations. Garry then shares more of what he's seeing out there in the field. 

Interested to learn more about the Zoom Contact Center? If so, visit: https://www.zoom.com/en/products/contact-center/

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

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, LinkedIn and Facebook pages.

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

00:00-00:42 Intros
00:42-08:57 Priority 1
08:57-18:02 Priority 2
18:02-25:54 Priority 3

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. 

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.