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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

technology

All Episodes

22:16

The Death of the Pureplay Contact Center Provider

CX Today ·

2024/09/12

CX Today's Charlie Mitchell hosts Simon Harrison, Founder & CEO of Actionary.They kick-off the conversation by considering:What's driving vendors into CCaaS from adjacent spaces?What impact is this having on the traditional CCaaS players?Which CCaaS vendors will be best placed for success?Chris Morrisey, Head of CX Sales at Zoom, then joins the conversation to discuss:Why will Zoom have an edge in the CCaaS market of tomorrow?How will the breadth of Zoom's offering support its CCaaS charg...

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10:40

On-Prem vs. Cloud Contact Centers: It's Not an Open &...

CX Today ·

2024/09/09

CX Today's Charlie Mitchell introduces a discussion on why businesses may wish to keep their contact center operations on-premise. For this discussion, he's joined by two industry experts:Michael McCloskey, CEO of Bright PatternNicolas de Kouchkovsky, Principal Analyst at CaCube ConsultingDuring the video both contact center specialists answer the questions:What’s driving large contact center vendors to shift their portfolio from on-prem to the cloud?Why would customers want to stay on-prem a...

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12:25

RingCentral Introduces Its New AI Assist Solutions...

CX Today ·

2024/09/05

CX Today's Charlie Mitchell hosts Jim Payne, Director of Product Marketing for Customer Experience at RingCentral. They kick-off the conversation and then:Introduce RingCentral's RingCX platformDiscuss its new Agent Assist and Supervisor Assist solutionsStandout capabilities of the new solutionsDave Michels, Lead Analyst at TalkingPointz, then joins the conversation to discuss:Eye-catching features of the Agent Assist and Supervisor Assist solutionsRingCentral's position within the broader CC...

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28:28

Big CX News - The Latest on NICE's New CEO,...

CX Today ·

2024/08/29

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 news in the space, including stories from NICE, Salesforce, and Five9.In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Simon Harrison, Founder & CEO of Actionary Michael Fauscette, Founder, CEO &...

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8:50

Five Workforce Engagement Metrics You Need to be...

CX Today ·

2024/08/19

CX Today's Susie Harrison hosts Sam Peters, Head of Customer Success at Assembled, to cover the workplace engagement metrics you need to be tracking.Sam explains his top five and highlights some bonus metrics that almost made his cut.

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25:26

3 Use Cases for GenAI in Contact Center Quality...

CX Today ·

2024/07/30

Watch on YouTube.CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec.After an introduction to contact center Auto-QA, they discuss three use cases for generative AI (GenAI) in quality assurance.These are:Use Case #1 The Additional Context Window Use Case #2 The AI Prompt Designer Use Case #3 LLM-based Sentiment Analysis They also share a quick video of each, bringing the use cases to life.To learn more about MiaRec AutoQA, visit their website.Thanks...

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48:25

Big CX News - The Latest on the Google-HubSpot...

CX Today ·

2024/07/24

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 ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirFinbarr Begley, Senior Research Analyst at Cavell GroupSimon Harrison, Founder & CEO of ActionaryMart...

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14:53

Comparing CCaaS Providers: What You Might Miss

CX Today ·

2024/07/24

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 Compu...

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28:33

Friend or Foe? AI & the Contact Center Agent

CX Today ·

2024/07/23

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 ...

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15:51

Analyzing the 2024 Gartner Magic Quadrant for CPaaS

CX Today ·

2024/07/12

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 ou...

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9:13

Cognigy Shares Plans for AI Workforce of the Future...

CX Today ·

2024/07/01

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 expansionHow AI is accelerating interactions in the contact centerTrends for generative AI in the contact centerThanks for watching. If you'd like more like this, don't forget to SUBSCRIBE ...

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44:59

Big CX News - The Latest the Microsoft Dynamics 365...

CX Today ·

2024/06/27

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 ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirMichael Fauscette, Founder, CEO & Chief Analyst at Arion Research Simon Harrison, Founde...

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22:13

Customer Journey AI: Examples, Outcomes, & What's Next?

CX Today ·

2024/06/26

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 custo...

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10:35

Email Customer Service: Challenges, Best Practices, &...

CX Today ·

2024/06/26

Watch on YouTubeEmail 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.As...

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11:36

How to Use GenAI to Improve Customer Service AND Cut...

CX Today ·

2024/06/18

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 Gen...

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8:28

Zoom on Its 246% Spike In Contact Center Deals & the...

CX Today ·

2024/06/06

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 looki...

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20:04

CX Outsourcing: Managing the Unmanaged Areas of Your...

CX Today ·

2024/05/24

CX Today's Charlie Mitchell hosts Tony Masis, VP, GM, & Leader of Customer Management Services (CSM) at Shyft Global Services.They deep dive on customer experience outsourcing, discussing:The business challenges that cause companies to consider CX outsourcingConsiderations for selecting a CX outsourcing partnerBest practices to get the most from outsourcing relationshipsWhat does an outsourcing partnership look like in practice?The future of CX outsourcing

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13:23

The Zoom Contact Center: 2 Years On

CX Today ·

2024/05/23

Watch on YouTube.Zoom entered the CCaaS space two years ago, and has since gained significant momentum in the market.Recognizing this, we got in touch with Brandon Knight, Global Head of Zoom Customer Experience Channel & Ecosystem, to record this discussion.In doing so, we considered Zoom's contact center journey so far and where it's heading, discussing:The Zoom Contact Center's cloud-native foundation Its differentiative CCaaS innovations Zoom's burgeoning CCaaS partner base&...

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10:41

‘We Had to Bite the Bullet’ - How this BPO Revamped...

CX Today ·

2024/05/17

Watch on YouTube.CX Today's Tom Wright hosts Nigel Mansfield, Standard Focus.In this interview from Avaya Engage we discuss the latest AXP innovations, and more the growth of Standard Focus as an organization, omnichannel, the Avaya AACC platform, and more!If you're looking for more information on this topic visit Avaya.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.

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21:36

Big CX News - The Latest on the...

CX Today ·

2024/05/16

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 Salesforce, Informatica, Avaya, Genesys, & ServiceNow.In this edition, our CX experts include:Zeus Kerravala, Principal Analyst at ZK Research Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Simon Harrison, Founder & CEO of Actionary&...

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