CX Today

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.

Luke Jamieson, a CX evangelist at Operata, dives into the complex world of modern contact centers. He discusses how interconnected systems often lead to fragile customer experiences and emphasizes the crucial need for CX observability to eliminate blind spots. Jamieson highlights the pitfalls of traditional monitoring, which fail to answer executive concerns, and illustrates how observability cuts down resolution times. With the rise of Voice AI, he stresses that having a clear view of all processes is now vital for protecting customer satisfaction.

Jami Ferguson, VP of Product at SMG, unveils the essence of being AI-native, emphasizing structural transformation over mere automation. She details how AI-native platforms utilize clean, unified data to revolutionize customer experience. Real-time workflows are showcased, demonstrating enhanced guest recovery outcomes. Jami further argues that adopting AI enables more human interactions by reducing operator cognitive load. She also shares insights on transitioning to AI-native thinking, urging leaders to embrace continuous capability building.

James Scott, Senior Solutions Engineer at Diabolocom, shines a light on the future of AI in customer experience. He emphasizes the importance of clarity and specificity in AI deployments, arguing that transparency leads to better ROI. As regulations tighten, Scott explains how Diabolocom's ownership of its data pipeline ensures compliance and security. He advocates for smaller, specialized models to tackle unpredictability and reduce risk. With tools for measurable performance, he outlines how organizations can trust AI results while scaling effectively.

Shelly Kramer, President and CEO of Kramer & Company, joins the discussion to explore Cisco Webex's Contact Center capabilities. They dive into innovative features like the Agent Experience Suite, which includes burnout detection and AI-powered assistance. Shelly reveals the significance of ThousandEyes for network observability, enhancing remote support. They also discuss Webex's seamless integrations with Salesforce and Microsoft, and how its proactive messaging capabilities empower customer outreach strategies.

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 Fails - 90% of Gen AI projects are stuck in proof-of-concept because organizations can't validate they'll work with real customersThe Trust Erosion Timeline - How customer emotions cascade from frustration to abandonment in minutesThe AI Assurance Gap - Why autonomous agents raise the stakes and require entirely new approaches to testingReal-World Impact - How healthcare providers use Cyara to prevent compliance violations when lives are literally at stakeActionable Advice - What CX and IT leaders can do today to prevent tomorrow's disasters Key Takeaways:$3.8 trillion in avoidable churn due to bad CX67% of customers abandon after just ONE poor experienceMost organizations discover failures through customer complaints—not proactive monitoringPeak moments (Black Friday, open enrollment, holiday travel) are when brands are most vulnerableThe shift from scripted automation to agentic AI requires validation that can match autonomous systems operating 24/7"It's not just a technology problem—it's a trust problem." – Clayton LougéeAbout the Guest:Clayton Lougée is VP of Value Consulting at Cyara, where he helps enterprise organizations build trust in every customer interaction through comprehensive CX assurance strategies. 

Zac Scalzi, Director of Sales at Cobrowse, and Ian Roberts, Director of Care Operations & Technologies at Quicken Inc., share their insights on the evolution of customer support through visual intelligence. They discuss how Cobrowse enhances AI to improve real-time troubleshooting and customer experiences. Ian highlights measurable gains, like reducing average handle time and boosting TNPS, while emphasizing a cautious approach to AI integration. The conversation reveals why visual context is crucial for effective AI, reshaping digital customer interactions.

Join Jeff Blair, Chief Growth Officer at Transcom, and Cortney Jonas Burnos, VP of Digital & AI Solutions at Transcom, as they dive into the evolving landscape of customer experience. They reveal the widening 'experience gap' and argue that success hinges on human-AI orchestration rather than just automation. Discover how connecting CX performance to revenue is crucial for brands and explore effective strategies to evaluate BPO partners. Get insights on where AI is delivering real value and the importance of continuous improvement and upskilling in the AI era.