CX Today
Episodes
Transforming Contact Centers with AI: Insights and Innovations
27 Jan 2025
Contributed by Lukas
Join Rhys Fisher, Deputy Editor at CX Today, as he chats with Chris Bardon, Chief Software Architect at ComputerTalk.Together, they delve into the tra...
NVIDIA Introduces Its Latest Agentic AI Innovations, Teases What's to Come
24 Jan 2025
Contributed by Lukas
CX Today's Charlie Mitchell hosts a conversation reflecting on some of NVIDIA's big agentic AI innovations from January 2025.These AI Agent ...
Analyzing the Current State of AI In Business Communications
23 Jan 2025
Contributed by Lukas
CX Today's Charlie Mitchell runs through several takeaways from a recent industry study, entitled: "RingCentral Trends 2025: The State of AI...
Salesforce News - Agentforce 2.0, Atlas, & the New-Look Slack (January 2025)
23 Jan 2025
Contributed by Lukas
Watch on YouTube.In the first episode of our Salesforce news show, CX Today's Charlie Mitchell hosts two expert customer experience analysts to d...
5 Disruptive Use Cases for AI in Customer Experience
21 Jan 2025
Contributed by Lukas
CX Today's Charlie Mitchell introduces five AI use cases for customer experience, with a specific focus on contact centers.To help run through al...
Big CX Update: ComputerTalk
09 Jan 2025
Contributed by Lukas
CX Today's Kieran Devlin speaks to Blair Ferguson, Chief of Staff at ComputerTalk.In this session, we discuss the following:An introduction to Co...
Meet ULAP. The Enterprise Communications Vendor That's NOT Jumping on the AI Bandwagon
07 Jan 2025
Contributed by Lukas
CX Today's Charlie Mitchell hosts Dom McDonald, CEO of ULAP.They introduce ULAP Voice and how the solution ensures compliance in enterprise commu...
Total Experience: A Complete Guide for 2025
17 Dec 2024
Contributed by Lukas
CX Today's Charlie Mitchell hosts Lee Jones, Director of Elev-8 Performance.They kick off the conversation by considering:What is total experienc...
How to Ensure the Ethical, Compliant Use of Contact Center AI
16 Dec 2024
Contributed by Lukas
CX Today's Charlie Mitchell hosts Steve Nattress, VP of Product Management at Enghouse Interactive.In this session, we explore the ethical consid...
QA Automation - How Far Can We Push AI?
11 Dec 2024
Contributed by Lukas
Rhys Fisher hosts Emmanuel Doubinsky, Product Director at Scorebuddy.The pair discuss how AI and automation are being used in the Quality Assurance (Q...
5 Customer Experience Trends for 2025 & Beyond
04 Dec 2024
Contributed by Lukas
CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025. To run through them, he's joined by:Bar...
Big CX News - The Latest on Microsoft's AI Agents, Afiniti's Bankruptcy, & Sprinklr's New CEO
04 Dec 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by five promin...
Contact Centres in 2025: How to Build Next Year’s Success Today
04 Dec 2024
Contributed by Lukas
CX Today's Susie Harrison hosts Ben Booth, CEO & Co-Founder at MaxContact to explore the trends in contact centers for the year ahead.In this...
Inside Cognigy's Revolutionary Agentic AI: The Future of Conversational Automation
29 Nov 2024
Contributed by Lukas
CX Today's Susie Harrison hosts Sebastian Glock, Director of Product Marketing at Cognigy, to delve into agentic AI and its possibilities for CX....
Big Update with Cognigy
29 Nov 2024
Contributed by Lukas
CX Today's Susie Harrison hosts Alan Ranger, VP Marketing at Cognigy, for a deep dive into his role, Cognigy and innovations in AI.Expect to dive...
The Great Contact Center Debate: Cloud vs. On-Premises
27 Nov 2024
Contributed by Lukas
Bright Pattern Is Redefining Flexibility in Contact CentersIn this interview, Rob Scott of CX Today sits down with Michael McCloskey, CEO of Bright Pa...
