CX Today
by CXToday.com
Latest episode
Miele: Technically Correct Service Can Still Fail the Customer
Miele: Technically Correct Service Can Still Fail the Customer
About this podcast
News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.
Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team.
Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.
Episodes
The newest 20 of 562 episodes
- Miele: Technically Correct Service Can Still Fail the Customer · 11 minFollowing the policy does not always fix the problem. Sometimes it just makes the customer feel like a ticket. In this CX Today interview, host Rhys Fisher, Associate Editor…
- What If the Best Contact Center Call Is the One Prevented? · 15 minA Cresta customer cut inbound volume by two-thirds. Its average handle time went up, and nobody minded. As AI takes the simple requests, advisors are left with longer, harder…
- Nissan: Why Customer Feedback Alone Fails to Fix the Journey · 19 minNissan’s Coralie Musy discusses why better CX requires joined-up data, clear ownership, and action customers can actually see. Brands can collect surveys, behavioral data…
- Why Voice AI Fails When It Leaves the Demo Room · 15 minVoice AI can sound seamless in a controlled demo. But real customer calls are rarely controlled. Poor signal, background noise, regional accents, packet loss, latency, and weak…
- Can AI Make Shopping Easier Without Taking Control? · 22 minTikTok product designer Zhengyang Yang discusses using AI to turn product discovery into purchase confidence, without adding friction or taking choice away from the shopper…
- Why AI Handoffs Still Make Customers Repeat Themselves · 11 minTwilio’s Sam Richardson explains why customer context, identity, and reassurance must travel between AI, human agents, and channels. AI customer service may be getting faster and…
- Has Salesforce Bought Its Missing Engagement Engine? · 15 minConstellation Research’s Liz Miller explains why Salesforce’s $5.66B Braze deal is about the execution layer behind data, AI, content, and customer engagement. Salesforce has…
- Is Contact Center AI Making Customer Service Worse? · 15 minContact centers are under pressure to automate, cut costs, and reduce customer contact. But are efficiency targets improving service, or simply making it harder for customers to…
- Why Customer Engagement Is Still Too Slow to Be Personal · 18 minBrands have more customer data, dashboards, and campaign tools than ever. Yet turning a useful customer signal into the right action can still take too long. In this CX Today…
- NRG CX Chief: Churn Is a Warning Sign, Not Just a Retention Number · 16 minIn this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Suzie Dieth, VP and Chief Experience Officer at NRG, about why churn should concern every…
- Retailers Are Moving to WhatsApp. Can They Avoid Turning It into Spam? · 14 minIn this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Kim Johal, Retail Specialist at Infobip, about WhatsApp’s growing role in UK retail customer…
- Twilio: Voice Is CX’s Next Breaking Point · 26 minAre customer experiences becoming too clunky for the way people now want to communicate? In this CX Today interview, Rob Wilkinson speaks with Peter Bell, VP of Marketing, EMEA…
- Stop Sampling Calls. Start Listening to What Customers Actually Say · 18 minIn this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Russell White, Transformation Lead at Bluecrest, and Reece Harper, Account Executive at NiCE…
- AI Could Steal Your Customer Before They Reach Your Site · 19 minIn this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Christina Augustine, COO of Bloomreach, about the growing impact of AI on product discovery…
- What Contact Center Buyers Should Prioritize in 2026 · 35 minAre contact center buyers still using yesterday’s criteria to make tomorrow’s technology decisions? In this CX Today interview, Rob Wilkinson speaks with Keith Dawson, Research…
- Zendesk: AI Is Taking the Easy Calls, but Voice Support Is Getting Harder · 12 minIn this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Hannah Deveney, Senior Director of Product Management at Zendesk, about the changing role of…
- From Teams Recording to Conversation Intelligence: How Organisations Can Get More from Every Call - AudioCodes · 19 minMarcus Law speaks with Guy Yaffe, VP of Interaction Recordings at AudioCodes, about the changing enterprise recording market and why native recording alone may not meet the needs…
- Hidden AI in the Contact Center: What the EU AI Act Means for CX Leaders - TTEC Digital · 17 minIn this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital, about why the EU AI Act…
- Contextual Messaging is the New CX Gold Standard, MMDSmart Explains · 14 min · Season 1 Episode 1Are your customers getting joined-up conversations, or are they starting from scratch every time they contact your business? In this CX Today interview, Nicole Willing speaks…
- The Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask - Sprinklr · 21 minIn this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr, about how AI-generated answers are changing customer discovery, brand…
