The Hidden Cost of Doing Nothing: What Legacy Systems Really Cost CX Leaders
Steve Blood, VP of Market Intelligence at Five9, exposes the hidden dangers lurking within legacy contact center systems. While many CX leaders view modernization as daunting, Blood argues that standing still is actually the most expensive decision you can make. Blood reveals how on-premises platforms are quietly draining value through lost customer insights, agent frustration, and missed personalization opportunities—what he calls the "hidden cost of the unknown." More critically, he unpacks...
19 Jan 22min
The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily - Operata
Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. When something breaks, customers feel it immediately, but no one has a single end-to-end view of what's actually happening. The result? Blind spots, finger-pointing, and resolution times that damage both revenue and reputation. In this conversation, CX Evangelist Luke Jamieson from Operata breaks down how CX Observability transforms the da...
14 Jan 13min
Beyond AI-Enhanced – What It Really Means to Be AI-Native
Rob Scott sits down with Jami Ferguson, VP of Product at SMG, to explore what it truly means to be an AI native organization. Far from surface-level automation, this is about structural transformation—where AI doesn't just enhance, it drives, adapts, and evolves customer experience strategy from the ground up. If you're tired of AI hype with little delivery, this conversation will cut through the noise and show what real change looks like. Key discussion points: AI-native vs. AI-enhanced: Why...
13 Jan 11min
Trustworthy AI Without the Black Box - Diabolocom
How clarity, sovereignty, and small-model precision are reshaping AI for 2026. In this discussion, host Rhys Fisher sits down with James Scott, Senior Solutions Engineer for North America at Diabolocom, to unpack one of the most pressing issues heading into 2026: How do we make AI truly trustworthy and measurable? With global regulations tightening and organizations demanding clearer ROI, Scott brings a refreshingly transparent perspective on what “good AI” should look like – and why sm...
8 Jan 19min
The Webex Contact Center: 5 Capabilities You Won't Find Elsewhere - Cisco Webex
CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company, to deep dive on the Webex Contact Center. Cisco's cloud contact center platform recently featured as one of only two "Customers' Choice" CCaaS solutions in a recent Gartner Peer Insights study into the space. But, what differentiates it? Mitchell and Kramer unpack five of its most differentiative features, including: Its Agent Experience Suite: From the fundamentals of auto-summaries to the uni...
7 Jan 24min
The Call That Cost a Fortune - Cyara
Every CX leader's nightmare: the one call that went catastrophically wrong. In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses. What You'll Learn: The Real Cost of CX Failures - Beyond refunds: the hidden costs of broken experiences, from team morale to regulatory fines ($14B+ annually)Why Traditional Testing...
30 Dec 202513min
The Future of Customer Support Gets Visual – and Real
Rhys Fisher sits down with Zac Scalzi, Director of Sales at Cobrowse, and Ian Roberts, Director of Care Operations & Technologies at Quicken Inc. Together, they explore how visual intelligence, AI augmentation, and agent-first design are redefining digital customer support. If you're navigating AI adoption, struggling with fragmented customer journeys, or simply want real-world proof of what next-gen support can deliver, this conversation is absolutely worth your time. What happens when a...
24 Dec 202526min
From CX 2025 to 2026: Consumer Insights and the Trends That Will Define the Year Ahead
What if the secret to CX success in 2026 isn’t more automation — but better orchestration between AI and people? In this exclusive interview hosted by Rob Scott, Publisher at CX Today, we unpack the latest Consumer Insights Report from Transcom and explore why CX is now a core revenue driver, not just a support function. Joining the conversation are two powerhouse leaders: 🔴 Jeff Blair, Chief Growth Officer, Transcom 🔴 Cortney Jonas Burnos, VP of Digital & AI Solutions, Transcom Togethe...
24 Dec 202522min
