Gartner to CX Leaders: Stop Treating AI Agents Like Employees Before It Costs You
Gartner VP Analyst Kathy Ross on why AI agents belong in your tech stack, not on your org chart – and what happens when leaders get this wrong. In this CX Today interview, Associate Editor Rhys Fish...
22 Jul 0s
Forget the Rulebook: How Self-Learning AI Is Rewriting Contact Center Automation - Omilia
In this discussion, Rhys Fisher, Associate Editor at CX Today, sits down with Claudio Rodrigues, Chief Product Officer at Omilia, to dig into one of the most pressing questions in customer experience ...
22 Jul 0s
"Be the 5%": Amazon Connect Customer Reveals the Ultimate AI Playbook
At CCW Las Vegas, CX Today's Rob Scott sat down with Hannah Bloking (Head of Applied AI Acceleration Solutions Architecture, Amazon Connect Customer), Andrei Papancea (Head of AI Engineering, AWS), an...
21 Jul 0s
CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft
A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually looks like when it is no longer a roadmap — it is...
20 Jul 0s
Why AI Projects Stall and What the Best Partner Ecosystems Change
In this interview, recorded live at NiCE World London, CX Today's Rob Wilkinson sits down with Dorothy Copeland, Chief Partner Officer at NiCE, to unpack why businesses struggle to move from isolated ...
16 Jul 11min
Your Contact Center AI is Failing - And You Probably Built it That Way - Omilia
In this CX Today discussion, host and Associate Editor Rhys Fisher sits down with Claudio Rodrigues, Chief Product Officer at Omilia, to cut through the AI hype and get real about why so many contact ...
14 Jul 25min
Valoir Warns CX Leaders: AI Ambition Can Backfire Fast
How can CX leaders scale AI without creating more risk than value? That is the central question in this CX Today interview with Rebecca Wettemann, Principal at Valoir, as she joins Rob Wilkinson to un...
14 Jul 21min
The Public Sector AI Shift Is Accelerating and Some Teams May Be Left Behind - NiCE
Public sector transformation does not move on hype alone. It moves under pressure, scrutiny, and long-term delivery demands. This conversation explores what major recent wins may signal for the wider ...
13 Jul 9min
