The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily - Operata
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The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily - Operata

Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. When something breaks, customers feel it immediately, but no one has a single end-to-end view of what's actually happening. The result? Blind spots, finger-pointing, and resolution times that damage both revenue and reputation. In this conversation, CX Evangelist Luke Jamieson from Operata breaks down how CX Observability transforms the da...

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Harnessing the Power of Data in Contact Centers

Harnessing the Power of Data in Contact Centers

CX Today's Susie Harrison hosts Matt Yates, VP Engineering at MaxContact. In this session, we cover: Harnessing the huge volumes of data available efficiently and effectivelyThe key opportunities and ...

30 Loka 202413min

The Latest on the Salesforce Contact Center with Amazon Connect, NICE Acquiring Playvox, & More

The Latest on the Salesforce Contact Center with Amazon Connect, NICE Acquiring Playvox, & More

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by six prominent CX analysts to dissect the latest news in the space, in...

28 Loka 202430min

From Passive Algorithms to Active Agents: The Rise of Agentic AI

From Passive Algorithms to Active Agents: The Rise of Agentic AI

CX Today's Susie Harrison hosts Jon Burg, VP Strategy at TechSee, for a discussion on the rise of agentic AI. In this session, we cover: What agentic AI isHow it makes decisionsHow issues of safety, r...

24 Loka 202412min

AI Demystified! Customer Service Bots & Beyond (with a Demo)

AI Demystified! Customer Service Bots & Beyond (with a Demo)

CX Today's Charlie Mitchell introduces a beginner's discussion about contact center AI. For this conversation, he's joined by two industry experts: Anders Ruge, a Senior AI Solution Architect at Puzze...

17 Loka 202428min

Evaluating CCaaS Platforms – Top Tips on Finding the Best Fit Solution

Evaluating CCaaS Platforms – Top Tips on Finding the Best Fit Solution

CX Today's Susie Harrison hosts Anand Viswanathan, AVP & Global Head of CCaaS, Tata Communications. In this video, Anand shares his top tips on finding a best fit CCaaS platform. It also covers: The i...

17 Loka 202412min

Michels on Avaya's Key Launches and Future Relevancy

Michels on Avaya's Key Launches and Future Relevancy

Watch on YouTube. CX Today's David Dungay spoke to prominent analyst Dave Michels, Founder of TalkingPointz. In this session we discuss the following: How Avaya is leveraging AI Zoom relationship upda...

16 Loka 20245min

Is an AI-Centric Strategy REALLY the Best Option In Enterprise Communications?

Is an AI-Centric Strategy REALLY the Best Option In Enterprise Communications?

CX Today's Charlie Mitchell introduces a discussion about whether an AI-centric strategy is REALLY the best option in enterprise communications? For this discussion, he's joined by two industry expert...

16 Loka 202417min

Customer Research Strategy that Delivers Optimal Customer Experiences

Customer Research Strategy that Delivers Optimal Customer Experiences

CX Today's Susie Harrison hosts Rema Nasif, Managing Director of Strategy at OneMagnify. In this session, we discuss: What's top of mind for marketing and CX leaders regarding their customer research ...

9 Loka 20248min