CX Today

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. 

What if the secret to CX success in 2026 isn’t more automation — but better orchestration between AI and people?In this exclusive interview hosted by Rob Scott, Publisher at CX Today, we unpack the latest Consumer Insights Report from Transcom and explore why CX is now a core revenue driver, not just a support function. Joining the conversation are two powerhouse leaders:🔴 Jeff Blair, Chief Growth Officer, Transcom🔴 Cortney Jonas Burnos, VP of Digital & AI Solutions, TranscomTogether, they reveal where brands are falling short, how to close the "experience gap," and why advisory-led partnerships are helping the best companies turn contact centers into engines of growth.👉 What stood out in this year’s CX data — and why it’s a warning sign for brands relying too much on tech.👉 How the smartest organizations connect CX performance to revenue, loyalty, and business strategy.👉 The three dimensions every brand should use to evaluate their BPO partner in 2026.👉 Where AI is driving measurable results — and where companies are still getting it wrong.Key Takeaways:🔴 The Experience Gap is growing — and consumers are losing patience.🔴 AI + Human orchestration beats automation alone, every time.🔴 Strategic BPO partners should be driving innovation, not just hitting SLAs.🔴 Trust, efficiency, and insight will be the competitive currencies of 2026.📈 Next Steps:Download Transcom’s CX Leaders Consumer Edition Report and discover how AI, human expertise, and smarter partnerships can transform your customer experience strategy.

Rhys Fisher sits down with Zac Scalzi, Director of Sales at Cobrowse, and Ian Roberts, Director of Care Operations & Technologies at Quicken Inc.Together, they explore how visual intelligence, AI augmentation, and agent-first design are redefining digital customer support.If you're navigating AI adoption, struggling with fragmented customer journeys, or simply want real-world proof of what next-gen support can deliver, this conversation is absolutely worth your time.What happens when a seven-year partnership between a fintech staple and a fast-scaling tech innovator collides with the rise of AI?Scalzi and Roberts break down the real impact of Cobrowse’s visual intelligence – on customers, on agents, and on CX strategy as a whole.Hear how Quicken cut average handle time by over six minutes, boosted TNPS, and prepared to launch one of the most practical, grounded AI deployments in the market.Then dive deeper into why visual context is becoming the missing link between reference-based chatbots and truly agentic AI.Key HighlightsHow Cobrowse evolved from a two-person startup to powering Fortune 100 enterprisesQuicken’s measurable gains: faster support, happier customers, and reduced agent burdenWhy AI must evolve from “information lookup” to true contextual understandingLessons for enterprises tiptoeing into AI without breaking trust or customer experienceExplore how visual intelligence can accelerate your digital transformationMap one customer journey and identify where contextual AI could immediately unblock frictionSubscribe to CX Today for more vendor + customer deep divesLearn more about Cobrowse AI’s capabilities via their website or demo resources