When the Playbook Runs Out: Closing the Real-Time Agent Assist Gap with AI
At CCW Vegas 2026, Rob Scott sits down with Jonathan 'JR' Ranger, Chief Customer Officer at CallMiner, to explore the company's latest AI innovation, 'Real-Time AI Guidance,' and what it actually mean...
3 Aug 6min
The Reality of Voice AI in the Contact Centre: From Pilot to Production
Voice AI demos can look impressive, but what happens when the technology is live in a busy contact center six months later? In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of ...
3 Aug 16min
Contact Center AI Is Only as Good as the Data Behind It – So Why Are We Ignoring the Data?
SuccessKPI CEO Dave Rennyson on data governance, ground truth, and why excitement about AI is outrunning the ability to manage it In this CX Today discussion, host Rhys Fisher, Associate Editor at ...
3 Aug 14min
CCW 2026: Is AI Making Customer Experience Better - or Just Cheaper?
Rob Scott, Publisher at CX Today, sits down with Jeremie Abou, Sales Lead at Diabolocom, on the floor of CCW Las Vegas to ask the question the industry keeps dodging: is AI actually improving customer...
3 Aug 6min
CCW 2026: inside Cresta's Vision for the AI-Augmented Workforce
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3 Aug 8min
Why Your AI Pilots Are Losing Trust
Why do so many AI projects look promising in a pilot, then become harder to trust in production? In this CX Today interview, Francesca Roche speaks with John Anderson, AI Architect at Quiq, and Prisc...
3 Aug 23min
Why NFL Teams Are Struggling with Fan Engagement, And How to Fix It
From hidden fan bases to agentic AI campaigns, Amperity’s Derek Slager reveals how Amperity is rewiring how sports teams, and every bran, act on customer data in real time. Introduction: In this dis...
3 Aug 16min
CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft
Customer Contact Week 2026 opened with one of the most anticipated main stage sessions in the event's history. A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their ...
3 Aug 9min
