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.
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Episodes
First Impressions of the New Salesforce and Google CCaaS Platforms
October 31, 2022 10:00 - 16 minutes - 11.4 MBCX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst at ZK Research. In this session, we discuss the entrance of Salesforce and Google in the CCaaS space, considering: Who is the target market for the Salesforce Contact Center? How hard will Google go on CCaaS? The current state of the CCaaS market
BISSELL Transforms CX Strategy with Five9
October 24, 2022 08:00 - 11 minutes - 8.13 MBCX Today's David Dungay hosts Joe Lochinski, Service Automation & Analytics Manager, BISSELL. In this session, we discuss the following: Biggest CX challenges faced by BISSELL How Five9's portfolio created ROI Keeping Consumer Care front of mind If you're looking for more information on this topic, visit this page. You can also join in the conversation on our Twitter and LinkedIn pages.
Supporting the Contact Centre Agent of the Future
October 07, 2022 08:00 - 17 minutes - 12.2 MBCX Today's Charlie Mitchell hosts Nerys Corfield, Director of Injection Consulting, and Genefa Murphy, Chief Marketing Officer at Five9. In this session, we discuss the following trends: How the contact centre agent role is changing Which agent support technologies are coming to the fore? Exciting agent experience trends How Five9 is evolving to meet these trends Agent of the future predictions If you're looking for more information on this topic, visit this page. Thanks for watching...
The Future of Voice
October 05, 2022 14:00 - 19 minutes - 13.3 MBCX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer, Sabio. In this session, we assess the future of voice in CX, discussing: The role of voice in CX Voice innovations, from bots to biometrics How smart speakers may change CX Predicts for the future of voice If you're looking for more information on this topic, visit this page. Thanks for watching, if you’d like more content like this, don’t forget to SUBSCRIBE to our channel. You can also join in the conversati...
Integrating Microsoft Teams Into the Contact Center: A Microsoft Engineer's Advice
September 27, 2022 11:00 - 16 minutes - 11.1 MBCX Today's Charlie Mitchell hosts Shervin Shaffie, Principal Technical Specialist at Microsoft. In this session, we consider how to integrate Microsoft Teams with the contact center, discussing: Why should contact centers consider integrating Teams into their technology stack? The three models for integrating Teams into the contact center (Connect, Extend, and Power) How can contact centers determine the right option for them? The launch of Microsoft's own contact center, with embedded ...
Assessing AI Maturity in the Contact Center
September 26, 2022 10:00 - 13 minutes - 9 MBCX Today's Sandra Radlovački hosts Antonio Gonzalez, Senior Manager of Industries Research & Insights, Talkdesk. In this session we discuss the following: What is curbing contact centre leaders' AI ambitions? Top barriers to AI maturity How do talent gaps affect AI deployment? What can companies do to become more AI mature? If you're looking for more information on this topic, visit this page. Thanks for watching, if you’d like more content like this, don’t forget to SUBSCRIBE to our ...
Making Magical Moments in CX
September 14, 2022 08:00 - 17 minutes - 11.8 MBCX Today's Rob Scott hosts Gayathri Krishnamurthy, AVP, Product Marketing at RingCentral. It goes without saying that #contactcenter leaders need to create fast, responsive, and frictionless experiences for customers. Second, the ability to switch between channels is also quickly becoming table stakes in today's world. In this interview, we're going next level by discussing what happens when companies fuse #customerexperience with #employeeexperience for more memorable customer interaction...
Who is Leading the Customer Engagement Platform Space?
September 08, 2022 08:00 - 11 minutes - 8.07 MBCX Today's Charlie Mitchell hosts Mila D'Antonio, Principal Analyst at Omdia. In this session, we analyze Omdia's latest research into the customer engagement platform space, discussing: Why customer engagement platforms are so hot right now What typically sets market leaders apart? Surprising findings within the Omdia report The future of customer engagement platforms If you're looking for more information on this topic, visit this page. Thanks for watching, if you’d like more conten...
