CX Today

Rebecca Wettemann, Principal at Valoir and CX metrics expert, explains why time-based contact center metrics are obsolete. She highlights measuring outcome quality, AI-to-human handoffs, coaching adoption, agent trust, and effective escalation. Short, sharp takes on modern data architecture, workload monitoring, and using AI to improve agent experience and recognition.

Jim Eckes, founder of TieTechnology and CRM/phone integration specialist. He discusses why AI-first CX rollouts are failing. He explains how unintegrated systems and rushed automation lead to layoffs and poor service. He outlines why CRM-phone integration can beat costly AI and when to add AI after fixing foundations.

James Hughes, VP of Solutions at Sabio with 20+ years in contact centre AI, breaks down where real value lives. He talks about the financial upside of AI, why feature-chasing fails, and Sabio’s outcomes-based pay-for-value approach. You’ll hear about a pragmatic Inform, Transform, Perform framework, fast intent-capture proofs, and the fine line between helpful personalization and intrusive data use.

Adrian Swinscoe, Founder of PunkCX and customer experience strategist focused on responsible AI, breaks down third-party AI risk in CX. He explores agentic AI, cloud complexity, data and governance questions to ask vendors. Short, practical takes on why brands get blamed, how to work with security and procurement, and why a slow, trust-first approach wins.

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. It feels like outdated plumbing.In this CX Today video, Rob Wilkinson sits down with Nuri Goj, Director of Platform Architecture for Zendesk Contact Center, to unpack what’s really happening inside the queue. From repeat contacts and KPI trade-offs to agent burnout and “AI theatre”, this is a grounded conversation about what it takes to remove uncertainty and reduce avoidable demand.What you’ll take away:Why hold time isn’t neutral, it creates churn, repeat calls, and public complaintsThe hidden cost of “queue economics”: staffing spikes, escalations, and conflicting KPIsWhy customers arrive to agents looking for justice, not help, and what that does to frontline teamsWhere “zero wait” works best (high-volume, repeatable intents) and where it needs human judgementThe difference between bolt-on bots, hyperscaler DIY, and integrated service AIWhy integration is the line between a helpful conversation and a resolved issueWho should watchHeads of CX, Contact Centre Directors, COOs, and Customer Success leadersIT and digital leaders responsible for service platforms, data, and governanceCX marketing and ops teams looking to reduce repeat work and improve resolution

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 the talk, Lewis unpacks how companies can ditch dual UC platforms and aging copper lines - and still achieve flawless business continuity.Key takeaways:Why maintaining duplicate UC platforms and legacy POTS lines drains budgets and resources.How “Mobile Network as a Service” enables real-time continuity - even if your UC platform suffers an outage.Practical steps to replace aging analog infrastructure with VoIP or cellular-powered alternatives.How mobility integration enhances security, efficiency, and end-user experience under IT control.Next steps:Explore modern mobility solutions like Tango Networks’ Tango Extend to consolidate continuity across platforms.

Wayne Kay, Regional VP of Sales Leadership EMEA at TTEC Digital, helps organisations prepare for AI-powered customers. He discusses how AI agents are now calling contact centres, a US bank’s surprise AI debt negotiation, why current authentication fails, and the need for sandboxing and cross-functional trust to build AI-customer readiness.

Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications with over 26 years of experience, shares fascinating insights on redefining customer experiences in an AI-driven landscape. He discusses how AI is revolutionizing both customer and agent journeys, emphasizing the need for unified platforms and omnichannel orchestration. Gaurav also highlights Tata's commitment to customer obsession and ethical practices, and explains innovative strategies for scaling AI responsibly and improving agent productivity, paving the way for the next generation of intelligent CX.

In this engaging discussion, Scott Doherty, WFM consultant at Sabio, emphasizes the evolution of workforce management from a back-office task to a strategic powerhouse for customer experience. He highlights how omni-channel complexities and hybrid work have rendered traditional spreadsheet models ineffective. Scott shares insights on the importance of AI as a supportive tool rather than a replacement for human judgment. With agent-centric strategies and real-time adjustments, he explains how to enhance agent wellbeing while driving better performance in contact centers.

Steve Blood, VP of Market Intelligence at Five9, dives into the hidden dangers of legacy contact center systems. He emphasizes that doing nothing can be the costliest choice for CX leaders, citing lost insights and missed opportunities as major pitfalls. Blood explains the importance of aligning IT and CX efforts and highlights the upcoming EU AI Act as a game-changer for technology strategies. With actionable advice, he advocates for empowering agents and building a solid business case for AI migration, making a compelling case for those hesitant to modernize.