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PODCAST

CX Today

News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today"s world.For industry

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All Episodes

19:18

Probing the Gartner Magic Quadrant for CCaaS 2024

CX Today ·

2024/11/07

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 ...

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23:05

5 Challenges Facing Contact Centers in 2025 (and How...

CX Today ·

2024/10/31

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...

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13:33

Harnessing the Power of Data in Contact Centers

CX Today ·

2024/10/30

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

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30:22

The Latest on the Salesforce Contact Center with...

CX Today ·

2024/10/28

Watch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by six prominent CX analysts to dissect the latest news in the space, including stories from NICE, Salesforce, and Microsoft.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, Fo...

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12:58

From Passive Algorithms to Active Agents: The Rise of...

CX Today ·

2024/10/24

CX Today's Susie Harrison hosts Jon Burg, VP Strategy at TechSee, for a discussion on the rise of agentic AI.In this session, we cover:What agentic AI isHow it makes decisionsHow issues of safety, robustness and unintended consequences can be mitigatedThe interplay between agentic AI and human agents in CXThe future for this technology in replicating human cognition

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28:55

AI Demystified! Customer Service Bots & Beyond (with...

CX Today ·

2024/10/17

CX Today's Charlie Mitchell introduces a beginner's discussion about contact center AI. For this conversation, he's joined by two industry experts:Anders Ruge, a Senior AI Solution Architect at PuzzelMartin Hill Wilson, the Founder of Brainfood ConsultingDuring the video both contact center experts consider:The many AI use cases beyond customer-facing botsHow bots have evolved over the past five to ten yearsWhere to start with contact center AIHalfway through the recording, Ruge also shares a...

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12:20

Evaluating CCaaS Platforms – Top Tips on Finding the...

CX Today ·

2024/10/17

CX Today's Susie Harrison hosts Anand Viswanathan, AVP & Global Head of CCaaS, Tata Communications.In this video, Anand shares his top tips on finding a best fit CCaaS platform. It also covers:The importance of scalability, security and compliance in making a CCaaS platform selectionAgent productivity and efficiency

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5:20

Michels on Avaya's Key Launches and Future Relevancy

CX Today ·

2024/10/16

Watch on YouTube.CX Today's David Dungay spoke to prominent analyst Dave Michels, Founder of TalkingPointz. In this session we discuss the following:How Avaya is leveraging AI Zoom relationship update How can Avaya remain relevantThanks 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.

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17:56

Is an AI-Centric Strategy REALLY the Best Option In...

CX Today ·

2024/10/16

CX Today's Charlie Mitchell introduces a discussion about whether an AI-centric strategy is REALLY the best option in enterprise communications?For this discussion, he's joined by two industry experts:Dominic McDonald, CEO of ULAPDom Black, Growth Director & Principal Analyst at CavellDuring the video, the enterprise communications experts discuss:The trend of tech vendors using the term "AI" in their product descriptions reducing their customers' "purchase intentions"Why brands may wish ...

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8:59

Customer Research Strategy that Delivers Optimal...

CX Today ·

2024/10/09

CX Today's Susie Harrison hosts Rema Nasif, Managing Director of Strategy at OneMagnify.In this session, we discuss:What's top of mind for marketing and CX leaders regarding their customer research programs?Why persona development and customer journey mapping are such critical components of successHow marketing and CX leaders should think about refreshing their customer personas

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39:03

Contact Center AI: The Opportunities and Risks for...

CX Today ·

2024/10/01

CX Today's Charlie Mitchell introduces a discussion about contact center AI, and the opportunities and risks for insurers. For this conversation, he's joined by two industry experts:Jacob Gardiner, Senior Account Executive for Insurance and Financial Services at PuzzelSimon Foot, Head of Customer Contact Transformation at PA ConsultingDuring the video both contact center experts consider:Where are the current opportunities for insurers to leverage AI within their contact center experiences?Wh...

