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News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team. Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.

  1. 11월 6일

    Breaking Free from Cloud-Only CX Myths

    Rhys Fisher sits down with Miguel Marcos, VP of Operations at Enghouse, to unpack one of the most pressing debates in customer experience: Is cloud the only path to modernization?  Together, they dive into why flexibility, not rigid vendor mandates, is the real key to innovation in the contact center world.  Main Description  Cloud-first strategies may dominate the headlines, but are they really the best fit for every business?  In this candid conversation, Miguel Marcos reveals why organizations need freedom of choice when it comes to CX transformation – and how Enghouse empowers IT and CX leaders to modernize on their own terms.  Here’s what you’ll learn in this discussion:  How the evolution of cloud technology has reshaped CX, and why compliance and control still matter.  The risks of vendor lock-in and the hidden challenges of cloud-only adoption.  What “a contact center without compromise” means in practice – spanning on-premise, hybrid, and cloud deployments.  The role of AI in Enghouse’s modernization roadmap, and how it delivers value across every deployment model.  Whether you’re exploring SaaS, hybrid, or on-premises solutions, this interview shows why modernization doesn’t have to mean compromise.  Next Steps:  Watch the full interview for actionable insights on CX modernization. Subscribe to CX Today for more expert discussions with leading voices in the industry. Learn more about Enghouse’s flexible CX solutions by visiting their website.

    13분

  2. 11월 6일

    How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses

    Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy, to unpack how the world of Quality Assurance (QA) is being redefined by AI and conversational analytics.  Together, they explore how forward-thinking organizations are transforming QA from a compliance necessity into a business intelligence engine that drives measurable CX impact.  If you’ve ever wondered how to move beyond manual scoring and truly unlock the value hidden in your customer interactions, this conversation is a must-watch.  Main Description:  Customer experience is evolving fast — and QA is no longer just about checking boxes. In this exclusive chat, Scorebuddy’s Derek Corcoran reveals how AI, automation, and analytics are reshaping the way organizations understand agent performance, customer behavior, and business outcomes.  Here’s what you’ll learn:  🔍 From Manual to Meaningful: How moving from spreadsheets to AI-powered QA unlocks faster insights and greater consistency across teams.  💬 Beyond the Microscope: How conversation analytics give CX leaders visibility into previously hidden trends and customer pain points.  🤖 AI-Powered Impact: Why automated scoring and performance summaries are freeing evaluators to focus on coaching and strategic development.  📊 CX Intelligence for the C-Suite: How BI dashboards are bridging the gap between QA teams and executive decision-making.  Next Steps:   ✅ Watch the full interview to hear Derek’s roadmap for building an AI-enhanced QA strategy.   ✅ Explore Scorebuddy’s AI QA solutions to see how they can transform your contact center operations.   ✅ Subscribe to CX Today for more expert insights on the technologies shaping the future of customer experience.

    17분

  3. 11월 5일

    How AI Is Revolutionizing Modern Contact Centers

    Inside Scorebuddy’s take on AI, data security, and tackling agent burnout in today’s evolving CX landscape.  In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy.  The pair dive deep into how AI is reshaping the modern contact center – from quality assurance transformations to data security challenges and the critical issue of agent burnout.   In this engaging discussion, Emmanuel breaks down the evolving contact center ecosystem and how AI is no longer just about automation but driving innovation.  Highlights include:  How GenAI-powered bots are transforming frontline service by automating routine tasks, freeing agents for complex problem-solving.  The new role of AI in Quality Assurance, enabling evaluators to review 100% of interactions and focus on compliance and coaching opportunities.  The critical importance of data security in cloud-first contact centers, with Scorebuddy’s approach to IT certifications, transparency, and safeguarding customer data in AI deployments.  Insights into agent burnout causes, including context switching and efficiency pressures, and how AI assist tools – if used wisely – can ease the load without disengaging agents.  Emmanuel also shares how Scorebuddy champions AI as a tool for empowerment and innovation across organizations, encouraging teams to explore AI’s potential beyond mere automation.  Next Steps  Visit Scorebuddy’s website to explore their AI-powered quality assurance solutions: https://www.scorebuddyqa.com/ Follow CX Today for more interviews with industry leaders shaping the future of CX.  Subscribe and share this video with your CX and contact center peers to spark a conversation on balancing AI innovation and human engagement.

    15분

  4. 11월 5일

    UCaaS Meets CCaaS: Transforming Enterprise Communications

    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 Whether you're an IT leader, business strategist, or tech enthusiast, this video offers valuable perspectives on the future of enterprise communications.

