XCally’s Bold Take on Contact Center Evolution: AI, Automation & the Future of CX
CX Today25 Huhti 2025

XCally’s Bold Take on Contact Center Evolution: AI, Automation & the Future of CX

From omnichannel excellence to AI-driven automation, XCally’s Sales Director Marco Pasculli breaks down the next big shifts in customer experience. In this episode, Rhys Fisher, Deputy Editor at CX Today, is joined by Marco Pasculli, Sales Director at XCally. The pair dived into the hottest trends in the contact center, including reshaping CX, AI automation, and the CRM-CCaaS convergence. Marco shares exclusive insights into how businesses can future-proof their customer interacti...

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5 Microsoft Teams Contact Center Challenges (and How to Overcome Them)

5 Microsoft Teams Contact Center Challenges (and How to Overcome Them)

Watch on YouTube. CX Today's Charlie Mitchell hosts Mackenzie Ellis, a Solutions Specialist at ComputerTalk. We discuss some of the challenges businesses may face when running a contact center on Micr...

23 Elo 202324min

The World Wildlife Fund Shares Its Contact Center Transformation Story

The World Wildlife Fund Shares Its Contact Center Transformation Story

Watch on YouTube. CX Today's Charlie Mitchell hosts Stuart Mcapherson-Woods, Support Operations Manager at the World Wildlife Fund (WWF). We discuss the WWF's CCaaS implementation, considering: Why ...

22 Elo 202312min

An Analysis of the 2023 Gartner Magic Quadrant for CCaaS

An Analysis of the 2023 Gartner Magic Quadrant for CCaaS

Watch on YouTube. CX Today's Charlie Mitchell presents a deep-dive of the 2023 Gartner Magic Quadrant for CCaaS. He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Liz Miller, VP & Princi...

21 Elo 202335min

DPG Media Discusses Its "Radical" CCaaS Migration, Shares Lessons

DPG Media Discusses Its "Radical" CCaaS Migration, Shares Lessons

Watch on YouTube. CX Today's Charlie Mitchell hosts Edgar Polak, IT Area Manager at DPG Media. We walk through DPG Media's CCaaS migration, and discuss: Challenge's of DPG Media's on-premises environm...

17 Elo 202316min

Lighthouse Works and Genesys Collab Generates 25% of New U.S. Jobs for Blind People

Lighthouse Works and Genesys Collab Generates 25% of New U.S. Jobs for Blind People

Watch on YouTube. CX Today's Charlie Mitchell hosts Kyle Johnson, President & CEO of Lighthouse Works. We consider Lighthouse Works' strategy to create more career opportunities for the blind and vis...

15 Elo 202316min

BIG CX News - The Latest on Microsoft Sales Copilot, Salesforce AI Cloud, and Zoom In WFM

BIG CX News - The Latest on Microsoft Sales Copilot, Salesforce AI Cloud, and Zoom In WFM

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 stories from the space - including ne...

11 Elo 202331min

Barnardo's Discusses Its CRM Selection Process and Implementation

Barnardo's Discusses Its CRM Selection Process and Implementation

Watch on YouTube. CX Today's Charlie Mitchell hosts Melissa Bell, the Executive Leader of Practice Quality at Barnardo's Australia. We discuss Barnardo's CRM implementation, considering: Why did Bar...

8 Elo 202312min

Streem-line Salesforce: Integrating Video for Enhanced Customer Experiences

Streem-line Salesforce: Integrating Video for Enhanced Customer Experiences

Watch on YouTube. CX Today's Charlie Mitchell hosts Mark Wood, Senior Product Manager at Streem. In this session, we discuss how businesses can add video to Salesforce, considering: Where can video ...

1 Elo 202320min