CX Today

Watch on YouTube. limehome's lifted its NPS score by an impressive 22 percent after embracing an experience-led growth strategy. To dive deeper into how the hospitality giant achieved the result, CX Today's Charlie Mitchell caught up with Julia Zuber, Customer Insights Lead at limehome , and David Ascott, Strategy Lead at Chattermill . They discuss: Why did limehome embrace the experienc...

Watch on YouTube. CX Today's David Dungay speaks to Michael McCloskey, CEO, Bright Pattern . In this session, we discuss the following: Where AI is having THE MOST impact in the contact center  AI use cases  Practical tips for implementing AI  For more information, visit Bright Pattern: https://www.brightpattern.com/ Thanks for watching. If you'd like more like this, don't forget to...

Watch on YouTube. According to Gartner - as of 2023 - at least 70 percent of contact center agents work from legacy infrastructure. That reflects the hesitancy that many contact centers - particularly those within large enterprises - have in migrating to the cloud. CX Today's Charlie Mitchell is joined by Jon Arnold, Principal of J Arnold & Associates , and Matt McKernan, SVP of the Ameri...

Watch on YouTube. CX Today's Charlie Mitchell hosts James Marscheider, Chief Commercial Officer at evaluagent . We reflect on the common thought among contact center leaders that "I need to invest more in digital to meet customer demand" - and Marscheider's belief that it's a myth. After stating his case, Marscheider discusses: Where does the myth comes from? Is it leaving...

CX Today's Charlie Mitchell hosts Mauro Carobene, Vice President of the Customer Interactions Suite at Tata Communications . They deep dive on the Customer Interactions Suite from Tata Communications, which unifies CCaaS and CPaaS. In doing so, they discuss: The benefits of an all-in-one offering The types of business the suite typically attracts What the recent acquisition of Kaleyra brings...

Watch 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 wh...

Watch 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, C...

Watch 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 a...

Watch 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 appr...

Watch 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: A...

Watch 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: h...

Watch 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 R...

Watch 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 checkl...

Watch 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 business...

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 Oracle & HubSpot. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research  Rebecca Wetteman, CEO & Principa...

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 Cu...

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 point...

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 fo...

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 predic...

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...

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 C...

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...

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 Innovat...

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: Ri...

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 enviro...