CX Today

CX Today's Charlie Mitchell hosts Jo Sverre Lindem, Chief Customer Officer at Puzzel . We consider how contact centers can get the most out of your CCaaS investment, discussing: Where have many CCaaS providers gone wrong in supporting their customers? What do vendors - and Puzzel - specifically do differently to better support customers? The value of a CCaaS Optimization Program to ensure con...

CX Today's Charlie Mitchell hosts Steve Blood, VP of Market Intelligence and Evangelism at Five9 . We reflect on 2024, considering the challenges and opportunities of contact center AI. In doing so, we discuss: The challenges of 2024, and what has caused them? What lessons should contact centers take forward? What do the brands performing best with contact center AI have in common? How is Fiv...

CX Today's Susie Harrison joined Puzzel CEO Frederic Laziou to discuss the transition from on-premise to cloud. In this conversation we cover: The reasons enterprises stay on-prem or move to the cloud The challenges of moving to CCaaS and what companies can expect from it, including pitfalls Top tips on starting the journey

CX Today's Charlie Mitchell hosts Bernie Lee, VP of Product Engineering at ComputerTalk . We discuss three of the latest GenAI innovations that CCaaS provider ComputerTalk is bringing to its ice Contact Center platform, and how to deploy them. In doing so, we consider: Use Case 1 - Case Summarization Use Case 2 - Customer Sentiment Analysis Use Case 3 - Automated Follow Ups What's the pr...

CX Today's Susie Harrison hosts Malte Kosub, CEO and Co-Founder of Parloa . In this episode, we consider: Market changes in customer support and how businesses can prepare for them, both physically and in mindset How to get started with AI in contact centers How to leverage AI agents safely and reliably

CX Today's Charlie Mitchell hosts Ashley Griggs, Head of Sales and Strategic Partnerships at ElevateAI by NICE . After an introduction to the NICE ElevateAI, we discuss: How to set up ElevateAI The GenAI use cases within ElevateAI How the "Ask Elevate" feature works Which models power ElevateAI's GenAI? We also share video demos throughout, bringing the solution to life.

CX Today's Charlie Mitchell hosts Simon Harrison, Founder & CEO of Actionary . They kick-off the conversation by considering: What's driving vendors into CCaaS from adjacent spaces? What impact is this having on the traditional CCaaS players? Which CCaaS vendors will be best placed for success? Chris Morrisey, Head of CX Sales at Zoom , then joins the conversation to discuss: Why wil...

CX Today's Charlie Mitchell introduces a discussion on why businesses may wish to keep their contact center operations on-premise. For this discussion, he's joined by two industry experts: Michael McCloskey, CEO of Bright Pattern Nicolas de Kouchkovsky, Principal Analyst at CaCube Consulting During the video both contact center specialists answer the questions: What’s driving large conta...

CX Today's Charlie Mitchell hosts Jim Payne, Director of Product Marketing for Customer Experience at RingCentral . They kick-off the conversation and then: Introduce RingCentral's RingCX platform Discuss its new Agent Assist and Supervisor Assist solutions Standout capabilities of the new solutions Dave Michels, Lead Analyst at TalkingPointz , then joins the conversation to discuss: Eye...

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 news in the space, including stories from NICE, Salesforce, and Five9. In this edition, our CX experts include:  Zeus Kerravala, Principal Analyst at ZK Research  Rebecca Wetteman, CEO & Principal Analyst a...

CX Today's Susie Harrison hosts Sam Peters, Head of Customer Success at Assembled , to cover the workplace engagement metrics you need to be tracking. Sam explains his top five and highlights some bonus metrics that almost made his cut.

Watch on YouTube. CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec . After an introduction to contact center Auto-QA, they discuss three use cases for generative AI (GenAI) in quality assurance. These are: Use Case #1 The Additional Context Window  Use Case #2 The AI Prompt Designer  Use Case #3 LLM-based Sentiment Analysis  They also share a quick video of eac...

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 news in the space, including stories from Google, Salesforce, and Five9. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at...

Watch on YouTube. CX Today's Charlie Mitchell hosts Blair Ferguson, Chief of Staff at ComputerTalk . We consider how contact centers often compare CCaaS providers, and what they might miss along the way. In doing so, we discuss: The flaws of the traditional tick-box process.  Evaluating the integrations with other critical CX platforms.  What should a buyer expect from a CCaaS vendor's s...

Watch on YouTube. A 2023 study by Princeton University found that "contact center operators" top the list of occupations with the highest risk of being replaced by AI. Cue more doomsday headlines for the contact center agent. Yet, few in the contact center industry see such a doomsday happening any time soon. For example, 61 percent of customer service and support leaders expect headcoun...

CX Today's Charlie Mitchell hosts Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance.  They present an analysis of the 2024 Gartner Magic Quadrant for CPaaS. Together, they discuss some of the big talking points from the Gartner Magic Quadrant, which include: Top takeaways from the study.  The little movement from the 2023 edition.  The unlucky few to miss out on inclusion.  How...

Watch on YouTube. CX Today's Susie Harrison hosts Cognigy CEO Philip Heltewig to discuss the company's plans for AI investments. In this video, they cover: The involved Series C funding round process and what the outcome means for the business  Cognigy's plans for investment, including R&D and feature expansion How AI is accelerating interactions in the contact center Trends for...

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 news in the space, including stories from Microsoft, NICE, and Salesforce.  In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst...

CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies.   We kickstart the conversation by introducing an outcome-first approach to customer journey AI.   From there, Martin shares several examples of AI in: - The Contact Center IVR - Customer Self-Service  - The Waiting Experience - Live Agent Conversations  - Post-Contact Activities Finally, we discuss th...

Watch on YouTube Email is still the second most leveraged channel for inbound customer conversations. Yet, email service experiences continue to underwhelm. Recognizing this, we got in touch with Jonathan Barouch, Founder & CEO of Local Measure, to record this discussion.  In doing so, we considered how contact centers can step up their email game, discussing: The challenges of email customer...

Watch on YouTube. According to Gartner, the contact center is one of the top three business areas where enterprises want to deploy generative AI (GenAI). Recognizing this, we got in touch with Jonathan Barouch, Founder & CEO of Local Measure , to record this discussion. In doing so, we considered how contact centers can best deploy the technology, discussing: The first step to implementing con...

CX Today's Charlie Mitchell hosts Tony Masis, VP, GM, & Leader of Customer Management Services (CSM) at Shyft Global Services . They deep dive on customer experience outsourcing, discussing: The business challenges that cause companies to consider CX outsourcing Considerations for selecting a CX outsourcing partner Best practices to get the most from outsourcing relationships What does an...

Watch on YouTube. Zoom entered the CCaaS space two years ago, and has since gained significant momentum in the market. Recognizing this, we got in touch with Brandon Knight, Global Head of Zoom Customer Experience Channel & Ecosystem , to record this discussion. In doing so, we considered Zoom 's contact center journey so far and where it's heading, discussing: The Zoom Contact Cente...

Watch on YouTube. CX Today's Tom Wright hosts Nigel Mansfield, Standard Focus. In this interview from Avaya Engage we discuss the latest AXP innovations, and more the growth of Standard Focus as an organization, omnichannel, the Avaya AACC platform, and more! If you're looking for more information on this topic visit Avaya . Thanks for watching. If you’d like more like this, don’t forget...

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 Salesforce, Informatica, Avaya, Genesys, & ServiceNow. In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research  Michael Fauscet...