From Conversation to Case Action: Automating ServiceNow Workflows from Live Voice with Vonage
Customer expectations are rising, but many service teams still rely on voice as an isolated channel and manual processes to move work forward. In this interview, Rob Wilkinson speaks with Jonathan Ker...
3 Aug 26min
Trustpilot: Your Brand Is Invisible to AI, And Reviews Are the Fix
How customer feedback has quietly become the most powerful trust signal in the age of AI search CX Today's Associate Editor Rhys Fisher sits down with Alicia Skubick, Chief Customer Officer at Trust...
3 Aug 15min
Why Your AI ROI Numbers Are Probably Wrong – And What to Measure Instead
Forethought’s Antoine Nasr discusses how outcome-based AI is reshaping the way enterprises measure the true value of customer service automation In this CX Today discussion, Associate Editor Rhys Fi...
3 Aug 18min
Datamark’s Playbook for Real-Time CX Changes
What happens when your customer journey map looks great on a slide, but falls apart the moment a customer repeats themselves, switches channels, or escalates? In this CX Today interview, Rob Wilkinso...
3 Aug 24min
How AI Voice Ordering Is Freeing Restaurant Staff to Actually Do Hospitality
Is your restaurant's POS holding back your team — and your guests? Francesca Roche speaks with Andy Grindstaff, Director of Enterprise Restaurant Product at Global Payments, about the company's AI-fir...
3 Aug 18min
Salesforce's $3.6B Fin Grab: Smart Power Move or Integration Gamble?
Simon Leyland and Zeus Kerravala unpack what Salesforce's acquisition of Fin really means for AI customer service, CCaaS, and the vendors now in the crosshairs. Host Rhys Fisher, Associate Editor at...
3 Aug 26min
The AI Shutdown No One Saw Coming and What Enterprises Must Do Before the Next One
When Anthropic restricted access to its Claude AI models in response to US export control requirements, it wasn't just a policy story. It was a wake-up call for every enterprise that has built its sec...
3 Aug 15min
Why “Resolution” Is a Lie – and the $54B Voice AI Revolution That's Already Here
Hakob Astabatsyan, CEO of Synthflow, unpacks the 8x8 partnership, the re-emergence of voice, and why agentic AI has quietly shifted from cost-cutter to revenue driver. In this discussion, Rhys Fishe...
3 Aug 17min
