Cisco’s Agentic AI: The Future of Contact Centers
As someone who has spent hours waiting in contact center queues, I’m excited to see how Cisco is rewriting the CX playbook with agentic AI. At Enterprise Connect 2025, Senior Editor Charlie sits down ...
22 Okt 20255min
Inside Operata: The Rise of CX Observability for AI-Powered Contact Centers
As someone who’s felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Operata’s most ambitious step yet, expanding CX O...
22 Okt 202518min
The Future of Work: Managing a Blended AI and Human Workforce
CX Today's Head of Content Susie Harrison hosts Cognigy's VP Marketing, Alan Ranger. With Cognigy’s recent launch of their Agent Ops platform, we dive into how AI and human agents are collaborating ...
21 Okt 20256min
How XCALLY Is Making AI Work in the Real World of CX
In this CX Today exclusive, Giuseppe Careri, Chief Technology Officer at XCALLY sits down with Deputy Editor Rhys Fisher, to explore the real-world impact of AI in customer service and experience. Car...
21 Okt 20258min
Agents, Supervisors, & Managers: How Is AI Impacting Key Contact Center Roles? - CX Today News
Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM of Webex Customer Experience Solutions at Cisco, to dig deeper. During the conversation, Patel shared practical examples of h...
21 Okt 20258min
Deflection Is NOT a Contact Center AI Strategy. This Is.
CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET. The duo explores changing contact center metrics, AI, and orchestration, discussing: 🤔 Is It Time to Rethink Deflectio...
20 Okt 202510min
The Latest on ServiceNow AI Experience, Qualtrics' $6.75MN PG Forsta Acquisition, & More
CX Today's Charlie Mitchell hosts a panel customer experience analysts to discuss the latest headlines shaking up the space. This month’s lineup includes: Zeus Kerravala, Principal Analyst at ZK Res...
16 Okt 202532min
Analyzing the Gartner Magic Quadrant for CCaaS 2025
CX Today's Charlie Mitchell hosts a deep-dive discussion into the Gartner Magic Quadrant for CCaaS 2025. Joining him for this conversation are two respected industry analysts: Zeus Kerravala, Princi...
16 Okt 202538min
