Inside Agentforce Contact Center: The New "AI Plus Human" Workforce
If your AI agent fails, customers escalate to a human and you “pay double.” In this CX Today interview, Gautam Vasudev, SVP Agentforce Contact Center at Salesforce, breaks down what CX leaders should ...
26 Mars 22min
Cutting Through the AI Hype: Here's How to Actually Measure What Matters
Rhys Fisher, Associate Editor at CX Today, sits down with Rémi Guinier, Head of AI Product at Diabolocom, to tackle one of the most pressing challenges in customer experience right now: the gap betwee...
26 Mars 22min
Adobe’s CEO Is Out – What Will Happen to the CX Empire He Built?
In this discussion, host Rhys Fisher, Associate Editor at CX Today, sits down with Liz Miller, VP and Principal Analyst at Constellation Research, for a reaction to one of the biggest leadership stori...
17 Mars 16min
AI Hype vs Customer Reality: The State of CX in 2026
If you think you understand what customers expect in 2026… this conversation might surprise you. In this episode, Rob Wilkinson sits down with customer service and experience expert Shep Hyken to unpa...
16 Mars 28min
60-70% of Your Contact Center Calls Could Already Be Handled by AI. So Why Aren't They?
Simon Leyland on $50k MDF, agentic AI in the contact center, and why “bold and fast” is the only strategy that makes sense in 2026. In this discussion, Associate Editor Rhys Fisher sits down with Si...
12 Mars 19min
Human-First AI: Why SMBs Should Rebalance, Not Replace
A recent Gartner report suggests that by 2030, generative AI could cost more per customer interaction than a live human agent. What does that mean for small and midsize businesses? In this episode of...
10 Mars 7min
Stop Chasing AI Hype and Start Delivering Real Outcomes
Rhys Fisher, Associate Editor at CX Today, sits down with Kevin McGachy, Head of Solutions at Sabio, to cut through the AI noise that's plaguing contact centers. If you're tired of flashy AI demos tha...
10 Mars 16min
Why “Bolt-On AI” Is Killing CX ROI
AI may be everywhere in customer experience, but according to Bloomreach CEO and Co-Founder Raj De Datta, much of it still falls short of delivering real business impact. Speaking to CX Today, De Datt...
6 Mars 11min
