Episodes
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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.
Key discussion points
Omnichannel Integration & Fragmentation – Why many companies still struggle with true cross-channel connectivity and how XCally solves this challenge.
AI & Automation – From conversational AI to predictive analytics, discover how automation is reshaping customer support.
The CRM-CCaaS Convergence – How CRMs are encroaching on CCaaS territory and what that means for contact centers.
Future-Proofing with Cloud & On-Premise Flexibility – The surprising resurgence of on-premise solutions and the geopolitical factors driving it.
Next Steps
Watch the full interview to gain actionable insights from industry expert Marco Pasculli.
Explore how XCally’s solutions can optimize your contact center experience.
Subscribe to CX Today for more exclusive CX and tech insights. -
Is AI Overhyped... or the Future of EVERYTHING?
Join Susie Harrison from CX Today as she delves into the AI revolution with Sean Taylor, Global CEO of Content Guru. They discuss past predictions, future possibilities (all the way to 2050), and the real impact of AI on Customer Experience.
In this thought-provoking conversation, you'll discover:
🕰️ Did We Get It Right? A look back at AI expectations from 25 years ago – were we even close?
🚀 What Will CX Look Like in 2050? A glimpse into the distant future with a leading futurist
💡 The AI You Need to Know NOW: Practical, near-term AI developments that CX leaders can't afford to ignore.
🤝 Content Guru's 20-Year Journey: How a company built on future-forward thinking is shaping the AI landscape.
🤯 The "AI Alcohol" Experience: You must hear about this unique and thought-provoking concept from Brain 2050
Prepare to have your perceptions of AI challenged and your understanding of its potential expanded
Register your interest in Brain 2050 today! 👉 https://www.contentguru.com/en-gb/abo...
❤️ Tap the like button if this video sparked your curiosity about AI
✅ Subscribe so you don't miss more discussions on the cutting edge of CX
🗣️ What's your biggest question about the future of AI? Share it in the comments below
📰 Stay informed at CXtoday.com for all the latest news and trends in customer experience -
Missing episodes?
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In this interview, Miratech's Matthew Ainsworth dives deep into the current state of CX and the dynamic opportunities emerging in this rapidly evolving landscape.
From the quick rise of CCaaS, to the challenges large enterprises face in adopting cloud technologies, Matthew reveals why CX transformation isn't as simple as just jumping on the AI bandwagon.
With real-time experiences and multi-vendor solutions becoming the norm, discover what businesses need to consider to stay ahead in the game and the complex hurdles of data security and personalization that come with innovation.
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Join Rhys Fisher as he sits down with Derek Corcoran, the CEO and Founder of Scorebuddy, a leading vendor in the quality assessment space.
Derek shares his journey from the telecommunications industry to creating Scorebuddy, discussing how AI is reshaping the customer service landscape and transforming agent performance. This conversation dives into how technology is streamlining the customer experience, offering invaluable insights for anyone interested in the future of customer service operations.
In this exclusive interview, Derek opens up about his background, what drives him, and how Scorebuddy is setting a new standard in the contact center industry. Here's what you'll learn:
The Birth of Scorebuddy: How a need for efficient quality management in contact centers led Derek to develop a comprehensive solution.AI’s Role in Contact Centers: Derek discusses the growing impact of artificial intelligence, from automating evaluations to augmenting human oversight, and how Scorebuddy is leveraging this technology.Customer Success at the Core: With a strong focus on customer satisfaction, Derek explains how Scorebuddy's team is dedicated to ensuring each deployment succeeds and customers see real business impact.The Future of Innovation: Derek shares his perspective on what’s next for the industry and how Scorebuddy is staying ahead of the curve by continuously evolving with new technologies.This interview provides a behind-the-scenes look at the intersection of AI and customer service, highlighting the practical and strategic implications for businesses navigating this exciting transformation.
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In this episode of our Salesforce Update, CX Today's Floyd March hosts two expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:
The Salesforce and Google Partnership
The CRM leader has allowed joint customers to access Google Gemini within Salesforce’s Agentforce platform. The analysts explore why this is so significant.
Agentforce 2dx
The next evolution of the Agentforce platform launched at the beginning of March. The analysts share how 2dx is different from what came before..
Salesforce Hints at a Move Into ITSM Space
Salesforce CEO Benioff teased a move into the ITSM space two times last month. A snipe back at ServiceNow or an inevitable move? The analysts share their perspectives.
