Analyzing the Gartner Magic Quadrant for CCaaS 2025

Is AI Overhyped... or the Future of EVERYTHING? Join Susie Harrison from CX Today as she delves into the AI revolution with Sean Taylor, Global CEO of Content Guru. They discuss past predictions, future possibilities (all the way to 2050), and the real impact of AI on Customer Experience. In this thought-provoking conversation, you'll discover: 🕰️ Did We Get It Right? A look back at AI expectations from 25 years ago – were we even close? 🚀 What Will CX Look Like in 2050? A glimpse in...

22 Huhti 202519min

In this interview, Miratech's Matthew Ainsworth dives deep into the current state of CX and the dynamic opportunities emerging in this rapidly evolving landscape. From the quick rise of CCaaS, to the challenges large enterprises face in adopting cloud technologies, Matthew reveals why CX transformation isn't as simple as just jumping on the AI bandwagon. With real-time experiences and multi-vendor solutions becoming the norm, discover what businesses need to consider to stay ahead in the game...

15 Huhti 20256min

Join Rhys Fisher as he sits down with Derek Corcoran, the CEO and Founder of Scorebuddy, a leading vendor in the quality assessment space. Derek shares his journey from the telecommunications industry to creating Scorebuddy, discussing how AI is reshaping the customer service landscape and transforming agent performance. This conversation dives into how technology is streamlining the customer experience, offering invaluable insights for anyone interested in the future of customer service oper...

7 Huhti 202524min

Watch on YouTube. In this episode of our Salesforce Update, CX Today's Floyd March hosts two expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem: The Salesforce and Google Partnership The CRM leader has allowed joint customers to access Google Gemini within Salesforce’s Agentforce platform. The analysts explore why this is so significant. Agentforce 2dx The next evolution of the Agentforce platform launched at the beginning of March. The ana...

4 Huhti 202521min

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts to dissect each story. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, President & CEO at Kramer & Company Finbarr Begley, Senior Research Analyst at Cavell During the conversation, ...

3 Huhti 202530min

CX Today's Head of Content Susie Harrison hosts Cognigy's VP Marketing, Alan Ranger. With Cognigy’s recent launch of their Agent Ops platform, we dive into how AI and human agents are collaborating to boost efficiency, enhance customer interactions, and tackle high-value tasks - while leaving repetitive work behind. We also discuss tackling workforce concerns about AI, the skills needed for this new era, and how Agent Ops is redefining workforce management with real-time monitoring, c...

31 Maalis 20256min

AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact. Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM at Cisco Webex CX, to dig deeper. During the conversation, Patel shared practical examples of how the technology is changing the roles of key contact center stakeholders, including: Contact Center Agents - From gathering customer context upfront to completing post-contact follow ups, Pat...

31 Maalis 20258min

CX Today's Head of Content Susie Harrison hosts Matthew Ainsworth, Chief Revenue Officer at Miratech, for a deep dive into his professional background, life at Miratech, and what's next for contact centers and CX. Matthew shares insights into Miratech’s evolution in CX solutions, their innovative approach to cloud-based managed services, and how they’re helping enterprises navigate the complexities of AI, cloud migration, and next-generation contact centers. From his passion for constan...

27 Maalis 202520min