AI Hype vs Customer Reality: The State of CX in 2026
If you think you understand what customers expect in 2026… this conversation might surprise you. In this episode, Rob Wilkinson sits down with customer service and experience expert Shep Hyken to unpa...
16 Maalis 28min
60-70% of Your Contact Center Calls Could Already Be Handled by AI. So Why Aren't They?
Simon Leyland on $50k MDF, agentic AI in the contact center, and why “bold and fast” is the only strategy that makes sense in 2026. In this discussion, Associate Editor Rhys Fisher sits down with Si...
12 Maalis 19min
Human-First AI: Why SMBs Should Rebalance, Not Replace
A recent Gartner report suggests that by 2030, generative AI could cost more per customer interaction than a live human agent. What does that mean for small and midsize businesses? In this episode of...
10 Maalis 7min
Stop Chasing AI Hype and Start Delivering Real Outcomes
Rhys Fisher, Associate Editor at CX Today, sits down with Kevin McGachy, Head of Solutions at Sabio, to cut through the AI noise that's plaguing contact centers. If you're tired of flashy AI demos tha...
10 Maalis 16min
Why “Bolt-On AI” Is Killing CX ROI
AI may be everywhere in customer experience, but according to Bloomreach CEO and Co-Founder Raj De Datta, much of it still falls short of delivering real business impact. Speaking to CX Today, De Datt...
6 Maalis 11min
Pragmatic AI vs. “Science Projects”: How to Fix Broken Customer Experiences
In an era where data breaches are daily headlines, how a company handles a mistake matters more than the mistake itself. Brad Anderson, President of Product Engineering and Security at Qualtrics argue...
5 Maalis 19min
California Targets Surveillance Pricing, What It Means for Retail, Grocery, and Hotels
Francesca Roche sits down with Sarah Bruno, a Partner in the Emerging Technologies Group at Reed Smith, to discuss the recent investigative sweep by California’s Attorney General targeting retail, gro...
27 Helmi 22min
