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https://cxfoundation.com/research/leader-guide-cx-nextiva 2025-04-22 daily 0.9 https://cxfoundation.com/video/nice-ceo-scott-russell-ai-cx-interview 2026-03-27 daily 0.9 NICE CEO Scott Russell on Speed, Scale, and Enterprise AI https://i.ytimg.com/vi/SuD6r6h6r0A/maxresdefault.jpg In this CX Foundation Executive Spotlight, we sit down with Scott Russell, CEO of NiCE, to break down what’s really happening in enterprise AI—and what comes next. From the so-called “SaaS apocalypse” to AI agents handling up to 80% of customer interactions, this conversation goes deep into how the contact center is being fundamentally redefined. 00:00 Katherine’s Introduction 00:33 Why “Speed Is a Choice” in Enterprise AI 04:01 Scott Russell on the SaaSpocalypse and SaaS in the AI Era 07:13 Why NICE Wanted to “Become Like Cognigy” 10:04 Rethinking AI Pricing Models in Customer Service 13:29 Why AI-First CX Still Needs Humans in the Loop 16:19 How NICE Helps Enterprises Reinvent for AI 19:29 Outcome-Based AI, Customer Trust and ROI 22:17 Why Scaling AI Is Still So Hard for Enterprises 24:48 NICE’s 2025 Results and What’s Coming in 2026 28:09 Katherine’s Closing Remarks https://cxfoundation.com/video/enterprise-connect-nice-nexus-takeaways 2026-03-25 daily 0.9 CXF Reflects: Enterprise Connect, NICE, and AI Platform Shifts https://i.ytimg.com/vi/5CxQV3u2KDg/maxresdefault.jpg Join CX Analyst Katherine Stone and Director of Market Analysis Charlie Mitchell as they discuss their experiences at Enterprise Connect 2026 and the NiCE Cognigy Nexus event. This conversation covers essential topics such as the evolution of the contact center and the impact of ai on customer experience. They also touch on digital transformation strategies and the future of work. In this episode: 00:00 Welcome to CX Reflects 00:28 Enterprise Connect 2026 and NICE Nexus Munich 09:37 Avaya Nexus: Voice for Mission-Critical Teams 11:58 Cresta’s Knowledge Agent for Human Support 14:05 AWS Predictive Insights and Proactive Service 15:49 Zoom’s AI Companion and CCaaS Push 17:00 RingCentral’s Agentic AI Voice Strategy 22:38 Final Remarks from Katherine and Charlie https://cxfoundation.com/video/forced-self-service-customer-experience 2026-03-18 daily 0.9 Why Forced Self-Service Is Breaking Customer Experience https://i.ytimg.com/vi/JdNHtMirLa4/maxresdefault.jpg Many companies are prioritizing AI-powered digital channels, leading to what we call the 'self-service trap.' This approach often results in customer frustration, despite brands investing heavily in digital self-service solutions. We discuss why a focus on artificial intelligence in customer service, particularly with ai chatbots, can sometimes erode trust and negatively impact the overall customer experience. 0:00 Katherine's Introduction 0:42 The Digital Delusion 2:26 The 3 Reasons Companies Keep Pushing Digital-First 3:51 The Self-Service Trap 5:32 Why Customers Still Prefer Human Support 5:51 Customer Freedom = Customer Loyalty 6:40 How to Improve Service Across Every Channel 7:10 Katherine's Closing Remarks https://cxfoundation.com/video/salesforce-agentforce-contact-center 2026-03-12 daily 0.9 Salesforce Unveils Agentforce Contact Center at Enterprise Connect https://i.ytimg.com/vi/QqahBrTONsE/maxresdefault.jpg Charlie from CX Foundation interviews Kishan Chetan, EVP and GM of Agentforce Service, at Enterprise Connect 2026. They discuss @salesforce Salesforce’s expansion into IT and HR Service, highlighting the importance of Data 360 for the contact center industry and how AI innovation is driving new solutions in the contact center. This conversation touches on the future of AI for business and the role of data integration in creating a seamless customer experience. In this chat: 00:00 Charlie’s Introduction 00:36 Why Salesforce Is Launching a Contact Center Now 01:40 What Makes Agentforce Contact Center Different 03:42 What’s Next for Agentforce Contact Center 05:12 What Happens to Salesforce’s CCaaS Partnerships 06:56 Where Slack Fits into the Contact Center Story 08:49 Why Salesforce Is Expanding into IT and HR Service 10:20 Salesforce’s Long-Term Service Vision 11:30 Charlie’s Closing Remarks https://cxfoundation.com/video/unified-customer-experience-management 2026-03-10 daily 0.9 What is Unified Customer Experience Management (CXM)? https://i.ytimg.com/vi/jIJknVgVNNk/maxresdefault.jpg In this video, we explore the emerging concept of unified customer experience management from an analyst's perspective. We discuss the challenges of AI fatigue and data silos, and how integration is becoming the minimum standard. This content also touches on app overload and what the market wants next for the customer journey, emphasizing the importance of agent orchestration and human in the loop approaches. 00:00 Katherine’s Introduction 00:25 Unified CXM: How Did We Get Here? 00:56 Why Unification Became Essential 01:44 The Agent Workflow Breakdown 02:27 The Customer Experience Impact 02:58 Data Silos and Business Risk 04:05 AI Fatigue Reaches a Breaking Point 04:57 The Executive Reality Check 05:55 The Results Gap After AI Hype 06:36 Integration Becomes the Minimum Standard 08:12 Tech Stack Consolidation and Tech Debt 09:12 App Overload and the Bolt-On AI Problem 10:19 The Unified Platform Payoff 11:13 What the Market Wants Next 11:34 UCXM in 2026: The Year Ahead 12:17 Katherine’s Closing Remarks https://cxfoundation.com/video/ringcentral-air-review 2026-03-03 daily 0.9 What Is RingCentral AIR? Live Demo + Feature Breakdown https://i.ytimg.com/vi/nRkmh65XP2k/maxresdefault.jpg In this video, Katherine reviews and tests the RingCentral AI Receptionist, also known as RingCentral AIR, an AI call handling solution designed to manage, answer, and transfer calls and enhance customer support. 0:00 What is RingCentral AIR? 0:27 The AI Receptionist in Action 0:50 Live Demo: 5 Real-World Performance Tests 3:58 Core Feature #1: Voice & SMS AI 4:31 Core Feature #2: Multi-Language Support 4:54 Core Feature #3: Live Agent Transfer with Full Context 5:14 Core Feature #4: Advanced Routing Skills 5:39 Core Feature #5: Lead Capture & CRM Integration 6:01 Core Feature #6: Appointment Booking 6:21 3 Case Studies — More Revenue, Lower Costs 6:42 Katherine Closing Remarks https://cxfoundation.com/video/silent-customer-churn 2026-02-24 daily 0.9 CXF Reflects: Why Customers Leave Without Saying a Word https://i.ytimg.com/vi/Yl9SS0rd8us/maxresdefault.jpg Is your business losing customers without knowing why? Silent churn - when customers leave without saying a word - is one of the most expensive problems in customer experience. In this episode of CXF Reflects Spotlight, CEO of Sogolytics Hamid Farooqui talks with CX Analyst Katherine Stone about what businesses get wrong about collecting and acting on customer feedback — and how to fix it. What we cover: → Why customers stop responding to your surveys (and what to do about it) → How to use AI to design smarter, faster, and less annoying surveys → The real reason customer feedback strategies fail - and how to fix yours → Survey design principles that actually get responses → Silent churn: catching the customers who leave without telling you → How Sogolytics uses AI analytics to surface insights traditional