CX Today
189 episodes - English - Latest episode: 20 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.
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Episodes
How Will AI Revolutionize The Contact Centre?
September 04, 2023 12:00 - 23 minutes - 16 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBWatch 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 MBCX 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 MBWatch 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 MBWatch 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 MBWatch 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...
BIG CX News - The Latest on Verint's CCaaS Move & the Genesys Experience Index
July 11, 2023 08:00 - 16 minutes - 11.3 MBWatch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by three prominent CX analysts to dissect the latest stories from the space - including news from Verint and Genesys. 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 Thanks for watching. If you'd l...
Elsevier Transforms Its Contact Center Experience, with Impressive CSAT Gains
July 10, 2023 09:00 - 16 minutes - 11.2 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Joep Everts, SVP of Customer Service at Elsevier. We discuss Elsevier's contact center transformation journey, considering: Why did Elsevier decide it was time to revamp its customer experience? What goals did the business set at the start of the transformation process? Why did Elsevier choose Qualtrics to help you meet those goals? The results of the transformation? What lessons did you Elsevier throughout the transformation? ...
Generative AI In the Contact Center: Announcements, Use Cases, & Future Possibilities
June 27, 2023 10:00 - 15 minutes - 10.9 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio. We consider the evolution of generative AI and how it is influencing the contact center space. In doing so, we discuss: The most exciting generative AI announcements so far The possible contact center use cases How generative AI may impact the contact center of the future To deep dive into the eBook mentioned at the end of the conversation, visit: https://go.sabiogroup.com/ai-and-...
Frontier Airlines Discusses Its Decision to Ditch Telephone Customer Service
June 27, 2023 09:00 - 3 minutes - 2.31 MBWatch on YouTube. CX Today's Rob Scott hosts Leonardo Declich, Director, CX Digital Transformation at Frontier Airlines. We reflect on why Frontier chose to get rid of its contact center voice channel, discussing: Why did Frontier make the decision? How it used conversational AI to plug the gap The outcomes so far Lessons for brands considering a similar move For more end-user stories, subscribe to CX Today here: https://www.cxtoday.com/account/ Thanks for watching. If you’d like m...
A Microsoft Teams Contact Center: How Can I Enhance My Voice and IM Channels?
June 27, 2023 09:00 - 9 minutes - 6.29 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Jean-Nicolas Robitaille, Vice President of Product Management at ComputerTalk. We consider how to how businesses can better run their customer communications through Microsoft Teams, discussing: The challenges contact centers face when leveraging Teams for customer communications How ComputerTalk's new softphone offering helps brands overcome these challenges Other ways ComputerTalk optimizes the native Teams voice offering Running ...
Sprinklr’s New Generative AI Innovations: An Inside Look
June 23, 2023 10:00 - 20 minutes - 14.4 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Buddy Waddington, an Insights & AI Solutions Specialist Manager at Sprinklr. We break down Sprinklr AI+, the CX vendor's new suite of Generative AI innovations. In doing so, we discuss: What is Sprinklr AI+? What problems will it help businesses solve? What differentiates the offering from other generative AI platforms on the market? How does it support brands in isolating insights from social media data? What are the standou...
Topic & Sentiment Analysis In the Contact Center: Definitions, Use Cases, & Benefits
June 19, 2023 10:00 - 20 minutes - 14.3 MBWatch on YouTube. CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec. We consider the topic and sentiment analysis in the contact center, discussing: Definitions for topic and sentiment analysis The many contact center use cases for both The benefits of these use cases Implementing topic and sentiment analysis solutions If you'd like to find out more about MiaRec's conversational intelligence solutions, visit MiaRec. Thanks for watching, if you'd li...
5 Value-Adding Conversational Intelligence Use Cases for Contact Centers
June 15, 2023 11:00 - 21 minutes - 14.5 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Tatiana Polyakova, Chief Operating Officer at MiaRec. We discuss five contact center use cases for conversational intelligence solutions. These are: Use Case 1 - Capturing the true voice of the customer Use Case 2 - Monitoring customer AND agent sentiment Use Case 3 - Uncovering the root causes of customer issues Use Case 4 - Automating quality management processes Use Case 5 - Redacting sensitive customer data To find out mor...
