From AI-driven automation to practical tech investments, Stanczak shares actionable insights on how organizations can deliver consistent, high-quality experiences while avoiding costly mistakes.

In this insightful discussion, Stanczak dives into the realities of running CX programs in a market defined by rapid change and soaring customer expectations.

Learn how to focus on what really matters and make technology investments that deliver measurable results.

Key takeaways include:

Avoiding the FOMO Trap: How CX leaders can prioritize core customer interactions and resist chasing every market trend.

Smart Tech Investments: Practical strategies for self-service, omnichannel access, and behind-the-scenes automation that improve ROI and customer satisfaction.

Choosing the Right Partner: Why partnering with experienced vendors like Enghouse Interactive can provide confidence, stability, and guidance through evolving CX challenges.

Future-Focused CX: Insights into emerging AI solutions and rapid innovation strategies that can transform customer experience without risking consistency.

Next steps:

• Evaluate your current CX channels and prioritize the ones that deliver the most impact.
• Consider implementing self-service and automation to improve efficiency and customer satisfaction.
• Explore partnerships with experienced vendors to guide your CX strategy confidently.
• Stay informed on emerging AI tools to capitalize on solutions that rise above the hype.

In this episode of CX Today, host Kieran Devlin sits down with William Rubio, Chief Revenue Officer at CallTower, and Joe Bigio, SVP of CCaaS, CX, and Conversational AI at Inoria, to explore how the strategic merger between the two companies is reshaping the CCaaS landscape.

With over 50 years of combined experience, Rubio and Bigio unpack the real-world challenges organisations face when deploying CCaaS and AI – and how their combined forces are making smarter, more integrated communications solutions a global reality.

With the acquisition of CX and AI specialist Inoria, CallTower is going beyond UCaaS – offering global, end-to-end CCaaS solutions designed for real business outcomes. In this insightful conversation, William Rubio and Joe Bigio reveal how their partnership is already delivering measurable value to IT and CX leaders overwhelmed by complexity, hype, and vendor sprawl.

Watch this video to learn:

• Why the Inoria acquisition fills a critical services and consulting gap in CallTower’s portfolio
• Where organisations continue to struggle with multichannel CX, CRM integration, and AI deployment
• How CallTower-Inoria helps decision-makers cut through the noise to make confident, strategic CCaaS choices
• What the next 12 months look like for the partnership — including a truly global, unified UC+CCaaS strategy

Next Steps:

Watch the full video to hear how CallTower and Inoria are guiding CX leaders toward clarity and success.

Visit CallTower’s website to access their conversational AI vendor matrix and explore global deployment options.

Reach out to the CallTower-Inoria team to discuss your organisation’s CCaaS and CX strategy.

In this episode of The Big CX Update, host Rhys Fisher, Deputy Editor at CX Today, sits down with Ioan MacRae, Chief Revenue Officer at Sabio, to explore how the company’s global expertise, AI-first approach, and customer focus are shaping the next generation of customer experience. From high-stakes transformations to tangible ROI delivery, Ioan lifts the lid on Sabio’s strategy and shares what’s next for the industry.

What does it take to deliver “brilliant customer experiences every time” in today’s competitive, tech-saturated CX market? MacRae shares candid insights on the company’s growth, market strategy, and why AI is becoming the glue that connects their three core pillars: Contact Center, AI & Automation, and Data.

In this conversation…

• Customer-Centric Culture: How Sabio ensures every service, process, and transformation is built around solving real client challenges.
• Global Reach & Local Expertise: The geographic strategy behind Sabio’s UK, Mainland Europe, and International operations.
• AI as a Game-Changer: Why AI and automation are set to influence every facet of CX, from agent enablement to data insights.
• Measurable Impact: The shift towards proving ROI, reducing cost-to-serve, and helping customers win industry recognition.

Watch the full interview to uncover how Sabio approaches innovation and market shifts.

Follow CX Today for more in-depth vendor insights. Explore Sabio’s latest solutions to see how AI can transform your contact center outcomes.

The company positions itself as a tech-forward marketing services provider at the intersection of customer experience, data, and technology. Their “highly intentional” M&A approach focuses on filling critical capability gaps rather than pursuing growth for growth’s sake.

Recent acquisitions tell a compelling story: RXA and Splash (2023) enhanced AI and analytics capabilities, creating a data-driven foundation for customer engagements. Emodo (2024) brought programmatic media infrastructure and AI-powered dynamic creative, particularly strengthening CTV capabilities. Guidance (2025) deepened digital experience expertise, especially in e-commerce and complex web development.

Neblock emphasizes that integration planning begins before any deal closes, ensuring new capabilities enhance OneMagnify’s integrated solutions offering. This disciplined approach helps differentiate OneMagnify from traditional holding companies and large consultancies by combining the responsiveness of an independent agency with the breadth of an integrated solutions partner.

The strategy appears to be working, transforming OneMagnify from individual services into a cohesive, end-to-end digital solutions provider.

