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CX Today

179 episodes - English - Latest episode: about 1 month ago - ★★★★★ - 1 rating

News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team. Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.

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Episodes

5 Customer Experience Trends for 2024 & Beyond

February 22, 2024 10:00 - 51 minutes - 35.1 MB

Watch on YouTube. CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2024. To run through them, he's joined by: Nick Delis, Senior Vice President of International and Strategic Sales at Five9 and Christopher Brooks, Head of Consulting at Lexden CX. Both share their perspectives on each of the trends - as shared below: Cloud Migrations  Rising Customer Expectations  Personalization  Proactive Customer Outreach  AI Integration in CX Strategy  ...

Zoom's New CCaaS Packages: An Inside Look

February 12, 2024 12:00 - 21 minutes - 14.8 MB

Watch on YouTube. In December, Zoom released three exciting new packages for the Zoom Contact Center. To dive deeper, we got in touch with Amy Roberge, Head of Global Contact Center Solution Engineering at Zoom, to record this discussion. In doing so, we also discussed how Zoom is supporting contact centers in transitioning from multichannel to omnichannel. Indeed here are the major talking points: How the CCaaS packages will save contact centers money.  What these packages tell us abo...

The Zoom Contact Center AI: 3 Must-Have Capabilities That'll Drive Rapid ROI

February 01, 2024 10:00 - 21 minutes - 14.7 MB

Watch on YouTube. Zoom is on a CCaaS innovation hot streak, releasing 600 features for its CCaaS platform in just 18 months. Many of those are AI-fuelled. Recognizing this, we sat down with Brandon Knight, Global Head of CX Channel & Ecosystem at Zoom, to record this discussion. In doing so, we pinpointed three of the most eye-catching within Zoom's unified platform, zooming in on the following three: Capability #1 - Zoom AI Companion Capability #2 -Virtual Agent  Capability #3 - Auto...

CCaaS: Where Are We Now & Where Are We Heading

January 29, 2024 15:00 - 25 minutes - 17.2 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET, and Baker Johnson, CMO of UJET.  In this session, we discuss the evolution of the CCaaS market, considering:  The latest contact center trends.  How have CCaaS vendors reacted to these trends?  Predictions for the CCaaS market.  Why is UJET well-placed to succeed in the space, given these predictions?  Check out our rundowns of the CCaaS market reports mentioned in the discussion here:  Arago...

AI in the Contact Center: The Opportunities, Risks, and Rewards

January 29, 2024 11:00 - 11 minutes - 7.97 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Michael McCloskey, CEO of Bright Pattern. After a quick introduction into Bright Pattern, they deep dive on contact center AI, considering: The risks contact centers must be cautious of  The opportunities that contact centers can grasp  Bright Pattern as a contact center AI partner  Learn more about Bright Pattern's CaaS platform here. For more on Bright Pattern's TrustRadius Awards win, visit: https://www.trustradius.com/products/br...

BIG CX News - The Latest on Twilio's CEO Change & Zendesk's Klaus Acquisition

January 24, 2024 14:00 - 23 minutes - 16.3 MB

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts to dissect the latest stories from the space - including news from Twilio, Zendesk, & Verint. In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research  Liz Miller, VP & Principal Analyst at Constellation Research  Rebecca Wetteman, CEO & Principal Analyst at Valoir  Michael Fauscette, Founder, CEO...

GenAI-Powered Virtual Agents The Trend, Traps, and Solutions

January 17, 2024 10:00 - 21 minutes - 14.9 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Christoph Börner, Senior Director of Digital at Cyara. We discuss some of the trends, traps, and solutions that relate to GenAI-powered virtual agents, considering: How generative AI bolsters the abilities of virtual agents The risks associated with the virtual agent evolution The generative AI trust gap  How Cyara helps businesses navigate these traps and restores trust in GenAI-powered virtual agents  Learn more about Cyara's conve...

The Forces Shaping Customer Experience (and Why They Matter!)

January 10, 2024 10:00 - 18 minutes - 12.9 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Julian Hertzog, Head of Sales at babelforce. We break down the forces shaping customer experience, which Julian spoke of during his prize-winning Service Summit's Masterclass. These include: Market Pressure  Increasing Consumer Expectations  Increasing Complexity in CX & Developer Shortages  The "Agent Crunch"  AI Innovation and Hype  For more from babelforce, visit: www.babelforce.com

Why Are So Many CCaaS Customers Changing Providers?

