CX Today

Enghouse VP of Sales, Paul Stanczak, reveals practical strategies to navigate customer experience challenges and maximize ROI in a fast-changing landscape. 

In the latest edition of The Big CX Update, Rhys Fisher sits down with Paul Stanczak, VP of Sales at Enghouse, to explore the challenges and opportunities facing customer experience leaders in today’s dynamic market. 

From AI-driven automation to practical tech investments, Stanczak shares actionable insights on how organizations can deliver consistent, high-quality experiences while avoiding costly mistakes. 

In this insightful discussion, Stanczak dives into the realities of running CX programs in a market defined by rapid change and soaring customer expectations. 

Learn how to focus on what really matters and make technology investments that deliver measurable results. 

Key takeaways include: 

Avoiding the FOMO Trap: How CX leaders can prioritize core customer interactions and resist chasing every market trend. 

Smart Tech Investments: Practical strategies for self-service, omnichannel access, and behind-the-scenes automation that improve ROI and customer satisfaction. 

Choosing the Right Partner: Why partnering with experienced vendors like Enghouse can provide confidence, stability, and guidance through evolving CX challenges. 

In a rapidly evolving CX landscape, Sabio is making bold moves to prove that measurable customer experience gains are possible in an AI-driven world.

In this episode of The Big CX Update, host Rhys Fisher, Deputy Editor at CX Today, speaks with Ioan MacRae, Chief Revenue Officer at Sabio, about how the company is shaping the future of CX with its AI-first approach, customer-centric culture, and global expertise.

From high-stakes digital transformations to tangible ROI delivery, MacRae reveals Sabio’s strategy and vision for helping clients achieve brilliant customer experiences every time.

Key Takeaways:
🔴 Customer-Centric Culture: Why solving real client challenges is at the heart of every transformation.
🔴 Global Reach & Local Expertise: How Sabio balances international scale with regional delivery.
🔴 AI as a Game-Changer: The role of AI in agent enablement, automation, and customer insights.
🔴 Measurable Impact: Shifting the CX conversation from promises to proven ROI.

AI isn’t here to replace contact center agents — it’s here to help them thrive. In this exclusive CX Today interview, Deputy Editor Rhys Fisher speaks with Mackenzie Ellis, Solutions Specialist at ComputerTalk, about how artificial intelligence is transforming the agent experience.

Far from the outdated “robots versus humans” debate, Ellis shares real-world examples of AI as a co-pilot: handling repetitive tasks, authenticating callers, and prepping desktops with the right context — all so agents can focus on what they do best: human connection.

Key Takeaways:
🔴 From fear to partnership: AI as a trusted teammate, offering triage, routine support, and round-the-clock coverage
🔴 Real-world workflows: Smarter desktops, real-time coaching, and contextual guidance
🔴 Smarter training: Personalized onboarding, AI-powered simulations, and adaptive coaching
🔴 Future of agent experience: Tailored dashboards, learning pathways, and AI that flexes to each agent’s strengths

CX Today's Charlie Mitchell introduces a rundown of everything Content Guru, a prominent global contact center provider.

And who better to have that conversation with than Sean Taylor, CEO of Content Guru.

After some friendly intros looking back over Taylor's long tenure in the contact center space, the pair get into the weeds, discussing:

🧑‍🧑‍🧒‍🧒 Content Guru's Differentiators in the Crowded Contact Center Space 🧑‍🧑‍🧒‍🧒

The CCaaS market is crowded. Taylor underscores where Content Guru stands out, what keeps the vendor relevant, and its approach to innovation. 

🚗 Content Guru's Big Wins and Its Enterprise Success Drivers 🚗

Winning big contracts has allowed Content Guru to maintain its 20-30% year-over-year (YoY) growth. But, which brands are putting their faith in the vendor, and why? The CEO breaks it down. 

👀 Content Guru's Vision for the Future 👀

From omni-data to digital customers, Taylor unpacks the direction of customer service and how Content Guru is getting ahead of the curve. 
 
For more on Content Guru and its CCaaS platform, visit: https://contentguru.com/

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

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In this episode of CX Today, host Kieran Devlin sits down with William Rubio, Chief Revenue Officer at CallTower, and Joe Bigio, SVP of CCaaS, CX, and Conversational AI at Inoria, to explore how the strategic merger between the two companies is reshaping the CCaaS landscape. With over 50 years of combined experience, Rubio and Bigio unpack the real-world challenges organisations face when deploying CCaaS and AI — and how their combined forces are making smarter, more integrated communications solutions a global reality.

With the acquisition of CX and AI specialist Inoria, CallTower is going beyond UCaaS — offering global, end-to-end CCaaS solutions designed for real business outcomes. In this insightful conversation, William Rubio and Joe Bigio reveal how their partnership is already delivering measurable value to IT and CX leaders overwhelmed by complexity, hype, and vendor sprawl.

Watch this video to learn:

🔹 Why the Inoria acquisition fills a critical services and consulting gap in CallTower’s portfolio

🔹 Where organisations continue to struggle with multichannel CX, CRM integration, and AI deployment

🔹 How CallTower-Inoria helps decision-makers cut through the noise to make confident, strategic CCaaS choices

🔹 What the next 12 months look like for the partnership — including a truly global, unified UC+CCaaS strategy

Next Steps:
👉 Watch the full video to hear how CallTower and Inoria are guiding CX leaders toward clarity and success.
👉 Visit CallTower’s website to access their conversational AI vendor matrix and explore global deployment options.
👉 Reach out to the CallTower-Inoria team to discuss your organisation’s CCaaS and CX strategy.