He’s joined by four prominent CX analysts to dissect each story.

In this edition, our CX experts include:

• Zeus Kerravala, Principal Analyst at ZK Research
• Liz Miller, VP & Principal Analyst at Constellation Research
• Shelly Kramer, President & CEO at Kramer & Company
• Keith Kirkpatrick, Research Director at The Futurum Group

During the conversation, they share more insight into each of the three following news stories:

A New Lawsuit Alleges That a CCaaS Vendor Recorded a Domestic Violence Hotline without Permission

The lawsuit also accuses the vendor of mining those for communications to improve its own services. Yet, it’s far from the first filing from across the space to make this accusation.

Microsoft Launches a New Contact Center Integration Model for Teams

Once teased as “Power”, the new model goes by the name “Unify” and is Microsoft’s third solution for contact center vendors to attach their offerings to Microsoft Teams.

Mitel Is Set to Emerge from Chapter 11 Bankruptcy

The US courts have accepted Mitel’s bankruptcy plan, which will slash its debts by an astonishing $1.15BN. It’s now betting its future on hybrid enterprise communications deployments.

Stay up to date with the latest in CX space by subscribing to our newsletter.

With nearly two decades in the industry, Frederic shares his journey of building a global AI-driven contact center powerhouse. From expanding into new markets to redefining customer experience with AI, this conversation is packed with insights for CX professionals and tech enthusiasts alike.

Key discussion points include:

• Global Growth: How Diabolocom is expanding into North America, South America, and the Middle East to become the “Airbus of customer experience.”
• AI-Powered Solutions: The evolution of AI in contact centers, including virtual agents, real-time agent assistance, and automated quality monitoring.
• The Human Touch: Why AI isn’t replacing agents but empowering them by automating tedious tasks and enhancing productivity.
• Customer-Centric Innovation: How Diabolocom’s proprietary technology is helping brands improve customer loyalty and acquisition rates.

Watch on YouTube

Join Rhys Fisher as he sits down with Derek Corcoran, the CEO and Founder of Scorebuddy, a leading vendor in the quality assessment space.

Derek shares his journey from the telecommunications industry to creating Scorebuddy, discussing how AI is reshaping the customer service landscape and transforming agent performance. This conversation dives into how technology is streamlining the customer experience, offering invaluable insights for anyone interested in the future of customer service operations.

In this exclusive interview, Derek opens up about his background, what drives him, and how Scorebuddy is setting a new standard in the contact center industry. Here’s what you’ll learn:

• The Birth of Scorebuddy: How a need for efficient quality management in contact centers led Derek to develop a comprehensive solution.
• AI’s Role in Contact Centers: Derek discusses the growing impact of artificial intelligence, from automating evaluations to augmenting human oversight, and how Scorebuddy is leveraging this technology.
• Customer Success at the Core: With a strong focus on customer satisfaction, Derek explains how Scorebuddy’s team is dedicated to ensuring each deployment succeeds and customers see real business impact.
• The Future of Innovation: Derek shares his perspective on what’s next for the industry and how Scorebuddy is staying ahead of the curve by continuously evolving with new technologies.

This interview provides a behind-the-scenes look at the intersection of AI and customer service, highlighting the practical and strategic implications for businesses navigating this exciting transformation.

Next Steps

Interested in learning more about Scorebuddy’s innovative solutions?

Visit the website to explore how the company’s platform can enhance your contact center operations or reach out to the team for a demo today.

Thanks for watching. If you’d like more content like this, don’t forget to SUBSCRIBE to our channel.

You can also join the conversation on our X and LinkedIn pages.

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CX Today’s Head of Content Susie Harrison hosts Matthew Ainsworth, Chief Revenue Officer at Miratech, for a deep dive into his professional background, life at Miratech, and what’s next for contact centers and CX.

Matthew shares insights into Miratech’s evolution in CX solutions, their innovative approach to cloud-based managed services, and how they’re helping enterprises navigate the complexities of AI, cloud migration, and next-generation contact centers. From his passion for constant learning in a fast-evolving tech landscape to the unique, relentless culture at Miratech, Matthew offers a behind-the-scenes look at what drives the company forward.

Thanks for watching. If you’d like more content like this, don’t forget to SUBSCRIBE to our channel.

You can also join the conversation on our X and LinkedIn pages.

Watch on YouTube

CX Today’s Kieran Devlin speaks to Blair Ferguson, Chief of Staff at ComputerTalk.

In this session, we discuss the following:

• An introduction to ComputerTalk as a market leader and brand
• A deep dive into ComputerTalk’s products and go-to-market and implementation strategies
• How ComputerTalk addresses technology problem solving and innovation

For more information, visit ComputerTalk.

Watch on YouTube.

CX Today’s Susie Harrison hosts Alan Ranger, VP Marketing at Cognigy, for a deep dive into his role, Cognigy and innovations in AI. Expect to dive into the heart of Cognigy’s company culture, understand their key products and services, and discover how they tackle the big challenges in the tech industry.