Call and Contact Centre Expo 2024: A Preview
26 Nov 2024
Contributed by Lukas
CX Today's Rhys Fisher hosts David Juniper, Group Director at ROAR B2B.They preview the upcoming Call and Contact Centre event that takes place b...
The Power of Partnership in Elevating CX
22 Nov 2024
Contributed by Lukas
CX Today's Susie Harrison hosts Dave Hampton, Head of Managed Services at Ultima Business Solutions, to explore their evolutionary and mutually b...
Exploring the Next Big Trends in CX
13 Nov 2024
Contributed by Lukas
CX Today's Susie Harrison is joined by Jamie Snaddon, Managing Director, EMEA at 8x8. In this session, we cover:- The biggest trend now and wher...
UJET's New Co-CEO Shares Its CCaaS Vision, Differentiators, & Roadmap
11 Nov 2024
Contributed by Lukas
CX Today's Charlie Mitchell hosts Vasili Triant, Co-CEO of UJET. Two months into the role, Triant has taken the reigns at an exciting time for th...
Probing the Gartner Magic Quadrant for CCaaS 2024
07 Nov 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell presents the 2024 Gartner Magic Quadrant for CCaaS. He's joined by Dave Michels, Lead Analyst ...
5 Challenges Facing Contact Centers in 2025 (and How to Overcome Them!)
31 Oct 2024
Contributed by Lukas
Contact centers face many of the same challenges they always have. However, in an age of new-wave AI, continued digitization, and changing customers, ...
Harnessing the Power of Data in Contact Centers
30 Oct 2024
Contributed by Lukas
CX Today's Susie Harrison hosts Matt Yates, VP Engineering at MaxContact.In this session, we cover:Harnessing the huge volumes of data available ...
The Latest on the Salesforce Contact Center with Amazon Connect, NICE Acquiring Playvox, & More
28 Oct 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by six promine...
From Passive Algorithms to Active Agents: The Rise of Agentic AI
24 Oct 2024
Contributed by Lukas
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 agent...
AI Demystified! Customer Service Bots & Beyond (with a Demo)
17 Oct 2024
Contributed by Lukas
CX Today's Charlie Mitchell introduces a beginner's discussion about contact center AI. For this conversation, he's joined by two indus...
Evaluating CCaaS Platforms – Top Tips on Finding the Best Fit Solution
17 Oct 2024
Contributed by Lukas
CX Today's Susie Harrison hosts Anand Viswanathan, AVP & Global Head of CCaaS, Tata Communications.In this video, Anand shares his top tips o...
Michels on Avaya's Key Launches and Future Relevancy
16 Oct 2024
Contributed by Lukas
Watch on YouTube.CX Today's David Dungay spoke to prominent analyst Dave Michels, Founder of TalkingPointz. In this session we discuss the follow...
Is an AI-Centric Strategy REALLY the Best Option In Enterprise Communications?
16 Oct 2024
Contributed by Lukas
CX Today's Charlie Mitchell introduces a discussion about whether an AI-centric strategy is REALLY the best option in enterprise communications?F...
Customer Research Strategy that Delivers Optimal Customer Experiences
09 Oct 2024
Contributed by Lukas
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 m...
Contact Center AI: The Opportunities and Risks for Insurers
01 Oct 2024
Contributed by Lukas
CX Today's Charlie Mitchell introduces a discussion about contact center AI, and the opportunities and risks for insurers. For this conversation,...
Why You Still Need Your Agents In a World of GenAI
30 Sep 2024
Contributed by Lukas
CX Today's Charlie Mitchell hosts Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom.In this session, we discuss the...
Exploring the Transformative Power a Best-in-Category Tech Stack can have on Customer Support
30 Sep 2024
Contributed by Lukas
CX Today's Susie Harrison hosts Evaluagent CCO James Marscheider and Archit Kumar, Partnerships Manager at Assembled.In this episode, we consider...
Big CX News - A Dreamforce 2024 Review ft. Agentforce, Own Company, CCaaS Pilot Program, & More
26 Sep 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell presents a rundown of Dreamforce 2024, Salesforce's hallmark annual event.He's joined by f...
