CX Today

Watch on YouTube.Zoom entered the CCaaS space two years ago, and has since gained significant momentum in the market.Recognizing this, we got in touch with Brandon Knight, Global Head of Zoom Customer Experience Channel & Ecosystem, to record this discussion.In doing so, we considered Zoom's contact center journey so far and where it's heading, discussing:The Zoom Contact Center's cloud-native foundation Its differentiative CCaaS innovations Zoom's burgeoning CCaaS partner base The growth of Zoom's CCaaS customer base Its goals in the enterprise Where will the Zoom Contact Center be two years from now? For a visual tour of the Zoom Contact Center, visit: https://guidedtours.zoom.us/tour/zoom-clips/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 Tom Wright hosts Nigel Mansfield, Standard Focus.In this interview from Avaya Engage we discuss the latest AXP innovations, and more the growth of Standard Focus as an organization, omnichannel, the Avaya AACC platform, and more!If you're looking for more information on this topic visit Avaya.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 Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by five prominent CX analysts to dissect the latest stories from the space - including news from Salesforce, Informatica, Avaya, Genesys, & ServiceNow.In this edition, our CX experts include:Zeus Kerravala, Principal Analyst at ZK Research Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Simon Harrison, Founder & CEO of Actionary Keith Kirkpatrick, Research Director at The Futurum Group Martin Schneider, Head of Research at Annuitas Research Stay up to date with the latest in CX space by subscribing to our newsletter, visit: https://www.cxtoday.com/account/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.limehome's lifted its NPS score by an impressive 22 percent after embracing an experience-led growth strategy.To dive deeper into how the hospitality giant achieved the result, CX Today's Charlie Mitchell caught up with Julia Zuber, Customer Insights Lead at limehome, and David Ascott, Strategy Lead at Chattermill.They discuss:Why did limehome embrace the experience-led growth concept? limehome's approach to experience-led growth Initiatives that limehome ran to achieve experience-led growth The results of limehome's new strategy Advice for achieving experience-led growth For more on the tech that limehome leveraged, visit Chattermill.Want to take Chattermill's Experience-Led Growth Maturity Online Evaluation? If so, visit: https://chattermill.com/experience-led-growth-maturity-assessmentThanks 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 David Dungay speaks to Michael McCloskey, CEO, Bright Pattern.In this session, we discuss the following:Where AI is having THE MOST impact in the contact center AI use cases Practical tips for implementing AI For more information, visit Bright Pattern: https://www.brightpattern.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 - as of 2023 - at least 70 percent of contact center agents work from legacy infrastructure.That reflects the hesitancy that many contact centers - particularly those within large enterprises - have in migrating to the cloud.CX Today's Charlie Mitchell is joined by Jon Arnold, Principal of J Arnold & Associates, and Matt McKernan, SVP of the Americas at Content Guru, to dive deeper into this trend.In doing so, we consider:The critical blockers to enterprise CCaaS migrations. The tricky workloads to move to the cloud. Troubles within the public sector specifically. What should a complex, enterprise contact center look for in a CCaaS provider? Content Guru is a stalwart CCaaS provider, trusted by many large enterprises. To learn more about their tech portfolio, visit Content Guru.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 Charlie Mitchell hosts James Marscheider, Chief Commercial Officer at evaluagent.We reflect on the common thought among contact center leaders that "I need to invest more in digital to meet customer demand" - and Marscheider's belief that it's a myth.After stating his case, Marscheider discusses:Where does the myth comes from?Is it leaving voice experiences in the dark?Where should contact centers invest in the service experience?We finish by teasing Marscheider's upcoming masterclass: Why CX can't hang up on the voice channel.If you'd like to sign up, visit here.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 Mauro Carobene, Vice President of the Customer Interactions Suite at Tata Communications.They deep dive on the Customer Interactions Suite from Tata Communications, which unifies CCaaS and CPaaS. In doing so, they discuss:The benefits of an all-in-one offeringThe types of business the suite typically attractsWhat the recent acquisition of Kaleyra brings to the suiteWhat's next for the suite?

Watch on YouTube.CX Today's Charlie Mitchell hosts Tatum Bisley, Product & Technology Evangelist at Cirrus.We break down the recent news of Klarna's OpenAI-powered chatbot that supposedly does the work of 700 full-time agents.In doing so, we discuss:The possible impact of the story on conversational and generative AI adoption in contact centers. Whether we need to be careful when dissecting Klarna's numbers. Lessons we can take away from Klarna's story. Additional advice for implementing conversational AI in the contact center. To find out how Cirrus can help with your conversational AI deployment, visit: https://www.cirrusresponse.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.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by five9 prominent CX analysts to dissect the latest stories from the space - including news from Five9, Cisco, Salesforce & More.In this edition, our CX experts include:Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, Managing Director & Principal Analyst at SiliconANGLE & theCUBE Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Simon Harrison, Founder & CEO of Actionary Stay up to date with the latest in CX space by subscribing to the newsletter, visit: https://www.cxtoday.com/account/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.