surveys miss Hamid brings a rare combination of enterprise depth (Oracle, K12 Insights) and founder-level conviction to the feedback management space. This is a practical, no-fluff conversation for CX leaders, product teams, and anyone who wants to turn customer data into real decisions. :bell: Subscribe for weekly CX and CCaaS analysis :dart:Follow the CX Foundation on LinkedIn: [linkedin.com/company/cxfoundation] :globe_with_meridians: Learn more about Sogolytics: sogolytics.com #CustomerExperience #CX #CustomerFeedback #SurveyDesign #AIinCX #CustomerChurn #VoiceOfCustomer #CXLeadership #Sogolytics In this episode: 0:00 Katherine’s Introduction 0:41 Sogolytics in 60 Seconds: The Elevator Pitch 2:07 The #1 Feedback Mistake Leaders Keep Making 3:53 The Biggest Myth About “Vocal Minority” Feedback 5:21 Why Companies Collect Insights… Then Do Nothing 7:44 The CX Feedback Blueprint: Questions, Metrics & Closing the Loop 10:12 New-School CX Metrics: Ask the Right Question at the Right Time 16:21 From Data to Action: Designing “Signal Questions” That Prevent Churn 18:47 Create Surveys with AI: What AI Should Do vs Humans Must Do 23:18 The Next CX Frontier: Serving “Bot Customers” 26:17 What Customer Surveys Will Look Like in 12 Months 28:35 AI-Only Social Media & The Future of Feedback 29:05 Voice AI in CX: Hype vs Real Demand 34:54 Silent Customer Churn: Why People Leave Without Saying Anything 37:38 How to Build Trust So Customers Tell You the Truth 42:06 Why Surveys Get Abandoned (And How to Fix It) 44:52 Managing Customer Data at Scale: Governance, Prioritization & Actionability 47:54 Rapid Fire: Worst Survey Questions, Incentives & Ideal Formats 52:22 What the Best Sogolytics Customers All Do Right 53:19 What’s Next for Sogolytics in 2026: Verticals + Prompt-Driven CX 55:25 Katherine’s Closing Remarks https://cxfoundation.com/video/how-ai-voice-agents-work 2026-02-18 daily 0.9 How AI Voice Agents Work & Why They Sound So Human https://i.ytimg.com/vi/VzKWAd29Pu0/maxresdefault.jpg This video explains the sophisticated pipeline of technologies powering modern AI voice agents in contact centers. It details components like Large Language Models, Basic Voice Bots, AI Voice Agents, Workflow Based Systems, and Voice Activity Detection, emphasizing their coordinated function for caller intent understanding in customer service. Learn how artificial intelligence is reshaping the contact center experience. 00:00 Katherine’s Introduction 00:29 How Do AI Voice Agents Work? 5 Distinct Technologies 00:50 #1 ASR: The Transcriber 01:18 #2 LLM: The Brains 02:55 #3 Agentic AI: The Action-Taker 04:07 #4 Text-to-Speech: The Talker 04:36 #5 Voice Activity Detection: The Conversationalist 05:11 Katherine’s Closing Remarks https://cxfoundation.com/video/avaya-c1-lawsuit-france-teams-zoom-ban 2026-02-02 daily 0.9 CXF Reflects: Avaya C1 Lawsuit, France Teams & Zoom Ban https://i.ytimg.com/vi/S2wU_C7Xqdw/maxresdefault.jpg In this CX Reflects fireside chat, Katherine Stone, Charlie Mitchell, and Zeus Kerravala from @ZKResearch discuss @avaya's and C1 lawsuit, France's ban on @Zoom and @Microsoft Teams, and other American platforms. The conversation also highlights how AI in CX is reshaping customer satisfaction metrics and agent performance. In this episode: 00:00 CXF Reflects – Introduction 01:15 Avaya vs C1 Lawsuit: What Happened and Why It Matters 03:44 Avaya, C1, and the Role of Partners in Customer Ownership 07:29 ServiceNow’s 90% Automation Claim and Its Workforce Impact 10:01 ServiceNow Automation: Productivity Gains Without Workforce Reduction 18:58 What to Automate vs What Should Remain Human in Customer Service 22:38 AWS and Nationwide Partnership: Call Verification and Customer Trust 25:27 Amazon Connect at Scale: Usage-Based Pricing and Workforce Upskilling 31:14 France Moving Away from Teams and Zoom: Digital Sovereignty Explained 37:55 France, Vizio, and the Trade-Off Between Sovereignty and Capability 40:45 CXF Reflects – Closing Remarks Guests: • Zeus Kerravala , Founder and Principal Analyst at ZK Research — LinkedIn: https://www.linkedin.com/in/zkerravala/ Links: • ZKResearch - https://zkresearch.com/ • CX Foundation - https://cxfoundation.com/ https://cxfoundation.com/video/cx-trends-2026 2026-01-27 daily 0.9 CXF Reflects: CX Trends Shaping 2026 https://i.ytimg.com/vi/379kQZW8wGU/maxresdefault.jpg In this CXF Reflects fireside chat, CX analyst Katherine Stone and Charlie Mitchell break down the biggest customer experience shifts coming in 2026. They explore why CX must move beyond the contact center, how AI is reshaping metrics and agent performance, the growing role of IT in CX strategy, and what new pricing models mean for enterprise buyers. In this episode: 00:00 Welcome to CX Reflects 00:38 Meet Charlie Mitchell 02:14 Why Contact Center ≠ Customer Experience 04:21 Why CX Terminology Is Changing 05:15 AI-First KPIs: How CSAT Is Evolving 07:06 Measuring AI Performance in the Contact Center 09:52 Agent Burnout and Case Complexity 12:26 CCaaS and ITSM Are Converging 15:32 How CCaaS and CRM Integration Is Accelerating 17:24 Why Pricing Models Are Changing Fast 24:19 Contract Lengths and IT-Led Buying Decisions 27:24 Upskilling for an AI Era: Empathy and Soft Skills 30:23 AI or Human Agents: What Customers Really Want 33:03 Machine Customers: AI-to-AI Service 35:27 Final Remarks from Katherine and Charlie https://cxfoundation.com/video/how-assembled-scales-ai-and-human-support 2026-01-16 daily 0.9 Assembled CEO Ryan Wang on AI Support Orchestration https://i.ytimg.com/vi/SelbxMciMjk/maxresdefault.jpg Welcome to another episode of CXF's Executive Series! In this video, we feature Ryan Wang, CEO and co-founder of Assembled, discussing crucial aspects of customer service and business strategy. We cover topics vital for customer engagement and business development, aiming to enhance overall customer satisfaction. (Timestamps) 0:00 Intro — Katherine sets the stage 0:49 Assembled in 60 seconds: what they do & who it’s for 2:47 Ryan Wang’s journey — building the mind behind Assembled 6:26 Origin story: building through the pandemic 10:41 Fixing “classic” WFM pain 13:00 From WFM → AI Copilot: meeting “Cal” and the shift to AI-assisted ops 15:50 Scaling great CX for enterprise and SMB teams (humans + BPO + AI) 18:34 What Assembled copilots can actually do (capabilities & use cases) 21:43 Why real-time multilingual translation took longer than expected 23:27 Guardrails & oversight without losing workflow speed 27:32 Achieving brand consistency across humans, vendors & AI 30:19 Support analytics: measuring humans vs. AI agents 34:08 The “AI resentment” problem inside support teams 38:14 Avoiding metric traps: don’t let AI chase empty KPIs 42:03 Handoff strategy: what AI should do vs. what humans must own 45:50 A single platform for wildly different companies 48:28 Built for support leaders: why ops managers are the core user 50:39 AI implementation: what actually drives success rates 52:43 52:43 AI moves fast — how to choose the right trends by starting from workflows 54:35 Assembled’s approach to partnerships & integrations 57:06 The real value of Assembled’s “VPO” add-on 59:45 Assembled’s pricing model breakdown 1:02:50 Biggest lesson from 2025 — what other teams can learn 1:05:33 What’s coming