CX Today

Rhys Fisher hosts Emmanuel Doubinsky, Product Director at Scorebuddy . The pair discuss how AI and automation are being used in the Quality Assurance (QA) space. In doing so, they cover: The challenges that come with having access to more QA data The role human agents play in an increasingly AI-centric sector How AI will impact the future of QA

CX Today 's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025.  To run through them, he's joined by: Barry Cooper, President of NICE CX  Max Ball, Principal Industry Analyst at Forrester Research Both share their perspectives on each of the trends - as shared below: Trend 1 – Advancements In AI Will Turn Contact Centers Into Profit Centers Trend 2 –...

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 Microsoft, Afiniti, and Sprinklr. In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research  Liz Miller, VP & Principal Analyst at C...

CX Today's Susie Harrison hosts Ben Booth, CEO & Co-Founder at MaxContact to explore the trends in contact centers for the year ahead. In this session, we explore: The dominant trends in the contact center of 2025 and the essential tech for managers to align themselves with Proving ROI from AI investment and how to identify where AI is offering benefits Striking the optimal balance betwee...

CX Today's Susie Harrison hosts Sebastian Glock, Director of Product Marketing at Cognigy , to delve into agentic AI and its possibilities for CX. In this session we cover: What agentic AI is Agentic AI's potential to revolutionize the CX market What Cognigy's agentic AI delivers How the interplay between human and digital agents is evolving The future for contact centers and agenti...

CX Today's Susie Harrison hosts Alan Ranger, VP Marketing at Cognigy, for a deep dive into his role, Cognigy and innovations in AI. Expect to dive into the heart of Cognigy's company culture, understand their key products and services, and discover how they tackle the big challenges in the tech industry

Bright Pattern Is Redefining Flexibility in Contact Centers In this interview, Rob Scott of CX Today sits down with Michael McCloskey, CEO of Bright Pattern, to explore one of the hottest debates in contact center technology: cloud versus on-premises solutions. With a growing push from CCaaS providers towards cloud-only models, Michael explains why Bright Pattern’s philosophy of deployment flexibi...

CX Today's Rhys Fisher hosts David Juniper, Group Director at ROAR B2B . They preview the upcoming Call and Contact Centre event that takes place between November 27-28, 2024. In doing so, they discuss: The challenges attendees currently face within their contact centre operations. How the event addresses these challenges with its agenda.  The flagship speaker sessions for the week.  For more...

CX Today's Susie Harrison hosts Dave Hampton, Head of Managed Services at Ultima Business Solutions, to explore their evolutionary and mutually beneficial partnership with Bright Pattern.  In this session we cover: How Bright Pattern's solutions have impacted Ultima's business operations and customer experience Some of the key challenges or pain points that Ultima was looking to add...

CX Today's Susie Harrison is joined by Jamie Snaddon, Managing Director, EMEA at 8x8.  In this session, we cover: - The biggest trend now and where it will take us next - AI adoption trends in CX - How the vendor landscape will change as security and regulations evolve - Tips for maintaining or gaining a competitive advantage in this new ecosystem

CX Today's Charlie Mitchell hosts Vasili Triant, Co-CEO of UJET . Two months into the role, Triant has taken the reigns at an exciting time for the CCaaS vendor, which recently completed a $76MN funding round. During the conversation, he discussed: UJET's vision for the future of CCaaS How he will help to make that vision a reality as Co-CEO UJET differentiators in the CCaaS space Where...

Watch on YouTube. CX Today's Charlie Mitchell presents the 2024 Gartner Magic Quadrant for CCaaS.  He's joined by Dave Michels, Lead Analyst at TalkingPointz , and Nerys Corfield, Director of Injection Consulting .  Together, they consider some of the questions swirling the Gartner MQ, which include:  Is the inclusion criteria fair?  How does it reflect broader CCaaS trends?  How should...

