CX Today

How ComputerTalk is embedding trust, transparency, and airtight security into the customer experience.

In this CX Today interview, Deputy Editor Rhys Fisher sits down with Jennifer Sutcliffe, Vice President of Operations and Control at ComputerTalk, for an in-depth discussion on data protection and compliance in the contact center space.

Jennifer unpacks the layered approach ComputerTalk takes to security, while offering expert insights into emerging trends like AI regulation and data sovereignty. 

What does real trust look like in a digital contact center? For Jennifer Sutcliffe and the team at ComputerTalk, it’s about building compliance into the DNA of every customer interaction.

In this episode, we dig into how today’s security practices can fuel, not frustrate, the customer experience.

Key discussion points include:

- Why data protection is foundational to CX, and not just a legal checkbox.
- How ComputerTalk’s “three-pronged” approach protects data without disrupting the agent or customer journey.
- The shift toward data sovereignty and growing skepticism of public cloud models.
- Predictions on how AI will both challenge and bolster data security frameworks in the years ahead.

Next Steps:

Watch the full interview to uncover how secure CX is evolving. 

Visit computer-talk.com to explore their compliance-ready contact center platform. 

#CX #Compliance #DataProtection

Subscribe to CX Today on YouTube for more expert conversations from the frontline of customer experience.

Is AI Overhyped... or the Future of EVERYTHING? 

Join Susie Harrison from CX Today as she delves into the AI revolution with Sean Taylor, Global CEO of Content Guru. They discuss past predictions, future possibilities (all the way to 2050), and the real impact of AI on Customer Experience.

In this thought-provoking conversation, you'll discover:

🕰️ Did We Get It Right? A look back at AI expectations from 25 years ago – were we even close?
🚀 What Will CX Look Like in 2050? A glimpse into the distant future with a leading futurist
💡 The AI You Need to Know NOW: Practical, near-term AI developments that CX leaders can't afford to ignore.
🤝 Content Guru's 20-Year Journey: How a company built on future-forward thinking is shaping the AI landscape.
🤯 The "AI Alcohol" Experience: You must hear about this unique and thought-provoking concept from Brain 2050
Prepare to have your perceptions of AI challenged and your understanding of its potential expanded

Register your interest in Brain 2050 today! 👉 https://www.contentguru.com/en-gb/about-us/events/brain-2050-register-your-interest

From omnichannel excellence to AI-driven automation, XCally’s Sales Director Marco Pasculli breaks down the next big shifts in customer experience.  

In this episode, Rhys Fisher, Deputy Editor at CX Today, is joined by Marco Pasculli, Sales Director at XCally. 

The pair dived into the hottest trends in the contact center, including reshaping CX, AI automation, and the CRM-CCaaS convergence. 

Marco shares exclusive insights into how businesses can future-proof their customer interactions.  

The contact center landscape is evolving fast, and businesses must keep up or risk falling behind. In this exclusive interview, Marco unpacks the key trends driving change and how companies can leverage new technologies to create seamless customer experiences. 

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by four prominent CX analysts to dissect each story. 

In this edition, our CX experts include:

Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Shelly Kramer, President & CEO at Kramer & Company
Finbarr Begley, Senior Research Analyst at Cavell 

CX Today’s Charlie Mitchell hosts a deep-dive discussion into how AI is reshaping contact center procurement, and how businesses can boost their customer service investments.

Joining him for this conversation are two leading experts:

Wayne Butterfield, Partner for AI, Automation & Contact Center Transformation at ISG
Christoph Börner, VP of Engineering at Cyara

Together, they unpack how AI is transforming not only customer service, but also how contact centers buy, test, and trust technologies.

💡 Why Is IT Taking Over Contact Center Procurement? 💡

Butterfield and Börner explore why less than one in five AI buying decisions are now made by the contact center, and how the complexity of modern AI tools has shifted decision-making power toward IT.

🤖 The Expanding AI Use Case Landscape 🤖

From agent assist to AI-driven training and hybrid customer journeys, both experts share real-world examples of how AI is changing the agent role, and creating both opportunities and challenges.

😬 Why Do Customers Still Distrust AI? 😬

Despite the innovation, customer sentiment toward AI-driven service remains negative. The panel discusses why, pointing to poorly tested conversational journeys, missing micro-intents, and trust gaps between humans and machines.

🔒 Building Trust & AI Assurance 🔒

Börner highlights why trust is the "new currency" in AI engagement, and how rigorous testing and quality assurance can help avoid bias, inaccuracy, and reputational damage.

For more on testing AI and CX Assurance, visit: https://cyara.com/

Thanks for listening. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our LinkedIn page.

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

Transcript

Stuart Dorman breaks down how agentic AI can supercharge CX without losing the human touch. 

In this CX Today interview, Deputy Editor Rhys Fisher sits down with Stuart Dorman, Chief Innovation Officer at Sabio, to explore the game-changing potential of agentic AI in customer service. 

As organizations face mounting pressure to modernize and streamline operations, this conversation dives deep into how businesses can harness AI while still delivering empathy, consistency, and quality at scale. 

Whether you're AI-curious or already deploying solutions, this discussion is packed with real-world insights you won’t want to miss. 

