CX Today

Watch on YouTube.CX Today's Charlie Mitchell presents an inspection of the 2023 Gartner Magic Quadrant for CPaaS.He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance.Together, they discuss some of the big talking points from the Gartner MQ, which include:The report's significance for the CPaaS space Twilio has got competition! Telcos influencing the CPaaS market The unlucky few to miss out on inclusionThanks 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 Corey Savory, Vice President of Customer Experience & Service at Traeger Grills.We walk through Traeger Grills' CCaaS migration and Internet of Things (IoT) implementations, and discuss:Traeger Grills' contact center transformation story How it implemented IoT in the contact center How does IoT fit into Traeger Grills' data strategy The results of its transformation Advice for contact centers embarking on their transformation journeysThanks 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 Clare Muscutt, Founder and CEO of Women in CX.In this session, we introduce the Women in CX conference, discussing:What is Women in CX?When and where is the conference, and why should you attend?How the event differs from the usual CX conferenceSessions to looking forward toWhere can you sign up?

Watch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from Dreamforce 2023.He's joined by four prominent CX analysts to dissect the biggest stories from the event - including the new Einstein 1 Platform, its Copilot, and more.In this edition, our CX experts include:Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Dan Miller, Lead Analyst and Founder of Opus ResearchThanks 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 Nerys Corfield, Director of Injection Consulting, and Thomas John, Vice President Partners EMEA & International at Five9.After quick intros, we consider the discovery work that is necessary before considering CCaaS platform.That leads us into a conversation around the following "things to look for in a CCaaS provider":Industry expertise References Freedom to move Financial stability Ecosystem All the Others! If you're looking for more information on this topic, check out The Five9 Buyers Guide.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 Martin Taylor, Deputy CEO of Content Guru.In this session, we consider the evolution of video within the contact center space, discussing:Why the video boom never happened in CX The sectors that have rushed to embrace video and relevant use cases The sectors that haven't yet, but may be missing an opportunity Up-and-coming video innovations that will pull the channel forward How Content Guru is preparing for the future of video If you're looking for more information about Content Guru's storm LINK solution, visit Content Guru.To delve deeper into the NHS case study: https://www.contentguru.com/en-gb/resources/case-studies/nhs-111-london/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 four prominent CX analysts to dissect the latest stories from the space - including news from Genesys, Salesforce, Google, and Five9.In this edition, our CX experts include:Shelly Kramer, Principal Analyst at V3B Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Michael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchThanks 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 Manan Sagar, Global Head of Insurance at Genesys.We discuss Genesys's sector-specific approach to CCaaS and deep dive on insurance, considering: How Genesys innovates across sectorsThe challenges insurers face in improving service experiencesHow Genesys supports its customers in overcoming these challengesThe roles of prominent service providers, like VerizonIf you'd like to find out more about Genesys's CCaaS solutions, visit: https://www.verizon.com/business/products/contact-center-cx-solutions/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 Kieran Devlin is joined by MaxContact's CEO Ben Booth and VP of Engineering Matt Yates to discuss AI's impact on the contact centre.In this session, they discuss:The topics range from how AI might impact both the customer and agent experienceHow it will affect companies' security and compliances policiesWhat the future holds for AI in the contact centreIf you're looking for more information on this topic visit https://www.maxcontact.comThanks 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 Mackenzie Ellis, a Solutions Specialist at ComputerTalk.We discuss some of the challenges businesses may face when running a contact center on Microsoft Teams, including:IVR and managing call queues Rigid reporting Inflexible recording Application integration Achieving omnichannelIf you'd like to find out more about ComputerTalk's ice Contact Center for Microsoft Teams, visit 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.