Understanding Customer Intent in the Contact Centre
September 01, 2022 12:00 - 17 minutes - 11.9 MBCX Today's Sandra Radlovački hosts Kevin McGachy, Head of AI and Automation Solutions, Sabio. In this session, we discuss the following: Why is capturing customer intent so important? What process do you recommend for capturing customer intent? How should a contact centre analyse customer intent to drive value? What positive results have Sabio customers realised from actioning customer intent insights? If you're looking for more information on this topic, visit this page. Thanks for w...
Rethink Contact Center Automation and Add Collaborative Intelligence!
August 30, 2022 12:00 - 15 minutes - 10.3 MBCX Today's Charlie Mitchell hosts Callan Schebella, EVP of Product Management at Five9. In this session, we consider CX automation and how collaborative intelligence can help. In doing so, we discuss: Mistakes to avoid when adding automation to customer journeys How collaborative intelligence can help Finding the best balance of bots and humans Use cases for collaborative intelligence If you're looking to learn more about collaborative intelligence, visit this page. Thanks for watchin...
How Will New CEO Alan Masarek Rejuvenate Avaya?
August 23, 2022 12:00 - 15 minutes - 10.4 MBCX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst, ZK Research. In this session, we assess the potential strategy of new Avaya CEO Alan Masarek, discussing: Zeus's top takeaways follow his conversation with Masarek How Masarek's approach may differ to when he took the reigns at Vonage What does the future look like at Avaya? If you're looking for more information on this topic, visit this page. Thanks for watching, if you’d like more content like this, don...
The Latest Trends in CX with Dr. Nicola Millard
August 17, 2022 13:00 - 26 minutes - 18.3 MBCX Today's Charlie Mitchell hosts Nicola Millard, Principle Innovation Partner at BT. In this session we discuss the following five latest trends in CX: The Metaverse Hybrid Working Video Conversational AI Hyper-Personalization
Get Connected 2022. The Must-Attend CX Event Returns!
August 16, 2022 11:00 - 9 minutes - 6.71 MBCX Today's Charlie Mitchell hosts Sundeep Singh Boughan, Director of Sales Engineering at Puzzel. In this session, we introduce the upcoming Get Connected 2022 event, discussing: Where and when is Get Connected, and why should people come along? What makes this CX event stand out? Which sessions will attendees most look forward to? Which products is the Puzzel team most excited about showing off? Where can viewers go to secure their free spot at the event?
The 2022 Global Consumer Trends Report with Bruce Temkin
August 11, 2022 10:00 - 18 minutes - 12.8 MBCX Today's Charlie Mitchell hosts Bruce Temkin, Head of Qualtrics XM Institute.
Assessing the Microsoft Digital Contact Center
August 08, 2022 07:00 - 13 minutes - 9.63 MBCX Today's Charlie Mitchell hosts Dave Michaels, Lead Analyst at TalkingPointz.com
3 CCaaS Trends for 2022 and Beyond
August 03, 2022 11:00 - 31 minutes - 21.8 MBCX Today's Charlie Mitchell hosts Robin Gareiss, CEO and Principal Analyst at Metrigy, and Jonathan Allan, Chief Marketing Officer at Puzzel. After intros and a quick summary of Puzzel's place within the CCaaS space, we discuss the following three trends: AI reimagining contact centre solutions Reoccurring omnichannel woes The rise of visual engagement
Microsoft Discusses its New Digital Contact Centre Platform
August 01, 2022 10:00 - 12 minutes - 8.9 MBCX Today's Charlie Mitchell hosts Tony Lorentzen, SVP & General Manager, Nuance (now part of Microsoft).
AWS Discusses Its Latest Amazon Connect Innovations
July 22, 2022 12:00 - 16 minutes - 11.1 MBCX Today's Charlie Mitchell hosts Annie Weinberger, Head of Business Applications Product Marketing at AWS.
