CX Today
Episodes
First Impressions of the New Salesforce and Google CCaaS Platforms
31 Oct 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst at ZK Research.In this session, we discuss the entrance of Salesf...
BISSELL Transforms CX Strategy with Five9
24 Oct 2022
Contributed by Lukas
CX Today's David Dungay hosts Joe Lochinski, Service Automation & Analytics Manager, BISSELL.In this session, we discuss the following:Bigges...
Supporting the Contact Centre Agent of the Future
07 Oct 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Nerys Corfield, Director of Injection Consulting, and Genefa Murphy, Chief Marketing Officer at Five9.In this s...
The Future of Voice
05 Oct 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer, Sabio.In this session, we assess the future of voice in CX, discussing...
Integrating Microsoft Teams Into the Contact Center: A Microsoft Engineer's Advice
27 Sep 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Shervin Shaffie, Principal Technical Specialist at Microsoft.In this session, we consider how to integrate Micr...
Assessing AI Maturity in the Contact Center
26 Sep 2022
Contributed by Lukas
CX Today's Sandra Radlovački hosts Antonio Gonzalez, Senior Manager of Industries Research & Insights, Talkdesk.In this session we discuss t...
Making Magical Moments in CX
14 Sep 2022
Contributed by Lukas
CX Today's Rob Scott hosts Gayathri Krishnamurthy, AVP, Product Marketing at RingCentral. It goes without saying that #contactcenter leaders nee...
Who is Leading the Customer Engagement Platform Space?
08 Sep 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Mila D'Antonio, Principal Analyst at Omdia.In this session, we analyze Omdia's latest research into t...
Understanding Customer Intent in the Contact Centre
01 Sep 2022
Contributed by Lukas
CX Today's Sandra Radlovački hosts Kevin McGachy, Head of AI and Automation Solutions, Sabio.In this session, we discuss the following:Why is ca...
Rethink Contact Center Automation and Add Collaborative Intelligence!
30 Aug 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Callan Schebella, EVP of Product Management at Five9.In this session, we consider CX automation and how collabo...
How Will New CEO Alan Masarek Rejuvenate Avaya?
23 Aug 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst, ZK Research.In this session, we assess the potential strategy of...
The Latest Trends in CX with Dr. Nicola Millard
17 Aug 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Nicola Millard, Principle Innovation Partner at BT.In this session we discuss the following five latest trends ...
Get Connected 2022. The Must-Attend CX Event Returns!
16 Aug 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Sundeep Singh Boughan, Director of Sales Engineering at Puzzel.In this session, we introduce the upcoming Get C...
The 2022 Global Consumer Trends Report with Bruce Temkin
11 Aug 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Bruce Temkin, Head of Qualtrics XM Institute.
Assessing the Microsoft Digital Contact Center
08 Aug 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Dave Michaels, Lead Analyst at TalkingPointz.com
3 CCaaS Trends for 2022 and Beyond
03 Aug 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Robin Gareiss, CEO and Principal Analyst at Metrigy, and Jonathan Allan, Chief Marketing Officer at Puzzel.Afte...
Microsoft Discusses its New Digital Contact Centre Platform
01 Aug 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Tony Lorentzen, SVP & General Manager, Nuance (now part of Microsoft).
AWS Discusses Its Latest Amazon Connect Innovations
22 Jul 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Annie Weinberger, Head of Business Applications Product Marketing at AWS.
The Future of Zendesk Following Its Acquisition
15 Jul 2022
Contributed by Lukas
CX Today’s Charlie Mitchell hosts Zeus Karravala, Founder and Principal Analyst, ZK Research.
Five9 Discusses Its European Expansion Plans
09 Jun 2022
Contributed by Lukas
CX Today's Sandra Radlovački hosts Genefa Murphy, Chief Marketing Officer at Five9.
Building a Next Generation Virtual Agent
01 Jun 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Nick Dicksee, Avaya International CPaaS Specialist Lead.
Supercharging Self-Service With AI
31 May 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Brian Atkinson, Vice President EMEA at Five9.
SAP Introduces Its Latest Service Cloud Innovations
25 May 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Jen Bailin, Chief Revenue Officer (CRO) at SAP Customer Experience.
