CX Today

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.

Watch on YouTube.CX Today's Charlie Mitchell hosts Stuart Mcapherson-Woods, Support Operations Manager at the World Wildlife Fund (WWF). We discuss the WWF's CCaaS implementation, considering: Why did the WWF decide it was time to commit to a contact center transformation? What did it look for in a contact center partner? What lessons from this journey to select a CCaaS provider, would the WWF share with other businesses? How will the will enable the WWF to improve supporter experience? To learn more about the WWF's efforts to protect endangered species, visit their website, World Wildlife Fund.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 a deep-dive of the 2023 Gartner Magic Quadrant for CCaaS.He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Liz Miller, VP & Principal Analyst at Constellation Research.Together, they discuss some of the big talking points from the Gartner MQ, which include:Talkdesk losing its market leader status Genesys maintaining its pole position NICE being unable to break free Is Cisco's positioning reasonable?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 Edgar Polak, IT Area Manager at DPG Media.We walk through DPG Media's CCaaS migration, and discuss:Challenge's of DPG Media's on-premises environment. DPG Media's radical CCaaS migration approach, vendor selection process, and results. Lessons for other contact centers migrating complex architectures to the cloud.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 Kyle Johnson, President & CEO of Lighthouse Works. We consider Lighthouse Works' strategy to create more career opportunities for the blind and visually impaired.In doing so, we discuss:The drivers behind Lighthouse Work's strategy to employ blind and visually impaired contact center staff How it worked with Genesys to create an accessible contact center environment The results of the contact center transformation process The impact on metrics and future plans.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 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 Microsoft, Salesforce, and Zoom. In this edition, our CX experts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, Principal at ValoirMichael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchShelly Kramer, Principal Analyst at V3B Martin Schneider, Head of Research at Annuitas Research 

Watch on YouTube.CX Today's Charlie Mitchell hosts Melissa Bell, the Executive Leader of Practice Quality at Barnardo's Australia. We discuss Barnardo's CRM implementation, considering: Why did Barnardo's implement a new CRM platform? What did the charity look for in a CRM vendor? Which solutions did Barnardo's deploy, and how will they advance your global operations? Lessons for brands looking to find a new CRM partnerTo learn more about Barnardo's efforts to support children and young people, visit: https://www.barnardos.org.uk/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 Mark Wood, Senior Product Manager at Streem. In this session, we discuss how businesses can add video to Salesforce, considering: Where can video really add value in support workflows? The challenges businesses encounter when integrating video into their existing Salesforce workflows How to overcome those challenges Examples of Salesforce workflows brands can improve with video Streem as a partner for adding video to Salesforce To uncover more about Streem's video solutions, visit Streem.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 Lalo Luna, Global Strategy & Insights Leader at The HEINEKEN Company.We consider Heineken's evergreen strategy and how it helps to drives better customer experiences. In doing so, we discuss:What is Heineken's "evergreen strategy"? How it enables next-level customer insightsHow employees leverage those for customer-centricityThe impact on metrics and future plansThanks 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 three prominent CX analysts to dissect the latest stories from the space - including news from Verint and Genesys. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, Principal at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 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.