Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment
Jeannie Walters and Dr. Alyona Medelyan analyze nearly 2,000 airline reviews to reveal why airline CX breaks down.
Rhys Fisher · 2 Jul 2026
The Way You're Measuring CX AI ROI Is Broken
Why ticket deflection is a flawed measure of CX AI ROI and what outcome-based metrics actually look like in practice.
Rhys Fisher · 19 Jun 2026
Retail CX Is Up, But Consistency Is the Real Battleground
Retail customer satisfaction is rising, but inconsistency across peak hours and stores continues to undermine CX performance.
Francesca Roche · 7 May 2026
Roundtable Discussion: Your Data Is Lying to You – And Your AI Is Making It Worse
Four CX leaders get brutally honest about why organizations are drowning in customer data but still can't act on it
Rhys Fisher · 16 Apr 2026
Why Your CX Strategy Is Failing Your Business – And What to Do About It
Jeannie Walters joins CX Today to discuss her new book, Experience Is Everything, and why most companies are treating CX as a buzzword.
Rhys Fisher · 13 Apr 2026
From Feedback to Financial Impact – The ROI of Unified Experience Management
Rob Scott sits down with Josie Gaeckle, Senior Vice President of Client Insights at SMG , to break down how Unified Experience Management is turning data int...
Rob Scott · 1 Dec 2025
How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses
Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy , to unpack how the world of Quality Assurance (QA) is being redefined by AI and con...
Rhys Fisher · 6 Nov 2025
Miratech on AI Mayhem: Five Big Mistakes Companies Are Making with AI
CX Today talks with Miratech's Erik Delorey about the costly mistakes companies keep making with AI, and what CX leaders should watch for before their next rollout.
Rhys Fisher · 19 Aug 2025
Puzzel on AI's Goldmine: Unlocking Real Contact Center Value with Conversational Intelligence
CX Today's Rhys Fisher talks with Puzzel's Jesper Jønsson about how conversational intelligence turns everyday contact center conversations into real business value.
Rhys Fisher · 6 Aug 2025
The Next Generation Virtual Agent: An Inside Look
Watch on YouTube. CX Today’s Charlie Mitchell hosts Jodi Reuven, a Senior Product Marketing Manager at Zoom. The duo presents a deep dive into Zoom’s next-ge...
Charlie Mitchell · 26 Jun 2025
The Current State of Customer Service: A Breakdown
This year, NiCE surveyed 12,000+ consumers and 270 C-suite leaders from enterprise companies. In doing so, the company uncovered many intriguing insights int...
Charlie Mitchell · 11 Jun 2025
Can You Distinguish Between This AI Voice Agent and a Real Person?
Ever wondered if you’re speaking to a real person or an AI-powered voice agent? In this exclusive interview, we sit down with Nikola Mrkšić, CEO of PolyAI to...
Floyd March · 3 Jun 2025
Past Lessons, Future Focus: Navigating the AI Revolution with Content Guru
WATCH ON YOUTUBE As AI continues to transform customer experience, Content Guru is taking a unique approach by looking both backward and forward. In this exc...
Susie Harrison · 22 Apr 2025
From CX 2025 to 2026: Consumer Insights and the Trends That Will Define the Year Ahead
What if the secret to CX success in 2026 isn’t more automation — but better orchestration between AI and people? In this exclusive interview hosted by Rob Sc...
Rob Scott · 8 Jan 2025
Customer Research Strategy that Delivers Optimal Customer Experiences
Watch on YouTube CX Today's Susie Harrison hosts Rema Nasif, Managing Director of Strategy at OneMagnify . In this session, we discuss: What's top of mind fo...
Susie Harrison · 9 Oct 2024
Proactive & Predictive Customer Support: How Lenovo Achieved It (CX Trends)
Watch on YouTube. CX Today's Charlie Mitchell hosts Rebecca Achariyakosol, Executive Director of Global Product Services Strategy, Portfolio & Product Manage...
Charlie Mitchell · 1 Jul 2024
Conversational Intelligence: Uncovering Insights for Better CX Outcomes - #CXTrends24
Watch on YouTube. CX Today's Susie Harrison talks to Peter Isaacson, CMO of Invoca . The video forms part of our Big CX Trends series, where we deep dive int...
