CX Today

Watch 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 & P...

Watch 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": Indus...

Watch 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 i...

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 Genesys, Salesforce, Google, and Five9. In this edition, our CX experts include: Shelly Kramer, Principal Analyst at V3B  Zeus Kerravala, Principal Analyst at ZK Res...

Watch 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 s...

Watch 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 contac...

Watch 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...

Watch 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, wo...

Watch 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 maintai...

Watch 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. Th...

Watch 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 crea...

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 Microsoft, Salesforce, and Zoom. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, Principal at Valoir Michae...

Watch 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...

Watch 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 Salesfo...

Watch 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 custome...

Watch 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 Va...

Watch 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?...

Watch 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 in...

Watch 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, subs...

Watch 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...

Watch 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...

Watch 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 ab...

Watch 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...

Watch 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 Sitecor...

Watch 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...