CX Today

In 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 should matter to customer experience and contact center leaders, not just legal and compliance teams.
Namjoshi explains why CX leaders are becoming the “stewards of AI” in customer-facing operations, how hidden AI can appear in tools such as agent assist, call summaries, sentiment analysis, quality management and workforce management, and why organizations need to start with a clear AI inventory.
The conversation also explores what buyers should look for when assessing responsible AI use, including governance, transparency, accountability, human oversight, and ongoing monitoring. Amit shares why AI governance should become part of the operational rhythm of the business, from procurement and change control to quality assurance and the AI governance board.
Watch the full interview to learn how CX leaders can reduce risk, build trust, and make AI a safe and useful enabler across the contact center.

Are 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 with Karen Krivaa, Chief Marketing Officer at MMDSmart, about why so many businesses are still struggling to turn omnichannel ambition into real execution.

Krivaa explains why fragmented systems, disconnected customer data, and poorly integrated messaging tools are holding organizations back. Findings from MMDSmart’s survey of more than 300 marketing and operations leaders emphasize the gap between the 99 percent of leaders who see omnichannel communication as a strategic priority and the 43 percent of organizations that have expanded beyond basic email and SMS.

The conversation explores why customer context is becoming one of the most valuable assets in modern customer communications, how channels like WhatsApp and RCS can move businesses from basic messaging to richer conversations, and why success should be measured through business growth, return on investment, and customer experience, not just delivery rates.

Watch the full interview to learn how CX leaders can close the omnichannel gap, reduce customer friction, and build more connected, context-driven communications.

In 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 comparison, and buyer decision-making.
Sean explains why the customer journey is increasingly moving inside AI tools such as ChatGPT, Gemini, and Perplexity, where buyers can research, compare, and shortlist brands before a sales or marketing team sees any signal. For CX and marketing leaders, that creates a new visibility challenge: traditional traffic reports may not show where influence is really happening.
The conversation explores the difference between traditional search engine optimization and AI visibility, the “prompt gap” between keywords and real customer questions, and why reviews, social care, community discussions, and customer conversations now play a bigger role in how AI describes a brand.
Sean also shares a practical first step for leaders: run a visibility audit to understand how AI tools represent your brand, which competitors appear in the answers, and where CX issues may be shaping the narrative.

In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru, about the changing role of customer data, customer relationship management (CRM) and orchestration in AI-enabled CX.
As vendors increasingly talk about agentic experiences, AI-native platforms, systems of action, and systems of decision, Manthorpe explains why CX leaders need to look beyond the terminology and focus on outcomes. He discusses why CRM remains valuable as a system of record, but why customer data platforms (CDPs) are becoming critical for connecting context, intent and customer history across the wider enterprise tech stack.
The conversation explores how a CDP can help organizations understand not just what a customer has said, but what their behavior, journey, and data signals mean. Manthorpe also shares practical examples of how connected data can support proactive service, reduce friction, and improve self-service experiences.
Watch the full interview to learn how CX leaders can use CDPs to build a more connected, governed, and AI-ready customer experience strategy.

In this CX Today interview, Rob Wilkinson speaks with Kristin King, Chief Customer Officer at UJET, and Tena Curic, Senior Customer Success Manager at UJET, about what they learned by spending time directly inside customer contact centers.
Rather than relying only on dashboards, reports, or quarterly business reviews, the UJET team sat with agents and supervisors to understand how AI is actually affecting day-to-day service. They discuss why agents want AI to remove repetitive work, how poor automation can create extra friction, and why the best customer experiences still depend on context, empathy, and human judgment.
The conversation also explores why CX leaders should avoid confusing speed with progress, how to build AI strategies around clear outcomes, and why true vendor partnerships require being present with customers on the contact center floor.
Watch the full interview to learn how CX teams can use AI to improve efficiency without weakening service quality, agent confidence, or customer trust.