CX Today

When headlines scream "data leak" but companies claim "no breach," customers are left confused—and trust takes a hit. In this CX Today interview, Ron Zayas, CEO of Ironwall by Incogni, explains why a recent Instagram incident is a wake-up call for CX leaders, arguing that technical security definitions often miss the reality of "cumulative risk."
Zayas delivers a stark warning: risk is no longer just about stolen passwords. He explains how aggregated identity data—even without a confirmed system breach—allows bad actors to build detailed profiles for phishing and impersonation. He compares holding customer data to a bank holding money: if a bank is careless with security, customers will withdraw their assets regardless of whether their specific dollar was stolen.
The conversation also covers the critical role of crisis communication. Zayas advises leaders to resist the urge to downplay incidents or hide behind legal technicalities. Instead, he advocates for treating data like currency, minimizing third-party sharing, and offering customers concrete, practical advice when their data is exposed.
If you want to understand why privacy is the new loyalty driver—and how to communicate effectively when the worst happens—tune in to this conversation.

In this CX Today interview, Associate Editor, Rhys Fisher, speaks with Sundeep Boughan, Director of Sales Engineering at Puzzel, to unpack findings from the company's latest State of the Contact Centre report.
With 1,500+ contact center professionals surveyed, they cut through the AI hype to explore what “AI readiness” truly means, how conversational intelligence is driving real ROI, and why copilots and agentic AI are reshaping the future of the agent experience.
If you’re navigating AI investments in your contact center, this is a must-watch.
Main Description:
AI isn’t a silver bullet anymore – it’s about outcomes. Sundeep shares practical lessons from the field and what separates pilots from real impact.
You’ll learn:
Why 85% feel “ready” for AI but only 34% are truly prepared (hint: it’s data + customer readiness)
How conversation analytics reveals hidden intent and silent pain points
Why copilots are delivering fast wins with summaries, knowledge surfacing & onboarding
What agentic AI means for automation, outcomes, and the future role of agents
Next steps:
Download the report, audit your data quality, map quick-win use cases, and pilot copilots where agent fatigue is highest.

In this CX Today interview, Valoir Principal Rebecca Wettemann explains why time-based metrics like AHT and FCR need a rethink—and what leaders should measure instead, from outcome quality and AI-to-human handoffs to agent trust, coaching, and retention.
Contact centers are racing toward “always-on” service, but Rebecca Wettemann, Principal at Valoir, argues many teams are modernizing with the wrong scorecard. In this CX Today interview with Rob Wilkinson, she explains why legacy, time-based metrics like AHT and FCR were designed for a human-only world—and how AI changes the game when 70–80% of initial enquiries can be automated.
Wettemann unpacks what leaders should measure instead: quality of outcomes, AI-to-human handoff success, effective escalation (knowing when the bot can’t help and handing over with a clear summary), and whether agents actually trust and use AI coaching. 
She also explores the hidden impact of misaligned incentives on agent stress and retention and how AI can flip performance management from “big brother” monitoring to scalable recognition and support.

In this discussion, CX Today’s Rhys Fisher speaks with Jim Eckes, Founder of TieTechnology, about the growing backlash against AI-first customer service strategies. 

With Amazon layoffs and rushed automation dominating headlines, Jim shares why many AI rollouts are failing, how companies are skipping critical CX foundations, and what businesses should do before replacing people with bots 

 If you care about customer loyalty, personalization, and smart tech investments, this is a must-watch. 

AI isn’t a silver bullet – and forcing it into broken CX systems might be doing more harm than good. Jim Eckes breaks down why layoffs tied to automation often mask deeper operational issues and why customers still crave human connection. 

In this conversation: 

Why “AI for AI’s sake” is causing failed CX transformations 

The real reason layoffs don’t fix customer service problems 

How CRM + phone integration can outperform expensive AI tools 

Where AI actually does make sense once foundations are fixed 

Next steps: 
Audit your current customer journey → Fix broken processes → Integrate your data → Then layer in AI strategically. 

Watch now and rethink your automation roadmap.

Rhys Fisher sits down with James Hughes, VP of Solutions at Sabio, to explore what’s really happening behind the scenes of AI’s rapid rise in the contact center world. 
With more than two decades of industry experience, James brings a clear, grounded perspective on where AI creates true business value. Together, they dig into the financial impact, the operational challenges, and why most organizations still struggle to turn AI hype into real transformation. 
AI is reshaping nearly every part of the enterprise, but in the contact center, it’s unlocking one of the biggest competitive advantages James Hughes has seen in 25 years. 
In this candid conversation, Rhys and James unpack the gap between AI’s promises and its real-world execution – from feature overload and platform migrations to the rising trend of buyers’ regret. 
James also reveals Sabio’s outcomes-based AI model and walks through their Inform, Transform, Perform framework, designed to help CX leaders cut through noise and focus on measurable business results. 
Key discussion points: 
Why companies can now decouple CX costs from revenue more effectively than ever 
How AI deployments fail when organizations chase features instead of transformation 
Sabio’s outcomes-based AI model: customers only pay when value is proven 
The blurry line between helpful personalization and intrusive data use 
Identify your top three AI use cases that can deliver meaningful ROI.
Start with a data-led “Inform” assessment before making technology decisions.
Explore outcomes-based AI models to reduce organizational risk. 
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