Susie Harrison · 1 Jul 2024
evaluagent Unveils Its Predictive NPS Score (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Ben Cave, Product Director at evaluagent , for the latest in our Big CX Update series. The video forms p...
Susie Harrison · 1 Jul 2024
Intermedia Rethinks Contact Center Sentiment Analysis, Discusses Its Roadmap (Big CX Update 2024)
Watch on YouTube. CX Today's Charlie Mitchell hosts Robert Oscanyon, Senior Director of Product Marketing for CCaaS at Intermedia. The video forms part of ou...
Charlie Mitchell · 1 Jul 2024
Optimizing Patient Outcomes Through CX Data Analysis w/ Arkansas Foundation for Medical Care
CX Today's Charlie Mitchell hosts Nathan Ray, SVP of Business Operations at Arkansas Foundation for Medical Care (AFMC). Broadcast from CCW 2024 in Las Vegas...
Charlie Mitchell · 7 Jun 2024
limehome Embraces Experience-Led Growth, Hikes Its NPS Rate By 22%
Watch on YouTube. limehome's lifted its NPS score by an impressive 22 percent after embracing an experience-led growth strategy. To dive deeper into how the ...
Charlie Mitchell · 15 May 2024
Generative AI In Conversational Analytics: A Demo & Discussion
Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Orti...
Charlie Mitchell · 12 Mar 2024
Voice 2.0 and the Rise of Intelligent Voice in CX
Watch on YouTube. Discover the exciting frontier of Voice 2.0 and the rise of Intelligent Customer Experience (CX) in our recent webinar. Join Rob Scott from...
Rob Scott · 16 Jan 2024
Heineken Introduces Its Customer-Centric Approach and Data Strategy
Watch on YouTube. CX Today's Charlie Mitchell hosts Lalo Luna, Global Strategy & Insights Leader at The HEINEKEN Company . We consider Heineken's evergreen s...
Charlie Mitchell · 31 Jul 2023
AI-Enabled Analytics – Picking Insights That Matter
Watch on YouTube CX Today's David Dungay hosts Zac Sprackett, Chief Product Officer, SugarCRM as part of our CX Trends series. During this session, we discus...
David Dungay · 10 Jul 2023
Big CX Update: MiaRec
Watch on YouTube. Tatiana Polyakova, COO of MiaRec , joins Kieran Devlin of CX Today for the latest session in our Big CX Update series. Polyakova provides a...
Kieran Devlin · 10 Jul 2023
Big CX Update with Sabio
Watch on YouTube In this video for our Big CX Update Series, CX Today's Charlie Mitchell talks to Tom Mullen, Chief Product Officer at Sabio . During the ses...
Charlie Mitchell · 10 Jul 2023
Topic & Sentiment Analysis In the Contact Center: Definitions, Use Cases, & Benefits
Watch on YouTube. CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec. We consider the topic and sentiment analysis in the conta...
Charlie Mitchell · 22 Jun 2023
5 Value-Adding Conversational Intelligence Use Cases for Contact Centers
Watch on YouTube. CX Today's Charlie Mitchell hosts Tatiana Polyakova, Chief Operating Officer at MiaRec . We discuss five contact center use cases for conve...
Charlie Mitchell · 15 Jun 2023
Assessing the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023
Watch on YouTube. CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. In this session, we evaluate the Gartner Magic Quad...
Charlie Mitchell · 21 Mar 2023
The Wrong and Right Ways to Implement Voice Automation
Watch on YouTube . Patrice Mattez and Peter Broeckx of AudioCodes join CX Today's Charlie Mitchell to discuss how businesses can better implement voice autom...
Charlie Mitchell · 29 Nov 2022
The 2022 Global Consumer Trends Report with Bruce Temkin
In this session, we discuss the following four trends, uncovered within The 2022 Global Consumer Trends Report: Customers have had enough, and they are willi...
Charlie Mitchell · 11 Aug 2022
10 Speech Analytics Use Cases for the Contact Centre and Beyond
Watch on YouTube . CX Today's Charlie Mitchell hosts Andrew White, CEO, Contexta360 . In this session we introduce the following speech analytics trends: 1) ...
