CX Today

Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. When something breaks, customers feel it immediately, but no one has a single end-to-end view of what's actually happening. The result? Blind spots, finger-pointing, and resolution times that damage both revenue and reputation.In this conversation, CX Evangelist Luke Jamieson from Operata breaks down how CX Observability transforms the daily reality for operations teams—moving them from reactive firefighting to proactive control.You'll discover why traditional monitoring tools can't answer the questions executives are now asking, how observability slashes mean time to resolution by eliminating the "ping pong effect" of service desk tickets, and why Voice AI adoption makes this capability non-negotiable. Jamieson calls out, "If you can't see what's connecting all of those different silos together, then you are at massive risk. You put that customer experience at a huge risk and no organization can afford that right now"Whether you're managing increasingly complex CX stacks or exploring how to protect customer experience as AI scales, this is your practical guide to regaining visibility and control.Watch now to learn how CX Observability gives your teams the clarity they need to stop guessing and start preventing problems before customers ever feel them.

Rob Scott sits down with Jami Ferguson, VP of Product at SMG, to explore what it truly means to be an AI native organization. Far from surface-level automation, this is about structural transformation—where AI doesn't just enhance, it drives, adapts, and evolves customer experience strategy from the ground up.If you're tired of AI hype with little delivery, this conversation will cut through the noise and show what real change looks like.Key discussion points:AI-native vs. AI-enhanced: Why architecture—not just features—matters.The data dilemma: Why clean, unified data is the linchpin of AI success.Agents in action: How real-time AI workflows boost guest recovery and CX outcomes.Human-first AI: Why native AI enables more human experiences—not fewer.Want to see how true AI-native platforms deliver real-time value across customer experience touchpoints?Visit smg.com to explore the Ignite® platform in more detail.Stay informed—subscribe to CX Today for the latest in AI, CX, and digital transformation insights.

How clarity, sovereignty, and small-model precision are reshaping AI for 2026. In this discussion, host Rhys Fisher sits down with James Scott, Senior Solutions Engineer for North America at Diabolocom, to unpack one of the most pressing issues heading into 2026: How do we make AI truly trustworthy and measurable?With global regulations tightening and organizations demanding clearer ROI, Scott brings a refreshingly transparent perspective on what “good AI” should look like – and why smaller, specialized models may be the future of CX.AI is everywhere, but not every organisation knows how to make it work. In this candid interview, Diabolocom’s James Scott breaks down why so many AI deployments fall short and how clarity, sovereignty, and domain-specific models are rewriting the rules for success in customer experience.Key Highlights:Why clarity beats hype: AI ROI hinges on specific problem-solving, not chasing the latest trend.Security built in, not bolted on: Diabolocom owns its entire data pipeline, enabling GDPR- and EU AI Act–aligned governance by default.Goodbye black box AI: Smaller, specialized models reduce unpredictability, hallucinations, and compliance risk.Measurable AI performance: Transparent decision paths, benchmarking tools, and human-in-the-loop workflows ensure leaders can trust results.Scott also reveals how Diabolocom’s academic partnerships, open-source research, and European engineering mindset create a competitive advantage for scaling companies that can’t afford uncertainty.

CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company, to deep dive on the Webex Contact Center.Cisco's cloud contact center platform recently featured as one of only two "Customers' Choice" CCaaS solutions in a recent Gartner Peer Insights study into the space.But, what differentiates it? Mitchell and Kramer unpack five of its most differentiative features, including:Its Agent Experience Suite: From the fundamentals of auto-summaries to the uniqueness of its Burnout Detection software, Cisco's agent experience suite is not only deep, but innovative, too.MCP and Ecosystem Integrations: Alongside embracing MCP, Cisco is rapidly building out its industry integrations, including headline collaborations with Microsoft, Salesforce, and Epic.Thousand Eyes: Much of CCaaS is becoming commoditized. Yet, Cisco's broader suite allows it to embed differentiated features into is CCaaS solution. Thousand Eyes is an excellent example.Proactive Messaging: Most CCaaS vendors offer proactive messaging. However, Cisco's CPaaS heritage allows it to go further and help its customers expand their outbound strategies.CCaaS-UCaaS-CPaaS: Beyond CCaaS-CPaaS, Cisco brings UCaaS into the fold. In doing so, it enables swarming, a tool that is especially powerful in dispersed contact center environments.Next Steps:Dive deeper into the Cisco Webex Contact Center here: https://www.cisco.com/c/en/us/products/contact-center/index.html

Every CX leader's nightmare: the one call that went catastrophically wrong.In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses.What You'll Learn:The Real Cost of CX Failures - Beyond refunds: the hidden costs of broken experiences, from team morale to regulatory fines ($14B+ annually)Why Traditional Testing Fails - 90% of Gen AI projects are stuck in proof-of-concept because organizations can't validate they'll work with real customersThe Trust Erosion Timeline - How customer emotions cascade from frustration to abandonment in minutesThe AI Assurance Gap - Why autonomous agents raise the stakes and require entirely new approaches to testingReal-World Impact - How healthcare providers use Cyara to prevent compliance violations when lives are literally at stakeActionable Advice - What CX and IT leaders can do today to prevent tomorrow's disasters Key Takeaways:$3.8 trillion in avoidable churn due to bad CX67% of customers abandon after just ONE poor experienceMost organizations discover failures through customer complaints—not proactive monitoringPeak moments (Black Friday, open enrollment, holiday travel) are when brands are most vulnerableThe shift from scripted automation to agentic AI requires validation that can match autonomous systems operating 24/7"It's not just a technology problem—it's a trust problem." – Clayton LougéeAbout the Guest:Clayton Lougée is VP of Value Consulting at Cyara, where he helps enterprise organizations build trust in every customer interaction through comprehensive CX assurance strategies.