CX Today

Inside the AI revolution reshaping citizen service – ComputerTalk’s Kyle Birker reveals what’s driving the shift and what comes next. In this CX Today video interview, Deputy Editor Rhys Fisher speaks with Kyle Birker, Head of Sales Operations at ComputerTalk, about the rapidly growing adoption of AI in government contact centers. As citizens demand more convenience and availability from public services, AI is stepping in to transform how agencies respond – often under tight budgets and strict compliance needs.  Governments around the world are finally catching up to the private sector in their use of AI – but not without major hurdles. In this insightful conversation, ComputerTalk’s Kyle Birker joins CX Today’s Rhys Fisher to explore why public agencies are under pressure to modernize and how AI is reshaping service delivery. Key takeaways from the video:🔴 Why surging citizen expectations are pushing government departments to adopt AI. 🔴 The real-world use cases of AI in government contact centers, from chatbots to agent assist tools. 🔴 How agencies can unlock 24/7 services while freeing staff to focus on high-impact tasks. 🔴 The triple challenge of data readiness, trust building, and regulatory compliance – and how to overcome it. Kyle also discusses ComputerTalk’s flexible ICE platform, which allows agencies to "bring their own framework" and deploy AI at their own pace, solving critical integration and security concerns. 📢 Explore how ICE can fit your agency’s AI strategy – visit ComputerTalk's website for platform details: https://www.computer-talk.com/ 🔑 Get in touch with ComputerTalk’s public sector specialists to assess your data and readiness. 🔗 Subscribe to CX Today for more expert insights on AI, contact centers, and digital government evolution.

CX Today's Charlie Mitchell sits down with Zeus Kerravala, Principal Analyst at ZK Research, to explore the CCaaS providers that are leading the pack, and those that are starting to fall behind.However, the conversation goes deeper, with the pair also discussing:⚖️ How to Choose the Right CCaaS Vendor for Your Business ⚖️ The pair dive into the criteria organizations should use when selecting a CCaaS provider, from ecosystem fit to referenceability. Spoiler: there’s no “one-size-fits-all” answer.🏆 Top Performers in the CCaaS Space 🏆From Cisco’s hybrid strengths to AWS’s pay-as-you-go model, Kerravala highlights the vendors excelling across different customer segments.🔻 Who's Falling Behind? 🔻Despite their size and potential, Google and Microsoft haven't yet gone all in CCaaS. Kerravala shares why these tech giants may be missing their market opportunity.For more on the Gartner Peer Insights Voice of the Customer for CCaaS report: https://www.cxtoday.com/contact-center/gartner-peer-insights-voice-of-the-customer-for-ccaas-2025/Dive deeper into the Cisco Webex Contact Center - the Gartner Customers' Choice platform - here: https://www.cisco.com/c/en/us/products/contact-center/index.htmlHosted by Charlie Mitchell, Head of Publication at CX Today – Customer Experience Technology News #ccaas #contactcenters #cloudcommunicationsThanks for watching! Don’t forget to SUBSCRIBE to our channel and join the discussion over on LinkedIn.For more CX technology news, visit: https://www.cxtoday.com

Wayne Anderson, General Manager of Digital Delivery at 2degrees, talks about transforming telecom customer experience with AI. He shares the hurdles encountered while implementing contact center auto-summaries and the valuable lessons learned. Wayne introduces the new Copilot that aids agents with conversation prompts and consolidates knowledge from multiple systems. He anticipates significant improvements in handling time and resolution rates for agents, while also discussing future AI innovations set to elevate customer service.

Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive, dives into the real challenges of AI in customer experience. He discusses the dangers of automating broken processes and emphasizes the necessity of understanding before implementing AI. Simon reveals how automated evaluation empowers quality assurance teams and addresses failure demand, which can be tackled before it impacts customers. He also shares insights on leveraging real-time agent assist tools to enhance onboarding while keeping agents engaged, showcasing AI's potential to drive meaningful results.

Watch host Christopher Carey sit down with Gaurav Anand, VP and Head of Customer Interaction Suite at Tata Communications, to explore one of the most pressing challenges in modern CX - the customer journey black hole. As enterprises strive to deliver seamless, personalized engagement across channels, Gaurav explains how data silos, disconnected systems, and inconsistent experiences threaten customer loyalty and brand value. Tune in as they discuss how unifying CPaaS and CCaaS under one intelligent platform can turn friction into fluidity and elevate the total customer experience.Key discussion highlights:Why customer data “disappears” - how fragmented touchpoints and siloed systems create inconsistent experiences.The power of platform unification - merging CPaaS and CCaaS to enable omni-channel orchestration and seamless AI-to-human handoffs.Real-world ROI - from a 25% improvement in campaign conversions to a 45% drop in return-to-origin orders, unified CX delivers measurable impact.The road ahead - how predictive, personalized, and proactive engagement will define the next frontier of total experience.

Jesper Jønsson, Director of Product for AI at Puzzel, discusses the transformative power of Conversational Intelligence for contact centers. He highlights how recorded interactions serve as untapped goldmines of insights leading to improved customer experiences. Jesper reveals how automated analytics can enhance decision-making and streamline quality assurance processes. He also shares real-world examples of clients benefiting from boosted NPS and reduced AHT, showing how AI can turn cost centers into strategic assets.

Peter Fedarb, a Senior Pre-Sales Consultant at Enghouse Interactive, shares valuable insights into the transformative role of AI and automation in contact center quality assurance. He discusses how AI evaluates every customer interaction, eliminating bias and providing consistent results. Real-time feedback loops allow for immediate coaching and measurable improvements. Fedarb also emphasizes using AI to uncover hidden trends and expand scorecard metrics, paving the way for smarter, more efficient customer experiences.

Joseph Kelly, Solutions Architect at Miratech, shares a practical “lift and shine” mindset: transition what works, minimise disruption for agents and customers, and time change around contracts so you’re not double paying.With CX Today’s Rhys Fisher, we break down how to phase in native features without losing the specialist tools you rely on.Together, they unpack how enterprises can navigate the potential chaos of cloud migrations, including avoiding the common pitfalls and leveraging AI and data to drive true transformation. They also discuss why “continuous enhancement” is the secret weapon behind modern CX ecosystems.If your organization is considering a CCaaS move or struggling with “AI for AI’s sake” watch the conversation and pressure-test your roadmap.

In this insightful discussion, Will Penn, Senior Sales Engineer at Puzzel, tackles the complexities of AI co-pilots in customer experience. He reveals why 95% of AI deployments fail, pinpointing fragmented data and poor planning as key culprits. Will advocates for starting with small, tedious tasks to foster adoption while emphasizing the importance of blending empathy with efficiency in AI solutions. He shares a success story from Help Insurance, illustrating how effective tools can boost compliance and customer interaction. A must-listen for anyone diving into AI!

Derek Corcoran, CEO and founder of Scorebuddy, shares his expertise in transforming Quality Assurance with AI and conversation analytics. He discusses how traditional manual QA processes hinder growth, calling for a shift to AI-powered solutions. Derek highlights the role of conversation analytics in uncovering hidden insights about customer behavior and agent performance. The conversation reveals how AI automation allows evaluators to focus more on coaching and strategic development, ultimately turning QA into a vital source of CX intelligence for organizations.