CX Today

CX Today's Susie Harrison hosts Sebastian Glock, Director of Product Marketing at Cognigy, to delve into agentic AI and its possibilities for CX.In this session we cover:What agentic AI isAgentic AI's potential to revolutionize the CX marketWhat Cognigy's agentic AI deliversHow the interplay between human and digital agents is evolvingThe future for contact centers and agentic AI

CX Today's Susie Harrison hosts Alan Ranger, VP Marketing at Cognigy, for a deep dive into his role, Cognigy and innovations in AI.Expect to dive into the heart of Cognigy's company culture, understand their key products and services, and discover how they tackle the big challenges in the tech industry

Bright Pattern Is Redefining Flexibility in Contact CentersIn this interview, Rob Scott of CX Today sits down with Michael McCloskey, CEO of Bright Pattern, to explore one of the hottest debates in contact center technology: cloud versus on-premises solutions. With a growing push from CCaaS providers towards cloud-only models, Michael explains why Bright Pattern’s philosophy of deployment flexibility—allowing companies to "have it your way"—is changing the game for organizations navigating a complex tech landscape.Tune in to uncover:Why the Cloud-Only Push? Gain insights into the industry trend of cloud-only solutions and the potential risks they pose to organizations looking for more customized options.Bright Pattern's Flexible Approach: Discover how Bright Pattern's platform supports both cloud and on-premises models without sacrificing features or performance, providing a true "have it your way" experience.Critical Compliance and Data Considerations: Hear about the importance of deployment flexibility when addressing regulatory compliance, data sovereignty, and brand trust—key factors for companies handling sensitive customer data.AI-Driven Contact Centers: Learn how Bright Pattern’s AI capabilities enhance customer service, seamlessly integrating into both deployment types to support evolving CX strategies.This is a must-watch for CX leaders and tech decision-makers looking to future-proof their infrastructure choices while balancing security, compliance, and innovation. Michael also shares predictions for the future of contact centers and what organizations should consider to stay competitive in a shifting market.Next Steps:Explore how deployment flexibility could benefit your organization’s CX strategy. For more insights and industry trends, stay connected with CX Today.

CX Today's Rhys Fisher hosts David Juniper, Group Director at ROAR B2B.They preview the upcoming Call and Contact Centre event that takes place between November 27-28, 2024.In doing so, they discuss:The challenges attendees currently face within their contact centre operations.How the event addresses these challenges with its agenda. The flagship speaker sessions for the week. For more on Call and Contact Centre 2024, visit their website.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 Susie Harrison hosts Dave Hampton, Head of Managed Services at Ultima Business Solutions, to explore their evolutionary and mutually beneficial partnership with Bright Pattern. In this session we cover:How Bright Pattern's solutions have impacted Ultima's business operations and customer experienceSome of the key challenges or pain points that Ultima was looking to address by implementing Bright Pattern's technologyThe measurable benefits seen by Ultima since working with Bright Pattern How their partnership will continue to evolve

CX Today's Susie Harrison is joined by Jamie Snaddon, Managing Director, EMEA at 8x8. In this session, we cover:- The biggest trend now and where it will take us next- AI adoption trends in CX- How the vendor landscape will change as security and regulations evolve- Tips for maintaining or gaining a competitive advantage in this new ecosystem

CX Today's Charlie Mitchell hosts Vasili Triant, Co-CEO of UJET. Two months into the role, Triant has taken the reigns at an exciting time for the CCaaS vendor, which recently completed a $76MN funding round. During the conversation, he discussed:UJET's vision for the future of CCaaSHow he will help to make that vision a reality as Co-CEOUJET differentiators in the CCaaS spaceWhere will UJET innovate next?

Watch on YouTube.CX Today's Charlie Mitchell presents the 2024 Gartner Magic Quadrant for CCaaS. He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Nerys Corfield, Director of Injection Consulting. Together, they consider some of the questions swirling the Gartner MQ, which include: Is the inclusion criteria fair? How does it reflect broader CCaaS trends? How should CCaaS buyers leverage the report?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.

Contact centers face many of the same challenges they always have. However, in an age of new-wave AI, continued digitization, and changing customers, they face several new obstacles, too.Recognizing this, Brandon Knight, Global Head of CX Ecosystem at Zoom, joins CX Today's Charlie Mitchell to run through five of the most pressing contact center challenges for 2025. These are:High agent turnoverContinued omnichannel frustrationPressure to implement AI and deliver quick ROISiloed knowledge and dataAccelerating customer expectations

CX Today's Susie Harrison hosts Matt Yates, VP Engineering at MaxContact.In this session, we cover:Harnessing the huge volumes of data available efficiently and effectivelyThe key opportunities and challenges in having this data availableTips for implementing clear, data-driven decision makingThe impact of AI on how data is captured and the level of detail providedThe broader impact of AI in the contact center