in 2026: 3 planned features 1:08:03 How to improve your Voice AI strategy 1:10:24 Ryan Wang’s vision for his legacy 1:12:48 The biggest misconception analysts have about customer experience and AI 1:14:44 Sometimes illegal pinball machines are enough to break the ice. 1:16:35 Katherine Stone’s closing remarks Guests Ryan Wang, CEO @ Assembled — LinkedIn: https://www.linkedin.com/in/ryanywang/ Links Assembled: https://www.assembled.com/ CX Foundation: https://cxfoundation.com Subscribe for more deep dives on AI x Voice x CX https://cxfoundation.com/video/how-ai-workslop-impacts-cx 2025-12-29 daily 0.9 How AI Workslop Is Undermining Customer Experience https://i.ytimg.com/vi/-G-y8MJziAo/maxresdefault.jpg Is AI actually improving customer service — or quietly making it worse? In this episode, we unpack the rise of AI Workslop: low-effort, AI-generated content that looks polished, but delivers no real value. From generic chatbot replies to meaningless internal reports, AI workslop is flooding both employees and customers with digital noise — and it’s destroying trust, productivity, and loyalty in the process. You’ll learn: • What AI workslop really is and why it’s spreading • How it’s burning out agents and breaking collaboration inside organizations • Why customers are more frustrated than ever with “automated” service • The hidden mindset and leadership mistakes fueling the problem • How CX leaders can stop workslop and use AI to deliver real outcomes We’ll also explore the difference between using AI as a shortcut versus a co-pilot, and why the future of CX depends on intentional, human-centered AI — not “AI everywhere” mandates. Timestamps: 0:00 Katherine’s Introduction 0:14 AI Workslop: Why Customer Service Sucks Now 1:18 How AI Workslop Impacts the Employee Experience 3:13 AI Workslop’s Customer Experience Cost 4:18 What Causes AI Workslop? 6:01 4 Steps to Stop AI Workslop 6:15 Step #1: Adopt a Pilot Mindset 6:43 Step #2: Set Clear Guardrails 7:15 Step #3: Center Human–AI Collaboration 7:58 Step #4: Focus on Outcomes, Not Output Speed 8:49 Katherine’s Final Remarks https://cxfoundation.com/video/executive-ai-fluency-gap 2025-12-16 daily 0.9 How the Executive AI Fluency Gap Impacts CX https://i.ytimg.com/vi/Rnka1qkO7A4/maxresdefault.jpg Executives are betting their companies on AI they have never actually used. This video breaks down the executive AI fluency gap, why it is hurting customer experience, and what leaders must do to close it before customers pay the price. In this video: 00:00 Katherine’s Introduction 00:58 What’s Causing the Executive AI Fluency Gap? 01:48 Fluency Gap Cause #1: Limited Executive Experience with AI 02:25 Fluency Gap Cause #2: Executive Psychological Barriers to AI 02:47 The CX Consequences 03:36 Best Practices for Closing the AI Fluency Gap 03:55 Practice #1: Mandate Hands-On Experimentation 04:49 Practice #2: Leverage Bottom-Up Learning 05:38 Practice #3: Develop “AI Shapers” 06:23 Practice #4: Beat AI Overwhelm with Clarity 06:40 Practice #5: Train on Workflows, Not AI Tools 07:02 Katherine’s Closing Remarks https://cxfoundation.com/video/zoom-cx-interview-michelle-couture 2025-12-09 daily 0.9 Exploring Zoom’s CX Vision with Global CX Lead Michelle Couture https://i.ytimg.com/vi/i0oK-3r--jI/maxresdefault.jpg In this CX Foundation interview, Katherine Stone sits down with Michelle Couture, Global Lead of CX at Zoom, to break down Zoom’s “connection-first” approach to customer experience. We explore how Zoom blends human agents with AI virtual agents, how to reduce customer effort, and how enterprises can escape the growing trend of AI FOMO by anchoring AI to real business outcomes. Michelle shares how Zoom AI Companion, Expert Assist, and Zoom’s unified platform architecture help CX teams deliver faster resolutions, lower friction, and more empathetic interactions at scale. What you’ll learn in this episode: • Why connection—not automation—is the real foundation of modern CX • How AI and human agents collaborate in Zoom’s hybrid workforce model • How to balance empathy with KPIs like AHT and resolution rate • The ROI of reducing customer effort in the contact center • How Zoom AI Companion + Expert Assist supports agents in real time • How to avoid AI FOMO and implement AI with purpose-built outcomes • Why unified data, shared architecture, and cross-app connectivity matter • How Zoom helps enterprises modernize without “rip and replace” Whether you're a CX leader, AI strategist, or contact center operator, this interview breaks down practical insights you can implement today. Featuring: Katherine Stone, CX Analyst – CX Foundation Michelle Couture, Global CX Lead – Zoom If you enjoyed this discussion, subscribe for more CX insights, interviews, and deep dives. Timestamps: 00:00 Katherine’s Introduction 00:01 Balancing Empathy with KPIs 02:56 New CX Metrics for the AI-First Era 05:27 AI Support During High-Stress Moments 08:12 Using AI to Enable Agents, Not Replace Them 10:52 Combating AI FOMO in Leadership 12:55 Real-World Example: Cricket Customer Journey 14:54 Building a Connected Customer Experience 18:10 Designing Human-in-the-Loop AI 20:42 How Zoom is Maintaining Innovation Across an All-in-One Platform 23:54 Aligning Innovation Pace with Customer Readiness 26:21 Katherine’s Closing Remarks https://cxfoundation.com/video/regal-ai-ceo-alex-levin-interview 2025-12-09 daily 0.9 Regal AI with CEO Alex Levin: How Voice Agents Are Transforming CX https://i.ytimg.com/vi/RKemUH9D76c/maxresdefault.jpg In this informative conversation, Katherine from CX Foundation sits down with Alex Levin, CEO of Regal AI. The conversation kicks off with a request for an elevator pitch for Regal AI, providing a concise business, product, and strategy overview. This discussion sets the stage for insights into the leadership and strategy for driving Regal AI's mission to revolutionize CX. Timestamps: 00:00 Katherine’s Introduction 00:18 Live Demo: Booking a Vacation with Regal AI 03:19 Self-Serve vs. Human Calls 04:56 Regal’s CX Vision & Future of AI 05:53 Human-Centered Interfaces & the Future of Interaction 07:46 Customizing AI Agent Personality 08:22 How Regal Proved AI Can Feel Human… With a Virtual Dog 09:48 When AI Tells the Truth: Transparency & Trust in Customer Service 12:03 What Happens to Human Agents When AI Outperforms Us? 15:28 Congrats, You’re All Gonna Be AI Managers 17:37 Journey Nodes That Decide Based on Mood, Tone, Outcome 20:56 Built-In Limits: How Regal Keeps AI on Script 24:08 One Build, Multiple Voices: Regal’s Context Engine 26:15 Why CRM Data Isn’t Enough Anymore 28:20 From Manual QA to AI QA: Regal’s Testing Advantage 30:33 Focus on Differentiation, Outsource Commodity 32:33 Regal’s Virtual Agent Job Board: Pre-Built AI You Can Actually Use 34:46 What Works Gets Scaled 36:21 How Regal Hit 90% Containment and 90% CSAT at the Same Time 37:48 Fixing the AI-to-Human Handoff Problem 39:49 Can AI Actually Build Customer Trust? 