CX Today

From hidden fan bases to agentic AI campaigns, Amperity’s Derek Slager reveals how Amperity is rewiring how sports teams, and every bran, act on customer data in real time. 

Introduction: In this discussion, host and Associate Editor Rhys Fisher sits down with Derek Slager, Co-Founder and CTO of Amperity, to unpack the uncomfortable truth about fan engagement in professional sports: most teams are sitting on fragmented, incomplete data — and it's costing them. 

With the NFL draft on the horizon and agentic AI reshaping what's possible in marketing, this conversation is essential viewing for anyone serious about closing the gap between data collection and real-time customer action. 

Main Description: The Seattle Seahawks discovered 5,000 fans they didn't know existed. Sound far-fetched? Derek Slager says it's more common than you'd think, and the reason is simpler than you'd expect. 

The fragmented data problem: NFL teams often have single-digit data teams juggling 20+ disconnected systems — ticketing, POS, merchandise, social — with no unified fan view. 

What "holistic" actually means: Amperity defines it as stitching together every touchpoint across the full fan lifecycle, from pre-game engagement to post-event merchandise follow-ups. 

CDPs as systems of intelligence: Slager breaks down how Amperity's new Customer Data Agent moves beyond data storage to real-time campaign generation — strategy, analysis, and execution in one motion. 

The universal lesson: Whether you're an NFL franchise or a retail brand, the advice is the same — stop theorising, start doing. The teams getting AI value today are the ones willing to go first. 

Next Steps: 

🔗 Explore Amperity's Customer Data Agent at amperity.com 

📖 Read more CX + AI coverage at cxtoday.com 

💬 Share this with your data or marketing team and ask: "Do we actually have a unified customer view?" 

👍 Like and subscribe to CX Today for weekly expert conversations

In this CX Today interview, host Nicole Willing speaks with Barbara Dondiego, CEO of AVOXI, about how voice AI and the shift to virtual, software-based voice infrastructure are transforming contact centers.
The conversation covers what’s happening behind the hype – why most organizations are still only using AI in 5–10% of real-world deployments today, which use cases are working, like simple call containment and reservations, and how the agent role is evolving from admin-heavy work to outcome-based performance tied to CSAT, revenue, and complex problem-solving.
You’ll also hear practical guidance on how to build a platform-neutral voice and CCaaS stack that can integrate your CRM, contact center platform, and best-of-breed AI tools, without locking yourself into one vendor as the market changes.

In this CX Today conversation, Nicole Willing speaks with Keith Wilson, Executive Director of Product Management for Customer Experience at CSG, about why fragmentation isn’t a technology failure, but a coordination problem, and how leading organisations are fixing it without starting over.
From interoperability and real-time decisioning to journey orchestration and AI-assisted collaboration, this is a practical look at how enterprises move from siloed systems to connected, outcome-driven experiences.
What you’ll take away:
The early warning signs of CX breakdown, from declining engagement to journey abandonment
Why “rip and replace” transformation strategies often create more complexity, not less
What true interoperability looks like, and why speed matters as much as integration
The difference between connected systems and genuinely connected customer experiences
How orchestration enables incremental change that delivers measurable impact over time
Why personalisation must operate at the individual level, not in segments
How AI is reshaping collaboration between CX and IT teams
Who should watch?:
Chief Customer Officers and Heads of CX tackling fragmented journeys and disengagement
CIOs and IT leaders responsible for integrating complex CX stacks
Contact Centre and Operations leaders focused on reducing effort and improving resolution
Digital and transformation leaders embedding AI into customer experience strategies
If your CX strategy still relies on adding more tools instead of connecting what you already have, this conversation offers a clear, practical path to reducing complexity, improving journeys, and delivering measurable results within months.

The agentic AI era has arrived, and customer experience is leading the charge. But what does that actually mean for enterprises trying to plan, prioritise, and deploy responsibly?
In this interview, CX Today's Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO of Content Guru, about the real shift happening right now in AI-powered CX, and what leaders need to do about it.
The conversation covers: 
What the transition from GenAI to agentic AI actually looks like in practice, which CX tasks AI agents handle reliably today, and which ones still need human involvement, and how to build on existing automation investments rather than starting from scratch. You’ll also learn why the MIT finding that 95% of GenAI projects failed should inform your agentic strategy, a practical framework for scoping your first pilots, and why CX is the natural home for agentic AI adoption.
Taylor also addresses a question many leaders are sitting with right now: is it better to wait and let others test the water first? His answer is clear, but nuanced, and worth hearing in full.

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 around logging, data visibility, and conformity assessments.
If you are running AI pilots in the contact centre, balancing cloud migration decisions, or trying to protect customer trust while innovating fast, this is your practical briefing.