The two expert analysts taking on each topic are:
Rebecca Wetteman, CEO & Principal Analyst at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchThanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.
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Watch on YouTube.
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 Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, President & CEO at Kramer & Company Finbarr Begley, Senior Research Analyst at CavellDuring the conversation, they share more insight into each of the three following news stories:
AWS Launches the Next Generation of Amazon Connect
The Amazon Connect relaunch signals a major platform re-architecture, with AWS embedding first-party AI across its CCaaS platform.
Zendesk Debuts a New CCaaS Solution After Acquiring Local Measure
Following Zendesk's acquisition of Local Measure, it introduced a CCaaS solution for the midmarket and above.
Genesys Delays Its Bid to Become an IPO
The Information broke the story, with its sources suggesting that the company chose to do so because of increased "stock market volatility". But are there other reasons.
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You can also join in the conversation on our Twitter and LinkedIn pages.
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CX Today's Head of Content Susie Harrison hosts Cognigy's VP Marketing, Alan Ranger.
With Cognigy’s recent launch of their Agent Ops platform, we dive into how AI and human agents are collaborating to boost efficiency, enhance customer interactions, and tackle high-value tasks - while leaving repetitive work behind.
We also discuss tackling workforce concerns about AI, the skills needed for this new era, and how Agent Ops is redefining workforce management with real-time monitoring, compliance, and scalability - handling 10,000 messages in a minute during a crisis! -
AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact.
Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM at Cisco Webex CX, to dig deeper.
During the conversation, Patel shared practical examples of how the technology is changing the roles of key contact center stakeholders, including:
Contact Center Agents - From gathering customer context upfront to completing post-contact follow ups, Patel discussed how AI is changing the end-to-end service journey.Contact Center Supervisors - Real-time agent management, coaching, reporting... there are lots of AI use cases touching the supervisor role. Patel shares his favorite examples.Contact Center Managers - From data analysis to intraday management, contact center managers may also access an array of new tools. Patel touches on some of these possibilities, too.Customers - The customer is the most critical stakeholder. Beyond virtual agents, Patel discusses how service experiences may change for them, too. -
CX Today's Head of Content Susie Harrison hosts Matthew Ainsworth, Chief Revenue Officer at Miratech, for a deep dive into his professional background, life at Miratech, and what's next for contact centers and CX.
Matthew shares insights into Miratech’s evolution in CX solutions, their innovative approach to cloud-based managed services, and how they’re helping enterprises navigate the complexities of AI, cloud migration, and next-generation contact centers. From his passion for constant learning in a fast-evolving tech landscape to the unique, relentless culture at Miratech, Matthew offers a behind-the-scenes look at what drives the company forward.
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Watch on YouTube.
In this episode of our Salesforce Update Show, CX Today's Charlie Mitchell hosts three expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:
Salesforce Lays Off 1,000 Employees
The CRM leader has reportedly laid off 1,000 employees amid hiring more staff to sell Agentforce. Does this suggest Salesforce is reorientating its whole business? The analysts share their takes.
1,000+ Confirmed Agentforce Deals
Salesforce recently announced that it has already won over 1,000 Agentforce deals. Here, the analysts share some of the experiences of the platform's early customers.
Salesforce & Co. Release an AI Energy Score
Built with Hugging Face, Cohere, and Carnegie Mellon University, Salesforce launched a new AI Energy Score benchmarking tool. But, how does it work, and why does it matter?
The analysts tell all. The three expert analysts taking on each topic are:
Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirMichael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchThanks 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.
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Discover how real-time translation, accent smoothing, and AI-powered agents are redefining customer service.
Join Rhys Fisher, Deputy Editor at CX Today, as he delves into the future of AI in contact centers with Davit Baghdasaryan, Co-founder & CEO of Krisp, and Wayne Butterfield, AI & Automation expert at ISG.
The trio explores the next-gen AI technologies shaping 2025, including real-time translation, groundbreaking accent smoothing innovations, and AI-powered agents. Whether you're in customer service, tech, or business strategy, this is a must-watch discussion on the evolution of AI in CX and the contact center.
How is AI transforming the contact center industry? In this insightful discussion, industry leaders reveal the AI advancements set to redefine customer interactions in 2025.