Thule Discusses Its Customer Experience Transformation & Shares Key Learnings
June 14, 2023 15:00 - 9 minutes - 6.27 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Zachary Dugas, Global Product Owner of Content Management Systems & SaaS at Thule. We discuss Thule's customer experience transformation process, considering: Why did Thule decide it was time to revamp its customer experience? What goals did the business set at the start of the transformation process? Why did Thule choose Sitecore to help you meet those goals? The results of the transformation? What lessons did you Thule through...
Creating Consistent CX is Key to Customer Retention
June 05, 2023 15:00 - 15 minutes - 11 MBWatch on YouTube. CX Today's David Dungay hosts David Butler, SVP of Product & Strategy, Glance Networks. In this session we discuss the following: Where do you see organisations struggle when it comes to achieving a consistent experience across platforms? With all the recent developments around Generative AI how do you see the role of the chatbot evolving when it comes to delivering CX? Are businesses doubling down on CX technology spend to try and bolster customer retention? To f...
The Latest on Zoom's AI Assistant, Twilio's Losses, & a Possible RingCentral-8x8 Merger
June 02, 2023 09:00 - 23 minutes - 16.2 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, Twilio, Lifesize, RingCentral, and 8x8. In this edition, our CX experts include: Dave Michaels, Lead Analyst at TalkingPointz.com Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, Principal at Valoir Michael Fauscette, Founder...
The Latest Big CX News on Private GPT, Alexa 2.0 & the 'Godfather of AI'
May 16, 2023 14:00 - 33 minutes - 23.1 MBWatch on YouTube. CX Today’s Charlie Mitchell presents the latest trending news from the conversational AI space. He’s joined by four of the brightest minds in conversational AI to dissect the latest stories from the space. These stories include: The AI Godfather Urging a Pause on AI Innovation Private ChatGPT: Microsoft's LLM for Enterprises with Sensitive Data Amazon Developing an LLM to Improve Alexa In this edition, our conversational AI experts include: Dan Miller, Lead Analy...
What's Next for Avaya After Chapter 11 Bankruptcy?
May 15, 2023 10:00 - 19 minutes - 13.5 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Liz Miller, VP and Principal Analyst at Constellation Research. We consider the emergence of Avaya from Chapter 11 bankruptcy, discussing: Top takeaways from Avaya's announcement What differences are there from the last time Avaya faced bankruptcy? Has this saga impacted Avaya's attractiveness as an enterprise communications partner? What must Avaya do to maintain its status as an enterprise communications stalwart? If you'd like...
Will ChatGPT Help Solve My Most Pressing Contact Center Problems?
May 09, 2023 12:00 - 22 minutes - 15.4 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Pierce Buckley, CEO & Co-Founder at babelforce. We break down how contact centers may use ChatGPT now and in the future. In doing so, we discuss: The rise of ChatGPT and its possible contact center applications The relevance of these to the most pressing problems contact centers face. How other AI tools can help contact centers overcome these problems Priming the contact center environment for AI. To find out more about how bab...
Sprinklr Is In the CCaaS Market, and It's Not Here to Play Around
April 28, 2023 09:00 - 17 minutes - 11.9 MBWatch on YouTube. CX Today's Charlie Mitchell hosts Ragy Thomas, Founder & CEO of Sprinklr. We discuss the current state of contact center experiences, and Sprinklr's battle to change the status quo. In doing so, we consider: Why does the contact center space need to be disrupted? Ragy's vision for the contact center of the future How Sprinklr helps its clients in reaching this future? If you'd like to find out more about Sprinklr, visit: https://www.sprinklr.com/ Thanks for watch...
