The Death of Hold Music Why Waiting on the Line Is Over - Zendesk
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The Death of Hold Music Why Waiting on the Line Is Over - Zendesk

Waiting on hold has become a cultural meme for a reason. People now experience “instant” everywhere else, food deliveries, banking, streaming. So when support asks them to wait, it doesn’t feel normal. It feels like outdated plumbing. In this CX Today video, Rob Wilkinson sits down with Nuri Goj, Director of Platform Architecture for Zendesk Contact Center, to unpack what’s really happening inside the queue. From repeat contacts and KPI trade-offs to agent burnout and “AI theatre”, this is a ...

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Emodo & OneMagnify: AI, Acquisitions & the Future of Marketing

Emodo & OneMagnify: AI, Acquisitions & the Future of Marketing

In this conversation, we explore the acquisition of Emodo by OneMagnify and dive into the major strategic shifts that follow. How will Emodo’s AI-driven advertising solutions evolve under OneMagnify’s...

3 Marras 202519min

The OneMagnify Approach to Mergers and Acquisitions

The OneMagnify Approach to Mergers and Acquisitions

OneMagnify is making waves in the digital transformation space, strategically acquiring companies to expand its capabilities and deliver cutting-edge solutions. In this video, OneMagnify explains it...

3 Marras 202516min

The Gritty Truth About AI Voice Agents & Human Empathy

The Gritty Truth About AI Voice Agents & Human Empathy

In this interview, Deputy Editor Rhys Fisher sits down with Sharath Narayana, CEO and Co-Founder of Sanas, to unpack the challenges and opportunities surrounding AI voice technology. With a background...

29 Loka 202518min

Are Contact Centers Outgrowing Traditional CRMs?

Are Contact Centers Outgrowing Traditional CRMs?

Join CX Today's Floyd as he sits down with Martin Taylor, Co-founder and Deputy CEO of Content Guru, to explore why Customer Data Platforms (CDPs) are becoming essential for modern contact centers. W...

29 Loka 202528min

The Latest on Salesforce & ServiceNow's $1.5BN Genesys Investment, NiCE-Cognigy, Five9's Departures

The Latest on Salesforce & ServiceNow's $1.5BN Genesys Investment, NiCE-Cognigy, Five9's Departures

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, ...

29 Loka 202532min

Where Does Customer Journey Mapping Go Wrong? (And How to Fix It) - Mitel & CULTIVATE

Where Does Customer Journey Mapping Go Wrong? (And How to Fix It) - Mitel & CULTIVATE

CX Today's Charlie Mitchell hosts a conversation about how mapping out customer service experience and uniting the team around those maps. To dig into the challenges and opportunities, he's joined b...

29 Loka 202514min

AI at the Core: Zendesk’s Bold Vision for the Future of Contact Centers

AI at the Core: Zendesk’s Bold Vision for the Future of Contact Centers

Tom Eggemeier and Jonathan Barouch unpack the AI-first contact center revolution—and why the real disruption is only just beginning. 🎙️ Introduction: Contact centers have seen disruption before—but ...

28 Loka 202521min

How CX Leaders Can Win in a Hyper-Dynamic Market

How CX Leaders Can Win in a Hyper-Dynamic Market

Enghouse VP of Sales, Paul Stanczak, reveals practical strategies to navigate customer experience challenges and maximize ROI in a fast-changing landscape. In the latest edition of The Big CX Update...

28 Loka 202516min