January 09, 2024 10:00 - 13 minutes - 9.5 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales UK&I / EMEA at Enghouse Interactive. We reflect on a study from Metrigy that found 48.2% of the companies now using cloud-based contact center platforms (either CCaaS or hosted/managed cloud dedicated servers) are changing, planning to change, or evaluating a shift in providers by 2024. In doing so, we discuss: Rising CCaaS customer dissatisfaction.  The root causes of this trend.  How Enghouse ensures it's deli...

The Three Types of Contact Center Platforms (and Which Is Best for You!)

January 03, 2024 11:00 - 17 minutes - 11.9 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales - UK&I / EMEA at Enghouse Interactive. In this session, we consider the types of contact center platforms; on-premise, cloud-based, and hybrid. After giving a quick summary of each, we discuss: Which is the most prevalent environment, and why?  Which industries have been quickest to embrace cloud and hybrid environments, and why?  What must CCaaS vendors do to bring more contact centers into the cloud?  Why sho...

The Zoom Contact Center: 5 Features That Stand Out

January 02, 2024 12:00 - 27 minutes - 19 MB

Watch on YouTube. Zoom released 600 features for its CCaaS platform in just 18 months. Yet, some of those stand out more than others. Recognizing this, we got in touch with Ben Neo, Head of Contact Center and CX Sales for EMEA at Zoom, to record this discussion. In doing so, we discussed some of the solutions that differentiate Zoom in the CCaaS market, honing in on the following five: The unified platform design The Zoom Virtual Agent  The platform-wide AI integrations  The Zoom Virt...

Contact Centers In 2024: 6 Market Shifts to Watch Out For

December 22, 2023 13:00 - 32 minutes - 22.7 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio. After a quick introduction to Sabio, we predict six shifts in the contact center market in 2024. These include: The shift to GenAI-based applications.  The shift to RCS as a service channel.  The shift to a more experimental contact center.  The continuous shift to digital experiences  The shift in CCaaS growth  The shift towards more immersive experiences  For Sabio's thought leade...

Getting Started with Contact Center AI

December 22, 2023 12:00 - 14 minutes - 10.2 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance. We discuss how contact centers can get started with AI, considering: Tom's recommended starting steps How this differs from "typical" approaches  Mistakes contact centers often make  Working with a vendor that offers strategic support  If you'd like to find out more about Glance, visit Glance. Thanks for watching. If you’d like more like this, don’t forget to SUBSCRIBE to our channel. You can also join in...

BIG CX News - The Latest on the Zoom-Five9 Acquisition Rumors & RingCentral's CEO Departure

December 19, 2023 09:00 - 18 minutes - 12.8 MB

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Zoom, Five9, Twilio, & RingCentral. In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research  Jon Arnold, Principal of J Arnold & Associates  Dan Miller, Lead Analyst and Founder of Opus Research  Rebecca Wetteman, CEO & Principal ...

Why Successful Contact Centres Work Smarter, Not Harder

December 12, 2023 12:00 - 8 minutes - 5.62 MB

Watch on YouTube. CX Today's Kieran Devlin speaks to Ben Booth, CEO at MaxContact. In this session, we discuss the following: The key contact centre trends ahead of 2024  How to balance leveraging AI and automation and the human touch  How important it is to develop a customer-centric strategy Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our Twitter and LinkedIn pages.

Contact Center AI: Use Cases, Challenges, & Strategy Guidance

December 11, 2023 16:00 - 24 minutes - 16.8 MB

Watch on YouTube. CX Today's Charlie Mitchell is joined by Andy Dignan, Chief Operating Officer at Five9, and Callan Schebella, Executive Vice President of Product Management at Five9, to discuss all things contact center AI. In doing so, they consider: The current contact center AI boom  Prominent uses cases  Future applications of contact center AI  The challenges of implementing AI  A good starting place for building an AI strategy  The promise of generative AI  To learn more abo...