Zendesk Discusses Its Latest CRM Innovations
13 May 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts with Matthias Goehler, CTO EMEA at Zendesk.
Engaging Customers with Video
27 Apr 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Martin Taylor, Director of Content Guru.In this session, we consider the future of video in the contact centre,...
Zoom Discusses Its New Conversational Intelligence Solution
22 Apr 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Josh Dulberger, Head of Product, Data and AI, at Zoom. In this session, we explore the release of its new conv...
Inspecting the Garner Magic Quadrant for Conversational AI
29 Mar 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Zeus Karravala, Founder and Principal Analyst, ZK Research.
Delivering the Digital Contact Centre of the Future
10 Mar 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Dave D'Arcy, Director EMEA Customer Care, RingCentral.
How Total Experience is Unlocking the Future of CX
04 Mar 2022
Contributed by Lukas
CX Today's Rob Scott hosts Steve Forcum, Director and Chief Evangelist at Avaya and he shares his perspective on how total experience is unlockin...
Zoom Discusses Its New Contact Center Solution
02 Mar 2022
Contributed by Lukas
CX Today's Charlie Mitchell hosts Heidi Elmore, Head of UCaaS, Zoom.
Fuze: What is Next for CX?
10 Jan 2022
Contributed by Lukas
CX Today's David Dungay hosts Ron Calixto, SVP Global Service Delivery, Fuze.
The Future of CX: Predictions for 2022
04 Jan 2022
Contributed by Lukas
CX Today's William Smith hosts Julien Rio, Associate Vice President, International Marketing, RingCentral.
Customer Experience in the Year Ahead - Insights from Five9
16 Dec 2021
Contributed by Lukas
CX Today's Rob Scott hosts Brian Atkinson, VP and General Manager in EMEA at Five9.
Process Transformation for Customer Experience
15 Dec 2021
Contributed by Lukas
CX Today's William Smith hosts Gero Decker, General Manager SAP Business Process Intelligence and Co-founder, Signavio
LivePerson Leverages AI CX to Support Travel Industry
07 Dec 2021
Contributed by Lukas
CX Today's Carly Read hosts Jared Eisenlohr, VP of Retail, Travel & Tech, LivePerson.
Nectar: Digital Experience Insights from the IVR to the Agent
06 Dec 2021
Contributed by Lukas
CX Today's William Smith hosts Tim Armstrong, Vice President, Product & Marketing, Nectar.
Optimising Conversations for Next-gen CX
03 Dec 2021
Contributed by Lukas
CX Today's Rob Scott hosts Andy White, CEO, at Contexta360.
Conversation Analytics Platform and Autumn Release News
02 Nov 2021
Contributed by Lukas
CX Today's Carly Read hosts Jeff Gallino, CTO, CallMiner.
Twilio Engage and the Importance of Personalised CX
29 Oct 2021
Contributed by Lukas
CX Today's Carly Read hosts Paul Adams, Regional VP, UK & Ireland, Twilio.
Future-Proofing a Business with Omni-Channel
25 Oct 2021
Contributed by Lukas
CX Today's Carly Read hosts Jacob Borgeson, Product Marketing Director, Khoros.
Puzzel Extends Smart Experiences with Vergic Acquisition
22 Oct 2021
Contributed by Lukas
CX Today's Rob Scott hosts Frederic Laziou, CEO at Puzzel and Alexander Lunde, Co-Founder at Vergic.
Health of the Contact Centre 2021: Agent Well-being and the Great Resignation
21 Oct 2021
Contributed by Lukas
CX Today's William Smith hosts Calabrio's Ed Creasey, Director of Pre Sales and Graeme Meikle, WFM Consultant.
Language Operations: Multilingual Support with AI
20 Oct 2021
Contributed by Lukas
CX Today's William Smith hosts Vasco Pedro, Co-founder and CEO, Unbabel.
Impact Tech Has on Boosting Customer Engagement
18 Oct 2021
Contributed by Lukas
CX Today's Carly Read hosts Iain Regan, Chief Revenue Officer, Semafone.
