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
Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI - Diabolocom
Diabolocom’s AI Product Manager Tom Azernour on why orchestration, not automation, is the real future of contact center AI Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour...
8 Jul 23min
Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment
Jeannie Walters and Dr. Alyona Medelyan reveal what nearly 2,000 unfiltered airline reviews say about the chasm between brand promise and operational reality, and what CX leaders must do about it. I...
2 Jul 22min
Death of the Survey Link: The Future of Customer Feedback Is Conversational - Sprinklr
Are traditional survey links dead? With response rates at historic lows, the answer might be yes. In this episode, Rob Scott sits down with Sprinklr’s Sonal Singhal, Direct of Product, and Valarie Gr...
2 Jul 19min
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the daunting prospect of ripping out legacy sy...
1 Jul 8min
CCW 2026: The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said
Rob Scott sits down with Pasquale DeMaio (VP, Amazon Connect), Deepak Nair (SVP, AI Transformation, Citizens Bank), and Justin Robbins (Founder and Principal Analyst, Metric Sherpa), fresh off the mai...
1 Jul 20min
From Reactive to Agentic: What an AI Native Contact Centre Actually Looks Like - Zendesk
In this CX Today interview, Rob Wilkinson speaks with Jonathan Barouch, GM of Contact Center at Zendesk, about what “AI-native” and “agentic” actually mean in practice, where enterprise teams get stuc...
29 Jun 19min
CCW 2026: Is AI Making Customer Experience Better - or Just Cheaper?
Rob Scott, Publisher at CX Today, sits down with Jeremie Abou, Sales Lead at Diabolocom, on the floor of CCW Las Vegas to ask the question the industry keeps dodging: is AI actually improving customer...
25 Jun 6min