How to Get the Most Value from Your CCaaS Investment
24 Sep 2024
Contributed by Lukas
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...
Challenges & Opportunities: What Has 2024 Taught Us About AI in Contact Centers?
23 Sep 2024
Contributed by Lukas
CX Today's Charlie Mitchell hosts Steve Blood, VP of Market Intelligence and Evangelism at Five9.We reflect on 2024, considering the challenges a...
How to Navigate the Transition from On-Premise to Cloud Contact Centers
19 Sep 2024
Contributed by Lukas
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 ...
GenAI in the Contact Center ComputerTalk Shares Its Latest Innovations
18 Sep 2024
Contributed by Lukas
CX Today's Charlie Mitchell hosts Bernie Lee, VP of Product Engineering at ComputerTalk.We discuss three of the latest GenAI innovations that CCa...
How Personal AI Agents are set to Transform CX
18 Sep 2024
Contributed by Lukas
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...
Purpose-Built Gen AI for the Contact Center: Introducing ElevateAI by NICE (with Demos!)
17 Sep 2024
Contributed by Lukas
CX Today's Charlie Mitchell hosts Ashley Griggs, Head of Sales and Strategic Partnerships at ElevateAI by NICE.After an introduction to the NICE ...
The Death of the Pureplay Contact Center Provider
12 Sep 2024
Contributed by Lukas
CX Today's Charlie Mitchell hosts Simon Harrison, Founder & CEO of Actionary.They kick-off the conversation by considering:What's drivin...
On-Prem vs. Cloud Contact Centers: It's Not an Open & Shut Case
09 Sep 2024
Contributed by Lukas
CX Today's Charlie Mitchell introduces a discussion on why businesses may wish to keep their contact center operations on-premise. For this discu...
RingCentral Introduces Its New AI Assist Solutions for RingCX
05 Sep 2024
Contributed by Lukas
CX Today's Charlie Mitchell hosts Jim Payne, Director of Product Marketing for Customer Experience at RingCentral. They kick-off the conversation...
Big CX News - The Latest on NICE's New CEO, Salesforce's PredictSpring Acquisition, & Five9
29 Aug 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by five promin...
Five Workforce Engagement Metrics You Need to be Tracking
19 Aug 2024
Contributed by Lukas
CX Today's Susie Harrison hosts Sam Peters, Head of Customer Success at Assembled, to cover the workplace engagement metrics you need to be track...
3 Use Cases for GenAI in Contact Center Quality Assurance (with Demos!)
30 Jul 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec.After an introduction to contact center Auto-QA...
Big CX News - The Latest on the Google-HubSpot Fallout, Patagonia's Call Center AI Lawsuit, & More
24 Jul 2024
Contributed by Lukas
CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by five prominent CX analysts t...
Comparing CCaaS Providers: What You Might Miss
24 Jul 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Blair Ferguson, Chief of Staff at ComputerTalk.We consider how contact centers often compare C...
Friend or Foe? AI & the Contact Center Agent
23 Jul 2024
Contributed by Lukas
Watch on YouTube.A 2023 study by Princeton University found that "contact center operators" top the list of occupations with the highest ris...
Analyzing the 2024 Gartner Magic Quadrant for CPaaS
12 Jul 2024
Contributed by Lukas
CX Today's Charlie Mitchell hosts Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance. They present an analysis of the 2024 Gartner ...
Cognigy Shares Plans for AI Workforce of the Future Post Funding Round
01 Jul 2024
Contributed by Lukas
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...
Big CX News - The Latest the Microsoft Dynamics 365 Contact Center, NICE MPower, & Salesforce
27 Jun 2024
Contributed by Lukas
CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by five prominent CX analysts t...
Customer Journey AI: Examples, Outcomes, & What's Next?
26 Jun 2024
Contributed by Lukas
CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies. We kickstart the conversation by introducing an outc...
Email Customer Service: Challenges, Best Practices, & More
26 Jun 2024
Contributed by Lukas
Watch on YouTubeEmail is still the second most leveraged channel for inbound customer conversations. Yet, email service experiences continue to underw...
