CX Today's Charlie Mitchell hosts Lee Jones, Director of Elev-8 Performance.They kick off the conversation by considering:What is total experience? How does it work?What are the benefits of total experience?Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom shares some best practices for making total experience a reality.
CX Today's Charlie Mitchell hosts Steve Nattress, VP of Product Management at Enghouse Interactive.In this session, we explore the ethical considerations brands must make before deploying AI in the contact center.In doing so, we discuss:How has AI use has changed in the contact center over the past 2 years?What ethical, data privacy, and security challenges have contact centers been confronted with in that time?How is Enghouse approaching ethical AI to help its clients push past these challen...
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 dataThe role human agents play in an increasingly AI-centric sectorHow 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 ResearchBoth share their perspectives on each of the trends - as shared below:Trend 1 – Advancements In AI Will Turn Contact Centers Into Profit CentersTrend 2 – Contact Center Leadership Roles Will Become More Strategic and Stretch Beyond Customer SupportTrend 3 – ...
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 Constellation Research Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Derek...
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 withProving ROI from AI investment and how to identify where AI is offering benefitsStriking the optimal balance between use of AI and human agents, and how much freedom to give AIAI's current limitations and how to implement...
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 isAgentic AI's potential to revolutionize the CX marketWhat Cognigy's agentic AI deliversHow the interplay between human and digital agents is evolvingThe future for contact centers and agentic AI
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 CentersIn 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 flexibility—allowing companies to "have it your way"—is changing the game for organizations navigating a ...
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 on Call and Contact Centre 2024, visit their website.Thanks for watching. If you'd like more like ...
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 experienceSome of the key challenges or pain points that Ultima was looking to address by implementing Bright Pattern's technologyThe measurable benefits seen by Ultima since working with Brig...
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 CCaaSHow he will help to make that vision a reality as Co-CEOUJET differentiators in the CCaaS spaceWhere will UJET innovate next?
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 CCaaS buyers leverage the report?Thanks for watching. If you'd like more like this, don't ...
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 turnoverContinued omnichannel frustrationPressure to implement AI and deliver quick ROISiloed knowledge and...
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 effectivelyThe key opportunities and challenges in having this data availableTips for implementing clear, data-driven decision makingThe impact of AI on how data is captured and the level of detail providedThe broader impact of AI in the contact center
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 Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Michael Fauscette, Fo...
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 isHow it makes decisionsHow issues of safety, robustness and unintended consequences can be mitigatedThe interplay between agentic AI and human agents in CXThe 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 PuzzelMartin Hill Wilson, the Founder of Brainfood ConsultingDuring the video both contact center experts consider:The many AI use cases beyond customer-facing botsHow bots have evolved over the past five to ten yearsWhere to start with contact center AIHalfway through the recording, Ruge also shares a...
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 selectionAgent productivity and efficiency