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12:48

Why You Still Need Your Agents In a World of GenAI

CX Today ·

2024/09/30

CX Today's Charlie Mitchell hosts Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom.In this session, we discuss the following:How does Zoom transform the role of AI within the contact center of tomorrow?What will this look like in practice?Practical examples of how AI will support agents and businesses?What obstacles will contact centers face on their AI journeys?

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9:57

Exploring the Transformative Power a Best-in-Category...

CX Today ·

2024/09/30

CX Today's Susie Harrison hosts Evaluagent CCO James Marscheider and Archit Kumar, Partnerships Manager at Assembled.In this episode, we consider:The top-line benefits of integrating QA and performance improvement software with WFMSome use cases and challenges of using these platforms togetherWhat constitutes a good integration partnership and the benefits that it brings to customersThe benefits of having a fully integrated best-in-category solution over an all-in-one solution

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44:19

Big CX News - A Dreamforce 2024 Review ft....

CX Today ·

2024/09/26

Watch on YouTube.CX Today's Charlie Mitchell presents a rundown of Dreamforce 2024, Salesforce's hallmark annual event.He's joined by five prominent CX analysts to dissect the headlines, including: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 Arun Prateek, a Senior Analyst at Everes...

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18:22

How to Get the Most Value from Your CCaaS Investment

CX Today ·

2024/09/24

CX Today's Charlie Mitchell hosts Jo Sverre Lindem, Chief Customer Officer at Puzzel.We consider how contact centers can get the most out of your CCaaS investment, discussing:Where have many CCaaS providers gone wrong in supporting their customers?What do vendors - and Puzzel - specifically do differently to better support customers?The value of a CCaaS Optimization Program to ensure continued CCaaS ROICustomer stories of getting the most out of their CCaaS program via Puzzel's Optimization P...

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20:59

Challenges & Opportunities: What Has 2024 Taught Us...

CX Today ·

2024/09/23

CX Today's Charlie Mitchell hosts Steve Blood, VP of Market Intelligence and Evangelism at Five9.We reflect on 2024, considering the challenges and opportunities of contact center AI. In doing so, we discuss:The challenges of 2024, and what has caused them?What lessons should contact centers take forward?What do the brands performing best with contact center AI have in common?How is Five9 setting its customers up for success with contact center AI?

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12:06

How to Navigate the Transition from On-Premise to...

CX Today ·

2024/09/19

CX Today's Susie Harrison joined Puzzel CEO Frederic Laziou to discuss the transition from on-premise to cloud.In this conversation we cover:The reasons enterprises stay on-prem or move to the cloudThe challenges of moving to CCaaS and what companies can expect from it, including pitfallsTop tips on starting the journey

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9:31

GenAI in the Contact Center ComputerTalk Shares Its...

CX Today ·

2024/09/18

CX Today's Charlie Mitchell hosts Bernie Lee, VP of Product Engineering at ComputerTalk.We discuss three of the latest GenAI innovations that CCaaS provider ComputerTalk is bringing to its ice Contact Center platform, and how to deploy them.In doing so, we consider:Use Case 1 - Case SummarizationUse Case 2 - Customer Sentiment AnalysisUse Case 3 - Automated Follow UpsWhat's the process for implementing these use cases?What's coming in terms of future innovation?

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7:23

How Personal AI Agents are set to Transform CX

CX Today ·

2024/09/18

CX Today's Susie Harrison hosts Malte Kosub, CEO and Co-Founder of Parloa.In this episode, we consider:Market changes in customer support and how businesses can prepare for them, both physically and in mindsetHow to get started with AI in contact centersHow to leverage AI agents safely and reliably

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25:02

Purpose-Built Gen AI for the Contact Center:...

CX Today ·

2024/09/17

CX Today's Charlie Mitchell hosts Ashley Griggs, Head of Sales and Strategic Partnerships at ElevateAI by NICE.After an introduction to the NICE ElevateAI, we discuss:How to set up ElevateAIThe GenAI use cases within ElevateAIHow the "Ask Elevate" feature worksWhich models power ElevateAI's GenAI?We also share video demos throughout, bringing the solution to life.

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389 results

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