In this interview, recorded live at NiCE World London, CX Today's Rob Wilkinson sits down with Dorothy Copeland, Chief Partner Officer at NiCE, to unpack why businesses struggle to move from isolated AI pilots to meaningful, scalable transformation — and why the right partner ecosystem may now be the biggest factor in making AI work at scale. Dorothy shares her priorities for partner growth at NiCE, breaks down the newly announced NiCE AI Specialization Program, and explains why the shift fro...
Jul 16
11 min
In this CX Today discussion, host and Associate Editor Rhys Fisher sits down with Claudio Rodrigues, Chief Product Officer at Omilia, to cut through the AI hype and get real about why so many contact centers are underperforming despite significant investment. If your AI deployment isn't delivering, Claudio argues the problem started long before you went live, and he's got the framework to fix it. This is a must-watch for any CX leader tired of chasing metrics that don't tell the full story. T...
Jul 14
25 min
How can CX leaders scale AI without creating more risk than value? That is the central question in this CX Today interview with Rebecca Wettemann, Principal at Valoir, as she joins Rob Wilkinson to unpack how enterprise thinking around AI in customer experience is changing. The conversation shows how many organizations have moved beyond early enthusiasm and are now under pressure to prove that AI can deliver measurable business outcomes without harming trust, increasing costs, or disrupting o...
Jul 14
21 min
Public sector transformation does not move on hype alone. It moves under pressure, scrutiny, and long-term delivery demands. This conversation explores what major recent wins may signal for the wider market, what themes are rising fastest, and where the most overlooked opportunities now sit. In this interview, Rob Wilkinson sat down at NiCE World 2026 with Fiona Virture, Head of Public Sector Sales at Route 101 to discuss the business and operational realities shaping public sector tran...
Jul 13
9 min
Diabolocom’s AI Product Manager Tom Azernour on why orchestration, not automation, is the real future of contact center AI Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom, to unpack why the virtual agent category is long overdue for a rethink. As contact centers move beyond legacy voice bots into the agentic era, Tom explains what "orchestration-first" AI actually means in practice and why the architecture decisions made t...
Jul 8
23 min
Jeannie 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 this CX Today discussion, host Rhys Fisher, Associate Editor, sits down with two leading voices in customer experience: Jeannie Walters, CX expert and author, and Dr. Alyona Medelyan, CEO of Thematic. Together, they've co-authored Experience Is The Promise, a data-driven report analyzing n...
Jul 2
22 min
Are traditional survey links dead? With response rates at historic lows, the answer might be yes. In this episode, Rob Scott sits down with Sprinklr’s Sonal Singhal, Direct of Product, and Valarie Grant, Director of Solutions Consulting, to explore why relying on static, post-interaction forms leaves CX leaders with delayed insights, blind spots, and a fractured view of the customer experience. When you force a customer out of their natural channel just to leave feedback, you disrupt the jo...
Jul 2
19 min
Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the daunting prospect of ripping out legacy systems. Leaders are facing severe system fatigue, and the mandate from the boardroom is clear: show me the ROI, and show it to me now. To make sense of this tension, I sat down with Matt Clare, VP of Product Marketing at UJET, for a candid conversation about where contact center technology ...
Jul 1
8 min
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 stage at CCW 2026 in Las Vegas. Pasquale made a deliberate statement on stage: deflection is dead. In this debrief, the three unpack what killed it, what replaces it, and why half of all agentic AI pilots never reach production. They cover the governance conversations that have to happen before...
Jul 1
20 min
In this CX Today interview, Rob Wilkinson speaks with Jonathan Barouch, GM of Contact Center at Zendesk, about what “AI-native” and “agentic” actually mean in practice, where enterprise teams get stuck (data silos, authentication, brittle infrastructure), and how to roll out automation without betting the whole operation on day one. The conversation also challenges a common CX metric: containment. Barouch argues leaders should measure resolution, not deflection, and shares how teams can pilo...
Jun 29
19 min
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