CX Today

Creating Consistent CX is Key to Customer Retention

05 Jun 2023

Contributed by Lukas

Watch on YouTube.CX Today's David Dungay hosts David Butler, SVP of Product & Strategy, Glance Networks. In this session we discuss the foll...

The Latest on Zoom's AI Assistant, Twilio's Losses, & a Possible RingCentral-8x8 Merger

02 Jun 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...

The Latest Big CX News on Private GPT, Alexa 2.0 & the 'Godfather of AI'

16 May 2023

Contributed by Lukas

Watch on YouTube.CX Today’s Charlie Mitchell presents the latest trending news from the conversational AI space.He’s joined by four of the brighte...

What's Next for Avaya After Chapter 11 Bankruptcy?

15 May 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Liz Miller, VP and Principal Analyst at Constellation Research. We consider the emergence of ...

Will ChatGPT Help Solve My Most Pressing Contact Center Problems?

09 May 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Pierce Buckley, CEO & Co-Founder at babelforce. We break down how contact centers may use...

Sprinklr Is In the CCaaS Market, and It's Not Here to Play Around

28 Apr 2023

Contributed by Lukas

Watch on YouTube.CX Today's Charlie Mitchell hosts Ragy Thomas, Founder & CEO of Sprinklr.We discuss the current state of contact center expe...

Beyond the Code: Empowering Women in Non-Technical Roles in Technology

20 Apr 2023

Contributed by Lukas

Clare Muscutt, Founder, Women in CX hosts Ejieme Eromosele, GM EMEA, Quiq, Charlotte Kennett, Sr. Director, SS&C Blue Prism, Laura Campbell, Strat...

The Latest BIG News Meta, Qualtrics, and Salesforce - CX Today News

03 Apr 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 prominent CX...

Assessing the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023 - CX Today News

21 Mar 2023

Contributed by Lukas

CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. In this session, we evaluate the Gartner Magic Quadr...

Women Driving Diversity, Equity, and Inclusion in CX Technology - CX Today News

08 Mar 2023

Contributed by Lukas

Watch on YouTube.Clare Muscutt, Founder, Women in CX hosts Susanna Baque, Senior Director Global CX, SCIEX, Renee Fokken, Director of CX, Cisco, Czari...

Drive Cost-Reductions with Effective Self-Service

06 Mar 2023

Contributed by Lukas

CX Today's David Dungay hosts Courtney Goodsell, Product Manager at Mavenoid. In this session we discuss the following:What is effective self-se...

3 Contact Center Agent Trends for 2023 (and How to Address Them!)

02 Mar 2023

Contributed by Lukas

CX Today's Charlie Mitchell hosts Garry Gormley, Founder of FAB Solutions. In this session, we break down the following three contact center age...

6 Practical NLP Use Cases That Can Transform Contact Center Performance

27 Feb 2023

Contributed by Lukas

CX Today's Charlie Mitchell hosts Jake Gardiner, a Senior Enterprise Account Director at Odigo.In this session, we break down the following six u...

BIG CX News - The Latest on Avaya's Bankrupcy, Activist Investors at Salesforce, and Zoho In UCaaS

23 Feb 2023

Contributed by Lukas

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by four prominent CX analysts t...

Will CRM Systems Replace Contact Center Platforms?

17 Feb 2023

Contributed by Lukas

CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance. In this session, we consider the evolution of CRM systems, discussing: Whether CRM...

A ChatGPT-Powered Voicebot Demo and Conversation with the Microsoft Engineer

16 Feb 2023

Contributed by Lukas

CX Today's Charlie Mitchell introduces a demo of a voicebot that combines Azure’s new Open AI platform with Azure Communication Services Call A...

Analyzing the Conversational AI Landscape with Bradley Metrock

13 Feb 2023

Contributed by Lukas

CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. In this session, we discuss:Bradley's Conversat...

Create More 'Memorable' Customer Experiences by Using Remote Video

30 Jan 2023

Contributed by Lukas

CX Today's Charlie Mitchell hosts Colin Shaw, Founder & CEO of Beyond Philosophy.In this session, we consider how brands can create more memo...

Get Started with Video Customer Service

30 Jan 2023

Contributed by Lukas

CX Today's Charlie Mitchell hosts Jóhann Hannesson, Lead Product Manager at Streem.In this session, we discuss how businesses can get started wi...

The Latest BIG News from Avaya, AWS, and ChatGPT

26 Jan 2023

Contributed by Lukas

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by four prominent CX analysts t...

Is Your Contact Center Recession Proof?

20 Jan 2023

Contributed by Lukas

CX Today's Charlie Mitchell hosts Kurt Dahlstrand, Director of Technical Sales & Services at Hammer, and Jim Cantwell, Vice President of Sale...

How CPaaS is Changing Customer Experience - CX Today News

12 Jan 2023

Contributed by Lukas

CX Today's Charlie Mitchell hosts Jay Patel, VP & GM of Webex CPaaS Solutions, discussing how CPaaS is changing CX.In doing so, we consider:W...

Is Moving to the Cloud the Best Decision for Improving CX?

06 Jan 2023

Contributed by Lukas

CX Today's David Dungay hosts Darren Dean, Sales Engineering Manager, Hammer, and Paul Cicchelo, Sales Director (UK&I), Hammer.In this sessio...

Integrating Microsoft Teams With the Contact Centre: What Are My Options?

05 Jan 2023

Contributed by Lukas

CX Today's Charlie Mitchell hosts Dave McDowell, Senior Technical Consultant at Enghouse Interactive.In this session, we consider the options for...

Making the Case for Converging Customer and Employee Experiences

19 Dec 2022

Contributed by Lukas

CX Today's Charlie Mitchell hosts Jono Luk, Vice President of Product Management at Webex, discussing how businesses are converging CX and EX.In ...

The Latest BIG News from AWS, RingCentral, and Salesforce

19 Dec 2022

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...

CX Predictions 2023 - Metaverse or Metacurse?

09 Dec 2022

Contributed by Lukas

Rob Scott from CX Today hosts Genefa Murphy, CMO, Five9 and Clare Muscutt, Founder & CEO, Women in CX and together they share their CX predictions...

Puzzel’s Latest Customer Service Packages

21 Nov 2022

Contributed by Lukas

CX Today's Charlie Mitchell hosts Alberta Bosco, Product Marketing Director at Puzzel.In this session, we explore the latest CCaaS innovations fr...

The State of CX: More Investment, But Delivery Challenges Remain

09 Nov 2022

Contributed by Lukas

CX Today's Charlie Mitchell hosts Frank Sherlock, VP International at CallMiner.In this session, we consider the current state of CX, discussing:...

Zoom Discusses Its New Virtual Agent, IQ Additions, and More

08 Nov 2022

Contributed by Lukas

CX Today's Charlie Mitchell hosts Ben Neo, Head of Enterprise Sales EMEA at Zoom Phone.In this session, we delve into some of the biggest announc...

Cut Contact Center Costs and Improve CX with AI

31 Oct 2022

Contributed by Lukas

CX Today's Charlie Mitchell hosts Alain Mowad, Director of Product Marketing at Talkdesk.In this session, we consider how contact centers can cut...

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...