How to Use GenAI to Improve Customer Service AND Cut Costs
18 Jun 2024
Contributed by Lukas
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...
CX Outsourcing: Managing the Unmanaged Areas of Your Business
24 May 2024
Contributed by Lukas
CX Today's Charlie Mitchell hosts Tony Masis, VP, GM, & Leader of Customer Management Services (CSM) at Shyft Global Services.They deep dive ...
The Zoom Contact Center: 2 Years On
23 May 2024
Contributed by Lukas
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...
‘We Had to Bite the Bullet’ - How this BPO Revamped its Siloed Contact Centre
17 May 2024
Contributed by Lukas
Watch on YouTube.CX Today's Tom Wright hosts Nigel Mansfield, Standard Focus.In this interview from Avaya Engage we discuss the latest AXP innova...
Big CX News - The Latest on the Salesforce-Informatica Fallout, Avaya-Edify Acquisition, & More
16 May 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by five promin...
limehome Embraces Experience-Led Growth, Hikes Its NPS Rate By 22%
15 May 2024
Contributed by Lukas
Watch on YouTube.limehome's lifted its NPS score by an impressive 22 percent after embracing an experience-led growth strategy.To dive deeper int...
Bright Pattern 'Gets Real' on AI and Agent Assist
15 May 2024
Contributed by Lukas
Watch on YouTube.CX Today's David Dungay speaks to Michael McCloskey, CEO, Bright Pattern.In this session, we discuss the following:Where AI is h...
The Reasons Why Large Enterprises Haven’t Switched to CCaaS... Yet
13 May 2024
Contributed by Lukas
Watch on YouTube.According to Gartner - as of 2023 - at least 70 percent of contact center agents work from legacy infrastructure.That reflects the he...
It's a Trap! Don't Invest More In Digital Just to Meet Customer Demand
01 May 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts James Marscheider, Chief Commercial Officer at evaluagent.We reflect on the common thought amo...
Achieving Next Gen CX With Customer Interactions Suite From Tata Communications
29 Apr 2024
Contributed by Lukas
CX Today's Charlie Mitchell hosts Mauro Carobene, Vice President of the Customer Interactions Suite at Tata Communications.They deep dive on the ...
Klarna's Bot Does the Work of 700 Full-Time Contact Center Agents. Could Yours?
08 Apr 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Tatum Bisley, Product & Technology Evangelist at Cirrus.We break down the recent news of K...
BIG CX News - Enterprise Connect 2024: The Roundup ft. Five9, Cisco, Salesforce & More
05 Apr 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by five9 promi...
Content Guru Confirms $150MN CCaaS Megadeal, the Biggest of 2023
04 Apr 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Sean Taylor, CEO of Content Guru.In this session, Taylor shares the news that Content Guru sec...
Do You Agree? 4 Predictions for the Future of Contact Center WEM
04 Apr 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Kentis Gopalla, Head of Product Ecosystem for the Zoom Contact Center & Zoom Phone.We make...
5 Contact Center AI Challenges (and How to Overcome Them!)
01 Apr 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell introduces five contact center AI challenges.To run through them and share solutions, he's join...
AI the NICE Way: 3 Solutions Redefining CX
28 Mar 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Elizabeth Tobey, Head of Marketing for Digital Solutions at NICE.After an introduction to the ...
Transforming Your Patient Experience with CCaaS
27 Mar 2024
Contributed by Lukas
Watch on YouTube.In an exclusive interview at Enterprise Connect 2024, Rob Scott of CX Today delves into an enlightening conversation with Eric Brosiu...
Conversational AI: 5 Simple Steps to Get Going
26 Mar 2024
Contributed by Lukas
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 ...
Generative AI In Conversational Analytics: A Demo & Discussion
12 Mar 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions.He then speaks to...
The Latest on Oracle's New Communications Platform, High-Profile Chatbot Fails, & HubSpot
29 Feb 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by four promin...
5 Customer Experience Trends for 2024 & Beyond
22 Feb 2024
Contributed by Lukas
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&apos...
Zoom's New CCaaS Packages: An Inside Look
12 Feb 2024
Contributed by Lukas
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, ...
