CX Today

Sharath Narayana, CEO and co-founder of Sanas, brings his engineering expertise and passion for speech AI to the forefront. He dives into how real-time speech synthesis and accent harmonization are revolutionizing customer experiences. Sharath shares the poignant story behind Sanas, aiming to eliminate bias in communication. He emphasizes the importance of empathy and trust while explaining how his company empowers agents rather than replacing them with AI. With a focus on human-centered design, Sharath envisions a future where technology enhances understanding.

CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space.Five prominent CX analysts join the panel to dissect each story. In this conversation, those analysts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirShelly Kramer, President & CEO at Kramer & CompanyMichael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchFinbarr Begley, Senior Research Analyst at Cavell During the discussion, they touch upon the following four news stories:💸 Genesys Announces $1.5BN in Investment from Salesforce and ServiceNow 💸Our panellists react to Genesys's $1.5BN in funding from two CRM giants, unpacking what it means for the market and future CCaaS-CRM integrations. 🤝 NiCE Agrees $995MN Acquisition of Cognigy 🤝Cognigy is one of many conversational and agentic AI providers. So, why has NiCE broken the bank to acquire it? The analysts break it down. 🚶‍➡️Five9 CEO Departs, Alongside Three Senior Execs🚶‍➡️Five9 is in a state of flux. But, will it emerge in a better or worse position? The analysts share their take. 🕊️ Salesforce to Acquire Bluebirds 🕊️Switching attention from service to sales, the industry experts break down Salesforce's acquisition and how its customers may benefit. Stay up to date with the latest in the CX space by subscribing to our newsletter, visit: https://www.cxtoday.com/accountHosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #genesys #nice #five9Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our Twitter and LinkedIn pages.For more Customer Experience tech news, visit: https://www.cxtoday.com

Katie Stabler, founder of CULTIVATE, and Paul Hughes, Head of CX Sales at Mitel, discuss the pitfalls of customer journey mapping. Stabler highlights that bias and poor data can derail these efforts, urging organizations to unify around customer experiences. Hughes emphasizes the dangers of siloed technology, advocating for integration to enhance visibility. They explore how mindful AI use can build trust and assert that customer experience should be a cultural movement, not just a tactical project, for lasting success.

Tom Eggemeier and Jonathan Barouch unpack the AI-first contact center revolution—and why the real disruption is only just beginning.🎙️ Introduction:Contact centers have seen disruption before—but nothing like this. In this forward-looking conversation, Rob Scott speaks with Tom Eggemeier, CEO at Zendesk, and Jonathan Barouch, VP & GM of Zendesk for Contact Center, to explore how AI is transforming CX from the ground up. If you think the move from on-prem to cloud was big, Tom argues, "AI is 100 times bigger." This episode dives deep into why that is—and what it means for the future of customer engagement, enterprise operations, and the role of the human agent.📌 Key discussion points include:From Prem to Proactive: Why the AI shift makes the cloud migration look small—and what “AI-first” truly means for customer service.The End of Fragmentation: How Zendesk’s unified resolution platform simplifies tech stacks, integrates AI at the core, and enables smarter agent assistance.Rethinking Metrics & Models: The shift from handle time to resolution, and how AI is changing everything from pricing to KPIs.The Human Role in an AI World: Why agents aren’t going away—but will need to evolve with the complexity of customer interactions.Whether you're a CX leader, a digital transformation strategist, or simply navigating the future of contact centers, this conversation is packed with insight, honesty, and a clear call to action.✅ Next Steps:Interested in reimagining your contact center around outcomes, not just channels? Explore Zendesk’s AI-first platform and start testing today. Learn more at Zendesk.com or reach out for a consultation.

Wajih Kazmi, Senior Product Marketing Manager at RingCentral, shares insights on the company's AI Maturity Assessment designed for contact centers. He explains how this free, 10-minute tool helps businesses evaluate their readiness for AI integration. Kazmi breaks down the five key dimensions of the assessment: interaction channels, data utilization, agent capabilities, resolution effectiveness, and strategic innovation. Participants receive a personalized dashboard, tailored recommendations, and an eBook filled with research insights.

