CX Today

Join Rhys Fisher as he sits down with Derek Corcoran, the CEO and Founder of Scorebuddy, a leading vendor in the quality assessment space.

Derek shares his journey from the telecommunications industry to creating Scorebuddy, discussing how AI is reshaping the customer service landscape and transforming agent performance. This conversation dives into how technology is streamlining the customer experience, offering invaluable insights for anyone interested in the future of customer service operations.

In this exclusive interview, Derek opens up about his background, what drives him, and how Scorebuddy is setting a new standard in the contact center industry. Here's what you'll learn:

• The Birth of Scorebuddy: How a need for efficient quality management in contact centers led Derek to develop a comprehensive solution.
• AI’s Role in Contact Centers: Derek discusses the growing impact of artificial intelligence, from automating evaluations to augmenting human oversight, and how Scorebuddy is leveraging this technology.
• Customer Success at the Core: With a strong focus on customer satisfaction, Derek explains how Scorebuddy's team is dedicated to ensuring each deployment succeeds and customers see real business impact.
• The Future of Innovation: Derek shares his perspective on what’s next for the industry and how Scorebuddy is staying ahead of the curve by continuously evolving with new technologies.

This interview provides a behind-the-scenes look at the intersection of AI and customer service, highlighting the practical and strategic implications for businesses navigating this exciting transformation.

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In this episode of our Salesforce Update, CX Today's Floyd March hosts two expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:

The Salesforce and Google Partnership

The CRM leader has allowed joint customers to access Google Gemini within Salesforce’s Agentforce platform. The analysts explore why this is so significant. 

Agentforce 2dx

The next evolution of the Agentforce platform launched at the beginning of March. The analysts share how 2dx is different from what came before..

Salesforce Hints at a Move Into ITSM Space

Salesforce CEO Benioff teased a move into the ITSM space two times last month. A snipe back at ServiceNow or an inevitable move? The analysts share their perspectives.

The two expert analysts taking on each topic are:

• Rebecca Wetteman, CEO & Principal Analyst at Valoir 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

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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 

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

AWS Launches the Next Generation of Amazon Connect

The Amazon Connect relaunch signals a major platform re-architecture, with AWS embedding first-party AI across its CCaaS platform.

Zendesk Debuts a New CCaaS Solution After Acquiring Local Measure

Following Zendesk's acquisition of Local Measure, it introduced a CCaaS solution for the midmarket and above.

Genesys Delays Its Bid to Become an IPO

The Information broke the story, with its sources suggesting that the company chose to do so because of increased "stock market volatility". But are there other reasons.

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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!

AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact.

Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM at Cisco Webex CX, 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.

 CX Today's Head of Content Susie Harrison hosts Matthew Ainsworth, Chief Revenue Officer at Miratech, for a deep dive into his professional background, life at Miratech, and what's next for contact centers and CX.

Matthew shares insights into Miratech’s evolution in CX solutions, their innovative approach to cloud-based managed services, and how they’re helping enterprises navigate the complexities of AI, cloud migration, and next-generation contact centers. From his passion for constant learning in a fast-evolving tech landscape to the unique, relentless culture at Miratech, Matthew offers a behind-the-scenes look at what drives the company forward. 

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In this episode of our Salesforce Update Show, CX Today's Charlie Mitchell hosts three expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:

Salesforce Lays Off 1,000 Employees

The CRM leader has reportedly laid off 1,000 employees amid hiring more staff to sell Agentforce. Does this suggest Salesforce is reorientating its whole business? The analysts share their takes.

1,000+ Confirmed Agentforce Deals

Salesforce recently announced that it has already won over 1,000 Agentforce deals. Here, the analysts share some of the experiences of the platform's early customers.

Salesforce & Co. Release an AI Energy Score

Built with Hugging Face, Cohere, and Carnegie Mellon University, Salesforce launched a new AI Energy Score benchmarking tool. But, how does it work, and why does it matter?

