CX Today

Watch on YouTube.In the first episode of our Salesforce news show, CX Today's Charlie Mitchell hosts two expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:Agentforce 2.0 Announcement: The announcement comes just three months after the platform launched. What makes it different from what came before?Atlas Reasoning: The Atlas reasoning engine is new to Agentforce 2.0. It promises to turn "tasks into trusted outcomes". Why is this so significant?Agentforce in Slack Becomes Available: After first acquiring Slack, Salesforce aimed to deliver a "digital HQ" for work. Will the rise AI Agents in Slack enable this?The Microsoft Beef Continues: At the launch of Agentforce 2.0, Benioff challenged rivals to put their AI Agents on their websites. Why does he keep poking at industry rivals?The two expert analysts taking on each topic are:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirStay up to date with the latest in CX space by subscribing to our newsletter, visit our sign up page.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 five AI use cases for customer experience, with a specific focus on contact centers.To help run through all of them, he's joined by: Chris Crosby, Founder & CEO of Ventures CX Chandler Galt, Senior Product Marketing Manager of the Zoom Contact Center. Both guests share their perspectives on the following use cases, one as a contact center leader and another as a tech specialist. Customer Intent Modelling GenAI-Powered Virtual AgentsReal-Time Agent Assistance Auto-QAFeedback AnalysisTo learn more about the Zoom Contact Center, visit Zoom.

CX Today's Kieran Devlin speaks to Blair Ferguson, Chief of Staff at ComputerTalk.In this session, we discuss the following:An introduction to ComputerTalk as a market leader and brandA deep dive into ComputerTalk's products and go-to-market and implementation strategiesHow ComputerTalk addresses technology problem solving and innovation

CX Today's Charlie Mitchell hosts Dom McDonald, CEO of ULAP.They introduce ULAP Voice and how the solution ensures compliance in enterprise communications, with a non-AI led strategy. In doing so, they discuss:What makes ULAP Voice unique?Why does ULAP takes a non-AI-led approach?Examples of how regulators might influence the adoption of solutions like ULAP VoiceChallenges and priorities that lead customers to choose solutions like ULAP VoiceWhat innovations or features is ULAP prioritizing to meet its customers’ evolving needs?

CX Today's Charlie Mitchell hosts Lee Jones, Director of Elev-8 Performance.They kick off the conversation by considering:What is total experience? How does it work?What are the benefits of total experience?Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom shares some best practices for making total experience a reality. 

CX Today's Charlie Mitchell hosts Steve Nattress, VP of Product Management at Enghouse Interactive.In this session, we explore the ethical considerations brands must make before deploying AI in the contact center.In doing so, we discuss:How has AI use has changed in the contact center over the past 2 years?What ethical, data privacy, and security challenges have contact centers been confronted with in that time?How is Enghouse approaching ethical AI to help its clients push past these challenges?How can contact center buyers evaluate their potential partners' ethical practices?For on Enghouse Interactive's contact center tech philosophy, visit: https://enghouseinteractive.co.uk/Hosted by Charlie Mitchell, Senior Editor of CX Today News - Customer Experience Technology News  - #contactcenters #ethicalai  #enghouse For more Customer Experience tech news visit https://www.cxtoday.com

Rhys Fisher hosts Emmanuel Doubinsky, Product Director at Scorebuddy.The pair discuss how AI and automation are being used in the Quality Assurance (QA) space. In doing so, they cover:The challenges that come with having access to more QA dataThe role human agents play in an increasingly AI-centric sectorHow AI will impact the future of QA

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025. To run through them, he's joined by:Barry Cooper, President of NICE CX Max Ball, Principal Industry Analyst at Forrester ResearchBoth share their perspectives on each of the trends - as shared below:Trend 1 – Advancements In AI Will Turn Contact Centers Into Profit CentersTrend 2 – Contact Center Leadership Roles Will Become More Strategic and Stretch Beyond Customer SupportTrend 3 – Contact Centers Will Shift Investment from Human-Led Interactions to Reskilling the WorkforceTrend 4 – AI-Centric Customer Experience Benchmarks Come to the ForeTrend 5 – Businesses Will Shift AI Providers to Realize Immediate Business ValueMore on each of these trends is available within NICE's CX Trends for 2025 study. It also includes several more trends with expert analysis. Check it out here: https://get.nice.com/stateofcxAlternatively, to learn more about NICE's CX tech, visit: https://www.nice.com/Hosted by Charlie Mitchell, Senior Editor of CX Today News - Customer Experience Technology News #customerexperience #cx #niceFor more Customer Experience tech news, visit: https://www.cxtoday.com

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 news in the space, including stories from Microsoft, Afiniti, and Sprinklr.In this edition, our CX experts include:Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Derek Top, Senior Analyst at Opus Research Finbarr Begley, Senior Research Analyst at Cavell GroupThanks for watching. If you’d like more content like this, don’t forget to SUBSCRIBE to our channel.You can also join the conversation on our X and LinkedIn pages.

CX Today's Susie Harrison hosts Ben Booth, CEO & Co-Founder at MaxContact to explore the trends in contact centers for the year ahead.In this session, we explore:The dominant trends in the contact center of 2025 and the essential tech for managers to align themselves withProving ROI from AI investment and how to identify where AI is offering benefitsStriking the optimal balance between use of AI and human agents, and how much freedom to give AIAI's current limitations and how to implement guardrails to ensure its safe use