44:03 Preventing a Fragmented Customer Experience with AI 45:55 Messaging That Truly Resonates with Customers 49:11 Why Regal Chooses Consumption-Based Pricing 51:51 Regal’s Agenda for 2026 54:39 Holiday Party Topics with Alex Levin 56:04 Katherine’s Closing Remarks https://cxfoundation.com/video/ai-fomo 2025-12-02 daily 0.9 From AI FOMO to AI ROI: Five Practices That Deliver Real Customer Value https://i.ytimg.com/vi/kQwseXidAHU/maxresdefault.jpg AI FOMO has taken over boardrooms across the world. Companies are spending millions on AI tools, pilots, and “transformational” platforms — yet customer experience isn’t improving. In fact, many organizations are seeing lower ROI, stalled projects, and AI initiatives stuck in endless pilot mode. In this video, we break down why AI isn’t delivering real CX transformation, the traps companies fall into, and the truth behind vendor hype, inflated demos, and the obsession with being “AI-first.” You’ll learn: ✔ Why AI adoption is skyrocketing but CX outcomes aren’t ✔ The dangers of AI FOMO and “innovation theatre” ✔ How vendors fuel unrealistic expectations with scripted demos ✔ Why companies measure the wrong AI metrics (activity, not outcomes) ✔ Why most AI tools don’t actually get smarter over time ✔ The five best practices to turn AI hype into measurable ROI ✔ How to build a real AI strategy tied to customer value and business results Whether you’re a CX leader, contact center executive, AI strategist, or tech decision-maker — this breakdown will help you avoid costly mistakes and build an AI roadmap that actually moves the CX needle. ⏱️ Timestamps: 00:00 The AI FOMO Frenzy 00:39 5 Best Practices for Value-Driven AI 01:10 Practice 1 · Lead With Customer Value and Measurable ROI 01:44 Practice 2 · Measure Outcomes, Not Activity 02:49 Practice 3 · Avoid Automating Inefficiency 03:40 Practice 4 · Prioritize Learning Systems 04:44 Practice 5 · Prioritize Strategic Agility Over Rigid Planning 06:09 From AI FOMO to Strategic Focus 07:15 Katherine’s Closing Remarks https://cxfoundation.com/video/cresta-wave-2025 2025-11-25 daily 0.9 Inside Cresta Wave: How Cresta’s New AI Tools Strengthen the Hybrid Workforce https://i.ytimg.com/vi/o7gICxgPoV0/maxresdefault.jpg Join Katherine from CX Foundation as she sits down with Ping Wu, CEO of @Cresta, at the company’s first-ever global event — Cresta Wave — live from the Ritz-Carlton in Dallas. In this in-depth interview, Ping breaks down Cresta’s four major AI announcements unveiled on stage: 🔹 Real-Time Translation (Voice + Text) Cresta extends agent assist into full multilingual support for global contact centers. 🔹 Agent Operations Center A new orchestration layer that introduces the AI Supervisor role — empowering human supervisors to oversee both human and AI agents in real time. 🔹 Prompt Optimizer Cresta’s purpose-built model that automatically improves, rewrites, and suggests high-quality prompts to democratize AI development. 🔹 Automation Discovery Process-mining for the modern contact center. Identify what to automate, how to automate it, and estimate potential ROI. Ping also discusses: – The new definition of a hybrid workforce (AI agents + human agents) – Why Cresta focuses on augmentation, not replacement – How sub-agents and guardrails keep enterprise AI safe – The future of contact center automation and human-in-the-loop intelligence – Why Ping sees this as his life’s work and the next big frontier of enterprise AI Whether you’re a CX leader, analyst, or AI practitioner, this interview delivers a clear view into how Cresta is shaping the next era of customer experience. In this video 👇 00:00 Katherine’s Introduction, Cresta Wave & 4 Big Announcements 02:02 Which New Feature Will Transform CX First? 03:24 Why the Agent Operations Center Has Immediate Impact 04:47 The New Definition of a Hybrid Workforce 05:48 How These Tools Help Build, Improve and Govern AI Agents 06:57 Real-Time Translation & The Evolving Role of Supervisors 09:20 How the AI Supervisor Decides What Needs Human Intervention 10:59 The Prompt Optimizer & Democratizing Prompt Engineering 13:23 Why Cresta Uses Sub-Agents and How Guardrails Work 15:45 Real Guardrails in Action, Compliance and Safety 16:21 Side-By-Side Benchmarking & The Role of the AI Supervisor 18:07 Automation Discovery, ROI Forecasting & What’s Still Too Early to Tell 20:16 Where Beginners Should Start With Automation 22:45 Should Cresta Become a Full Contact Center Platform? 24:23 Ping Wu on His Life’s Work & the Future of CX 26:54 Hybrid Workforce, Claire’s Voice & Final Close at CrestaWave 26:54 The Inside-Out Approach: The Real Path to CX Transformation 28:23 Claire, Signal & How Cresta Elevates the Hybrid Workforce 30:57 The Cold Guardrail Applies to Everyone Even the CEO 31:18 Katherine’s Closing Remarks at CrestaWave https://cxfoundation.com/video/how-agentic-ai-is-changing-travel 2025-11-17 daily 0.9 How Agentic AI Is Reshaping Travel and Hospitality https://i.ytimg.com/vi/Fzn81CFLIgg/maxresdefault.jpg Planning a trip can be overwhelming, leading to significant travel burnout and heightened anxiety. This video provides essential travel tips and guidance on how to plan a trip effectively. We also discuss how to manage stress and anxiety, especially when dealing with flights, to make your journey more enjoyable. In this video: 00:00 Planning a Vacation Is a Nightmare 00:21 The Rise of Agentic AI 00:52 Generative AI vs. Agentic AI 01:27 Katherine’s Introduction 01:50 What Is Agentic AI in the Travel and Hospitality Sector 02:34 The Functional Power of Agentic AI 02:56 Dynamic Hyper-Personalization in Action 03:44 Real-Time Disruption Management 04:35 Do Customers Trust AI Travel Tools? 06:10 Trust Barriers in Agentic AI 07:16 The Business Benefits of Agentic AI 07:55 The Hotel Benefits of Agentic AI 08:36 The Airline Benefits of Agentic AI 09:38 The Four Best Practices for Implementing Agentic AI 09:56 Best Practice #1 Prioritize Strong Foundations 10:25 Best Practice #2 Redefine Outdated Workflows 10:39 Best Practice #3 Focus on High-Value Use Cases 10:53 Best Practice #4 Build Trust Incrementally 11:06 The Elephant in the Room: The Loyalty Shift 12:12 Entering the Agentic AI Era 12:29 Katherine’s Closing Remarks https://cxfoundation.com/video/zeus-kerravala-on-the-future-of-cx-platforms 2025-11-06 daily 0.9 From AI to Agentic: Zeus Kerravala on the Future of CX Platforms https://i.ytimg.com/vi/itIY7MV2ekw/maxresdefault.jpg Zeus Kerravala of ZK Research is live from the NiCE Industry Analyst Conference in Vienna, Austria, joined by fellow analyst Katherine Stone from @thecxfoundation (formerly GetVoIP). They dive into the massive implications of the NiCE acquisition of Cognigy and what it means for the rapidly evolving world of Customer Experience (CX) and Agentic AI. 