CX Today

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

Inside the AI revolution reshaping citizen service – ComputerTalk’s Kyle Birker reveals what’s driving the shift and what comes next. In this CX Today video interview, Deputy Editor Rhys Fisher speaks with Kyle Birker, Head of Sales Operations at ComputerTalk, about the rapidly growing adoption of AI in government contact centers. As citizens demand more convenience and availability from public services, AI is stepping in to transform how agencies respond – often under tight budgets and strict compliance needs.  Governments around the world are finally catching up to the private sector in their use of AI – but not without major hurdles. In this insightful conversation, ComputerTalk’s Kyle Birker joins CX Today’s Rhys Fisher to explore why public agencies are under pressure to modernize and how AI is reshaping service delivery. Key takeaways from the video:🔴 Why surging citizen expectations are pushing government departments to adopt AI. 🔴 The real-world use cases of AI in government contact centers, from chatbots to agent assist tools. 🔴 How agencies can unlock 24/7 services while freeing staff to focus on high-impact tasks. 🔴 The triple challenge of data readiness, trust building, and regulatory compliance – and how to overcome it. Kyle also discusses ComputerTalk’s flexible ICE platform, which allows agencies to "bring their own framework" and deploy AI at their own pace, solving critical integration and security concerns. 📢 Explore how ICE can fit your agency’s AI strategy – visit ComputerTalk's website for platform details: https://www.computer-talk.com/ 🔑 Get in touch with ComputerTalk’s public sector specialists to assess your data and readiness. 🔗 Subscribe to CX Today for more expert insights on AI, contact centers, and digital government evolution.

CX Today's Charlie Mitchell sits down with Zeus Kerravala, Principal Analyst at ZK Research, to explore the CCaaS providers that are leading the pack, and those that are starting to fall behind.However, the conversation goes deeper, with the pair also discussing:⚖️ How to Choose the Right CCaaS Vendor for Your Business ⚖️ The pair dive into the criteria organizations should use when selecting a CCaaS provider, from ecosystem fit to referenceability. Spoiler: there’s no “one-size-fits-all” answer.🏆 Top Performers in the CCaaS Space 🏆From Cisco’s hybrid strengths to AWS’s pay-as-you-go model, Kerravala highlights the vendors excelling across different customer segments.🔻 Who's Falling Behind? 🔻Despite their size and potential, Google and Microsoft haven't yet gone all in CCaaS. Kerravala shares why these tech giants may be missing their market opportunity.For more on the Gartner Peer Insights Voice of the Customer for CCaaS report: https://www.cxtoday.com/contact-center/gartner-peer-insights-voice-of-the-customer-for-ccaas-2025/Dive deeper into the Cisco Webex Contact Center - the Gartner Customers' Choice platform - here: https://www.cisco.com/c/en/us/products/contact-center/index.htmlHosted by Charlie Mitchell, Head of Publication at CX Today – Customer Experience Technology News #ccaas #contactcenters #cloudcommunicationsThanks for watching! Don’t forget to SUBSCRIBE to our channel and join the discussion over on LinkedIn.For more CX technology news, visit: https://www.cxtoday.com