CX Today

In this CX Today exclusive, Giuseppe Careri, Chief Technology Officer at XCALLY sits down with Deputy Editor Rhys Fisher, to explore the real-world impact of AI in customer service and experience. Careri, shares how the company blends automation with a human touch to maximize the potential of AI in the customer experience sector. 

With 14+ years of hands-on development experience at XCALLY, Giuseppe offers a deep dive into the practical applications of AI – from voice bots and sentiment analysis to agent assist tools. If you’re curious about how AI can streamline CX operations without losing that critical human element, this conversation is a must-watch. 

AI is everywhere in CX – but is it actually making things better? 

In this conversation, Careri shares how his team is striking the balance between smart automation and meaningful human interaction. 

CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET.

The duo explores changing contact center metrics, AI, and orchestration, discussing:

🤔 Is It Time to Rethink Deflection & Containment? 🤔
Clare explains why these metrics, while useful, aren’t a strategy, and how contact centers may wish to shift their thinking. 

🤝 When Should Humans Take the Lead? 🤝
From contacts that are critical for retention to those with upsell potential, Clare highlights where humans should take the lead in the contact center of the future. 

🙃 How Will the Support Role Change? 🙃
As humans answer more complex and deliberate contacts, Clare underscores how contact centers can prepare agents for the future. 

🛠️ The Future of Agent Tooling 🛠️
Clare shares how agent assist and other AI-driven tools are evolving from knowledge suggestions into coaching systems, helping new hires perform like seasoned experts.

Deep dive on journey orchestration, conversational AI, and agent assist tooling by visiting: ujet.cx

CX Today's Charlie Mitchell hosts a panel customer experience analysts to discuss the latest headlines shaking up the space.

This month’s lineup includes:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wettemann, CEO & Principal Analyst at Valoir 
Shelly Kramer, resident & CEO at Kramer & Company
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Derek Top, Senior Analyst at Opus Research

During the discussion, the panel dives into three major CX stories:

💡 ServiceNow Unveils "AI Experience" 💡
ServiceNow has launched a unified AI platform designed to bring together data, workflows, and automation across the enterprise. The analysts unpack what this means for platformization, adoption, and the move toward truly role-aware, embedded AI in the flow of work.

🧠 Oracle’s New Role-Based AI Agents 🧠
Oracle rolls out AI agents for service, sales, and marketing within its Fusion suite, at no extra cost for customers. The panel explores what this means for the rise of specialized, task-focused agents and the future of multi-agent collaboration.

🎤 Qualtrics Acquires PG Forsta for $6.75 Billion 🎤
Qualtrics doubles down on the Voice of the Customer (VoC) market with a blockbuster acquisition, combining three of Gartner’s top five leaders (as PG Forsta recently snapped up InMoment). Our analysts discuss how this reshapes the VOC landscape.

For more CX technology news, visit: 👉 https://www.cxtoday.com

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #servicenow #oracle #qualtrics

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

CX Today's Charlie Mitchell hosts a deep-dive discussion into the Gartner Magic Quadrant for CCaaS 2025.

Joining him for this conversation are two respected industry analysts:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research

Together, the analysts unpack the biggest takeaways from this year’s Magic Quadrant and what they mean for enterprise buyers:

🤔 How Should Buyers Really Use the Magic Quadrant? 🤔
Kerravala and Miller highlight the strengths and pitfalls of using the quadrant as a buying guide, and why context and organizational needs matter more than dot placements.

👀 What Does the Lack of Visionaries Mean? 👀
This year’s quadrant features no visionaries, which both analysts argue misses the mark. They explore why vendors like Zoom and Cisco arguably deserved different placements

😦 Which Placements Were Most Surprising? 😦
Miller and Kerravala discuss the vendors they believe the Magic Quadrant matrix somewhat misrepresents and which other vendors they'd like to see come into the study.

🚀 How Can the Gartner Magic Quadrants Improve? 🚀
A lot of effort goes into Gartner Magic Quadrant reports, but the format has its flaws. The analysts share what they'd like to change.

For more insights into the contact center and broader customer experience space, subscribe to the CX Today newsletter: https://www.cxtoday.com/account/

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

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 LinkedIn page.

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

CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company, to deep dive on the Webex Contact Center.

Cisco's cloud contact center platform recently featured as one of only two "Customers' Choice" CCaaS solutions in a recent Gartner Peer Insights study into the space.

But, what differentiates it? Mitchell and Kramer unpack five of its most differentiative features, including:

Its Agent Experience Suite

From the fundamentals of auto-summaries to the uniqueness of its Burnout Detection software, Cisco's agent experience suite is not only deep, but innovative, too. 

MCP and Ecosystem Integrations

Alongside embracing MCP, Cisco is rapidly building out its industry integrations, including headline collaborations with Microsoft, Salesforce, and Epic. 

ThousandEyes

Much of CCaaS is becoming commoditized. Yet, Cisco's broader suite allows it to embed differentiated features into is CCaaS solution. Thousand Eyes is an excellent example. 

Proactive Messaging

Most CCaaS vendors offer proactive messaging. However, Cisco's CPaaS heritage allows it to go further and help its customers expand their outbound strategies. 

CCaaS-UCaaS-CPaaS

Beyond CCaaS-CPaaS, Cisco brings UCaaS into the fold. In doing so, it enables swarming, a tool that is especially powerful in dispersed contact center environments.

Dive deeper into the Cisco Webex Contact Center here: https://www.cisco.com/c/en/us/product...


For more CX technology news, visit: https://www.cxtoday.com

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
• Its Big Wins and Enterprise Success Drivers
• Content Guru's Vision for the Future

Watch on YouTube.

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.

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 and LinkedIn pages.

CX Today's Charlie Mitchell introduces the latest trending news from across the customer experience space.

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

In this edition, those 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 

During the conversation, they share insight into the three following news stories:

Salesforce Launches Agentforce 3

Less than a year after unveiling "Agentforce 1", Salesforce has introduced Agentforce 3. The analysts consider what's new and the permutations of launching several platform iterations in such short succession.

NiCE & Genesys Release New AI Studios

In June, NiCE unveiled CXone Mpower Agents, and Genesys debuted its Cloud AI Studio, allowing its customers to build autonomous AI agents. Our analysts give their take on these platforms and what differentiates them from similar industry announcements.

Forrester Reveals That Customer Experiences in the US Have Hit a Record Low (Again!)

Customer experiences have again hit record lows in North America. Mitchell & Co. consider why, discuss those dreaded customer service doom loops, and talk about the failures of modern CX metrics.

In this edition of the Big CX Update, Floyd March sits down with Rishi Rana, CEO of ‪Cyara.

Rishi shares his journey in the industry, how Cyara approaches the market, what typical implementation looks like, its approach to innovation, and what the future of CX looks like.

Cyara is on a mission to redefine the future of CX with its holistic view of the space.

CX Today’s Charlie Mitchell sits down with Simon Broadbent, SVP UKI & SAIL at NiCE, to preview one of the contact center industry’s biggest vendor events: NiCE Interactions International 2025. 

Together, they explore the biggest challenges facing contact centers today and how NiCE plans to help solve them through strategy, innovation, and real-world customer stories. 

In doing so, they discuss: 

• What challenges are contact centers facing today? 
• How NiCE is tackling these issues at Interactions International 2025 
• What else is there to enjoy?