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
The AI Arms Race: Uncovering the Billion-Dollar Shift in Contact Centers
Rhys Fisher sits down with James Hughes, VP of Solutions at Sabio, to explore what’s really happening behind the scenes of AI’s rapid rise in the contact center world. With more than two decades of i...
4 Feb 19min
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
