CX Today

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

In this interview, Deputy Editor Rhys Fisher sits down with Sharath Narayana, CEO and Co-Founder of Sanas, to unpack the challenges and opportunities surrounding AI voice technology.
With a background in engineering and over a decade of entrepreneurship, Sharath brings deep expertise in speech AI, offering fresh insights into how real-time speech synthesis and accent harmonization are transforming customer experiences.

This conversation is a must-listen for CX leaders navigating the hype and reality of AI in the contact center.

In this candid interview, Sharath Narayana explains how Sanas is redefining speech AI to make every agent a "super agent." From real-time noise reduction to accent harmonization and breakthrough language translation, Sanas is building a future where understanding drives empathy, trust, and better CX.

Key takeaways from this interview:

• Why Sanas is doubling down on human-first AI instead of voice bots that replace agents.
• How accent harmonization and speech enhancement reduce friction in global conversations.
• The real-world story that inspired Sanas to tackle bias in speech understanding.
• Why empathy, trust, and real-time speech synthesis are non-negotiable for next-gen CX.

CX Today's Charlie Mitchell hosts a conversation about how mapping out customer service experience and uniting the team around those maps.

To dig into the challenges and opportunities, he's joined by:

Katie Stabler, Founder of CULTIVATE Customer Experience by Design
Paul Hughes, Head of CX Sales for the UK, Ireland & South Africa at Mitel

Early in the discussion, Stabler emphasizes why journey mapping often falls short, and how bias, poor data application, and siloed thinking can derail CX efforts.

From there, the panel explores:

✍️ Where Should Businesses Start with Journey Mapping? ✍️
Stabler shares how to unify the business behind customer journey maps, not just the frontline, and why that's a critical first move.

🤝 How Culture and Technology Fit Together 🤝
Hughes highlights how siloed technology stacks can fragment customer journeys, and why stitching applications together drives visibility and efficiency.

🤖 Can AI Build Customer Trust? 🤖
Both guests stress the importance of applying AI mindfully, starting with customer and employee needs, so it strengthens trust rather than undermines it.

📖 Why CX Must Be a Movement, Not a Project 📖
Stabler explains how piecemeal, tactical CX initiatives fail to deliver ROI, and why embedding customer experience into culture is the only way forward.

For more on how to stich together the applications behind journey maps, visit: https://www.mitel.com/

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

Tom Eggemeier and Jonathan Barouch unpack the AI-first contact center revolution—and why the real disruption is only just beginning.

🎙️ Introduction:
Contact centers have seen disruption before—but nothing like this. In this forward-looking conversation, Rob Scott speaks with Tom Eggemeier, CEO at Zendesk, and Jonathan Barouch, VP & GM of Zendesk for Contact Center, to explore how AI is transforming CX from the ground up. If you think the move from on-prem to cloud was big, Tom argues, "AI is 100 times bigger." This episode dives deep into why that is—and what it means for the future of customer engagement, enterprise operations, and the role of the human agent.

📌 Key discussion points include:

From Prem to Proactive: Why the AI shift makes the cloud migration look small—and what “AI-first” truly means for customer service.

The End of Fragmentation: How Zendesk’s unified resolution platform simplifies tech stacks, integrates AI at the core, and enables smarter agent assistance.

Rethinking Metrics & Models: The shift from handle time to resolution, and how AI is changing everything from pricing to KPIs.

The Human Role in an AI World: Why agents aren’t going away—but will need to evolve with the complexity of customer interactions.

Whether you're a CX leader, a digital transformation strategist, or simply navigating the future of contact centers, this conversation is packed with insight, honesty, and a clear call to action.

✅ Next Steps:
Interested in reimagining your contact center around outcomes, not just channels? Explore Zendesk’s AI-first platform and start testing today. Learn more at Zendesk.com or reach out for a consultation.

CX Today’s Charlie Mitchell welcomes Wajih Kazmi, Senior Product Marketing Manager at RingCentral, to discuss the company's new AI Maturity Assessment.

The pair explore how the free, 10-minute assessment helps organizations understand their readiness for contact center AI and create a clear roadmap.

In doing so, they break down:

🔍 What Is the AI Maturity Assessment, and What Problems Does It Solve? 🔍

Kazmi explains how the tool removes uncertainty around AI adoption, helping businesses identify their current stage in a five-step maturity model.

✨ How Does the Assessment Work? ✨

The framework is based around those five steps Kazmi articulated:

1. Interaction channels and technologies
2. Data utilization and intelligence
3. Agent capabilities and support
4. Response and resolution effectiveness
5. Strategic approach and innovation

In the interview, he breaks each down further. 

⚡ What Do Businesses Receive? ⚡

Participants instantly gain access to:

- A personalized results dashboard with scores across all five dimensions
- A clear AI maturity stage and tailored, non-promotional recommendations
- An eBook with insights from nearly a year of research

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 run through each story. 

This month, those analysts include:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Shelly Kramer, President & CEO at Kramer & Company
Justin Robbins, Founder & Principal Analyst at Metric Sherpa
Tim Banting, Head of Research & Business Intelligence at Techtelligence

During the discussion, they touch upon the following news stories:

🤝 Thomas Bravo to Acquire Verint & Merge It with Calabrio 🤝

Verint is set to be acquired by Thoma Bravo in a deal that values the tech provider at $2BN, including debt. Once the deal goes through, Verint will merge with Calabrio. This could have significant industry consequences. Our analysts share their hot takes.   

🕊️ Salesforce to Snap Up Bluebirds, Waii, & Regrello 🕊️

Salesforce, which recently made three acquisitions in three weeks. These include:

Bluebirds -  A presales prospecting platform provider.
Waii - A  natural language-to-SQL platform provider.
Regrello - An AI-powered collaboration system for supply chain and operations.

But what's with all the spending, and which acquisition stands out? Our analysts share their thoughts. 

🧑 A Proposed New Bill Aims to Mandate Human Customer Service 🧑

A proposed new bipartisan bill aims to require contact center agents to immediately disclose their location and/or whether they’re AI. It's called the "Keep Call Centers in America Act of 2025". Our analysts break it down.