Real-Time AI Translation: Krisp’s cutting-edge interpreter tech removes language barriers in customer serviceAccent Smoothing Technology: Enhancing global communication by making conversations clearer and more naturalAI-Powered Agents: The rise of digital co-workers assisting human agents for faster, smarter serviceWhy It Matters: From seamless multilingual interactions to AI-boosted efficiency, these innovations are set to reshape customer experience. Tune in to get ahead of the curve! -
In this exclusive CX Today interview, Rhys Fisher, Deputy Editor, sits down with Thor Mitskog, CEO of Cyber Acoustics, to discuss how the company is transforming communication in call centers with cutting-edge headset technology.
As the demand for better customer support grows, Cyber Acoustics is leading the way with audio solutions that address common issues in call centers – from agent training to background noise. Their latest innovations offer real-time agent monitoring and AI-powered noise cancellation, providing businesses with tools to enhance both agent performance and customer experience.
Cyber Acoustics is redefining the headset market with innovations designed for today’s high-demand call center environments. With a focus on comfort, performance, and real-time solutions, Cyber Acoustics has developed products that tackle key challenges head-on.
In this in-depth conversation, Thor Mitskog reveals:
Training Made Easy: Real-time agent monitoring allows managers to listen in on calls and offer guidance without interrupting the conversation.AI-Powered Noise Cancellation: Their latest headsets block out even the loudest distractions, enhancing call quality and agent focus.The Comfort Factor: Multiple iterations of headsets ensure a perfect fit for every employee, making them more likely to stay compliant and engaged.Future Innovations: From AI-driven improvements to video conferencing solutions, Cyber Acoustics is focused on expanding its product line to support a wider range of communication needs. -
CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.
He's joined by five prominent CX analysts to dissect each story.
In this edition, our CX experts include:
Zeus Kerravala, Principal Analyst at ZK Research Shelly Kramer, President & CEO at Kramer & Company Nicolas de Kouchkovsky, Principal Analyst at CaCube Consulting Derek Top, Senior Analyst at Opus Research Finbarr Begley, Senior Research Analyst at Cavell GroupDuring the conversation, they share more insight into each of the three following news stories:
Avaya to Stop Supporting CCaaS Clients with Fewer Than 200 Seats
Avaya will stop serving public cloud contact centers with fewer than 200 seats. It's also discontinuing its SIP Trunking CPaaS cloud services. The analysts discuss: how did we get here, and where should affected customers look next.
Google's New Bot That Makes Customer Service Calls for You
Google is testing an "Ask for Me" bot for its search engine, which will talk to customer service on behalf of customers. It has also filed a patent for an on-device chatbot that will take outbound calls for consumers. The analysts consider whether these innovations will beckon a future of machine-to-machine customer service.
Zoho Is the Latest Enterprise Tech Giant to Announce AI Agents
Alongside a CEO change, Zoho released AI agents while teasing low pricing as a key differentiator. The analysts mulled over the news while pinpointing other major talking points in the tech giant's agentic AI approach.
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You can also join in the conversation on our Twitter and LinkedIn pages.
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Join CX Today's Floyd March and Zeus Kerravala, Principal Analyst at ZK Research, as they explore the key takeaways from Cisco Live 2025 EMEA.
From AI-driven customer service to network security, here’s what they discussed:
Webex AI Agent: Now generally available, this AI-driven agent offers autonomous, human-like interactions and supports multiple languages.AI Assistant for Webex Contact Center: Also generally available, this feature helps agents by summarizing conversations, providing real-time transcriptions, and offering suggested responses.Smart Switches with Data Processing Units (DPUs): Cisco’s smart switches incorporate DPUs to offload security functions, ensuring secure and efficient networking, particularly as AI-driven breaches increase.EMEA's Role in the AI Evolution: With AI adoption accelerating globally, Kerravala discusses the need for Europe to step up its game to avoid falling behind in the AI race.Thanks 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.
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In this exclusive CX Today interview, Rhys Fisher, Deputy Editor, sits down with Anthony Canoso, Head of Customer Experience at Krisp, to discuss a groundbreaking advancement in AI-driven language interpretation.
With the rapid evolution of contact center technology, Krisp’s AI Live Interpreter is redefining multilingual customer support – eliminating wait times, reducing costs, and enhancing customer satisfaction.
The future of seamless, real-time language interpretation is here. Krisp’s AI Live Interpreter eliminates the inefficiencies of traditional translation services, allowing agents to instantly communicate with customers in 27+ languages.