Agentic AI is more than a buzzword – it's a mindset shift in how we serve customers. Stuart Dorman unpacks Sabio’s approach to blending AI and human-led service, offering a clear-eyed view on what works, what to watch out for, and how to get started. 

As someone who has spent hours waiting in contact center queues, I’m excited to see how Cisco is rewriting the CX playbook with agentic AI. At Enterprise Connect 2025, Senior Editor Charlie sits down with Vinod from Cisco to dive into how Webex is embedding AI into the very fabric of customer experience.

Vinod explains that agentic AI isn’t a bolt-on feature but part of a holistic strategy, starting with infrastructure and observability, then moving up through mission-critical applications. The highlight? The launch of Webex AI Agent, capable of bidirectional, human-like conversations that connect to back-end systems, trigger workflows, and resolve actions such as appointment reschedules or refunds—all without human intervention.

Cisco also showcases the AI Assistant, designed to reduce average handling time, improve first contact resolution, and give agents suggested responses so they can focus on what matters most: the customer. And with CPaaS and CCaaS integration, proactive AI agents can turn one-way messages into intelligent conversations.

As someone who’s 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, expanding 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 powered by AWS Bedrock and OpenAI GPT-5.0, and an open developer approach with 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.”

Why This Matters: Observability Is the New Control Plane for AI-Era CX

Modern contact centres are multi-platform and AI-augmented. Voice bots hand over to humans. Carriers, IVRs, CCaaS, CRMs, and LLMs all sit in the flow. Without end-to-end visibility, leaders are left guessing where quality drops or handoff failures occur. Customers feel it first; NPS follows.

Mitchem again: “Start with your observability platform. Put the tools in place to judge whether new services reduce friction or create it. This has been true in IT for years and should be no different for your customers.”

The Maestro Release: Three Pillars

1) Global Platform for CX Observability
Maestro supports 50+ platforms across CCaaS, AI Customer Service, Voice AI, CPaaS, and CRM, including Amazon Connect, Genesys Cloud, NICE CXone, Zoom, Talkdesk, 8x8, Twilio, Salesforce, and Zendesk.
A new “Verified” designation flags ready-to-use data collection and integrations, with a one-to-three-day path to verify new platforms.
Why it matters: Most enterprises are hybrid and multi-vendor. Maestro gives IT and Operations one consistent view across providers.

2) One Picture Across CX Services
Customer Journey Trace delivers a single, visual flame-graph timeline spanning telephony, IVR, CCaaS, AI, and human agents, with span-level metrics and context in one place.
The new CX Copilot lets users ask natural-language questions, see visual results, and trigger next-best actions using Operata data.
“Leaders need the whole story, not just the symptoms. Journey Trace exposes transfer delays and AI-to-human mis-handoffs — the places where trust quietly erodes.” — John Mitchem

3) Open Standards for Developers, AI, and Data Teams
Maestro aligns open data collection to industry standards for interoperability and scale.
Insights Library: 50+ real-time CX insights, from low MOS to CX Risk ratings.
Operata MCP Server: the first Model Context Protocol server for CX Observability, enabling LLMs and agentic AI to query insights securely and with context.
Why it matters: As Voice AI and agentic workflows scale, context is everything. Structured, queryable CX context helps AI return relevant answers and actions.

Built for IT & Ops — Now for Data, AI, and CX Leaders
Observability has lived in IT. Maestro broadens the impact. Operations can spot issues before they hit NPS. CX leaders can see real experience impact across journeys. Developers and data teams can integrate Operata’s signals into their own systems.
“There’s no one-size-fits-all AI. Model diversity matters, but context matters more. Operata provides journey context so your AI can answer what went wrong and how to fix it.” — John Mitchem

The Bottom Line
In a world where AI and humans share the same journey, visibility is power. The future belongs to teams that see clearly, act quickly, and learn continuously. Are you one of them?

Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM of Webex Customer Experience Solutions at Cisco, to dig deeper.

During the conversation, Patel shared practical examples of how the technology is changing the roles of key contact center stakeholders, including:

🎧 Contact Center Agents 🎧

From gathering customer context upfront to completing post-contact follow ups, Patel discussed how AI is changing the end-to-end service journey.

👩‍💼 Contact Center Supervisors 👩‍💼

Real-time agent management, coaching, reporting... there are lots of AI use cases touching the supervisor role. Patel shares his favorite examples.

💼 Contact Center Managers 💼

From data analysis to intraday management, contact center managers may also access an array of new tools. Patel touches on some of these possibilities, too.

👑 Customers 👑

The customer is the most critical stakeholder. Beyond virtual agents, Patel discusses how service experiences may change for them, too.

The Cisco Webex Contact Center supports all the applications Patel spotlighted. To find out more, visit: https://www.webex.com/

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

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

CX Today's Head of Content Susie Harrison hosts Cognigy's VP Marketing, Alan Ranger. 

With Cognigy’s recent launch of their Agent Ops platform, we dive into how AI and human agents are collaborating to boost efficiency, enhance customer interactions, and tackle high-value tasks - while leaving repetitive work behind.

We also discuss tackling workforce concerns about AI, the skills needed for this new era, and how Agent Ops is redefining workforce management with real-time monitoring, compliance, and scalability - handling 10,000 messages in a minute during a crisis!