💡 What You'll Learn in this CX Deep Dive: The Technology Partner Shift: Katherine explains the crucial difference between a traditional technology vendor and a long-term technology partner—and why the latter is essential for successful AI adoption. The Platform Advantage: Why NiCE's integrated, end-to-end platform approach (consolidating WFM, CCaaS, Analytics, and AI) avoids the "Frankensteinian" problem of bolting on disparate solutions that lead to siloed insights. The Power of Cognigy: A deep look at the Cognigy acquisition, which brings best-in-class Agentic AI to NICE's data-rich platform. Katherine highlights the flexibility, customization, and intuitive nature of the virtual agents. Voice AI for 2026: Get ready—Katherine predicts 2026 will be the year of the voice virtual agent, driven by the capabilities now available through the NICE-Cognigy integration. Adjusting AI Expectations: A discussion on the "95% failure rate" narrative and why the key to success is setting clear, trackable expectations (like the projected impact on Average Handle Time or containment rates) right from the start. The Changing Buyer: Zeus and Katherine analyze how the AI revolution is changing the traditional Contact Center buyer, moving purchase decisions up to the CIO and Chief Digital Officer in the C-suite. If you are a CX leader trying to navigate the shift from legacy call centers to AI-powered customer platforms, this discussion breaks down why a fully integrated platform is your best path forward. Watch the full video to see why the best advice for AI transformation is simply: "Just get started." Guests: Zeus Kerravala, Founder & Principal Analyst, ZK Research Katherine Stone, Industry Analyst, CX Foundation #NICE #Cognigy #CXFoundation #ConversationalAI #AgenticAI #CX #CCaaS #CustomerExperience #ZKast @NICEinContact @NiCECognigy https://cxfoundation.com/video/ai-orchestration-strategy-guide 2025-10-28 daily 0.9 How to Build an AI Orchestration Strategy That Scales https://i.ytimg.com/vi/zNdXcLseRbs/maxresdefault.jpg This is part 3 of our AI Orchestration Series from the CX Foundation — hosted by Katherine Stone. In this video: 0:00 Katherine’s Introduction 0:24 Setting the Context: Mastering AI Orchestration 0:52 What Does Successful AI Orchestration Look Like? 1:47 The Business Benefits of AI Orchestration 2:31 The Operational Benefits of AI Orchestration 3:04 What Are the Benefits of AI Orchestration? — Financial Impact 3:53 Customer Experience Benefits 4:41 Employee Benefits 5:47 How to Create an AI Orchestration Strategy in 5 Steps 5:57 Step 1: Define Business Goals & Prioritize Use Cases 6:39 Step 2: Streamline Systems & Consolidate Tech Stack 7:09 Step 3: Establish Governance, Risk Management & Controls 7:48 Step 4: Deploy Pilot Projects & Scale 8:37 Step 5: Monitor & Continually Optimize 9:25 Best Practices for AI Orchestration Success — #1 Maintain Consistency 10:11 Best Practices for AI Orchestration Success — #2 Update Governance Policies 10:26 Best Practices for AI Orchestration Success — #3 Train & Upskill Employees 11:02 Katherine’s Closing Remarks Part 1: https://www.youtube.com/watch?v=o5AaNgsCmkw&t Part 2: https://www.youtube.com/watch?v=VtSVQUTg2fQ&t https://cxfoundation.com/video/how-ai-orchestration-works 2025-10-20 daily 0.9 How AI Orchestration Works: The 3 Layers You Need to Know https://i.ytimg.com/vi/VtSVQUTg2fQ/maxresdefault.jpg Welcome to part two of our AI Orchestration Series from the CX Foundation — hosted by Katherine Stone. In this episode, Katherine breaks down how AI orchestration actually works and the three layers that bring it all together: 🔹 Intelligence Layer: Understands intent, analyzes sentiment, and determines the next best action. 🔹 Integration Layer: Connects your apps, tools, and data sources through APIs, connectors, and webhooks. 🔹 Orchestration Layer: Coordinates workflows, automates decisions, and hands off to humans when needed. By the end of this video, you’ll know exactly how modern CX teams use AI orchestration to connect tools like CRMs, chatbots, and analytics platforms — creating seamless, automated workflows that deliver faster resolutions and better experiences. In this video: 00:00 Katherine’s Introduction 00:13 Setting the Context: Mastering AI Orchestration 00:43 Defining AI Orchestration 01:26 The Question: How Does AI Orchestration Work? 01:42 The Three Layers of AI Orchestration 02:07 The Intelligence Layer 02:29 Tools Within the Intelligence Layer 03:00 The Intelligence Layer in Action (Example Case) 03:27 The Integration Layer 03:51 How Are These AI Tools Connected? 04:56 The Integration Layer in Action (Example Case) 05:13 Integration Layer Summary 05:35 The Orchestration Layer 06:43 What the Orchestration Layer Manages 07:14 The Orchestration Layer in Action (Example Case) 08:09 The Three Layers Working Together (Example) 09:43 Katherine’s Closing Remarks https://cxfoundation.com/video/convoso-ceo-nima-hakimi 2025-09-26 daily 0.9 Convoso CEO Nima Hakimi on The Future of Outbound https://i.ytimg.com/vi/3ehqZaf9Xz8/maxresdefault.jpg Convoso’s CEO & Co-Founder, Nima Hakimi, sits down with CX Foundation’s Katherine Stone to talk about the future of outbound dialing, AI-powered compliance, and scaling customer conversations at speed. In this conversation, you’ll learn: • How Convoso reinvented itself into an AI-driven outbound platform • Why caller ID reputation and compliance are now the #1 battleground • The launch of Convoso Ignite and how it boosts contact rates in real time • The truth about voice AI—what works, what doesn’t, and what’s next • Nima’s biggest lessons from bootstrapping, leadership, and growth Whether you’re a CX leader, sales executive, or dialer operator, this conversation will help you understand how to connect with more high-intent leads, stay compliant, and scale outbound campaigns responsibly. (Timestamps) 00:00 Katherine’s Introduction 00:32 What is Convoso? (According to Convoso) 01:57 Convoso’s Story and Evolution 04:36 Connecting with Leads, Building Relationships, and Maintaining Caller ID Reputation 07:37 Simple, Effective Tips for Outbound Calling Campaigns 08:42 Understanding the Point of Diminishing Returns 09:48 The Shocking Differences Between Carriers 11:05 Why Convoso Chooses Not to Rely on Third Parties 12:18 Nima Hakimi’s Perspective on AI 14:09 Convoso Ignite and the Company’s Future 15:27 The Convoso Calling Ecosystem Explained 18:54 Convoso Features & Tools: The Secret to 20x More Leads 22:37 The Real Impact and Challenges of Omnichannel Communication 25:23 Convoso’s Strategy to Maximize Contact Rates 28:07 Customer Best Practices that Drive Profitability 30:17 Nima Hakimi on Voice AI: Regulation and Expectations 33:06 Nima Hakimi’s Early Big Bet 35:20 The Most Powerful Lesson Nima Hakimi Has Learned 38:23 Convoso’s “Dream Feature” (with a Hint of Humor) 39:11 Katherine’s Closing Remarks Guests Nima Hakimi, CEO & Co-Founder @ Convoso — LinkedIn: https://www.linkedin.com/in/nimahakimi/ Links • Convoso: https://www.convoso.com/ • CX Foundation: https://cxfoundation.com https://cxfoundation.com/video/cresta-ceo-cmo-podcast 2025-09-17 daily 0.9 Cresta CEO & CMO on the Unified Human-AI Contact Center https://i.ytimg.com/vi/RIJtVDm0FJo/maxresdefault.jpg Cresta is building a unified platform for human + AI agents, from agent assist to full automation, so brands can modernize at their pace. In this episode, CEO Ping Wu and CMO Russell Banzon go deep on AI adoption, reliability, realities, voice AI “realness vs. readiness,” seamless AI↔human handoffs, measurable outcomes, and what’s actually under-hyped in AI for CX. If you’re a CX, Contact Center, or Ops leader trying to separate hype from hard results, this one’s your roadmap. In this conversation, you’ll learn: 1. Why “unified platform for human + AI agents” beats point tools 2. Hybrid/on-prem contact centers: yes, you can deploy AI before cloud migration 3. Voice AI tradeoffs: realness vs. production reliability (and why demos mislead) 4. Designing trustworthy AI: guardrails, data residency, human-in-the-loop 5. Agent Assist beyond “next best action”: real-time guidance, auto-notes, typing acceleration 6. AI→Human and Human→AI handoffs without repeating yourself (context preserved) 7. From pilots to scale: picking use cases, proving value, expanding NRR 8. New KPIs for the AI era: predictive CSAT, conversation intelligence, outcome tracking 9. Under-hyped frontier: proactive outreach, multimodal “talk to your website/app,” and the plumbing that actually makes AI work (Timestamps) 00:00 Introduction — Conversation with Cresta 00:58 Katherine’s Introduction 01:22 Introduction & Background: Russell Banzon, CMO of Cresta 01:40 Introduction & Background: Ping Wu, CEO of Cresta 02:52 The Forrester Wave Report & Cresta’s Long-Term Strategic Partnership 05:08 Cresta’s Perspective on AI Software & Viewing Clients as Partners 07:53 Hybrid Contact Centers: Adapting to Customer Needs 08:58 The Voice AI Perception Gap 11:51 Customer Education in a Rapidly Evolving CX Landscape 12:44 Cresta’s Voice AI Challenges & Models 14:32 Cresta’s Roadmap to AI Adoption 17:21 Guiding Customers Through Seamless AI-to-Human Handoff 20:23 On AI Agent Transparency 21:41 The Elephant in the Room… 24:42 Overhype in AI Capabilities & Flawed Success Metrics 27:59 AI Adoption Mistakes & Change Management Strategies 30:35 The Human Agent’s Emotional Value 34:41 Envisioning a Contact Center Without Mouse & Keyboard: Strengths of AI Agents 36:52 Ethical AI & Data Security 40:43 How Cresta Enhances the Employee Experience 42:35 The Impact of a Higher CSAT Score with Cresta’s Methodology 45:40 The Overhype of Job Displacement 48:00 Cresta on Behavioral Guidance 50:41 The Impact of Agent Assist 51:42 New AI Tools & the Rise of “Superhuman” Agents 55:18 Cresta AI Analyst: A Gold Mine of Information 58:54 Predictive CSAT & The Death of Customer Surveys 1:00:57 The Biggest Misconceptions About AI Adoption & Implementation 1:03:23 Cresta’s Take on What’s Underhyped in AI 1:06:28 The Untold Infrastructure of the Contact Center 1:07:38 What Won’t Change in the Next 10 Years 1:08:50 Katherine’s Outro Guests - Ping Wu, CEO @ Cresta — LinkedIn: https://www.linkedin.com/in/pingwu/ - Russell Banzon, CMO @ Cresta — LinkedIn: https://www.linkedin.com/in/russellbanzon/ Links - Cresta: https://www.cresta.com - CX Foundation: https://cxfoundation.com Subscribe for more deep dives on AI x Voice x CX https://cxfoundation.com/video/ai-orchestration 2025-08-21 daily 0.9 What Is AI Orchestration? A Simple Guide with Use Cases https://i.ytimg.com/vi/o5AaNgsCmkw/maxresdefault.jpg Katherine from the CX Foundation introduces a three-part series about AI orchestration, starting with the basics and real-world examples, making it perfect for AI for beginners. The video uses simple explanations and visuals to help viewers understand what AI orchestration is and how it works, diving into AI automation. Chapters: 00:00 Introduction 00:13 Mastering AI Orchestration — From Basics to Best Practices 01:08 Part 1: What Is AI Orchestration with Use Case 03:14 Definition 03:45 AI Orchestration and Integration: Key Differences 04:27 How AI Orchestration Works 05:06 AI Orchestration Use Case (VIP Customer) 05:51 Automation vs. Orchestration: AI Workflow Automation Defined 06:38 Automation vs. Orchestration: AI Workflow Orchestration Defined 07:44 AI Orchestration Use Case (Smart Home) 08:37 AI Orchestration Use Case (In Business Context) 10:04 Conclusion https://cxfoundation.com/video/ai-powered-retail-experience 2025-07-29 daily 0.9 How AI Is Transforming the In-Store Retail Experience https://i.ytimg.com/vi/D9aqE0d8piQ/maxresdefault.jpg Physical stores are not dying! The video shares interesting statistics about consumers who still shop in physical locations. It also looks at why many customers feel the customer experience has declined in brick and mortar stores, even in the luxury market. Investing in retail technology trends can help. Chapters: 00:00 Let's destroy a myth right now 00:29 Shopping in the Phygital Era 02:17 The In-Store Online Shopping Gap 02:40 AI-Powered Personalization and Immersive Experiences 03:38 Operational Excellence Through AI Integration 05:03 The Future of Retail https://cxfoundation.com/video/managing-shadow-ai 2025-07-22 daily 0.9 How to Detect and Prevent Shadow AI in the Workplace https://i.ytimg.com/vi/T3A_-_-ov-w/maxresdefault.jpg Employees are unknowingly sharing sensitive data with AI apps, raising concerns about security breaches. Addressing Shadow AI requires clear AI governance, upskilling, and the implementation of ongoing AI policy. Mitigating cyber risk is crucial in today's digital landscape. Learn more about shadow AI 👉 https://cxfoundation.com/blog/workplace-shadow-ai With the rise of Shadow AI, companies must implement robust data governance to prevent sensitive data leak. Training employees on responsible AI use and establishing clear AI policy are essential steps. Implementing an AI risk management framework helps to mitigate vulnerabilities and protect business success. https://cxfoundation.com/video/how-to-eliminate-data-silos 2025-07-11 daily 0.9 How to Eliminate Data Silos and Reduce Tech Stack Bloat https://i.ytimg.com/vi/4CbaUw6DKtg/maxresdefault.jpg Is your business data scattered everywhere? Data fragmentation is likely costing you time and money. Learn how data integration can help with operational efficiency and improve data quality. Chapters: 00:00 Data Integration for Next-Level AI in CX 01:01 The Data Fragmentation Crisis 02:15 The Benefits of Unified CX and Data 02:37 Step-By-Step Guide To Data and Platform Integration | Step One: Develop An Integration Strategy 03:10 Step Two: Audit Existing Systems and Tools 03:42 Step Three: Create Technology Partnerships 04:27 Step Four: Reskill and Train Employees 05:01 Step 5: Continual Monitoring and Auditing https://cxfoundation.com/video/reskilling-your-workforce-for-ai 2025-07-03 daily 0.9 Reskilling for AI: How to Prepare Your Workforce Now https://i.ytimg.com/vi/BqH80oJglBQ/maxresdefault.jpg This video highlights the importance of agent soft skills in the age of artificial intelligence. With the rapid advancement of AI, the ability to demonstrate emotional intelligence and adaptive thinking are becoming increasingly valuable for employees. Investing in workforce development is crucial for staying competitive. Chapters: 00:00 The Changing Landscape of Skills 00:49 Soft Skills Development 01:47 Reskilling and Upskilling 02:43 On-the-Job AI Training 03:25 New Roles Created by AI 04:06 Leadership’s Role in AI Optimization 05:14 The Strategic Partnership with AI https://cxfoundation.com/video/how-to-empower-your-agents 2025-06-17 daily 0.9 Why Are Your Customer Service Agents So Stressed? https://i.ytimg.com/vi/Kvb7mL0Q04I/maxresdefault.jpg Customer service agents often face daily struggles and frustrations due to inefficient tools, but with the power of artificial intelligence, businesses can achieve agent empowerment. By supporting agents with better resources such as real estate technology, companies can improve client relations. This leads to happier agents and improved customer experiences in the service industry. https://cxfoundation.com/video/avaya-ceo-interview 2025-06-11 daily 0.9 Avaya CEO Patrick Dennis on Redefining the Contact Center https://i.ytimg.com/vi/iaqcYzY2GfU/maxresdefault.jpg