Cisco: The AI Chatbot Era Is Dead – Here's What Comes Next
Cisco's VP of Webex CX discusses orchestrating AI-native contact centers, why “deflection” is the wrong metric, and what enterprise-grade really means in the age of agentic AI - In this CX Today inte...
3 Elo 21min
Legacy CRM Wasn’t Built for AI: The Case for a New Stack
Are legacy CRM platforms ready for the agentic AI era, or are enterprises trying to force new intelligence into systems built for a different time? In this CX Today interview, Nicole Willing speaks wi...
3 Elo 16min
Why Bad AI Rollouts Break Customer Trust
Only 29 percent of consumers globally trust organizations to use AI responsibly. So, what does that mean for CX leaders trying to scale AI without damaging customer relationships? In this CX Today in...
3 Elo 18min
Kore.ai’s Raj Koneru Reveals the Multi-Agent CX Shift Leaders Can’t Ignore
Single chatbots are giving way to coordinated teams of AI agents that can execute workflows across systems, policies, and teams. In this interview, Rob Wilkinson speaks with Raj Koneru, Founder and CE...
3 Elo 20min
Zoom: Genius or Mad Scientist? Zeus Kerravala on the Bold Transformation Reshaping CX
The Principal Analyst at ZK Research breaks down whether Zoom's 'system of action' pivot is the real deal or just clever repositioning In this CX Today discussion, Associate Editor Rhys Fisher sits...
3 Elo 19min
Kustomer: CX AI Needs Outcomes, Not Tokens
AI is everywhere in customer experience, but CX leaders are under pressure to prove it is moving the needle. In this CX Today interview, Rob Wilkinson speaks with Brad Birnbaum, CEO and Co-Founder of ...
3 Elo 29min
Salesforce Agentforce Heats Up the Consolidation Fight, UJET Says It Could Backfire
Salesforce’s launch of the Agentforce Contact Center has reignited a familiar debate in customer experience: should enterprises consolidate around one major platform, or keep the flexibility to pick b...
3 Elo 23min
