Are AI Layoffs Breaking Customer Experience?
In this discussion, CX Today’s Rhys Fisher speaks with Jim Eckes, Founder of TieTechnology, about the growing backlash against AI-first customer service strategies. With Amazon layoffs and rushed automation dominating headlines, Jim shares why many AI rollouts are failing, how companies are skipping critical CX foundations, and what businesses should do before replacing people with bots If you care about customer loyalty, personalization, and smart tech investments, this i...
9 Feb 20min
The AI Arms Race: Uncovering the Billion-Dollar Shift in Contact Centers
Rhys Fisher sits down with James Hughes, VP of Solutions at Sabio, to explore what’s really happening behind the scenes of AI’s rapid rise in the contact center world. With more than two decades of industry experience, James brings a clear, grounded perspective on where AI creates true business value. Together, they dig into the financial impact, the operational challenges, and why most organizations still struggle to turn AI hype into real transformation. AI is reshaping nearly e...
4 Feb 19min
Third-party AI risk: the vendor questions CX must ask (before procurement signs)
Find out why leaders are rushing into AI under pressure from boards, competitors, and vendors, often without truly understanding how it works or putting the right guardrails in place. Adrian explains how agentic AI and highly interconnected cloud systems are driving up complexity, risk, and consumer concern around data security and privacy. From there, they get practical: what third-party AI risk actually means, why customers always blame the brand (not the vendor), and how things typic...
3 Feb 32min
The Death of Hold Music Why Waiting on the Line Is Over - Zendesk
Waiting on hold has become a cultural meme for a reason. People now experience “instant” everywhere else, food deliveries, banking, streaming. So when support asks them to wait, it doesn’t feel normal. It feels like outdated plumbing. In this CX Today video, Rob Wilkinson sits down with Nuri Goj, Director of Platform Architecture for Zendesk Contact Center, to unpack what’s really happening inside the queue. From repeat contacts and KPI trade-offs to agent burnout and “AI theatre”, this is a ...
3 Feb 26min
Redundancy Without Waste: The Smarter UCaaS and POTS-Dependent Devices Backup Strategy - Tango Networks
In this interview, Kristian McCann speaks with Lathan Lewis, Head of Products at Tango Networks, about a challenge every IT leader faces: keeping communications online without overspending. Throughout the talk, Lewis unpacks how companies can ditch dual UC platforms and aging copper lines - and still achieve flawless business continuity. Key takeaways: Why maintaining duplicate UC platforms and legacy POTS lines drains budgets and resources.How “Mobile Network as a Service” enables real-time ...
28 Jan 14min
Who's Really Calling? The Rise of AI Customers - TTEC Digital
For years, the CX industry has obsessed over deploying AI to serve customers better. But a seismic shift is already underway and most contact centers aren't prepared for it. Customer-initiated AI agents are now making calls, placing orders, and navigating your IVR on behalf of humans. Tools like OpenAI's Operator, Google Call Assist, and Kickoff's debt negotiation service aren't coming, they're here. A large US bank recently received its first live call from a personal AI agent attempting to ...
27 Jan 16min
Big CX Update: How Tata Communications Is Transforming Customer Interactions with AI
In this episode of CX Today, host Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications, to explore how modern enterprises are transforming customer experience in a hyper-connected, AI-driven world. With over 26 years at Tata Communications, Gaurav brings deep insight into the evolution of customer interaction—from on-prem to cloud, from human-only workflows to human-AI collaboration. This conversation is packed with real-world perspec...
21 Jan 23min
Sabio Gets Real About WFM: Why Spreadsheets Are Killing CX Strategy
Rhys Fisher, Associate Editor at CX Today, sits down with Scott Doherty, WFM Consultant at Sabio, to unpack how workforce management has evolved from a back-office numbers game into a strategic lever for customer experience, agent wellbeing, and business performance. With omni-channel complexity, hybrid work, and AI now reshaping contact centres, this conversation explores what planners are really dealing with – and why the old spreadsheet model simply can’t cope anymore. Main Description Wor...
19 Jan 17min