Charlie Mitchell · 23 Feb 2022
Protecting Customer Data in the Face of Cyberattacks
Watch on YouTube. In this session we discuss the following: What companies can do to protect themselves from ransomware and malware attacks How well-equipped...
William Smith · 22 Dec 2021
CallMiner: Conversation Analytics Platform & Fall Release News
Watch on YouTube . In this session we discuss the following: An introduction to CallMiner's conversation analytics platform The top key updates that were inc...
Carly Read · 2 Nov 2021
Enghouse Interactive's Top CX Tips for National Customer Service Week
CX Today's Carly Read hosts Jeremy Payne, International VP at Enghouse Interactive . In this session we discuss the following: Top tips for businesses for Na...
Carly Read · 4 Oct 2021
CallMiner's Eureka Platform and Managing Cross-Channel Conversations
Watch on YouTube . In this session we discuss the following: Introduction to the CallMiner Eureka Platform The key is to managing customer conversations acro...
Carly Read · 7 Jun 2021
Automating Conversations in CX
Watch on YouTube. In this session we discuss the following: Why it’s so important for businesses to automate conversations in CX How predictive and real-time...
Carly Read · 12 Apr 2021
How Speech Recognition is Accelerating the Enterprise
Watch and subscribe on YouTube . In this session we discuss the following: How mobile technology is influencing customer expectations of interactions with se...
Clare Muscutt · 23 Oct 2020
The Future of Interactions Analytics is Here
UC Today's Rob Scott hosts Jonathan Wax, Vice President of EMEA for NICE Nexidia to discuss how can AI assist quality assurance in a contact centre environment
Rob Scott · 26 May 2020
Omni-Channel Analytics - Data Driven CX
UC Today's Rob Scott hosts Anand Janefalkar, CEO and Founder at UJET to discuss the challenges for CX leaders today, in an omni-channel world
Rob Scott · 20 May 2020
Speech Recognition can Save the Contact Centre
Watch and subscribe on YouTube . Rob Scott hosts Jeff Palmer, VP of Sales at Speechmatics and Mark Summerson, VP of API Partners at Vonage . In this session ...
Rob Scott · 3 Apr 2020
Red Box and Tethr Announce New Partnership
Tethr, one of the leading providers of cloud-based conversation analytics, recently announced their partnership with Red Box, a leading voice specialist. Tet...
Rebekah Carter · 3 Jul 2019
Cisco vs. Microsoft - Which Team are you on?
In my recent article I talked about the future of Unified Communications and the concept of UC 3.0 , I talked about a refreshed framework for comparing unifi...
Rob Scott · 17 May 2019
Reading Between the Lines of Your Conversations - Explaining Kono
Kono is your AI-powered virtual assistant, integrated with Slack, Office 365, and Google. Just cc-in Kono on your conversations.
Rob Scott · 23 Oct 2018
Call Recording & GDPR: Staying on the Right Side of the New Regulations
Governed by an interlocking web of data protection and privacy laws, what you can and cannot record, and what you can do with the recordings, depends on various factors such as what industry you are operating in and more.
Rebekah Carter · 8 Jun 2018
8x8 Contact Centre Review: Removing the Clutter to Boost Performance
8x8’s answer is Virtual Contact Centre, a cloud contact centre solution which promises everything a contact centre operation requires, all in a single integrated platform.
Ian Taylor · 20 Sept 2017
Oak Clarify Review: Bringing Clear Insight to Call Recording
Clarify offers to do something similar with call recording. In doing so, Oak claims that Clarify fully serves what it sees as the three main reasons people buy call recording: dispute resolution, compliance and monitoring & training.
Ian Taylor · 2 Jun 2017
Oak Evolve Review - Single Pane of Glass Call Analytics and Management
Oak Review - Single Pane of Glass Call Analytics and Management with Oak Evolve - in depth historical reports on call management available at the touch of a button.
Ian Taylor · 2 May 2017
Amazon Connect Review - New Contact Centre in the Cloud Announced
Not long after 'Chime' was announced, Amazon join the contact centre as a service (CCaaS) crowd with their new 'Connect' solution
Rob Scott · 29 Mar 2017