Contact Center Resilience and Network Redundancy

December 11, 2023 14:00 - 8 minutes - 6 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Gurpreet Kohli, Senior Vice President and Global Head of Telecom & Networks of HCLTech. . We explore the critical role of network redundancy and failover mechanisms in ensuring a reliable contact center operation. In doing so, we discuss: The mission-critical role of the modern contact center  The danger of network disruptions on contact center experience  The failover mechanisms that ensure uninterrupted service  For more from HCL T...

AWS re:Invent 2023 - Catching Up on All the Contact Center News

December 11, 2023 09:00 - 11 minutes - 8.23 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Pasquale DeMaio, VP of Amazon Connect. In this session, we review all the contact center news from AWS re:Invent 2023, discussing: The improved integration of Amazon Connect with Service Cloud Voice  Amazon Q and how it fits in Amazon Connect  All the other GenAI enhancements for Connect  The new Amazon WorkSpaces Thin Client  If you're looking to find out more about the new GenAI innovations, visit our recent article. Thanks for wa...

Generative AI for Contact Center Agents: Demos and a Discussion

December 07, 2023 09:00 - 23 minutes - 16.4 MB

Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of Zendesk's new generative AI solutions for contact center agents - live and virtual. He then speaks to Teresa Anania, SVP of Customer Experience at Zendesk, to dive deeper into new tech. In doing so, they consider: The customer response to the new GenAI solutions  How easy are they to deploy? The security precautions Zendesk has taken  More benefits of the technology  What comes next?  Learn more about Zendesk's new G...

SumUp Moves Its Global Contact Center Operations to the Cloud with Five9

December 06, 2023 11:00 - 9 minutes - 6.32 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Bruno Fransoni, Technical Product Manager of Contact Center and CRM at SumUp. We walk through SumUp's CCaaS migration, and discuss: The challenges of SumUp's on-premises environment  How SumUp overcame these with Five9  The addition of a virtual agent to front up the IVR  Five9's helpful CCaaS pilot program  Lessons for other businesses switching to CCaaS  If you'd like to learn more about SumUp's migration, check out this case stud...

Contact Center Trends for 2024: What's Hot and What's Not?

December 06, 2023 11:00 - 28 minutes - 19.6 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Peter Broeckx, EMEA Sales Director for Contact Center at AudioCodes. We introduce a host of contact center trends for 2024. Before focusing on five specifically: CCaaS Migrations  Microsoft Teams Contact Centers  Click-to-Call & Click-to-Chat  Voice-First Conversational AI  Business Continuity  For more from the AudioCodes team, visit AudioCodes website. Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE t...

The Latest Contact Center Innovations with Cirrus Response

December 04, 2023 11:00 - 17 minutes - 11.9 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Daniel Lloyd, Channel Director at Cirrus Response. We discuss the latest contact center innovations that Cirrus is bringing to market. These cover arena such as: Contact center generative AI CRM-centric contact center design Workforce Engagement Management  Knowledge management  Conversational analytics  For more from the Cirrus team, visit their website. Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE...

Generative AI in the Contact Center: What's Possible Now, and What's Coming?

November 27, 2023 14:00 - 24 minutes - 16.5 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru, and Zeus Kerravala, Founder and Principal Analyst at ZK Research. Together, we consider the present and future of generative AI in the contact center. In doing so, we consider: Current use cases of GenAI in the contact center  How these are changing the agent role  Security precautions for contact centers and their tech vendors  The future outlook for GenAI in the contact center  Content Gu...

AI Will Change Contact Centers: New Research Reveals How

November 27, 2023 10:00 - 15 minutes - 11 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Matthew Jones, Product Manager at EvaluAgent. We reflect on new research conducted by contact center analyst ContactBabel - which highlights service leader perceptions of AI. In doing so, we discuss: The possibility of AI taking contact center agent jobs.  Agent support use cases for AI.  How these use cases will impact agent well-being.  Where can our viewers go to find more.  To delve deeper into ContactBabel's research, visit her...

A Microsoft Teams Contact Center Demo: The Manager Experience

November 16, 2023 09:00 - 14 minutes - 10.2 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies. We kickstart the conversation by discussing how Landis designed its Microsoft Teams Contact Center platform. We then share a demo of how a contact center manager can navigate and the platform and realize significant benefits. Finally, we consider: What differentiates Landis Technologies' offering?  What can contact centers expect from the agent and admin experiences?  Where ca...