In this insightful discussion, Anthony Canoso reveals:
How It Works: No integrations, no delays – Bidirectional AI translation at the push of a buttonThe Business Impact: Dramatically cuts costs and improves customer satisfaction (CSAT)Enterprise-Ready Features: Scalable, secure, and fully compliant with global regulationsWhat’s Next: More languages, custom vocab, and IVR integration on the horizon -
CX Today's Charlie Mitchell hosts Simon Adnett, VP of Sales - UK&I / EMEA at Enghouse Interactive.
We introduce a host of contact center trends for 2025. Before focusing on four specifically:
1. Generative AI & Knowledge Management: Learn how these two game-changing technologies are converging to improve first contact resolution and create smarter agent workflows.
2. Conversational Intelligence: Discover why this once enterprise-exclusive technology is now more accessible and how it can deliver deep insights into customer sentiment.
3. Agent Assist: Hear Simon’s take on how real-time support tools powered by AI are helping agents handle complex queries while combating burnout.
4. Automated QA: Explore how advancements in quality assurance now provide smarter evaluations, reducing costs and driving better customer interactions.
Simon also dives into the nuances of why these trending tools are gaining traction, the challenges they solve, and their impact on the contact center of the future.
Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contactcenters #ccaas #enghouse
For more Customer Experience tech news, visit: https://www.cxtoday.com -
Watch on YouTube.
CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.
He's joined by six prominent CX analysts to dissect each story.
In this edition, our CX experts include:
Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Simon Harrison, Founder & CEO of Actionary Finbarr Begley, Senior Research Analyst at Cavell GroupDuring the conversation, they share more insight into each of the three following news stories:
ServiceNow to Hire Up to 3,000 Employees
ServiceNow - which also acquired CueIn in January - plans a hiring spree to support its growth, AI innovation plans, and meet customer demands.
Verint Quietly Acquired Four AI Providers in 2024
The contact center stalwart rolled up Cogito, Fonolo, and two unnamed tech providers to support its specialized bot strategy.
Microsoft Makes Big Moves In the Contact Center Space
The enterprise tech giant declared "customer service is broken" in a report, offered a 30-day free trial of its CCaaS platform, and announced native AI agents for it.
Stay up to date with the latest in CX space by subscribing to our newsletter.
Thanks 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.
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In this engaging discussion, Rhys Fisher, Deputy Editor of CX Today, chats with Thor Mitskog, President of Cyber Acoustics, to explore the evolving role of acoustic technology in modern contact centers. Thor reveals the thought process behind their latest headset launches – the HS-1500BT2 and AC-404ENC – and how these innovations are set to address common pain points in the sector.
Thor dives deep into their design enhancements and the problems these devices solve.
Key takeaways:
HS-1500BT2: Features larger ear cups for comfort, cooling organic leatherette ear coverings, AI-driven noise cancellation, and dual wireless/USB functionality for versatilityAC-404ENC: A travel-ready headset with ergonomic design, dual USB-A/USB-C connectivity, and advanced inline controls for streamlined work setupsPandemic Lessons: How changing work environments – from noisy home offices to acoustically challenging workplaces – have shaped Cyber Acoustics' approach to innovationThe Future of AI in Contact Centers: Real-time agent feedback tools and dialect-neutralizing hardware that promise to redefine industry standards -
CX Today's Rhys Fisher hosts Felix Winstone, Co-Founder & CEO at Talkative.
The pair discuss Talkative's GenAI Chatbot and the wider role of AI in the contact center space. In doing so, they cover:
Strategic AI implementation and understandingExpanded AI use cases beyond chatbotsHow GenAI can improve CX while delivering ROI -
Join Rhys Fisher, Deputy Editor at CX Today, as he chats with Chris Bardon, Chief Software Architect at ComputerTalk.
Together, they delve into the transformative role of AI in customer experience and explore the latest features of Computer Talk’s ICE 15 platform.
The discussion reveals how AI is pushing the boundaries of real-time agent assistance and seamless contact management. Here are some of the key takeaways:
Real-Time AI in Action: How ICE 15’s agent assist tools use GenAI for live call analsis, helping agents access critical information instantlySimplified Interfaces for Better Experiences: The importance of a unified platform that consolidates voice, chat, email, and social channels into one seamless interfaceAI and Human Synergy: Why AI supplements human creativity rather than replacing it, from automating routine tasks to empowering new agentsROI and Measurement: Strategies for assessing the tangible value of AI-powered platforms like ICE, from reduced agent workloads to enhanced customer insights - Show more
