CX Today

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 Zoom, Twilio, Lifesize, RingCentral, and 8x8 . In this edition, our CX experts include: Dave Michaels, Lead Analyst at TalkingPointz.com  Liz Miller, VP & Princi...

Watch 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...

Watch 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 part...

Watch 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 overco...

Watch 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 thi...

Clare 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 Experi...

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 Meta, Qualtrics, and Salesforce. In this edition, our CX experts include:  Rebecca Wetteman, Principal at Valoir  Michael Fauscette, Founder, CEO & Chief Analyst at Arion...

CX 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...

Watch 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...

CX 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 nee...

CX 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: vis...

CX 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 C...

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 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...

CX 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 ab...

CX 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 potent...

CX 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?

CX 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.

CX 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? Ho...

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 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 Conste...

CX 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 jour...

CX 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...

CX 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...

CX 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&apos...

CX 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 emplo...

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 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...