AI Is Breaking Contact Center Security — Are You Ready?
AI is making cyber attacks easier to scale, more personalized, and harder to spot, and that’s showing up directly in the contact center. In this CX Today panel, Nicole Willing is joined by Miguel Forn...
3 Aug 53min
Why Your Brand Is Invisible in AI Search and What Marketers Must Fix
As AI generated answers increasingly replace traditional search results, brands are facing a new visibility challenge. In this CX Today interview, Francesca Roche speaks with Peter Sloterdyk, Chief Ma...
3 Aug 16min
How CRM Vendor Attio Turned Intercom's Fin AI Agent Into an Always-On Sales Rep
AI agents are everywhere in the CX conversation, but this CX Today case study gets specific. Nicole Willing speaks with Will Jones, GTM Operations Associate at CRM vendor Attio, and Paul Adams, Chief ...
3 Aug 18min
CX Leaders Can’t Ignore This Agentic AI Lesson From the Pocket OS Outage
A production database deletion and 30-hour outage at Pocket OS has become a cautionary tale for any organization bringing agentic AI into critical systems. In this interview, Nicole Willing speaks wi...
3 Aug 26min
CRMs and customer data platforms (CDPs) can store a mountain of customer data, but that does not automatically translate into better experiences. In this CX Today panel, Ben Robinson, Head of Technology at Fair Finance, Amory Somers Vine, Head of Custome
CRMs and customer data platforms (CDPs) can store a mountain of customer data, but that does not automatically translate into better experiences. In this CX Today panel, Ben Robinson, Head of Technol...
3 Aug 55min
AI Handoffs Are Breaking Trust, Concentrix Warns
AI agents are handling more customer conversations than ever, but what happens when automation reaches its limit? In this CX Today interview, Nicole Willing speaks with Craig Cotton, Global VP of Prod...
3 Aug 19min
Openreach's Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
From Excel spreadsheets and NPS below zero to a 4.7 Trustpilot rating, Openreach and NiCE pull back the curtain on one of the UK's most ambitious AI deployments. Introduction Rhys Fisher, Associat...
3 Aug 26min
Why Non-Linear CX Needs Emotionally Aware AI
Customer journeys are no longer linear, and AI alone won’t fix the friction customers feel when they need fast, empathetic support. In this CX Today interview, Nicole Willing speaks with Mike Clifton...
3 Aug 28min
