Why 95% of AI Pilots Fail – and How to Be the 5% That Wins
CX Today4 Marras 2025

Why 95% of AI Pilots Fail – and How to Be the 5% That Wins

In this discussion, host Rhys Fisher sits down with Will Penn, Senior Sales Engineer at Puzzel, to unpack one of the most talked-about trends in customer experience: AI co-pilots. While many organizations jump into AI hoping for instant transformation, the reality is more complex. Will shares insights into why so many pilots fizzle out, how to lay the right data foundations, and why empathy – not just efficiency – will define the future of CX. If you’re looking to get real ROI...

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Contact Center Resilience and Network Redundancy

Contact Center Resilience and Network Redundancy

Watch on YouTube. CX Today's Charlie Mitchell hosts Gurpreet Kohli, Senior Vice President and Global Head of Telecom & Networks of HCLTech. . We explore the critical role of network redundancy and fai...

11 Joulu 20238min

AWS re:Invent 2023 - Catching Up on All the Contact Center News

AWS re:Invent 2023 - Catching Up on All the Contact Center News

Watch on YouTube. CX Today's Charlie Mitchell hosts Pasquale DeMaio, VP of Amazon Connect. In this session, we review all the contact center news from AWS re:Invent 2023, discussing: The improved inte...

11 Joulu 202311min

Generative AI for Contact Center Agents: Demos and a Discussion

Generative AI for Contact Center Agents: Demos and a Discussion

Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of Zendesk's new generative AI solutions for contact center agents - live and virtual. He then speaks to Teresa Anania, SVP of Customer ...

7 Joulu 202323min

Contact Center Trends for 2024: What's Hot and What's Not?

Contact Center Trends for 2024: What's Hot and What's Not?

Watch on YouTube. CX Today's Charlie Mitchell hosts Peter Broeckx, EMEA Sales Director for Contact Center at AudioCodes. We introduce a host of contact center trends for 2024. Before focusing on five ...

6 Joulu 202328min

SumUp Moves Its Global Contact Center Operations to the Cloud with Five9

SumUp Moves Its Global Contact Center Operations to the Cloud with Five9

Watch on YouTube. CX Today's Charlie Mitchell hosts Bruno Fransoni, Technical Product Manager of Contact Center and CRM at SumUp. We walk through SumUp's CCaaS migration, and discuss: The challenges o...

6 Joulu 20239min

The Latest Contact Center Innovations with Cirrus Response

The Latest Contact Center Innovations with Cirrus Response

Watch on YouTube. CX Today's Charlie Mitchell hosts Daniel Lloyd, Channel Director at Cirrus Response. We discuss the latest contact center innovations that Cirrus is bringing to market. These cover a...

4 Joulu 202317min

Generative AI in the Contact Center: What's Possible Now, and What's Coming?

Generative AI in the Contact Center: What's Possible Now, and What's Coming?

Watch on YouTube. CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru, and Zeus Kerravala, Founder and Principal Analyst at ZK Research. Together, we consider the present and f...

27 Marras 202324min

AI Will Change Contact Centers: New Research Reveals How

AI Will Change Contact Centers: New Research Reveals How

Watch on YouTube. CX Today's Charlie Mitchell hosts Matthew Jones, Product Manager at EvaluAgent. We reflect on new research conducted by contact center analyst ContactBabel - which highlights service...

27 Marras 202315min