How XCALLY Is Making AI Work in the Real World of CX
CX Today21 Loka 2025

How XCALLY Is Making AI Work in the Real World of CX

In this CX Today exclusive, Giuseppe Careri, Chief Technology Officer at XCALLY sits down with Deputy Editor Rhys Fisher, to explore the real-world impact of AI in customer service and experience. Careri, shares how the company blends automation with a human touch to maximize the potential of AI in the customer experience sector. With 14+ years of hands-on development experience at XCALLY, Giuseppe offers a deep dive into the practical applications of AI – from voice bots and sentiment...

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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