Thrasio Shares Lessons from Its Customer Experience Transformation

November 14, 2023 15:00 - 21 minutes - 14.5 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Gershwin Exeter, VP of Global Services at Thrasio and Andrew Pryfogle, Founder & CEO of CX Effect. We walk through Thrasio's customer experience tech stack transformation, and discuss: Thrasio's customer experience vision.  How it delivers on that through people, process, and tech.  Changes Thrasio has made to its tech environment.  Choosing the right transformation partner.  Transformation lessons for industry peers. Thanks for wat...

BIG CX News - The Latest on Cisco's New Contact Center Packages, GenAI In CX, & "CCaaS Deceleration"

November 09, 2023 11:00 - 38 minutes - 26.4 MB

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Cisco, Gartner, & Five9. In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research  Liz Miller, VP & Principal Analyst at Constellation Research  Rebecca Wetteman, CEO & Principal Analyst at Valoir  Michael Fauscette, Founder, CEO &...

Zoom Crowned King of UC at UC Awards; is CCaaS Next?

November 08, 2023 10:00 - 17 minutes - 12.1 MB

Watch on YouTube. Welcome to Our Exclusive Interview at Zoomtopia 2023 with Vi Chau, Head of Product for Zoom Phone and Zoom Contact Center. Will Zoom be the New King of UC and CCaaS? What's Covered: Vision & Origins - How did Zoom evolve from a simple video conferencing tool to a comprehensive UC platform? Growth Secrets - What fueled Zoom's meteoric rise in the UCaaS landscape? Buy or Build - Why did Zoom opt to develop its own contact center solution? UCaaS & CCaaS Synergy - Why is...

Five9 On How Contact Centers Can Sleigh the Holiday Season

November 06, 2023 12:00 - 14 minutes - 10.1 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Nick Delis, Senior Vice President of International and Strategic Sales at Five9. We consider how contact centers can handle influxes of traffic. In doing so, we discuss: The challenges for customer, agents, and the wider business  How AI can tame those challenges  Industry-specific considerations for retail and insurance Non-AI-driven tools and tactics  For more from the Five9 team, visit their website. Thanks for watching. If you'...

Generative Conversational AI: Ethical Guidelines for Customer Experience Teams

November 03, 2023 09:00 - 13 minutes - 9.45 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Diego Gosmar, Chief Innovation Evangelist at XCALLY. We discuss some of the ethics of deploying conversational, generative, and voice AI technologies for customer experience use cases. The four pillars of sustainable conversational AI  The new dangers of conversational AI  Ethical principles for deploying conversational AI  Customer success stories  For more insights from the XCALLY team, visit their website. Thanks for watching. If...

Cyara - Testing Provides Secret Sauce to Successful Cloud Migrations

October 26, 2023 14:00 - 14 minutes - 9.94 MB

Watch on YouTube. CX Today's David Dungay hosts Andriy Zakharchenko, Product Evangelist, Cyara.  In this session we discuss the following:  The best time to start integrating a performance testing plan in your cloud migration journey?  Testing strategies and best practices  Risks associated with insufficient training and awareness of cloud environments during migration?  To find out more, visit Cyara. Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our ...

The Speed of Zoom - 600 New Features in 18 Months

October 12, 2023 08:00 - 8 minutes - 5.86 MB

Join us for an eye-opening interview with Brandon Knight, Global Head of Zoom CX Channel & Ecosystem, as we dive deep into Zoom's groundbreaking innovations in the Contact Center as a Service (CCaaS) market.  Brandon shares exclusive insights into Zoom's rapid pace of innovation, boasting over 600 new features in just 18 months! Discover how Zoom's AI-driven Companion is setting new standards in customer engagement and why it's offered FREE for paid Zoom users.  We also discuss Zoom's long...

Assessing the 2023 Gartner Magic Quadrant for CPaaS

October 10, 2023 11:00 - 20 minutes - 13.9 MB

Watch on YouTube. CX Today's Charlie Mitchell presents an inspection of the 2023 Gartner Magic Quadrant for CPaaS. He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance. Together, they discuss some of the big talking points from the Gartner MQ, which include: The report's significance for the CPaaS space  Twilio has got competition!  Telcos influencing the CPaaS market  The unlucky few to miss out on inclusion ...

