Human In The Loop Is Becoming CX’s New Skills Crisis
Human in the loop is quickly moving from an AI buzzword to a real operating requirement for customer experience teams. In this episode of Human in the Loop, we dig into what AI oversight means in prac...
23 Feb 18min
Pindrop Takes on AI Voice Deepfakes: Why Your Contact Center Is Already Under Attack
Sumant Mauskar explains how AI-powered voice fraud is attacking contact centers at scale, why the NICE integration matters, and what bi-directional trust really means Contact centers have an AI proble...
17 Feb 20min
The Future of RetailWork: Inside Traxlo’s AI-Driven Task Model
In this interview with Paul Vezelis, Co-Founder and CEO of Traxlo, we explore how the platform’s pay-per-task model is reshaping retail operations, diving into operational innovation, workforce flexib...
17 Feb 11min
Why Customer Service Experience Is Getting Worse (and How Leaders Can Fix It)
In this interview, he explains why service is slipping despite heavy investment, where AI helps (and where it doesn’t), and the practical steps leaders can take to rebuild CSX from the frontline up. ...
16 Feb 29min
No Breach, Real Risk: The Data Privacy Threats CX Leaders Can’t Ignore
When headlines scream "data leak" but companies claim "no breach," customers are left confused—and trust takes a hit. In this CX Today interview, Ron Zayas, CEO of Ironwall by Incogni, explains why a ...
12 Feb 17min
AI Hype Is Over – Now Contact Centers Need Results
In this CX Today interview, Associate Editor, Rhys Fisher, speaks with Sundeep Boughan, Director of Sales Engineering at Puzzel, to unpack findings from the company's latest State of the Contact Centr...
12 Feb 18min
Modernizing the Contact Center with AI: Rebecca Wettemann on Rethinking Metrics, Handoffs, and Agent Experience
In this CX Today interview, Valoir Principal Rebecca Wettemann explains why time-based metrics like AHT and FCR need a rethink—and what leaders should measure instead, from outcome quality and AI-to-h...
10 Feb 29min
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 au...
9 Feb 20min