The Future of Zendesk Following Its Acquisition
July 15, 2022 12:00 - 11 minutes - 8.18 MBCX Today’s Charlie Mitchell hosts Zeus Karravala, Founder and Principal Analyst, ZK Research.
Five9 Discusses Its European Expansion Plans
June 09, 2022 09:00 - 5 minutes - 4.1 MBCX Today's Sandra Radlovački hosts Genefa Murphy, Chief Marketing Officer at Five9.
Building a Next Generation Virtual Agent
June 01, 2022 09:00 - 22 minutes - 15.2 MBCX Today's Charlie Mitchell hosts Nick Dicksee, Avaya International CPaaS Specialist Lead.
Supercharging Self-Service With AI
May 31, 2022 09:00 - 17 minutes - 12 MBCX Today's Charlie Mitchell hosts Brian Atkinson, Vice President EMEA at Five9.
SAP Introduces Its Latest Service Cloud Innovations
May 25, 2022 15:00 - 20 minutes - 14.2 MBCX Today's Charlie Mitchell hosts Jen Bailin, Chief Revenue Officer (CRO) at SAP Customer Experience.
Zendesk Discusses Its Latest CRM Innovations
May 13, 2022 15:00 - 13 minutes - 9.09 MBCX Today's Charlie Mitchell hosts with Matthias Goehler, CTO EMEA at Zendesk.
Engaging Customers with Video
April 27, 2022 10:00 - 15 minutes - 10.5 MBCX Today's Charlie Mitchell hosts Martin Taylor, Director of Content Guru. In this session, we consider the future of video in the contact centre, discussing: Why are some contact centres turning to video? Use cases for video in the contact centre Critical features of a video solution for contact centres Differentiators of the Content Guru storm video solution? Examples of excellent video contact centre video strategies
Zoom Discusses Its New Conversational Intelligence Solution
April 22, 2022 11:00 - 7 minutes - 5.25 MBCX Today's Charlie Mitchell hosts Josh Dulberger, Head of Product, Data and AI, at Zoom. In this session, we explore the release of its new conversational intelligence solution, discussing: The entrance of Zoom into the conversational analytics space How the solution may improve contact center conversations What differentiates this offering to competitors? The future of Zoom in CCaaS
Inspecting the Garner Magic Quadrant for Conversational AI
March 29, 2022 10:00 - 10 minutes - 7.43 MBCX Today's Charlie Mitchell hosts Zeus Karravala, Founder and Principal Analyst, ZK Research.
Delivering the Digital Contact Centre of the Future
March 10, 2022 09:00 - 13 minutes - 9.33 MBCX Today's Charlie Mitchell hosts Dave D'Arcy, Director EMEA Customer Care, RingCentral.
Delivering the Digital Contact Centre of the Future
March 10, 2022 09:00 - 13 minutes - 9.33 MBCX Today's Charlie Mitchell hosts Dave D'Arcy, Director EMEA Customer Care, RingCentral.
How Total Experience is Unlocking the Future of CX
March 04, 2022 10:00 - 15 minutes - 10.3 MBCX Today's Rob Scott hosts Steve Forcum, Director and Chief Evangelist at Avaya and he shares his perspective on how total experience is unlocking the future of customer experience.
Zoom Discusses Its New Contact Center Solution
March 02, 2022 14:00 - 10 minutes - 6.91 MBCX Today's Charlie Mitchell hosts Heidi Elmore, Head of UCaaS, Zoom.
Fuze: What is Next for CX?
January 10, 2022 10:00 - 11 minutes - 7.59 MBCX Today's David Dungay hosts Ron Calixto, SVP Global Service Delivery, Fuze.
The Future of CX: Predictions for 2022
January 04, 2022 11:00 - 11 minutes - 7.71 MBCX Today's William Smith hosts Julien Rio, Associate Vice President, International Marketing, RingCentral.