Beyond the Code: Empowering Women in Non-Technical Roles in Technology
April 20, 2023 13:00 - 38 minutes - 26.5 MBClare Muscutt, Founder, Women in CX hosts Ejieme Eromosele, GM EMEA, Quiq, Charlotte Kennett, Sr. Director, SS&C Blue Prism, Laura Campbell, Strategic Business Development Director, ASAPP & Jennie Lewis, Customer Insights Senior Manager, Airship. Women and minorities are underrepresented where it matters most, in positions of power and influence that can shape the future of Customer Experience. Whilst the business benefits of diverse leadership teams are well known and publicised, a recen...
The Latest BIG News Meta, Qualtrics, and Salesforce - CX Today News
April 03, 2023 15:00 - 22 minutes - 15.4 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 Meta, Qualtrics, and Salesforce. In this edition, our CX experts include: Rebecca Wetteman, Principal at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Cameron Marsch, Research Analyst at Nucleus Research Miss episode five? If so, cat...
Assessing the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023 - CX Today News
March 21, 2023 16:00 - 15 minutes - 10.9 MBCX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. In this session, we evaluate the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023, discussing: How much stock should tech buyers put in the Magic Quadrant? Top takeaways from this year's report This year's market leaders How could this change in 2024? If you'd like to find out more about Project Voice 2023, visit: https://www.projectvoice.ai/ Thanks for watching, if you'd...
Women Driving Diversity, Equity, and Inclusion in CX Technology - CX Today News
March 08, 2023 10:00 - 47 minutes - 33 MBWatch on YouTube. Clare Muscutt, Founder, Women in CX hosts Susanna Baque, Senior Director Global CX, SCIEX, Renee Fokken, Director of CX, Cisco, Czarina Sheikh Mathew, Business Excellence Exec, The Access Group & Shameem Smillie, Founding Member, Women in CX. In this session we discuss the following: What has been the big evolution in CX over the last few years and what part has tech played in that? How does lack of diverse leadership impact the challenges we are seeing in CX? What ...
Drive Cost-Reductions with Effective Self-Service
March 06, 2023 11:00 - 20 minutes - 13.8 MBCX Today's David Dungay hosts Courtney Goodsell, Product Manager at Mavenoid. In this session we discuss the following: What is effective self-service? Why are so many companies falling short when it comes to their self-service solutions? What kinds of self-service optimisations are having the biggest impact on CX? When it comes to implementation, what kinds of challenges do businesses need to overcome in order to get maximum ROI from their self-service solution? If you're looking f...
3 Contact Center Agent Trends for 2023 (and How to Address Them!)
March 02, 2023 10:00 - 23 minutes - 16.5 MBCX Today's Charlie Mitchell hosts Garry Gormley, Founder of FAB Solutions. In this session, we break down the following three contact center agent trends. Trend #1: Agents’ Increased Workload Trend #2: Agents’ Difficulty with Contact Center Tools and Software Trend #3: Agents’ Lack Managerial Support To delve into a whitepaper full of more excellent advice for addressing these trends: visit: https://assets.ringcentral.com/us/ebook/agent-experience-trends.pdf Thanks for watching. If...
6 Practical NLP Use Cases That Can Transform Contact Center Performance
February 27, 2023 11:00 - 13 minutes - 9.42 MBCX Today's Charlie Mitchell hosts Jake Gardiner, a Senior Enterprise Account Director at Odigo. In this session, we break down the following six use cases for natural language processing (NLP) in the contact center. These are: Use Case 1: Monitoring Customer Intent Use Case 2: Informing Self-Service Implementation Use Case 3: Enabling Agent Assist Use Case 4: Improving Customer Routing Use Case 5: Capturing Customer Sentiment Use Case 6: Driving Personalization Considering implement...
BIG CX News - The Latest on Avaya's Bankrupcy, Activist Investors at Salesforce, and Zoho In UCaaS
February 23, 2023 10:00 - 35 minutes - 24.4 MBCX 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 Avaya, RingCentral, AWS, Zoho, and Salesforce. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research Dave Michels, Prinipal Analyst at Talking Pointz Patrick Watson, Head of Research at Cavell Group Martin Schneider, Head of Research a...
Will CRM Systems Replace Contact Center Platforms?
