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
Oct 16, 2024 • 5min
Michels on Avaya's Key Launches and Future Relevancy
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 relevantThanks 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.
Oct 16, 2024 • 18min
Is an AI-Centric Strategy REALLY the Best Option In Enterprise Communications?
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 ULAPDom Black, Growth Director & Principal Analyst at CavellDuring the video, the enterprise communications experts discuss:The trend of tech vendors using the term "AI" in their product descriptions reducing their customers' "purchase intentions"Why brands may wish to take a non-AI-centric approach to enterprise communicationsThe verticals in which this conversation is most prevalentWhat is ULAP doing to support businesses taking a non-AI-centric approach?
Oct 9, 2024 • 9min
Customer Research Strategy that Delivers Optimal Customer Experiences
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 successHow marketing and CX leaders should think about refreshing their customer personas
Oct 1, 2024 • 39min
Contact Center AI: The Opportunities and Risks for Insurers
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 PuzzelSimon Foot, Head of Customer Contact Transformation at PA ConsultingDuring the video both contact center experts consider:Where are the current opportunities for insurers to leverage AI within their contact center experiences?When might insurers realize the need to better focus their AI efforts in the contact center?Examples of insurers leveraging contact center AI to excellent effect
Sep 30, 2024 • 13min
Why You Still Need Your Agents In a World of GenAI
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 journeys?
Sep 30, 2024 • 10min
Exploring the Transformative Power a Best-in-Category Tech Stack can have on Customer Support
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 WFMSome use cases and challenges of using these platforms togetherWhat constitutes a good integration partnership and the benefits that it brings to customersThe benefits of having a fully integrated best-in-category solution over an all-in-one solution
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
