Kore.ai’s Raj Koneru Reveals the Multi-Agent CX Shift Leaders Can’t Ignore
As customer experience (CX) teams push beyond basic chatbot deployments, a new model is emerging: coordinated multi-agent AI systems that can execute end-to-end workflows across teams, tools, and poli...
4 Jun 20min
Your Board Wants ROI in Six Months - Your Contact Center Needs Eighteen - Salesforce
Is your board expecting AI ROI in six months while your contact centre needs eighteen? You're not alone — and that gap is producing some genuinely bad decisions. In this interview, Rob Scott sits down...
3 Jun 17min
Cisco: The AI Chatbot Era Is Dead – Here's What Comes Next
At Cisco Live 2026, Cisco pulled back the curtain on a suite of AI-native tools designed to help organizations orchestrate, secure, and manage a blended workforce of human and AI agents. To get the in...
2 Jun 21min
Two Lanes, One Outcome: Designing Dual Paths for Humans and AI - TTEC Digital
In this CX Today interview, Carrie Brough, Director of Strategy and Ops for TTEC Digital EMEA, argues that a single CX model is fast becoming a liability. Brough explains why AI-driven interactions ne...
28 Mai 15min
Supporting Human CX Agents In An AI Era
What does great customer experience look like when artificial intelligence is handling half the calls? For Danny Wareham, Founder and Lead Psychologist at Firgun, the answer has less to do with the te...
25 Mai 22min
Openreach's Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
Upgrading 25 million homes to full fiber broadband is a logistical feat in itself. Doing it while delivering a consistently good customer experience – across 700 communications providers, each with th...
21 Mai 26min
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 Mai 37min