Many businesses have poured millions into AI, only to walk away with broken promises and frustration. That’s why this conversation with Miratech’s Erik Delorey is a must-watch for every CX leader. If your AI strategy isn’t outcome-driven, it may already be heading for disaster.

In this exclusive CX Today interview, Erik shares sharp insights and battle-tested advice on avoiding the biggest AI pitfalls in customer experience.

Key Takeaways

• Why bad data = bad outcomes (and how to fix it)
• The broken buying process behind AI tech regret
• Why legacy coding mindsets clash with the LLM era
• How to redefine “done” in AI projects
• Building safe-to-fail innovation zones for AI

Find out more about Miratech’s services: https://miratechgroup.com/

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The future of CX belongs to those who master AI. Are you ready to course-correct your strategy before it’s too late?

CX Today’s Charlie Mitchell welcomes Janet Vito, SVP of Marketing at Cyara.

The pair explore Pulse 360, Cyara’s CX Assurance engine that proactively monitors, tests, and optimizes customer service journeys across voice, digital, and AI channels.

In doing so, they consider:

🔍 What Is Pulse 360, and What Problems Does It Solve? 🔍
Vito explains how Pulse 360 delivers end-to-end visibility, proactively detecting friction points before they impact customers, and ensuring a frustration-free experience across every touchpoint.

✨ What Makes Pulse 360 Unique? ✨
Vito highlights three differentiators that set Pulse 360 apart: monitoring across every channel from voice to AI, in-country testing in over 120 countries that replicates real customer journeys, and proactive alerts with actionable diagnostics.

⚡ Real-World Results ⚡
Learn how Pulse 360 has cut testing times by over 90 percent for enterprises like AT&T and ensures consistency for brands like Microsoft, Google, and Salesforce.

For more on Cyara and Pulse 360, visit: https://cyara.com/

How Graia is tackling the $75B empathy gap in customer experience.

In this interview, CX Today Deputy Editor Rhys Fisher sits down with Sahil Rekhi, CRO at Graia, to discuss how the company is reimagining customer experience by blending AI empathy with agent empowerment.

With decades of industry expertise and a bold vision, Graia aims to close the gap between automation and authentic human interaction.


Customer experience is evolving fast – but too often, technology investments fail to deliver real value.

In this interview, Graia’s CRO Sahil Rekhi breaks down why empathy-driven AI is the missing link and how Graia’s platform is setting a new standard for both customers and agents.

What you’ll learn in this interview: 

• Why most AI deployments stall at pilot stage, and how to avoid the trap. 
• How Graia’s Agentic Experience Platform blends omni-channel, opti-channel, and multimodal interactions. 
• The role of AI-powered empathy in reducing attrition, boosting CSAT, and driving revenue growth. 
• Why the future of CX isn’t about AI replacing humans, but empowering them. 

By the end, you’ll see why Graia believes empathy isn’t just a buzzword; it’s a competitive advantage that could reclaim billions in lost revenue.

Next Steps:

Watch the full interview to see Graia’s approach in action. 

Subscribe to CX Today for more exclusive insights. 

Explore Graia’s platform to discover how empathy-driven AI can transform your CX strategy.

A new era for contact center training and live support – minus the analog mess.

In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, to explore how the company’s Agent Assist headset solution is revolutionizing agent training and real-time support in contact centers.

Analog training tools in digital contact centers? Cyber Acoustics says no more. In this deep-dive interview, CEO Thor Mitskog walks Rhys Fisher through the story, tech, and impact behind Agent Assist – a next-gen headset solution designed to replace outdated systems and empower agents beyond onboarding.

Watch to find out how Agent Assist:

- Eliminates outdated QD cables with sleek, fully digital USB headsets
- Enables live, in-call coaching without transferring calls, so agents learn as they go in real-time.
- Builds long-term agent expertise by allowing them to hear how supervisors resolve issues, every time.
- Boosts audit readiness by giving clients flexible access to monitor any agent’s live calls.

Next Steps:
 
Want to see Agent Assist in action? Check out the live demo featured in this video. 

Visit the Cyber Acoustics website to learn more: https://www.cyberacoustics.com/

Drop your thoughts in the comments. How would real-time coaching change your contact center?

🎯 Why agentic AI isn't just smarter — it's a game-changer for the contact center.

The AI revolution in customer experience is moving fast — and it's leaving chatbots behind. In this compelling conversation, Rob Scott, Publisher at CX Today, sits down with Calvin Hohner, Lead Product Manager at Dialpad, to unpack agentic AI — a term you’ve probably heard, but might not fully understand. Forget static, rule-based bots. This is about AI that acts, not just responds — reducing agent burnout, boosting ROI, and transforming how businesses operate on the frontlines of customer service.

With actionable intelligence, agentic AI is now rescheduling appointments, verifying patients, completing transactions, and even writing directly to enterprise systems.

Calvin also reveals why voice is re-emerging as the UX of the future, and how agentic systems are making context-aware, omni-channel support a reality — not just a promise. Whether you're skeptical or curious, this interview provides a clear-eyed look at what’s hype and what’s real, and how CX leaders can think beyond buzzwords to deliver measurable business impact.

Highlights include:

🔍 “Don’t Call It a Bot” — What truly separates agentic AI from chatbots and generative assistants

🧩 Use Cases in Action — Real-world examples in healthcare, logistics, and customer support

🎙️ Voice-Led Interactions — Why voice is returning as a powerful interface for natural language AI

📈 ROI & Readiness — How CX leaders should think about outcomes, not just tools

🚀 NEXT STEPS:
Want to learn how agentic AI can streamline your customer journeys and deliver ROI? Visit dialpad.com