How to Benchmark Readiness Before You Scale GenAI
Technology Journalist, Francesca Roche, sits down with Hideki Hashimura, CRM and CX Strategist at redk. With MIT research showing 95% of enterprise Gen AI pilots failing to deliver measurable ROI, thi...
22 Apr 18min
Why Most Marketers Can't Actually Prove ROI – And What's Changing
Marketing budgets have been flat at 7.7% of company revenue — and over 40% of CMOs pushing for more are losing C-suite influence. Why? They can't prove ROI. In this episode, Francesca Roche sits down...
22 Apr 15min
Why AI Is Not a Silver Bullet to Solve Broken Customer Journeys
AI is already reshaping customer service, but Simon Thorpe, Director at Pegasystems, argues the biggest shift is not the technology itself. It is the rise in customer expectations and the pressure on ...
22 Apr 18min
The Trust Crisis in Online Communities: What Brands Are Getting Wrong
Speaking with CX Today, Susan Ganeshan, CMO at Emplifi, explores why customer trust in digital community spaces is under mounting pressure, and what brands must do to course correct. As more of the cu...
22 Apr 18min
From Cost Center to Value Creator: The CFO-Ready Playbook - UJET
CFOs are scrutinising every CX investment, and “better CSAT” rarely cuts through. In this CX Today interview, Rob Wilkinson sits down with Matt Clare, VP Product Marketing at UJET, to unpack how CX le...
20 Apr 28min
Reinvent Your Value Proposition Or Lose Customers, Bain Warns
Customer expectations keep moving, but many enterprise CX programs still sit too far from the CEO and too far from value. In this CX Today interview, Nicole Willing speaks with Bain & Company's Jamie ...
20 Apr 25min
Sprinklr Spring 26: The Governance Frontier For Autonomous AI
Autonomous AI is moving from “interesting” to operational, but CX leaders are still balancing excitement with real anxiety about risk, compliance, and quality. In this interview, Karthik Suri, Chief ...
17 Apr 23min
Big UC Update: Smarsh's Simon Peters on CallCabinet Acquisition and Strengths of Unified Compliance
In this UC Today interview, host Kristian McCann speaks with Simon Peters, Director of Channel Sales at Smarsh, to unpack the company’s latest innovations in digital communications governance, its inc...
16 Apr 17min