Best Practices for Managing Agents Through Change
01 Oct 2021
Contributed by Lukas
CX Today's William Smith hosts Joanna Palmer, CX Client Principal - Contact Center at RingCentral and Zeus Kerravala, Founder and Principal Analy...
Improving CX with Messaging Channels
01 Oct 2021
Contributed by Lukas
CX Today's Carly Read hosts John Walls, RVP Customer Success EMEA, Zendesk.
Making the Most of User-Generated Content
20 Sep 2021
Contributed by Lukas
CX Today's William Smith hosts Andrew Smith, VP, Marketing, PowerReviews.
Patient Experience in a Post-COVID World
16 Sep 2021
Contributed by Lukas
CX Today's Carly Read hosts Martin Taylor, CEO, Content Guru.
How the Shift to Digital has Impacted Remote Working
25 Aug 2021
Contributed by Lukas
CX Today's Carly Read hosts Savinay Berry, EVP of Product & Engineering, Vonage.
VOC Trends: Automation, COVID and the Sector's Future
24 Aug 2021
Contributed by Lukas
CX Today's William Smith hosts Craig Shull, SVP & GM at GetFeedback.
The Role of Artificial Intelligence in Customer Service
19 Aug 2021
Contributed by Lukas
CX Today's William Smith hosts John Ball, SVP & GM Customer Workflow Business Unit, ServiceNow.
Analysing the CCaaS Magic Quadrant
17 Aug 2021
Contributed by Lukas
CX Today’s David Dungay hosts Zeus Kerravala, Founder of ZK Research.
Solving Agent Experience Challenges
10 Aug 2021
Contributed by Lukas
CX Today's David Dungay hosts Nick Beardsley, Enterprise Director, Onecom Group and Thomas John, VP Channels, Five9.
Cirrus Ex and the Power of the Super Agent
05 Aug 2021
Contributed by Lukas
CX Today's Carly Read hosts Andy Tucker, Partner Success Manager, Cirrus.
Personalisation and the Importance of CX for Retailers
30 Jul 2021
Contributed by Lukas
CX Today's William Smith hosts Jamie Brighton, Head of Product Marketing EMEA, Adobe Experience Cloud.
The Future of CX in a Post-Pandemic World and the Role of CRM
21 Jul 2021
Contributed by Lukas
CX Today's Rob Scott hosts Crevan O'Malley, Senior Sales Director, HubSpot.
The Future of CX Starts with the CRM
19 Jul 2021
Contributed by Lukas
CX Today's David Dungay hosts David Campbell, VP of Marketing, SugarCRM.
AudioCodes: Modernising On-Premise Contact Centres
15 Jul 2021
Contributed by Lukas
CX Today's William Smith hosts Peter Broeckx, Sales Manager Contact Center EMEA at AudioCodes
Reimagining Customer Migration Journeys
14 Jul 2021
Contributed by Lukas
CX Today's David Dungay hosts Andy Dignan, Senior VP of Global Partners and Services, Five9 & Irwin Lazar, President and Principal Analyst, M...
Keeping Agents Engaged Post-Pandemic
12 Jul 2021
Contributed by Lukas
CX Today's Carly Read hosts Maxine Allard, Senior Account Director, Odigo.
How Invoca's DialogTech Deal Impacts the $4.8B Conversational Intelligence Market
07 Jul 2021
Contributed by Lukas
CX Today's Carly Read hosts Gregg Johnson, CEO, Invoca.
Digital Transformation and AI in CX
28 Jun 2021
Contributed by Lukas
CX Today's Carly Read hosts John Trembley, VP of Marketing, Evolv.
The Past, Present and Future of CRM
17 Jun 2021
Contributed by Lukas
CX Today's William Smith hosts Jon Ferrara, Nimble founder and CEO.
CallMiner Eureka Platform and Managing Cross-Channel Conversations
07 Jun 2021
Contributed by Lukas
CX Today's Carly Read hosts Jeff Gallino, CTO & Founder at CallMiner.
