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 Google, Salesforce, and Five9. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Finbarr Begley, Senior Research Analyst at Cavell Group Simon Harrison, Founder & CEO of Actionary Martin Schneider, Head of Research at Annuitas Research ..read more

Watch on YouTube. CX Today's Charlie Mitchell hosts Blair Ferguson, Chief of Staff at ComputerTalk. We consider how contact centers often compare CCaaS providers, and what they might miss along the way. In doing so, we discuss: The flaws of the traditional tick-box process.  Evaluating the integrations with other critical CX platforms.  What should a buyer expect from a CCaaS vendor's support services?  Tips for isolating the best-placed CCaaS offering.  Learn more about the ComputerTalk ice Contact Center solution by visiting ComputerTalk. Thanks for watching. If you'd l ..read more

Watch on YouTube. A 2023 study by Princeton University found that "contact center operators" top the list of occupations with the highest risk of being replaced by AI. Cue more doomsday headlines for the contact center agent. Yet, few in the contact center industry see such a doomsday happening any time soon. For example, 61 percent of customer service and support leaders expect headcount reductions of only five percent or less due to GenAI. So, do those doomsday headlines have any merit? To find out, CX Today's Charlie Mitchell hosts Amy Roberge, Head of Global CX Solutions Engineering at Zoo ..read more

CX Today's Charlie Mitchell hosts Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance.  They present an analysis of the 2024 Gartner Magic Quadrant for CPaaS. Together, they discuss some of the big talking points from the Gartner Magic Quadrant, which include: Top takeaways from the study.  The little movement from the 2023 edition.  The unlucky few to miss out on inclusion.  How should CPaaS buyers leverage the report?  For a more comprehensive analysis, read our 2024 Gartner Magic Quadrant for CPaaS rundown. To check out the event Rob mentioned, follow ..read more

Watch on YouTube. CX Today's Susie Harrison hosts Cognigy CEO Philip Heltewig to discuss the company's plans for AI investments. In this video, they cover: The involved Series C funding round process and what the outcome means for the business  Cognigy's plans for investment, including R&D and feature expansion How AI is accelerating interactions in the contact center Trends for generative AI in the contact center 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 ..read more

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, NICE, and Salesforce.  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  Simon Harrison, Founder & CEO of Actionary Martin Schneider, Head of Research at Annuitas Research  ..read more

CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies.   We kickstart the conversation by introducing an outcome-first approach to customer journey AI.   From there, Martin shares several examples of AI in: - The Contact Center IVR - Customer Self-Service  - The Waiting Experience - Live Agent Conversations  - Post-Contact Activities Finally, we discuss the process of implementing such AI components, and share insight into the future of customer journey AI. For more from Martin, check out Landis Technologies' YouTube channel: @landisco ..read more

Watch on YouTube Email is still the second most leveraged channel for inbound customer conversations. Yet, email service experiences continue to underwhelm. Recognizing this, we got in touch with Jonathan Barouch, Founder & CEO of Local Measure, to record this discussion.  In doing so, we considered how contact centers can step up their email game, discussing: The challenges of email customer service, and how to overcome them. Supporting agents to deliver better email customer service. Assistive technologies that can transform the email experience.  To learn more about the Loca ..read more

Watch on YouTube. According to Gartner, the contact center is one of the top three business areas where enterprises want to deploy generative AI (GenAI). Recognizing this, we got in touch with Jonathan Barouch, Founder & CEO of Local Measure, to record this discussion. In doing so, we considered how contact centers can best deploy the technology, discussing: The first step to implementing contact center GenAI.  The dangers of deploying GenAI to only cut costs.  Local Measure's new GenAI-powered real-time translation tool.  More contact center GenAI use cases.  To lear ..read more

Watch on YouTube. CX Today's Charlie Mitchell hosts Chris Morrisey, Head of CX Sales at Zoom. Broadcast from CCW 2024 in Las Vegas, we first discuss Zoom's 246 percent year-over-year (YoY) spike in CCaaS deals worth $100,000 in annual recurring revenue (ARR). From there, we consider: The third wave of CCaaS platforms  The benefits of a unified platform for CCaaS  Zoom's "gruntled" customer slogan  Want to learn more about Zoom's "Get Gruntled" philosophy? Read its blog. If you're looking for more information on the Zoom Contact Center, visit their website. Thanks for watching ..read more