The Future of Work: Managing a Blended AI and Human Workforce
CX Today21 Loka 2025

The Future of Work: Managing a Blended AI and Human Workforce

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...

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Heineken Introduces Its Customer-Centric Approach and Data Strategy

Heineken Introduces Its Customer-Centric Approach and Data Strategy

Watch on YouTube. CX Today's Charlie Mitchell hosts Lalo Luna, Global Strategy & Insights Leader at The HEINEKEN Company. We consider Heineken's evergreen strategy and how it helps to drives better cu...

31 Heinä 202310min

BIG CX News - The Latest on Verint's CCaaS Move & the Genesys Experience Index

BIG CX News - The Latest on Verint's CCaaS Move & the Genesys Experience Index

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by three prominent CX analysts to dissect the latest stories from the s...

11 Heinä 202316min

Elsevier Transforms Its Contact Center Experience, with Impressive CSAT Gains

Elsevier Transforms Its Contact Center Experience, with Impressive CSAT Gains

Watch on YouTube. CX Today's Charlie Mitchell hosts Joep Everts, SVP of Customer Service at Elsevier. We discuss Elsevier's contact center transformation journey, considering: Why did Elsevier decid...

10 Heinä 202316min

Generative AI In the Contact Center: Announcements, Use Cases, & Future Possibilities

Generative AI In the Contact Center: Announcements, Use Cases, & Future Possibilities

Watch on YouTube. CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio. We consider the evolution of generative AI and how it is influencing the contact center space. In...

27 Kesä 202315min

Frontier Airlines Discusses Its Decision to Ditch Telephone Customer Service

Frontier Airlines Discusses Its Decision to Ditch Telephone Customer Service

Watch on YouTube. CX Today's Rob Scott hosts Leonardo Declich, Director, CX Digital Transformation at Frontier Airlines. We reflect on why Frontier chose to get rid of its contact center voice channe...

27 Kesä 20233min

A Microsoft Teams Contact Center: How Can I Enhance My Voice and IM Channels?

A Microsoft Teams Contact Center: How Can I Enhance My Voice and IM Channels?

Watch on YouTube. CX Today's Charlie Mitchell hosts Jean-Nicolas Robitaille, Vice President of Product Management at ComputerTalk. We consider how to how businesses can better run their customer comm...

27 Kesä 20239min

Sprinklr’s New Generative AI Innovations: An Inside Look

Sprinklr’s New Generative AI Innovations: An Inside Look

Watch on YouTube. CX Today's Charlie Mitchell hosts Buddy Waddington, an Insights & AI Solutions Specialist Manager at Sprinklr. We break down Sprinklr AI+, the CX vendor's new suite of Generative AI...

23 Kesä 202320min

Topic & Sentiment Analysis In the Contact Center: Definitions, Use Cases, & Benefits

Topic & Sentiment Analysis In the Contact Center: Definitions, Use Cases, & Benefits

Watch on YouTube. CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec. We consider the topic and sentiment analysis in the contact center, discussing: Definitions for top...

19 Kesä 202320min