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
Jan 20, 2023 • 16min
Is Your Contact Center Recession Proof?
CX Today's Charlie Mitchell hosts Kurt Dahlstrand, Director of Technical Sales & Services at Hammer, and Jim Cantwell, Vice President of Sales Engineering at Hammer.After intros, we discuss how contact centers can prepare for the looming recession, sharing best practices such as:Have a plan!Identify areas where you can increase operating efficienciesIsolate gaps in your customer journey – and fix them!Make a business case for technology investments – and that includes the cloudUse testing to speed up improvement projectsMake sure your disaster recovery and business continuity plan is watertight
Jan 12, 2023 • 19min
How CPaaS is Changing Customer Experience - CX Today News
CX Today's Charlie Mitchell hosts Jay Patel, VP & GM of Webex CPaaS Solutions, discussing how CPaaS is changing CX.In doing so, we consider:What is CPaaS?What is it allowing customers to do, which they couldn't before?What changes in the market have paved the way for the growth of CPaaS?How will the rise of 5G push CPaaS growth further?Examples of exciting CPaaS use cases2023 predictions for CPaaS
Jan 6, 2023 • 20min
Is Moving to the Cloud the Best Decision for Improving CX?
CX Today's David Dungay hosts Darren Dean, Sales Engineering Manager, Hammer, and Paul Cicchelo, Sales Director (UK&I), Hammer.In this session, we discuss the following:How is the global macro situation impacting these migration projects right now, and is it expected to change?Does cloud fit EVERY need, are some customers just better off staying on-prem?Is complexity still an issue for those customers with unique requirements?How should a customer prepare for a migration, and what should they be thinking about?
Jan 5, 2023 • 17min
Integrating Microsoft Teams With the Contact Centre: What Are My Options?
CX Today's Charlie Mitchell hosts Dave McDowell, Senior Technical Consultant at Enghouse Interactive.In this session, we consider the options for integrating Microsoft Teams with the contact Centre, discussing:The benefits of a Microsoft Teams contact centre integrationThe models that contact centre can harness when migrating their contact centre to TeamsWhat differentiates Enghouse's approach?How a Microsoft Teams integration helps to future-proof the contact centre and broader business
Dec 19, 2022 • 15min
Making the Case for Converging Customer and Employee Experiences
CX Today's Charlie Mitchell hosts Jono Luk, Vice President of Product Management at Webex, discussing how businesses are converging CX and EX.In this session, we consider:Why are more brands tying together customer and employee experiences?The first steps for converging CX and EXConvincing execs to take EX seriously as a means of improving CXHow Webex is helping brands to enhance employee experiencesHow Cisco is walking the walk
Dec 19, 2022 • 32min
The Latest BIG News from AWS, RingCentral, and Salesforce
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 AWS, RingCentral, Salesforce, and Webex.In this edition, our CX experts include:Dave Michels, Lead Analyst at TalkingPointz.comShelly Kramer, Principal Analyst and Founding Partner at Futurum ResearchJon Arnold, Principal of J Arnold & AssociatesLiz Miller, VP & Principal Analyst at Constellation ResearchMichael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchFauscette is also a judge at our 2023 CX Awards. For more details into the event - and to possibly enter - visit this page.
Dec 9, 2022 • 24min
CX Predictions 2023 - Metaverse or Metacurse?
Rob Scott from CX Today hosts Genefa Murphy, CMO, Five9 and Clare Muscutt, Founder & CEO, Women in CX and together they share their CX predictions for the year ahead!Watch the video to reveal their 2023 predictions!If you're looking for more information on this topic, visit Five9.
Nov 21, 2022 • 11min
Puzzel’s Latest Customer Service Packages
CX Today's Charlie Mitchell hosts Alberta Bosco, Product Marketing Director at Puzzel.In this session, we explore the latest CCaaS innovations from Puzzel, discussing:How Puzzel packages its CCaaS solutionsIts new Discover and Embrace CCaaS packagesWhich businesses the packages are best-suited forFuture CCaaS innovations from Puzzel
Nov 9, 2022 • 16min
The State of CX: More Investment, But Delivery Challenges Remain
CX Today's Charlie Mitchell hosts Frank Sherlock, VP International at CallMiner.In this session, we consider the current state of CX, discussing:Key takeaways from CallMiner's latest CX researchThe lack of believe in CX across many organisationsNotable CX delivery challengesReasons for hope in the future of CXIf you're interested in downloading the report that this conversation centers on, visit this page.
Nov 8, 2022 • 12min
Zoom Discusses Its New Virtual Agent, IQ Additions, and More
CX Today's Charlie Mitchell hosts Ben Neo, Head of Enterprise Sales EMEA at Zoom Phone.In this session, we delve into some of the biggest announcements from Zoomtopia 2022, discussing:The launch of the Zoom Virtual AgentNew additions to Zoom IQUpdates to the Zoom Contact CenterZoom's vision for customer experience
