CX Today

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 Google, Salesforce, and Five9.In this edition, our CX experts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirFinbarr Begley, Senior Research Analyst at Cavell GroupSimon Harrison, Founder & CEO of ActionaryMartin Schneider, Head of Research at Annuitas Research

Watch on YouTube.CX Today's Charlie Mitchell hosts Blair Ferguson, Chief of Staff at ComputerTalk.We consider how contact centers often compare CCaaS providers, and what they might miss along the way.In doing so, we discuss:The flaws of the traditional tick-box process. Evaluating the integrations with other critical CX platforms. What should a buyer expect from a CCaaS vendor's support services? Tips for isolating the best-placed CCaaS offering. Learn more about the ComputerTalk ice Contact Center solution by visiting ComputerTalk.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 LinkedIn pages.

Watch on YouTube.A 2023 study by Princeton University found that "contact center operators" top the list of occupations with the highest risk of being replaced by AI.Cue more doomsday headlines for the contact center agent.Yet, few in the contact center industry see such a doomsday happening any time soon.For example, 61 percent of customer service and support leaders expect headcount reductions of only five percent or less due to GenAI.So, do those doomsday headlines have any merit? To find out, CX Today's Charlie Mitchell hosts Amy Roberge, Head of Global CX Solutions Engineering at Zoom.During the conversation, they discuss:Will AI be a friend or foe to the contact center agent? Why do so many headlines frame AI as a foe? Examples of "AI" as a friend use cases. How contact centers can start implementing these use cases. For more examples of how AI can assist agents, check out this demo of the Zoom Contact Center.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 LinkedIn pages.

CX Today's Charlie Mitchell hosts Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance. They present an analysis of the 2024 Gartner Magic Quadrant for CPaaS.Together, they discuss some of the big talking points from the Gartner Magic Quadrant, which include:Top takeaways from the study. The little movement from the 2023 edition. The unlucky few to miss out on inclusion. How should CPaaS buyers leverage the report? For a more comprehensive analysis, read our 2024 Gartner Magic Quadrant for CPaaS rundown.To check out the event Rob mentioned, follow the link to the CPaaS Acceleration Summit 2024.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 LinkedIn pages. 

Watch on YouTube.CX Today's Susie Harrison hosts Cognigy CEO Philip Heltewig to discuss the company's plans for AI investments.In this video, they cover:The involved Series C funding round process and what the outcome means for the business Cognigy's plans for investment, including R&D and feature expansionHow AI is accelerating interactions in the contact centerTrends for generative AI in the contact centerThanks 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.

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, NICE, and Salesforce. In this edition, our CX experts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirMichael Fauscette, Founder, CEO & Chief Analyst at Arion Research Simon Harrison, Founder & CEO of ActionaryMartin Schneider, Head of Research at Annuitas Research 

CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies. We kickstart the conversation by introducing an outcome-first approach to customer journey AI. From there, Martin shares several examples of AI in: - The Contact Center IVR - Customer Self-Service - The Waiting Experience - Live Agent Conversations - Post-Contact Activities Finally, we discuss the process of implementing such AI components, and share insight into the future of customer journey AI. For more from Martin, check out Landis Technologies' YouTube channel: @landiscomputer Or, for more examples of customer journey AI, visit: https://landistechnologies.com/ Hosted by Charlie Mitchell, Senior Editor at CX Today News - Customer Experience Technology News - #customerjourneyai #contactcenter #landis 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, LinkedIn and Facebook pages. For more Customer Experience tech news, visit: https://www.cxtoday.com

Watch on YouTubeEmail is still the second most leveraged channel for inbound customer conversations. Yet, email service experiences continue to underwhelm. Recognizing this, we got in touch with Jonathan Barouch, Founder & CEO of Local Measure, to record this discussion. In doing so, we considered how contact centers can step up their email game, discussing:The challenges of email customer service, and how to overcome them.Supporting agents to deliver better email customer service.Assistive technologies that can transform the email experience. To learn more about the Local Measure Omnichannel CCaaS platform, visit: https://www.localmeasure.com/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 LinkedIn pages. 

Watch on YouTube.According to Gartner, the contact center is one of the top three business areas where enterprises want to deploy generative AI (GenAI).Recognizing this, we got in touch with Jonathan Barouch, Founder & CEO of Local Measure, to record this discussion.In doing so, we considered how contact centers can best deploy the technology, discussing:The first step to implementing contact center GenAI. The dangers of deploying GenAI to only cut costs. Local Measure's new GenAI-powered real-time translation tool. More contact center GenAI use cases. To learn more about the Local Measure GenAI-powered CCaaS platform, visit their website.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 LinkedIn pages.

CX Today's Charlie Mitchell hosts Tony Masis, VP, GM, & Leader of Customer Management Services (CSM) at Shyft Global Services.They deep dive on customer experience outsourcing, discussing:The business challenges that cause companies to consider CX outsourcingConsiderations for selecting a CX outsourcing partnerBest practices to get the most from outsourcing relationshipsWhat does an outsourcing partnership look like in practice?The future of CX outsourcing