In a rapidly evolving CX landscape, Sabio is making bold moves to prove that measurable customer experience gains are possible in an AI-driven world.In this episode of The Big CX Update, host Rhys Fisher, Deputy Editor at CX Today, speaks with Ioan MacRae, Chief Revenue Officer at Sabio, about how the company is shaping the future of CX with its AI-first approach, customer-centric culture, and global expertise.From high-stakes digital transformations to tangible ROI delivery, MacRae reveals Sabio’s strategy and vision for helping clients achieve brilliant customer experiences every time.Key Takeaways:🔴 Customer-Centric Culture: Why solving real client challenges is at the heart of every transformation.🔴 Global Reach & Local Expertise: How Sabio balances international scale with regional delivery.🔴 AI as a Game-Changer: The role of AI in agent enablement, automation, and customer insights.🔴 Measurable Impact: Shifting the CX conversation from promises to proven ROI.

Mackenzie Ellis, a Solutions Specialist at ComputerTalk, dives into the transformative role of AI in contact centers. She reveals how AI acts as a supportive co-pilot for agents, managing repetitive tasks and enhancing workflows. From real-time coaching to personalized onboarding, AI is reshaping agent experiences. Ellis discusses the importance of trust and transparency among agents, showcasing how AI reduces burnout and boosts efficiency. Together, they explore the future, where tailored dashboards and adaptive coaching elevate the human connection.

CX Today's Charlie Mitchell introduces a rundown of everything Content Guru, a prominent global contact center provider.And who better to have that conversation with than Sean Taylor, CEO of Content Guru.After some friendly intros looking back over Taylor's long tenure in the contact center space, the pair get into the weeds, discussing:🧑‍🧑‍🧒‍🧒 Content Guru's Differentiators in the Crowded Contact Center Space 🧑‍🧑‍🧒‍🧒The CCaaS market is crowded. Taylor underscores where Content Guru stands out, what keeps the vendor relevant, and its approach to innovation. 🚗 Content Guru's Big Wins and Its Enterprise Success Drivers 🚗Winning big contracts has allowed Content Guru to maintain its 20-30% year-over-year (YoY) growth. But, which brands are putting their faith in the vendor, and why? The CEO breaks it down. 👀 Content Guru's Vision for the Future 👀From omni-data to digital customers, Taylor unpacks the direction of customer service and how Content Guru is getting ahead of the curve.  For more on Content Guru and its CCaaS platform, visit: https://contentguru.com/Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contentguru #contactcenters #ccaasThanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our Twitter and LinkedIn pages.For more Customer Experience tech news, visit: https://www.cxtoday.com

Many businesses have poured millions into AI, only to walk away with broken promises and frustration. That’s why this conversation with Miratech’s Erik Delorey is a must-watch for every CX leader. If your AI strategy isn’t outcome-driven, it may already be heading for disaster.In this exclusive CX Today interview, Erik shares sharp insights and battle-tested advice on avoiding the biggest AI pitfalls in customer experience.Key TakeawaysWhy bad data = bad outcomes (and how to fix it)The broken buying process behind AI tech regretWhy legacy coding mindsets clash with the LLM eraHow to redefine “done” in AI projectsBuilding safe-to-fail innovation zones for AIFind out more about Miratech’s services: https://miratechgroup.com/Subscribe for more CX insights: https://cxtoday.com/sign-up/Join our CX community: https://www.linkedin.com/groups/1951190/The future of CX belongs to those who master AI. Are you ready to course-correct your strategy before it’s too late?

Paul Stanczak, VP of Sales at Enghouse and an expert in customer experience technology, shares invaluable insights on navigating the evolving market. He discusses the increasing pressures on customer expectations and emphasizes the importance of focusing on foundational principles rather than chasing trends. Stanczak recommends smart tech investments like seamless self-service and omnichannel access to boost ROI. He also highlights the significance of partnering with reliable vendors for stability and guidance, ensuring customer experiences remain a top priority amidst rapid changes.