Noise Challenges Associated with WFH
27 May 2021
Contributed by Lukas
CX Today's Carly Read hosts Evan Fromberg, VP of Sales, Krisp and Robert Schoenfield, COO, Krisp.
Zendesk Customer Experience Trends Report 2021 Overview
25 May 2021
Contributed by Lukas
CX Today's Carly Read hosts Peter Lorant, EMEA COO, Zendesk.
Puzzel's CEO Talks CCaaS Innovation and Growth
19 May 2021
Contributed by Lukas
CX Today's Rob Scott hosts Frederic Laziou, CEO at Puzzel.
Verint Launches IVA Pro
14 May 2021
Contributed by Lukas
CX Today's Carly Read hosts Jen Snell, Vice President, Product Marketing, Verint.
The State of the Modern Contact Centre
12 May 2021
Contributed by Lukas
CX Today's Carly Read hosts Ed Creasey, Director Presales, International and Tomas Taesler, Product Line Manager, Workforce Management at Calabri...
Is Video in the Contact Centre the next CX Game Changer?
12 May 2021
Contributed by Lukas
CX Today's Rob Scott hosts Thomas Rødseth, CTO at Puzzel
Artificial Intelligence meets Emotional Intelligence
03 May 2021
Contributed by Lukas
CX Today's Clare Muscutt hosts Sandra Thompson, Founder at Ei Evolution, and Jonathan Allan, CMO at Puzzel.
How Data Driven Insights Transform Customer Engagement
26 Apr 2021
Contributed by Lukas
CX Today's Carly Read hosts Martin Taylor, Deputy CEO, Content Guru.
Hubspot's Operations Hub Launch 2021
21 Apr 2021
Contributed by Lukas
CX Today's Carly Read hosts Alison Elworthy, EVP Revenue Operations, Hubspot.
Reimagining CX with Five9 and Metrigy
13 Apr 2021
Contributed by Lukas
CX Today's Rob Scott hosts Genefa Murphy, CMO at Five9 and Robin Gareiss, CEO at Metrigy.
Automating Conversations in CX
12 Apr 2021
Contributed by Lukas
CX Today's Carly Read hosts Esteban Kolsky, CX Evangelist, SAP.
Automation and CX - Best Practices and Business Checklist
06 Apr 2021
Contributed by Lukas
CX Today's Carly Read hosts Toby Cappello, Vice President, Cloud and Cognitive Software Expert Labs, IBM.
Introducing the Five9 EMEA Summit
29 Mar 2021
Contributed by Lukas
CX Today's Carly Read hosts Sabine Winterkamp, Senior Director of Global Marketing, Five9 and Brian Atkinson, VP and Manager of EMEA, Five9.
How AI will Serve Post-COVID Omni-channel Customers
25 Mar 2021
Contributed by Lukas
CX Today's Carly Read hosts Jonathan Rosenberg, CTO and Head of AI, Five9.
Moving from Customer Service to AI Powered Customer Experience
19 Mar 2021
Contributed by Lukas
CX Today's Carly Read hosts Jonathan Rosenberg, CTO and Head of AI, Five9.
How Retailers have Adapted to Challenges During the Pandemic
26 Jan 2021
Contributed by Lukas
CX Today's Clare Muscutt hosts Ray Biggs, Head of Contact Centres, John Lewis Partnership.
Mistakes Made in 2020, with Rapid Migrations to Cloud Based Environments
21 Jan 2021
Contributed by Lukas
CX Today's Clare Muscutt hosts Kevin Sheehan, Founder and Managing Partner, Cloudlinx, and Frank Wassenbergh, CCaaS Practice Leader & "T...
Customer Experience in the Digital Workplace
08 Jan 2021
Contributed by Lukas
CX Today's Rob Scott hosts Natalie Keightley, Senior Director Global Solutions Marketing at Avaya.
Reinventing CX With Automation
18 Dec 2020
Contributed by Lukas
CX Today's Rob Scott hosts Umesh Sachdev, CEO at Uniphore.
Reimagining a Digital-First Customer Journey
18 Dec 2020
Contributed by Lukas
CX Today guest host and CX expert, Clare Muscutt hosts Lindsay Rios, Head of Sales and CX at Table.