CX Today

• NiCE Interactions International: Everything You Can Expect from the Must-Attend CX Event

  CX Today’s Charlie Mitchell sits down with Simon Broadbent, SVP UKI & SAIL at NiCE, to preview one of the contact center industry’s biggest vendor events: NiCE Interactions International 2025. 🎤Together, they explore the biggest challenges facing contact centers today and how NiCE plans to help solve them through strategy, innovation, and real-world customer stories.Key Discussion Points:📌 What Challenges Are Contact Centers Facing Today?From costly integrations to rising customer expectations, Simon shares the top pressures facing CX leaders across EMEA.📌 How NiCE Is Tackling These Issues at Interactions 2025With over 50% of the agenda driven by customer stories, NiCE is prioritizing real-world impact. Hear what you can expect from this year's event agenda.📌  What Else Is There to Enjoy?Alongside a CEO keynote, live customer stories, and visionary sessions, find out what else attendees can expect, including a performance from the Kaiser Chiefs 🎸👉 Ready to join one of the world's largest events dedicated to contact centers?Register for Interactions International 2025: https://www.nice.com/websites/interactions-international?utm_source=cx-today&utm_medium=cpc&utm_content=0000000&utm_campaign=NL_Q325_EN_PLT_EMEA_250827_EVN_PaidMedia-Interactions-International-2025&utm_detail=CX-Today-SB-InterviewHosted by Charlie Mitchell, Head of Publication at CX Today – Customer Experience Technology News.#contactcenters #nice #Interactions2025 Thanks for watching! Don’t forget to SUBSCRIBE for more expert insights, and follow us on X and LinkedIn for the latest CX news.For more on CX technology: https://www.cxtoday.com

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• The Future of Contact Center Technology: A Deep Dive

  CX Today's Charlie Mitchell hosts Richard Bassett, VP of CX & Automation at NiCE.The two discuss the evolution of contact center technology, considering data management, AI, and tech convergence. From there, they consider:🤔 What Comes Next? 🤔Bassett discusses how contact centers will become more predictive, proactive, and AI-led by evolving their data strategies. ⏩ How Can Contact Centers Stay Ahead of the Innovation Curve? ⏩Innovation is outpacing adoptions. Yet, Bassett highlights how contact centers can keep up.🟢 Where Can Contact Centers Go to Learn More? 🟢NiCE Interactions International is the go-to event to learn more. To register, visit: https://www.nice.com/websites/interactions-internationalHosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contactcenters #ccaas #niceThanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our Twitter and LinkedIn pages.For more Customer Experience tech news, visit: https://www.cxtoday.com

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• 80% of Tech Specialists Make These Common Mistakes that Make Them Regret their CCaaS Decision

  CCaaS solutions promise efficiency and scalability, but many tech specialists unknowingly make a few common but critical mistakes that lead to costly regrets.In this episode, CX Today's Floyd March hosts Michael Burrows, Director of CX Solutions. We uncover the common pitfalls affecting 80% of professionals in their CCaaS decision-making process.Miratech provides expert insights into why this issue persists and how businesses can sidestep these costly errors.Learn the strategies to optimize your CCaaS investments and avoid the common missteps that derail implementation success. Don’t make the same mistakes—watch now and take control of your CCaaS strategy!#CCaaS #Tech #Technology

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• Is Your Approach to Dirty Data Killing Your AI Implementation?

  Is your AI implementation struggling to deliver real value? The culprit could be dirty data. In this episode of CX Today, we explore the critical role of data quality in AI-driven customer experience strategies. Director of Presales at TechSee, Brion Johnson, shares insights on how poor data hygiene undermines AI’s ability to generate accurate predictions, automate customer interactions, and drive meaningful outcomes. Learn how businesses can clean up their data pipelines and implement best practices to ensure AI systems function at peak efficiency.Discover the actionable steps to turn data chaos into AI success. Don’t let dirty data sabotage your investments - watch now!

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• What If You Could Evaluate Every Customer Interaction?

  🔥 How AI and automation are transforming quality assurance and redefining CX performance measurement. In this episode, host Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, to explore how automation and AI are revolutionizing the world of contact center quality assurance (QA). Together, they unpack what it truly means to evaluate every customer interaction — and why this shift is reshaping how organizations understand, improve, and personalize the customer experience. Imagine if every call, chat, and customer interaction in your contact center could be automatically analyzed — not just a tiny sample, but everything. That’s the future of QA that Fedarb  discusses in this engaging conversation about the real-world impact of automation and AI in CX. Key takeaways from this episode: 🔴 From sample to scale: Learn how AI-driven evaluation eliminates the limitations of manual scorecarding, giving teams full visibility across every interaction. 🔴 Bias-free insights: Discover how automation removes unconscious bias from QA, delivering more consistent and trustworthy results. 🔴 Real-time feedback loops: See how supervisors can identify issues in the morning, coach by lunchtime, and see measurable improvements by the afternoon. 🔴 Smarter, faster innovation: Hear how organizations are expanding beyond basic metrics — using AI to uncover hidden trends, flag critical moments, and even recommend next best actions. Want to elevate your QA strategy? Explore how Enghouse Interactive's automation tools can help you evaluate every customer interaction. Subscribe to CX Today for more conversations on AI, CX, and digital transformation. Share your biggest QA challenge in the comments — could automation be the answer?

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