The Zoom Contact Center AI: 3 Must-Have Capabilities That'll Drive Rapid ROI
01 Feb 2024
Contributed by Lukas
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-fuelle...
CCaaS: Where Are We Now & Where Are We Heading
29 Jan 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET, and Baker Johnson, CMO of UJET. In this session,...
AI in the Contact Center: The Opportunities, Risks, and Rewards
29 Jan 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Michael McCloskey, CEO of Bright Pattern.After a quick introduction into Bright Pattern, they ...
BIG CX News - The Latest on Twilio's CEO Change & Zendesk's Klaus Acquisition
24 Jan 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by five promin...
GenAI-Powered Virtual Agents The Trend, Traps, and Solutions
17 Jan 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Christoph Börner, Senior Director of Digital at Cyara.We discuss some of the trends, traps, a...
The Forces Shaping Customer Experience (and Why They Matter!)
10 Jan 2024
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Julian Hertzog, Head of Sales at babelforce.We break down the forces shaping customer experien...
Why Are So Many CCaaS Customers Changing Providers?
09 Jan 2024
Contributed by Lukas
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 Metr...
The Three Types of Contact Center Platforms (and Which Is Best for You!)
03 Jan 2024
Contributed by Lukas
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 Zoom Contact Center: 5 Features That Stand Out
02 Jan 2024
Contributed by Lukas
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, ...
Contact Centers In 2024: 6 Market Shifts to Watch Out For
22 Dec 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio.After a quick introduction to Sabio, we predi...
Getting Started with Contact Center AI
22 Dec 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance.We discuss how contact centers can get started with AI, considering:...
BIG CX News - The Latest on the Zoom-Five9 Acquisition Rumors & RingCentral's CEO Departure
19 Dec 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by four promin...
Why Successful Contact Centres Work Smarter, Not Harder
12 Dec 2023
Contributed by Lukas
Watch on YouTube.CX Today's Kieran Devlin speaks to Ben Booth, CEO at MaxContact.In this session, we discuss the following:The key contact centre...
Contact Center AI: Use Cases, Challenges, & Strategy Guidance
11 Dec 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell is joined by Andy Dignan, Chief Operating Officer at Five9, and Callan Schebella, Executive Vice Pre...
Contact Center Resilience and Network Redundancy
11 Dec 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Gurpreet Kohli, Senior Vice President and Global Head of Telecom & Networks of HCLTech. .W...
AWS re:Invent 2023 - Catching Up on All the Contact Center News
11 Dec 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Pasquale DeMaio, VP of Amazon Connect.In this session, we review all the contact center news f...
Generative AI for Contact Center Agents: Demos and a Discussion
07 Dec 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell introduces a demo of Zendesk's new generative AI solutions for contact center agents - live and...
SumUp Moves Its Global Contact Center Operations to the Cloud with Five9
06 Dec 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Bruno Fransoni, Technical Product Manager of Contact Center and CRM at SumUp.We walk through S...
Contact Center Trends for 2024: What's Hot and What's Not?
06 Dec 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Peter Broeckx, EMEA Sales Director for Contact Center at AudioCodes.We introduce a host of con...
The Latest Contact Center Innovations with Cirrus Response
04 Dec 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Daniel Lloyd, Channel Director at Cirrus Response.We discuss the latest contact center innovat...
Generative AI in the Contact Center: What's Possible Now, and What's Coming?
27 Nov 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru, and Zeus Kerravala, Founder and Principal Analyst a...
AI Will Change Contact Centers: New Research Reveals How
27 Nov 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Matthew Jones, Product Manager at EvaluAgent.We reflect on new research conducted by contact c...
A Microsoft Teams Contact Center Demo: The Manager Experience
16 Nov 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies.We kickstart the conversation by disc...
Thrasio Shares Lessons from Its Customer Experience Transformation
14 Nov 2023
Contributed by Lukas
Watch on YouTube.CX Today's Charlie Mitchell hosts Gershwin Exeter, VP of Global Services at Thrasio and Andrew Pryfogle, Founder & CEO of CX...