CX Today

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...

BIG CX News - The Latest on Cisco's New Contact Center Packages, GenAI In CX, & "CCaaS Deceleration"

09 Nov 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...

Zoom Crowned King of UC at UC Awards; is CCaaS Next?

08 Nov 2023

Contributed by Lukas

Watch on YouTube.Welcome to Our Exclusive Interview at Zoomtopia 2023 with Vi Chau, Head of Product for Zoom Phone and Zoom Contact Center.Will Zoom b...

Five9 On How Contact Centers Can Sleigh the Holiday Season

06 Nov 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Nick Delis, Senior Vice President of International and Strategic Sales at Five9.We consider ho...

Generative Conversational AI: Ethical Guidelines for Customer Experience Teams

03 Nov 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Diego Gosmar, Chief Innovation Evangelist at XCALLY.We discuss some of the ethics of deploying...

Cyara - Testing Provides Secret Sauce to Successful Cloud Migrations

26 Oct 2023

Contributed by Lukas

Watch on YouTube.CX Today's David Dungay hosts Andriy Zakharchenko, Product Evangelist, Cyara. In this session we discuss the following: The be...

The Speed of Zoom - 600 New Features in 18 Months

12 Oct 2023

Contributed by Lukas

Join us for an eye-opening interview with Brandon Knight, Global Head of Zoom CX Channel & Ecosystem, as we dive deep into Zoom's groundbreak...

Assessing the 2023 Gartner Magic Quadrant for CPaaS

10 Oct 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell presents an inspection of the 2023 Gartner Magic Quadrant for CPaaS.He's joined by Dave Michels...

The Internet of Things (IoT) In the Contact Center: Traeger Grills' Success Story

09 Oct 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Corey Savory, Vice President of Customer Experience & Service at Traeger Grills.We walk th...

The Women in CX Conference A Customer Experience Event With a Twist

03 Oct 2023

Contributed by Lukas

CX Today's Charlie Mitchell hosts Clare Muscutt, Founder and CEO of Women in CX.In this session, we introduce the Women in CX conference, discuss...

BIG CX News - Dreamforce Special! The Latest on the Einstein 1 Platform, Copilot, & More

27 Sep 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from Dreamforce 2023.He's joined by four prominent CX analyst...

What Should I Look for In a CCaaS Platform?

26 Sep 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Nerys Corfield, Director of Injection Consulting, and Thomas John, Vice President Partners EME...

Video Will Continue to Change Contact Center Experiences. Here's How.

19 Sep 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru.In this session, we consider the evolution of video ...

BIG CX News - The Latest on the Salesforce & Genesys Joint Platform and Five9's Aceyus Acquisition

13 Sep 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...

Genesys Introduces Its Approach to Sector-Specific CCaaS Innovation, Talks Insurance

11 Sep 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Manan Sagar, Global Head of Insurance at Genesys.We discuss Genesys's sector-specific app...

How Will AI Revolutionize The Contact Centre?

04 Sep 2023

Contributed by Lukas

Watch on YouTube.CX Today's Kieran Devlin is joined by MaxContact's CEO Ben Booth and VP of Engineering Matt Yates to discuss AI's impa...

5 Microsoft Teams Contact Center Challenges (and How to Overcome Them)

23 Aug 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Mackenzie Ellis, a Solutions Specialist at ComputerTalk.We discuss some of the challenges busi...

The World Wildlife Fund Shares Its Contact Center Transformation Story

22 Aug 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Stuart Mcapherson-Woods, Support Operations Manager at the World Wildlife Fund (WWF). We disc...

An Analysis of the 2023 Gartner Magic Quadrant for CCaaS

21 Aug 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell presents a deep-dive of the 2023 Gartner Magic Quadrant for CCaaS.He's joined by Dave Michels, ...

DPG Media Discusses Its "Radical" CCaaS Migration, Shares Lessons

17 Aug 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Edgar Polak, IT Area Manager at DPG Media.We walk through DPG Media's CCaaS migration, an...

Lighthouse Works and Genesys Collab Generates 25% of New U.S. Jobs for Blind People

15 Aug 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Kyle Johnson, President & CEO of Lighthouse Works. We consider Lighthouse Works' str...

BIG CX News - The Latest on Microsoft Sales Copilot, Salesforce AI Cloud, and Zoom In WFM

11 Aug 2023

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...

Barnardo's Discusses Its CRM Selection Process and Implementation

08 Aug 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Melissa Bell, the Executive Leader of Practice Quality at Barnardo's Australia. We discu...

Streem-line Salesforce: Integrating Video for Enhanced Customer Experiences

01 Aug 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Mark Wood, Senior Product Manager at Streem. In this session, we discuss how businesses can a...

Heineken Introduces Its Customer-Centric Approach and Data Strategy

31 Jul 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Lalo Luna, Global Strategy & Insights Leader at The HEINEKEN Company.We consider Heineken&...

BIG CX News - The Latest on Verint's CCaaS Move & the Genesys Experience Index

11 Jul 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 three pro...

Elsevier Transforms Its Contact Center Experience, with Impressive CSAT Gains

10 Jul 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Joep Everts, SVP of Customer Service at Elsevier. We discuss Elsevier's contact center t...

Generative AI In the Contact Center: Announcements, Use Cases, & Future Possibilities

27 Jun 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio. We consider the evolution of generative AI ...

A Microsoft Teams Contact Center: How Can I Enhance My Voice and IM Channels?

27 Jun 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Jean-Nicolas Robitaille, Vice President of Product Management at ComputerTalk. We consider ho...

Frontier Airlines Discusses Its Decision to Ditch Telephone Customer Service

27 Jun 2023

Contributed by Lukas

Watch on YouTube.CX Today's Rob Scott hosts Leonardo Declich, Director, CX Digital Transformation at Frontier Airlines. We reflect on why Fronti...

Sprinklr’s New Generative AI Innovations: An Inside Look

23 Jun 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Buddy Waddington, an Insights & AI Solutions Specialist Manager at Sprinklr. We break dow...

Topic & Sentiment Analysis In the Contact Center: Definitions, Use Cases, & Benefits

19 Jun 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec. We consider the topic and sentiment analysis ...

5 Value-Adding Conversational Intelligence Use Cases for Contact Centers

15 Jun 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Tatiana Polyakova, Chief Operating Officer at MiaRec. We discuss five contact center use case...

Thule Discusses Its Customer Experience Transformation & Shares Key Learnings

14 Jun 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Zachary Dugas, Global Product Owner of Content Management Systems & SaaS at Thule. We dis...