February 17, 2023 12:00 - 11 minutes - 7.9 MBCX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance. In this session, we consider the evolution of CRM systems, discussing: Whether CRM with swallow up contact center platforms Is the CRM a viable option for mid-market and enterprise businesses? How Glance is helping to bring CRM systems up to grade for contact center use cases Other exciting trends in the world of CRM Learn more about how Glance is helping prime CRM systems for contact centers by visiting here. Keep up to d...
A ChatGPT-Powered Voicebot Demo and Conversation with the Microsoft Engineer
February 16, 2023 11:00 - 13 minutes - 9.19 MBCX Today's Charlie Mitchell introduces a demo of a voicebot that combines Azure’s new Open AI platform with Azure Communication Services Call Automation and Azure Cognitive Services to excellent effect. He then speaks to its developer, Jason Shave - a Senior Software Engineering Manager at Microsoft - and his colleague Roy Dehing, Principal Program Manager at Microsoft, to discuss the potential of such innovation. In doing so, they consider: The process of creating such a voicebot Can bu...
Analyzing the Conversational AI Landscape with Bradley Metrock
February 13, 2023 16:00 - 15 minutes - 10.8 MBCX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. In this session, we discuss: Bradley's Conversational AI Industry Landscape Map Emerging vendors within the market How ChatGPT has disrupted the conversational AI landscape. Why attend Project Voice 2023?
Create More 'Memorable' Customer Experiences by Using Remote Video
January 30, 2023 12:00 - 22 minutes - 15.6 MBCX Today's Charlie Mitchell hosts Colin Shaw, Founder & CEO of Beyond Philosophy. In this session, we consider how brands can create more memorable customer experiences, discussing: The importance of memory in CX. How the peak-end rule influences customer journey design. Isolating the emotions that drive value to customers. How video supplements a memory-driven CX approach.
Get Started with Video Customer Service
January 30, 2023 11:00 - 12 minutes - 8.7 MBCX Today's Charlie Mitchell hosts Jóhann Hannesson, Lead Product Manager at Streem. In this session, we discuss how businesses can get started with video customer service, considering: Where should contact centers start when piecing together a video strategy? How can contact centers identify where video will add value? Which video use cases typically add most value to the contact center? How can contact centers measure the success of their video strategy? What should contact centers l...
The Latest BIG News from Avaya, AWS, and ChatGPT
January 26, 2023 11:00 - 34 minutes - 23.5 MBCX 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 Avaya, AWS, Genesys, and OpenAI (ChatGPT). In this edition, our CX experts include: Jon Arnold, Principal of J Arnold & Associates Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, Principal at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Ar...
Is Your Contact Center Recession Proof?
January 20, 2023 10:00 - 15 minutes - 10.9 MBCX Today's Charlie Mitchell hosts Kurt Dahlstrand, Director of Technical Sales & Services at Hammer, and Jim Cantwell, Vice President of Sales Engineering at Hammer. After intros, we discuss how contact centers can prepare for the looming recession, sharing best practices such as: Have a plan! Identify areas where you can increase operating efficiencies Isolate gaps in your customer journey – and fix them! Make a business case for technology investments – and that includes the cloud Us...
How CPaaS is Changing Customer Experience - CX Today News
January 12, 2023 10:00 - 19 minutes - 13.1 MBCX Today's Charlie Mitchell hosts Jay Patel, VP & GM of Webex CPaaS Solutions, discussing how CPaaS is changing CX. In doing so, we consider: What is CPaaS? What is it allowing customers to do, which they couldn't before? What changes in the market have paved the way for the growth of CPaaS? How will the rise of 5G push CPaaS growth further? Examples of exciting CPaaS use cases 2023 predictions for CPaaS
Is Moving to the Cloud the Best Decision for Improving CX?
