Human In The Loop Is Becoming CX’s New Skills Crisis
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Human In The Loop Is Becoming CX’s New Skills Crisis

Human in the loop is quickly moving from an AI buzzword to a real operating requirement for customer experience teams. In this episode of Human in the Loop, we dig into what AI oversight means in practice, and why it is reshaping contact center skills, hiring, and escalation design. CX Today speaks with Martyn Redstone, Founder at GenAssess, about the skills that matter most as AI agents take on more routine customer queries. We also explore the implications of AI regulation, including the EU...

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How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses

How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses

Discover how Scorebuddy’s AI-driven QA is revolutionizing customer experience analytics — from spreadsheets to strategic insights. Introduction In this discussion, host Rhys Fisher sits down with ...

11 Joulu 202517min

NiCE Interactions International: Everything You Can Expect from the Must-Attend CX Event

NiCE Interactions International: Everything You Can Expect from the Must-Attend CX Event

CX Today’s Charlie Mitchell sits down with Simon Broadbent, SVP UKI & SAIL at NiCE, to preview one of the contact center industry’s biggest vendor events: NiCE Interactions International 2025. 🎤 Tog...

1 Joulu 20258min

80% of Tech Specialists Make These Common Mistakes that Make Them Regret their CCaaS Decision

80% of Tech Specialists Make These Common Mistakes that Make Them Regret their CCaaS Decision

CCaaS solutions promise efficiency and scalability, but many tech specialists unknowingly make a few common but critical mistakes that lead to costly regrets. In this episode, CX Today's Floyd March ...

1 Joulu 202517min

Is Your Approach to Dirty Data Killing Your AI Implementation?

Is Your Approach to Dirty Data Killing Your AI Implementation?

Is your AI implementation struggling to deliver real value? The culprit could be dirty data. In this episode of CX Today, we explore the critical role of data quality in AI-driven customer experience ...

1 Joulu 202522min

The Future of Contact Center Technology: A Deep Dive

The Future of Contact Center Technology: A Deep Dive

CX Today's Charlie Mitchell hosts Richard Bassett, VP of CX & Automation at NiCE. The two discuss the evolution of contact center technology, considering data management, AI, and tech convergence. ...

1 Joulu 202518min

What If You Could Evaluate Every Customer Interaction?

What If You Could Evaluate Every Customer Interaction?

🔥 How AI and automation are transforming quality assurance and redefining CX performance measurement. In this episode, host Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at En...

1 Joulu 20259min

From Feedback to Financial Impact – The ROI of Unified Experience Management

From Feedback to Financial Impact – The ROI of Unified Experience Management

How Unified Experience Management® Drives Real Business Results with Josie Gaeckle, SVP at SMG Every CX leader is under pressure to deliver more than just great customer feedback—they need to show ...

1 Joulu 202519min

Hardware v Software: The Security Showdown Shaping the Future of Noise Cancellation

Hardware v Software: The Security Showdown Shaping the Future of Noise Cancellation

In this discussion, host Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, for a no-nonsense deep-dive into one of the most overlooked security debates in modern customer experience: ha...

27 Marras 202513min