The Internet of Things (IoT) In the Contact Center: Traeger Grills' Success Story

October 09, 2023 10:00 - 14 minutes - 10.3 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Corey Savory, Vice President of Customer Experience & Service at Traeger Grills. We walk through Traeger Grills' CCaaS migration and Internet of Things (IoT) implementations, and discuss: Traeger Grills' contact center transformation story  How it implemented IoT in the contact center  How does IoT fit into Traeger Grills' data strategy  The results of its transformation  Advice for contact centers embarking on their transformation j...

The Women in CX Conference A Customer Experience Event With a Twist

October 03, 2023 16:00 - 12 minutes - 8.29 MB

CX Today's Charlie Mitchell hosts Clare Muscutt, Founder and CEO of Women in CX. In this session, we introduce the Women in CX conference, discussing: What is Women in CX? When and where is the conference, and why should you attend? How the event differs from the usual CX conference Sessions to looking forward to Where can you sign up?

BIG CX News - Dreamforce Special! The Latest on the Einstein 1 Platform, Copilot, & More

September 27, 2023 14:00 - 30 minutes - 20.9 MB

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from Dreamforce 2023. He's joined by four prominent CX analysts to dissect the biggest stories from the event - including the new Einstein 1 Platform, its Copilot, and more. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research  Rebecca Wetteman, CEO & Principal Analyst at Valoir  Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research  Dan Miller, ...

What Should I Look for In a CCaaS Platform?

September 26, 2023 15:00 - 20 minutes - 14.3 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Nerys Corfield, Director of Injection Consulting, and Thomas John, Vice President Partners EMEA & International at Five9. After quick intros, we consider the discovery work that is necessary before considering CCaaS platform. That leads us into a conversation around the following "things to look for in a CCaaS provider": Industry expertise  References  Freedom to move  Financial stability  Ecosystem  All the Others!  If you're loo...

Video Will Continue to Change Contact Center Experiences. Here's How.

September 19, 2023 14:00 - 26 minutes - 18 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru. In this session, we consider the evolution of video within the contact center space, discussing: Why the video boom never happened in CX  The sectors that have rushed to embrace video and relevant use cases  The sectors that haven't yet, but may be missing an opportunity  Up-and-coming video innovations that will pull the channel forward  How Content Guru is preparing for the future of video...

BIG CX News - The Latest on the Salesforce & Genesys Joint Platform and Five9's Aceyus Acquisition

September 13, 2023 08:00 - 20 minutes - 14.3 MB

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Genesys, Salesforce, Google, and Five9. In this edition, our CX experts include: Shelly Kramer, Principal Analyst at V3B  Zeus Kerravala, Principal Analyst at ZK Research  Liz Miller, VP & Principal Analyst at Constellation Research  Michael Fauscette, Founder, CE...

Genesys Introduces Its Approach to Sector-Specific CCaaS Innovation, Talks Insurance

September 11, 2023 10:00 - 10 minutes - 7.32 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Manan Sagar, Global Head of Insurance at Genesys. We discuss Genesys's sector-specific approach to CCaaS and deep dive on insurance, considering:  How Genesys innovates across sectors The challenges insurers face in improving service experiences How Genesys supports its customers in overcoming these challenges The roles of prominent service providers, like Verizon If you'd like to find out more about Genesys's CCaaS solutions, visit:...

How Will AI Revolutionize The Contact Centre?

September 04, 2023 12:00 - 23 minutes - 16 MB

Watch on YouTube. CX Today's Kieran Devlin is joined by MaxContact's CEO Ben Booth and VP of Engineering Matt Yates to discuss AI's impact on the contact centre. In this session, they discuss: The topics range from how AI might impact both the customer and agent experience How it will affect companies' security and compliances policies What the future holds for AI in the contact centre If you're looking for more information on this topic visit https://www.maxcontact.com Thanks for wat...

5 Microsoft Teams Contact Center Challenges (and How to Overcome Them)

August 23, 2023 09:00 - 24 minutes - 16.8 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Mackenzie Ellis, a Solutions Specialist at ComputerTalk. We discuss some of the challenges businesses may face when running a contact center on Microsoft Teams, including: IVR and managing call queues  Rigid reporting  Inflexible recording  Application integration  Achieving omnichannel If you'd like to find out more about ComputerTalk's ice Contact Center for Microsoft Teams, visit ComputerTalk. Thanks for watching. If you'd like ...

