CX Today

In this conversation, Jay Patel, SVP & GM of Webex Customer Experience Solutions at Cisco, delves into the transformative impact of AI on contact center roles. He highlights how AI enhances agent workflows with pre-call summaries and automation. For supervisors, real-time coaching and dashboards improve performance monitoring. Managers leverage topic analytics and sentiment analysis for better decision-making. Jay also discusses the rise of virtual agents, which offers customers proactive service experiences. This is a must-listen for anyone in customer service!

In this engaging conversation, Alan Ranger, VP Marketing at Cognigy, explores the future of customer experience through the lens of AI and human collaboration. He highlights how their Agent Ops platform enables AI to handle identification and intent, allowing humans to focus on high-value tasks. Alan addresses concerns about job displacement with transparency and training strategies. Plus, he shares an impressive case study of Lufthansa's AI managing 10,000 messages in a minute during a crisis, showcasing the scalability of AI solutions.

In a lively discussion, Matt Clare, VP of Product Marketing at UJET and an expert in contact-center technology, dives into the future of customer experience. He challenges traditional metrics like deflection and containment, advocating for a focus on customer satisfaction and lifetime value. Clare emphasizes the critical role of human agents for empathetic and high-stakes interactions while exploring how AI is transforming agent tools from simple suggestions to robust coaching systems, ensuring agents are ready for future demands.

CX Today's Charlie Mitchell hosts a deep-dive discussion into the Gartner Magic Quadrant for CCaaS 2025.Joining him for this conversation are two respected industry analysts:Zeus Kerravala, Principal Analyst at ZK ResearchLiz Miller, VP & Principal Analyst at Constellation ResearchTogether, the analysts unpack the biggest takeaways from this year’s Magic Quadrant and what they mean for enterprise buyers:🤔 How Should Buyers Really Use the Magic Quadrant? 🤔Kerravala and Miller highlight the strengths and pitfalls of using the quadrant as a buying guide, and why context and organizational needs matter more than dot placements.👀 What Does the Lack of Visionaries Mean? 👀This year’s quadrant features no visionaries, which both analysts argue misses the mark. They explore why vendors like Zoom and Cisco arguably deserved different placements😦 Which Placements Were Most Surprising? 😦Miller and Kerravala discuss the vendors they believe the Magic Quadrant matrix somewhat misrepresents and which other vendors they'd like to see come into the study.🚀 How Can the Gartner Magic Quadrants Improve? 🚀A lot of effort goes into Gartner Magic Quadrant reports, but the format has its flaws. The analysts share what they'd like to change. For more insights into the contact center and broader customer experience space, subscribe to the CX Today newsletter: https://www.cxtoday.com/account/Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #gartner #contactcenters #magicquadrantThanks 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 LinkedIn page.For more Customer Experience tech news, visit: https://www.cxtoday.com

CX Today's Charlie Mitchell hosts a panel customer experience analysts to discuss the latest headlines shaking up the space.This month’s lineup includes:Zeus Kerravala, Principal Analyst at ZK ResearchLiz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wettemann, CEO & Principal Analyst at Valoir Shelly Kramer, resident & CEO at Kramer & CompanyMichael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchDerek Top, Senior Analyst at Opus ResearchDuring the discussion, the panel dives into three major CX stories:💡 ServiceNow Unveils "AI Experience" 💡ServiceNow has launched a unified AI platform designed to bring together data, workflows, and automation across the enterprise. The analysts unpack what this means for platformization, adoption, and the move toward truly role-aware, embedded AI in the flow of work.🧠 Oracle’s New Role-Based AI Agents 🧠Oracle rolls out AI agents for service, sales, and marketing within its Fusion suite, at no extra cost for customers. The panel explores what this means for the rise of specialized, task-focused agents and the future of multi-agent collaboration.🎤 Qualtrics Acquires PG Forsta for $6.75 Billion 🎤Qualtrics doubles down on the Voice of the Customer (VoC) market with a blockbuster acquisition, combining three of Gartner’s top five leaders (as PG Forsta recently snapped up InMoment). Our analysts discuss how this reshapes the VOC landscape.For more CX technology news, visit: 👉 https://www.cxtoday.comHosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #servicenow #oracle #qualtricsThanks 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 LinkedIn page.For more Customer Experience tech news, visit: https://www.cxtoday.com

CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company, to deep dive on the Webex Contact Center. Cisco's cloud contact center platform recently featured as one of only two "Customers' Choice" CCaaS solutions in a recent Gartner Peer Insights study into the space. But, what differentiates it? Mitchell and Kramer unpack five of its most differentiative features, including: Its Agent Experience SuiteFrom the fundamentals of auto-summaries to the uniqueness of its Burnout Detection software, Cisco's agent experience suite is not only deep, but innovative, too. MCP and Ecosystem IntegrationsAlongside embracing MCP, Cisco is rapidly building out its industry integrations, including headline collaborations with Microsoft, Salesforce, and Epic. ThousandEyesMuch of CCaaS is becoming commoditized. Yet, Cisco's broader suite allows it to embed differentiated features into is CCaaS solution. Thousand Eyes is an excellent example. Proactive Messaging Most CCaaS vendors offer proactive messaging. However, Cisco's CPaaS heritage allows it to go further and help its customers expand their outbound strategies.  CCaaS-UCaaS-CPaaSBeyond CCaaS-CPaaS, Cisco brings UCaaS into the fold. In doing so, it enables swarming, a tool that is especially powerful in dispersed contact center environments. Dive deeper into the Cisco Webex Contact Center here: https://www.cisco.com/c/en/us/product...For more CX technology news, visit: https://www.cxtoday.com

CX Today's Charlie Mitchell introduces a rundown of everything Content Guru, a prominent global contact center provider.And who better to have that conversation with than Sean Taylor, CEO of Content Guru.After some friendly intros looking back over Taylor's long tenure in the contact center space, the pair get into the weeds, discussing:Content Guru's Differentiators in the Crowded Contact Center SpaceIts Big Wins and Enterprise Success DriversContent Guru's Vision for the Future

Watch on YouTube.CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space.Five prominent CX analysts join the panel to dissect each story.In this conversation, those analysts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirShelly Kramer, President & CEO at Kramer & CompanyMichael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchFinbarr Begley, Senior Research Analyst at CavellDuring the discussion, they touch upon the following four news stories:Genesys Announces $1.5BN in Investment from Salesforce and ServiceNow Our panellists react to Genesys's $1.5BN in funding from two CRM giants, unpacking what it means for the market and future CCaaS-CRM integrations.NiCE Agrees $995MN Acquisition of CognigyCognigy is one of many conversational and agentic AI providers. So, why has NiCE broken the bank to acquire it? The analysts break it down.Five9 CEO Departs, Alongside Three Senior ExecsFive9 is in a state of flux. But, will it emerge in a better or worse position? The analysts share their take.Salesforce to Acquire Bluebirds Switching attention from service to sales, the industry experts break down Salesforce's acquisition and how its customers may benefit.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 introduces the latest trending news from across the customer experience space.He's joined by four prominent CX analysts to unpack each story.In this edition, those CX experts include:Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, President & CEO at Kramer & Company Finbarr Begley, Senior Research Analyst at Cavell During the conversation, they share insight into the three following news stories:Salesforce Launches Agentforce 3Less than a year after unveiling "Agentforce 1", Salesforce has introduced Agentforce 3. The analysts consider what's new and the permutations of launching several platform iterations in such short succession.NiCE & Genesys Release New AI StudiosIn June, NiCE unveiled CXone Mpower Agents, and Genesys debuted its Cloud AI Studio, allowing its customers to build autonomous AI agents. Our analysts give their take on these platforms and what differentiates them from similar industry announcements.Forrester Reveals That Customer Experiences in the US Have Hit a Record Low (Again!)Customer experiences have again hit record lows in North America. Mitchell & Co. consider why, discuss those dreaded customer service doom loops, and talk about the failures of modern CX metrics.

In this edition of the Big CX Update, Floyd March sits down with Rishi Rana, CEO of ‪Cyara.Rishi shares his journey in the industry, how Cyara approaches the market, what typical implementation looks like, its approach to innovation, and what the future of CX looks like.Cyara is on a mission to redefine the future of CX with its holistic view of the space.