CX Today

Rob Scott from CX Today hosts Genefa Murphy, CMO, Five9 and Clare Muscutt, Founder & CEO, Women in CX and together they share their CX predictions for the year ahead! Watch the video to reveal their 2023 predictions! If you're looking for more information on this topic, visit Five9 .

CX Today's Charlie Mitchell hosts Alberta Bosco, Product Marketing Director at Puzzel . In this session, we explore the latest CCaaS innovations from Puzzel, discussing: How Puzzel packages its CCaaS solutions Its new Discover and Embrace CCaaS packages Which businesses the packages are best-suited for Future CCaaS innovations from Puzzel

CX Today's Charlie Mitchell hosts Frank Sherlock, VP International at CallMiner . In this session, we consider the current state of CX, discussing: Key takeaways from CallMiner's latest CX research The lack of believe in CX across many organisations Notable CX delivery challenges Reasons for hope in the future of CX If you're interested in downloading the report that this conversati...

CX Today's Charlie Mitchell hosts Ben Neo, Head of Enterprise Sales EMEA at Zoom Phone . In this session, we delve into some of the biggest announcements from Zoomtopia 2022, discussing: The launch of the Zoom Virtual Agent New additions to Zoom IQ Updates to the Zoom Contact Center Zoom's vision for customer experience

CX Today's Charlie Mitchell hosts Alain Mowad, Director of Product Marketing at Talkdesk . In this session, we consider how contact centers can cut costs without sacrificing CX, discussing: How to lower demand and handling times with AI More ways in which AI can lower contact center costs How Talkdesk customers have benefited from AI implementations Talkdesk's cost-cutting masterclasses

CX 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

CX 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 Linke...

CX 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 predict...

CX 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 m...

CX 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...

CX 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,...

CX 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 h...

CX 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'...

CX 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 inten...

CX 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...

CX 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...

CX 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

CX 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 showin...

CX Today's Charlie Mitchell hosts Bruce Temkin, Head of Qualtrics XM Institute.

CX Today's Charlie Mitchell hosts Dave Michaels, Lead Analyst at TalkingPointz.com

CX 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

CX Today's Charlie Mitchell hosts Tony Lorentzen, SVP & General Manager, Nuance (now part of Microsoft).  

CX Today's Charlie Mitchell hosts Annie Weinberger, Head of Business Applications Product Marketing at AWS.

CX Today’s Charlie Mitchell hosts Zeus Karravala , Founder and Principal Analyst, ZK Research .

CX Today's Sandra Radlovački hosts Genefa Murphy, Chief Marketing Officer at Five9 .