CX Today

• 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 conversational analytics. Together, they explore how forward-thinking organizations are transforming QA from a compliance necessity into a business intelligence engine that drives measurable CX impact. If you’ve ever wondered how to move beyond manual scoring and truly unlock the value hidden in your customer interactions, this conversation is a must-watch. Main Description: Customer experience is evolving fast — and QA is no longer just about checking boxes. In this exclusive chat, Scorebuddy’s Derek Corcoran reveals how AI, automation, and analytics are reshaping the way organizations understand agent performance, customer behavior, and business outcomes. Here’s what you’ll learn: 🔍 From Manual to Meaningful: How moving from spreadsheets to AI-powered QA unlocks faster insights and greater consistency across teams. 💬 Beyond the Microscope: How conversation analytics give CX leaders visibility into previously hidden trends and customer pain points. 🤖 AI-Powered Impact: Why automated scoring and performance summaries are freeing evaluators to focus on coaching and strategic development. 📊 CX Intelligence for the C-Suite: How BI dashboards are bridging the gap between QA teams and executive decision-making. Next Steps:  ✅ Watch the full interview to hear Derek’s roadmap for building an AI-enhanced QA strategy.  ✅ Explore Scorebuddy’s AI QA solutions to see how they can transform your contact center operations.  ✅ Subscribe to CX Today for more expert insights on the technologies shaping the future of customer experience.

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• Breaking Free from Cloud-Only CX Myths

  Rhys Fisher sits down with Miguel Marcos, VP of Operations at Enghouse, to unpack one of the most pressing debates in customer experience: Is cloud the only path to modernization? Together, they dive into why flexibility, not rigid vendor mandates, is the real key to innovation in the contact center world. Main Description Cloud-first strategies may dominate the headlines, but are they really the best fit for every business? In this candid conversation, Miguel Marcos reveals why organizations need freedom of choice when it comes to CX transformation – and how Enghouse empowers IT and CX leaders to modernize on their own terms. Here’s what you’ll learn in this discussion: How the evolution of cloud technology has reshaped CX, and why compliance and control still matter. The risks of vendor lock-in and the hidden challenges of cloud-only adoption. What “a contact center without compromise” means in practice – spanning on-premise, hybrid, and cloud deployments. The role of AI in Enghouse’s modernization roadmap, and how it delivers value across every deployment model. Whether you’re exploring SaaS, hybrid, or on-premises solutions, this interview shows why modernization doesn’t have to mean compromise. Next Steps: Watch the full interview for actionable insights on CX modernization. Subscribe to CX Today for more expert discussions with leading voices in the industry. Learn more about Enghouse’s flexible CX solutions by visiting their website.

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• How AI Is Revolutionizing Modern Contact Centers

  Inside Scorebuddy’s take on AI, data security, and tackling agent burnout in today’s evolving CX landscape. In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy. The pair dive deep into how AI is reshaping the modern contact center – from quality assurance transformations to data security challenges and the critical issue of agent burnout.  In this engaging discussion, Emmanuel breaks down the evolving contact center ecosystem and how AI is no longer just about automation but driving innovation. Highlights include: How GenAI-powered bots are transforming frontline service by automating routine tasks, freeing agents for complex problem-solving. The new role of AI in Quality Assurance, enabling evaluators to review 100% of interactions and focus on compliance and coaching opportunities. The critical importance of data security in cloud-first contact centers, with Scorebuddy’s approach to IT certifications, transparency, and safeguarding customer data in AI deployments. Insights into agent burnout causes, including context switching and efficiency pressures, and how AI assist tools – if used wisely – can ease the load without disengaging agents. Emmanuel also shares how Scorebuddy champions AI as a tool for empowerment and innovation across organizations, encouraging teams to explore AI’s potential beyond mere automation. Next Steps Visit Scorebuddy’s website to explore their AI-powered quality assurance solutions: https://www.scorebuddyqa.com/Follow CX Today for more interviews with industry leaders shaping the future of CX. Subscribe and share this video with your CX and contact center peers to spark a conversation on balancing AI innovation and human engagement.

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• UCaaS Meets CCaaS: Transforming Enterprise Communications

  Join Susie Harrison, Head of Content at CX Today, as she sits down with William Rubio, Chief Revenue Officer at CallTower, to explore the powerful convergence of UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service). In this interview, we dive into how this convergence is reshaping enterprise communications strategies, enhancing customer and employee experiences, and enabling scalable, integrated ecosystems for digital transformation.William shares expert insights on:The role of UCaaS/CCaaS in building agile communication systemsKey considerations for IT leaders evaluating converged platformsCommon misconceptions about merging UC and contact center environmentsThe future of AI and automation in amplifying the value of converged UCaaS/CCaaS stacksWhether you're an IT leader, business strategist, or tech enthusiast, this video offers valuable perspectives on the future of enterprise communications.

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• The Top Strategic Priorities for Customer Service Leaders

  CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025. To run through them, he's joined by:Garry Gormley, Founder of FAB SolutionsJeff Harling, Head of Global Digital Customer Experience at ZoomBoth share their perspectives on each of the trends, as shared below:Priority 1 - Elevating customer satisfaction results while being stretched operationally, and reducing costs. Garry discusses the pressure that contact center leaders face to cut costs and shares his advice on combating that, before Jeff discusses how he's seeing Zoom Contact Center customers take on this issue and raise the customer satisfaction bar.  Priority 2 - Gaining more of an AI education while dealing with day-to-day firefighting.Garry stresses that every customer service leader doesn't need to be an AI expert, but they should understand where their key issues lie. They can then consider AI as a solution. Jeff gives his take, highlighting how contact centers leverage AI to overcome pressing problems.  Priority 3 - Unlocking operational scale through intelligent automation. Jeff takes the reins to highlight how contact centers can scale the application of AI to avoid confining its benefits to specific teams or locations. Garry then shares more of what he's seeing out there in the field. Interested to learn more about the Zoom Contact Center? If so, visit: https://www.zoom.com/en/products/contact-center/Hosted by Charlie Mitchell, Head of Publication at CX Today - Customer Experience Technology News #customerservice #customersupport #contactcentersThanks 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, LinkedIn and Facebook pages.For more Customer Experience tech news, visit: https://www.cxtoday.com00:00-00:42 Intros00:42-08:57 Priority 108:57-18:02 Priority 218:02-25:54 Priority 3

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