CX Today

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.

In this episode of CX Today, host Kieran Devlin sits down with William Rubio, Chief Revenue Officer at CallTower, and Joe Bigio, SVP of CCaaS, CX, and Conversational AI at Inoria, to explore how the strategic merger between the two companies is reshaping the CCaaS landscape. With over 50 years of combined experience, Rubio and Bigio unpack the real-world challenges organisations face when deploying CCaaS and AI — and how their combined forces are making smarter, more integrated communications solutions a global reality.With the acquisition of CX and AI specialist Inoria, CallTower is going beyond UCaaS — offering global, end-to-end CCaaS solutions designed for real business outcomes. In this insightful conversation, William Rubio and Joe Bigio reveal how their partnership is already delivering measurable value to IT and CX leaders overwhelmed by complexity, hype, and vendor sprawl.Watch this video to learn:🔹 Why the Inoria acquisition fills a critical services and consulting gap in CallTower’s portfolio🔹 Where organisations continue to struggle with multichannel CX, CRM integration, and AI deployment🔹 How CallTower-Inoria helps decision-makers cut through the noise to make confident, strategic CCaaS choices🔹 What the next 12 months look like for the partnership — including a truly global, unified UC+CCaaS strategyNext Steps:👉 Watch the full video to hear how CallTower and Inoria are guiding CX leaders toward clarity and success.👉 Visit CallTower’s website to access their conversational AI vendor matrix and explore global deployment options.👉 Reach out to the CallTower-Inoria team to discuss your organisation’s CCaaS and CX strategy.

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?

How Graia is tackling the $75B empathy gap in customer experience. In this interview, CX Today Deputy Editor Rhys Fisher sits down with Sahil Rekhi, CRO at Graia, to discuss how the company is reimagining customer experience by blending AI empathy with agent empowerment. With decades of industry expertise and a bold vision, Graia aims to close the gap between automation and authentic human interaction. Customer experience is evolving fast – but too often, technology investments fail to deliver real value. In this interview, Graia’s CRO Sahil Rekhi breaks down why empathy-driven AI is the missing link and how Graia’s platform is setting a new standard for both customers and agents. What you’ll learn in this interview: Why most AI deployments stall at pilot stage, and how to avoid the trap. How Graia’s Agentic Experience Platform blends omni-channel, opti-channel, and multimodal interactions. The role of AI-powered empathy in reducing attrition, boosting CSAT, and driving revenue growth. Why the future of CX isn’t about AI replacing humans, but empowering them. By the end, you’ll see why Graia believes empathy isn’t just a buzzword; it’s a competitive advantage that could reclaim billions in lost revenue. Next Steps: Watch the full interview to see Graia’s approach in action. Subscribe to CX Today for more exclusive insights. Explore Graia’s platform to discover how empathy-driven AI can transform your CX strategy.

A new era for contact center training and live support – minus the analog mess. In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, to explore how the company’s Agent Assist headset solution is revolutionizing agent training and real-time support in contact centers. Analog training tools in digital contact centers? Cyber Acoustics says no more. In this deep-dive interview, CEO Thor Mitskog walks Rhys Fisher through the story, tech, and impact behind Agent Assist – a next-gen headset solution designed to replace outdated systems and empower agents beyond onboarding. Watch to find out how Agent Assist: - Eliminates outdated QD cables with sleek, fully digital USB headsets - Enables live, in-call coaching without transferring calls, so agents learn as they go in real-time. - Builds long-term agent expertise by allowing them to hear how supervisors resolve issues, every time. - Boosts audit readiness by giving clients flexible access to monitor any agent’s live calls. Next Steps:  Want to see Agent Assist in action? Check out the live demo featured in this video. Visit the Cyber Acoustics website to learn more: https://www.cyberacoustics.com/Drop your thoughts in the comments. How would real-time coaching change your contact center?

How ComputerTalk is embedding trust, transparency, and airtight security into the customer experience. In this CX Today interview, Deputy Editor Rhys Fisher sits down with Jennifer Sutcliffe, Vice President of Operations and Control at ComputerTalk, for an in-depth discussion on data protection and compliance in the contact center space. Jennifer unpacks the layered approach ComputerTalk takes to security, while offering expert insights into emerging trends like AI regulation and data sovereignty.  What does real trust look like in a digital contact center? For Jennifer Sutcliffe and the team at ComputerTalk, it’s about building compliance into the DNA of every customer interaction. In this episode, we dig into how today’s security practices can fuel, not frustrate, the customer experience. Key discussion points include: - Why data protection is foundational to CX, and not just a legal checkbox. - How ComputerTalk’s “three-pronged” approach protects data without disrupting the agent or customer journey. - The shift toward data sovereignty and growing skepticism of public cloud models. - Predictions on how AI will both challenge and bolster data security frameworks in the years ahead. Next Steps: Watch the full interview to uncover how secure CX is evolving. Visit computer-talk.com to explore their compliance-ready contact center platform. #CX #Compliance #DataProtectionSubscribe to CX Today on YouTube for more expert conversations from the frontline of customer experience.

Calvin Hohner, Lead Product Manager at Dialpad, dives into the transformative power of agentic AI. Unlike traditional chatbots, this AI can autonomously handle tasks like patient verification and appointment rescheduling. Calvin explains why voice is becoming the preferred interface for natural interactions and how agentic systems enhance seamless support. He emphasizes the importance of focusing on real-world applications to define value and drive ROI, making a compelling case for modern customer experience strategies.

Sean Taylor, the Global CEO of Content Guru, shares insights on navigating the AI revolution and the Brain 2050 initiative. He reflects on whether past AI predictions were accurate and speculates on what customer experience will look like in 2050. Taylor highlights near-term AI developments crucial for CX leaders, including omni-channel strategies and data insights. He debunks common misconceptions and introduces the intriguing concept of 'AI alcohol' at Brain 2050, demonstrating the creative potential of AI in enhancing experiences.

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by four prominent CX analysts to dissect each story. In this edition, our CX experts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirShelly Kramer, President & CEO at Kramer & CompanyFinbarr Begley, Senior Research Analyst at Cavell 

From omnichannel excellence to AI-driven automation, XCally’s Sales Director Marco Pasculli breaks down the next big shifts in customer experience.  In this episode, Rhys Fisher, Deputy Editor at CX Today, is joined by Marco Pasculli, Sales Director at XCally. The pair dived into the hottest trends in the contact center, including reshaping CX, AI automation, and the CRM-CCaaS convergence. Marco shares exclusive insights into how businesses can future-proof their customer interactions.  The contact center landscape is evolving fast, and businesses must keep up or risk falling behind. In this exclusive interview, Marco unpacks the key trends driving change and how companies can leverage new technologies to create seamless customer experiences.