Is CX a strategy or something deeper? Katie Stabler, author of CXism, makes the case for treating customer experience as a company-wide philosophy, not just a project.
AI that solves customer problems before they finish explaining them. Ram Rajagopalan, Zoom's Head of Product for CXAI, reveals how building AI around real customer pain points.
Everyone's deploying AI in the contact centre. Almost no one is measuring whether it's actually working.
In this episode, James sits down with CX consultant Nerys Corfield to unpack why so many AI rollouts stall in the "trough of disillusionment" — and what separates the businesses getting real value from those chasing hype. They dig into why voice interactions still matter, how AI can reduce cognitive load for frontline agents without losing the emotional intelligence that drives loyalty, and why finance-led AI agendas often miss the mark on customer experience. Nerys also shares her framework for the metrics leaders should...
Andy Kingston, Head of Consumer Channels Transformation, joins Zoom to discuss what it takes to modernise large-scale customer and employee experiences, bringing thousands of employees together to deliver more connected, hybrid and human-centric digital services.
Is trust the new differentiator in CX? Leigh Hopwood, CEO of the CCMA, joins Zoom in on CX to explore AI, friction, and the future of customer trust.
Will agentic AI take contact centre jobs, or create better ones?
In this episode, Ben Neo sits down with Oru Mohiuddin, Research Director for Contact Center and CCaaS at IDC, to separate what's real from what's aspirational in AI-driven customer experience. They cover why CCaaS adoption across EMEA is set to jump from 60% to 80% within five years, what agentic AI is actually being used for today versus the hype, and how agent and supervisor roles are evolving rather than disappearing. Oru also makes the case for why contact centres should be viewed as revenue centres, not cost centres,...