Not Building Trust Before AI Agents Is a Mistake
Rob Wilkinson sits down with Amazon Connect Customer leaders, Tony Shen and Jeremy Puent, to unpack what slows real deployments down, where things go wrong, and why the biggest risk is not the mistake...
13 Touko 37min
NiCE's $670M HMRC Megadeal – Is Enterprise CCaaS Now a Two-Horse Race?
Blair Pleasant breaks down what this landmark contract really means for the CCaaS market, the hyperscaler threat, and why an eight-year contract is both bold and logical Rhys Fisher, Associate Edito...
11 Touko 9min
Keep Your Contact Center AI Stack Flexible Without Vendor Lock In - Content Guru
Picking the wrong AI vendor today could set your contact center back for years. That’s the core message from Rhys Harris, Product Director of AI at Content Guru, who joined CX Today to break down why ...
11 Touko 19min
Is Agentforce Contact Center the Fix for CX Fragmentation, or a New Risk Layer?
Salesforce’s Agentforce Contact Center launch has split analyst opinion, and this CX Today debate gets straight to why. Host Rob Wilkinson is joined by Zeus Kerravala of ZK Research and Dave Michels o...
8 Touko 39min
Your Contact Center Could Be One Outage Away from Disaster – And You Probably Don't Know It
Ty Givens, Rhona Bradshaw, and Mike Wehrs join CX Today's Rhys Fisher to examine why most contact centers are less resilient than their uptime metrics suggest – and why agentic AI is about to make tha...
6 Touko 55min
Hot Takes or Hard Truths? The 2026 AI & CX Reality Check with Transcom
Everywhere you turn, the conversation about AI and customer experience sounds the same. AI will replace the contact center. Customers don't want to talk to humans anymore. Automation will fix everythi...
30 Huhti 10min
Trust Becomes the KPI: What the EU AI Act Forces CX Teams to Prove
Trust is moving from a soft signal to a hard CX KPI, and the EU AI Act will accelerate that shift. In this CX Today roundtable, Kane Simms, Nerys Corfield, Dr Scott Allendevaux, and Nick Holme explore...
28 Huhti 57min
Why CX Teams Can’t Afford to Ignore the Network Layer Any Longer
The network was never supposed to be a CX problem. For years, it wasn’t. Telecom engineers leaned on the PSTN’s built-in inefficiency as a quality guarantee, and the broader industry was happy to leav...
23 Huhti 16min