Customer Experience in the Year Ahead - Insights from Five9
December 16, 2021 22:00 - 24 minutes - 17.2 MBCX Today's Rob Scott hosts Brian Atkinson, VP and General Manager in EMEA at Five9.
Process Transformation for Customer Experience
December 15, 2021 09:00 - 9 minutes - 6.33 MBCX Today's William Smith hosts Gero Decker, General Manager SAP Business Process Intelligence and Co-founder, Signavio
LivePerson Leverages AI CX to Support Travel Industry
December 07, 2021 14:00 - 13 minutes - 9.5 MBCX Today's Carly Read hosts Jared Eisenlohr, VP of Retail, Travel & Tech, LivePerson.
Nectar: Digital Experience Insights from the IVR to the Agent
December 06, 2021 17:00 - 11 minutes - 8.26 MBCX Today's William Smith hosts Tim Armstrong, Vice President, Product & Marketing, Nectar.
Optimising Conversations for Next-gen CX
December 03, 2021 10:00 - 17 minutes - 12 MBCX Today's Rob Scott hosts Andy White, CEO, at Contexta360.
Conversation Analytics Platform and Autumn Release News
November 02, 2021 13:00 - 10 minutes - 7.06 MBCX Today's Carly Read hosts Jeff Gallino, CTO, CallMiner.
Twilio Engage and the Importance of Personalised CX
October 29, 2021 10:00 - 9 minutes - 6.62 MBCX Today's Carly Read hosts Paul Adams, Regional VP, UK & Ireland, Twilio.
Future-Proofing a Business with Omni-Channel
October 25, 2021 13:00 - 7 minutes - 5.11 MBCX Today's Carly Read hosts Jacob Borgeson, Product Marketing Director, Khoros.
Puzzel Extends Smart Experiences with Vergic Acquisition
October 22, 2021 09:00 - 11 minutes - 8.04 MBCX Today's Rob Scott hosts Frederic Laziou, CEO at Puzzel and Alexander Lunde, Co-Founder at Vergic.
Puzzel Extends Smart Experiences with Vergic Acquisition
October 22, 2021 09:00 - 11 minutes - 8.04 MBCX Today's Rob Scott hosts Frederic Laziou, CEO at Puzzel and Alexander Lunde, Co-Founder at Vergic.
Health of the Contact Centre 2021: Agent Well-being and the Great Resignation
October 21, 2021 15:00 - 11 minutes - 8.22 MBCX Today's William Smith hosts Calabrio's Ed Creasey, Director of Pre Sales and Graeme Meikle, WFM Consultant.
Language Operations: Multilingual Support with AI
October 20, 2021 10:00 - 18 minutes - 12.8 MBCX Today's William Smith hosts Vasco Pedro, Co-founder and CEO, Unbabel.
Impact Tech Has on Boosting Customer Engagement
October 18, 2021 14:00 - 9 minutes - 6.56 MBCX Today's Carly Read hosts Iain Regan, Chief Revenue Officer, Semafone.
Best Practices for Managing Agents Through Change
October 01, 2021 09:00 - 22 minutes - 15.5 MBCX Today's William Smith hosts Joanna Palmer, CX Client Principal - Contact Center at RingCentral and Zeus Kerravala, Founder and Principal Analyst at ZK Research.
Improving CX with Messaging Channels
October 01, 2021 08:00 - 12 minutes - 8.39 MBCX Today's Carly Read hosts John Walls, RVP Customer Success EMEA, Zendesk.
Making the Most of User-Generated Content
September 20, 2021 14:00 - 15 minutes - 10.6 MBCX Today's William Smith hosts Andrew Smith, VP, Marketing, PowerReviews.
Patient Experience in a Post-COVID World
September 16, 2021 12:00 - 16 minutes - 11.3 MBCX Today's Carly Read hosts Martin Taylor, CEO, Content Guru.