CX Today

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Stop Chasing AI Hype and Start Delivering Real Outcomes

2026-03-1016:54

Rhys Fisher, Associate Editor at CX Today, sits down with Kevin McGachy, Head of Solutions at Sabio, to cut through the AI noise that's plaguing contact centers. If you're tired of flashy AI demos that promise the world but deliver generic chatbots, this conversation is your reality check. Kevin breaks down the costly mistakes organizations make when racing to deploy AI, why voice is still king despite the digital self-service push, and how outcome-based strategies can protect you from vendor...

The 2026 Compliance Survival Guide: Demystifying the EU AI Act

2026-03-2644:50

In this episode, Rob Wilkinson is joined by Steve Blood, VP of Market Intelligence at Five9, and Martyn Redstone, a consultant specialising in AI regulation. Together, they unpack where CX teams are most likely to misread the Act, why “we bought it from a big vendor” is not a compliance strategy, and how governance needs to shift from dashboards to outcomes customers actually feel. The conversation also digs into the clash between legacy on-prem approaches and the EU AI Act’s expectations aro...

AI Hype Is Over – Now Contact Centers Need Results

2026-02-1218:11

In this CX Today interview, Associate Editor, Rhys Fisher, speaks with Sundeep Boughan, Director of Sales Engineering at Puzzel, to unpack findings from the company's latest State of the Contact Centre report. With 1,500+ contact center professionals surveyed, they cut through the AI hype to explore what “AI readiness” truly means, how conversational intelligence is driving real ROI, and why copilots and agentic AI are reshaping the future of the agent experience. If you’re navigating AI inve...

Past Lessons, Future Focus: Navigating the AI Revolution with Content Guru

2025-04-2219:28

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 in...

Revolutionizing CX Uncovering Hidden Opportunities in the Evolving Landscape

2025-04-1506:09

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...

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