Patrick Dennis didn’t just inherit a legacy brand—he’s reengineering it for the future of human connection. On this episode of the Executive Series, the @avaya CEO unpacks why it’s time to retire the term “contact center,” how orchestration—not just automation—is the future of CX, and why the best brands win by extending the value of what they already have. He shares how Avaya is helping enterprises move from fragmented to fluid systems, how AI is being embedded at the orchestration layer, and why hybrid deployment isn’t a compromise—it’s a competitive advantage. From voice AI to agent empowerment, and from ROI clarity to redefining infrastructure—this is a masterclass in CX strategy for the AI era. Guest: Patrick Dennis, CEO of Avaya Host: Katherine Stone, CX Foundation Chapters: 00:00 Trailer 00:54 Introduction 01:40 Solving the Maze of Disconnected Systems 03:58 The Difference Between a Contact Center and a Connection Center 05:57 AI Systems to Improve Connection with Customers 09:02 AI Integrated in the Orchestration Layer 10:51 Facilitating AI Onboarding for Different Profiles 14:58 On Hybrid Deployment 18:39 The Formula of the World’s Best Brands 19:15 Extending the Value of Existing Infrastructure 22:22 Empowering Agents 25:29 Voice AI 28:21 Advice for Contact Centers on ROI 30:57 Top 3 Biggest Needs of Avaya's Clients 34:20 What Avaya’s Future Could Look Like 36:47 Final Commentaries https://cxfoundation.com/video/salesforce-cx-integration-strategy 2025-05-30 daily 0.9 Strategic CX Integrations That Actually Work with Salesforce https://i.ytimg.com/vi/nSVZR_CYo10/maxresdefault.jpg The best companies aren’t just connecting their CX tools to Salesforce—they’re orchestrating strategic, outcome-driven integrations. In this video, we reveal 5 critical practices that separate high-performing integrations from costly tech headaches. ✅ Whether you’re a CX leader, systems architect, or @salesforce @SalesforceAdmins—this is your playbook. 📥 Get the full Salesforce-CX Integration Framework: https://cxfoundation.org 📩 Subscribe for more CX strategy videos every week. #salesforce #customerexperience #digitaltransformation #salesforcetips #cxstrategy #automatedsolutions https://cxfoundation.com/video/avaya-experience-center 2025-05-29 daily 0.9 Avaya Experience Center: Exclusive Tour with CEO Patrick Dennis https://i.ytimg.com/vi/5UZ6_3L7tTQ/maxresdefault.jpg Inside the @avaya Experience Center | Exclusive Tour with CEO Patrick Dennis Step inside the future of enterprise communications. In this exclusive behind-the-scenes tour, we join Avaya CEO Patrick Dennis for a rare look inside the Avaya Experience Center — the company’s innovation hub built to reimagine customer and employee experiences. 🎥 Get a front-row view of: ✅ Real-time demos of Avaya’s AI-powered CX technology ✅ Visionary use cases for contact centers and hybrid work ✅ How Avaya is helping global brands transform customer journeys at scale This isn’t just a showroom — it’s a strategic signal from a company rewriting its future. 🔔 Subscribe for more exclusive CX insights, CEO spotlights, and enterprise innovation tours. #avaya #customerexperience #patrickdennis #technology https://cxfoundation.com/video/delta-cx-strategy 2025-05-22 daily 0.9 Why Delta Can Charge More: Inside Their CX Strategy https://i.ytimg.com/vi/wZ5gGlsEh64/maxresdefault.jpg Why I Always Fly Delta: The CX Strategy Behind a Leading Airline @Delta isn’t just an airline—it’s a customer experience machine. In this episode of CX Mastery, we break down the subtle (and not-so-subtle) moves that make Delta a masterclass in brand loyalty, operational excellence, and customer-first thinking. From gate to seat, discover why Delta keeps winning where others stall. #delta #cxstrategy https://cxfoundation.com/video/hidden-costs-of-chatbot-customer-service 2025-05-20 daily 0.9 The Hidden Costs of Chatbots (and How to Avoid Them) https://i.ytimg.com/vi/hQG0iTuw8_s/maxresdefault.jpg Chatbots promise efficiency—but what's the real cost? In this video, we break down five hidden risks companies often overlook when deploying chatbot solutions for customer service. Backed by real data and CX journey analysis, we expose how chatbots—if poorly implemented—can create “conversation debt,” harm NPS scores, and trigger runaway integration costs. Whether you're a CX leader, contact center exec, or digital transformation strategist, this 3-minute insight will challenge the hype and help you design more innovative automation strategies. 🔍 Learn: 👉 Why 67% of chatbot escalations cost more than they save 👉 How chatbot missteps can drop NPS by 28 points 👉 What it really takes to maintain effective automation 👉 The difference between scripted bots and true conversational AI 📈 Visit our site for more CX insights that matter → https://cxfoundation.org #customerexperience #customerservice #selfservice #chatbot https://cxfoundation.com/video/cx-platform 2025-05-14 daily 0.9 The CX Platform Buyers Guide for Contact Centers 2025 https://i.ytimg.com/vi/Pxt0mQBw-GU/maxresdefault.jpg In this video, we break down what a modern CX platform really is, how it powers enterprise contact centers, and what 5 vendor questions can reveal platform weaknesses before you buy. If your contact center still runs on disconnected tools — one for voice, another for chat, another for workforce management — you're not just inefficient. You're delivering fragmented customer experiences. Click here for The Ultimate Guide for Modern CX Leaders - https://cxfoundation.org/blog/what-is-a-cx-platform Whether you're comparing platforms like @Genesys, @NICE-Systems, @five9, @sprinklr or @nextiva, or just beginning your CX transformation journey, this video will help you cut through the noise, avoid costly mistakes, and make a confident, data-backed decision. 👇 Here's what we cover: ✅ What a CX platform actually does (and what it’s not) ✅ The difference between omnichannel and true CX orchestration ✅ Embedded AI, real-time analytics, and integration essentials ✅ 5 smart questions that expose vendor limitations ✅ Red flags to watch for in demos and sales pitches ✅ Why “value delivery” matters more than go-live dates ✅ How to evaluate platform fit — not just features CX Foundation exists to help enterprise leaders make smarter, strategy-aligned decisions, not just chase shiny tools. 🧠 Subscribe for deep dives on: CX platforms & tools, AI in customer service, Vendor comparisons & implementation strategy, and much more Time Stamps: 00:00 Introduction 00:10 What is a CX Platform 02:35 How does your AI actually learn from my specific customer interactions 02:45 Show me your agent desktop channel pivot 02:56 What's your implemenation-to-value timeline? 03:07 How do you handle custom integrations that aren't in your marketplace? 03:22 What percentage of your roadmap is customer driven? 💬 Drop a comment: What’s your #1 question when evaluating a CX platform? #cxplatform #customerexperience #contactcenter #genesys #five9 #sprinklr #nextiva #cxstrategy https://cxfoundation.com/video/how-shopify-built-an-empire-with-cx 2025-04-29 daily 0.9 How Shopify Built a $150B Empire with CX https://i.ytimg.com/vi/MLMoq_EbcMY/maxresdefault.jpg 🚀 How Shopify Built a $150B Empire by Obsessing Over the Merchant Experience 🚀 In this video, we dive deep into Shopify’s revolutionary approach to B2B customer experience that skyrocketed them to a $150 billion valuation! 