Stop Letting Your AI Agents Off the Hook
Rhys Fisher, Associate Editor at CX Today, is joined by Dave Rennyson, CEO of SuccessKPI, for a candid conversation about what it actually means to run a contact center where humans and AI agents work...
16 Jun 13min
Contact Center AI Is Only as Good as the Data Behind It – So Why Are We Ignoring the Data?
Rhys Fisher, Associate Editor at CX Today, sits down with Dave Rennyson, CEO of SuccessKPI, to tackle one of the most pressing yet underexplored challenges in modern contact center operations: what it...
16 Jun 14min
Why Pega Is Ditching Token Costs and Betting on Business Outcomes Instead
The Director of Pega's AI Lab breaks down the real mechanics behind agentic marketing operations and why "magical thinking" is killing AI projects before they start. In this CX Today discussion, Ass...
16 Jun 21min
From Conversation to Case Action: Automating ServiceNow Workflows from Live Voice with Vonage
Rob Wilkinson speaks with Jonathan Kershaw, Director of Product Management at Vonage, about how live voice can bring real-time voice transcription and context directly into ServiceNow to trigger workf...
16 Jun 26min
Tool Overload is Killing Your Contact Center from the Inside Out
Mitel’s Stuart Aldridge discusses why the gap between what IT thinks it's delivering and what agents actually experience is quietly destroying customer service quality. In this CX Today discussion, A...
12 Jun 18min
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...
11 Jun 23min
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 ...
10 Jun 29min
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...
8 Jun 19min
