5 Customer Experience Trends for 2024 & Beyond
CX Today | Customer Experience Tech News
by CXToday.com
6d ago
Watch on YouTube. CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2024. To run through them, he's joined by: Nick Delis, Senior Vice President of International and Strategic Sales at Five9 and Christopher Brooks, Head of Consulting at Lexden CX. Both share their perspectives on each of the trends - as shared below: Cloud Migrations  Rising Customer Expectations  Personalization  Proactive Customer Outreach  AI Integration in CX Strategy  To learn more about Five9's CX tech, visit: https://www.five9.com/en-uk Meanwhile, fo ..read more
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Zoom's New CCaaS Packages: An Inside Look
CX Today | Customer Experience Tech News
by CXToday.com
2w ago
Watch on YouTube. In December, Zoom released three exciting new packages for the Zoom Contact Center. To dive deeper, we got in touch with Amy Roberge, Head of Global Contact Center Solution Engineering at Zoom, to record this discussion. In doing so, we also discussed how Zoom is supporting contact centers in transitioning from multichannel to omnichannel. Indeed here are the major talking points: How the CCaaS packages will save contact centers money.  What these packages tell us about how contact centers are changing.  How Zoom is supporting contact centers in transitioning to om ..read more
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The Zoom Contact Center AI: 3 Must-Have Capabilities That'll Drive Rapid ROI
CX Today | Customer Experience Tech News
by CXToday.com
3w ago
Watch on YouTube. Zoom is on a CCaaS innovation hot streak, releasing 600 features for its CCaaS platform in just 18 months. Many of those are AI-fuelled. Recognizing this, we sat down with Brandon Knight, Global Head of CX Channel & Ecosystem at Zoom, to record this discussion. In doing so, we pinpointed three of the most eye-catching within Zoom's unified platform, zooming in on the following three: Capability #1 - Zoom AI Companion Capability #2 -Virtual Agent  Capability #3 - Auto-QA (coming soon)  For a visual tour of the Zoom Contact Center, visit: https://guidedtours.zoo ..read more
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CCaaS: Where Are We Now & Where Are We Heading
CX Today | Customer Experience Tech News
by CXToday.com
3w ago
Watch on YouTube. CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET, and Baker Johnson, CMO of UJET.  In this session, we discuss the evolution of the CCaaS market, considering:  The latest contact center trends.  How have CCaaS vendors reacted to these trends?  Predictions for the CCaaS market.  Why is UJET well-placed to succeed in the space, given these predictions?  Check out our rundowns of the CCaaS market reports mentioned in the discussion here:  Aragon Research: https://www.cxtoday.com/contact-centre/who-are-the-leading ..read more
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AI in the Contact Center: The Opportunities, Risks, and Rewards
CX Today | Customer Experience Tech News
by CXToday.com
1M ago
Watch on YouTube. CX Today's Charlie Mitchell hosts Michael McCloskey, CEO of Bright Pattern. After a quick introduction into Bright Pattern, they deep dive on contact center AI, considering: The risks contact centers must be cautious of  The opportunities that contact centers can grasp  Bright Pattern as a contact center AI partner  Learn more about Bright Pattern's CaaS platform here. For more on Bright Pattern's TrustRadius Awards win, visit: https://www.trustradius.com/products/bright-pattern/reviews Thanks for watching. If you'd like more like this, don't forget to SUBSCR ..read more
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BIG CX News - The Latest on Twilio's CEO Change & Zendesk's Klaus Acquisition
CX Today | Customer Experience Tech News
by CXToday.com
1M ago
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 stories from the space - including news from Twilio, Zendesk, & Verint. In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research  Liz Miller, VP & Principal Analyst at Constellation Research  Rebecca Wetteman, CEO & Principal Analyst at Valoir  Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research  Keith Kirkpatrick, Research Director a ..read more
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The Forces Shaping Customer Experience (and Why They Matter!)
CX Today | Customer Experience Tech News
by CXToday.com
1M ago
Watch on YouTube. CX Today's Charlie Mitchell hosts Julian Hertzog, Head of Sales at babelforce. We break down the forces shaping customer experience, which Julian spoke of during his prize-winning Service Summit's Masterclass. These include: Market Pressure  Increasing Consumer Expectations  Increasing Complexity in CX & Developer Shortages  The "Agent Crunch"  AI Innovation and Hype  For more from babelforce, visit: www.babelforce.com ..read more
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Why Are So Many CCaaS Customers Changing Providers?
CX Today | Customer Experience Tech News
by CXToday.com
1M ago
Watch on YouTube. CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales UK&I / EMEA at Enghouse Interactive. We reflect on a study from Metrigy that found 48.2% of the companies now using cloud-based contact center platforms (either CCaaS or hosted/managed cloud dedicated servers) are changing, planning to change, or evaluating a shift in providers by 2024. In doing so, we discuss: Rising CCaaS customer dissatisfaction.  The root causes of this trend.  How Enghouse ensures it's delivering on its customer expectations.  Learn more about Enghouse Interactive's contact cen ..read more
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The Three Types of Contact Center Platforms (and Which Is Best for You!)
CX Today | Customer Experience Tech News
by CXToday.com
2M ago
Watch on YouTube. CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales - UK&I / EMEA at Enghouse Interactive. In this session, we consider the types of contact center platforms; on-premise, cloud-based, and hybrid. After giving a quick summary of each, we discuss: Which is the most prevalent environment, and why?  Which industries have been quickest to embrace cloud and hybrid environments, and why?  What must CCaaS vendors do to bring more contact centers into the cloud?  Why should contact centers considering making that switch consider Enghouse as their tech partner ..read more
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The Zoom Contact Center: 5 Features That Stand Out
CX Today | Customer Experience Tech News
by CXToday.com
2M ago
Watch on YouTube. Zoom released 600 features for its CCaaS platform in just 18 months. Yet, some of those stand out more than others. Recognizing this, we got in touch with Ben Neo, Head of Contact Center and CX Sales for EMEA at Zoom, to record this discussion. In doing so, we discussed some of the solutions that differentiate Zoom in the CCaaS market, honing in on the following five: The unified platform design The Zoom Virtual Agent  The platform-wide AI integrations  The Zoom Virtual Kiosk  The Contact Center Agent UI  For a visual tour of the Zoom Contact Center, vis ..read more
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