Contact centers face many of the same challenges they always have. However, in an age of new-wave AI, continued digitization, and changing customers, they face several new obstacles, too. Recognizing this, Brandon Knight, Global Head of CX Ecosystem at Zoom , joins CX Today's Charlie Mitchell to run through five of the most pressing contact center challenges for 2025. These are: High agent tu...

CX Today's Susie Harrison hosts Matt Yates, VP Engineering at MaxContact . In this session, we cover: Harnessing the huge volumes of data available efficiently and effectively The key opportunities and challenges in having this data available Tips for implementing clear, data-driven decision making The impact of AI on how data is captured and the level of detail provided The broader impact of...

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by six prominent CX analysts to dissect the latest news in the space, including stories from NICE, Salesforce, and Microsoft. In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research  Liz Miller, VP & Principal Analyst at Con...

CX Today's Susie Harrison hosts Jon Burg, VP Strategy at TechSee , for a discussion on the rise of agentic AI. In this session, we cover: What agentic AI is How it makes decisions How issues of safety, robustness and unintended consequences can be mitigated The interplay between agentic AI and human agents in CX The future for this technology in replicating human cognition

CX Today's Charlie Mitchell introduces a beginner's discussion about contact center AI. For this conversation, he's joined by two industry experts: Anders Ruge, a Senior AI Solution Architect at Puzzel Martin Hill Wilson, the Founder of Brainfood Consulting During the video both contact center experts consider: The many AI use cases beyond customer-facing bots How bots have evolved...

CX Today's Susie Harrison hosts Anand Viswanathan, AVP & Global Head of CCaaS, Tata Communications . In this video, Anand shares his top tips on finding a best fit CCaaS platform. It also covers: The importance of scalability, security and compliance in making a CCaaS platform selection Agent productivity and efficiency

Watch on YouTube. CX Today's David Dungay spoke to prominent analyst Dave Michels, Founder of TalkingPointz . In this session we discuss the following: How Avaya is leveraging AI  Zoom relationship update  How can Avaya remain relevant Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our Twitter and...

CX Today's Charlie Mitchell introduces a discussion about whether an AI-centric strategy is REALLY the best option in enterprise communications? For this discussion, he's joined by two industry experts: Dominic McDonald, CEO of ULAP Dom Black, Growth Director & Principal Analyst at Cavell During the video, the enterprise communications experts discuss: The trend of tech vendors using...

CX Today's Susie Harrison hosts Rema Nasif, Managing Director of Strategy at OneMagnify . In this session, we discuss: What's top of mind for marketing and CX leaders regarding their customer research programs? Why persona development and customer journey mapping are such critical components of success How marketing and CX leaders should think about refreshing their customer personas

CX Today's Charlie Mitchell introduces a discussion about contact center AI, and the opportunities and risks for insurers. For this conversation, he's joined by two industry experts: Jacob Gardiner, Senior Account Executive for Insurance and Financial Services at Puzzel Simon Foot, Head of Customer Contact Transformation at PA Consulting During the video both contact center experts consi...

CX Today's Charlie Mitchell hosts Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom . In this session, we discuss the following: How does Zoom transform the role of AI within the contact center of tomorrow? What will this look like in practice? Practical examples of how AI will support agents and businesses? What obstacles will contact centers face on their AI jo...

CX Today's Susie Harrison hosts Evaluagent CCO James Marscheider and Archit Kumar, Partnerships Manager at Assembled . In this episode, we consider: The top-line benefits of integrating QA and performance improvement software with WFM Some use cases and challenges of using these platforms together What constitutes a good integration partnership and the benefits that it brings to customers The...

Watch on YouTube. CX Today's Charlie Mitchell presents a rundown of Dreamforce 2024, Salesforce's hallmark annual event. He's joined by five prominent CX analysts to dissect the headlines, including: Zeus Kerravala, Principal Analyst at ZK Research  Liz Miller, VP & Principal Analyst at Constellation Research  Rebecca Wetteman, CEO & Principal Analyst at Valoir  Michael Faus...