    15분

  5. 11월 5일

    The Top Strategic Priorities for Customer Service Leaders

    CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025.  To run through them, he's joined by: Garry Gormley, Founder of FAB Solutions Jeff Harling, Head of Global Digital Customer Experience at Zoom Both share their perspectives on each of the trends, as shared below: Priority 1 - Elevating customer satisfaction results while being stretched operationally, and reducing costs.  Garry discusses the pressure that contact center leaders face to cut costs and shares his advice on combating that, before Jeff discusses how he's seeing Zoom Contact Center customers take on this issue and raise the customer satisfaction bar.   Priority 2 - Gaining more of an AI education while dealing with day-to-day firefighting. Garry stresses that every customer service leader doesn't need to be an AI expert, but they should understand where their key issues lie. They can then consider AI as a solution. Jeff gives his take, highlighting how contact centers leverage AI to overcome pressing problems.   Priority 3 - Unlocking operational scale through intelligent automation.  Jeff takes the reins to highlight how contact centers can scale the application of AI to avoid confining its benefits to specific teams or locations. Garry then shares more of what he's seeing out there in the field.  Interested to learn more about the Zoom Contact Center? If so, visit: https://www.zoom.com/en/products/contact-center/ Hosted by Charlie Mitchell, Head of Publication at CX Today - Customer Experience Technology News #customerservice #customersupport #contactcenters 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 00:00-00:42 Intros 00:42-08:57 Priority 1 08:57-18:02 Priority 2 18:02-25:54 Priority 3

    26분

  6. 11월 5일

    Why Mobile CX Is the New Power Move for Contact Centers

    Discover how mobile-first strategies, powered by AI, are reshaping sales and service for modern contact centers. 🔥 In this discussion, host Rhys Fisher sits down with #JamesScott, Senior Solutions Engineer at #Diabolocom, to unpack why #mobileCX is emerging as a game-changer for businesses worldwide. As organizations look beyond static desktops, James explores how mobile technology, combined with #AI, is transforming agent flexibility, accelerating response times, and boosting ROI. Whether you're leading a sales team or managing #customerexperience, this conversation will show you why the #contactcenter, of 2025 can’t afford to stay tied to a desk. Mobility isn’t just convenient — it’s strategic. James Scott dives into how Diabolocom Mobile is empowering agents and sales teams to deliver faster, smarter, and more personalized experiences from anywhere. Key Takeaways: 🔴 Freedom from the desktop: Learn how mobile #CX extends the flexibility of #cloud -based contact centers, enabling agents to take calls and close deals on the go. 🔴 AI that works for you: Discover how Diabolocom AI automates transcription, call summaries, and next steps — so your team focuses on selling, not note-taking. 🔴 Real-world impact: Hear how a sales team boosted their response speed by 15% and saw boosted #ROIgrowth within days of implementing Diabolocom Mobile.  🔴 Built-in compliance & security: See why Diabolocom’s telecom roots give companies confidence in data security, regulatory compliance, and full control over their CX tech stack.  Subscribe to CX Today for more deep dives on customer experience innovation.

    18분

  7. 11월 4일

    Secure the Quick Wins First: How the Frontline Group Is Advancing Its Customer Service Experiences

    Predictive, generative, agentic... there are many forms of AI creeping into customer service.  However, before boiling the ocean, contact centers should consider the quick wins that they can build upon. That's the advice Jill Blankenship, CEO of Frontline Group, shared in an interview with CX Today's Charlie Mitchell.  Live from the NiCE Interactions International, Blankedship also discusses:  🤩 The Most Exciting AI & Automation Technologies Touching Contact Centers 🤩 Blankenship discusses some of the AI solutions her team has implemented and other innovations that have peaked her interest. ⏭️ What's Next on the Frontline Group's Roadmap? ⏭️ Building on its initial implementations, find out where the Frontline Group wants to innovate next.   💥 More from Interactions 2025💥 Capture some of the lessons that Blankenship will be taking back to her business from the staple contact center event.   Discover more about the latest contact center solutions. Visit: https://www.nice.com/ Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #frontlinegroup #NiCEi25 #contactcenters Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. For more Customer Experience tech news, visit: https://www.cxtoday.com

    5분

  8. 11월 4일

    How AI Is Revolutionizing Modern Contact Centers

    Inside Scorebuddy’s take on AI, data security, and tackling agent burnout in today’s evolving CX landscape. In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy. The pair dive deep into how AI is reshaping the modern contact center – from quality assurance transformations to data security challenges and the critical issue of agent burnout.  In this engaging discussion, Emmanuel breaks down the evolving contact center ecosystem and how AI is no longer just about automation but driving innovation. Highlights include: How GenAI-powered bots are transforming frontline service by automating routine tasks, freeing agents for complex problem-solving. The new role of AI in Quality Assurance, enabling evaluators to review 100% of interactions and focus on compliance and coaching opportunities. The critical importance of data security in cloud-first contact centers, with Scorebuddy’s approach to IT certifications, transparency, and safeguarding customer data in AI deployments. Insights into agent burnout causes, including context switching and efficiency pressures, and how AI assist tools – if used wisely – can ease the load without disengaging agents. Emmanuel also shares how Scorebuddy champions AI as a tool for empowerment and innovation across organizations, encouraging teams to explore AI’s potential beyond mere automation. Next Steps Visit Scorebuddy’s website to explore their AI-powered quality assurance solutions: https://www.scorebuddyqa.com/ Follow CX Today for more interviews with industry leaders shaping the future of CX.  Subscribe and share this video with your CX and contact center peers to spark a conversation on balancing AI innovation and human engagement.

    15분
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News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team. Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.

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