Third-party AI risk: the vendor questions CX must ask (before procurement signs)
Find out why leaders are rushing into AI under pressure from boards, competitors, and vendors, often without truly understanding how it works or putting the right guardrails in place. Adrian explains ...
3 Feb 32min
The Death of Hold Music Why Waiting on the Line Is Over - Zendesk
Waiting on hold has become a cultural meme for a reason. People now experience “instant” everywhere else, food deliveries, banking, streaming. So when support asks them to wait, it doesn’t feel normal...
3 Feb 26min
Redundancy Without Waste: The Smarter UCaaS and POTS-Dependent Devices Backup Strategy - Tango Networks
In this interview, Kristian McCann speaks with Lathan Lewis, Head of Products at Tango Networks, about a challenge every IT leader faces: keeping communications online without overspending. Throughout...
28 Jan 14min
Who's Really Calling? The Rise of AI Customers - TTEC Digital
For years, the CX industry has obsessed over deploying AI to serve customers better. But a seismic shift is already underway and most contact centers aren't prepared for it. Customer-initiated AI agen...
27 Jan 16min
Big CX Update: How Tata Communications Is Transforming Customer Interactions with AI
In this episode of CX Today, host Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications, to explore how modern enterprises are transforming cu...
21 Jan 23min
Sabio Gets Real About WFM: Why Spreadsheets Are Killing CX Strategy
Rhys Fisher, Associate Editor at CX Today, sits down with Scott Doherty, WFM Consultant at Sabio, to unpack how workforce management has evolved from a back-office numbers game into a strategic lever ...
19 Jan 17min
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 standi...
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 imm...
14 Jan 13min
