Watch on YouTube. CX Today's Charlie Mitchell hosts Tatum Bisley, Product & Technology Evangelist at Cirrus. We break down the recent news of Klarna's OpenAI-powered chatbot that supposedly does the work of 700 full-time agents. In doing so, we discuss: The possible impact of the story on conversational and generative AI adoption in contact centers.  Whether we need to be careful when dissecting Klarna's numbers.  Lessons we can take away from Klarna's story.  Additional advice for implementing conversational AI in the contact center.  To find out how Cirrus can help ..read more

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five9 prominent CX analysts to dissect the latest stories from the space - including news from Five9, Cisco, Salesforce & More. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research  Rebecca Wetteman, CEO & Principal Analyst at Valoir  Shelly Kramer, Managing Director & Principal Analyst at SiliconANGLE & theCUBE  Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research ..read more

Watch on YouTube. CX Today's Charlie Mitchell hosts Kentis Gopalla, Head of Product Ecosystem for the Zoom Contact Center & Zoom Phone. We make four predictions for the future of contact center workforce engagement management (WEM). These are: Workforce scheduling goes beyond the conventional contact center confines.  Quality assurance data starts to inform routing strategies.  Quality assurance will become automated, more near real-time.  Sources of data used for forecasting in workforce management will broaden and become more accurate.  For more on Zoom's WEM suite ..read more

Watch on YouTube. CX Today's Charlie Mitchell introduces five contact center AI challenges. To run through them and share solutions, he's joined by: Neeraj Verma, Head of Generative AI Strategy at NICE  GM, ElevateAI by NICE  Derek Top, Senior Analyst at Opus Research Both share their perspectives on each of the trends - as shared below: Challenge 1: Limited Accessibility  Challenge 2: Achieving Cost-Efficiency  Challenge 3: Comparing Different AI Models  Challenge 4: Ensuring Security  Challenge 5: Embracing the Unknown  To learn more about ElevateAI by ..read more

Watch on YouTube. CX Today's Charlie Mitchell hosts Elizabeth Tobey, Head of Marketing for Digital Solutions at NICE. After an introduction to the NICE Enlighten portfolio, they discuss each of its three core solutions: Enlighten Copilot  Enlighten Actions  Enlighten Autopilot  They also share a quick video of each, bringing the solutions to life. To learn more about NICE Enlighten, visit: https://www.nice.com/products/enlighten-ai 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 a ..read more

Watch on YouTube. In an exclusive interview at Enterprise Connect 2024, Rob Scott of CX Today delves into an enlightening conversation with Eric Brosius, Vice President of Technology Services at Sun River Health. With a vast operation that processes over 1 million calls and serves more than 250,000 patients annually, maintaining an exceptional patient experience remains a paramount goal for Sun River Health. The organization faced a significant turning point in 2018 following the acquisition of another healthcare entity, which came with the challenge of integrating a legacy contact center esta ..read more

Watch on YouTube. CX Today's Charlie Mitchell hosts Dvir Hoffman, CEO at CommBox. After an overview of the conversational AI market, we share five steps to get your contact center's AI journey off the ground. These include: Step 1: Identify your top 3 business needs.  Step 2: Build your AI model with quality data.  Step 3: Select the right AI offering with this product capability checklist.  Step 4: Measure the right KPIs using the right data.  Step 5: Start small with a scalable approach. For more on the CommBox platform, visit their website. Thanks for watching. If you ..read more

Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Ortiz, Technology Sales Manager at MiaRec, who put the demo together, to go through some of the video's key talking points. These include: What benefits can companies expect by implementing your solution?  How long will it take businesses to set this up in their contact centers?  What guardrails have you put in place to mitigate GenAI risks? What's next for MiaRec in terms of GenAI innovation?  To learn more about MiaRec's con ..read more

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Oracle & HubSpot. In this edition, our CX experts include: 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 at The Futurum Group Thanks for watching. If you'd like more lik ..read more

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