CX Today

Watch on YouTube. [https://youtu.be/ACfH25oPl-I] CX Today's Charlie Mitchell hosts Mario Matulich, President of the Customer Management Practice. Matulich discusses what to expect from the upcoming Customer Contact Week 2025 event that takes place between June 9-12, 2025. In doing so, they discuss: * The challenges attendees currently face within their CX operations.  * How CCW addresses these challenges with its agenda.  * The flagship speaker sessions for the week.  For more on CCW 2025, visit their website [https://www.customercontactweek.com/]. Thanks for watching. If you’d like more content like this, don’t forget to SUBSCRIBE [https://www.youtube.com/channel/UCZSpkvnZtjGc7UAP1r-MRoA] to our channel. You can also join the conversation on our X [https://twitter.com/cxtodaynews] and LinkedIn [https://www.linkedin.com/company/cxtoday/] pages.

CX Today's Charlie Mitchell hosts a conversation about the different CCaaS pricing models available to contact centers. To weigh up the pros and cons of each, he's joined by: * Zeus Kerravala, Principal Analyst at ZK Research * Heidi Elmore, Senior Product Marketing Manager for Amazon Connect First, they note how contact center providers are struggling to price their offerings now as AI threatens seat counts. From there, they consider: * What CCaaS pricing models are out there? * Kerravala introduces several common models, including subscription-, tier-. and outcome-based pricing plans. * How does AWS price Its CCaaS Solution: Amazon Connect? * Elmore discusses why AWS opted for a consumption-based model, and why the cloud giant believes the option is the future for CCaaS providers. * What differentiates the AWS Aapproach? * Kerravala gives his take on the AWS approach before Elmore shares key differentiators in its approach to consumption-based pricing.

In this CX Today interview, Deputy Editor Rhys Fisher sits down with Jennifer Sutcliffe, Vice President of Operations and Control at ComputerTalk [https://www.cxtoday.com/vendor/computer-talk/], for an in-depth discussion on data protection and compliance in the contact center space. Jennifer unpacks the layered approach ComputerTalk takes to security, while offering expert insights into emerging trends like AI regulation and data sovereignty. What does real trust look like in a digital contact center? For Jennifer Sutcliffe and the team at ComputerTalk, it’s about building compliance into the DNA of every customer interaction. In this episode, we dig into how today’s security practices can fuel, not frustrate, the customer experience. Key discussion points include: * Why data protection is foundational to CX, and not just a legal checkbox * How ComputerTalk’s “three-pronged” approach protects data without disrupting the agent or customer journey * The shift toward data sovereignty and growing skepticism of public cloud models * Predictions on how AI will both challenge and bolster data security frameworks in the years ahead

A new era for contact center training and live support – minus the analog mess. In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics [https://www.cxtoday.com/vendor/cyber-acoustics/], to explore how the company’s Agent Assist headset solution is revolutionizing agent training and real-time support in contact centers. Analog training tools in digital contact centers? Cyber Acoustics says no more. In this deep-dive interview, Thor walks Rhys through the story, tech, and impact behind Agent Assist – a next-gen headset solution designed to replace outdated systems and empower agents beyond onboarding. Watch to find out how Agent Assist: * Eliminates outdated QD cables with sleek, fully digital USB headsets * Enables live, in-call coaching without transferring calls, so agents learn as they go in real-time * Builds long-term agent expertise by allowing them to hear how supervisors resolve issues, every time * Boosts audit readiness by giving clients flexible access to monitor any agent’s live calls

From omnichannel excellence to AI-driven automation, XCally’s Sales Director Marco Pasculli breaks down the next big shifts in customer experience.  In this episode, Rhys Fisher, Deputy Editor at CX Today, is joined by Marco Pasculli, Sales Director at XCally. The pair dived into the hottest trends in the contact center, including reshaping CX, AI automation, and the CRM-CCaaS convergence. Marco shares exclusive insights into how businesses can future-proof their customer interactions.  The contact center landscape is evolving fast, and businesses must keep up or risk falling behind. In this exclusive interview, Marco unpacks the key trends driving change and how companies can leverage new technologies to create seamless customer experiences. Key discussion points Omnichannel Integration & Fragmentation – Why many companies still struggle with true cross-channel connectivity and how XCally solves this challenge. AI & Automation – From conversational AI to predictive analytics, discover how automation is reshaping customer support. The CRM-CCaaS Convergence – How CRMs are encroaching on CCaaS territory and what that means for contact centers. Future-Proofing with Cloud & On-Premise Flexibility – The surprising resurgence of on-premise solutions and the geopolitical factors driving it. Next Steps Watch the full interview to gain actionable insights from industry expert Marco Pasculli. Explore how XCally’s solutions can optimize your contact center experience.  Subscribe to CX Today for more exclusive CX and tech insights.