The World Wildlife Fund Shares Its Contact Center Transformation Story

August 22, 2023 15:00 - 12 minutes - 8.72 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Stuart Mcapherson-Woods, Support Operations Manager at the World Wildlife Fund (WWF).  We discuss the WWF's CCaaS implementation, considering:  Why did the WWF decide it was time to commit to a contact center transformation?  What did it look for in a contact center partner?  What lessons from this journey to select a CCaaS provider, would the WWF share with other businesses?  How will the will enable the WWF to improve supporter expe...

An Analysis of the 2023 Gartner Magic Quadrant for CCaaS

August 21, 2023 10:00 - 35 minutes - 24.6 MB

Watch on YouTube. CX Today's Charlie Mitchell presents a deep-dive of the 2023 Gartner Magic Quadrant for CCaaS. He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Liz Miller, VP & Principal Analyst at Constellation Research. Together, they discuss some of the big talking points from the Gartner MQ, which include: Talkdesk losing its market leader status  Genesys maintaining its pole position  NICE being unable to break free  Is Cisco's positioning reasonable? Thanks for...

DPG Media Discusses Its "Radical" CCaaS Migration, Shares Lessons

August 17, 2023 13:00 - 16 minutes - 11.5 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Edgar Polak, IT Area Manager at DPG Media. We walk through DPG Media's CCaaS migration, and discuss: Challenge's of DPG Media's on-premises environment.  DPG Media's radical CCaaS migration approach, vendor selection process, and results.  Lessons for other contact centers migrating complex architectures to the cloud. Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the...

Lighthouse Works and Genesys Collab Generates 25% of New U.S. Jobs for Blind People

August 15, 2023 14:00 - 16 minutes - 11.5 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Kyle Johnson, President & CEO of Lighthouse Works.  We consider Lighthouse Works' strategy to create more career opportunities for the blind and visually impaired. In doing so, we discuss: The drivers behind Lighthouse Work's strategy to employ blind and visually impaired contact center staff  How it worked with Genesys to create an accessible contact center environment  The results of the contact center transformation process  The i...

BIG CX News - The Latest on Microsoft Sales Copilot, Salesforce AI Cloud, and Zoom In WFM

August 11, 2023 15:00 - 31 minutes - 21.9 MB

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts to dissect the latest stories from the space - including news from Microsoft, Salesforce, and Zoom. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, Principal at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Shelly Kramer, Principal Analyst at V3B Marti...

Barnardo's Discusses Its CRM Selection Process and Implementation

August 08, 2023 10:00 - 12 minutes - 8.28 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Melissa Bell, the Executive Leader of Practice Quality at Barnardo's Australia.  We discuss Barnardo's CRM implementation, considering:  Why did Barnardo's implement a new CRM platform?  What did the charity look for in a CRM vendor?  Which solutions did Barnardo's deploy, and how will they advance your global operations?  Lessons for brands looking to find a new CRM partner To learn more about Barnardo's efforts to support children ...

Streem-line Salesforce: Integrating Video for Enhanced Customer Experiences

August 01, 2023 12:00 - 20 minutes - 14.3 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Mark Wood, Senior Product Manager at Streem.  In this session, we discuss how businesses can add video to Salesforce, considering:  Where can video really add value in support workflows?  The challenges businesses encounter when integrating video into their existing Salesforce workflows  How to overcome those challenges  Examples of Salesforce workflows brands can improve with video  Streem as a partner for adding video to Salesforce...

Heineken Introduces Its Customer-Centric Approach and Data Strategy

July 31, 2023 15:00 - 10 minutes - 7.44 MB

Watch on YouTube. CX Today's Charlie Mitchell hosts Lalo Luna, Global Strategy & Insights Leader at The HEINEKEN Company. We consider Heineken's evergreen strategy and how it helps to drives better customer experiences. In doing so, we discuss: What is Heineken's "evergreen strategy"?  How it enables next-level customer insights How employees leverage those for customer-centricity The impact on metrics and future plans Thanks for watching. If you'd like more like this, don't forget to...

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