Cisco: The AI Chatbot Era Is Dead – Here's What Comes Next
Cisco's VP of Webex CX discusses orchestrating AI-native contact centers, why “deflection” is the wrong metric, and what enterprise-grade really means in the age of agentic AI - In this CX Today inte...
3 Aug 21min
Enterprise AI Video Has a Relevance Problem
AI video adoption is accelerating, but many CX teams are struggling to see measurable results. In this CX Today interview, Francesca Roche sits down with Brendan Cournoyer, VP of Marketing at SundaySk...
3 Aug 21min
Legacy CRM Wasn’t Built for AI: The Case for a New Stack
Are legacy CRM platforms ready for the agentic AI era, or are enterprises trying to force new intelligence into systems built for a different time? In this CX Today interview, Nicole Willing speaks wi...
3 Aug 16min
Zoom: Genius or Mad Scientist? Zeus Kerravala on the Bold Transformation Reshaping CX
The Principal Analyst at ZK Research breaks down whether Zoom's 'system of action' pivot is the real deal or just clever repositioning In this CX Today discussion, Associate Editor Rhys Fisher sits...
3 Aug 19min
Kustomer: CX AI Needs Outcomes, Not Tokens
AI is everywhere in customer experience, but CX leaders are under pressure to prove it is moving the needle. In this CX Today interview, Rob Wilkinson speaks with Brad Birnbaum, CEO and Co-Founder of ...
3 Aug 29min
Salesforce Agentforce Heats Up the Consolidation Fight, UJET Says It Could Backfire
Salesforce’s launch of the Agentforce Contact Center has reignited a familiar debate in customer experience: should enterprises consolidate around one major platform, or keep the flexibility to pick b...
3 Aug 23min
CCW 2026: Advice from Coach Rios: How CX leaders need to adapt during the AI transformation
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3 Aug 4min
What's Keeping CX Leaders Up at Night? CMP's Nicole Kyle Has the Data
If you want to know what is actually happening in customer contact — not the keynote version, not the vendor pitch version, but the version grounded in independent research across hundreds of organiza...
3 Aug 6min