💰 Discover the five key CX principles that any business can apply to create raving fans and drive massive growth – even if you’re not in e-commerce. From aligning success metrics to building a powerful merchant community, Shopify’s strategy is a masterclass in customer obsession. 🔑 What You’ll Learn: Align your success metrics with your customers’ success Eliminate unnecessary complexity for a seamless experience Build platforms, not just products Invest in customer capability building Transform customers into community members 💬 Let’s Talk: Which of Shopify’s CX principles could transform your business? Drop a comment below – I read and respond to every one! 🔔 Don’t Miss Out: Like, subscribe, and hit the bell for more CX insights from top brands! Next up: Domino's Pizza CX Revolution Time Stamps 0:00 Introduction 1:10 CX Principle #1 Align Success Metrics with your Customer's Success 2:09 CX Principle #2 Eliminate Unnecessary Complexity 3:28 CX Principle #3 Build Platforms Not Just Products 5:05 CX Principle #4 Invest in Customer Capability Building 6:07 CX Principle #1 Transform Customers from Users to Community Members https://cxfoundation.com/video/cx-audit-uber 2025-04-23 daily 0.9 The 60-Second CX Audit: Uber Edition | How Uber Wins https://i.ytimg.com/vi/ZiwWCas0vm4/maxresdefault.jpg 🚗 @Uber has a killer CX strategy. In this first episode of The 60-Second CX Audit, we break down Uber's customer journey to uncover how it built a $120B brand by solving the #1 pain point in traditional taxis: uncertainty. ⏱ From ride booking to post-trip ratings, we’ll cover: 1. How Uber reduced the ride-hailing process to just 3 taps 2. How it engineered *certainty* into every interaction 3. Why *frictionless payment* is key to their "magical" ending 4. How automated problem resolution drives retention 5. And the CX flaw Uber still hasn’t fixed (driver consistency 👀) 0:00 Introduction 0:11 5 Steps of a Customer Audit 1:30 Insights based on Audit 2:43 Principles of Uber 3:40 Applying Uber's Lessons 🎯 Plus: I’ll give you the exact 5-question framework I use with clients to uncover experience gaps and CX opportunities—no fluff, just insights you can apply *today*. ✅ Regardless of your industry, there is something to take from Uber's customer experience strategy. 🔔 Subscribe for weekly CX breakdowns & brand strategy insights. https://cxfoundation.com/video/boost-your-cx-for-free 2025-04-21 daily 0.9 Boost your CX for $0: Simple Strategies that Work https://i.ytimg.com/vi/cPnVPDhydh0/maxresdefault.jpg Want massive impact for little money? Implement these cost effective customer experience strategies. Time Stamps 00:00 Introduction 00:10 $0 CX Strategy Personalization 01:59 $0 Strategy #2 Feedback Loop 03:55 $0 CX Strategy #3 Service Recovery 06:24 $0 CX Strategy #4 Create Community In this video, I break down the four zero-cost CX advantages that help small businesses create unforgettable customer experiences, drive loyalty, and outperform their corporate competitors. 🔥 Featuring real stories from: A Brooklyn bodega that remembers your name (and your favorite hot sauce) A Southern kitchen in Tennessee where gravy reviews happen tableside A U-Haul customer saved by a wrench and a little hustle A Bed-Stuy coffee shop turning caffeine into community 📌 Here’s what you’ll learn: Personalization through memory – not algorithms Real-time feedback – no survey required Immediate service recovery – no approvals needed Community creation – not just loyalty programs 💡 Each story brings to life a zero-budget principle you can start using today to build stronger relationships with your customers. 👉 Whether you're a solo founder, a growing team, or just CX curious—this one’s for you. https://cxfoundation.com/video/amazon-returns-cx-blind-spot 2025-04-21 daily 0.9 Amazon's Return Process is a CX Nightmare https://i.ytimg.com/vi/aHO5g4qYr9M/maxresdefault.jpg @HO5g4qYr9M/edit returns are a problem. Is this element of their customer experience lacking? I have to talk about it. Amazon knows your preferences down to your shoe size, but when it’s time to return a product, it’s like they’ve never met you. In this video, I unpack one of the most surprising CX (customer experience) blindspots I’ve ever seen: Amazon’s broken return process. ⚠️ Despite pioneering one-click checkout and next-day shipping, Amazon leaves customers navigating a confusing maze of return options that lead to decision fatigue, real-world friction, and wasted time. 🚗 I share a real story of a return gone wrong (including a 30-minute UPS line for a FedEx package!) and discuss: Why Amazon’s personalization stops after the sale The hidden cost of service complexity 3 actionable ways Amazon (and your business) can fix the post-purchase experience Whether you're a CX professional, business owner, or just tired of return rage, this episode breaks down what companies get wrong about personalization—and how fixing it boosts loyalty, efficiency, and trust. 🔑 3 Key Takeaways: Personalization isn’t just for selling—it's for serving Service UX mistakes hit harder than checkout bugs Simplicity builds trust. Complexity drives churn. 👇 Tell me below: What’s your worst return experience—Amazon or otherwise? I’m Gabe, the CX practitioner. Subscribe for deep dives on how today’s biggest brands master (and mess up) the customer experience. Time Stamps 00:00 Introduction 00:50 My Return Experience 02:09 The Blind spots 04:00 Solutions https://cxfoundation.com/video/cx-nightmares-haunting-businesses 2025-04-14 daily 0.9 The 3 CX Nightmares Haunting Businesses in 2025 https://i.ytimg.com/vi/SHXKZUAVauI/maxresdefault.jpg Hidden CX failures may be quietly killing your business. In our "thrilling" channel launch, we reveal three customer experience disasters that are costing companies millions in 2025—and many executives don’t even see them coming. 👻 What’s inside: The AI Personalization Paradox – Why customers are pushing back on over-automation, and how top brands are blending AI with authentic human connection. The Disengaged Brand Epidemic – How economic uncertainty is making customer loyalty harder to win—and why brand neutrality could be your downfall. The Dirty Data Disaster – The silent profit killer: bad data. Discover how flawed customer insights are leading to costly mistakes and revenue loss of up to 25%. This video is your CX survival guide—packed with insights that will help you turn looming failures into opportunities for growth. Time Stamps 00:00 Introduction 00:30 AI Personalization Paradox 1:28 Disengaged Brand Epidemic 2:34 The Plague of Dirty Data 3:30 The costs of Dirty Data https://cxfoundation.com/author/reuben 2025-08-24 daily 0.8 https://cxfoundation.com/author/gabriel-turner 2025-05-22 daily 0.8 https://cxfoundation.com/author/katherine-stone 2025-05-22 daily 0.8 https://cxfoundation.com/author/andrew-nechiporuk 2025-05-22 daily 0.8 https://cxfoundation.com/author/eljohn-macaranas 2025-07-09 daily 0.8 https://cxfoundation.com/author/charlie-mitchell 2026-01-06 daily 0.8 https://cxfoundation.com/author/tim-banting 2026-03-09 daily 0.8 https://cxfoundation.com/author/zeus-kerravala 2026-03-18 daily 0.8