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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GenAI in the Contact Center ComputerTalk Shares Its Latest Innovations

GenAI in the Contact Center ComputerTalk Shares Its Latest Innovations

CX Today's Charlie Mitchell hosts Bernie Lee, VP of Product Engineering at ComputerTalk. We discuss three of the latest GenAI innovations that CCaaS provider ComputerTalk is bringing to its ice Contac...

18 Syys 20249min

How Personal AI Agents are set to Transform CX

How Personal AI Agents are set to Transform CX

CX Today's Susie Harrison hosts Malte Kosub, CEO and Co-Founder of Parloa. In this episode, we consider: Market changes in customer support and how businesses can prepare for them, both physically and...

18 Syys 20247min

Purpose-Built Gen AI for the Contact Center: Introducing ElevateAI by NICE (with Demos!)

Purpose-Built Gen AI for the Contact Center: Introducing ElevateAI by NICE (with Demos!)

CX Today's Charlie Mitchell hosts Ashley Griggs, Head of Sales and Strategic Partnerships at ElevateAI by NICE. After an introduction to the NICE ElevateAI, we discuss: How to set up ElevateAIThe GenA...

17 Syys 202425min

The Death of the Pureplay Contact Center Provider

The Death of the Pureplay Contact Center Provider

CX Today's Charlie Mitchell hosts Simon Harrison, Founder & CEO of Actionary. They kick-off the conversation by considering: What's driving vendors into CCaaS from adjacent spaces?What impact is this ...

12 Syys 202422min

On-Prem vs. Cloud Contact Centers: It's Not an Open & Shut Case

On-Prem vs. Cloud Contact Centers: It's Not an Open & Shut Case

CX Today's Charlie Mitchell introduces a discussion on why businesses may wish to keep their contact center operations on-premise. For this discussion, he's joined by two industry experts: Michael McC...

9 Syys 202410min

RingCentral Introduces Its New AI Assist Solutions for RingCX

RingCentral Introduces Its New AI Assist Solutions for RingCX

CX Today's Charlie Mitchell hosts Jim Payne, Director of Product Marketing for Customer Experience at RingCentral. They kick-off the conversation and then: Introduce RingCentral's RingCX platformDiscu...

5 Syys 202412min

Big CX News - The Latest on NICE's New CEO, Salesforce's PredictSpring Acquisition, & Five9

Big CX News - The Latest on NICE's New CEO, Salesforce's PredictSpring Acquisition, & Five9

Watch on YouTube. 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 the latest news in the space, i...

29 Elo 202428min

Five Workforce Engagement Metrics You Need to be Tracking

Five Workforce Engagement Metrics You Need to be Tracking

CX Today's Susie Harrison hosts Sam Peters, Head of Customer Success at Assembled, to cover the workplace engagement metrics you need to be tracking. Sam explains his top five and highlights some bonu...

19 Elo 20248min