The analysts tell all. The three expert analysts taking on each topic are:

• Liz Miller, VP & Principal Analyst at Constellation Research
• Rebecca Wetteman, CEO & Principal Analyst at Valoir
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

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Discover how real-time translation, accent smoothing, and AI-powered agents are redefining customer service.

Join Rhys Fisher, Deputy Editor at CX Today, as he delves into the future of AI in contact centers with Davit Baghdasaryan, Co-founder & CEO of Krisp, and Wayne Butterfield, AI & Automation expert at ISG.

The trio explores the next-gen AI technologies shaping 2025, including real-time translation, groundbreaking accent smoothing innovations, and AI-powered agents. Whether you're in customer service, tech, or business strategy, this is a must-watch discussion on the evolution of AI in CX and the contact center.

How is AI transforming the contact center industry? In this insightful discussion, industry leaders reveal the AI advancements set to redefine customer interactions in 2025.

• Real-Time AI Translation: Krisp’s cutting-edge interpreter tech removes language barriers in customer service
• Accent Smoothing Technology: Enhancing global communication by making conversations clearer and more natural
• AI-Powered Agents: The rise of digital co-workers assisting human agents for faster, smarter service
• Why It Matters: From seamless multilingual interactions to AI-boosted efficiency, these innovations are set to reshape customer experience. Tune in to get ahead of the curve!

In this exclusive CX Today interview, Rhys Fisher, Deputy Editor, sits down with Thor Mitskog, CEO of Cyber Acoustics, to discuss how the company is transforming communication in call centers with cutting-edge headset technology.

As the demand for better customer support grows, Cyber Acoustics is leading the way with audio solutions that address common issues in call centers – from agent training to background noise. Their latest innovations offer real-time agent monitoring and AI-powered noise cancellation, providing businesses with tools to enhance both agent performance and customer experience.

Cyber Acoustics is redefining the headset market with innovations designed for today’s high-demand call center environments. With a focus on comfort, performance, and real-time solutions, Cyber Acoustics has developed products that tackle key challenges head-on.

In this in-depth conversation, Thor Mitskog reveals:

• Training Made Easy: Real-time agent monitoring allows managers to listen in on calls and offer guidance without interrupting the conversation.
• AI-Powered Noise Cancellation: Their latest headsets block out even the loudest distractions, enhancing call quality and agent focus.
• The Comfort Factor: Multiple iterations of headsets ensure a perfect fit for every employee, making them more likely to stay compliant and engaged.
• Future Innovations: From AI-driven improvements to video conferencing solutions, Cyber Acoustics is focused on expanding its product line to support a wider range of communication needs.

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

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

In this edition, our CX experts include:

•  Zeus Kerravala, Principal Analyst at ZK Research 
• Shelly Kramer, President & CEO at Kramer & Company 
• Nicolas de Kouchkovsky, Principal Analyst at CaCube Consulting 
• Derek Top, Senior Analyst at Opus Research 
• Finbarr Begley, Senior Research Analyst at Cavell Group 

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

Avaya to Stop Supporting CCaaS Clients with Fewer Than 200 Seats

Avaya will stop serving public cloud contact centers with fewer than 200 seats. It's also discontinuing its SIP Trunking CPaaS cloud services. The analysts discuss: how did we get here, and where should affected customers look next.

Google's New Bot That Makes Customer Service Calls for You

Google is testing an "Ask for Me" bot for its search engine, which will talk to customer service on behalf of customers. It has also filed a patent for an on-device chatbot that will take outbound calls for consumers. The analysts consider whether these innovations will beckon a future of machine-to-machine customer service.

Zoho Is the Latest Enterprise Tech Giant to Announce AI Agents

Alongside a CEO change, Zoho released AI agents while teasing low pricing as a key differentiator. The analysts mulled over the news while pinpointing other major talking points in the tech giant's agentic AI approach.

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