CX Today
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News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team. Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.
Episodes
Mentioned books
Sep 26, 2024 • 44min
Big CX News - A Dreamforce 2024 Review ft. Agentforce, Own Company, CCaaS Pilot Program, & More
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 Fauscette, Founder, CEO & Chief Analyst at Arion Research Arun Prateek, a Senior Analyst at Everest GroupThanks 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 LinkedIn pages.
Sep 24, 2024 • 18min
How to Get the Most Value from Your CCaaS Investment
CX Today's Charlie Mitchell hosts Jo Sverre Lindem, Chief Customer Officer at Puzzel.We consider how contact centers can get the most out of your CCaaS investment, discussing:Where have many CCaaS providers gone wrong in supporting their customers?What do vendors - and Puzzel - specifically do differently to better support customers?The value of a CCaaS Optimization Program to ensure continued CCaaS ROICustomer stories of getting the most out of their CCaaS program via Puzzel's Optimization Program
Sep 23, 2024 • 21min
Challenges & Opportunities: What Has 2024 Taught Us About AI in Contact Centers?
CX Today's Charlie Mitchell hosts Steve Blood, VP of Market Intelligence and Evangelism at Five9.We reflect on 2024, considering the challenges and opportunities of contact center AI. In doing so, we discuss:The challenges of 2024, and what has caused them?What lessons should contact centers take forward?What do the brands performing best with contact center AI have in common?How is Five9 setting its customers up for success with contact center AI?
Sep 19, 2024 • 12min
How to Navigate the Transition from On-Premise to Cloud Contact Centers
CX Today's Susie Harrison joined Puzzel CEO Frederic Laziou to discuss the transition from on-premise to cloud.In this conversation we cover:The reasons enterprises stay on-prem or move to the cloudThe challenges of moving to CCaaS and what companies can expect from it, including pitfallsTop tips on starting the journey
Sep 18, 2024 • 10min
GenAI in the Contact Center ComputerTalk Shares Its Latest Innovations
CX Today's Charlie Mitchell hosts Bernie Lee, VP of Product Engineering at ComputerTalk.We discuss three of the latest GenAI innovations that CCaaS provider ComputerTalk is bringing to its ice Contact Center platform, and how to deploy them.In doing so, we consider:Use Case 1 - Case SummarizationUse Case 2 - Customer Sentiment AnalysisUse Case 3 - Automated Follow UpsWhat's the process for implementing these use cases?What's coming in terms of future innovation?
Sep 18, 2024 • 7min
How Personal AI Agents are set to Transform CX
CX Today's Susie Harrison hosts Malte Kosub, CEO and Co-Founder of Parloa.In this episode, we consider:Market changes in customer support and how businesses can prepare for them, both physically and in mindsetHow to get started with AI in contact centersHow to leverage AI agents safely and reliably
Sep 17, 2024 • 25min
Purpose-Built Gen AI for the Contact Center: Introducing ElevateAI by NICE (with Demos!)
CX Today's Charlie Mitchell hosts Ashley Griggs, Head of Sales and Strategic Partnerships at ElevateAI by NICE.After an introduction to the NICE ElevateAI, we discuss:How to set up ElevateAIThe GenAI use cases within ElevateAIHow the "Ask Elevate" feature worksWhich models power ElevateAI's GenAI?We also share video demos throughout, bringing the solution to life.
Sep 12, 2024 • 22min
The Death of the Pureplay Contact Center Provider
CX Today's Charlie Mitchell hosts Simon Harrison, Founder & CEO of Actionary.They kick-off the conversation by considering:What's driving vendors into CCaaS from adjacent spaces?What impact is this having on the traditional CCaaS players?Which CCaaS vendors will be best placed for success?Chris Morrisey, Head of CX Sales at Zoom, then joins the conversation to discuss:Why will Zoom have an edge in the CCaaS market of tomorrow?How will the breadth of Zoom's offering support its CCaaS charge?To learn more about Zoom's CCaaS offering, check out this demo of the Zoom Contact Center.Alternatively, to dive deeper on the future of CCaaS, register for our upcoming webinar here.
Sep 9, 2024 • 11min
On-Prem vs. Cloud Contact Centers: It's Not an Open & Shut Case
CX Today's Charlie Mitchell introduces a discussion on why businesses may wish to keep their contact center operations on-premise. For this discussion, he's joined by two industry experts:Michael McCloskey, CEO of Bright PatternNicolas de Kouchkovsky, Principal Analyst at CaCube ConsultingDuring the video both contact center specialists answer the questions:What’s driving large contact center vendors to shift their portfolio from on-prem to the cloud?Why would customers want to stay on-prem and not move to cloud?What should customers who require on-prem look for in a vendor?
Sep 5, 2024 • 12min
RingCentral Introduces Its New AI Assist Solutions for RingCX
CX Today's Charlie Mitchell hosts Jim Payne, Director of Product Marketing for Customer Experience at RingCentral. They kick-off the conversation and then:Introduce RingCentral's RingCX platformDiscuss its new Agent Assist and Supervisor Assist solutionsStandout capabilities of the new solutionsDave Michels, Lead Analyst at TalkingPointz, then joins the conversation to discuss:Eye-catching features of the Agent Assist and Supervisor Assist solutionsRingCentral's position within the broader CCaaS market
