Mike Begala on AI, Customer Experience, and Leading Change at Casio
In this interview from CCW Vegas 2026, Mike Begala, General Manager for the Americas at Casio, shares how the company is transforming its customer service operation from a traditional, transactional s...
3 Aug 11min
CCW 2026: The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said
Rob Scott sits down with Pasquale DeMaio (VP, Amazon Connect), Deepak Nair (SVP, AI Transformation, Citizens Bank), and Justin Robbins (Founder and Principal Analyst, Metric Sherpa) fresh off the main...
3 Aug 20min
Anthropic’s Fable Shutdown Proves CX Leaders Need an AI Backup Plan
What happens when a critical AI model suddenly becomes unavailable, and your customer-facing workflows depend on it? In this CX Today interview, Nicole Willing speaks with Ashish Nagar, Founder and CE...
3 Aug 14min
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
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3 Aug 8min
Is Your Travel Brand About to Become Invisible? TikTok Go Is Changing the Rules
TikTok Go is collapsing the travel booking journey into a single app, and it's raising urgent questions for travel brands about customer ownership, loyalty, and digital experience. In this episode, Fr...
3 Aug 19min
CCW 2026: Salesforce CMO Annie Weinberger on the Future of Workforce Engagement at CCW 2026
Three months ago at Enterprise Connect, Salesforce launched Agentforce Contact Center and made a bold claim: native voice, digital channels, AI agents, and CRM data in a single platform. Analysts were...
3 Aug 6min
Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment
eannie Walters and Dr. Alyona Medelyan reveal what nearly 2,000 unfiltered airline reviews say about the chasm between brand promise and operational reality, and what CX leaders must do about it. In...
3 Aug 22min
37% of Consumers Have Already Moved On – Is Your Attribution Strategy Ready?
AI-powered discovery is changing how consumers find businesses, and 37% are already starting their searches with AI tools rather than traditional search engines. But as ChatGPT ads emerge as a new mar...
3 Aug 15min
