CX Today
189 episodes - English - Latest episode: 19 days ago - ★★★★★ - 1 ratingNews 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.
Homepage Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Episodes
Klarna's Bot Does the Work of 700 Full-Time Contact Center Agents. Could Yours?
April 08, 2024 09:00 - 16 minutes - 11.4 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Tatum Bisley, Product & Technology Evangelist at Cirrus. We break down the recent news of Klarna's OpenAI-powered chatbot that supposedly does the work of 700 full-time agents. In doing so, we discuss: The possible impact of the story on conversational and generative AI adoption in contact centers. Whether we need to be careful when dissecting Klarna's numbers. Lessons we can take away from Klarna's story. Additional advice for im...
BIG CX News - Enterprise Connect 2024: The Roundup ft. Five9, Cisco, Salesforce & More
April 05, 2024 13:00 - 1 hour - 46.5 MBWatch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five9 prominent CX analysts to dissect the latest stories from the space - including news from Five9, Cisco, Salesforce & More. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, Managing Director & Principal Analyst at SiliconANGLE & theC...
Do You Agree? 4 Predictions for the Future of Contact Center WEM
April 04, 2024 13:00 - 14 minutes - 10.2 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Kentis Gopalla, Head of Product Ecosystem for the Zoom Contact Center & Zoom Phone. We make four predictions for the future of contact center workforce engagement management (WEM). These are: Workforce scheduling goes beyond the conventional contact center confines. Quality assurance data starts to inform routing strategies. Quality assurance will become automated, more near real-time. Sources of data used for forecasting in workfo...
Content Guru Confirms $150MN CCaaS Megadeal, the Biggest of 2023
April 04, 2024 13:00 - 21 minutes - 14.7 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Sean Taylor, CEO of Content Guru. In this session, Taylor shares the news that Content Guru secured the biggest CCaaS deal of 2023 while discussing: Content Guru's highlights and milestones from the past 12 months. The sectors that Content Guru is seeing success in. The opportunities within the CCaaS market. How Content Guru is approaching GenAI innovation To learn more about Content Guru's CCaaS platform: https://www.contentguru...
5 Contact Center AI Challenges (and How to Overcome Them!)
April 01, 2024 09:00 - 20 minutes - 14.2 MBWatch on YouTube. CX Today's Charlie Mitchell introduces five contact center AI challenges. To run through them and share solutions, he's joined by: Neeraj Verma, Head of Generative AI Strategy at NICE GM, ElevateAI by NICE Derek Top, Senior Analyst at Opus Research Both share their perspectives on each of the trends - as shared below: Challenge 1: Limited Accessibility Challenge 2: Achieving Cost-Efficiency Challenge 3: Comparing Different AI Models Challenge 4: Ensuring Secu...
AI the NICE Way: 3 Solutions Redefining CX
March 28, 2024 10:00 - 18 minutes - 13 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Elizabeth Tobey, Head of Marketing for Digital Solutions at NICE. After an introduction to the NICE Enlighten portfolio, they discuss each of its three core solutions: Enlighten Copilot Enlighten Actions Enlighten Autopilot They also share a quick video of each, bringing the solutions to life. To learn more about NICE Enlighten, visit: https://www.nice.com/products/enlighten-ai Thanks for watching. If you'd like more like this, d...
Transforming Your Patient Experience with CCaaS
March 27, 2024 09:00 - 10 minutes - 7.21 MBWatch on YouTube. In an exclusive interview at Enterprise Connect 2024, Rob Scott of CX Today delves into an enlightening conversation with Eric Brosius, Vice President of Technology Services at Sun River Health. With a vast operation that processes over 1 million calls and serves more than 250,000 patients annually, maintaining an exceptional patient experience remains a paramount goal for Sun River Health. The organization faced a significant turning point in 2018 following the acquisiti...
Conversational AI: 5 Simple Steps to Get Going
March 26, 2024 10:00 - 31 minutes - 21.7 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Dvir Hoffman, CEO at CommBox. After an overview of the conversational AI market, we share five steps to get your contact center's AI journey off the ground. These include: Step 1: Identify your top 3 business needs. Step 2: Build your AI model with quality data. Step 3: Select the right AI offering with this product capability checklist. Step 4: Measure the right KPIs using the right data. Step 5: Start small with a scalable appr...
Generative AI In Conversational Analytics: A Demo & Discussion
March 12, 2024 10:00 - 12 minutes - 8.92 MBWatch on YouTube. CX Today's Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Ortiz, Technology Sales Manager at MiaRec, who put the demo together, to go through some of the video's key talking points. These include: What benefits can companies expect by implementing your solution? How long will it take businesses to set this up in their contact centers? What guardrails have you put in place to mitigate GenAI ...
The Latest on Oracle's New Communications Platform, High-Profile Chatbot Fails, & HubSpot
February 29, 2024 11:00 - 25 minutes - 17.7 MBWatch 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 Oracle & HubSpot. 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 Keith Kirkpatrick, Rese...
5 Customer Experience Trends for 2024 & Beyond
February 22, 2024 10:00 - 51 minutes - 35.1 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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...
Contact Center Trends for 2024: What's Hot and What's Not?
December 06, 2023 11:00 - 28 minutes - 19.6 MBWatch 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...
SumUp Moves Its Global Contact Center Operations to the Cloud with Five9
December 06, 2023 11:00 - 9 minutes - 6.32 MBWatch 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...
The Latest Contact Center Innovations with Cirrus Response
December 04, 2023 11:00 - 17 minutes - 11.9 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBJoin 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 MBWatch 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 MBWatch 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 MBCX 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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:...