January 06, 2023 16:00 - 20 minutes - 14 MBCX Today's David Dungay hosts Darren Dean, Sales Engineering Manager, Hammer, and Paul Cicchelo, Sales Director (UK&I), Hammer. In this session, we discuss the following: How is the global macro situation impacting these migration projects right now, and is it expected to change? Does cloud fit EVERY need, are some customers just better off staying on-prem? Is complexity still an issue for those customers with unique requirements? How should a customer prepare for a migration, and what ...
Integrating Microsoft Teams With the Contact Centre: What Are My Options?
January 05, 2023 14:00 - 16 minutes - 11.7 MBCX Today's Charlie Mitchell hosts Dave McDowell, Senior Technical Consultant at Enghouse Interactive. In this session, we consider the options for integrating Microsoft Teams with the contact Centre, discussing: The benefits of a Microsoft Teams contact centre integration The models that contact centre can harness when migrating their contact centre to Teams What differentiates Enghouse's approach? How a Microsoft Teams integration helps to future-proof the contact centre and broader bu...
Making the Case for Converging Customer and Employee Experiences
December 19, 2022 11:00 - 14 minutes - 10 MBCX Today's Charlie Mitchell hosts Jono Luk, Vice President of Product Management at Webex, discussing how businesses are converging CX and EX. In this session, we consider: Why are more brands tying together customer and employee experiences? The first steps for converging CX and EX Convincing execs to take EX seriously as a means of improving CX How Webex is helping brands to enhance employee experiences How Cisco is walking the walk
The Latest BIG News from AWS, RingCentral, and Salesforce
December 19, 2022 09:00 - 32 minutes - 22 MBCX 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 AWS, RingCentral, Salesforce, and Webex. In this edition, our CX experts include: Dave Michels, Lead Analyst at TalkingPointz.com Shelly Kramer, Principal Analyst and Founding Partner at Futurum Research Jon Arnold, Principal of J Arnold & Associates Liz Miller, VP & Principal Analy...
CX Predictions 2023 - Metaverse or Metacurse?
December 09, 2022 10:00 - 24 minutes - 16.7 MBRob Scott from CX Today hosts Genefa Murphy, CMO, Five9 and Clare Muscutt, Founder & CEO, Women in CX and together they share their CX predictions for the year ahead! Watch the video to reveal their 2023 predictions! If you're looking for more information on this topic, visit Five9.
Puzzel’s Latest Customer Service Packages
November 21, 2022 13:00 - 11 minutes - 7.65 MBCX Today's Charlie Mitchell hosts Alberta Bosco, Product Marketing Director at Puzzel. In this session, we explore the latest CCaaS innovations from Puzzel, discussing: How Puzzel packages its CCaaS solutions Its new Discover and Embrace CCaaS packages Which businesses the packages are best-suited for Future CCaaS innovations from Puzzel
The State of CX: More Investment, But Delivery Challenges Remain
November 09, 2022 15:00 - 15 minutes - 10.7 MBCX Today's Charlie Mitchell hosts Frank Sherlock, VP International at CallMiner. In this session, we consider the current state of CX, discussing: Key takeaways from CallMiner's latest CX research The lack of believe in CX across many organisations Notable CX delivery challenges Reasons for hope in the future of CX If you're interested in downloading the report that this conversation centers on, visit this page.
Zoom Discusses Its New Virtual Agent, IQ Additions, and More
November 08, 2022 16:00 - 12 minutes - 8.54 MBCX Today's Charlie Mitchell hosts Ben Neo, Head of Enterprise Sales EMEA at Zoom Phone. In this session, we delve into some of the biggest announcements from Zoomtopia 2022, discussing: The launch of the Zoom Virtual Agent New additions to Zoom IQ Updates to the Zoom Contact Center Zoom's vision for customer experience
Cut Contact Center Costs and Improve CX with AI
October 31, 2022 13:00 - 14 minutes - 9.87 MBCX Today's Charlie Mitchell hosts Alain Mowad, Director of Product Marketing at Talkdesk. In this session, we consider how contact centers can cut costs without sacrificing CX, discussing: How to lower demand and handling times with AI More ways in which AI can lower contact center costs How Talkdesk customers have benefited from AI implementations Talkdesk's cost-cutting masterclasses