CX Today

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 from AWS re:Invent 2023, discussing:The improved integration of Amazon Connect with Service Cloud Voice Amazon Q and how it fits in Amazon Connect All the other GenAI enhancements for Connect The new Amazon WorkSpaces Thin Client If you're looking to find out more about the new GenAI innovations, visit our recent article.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.

Watch on YouTube.CX Today's Charlie Mitchell introduces a demo of Zendesk's new generative AI solutions for contact center agents - live and virtual.He then speaks to Teresa Anania, SVP of Customer Experience at Zendesk, to dive deeper into new tech.In doing so, they consider:The customer response to the new GenAI solutions How easy are they to deploy?The security precautions Zendesk has taken More benefits of the technology What comes next? Learn more about Zendesk's new GenAI capabilities by visiting Zendesk here.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.

Watch on YouTube.CX Today's Charlie Mitchell hosts Bruno Fransoni, Technical Product Manager of Contact Center and CRM at SumUp.We walk through SumUp's CCaaS migration, and discuss:The challenges of SumUp's on-premises environment How SumUp overcame these with Five9 The addition of a virtual agent to front up the IVR Five9's helpful CCaaS pilot program Lessons for other businesses switching to CCaaS If you'd like to learn more about SumUp's migration, check out this case study.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.

Watch on YouTube.CX Today's Charlie Mitchell hosts Peter Broeckx, EMEA Sales Director for Contact Center at AudioCodes.We introduce a host of contact center trends for 2024. Before focusing on five specifically:CCaaS Migrations Microsoft Teams Contact Centers Click-to-Call & Click-to-Chat Voice-First Conversational AI Business Continuity For more from the AudioCodes team, visit AudioCodes website.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.

Watch on YouTube.CX Today's Charlie Mitchell hosts Daniel Lloyd, Channel Director at Cirrus Response.We discuss the latest contact center innovations that Cirrus is bringing to market.These cover arena such as:Contact center generative AICRM-centric contact center designWorkforce Engagement Management Knowledge management Conversational analytics For more from the Cirrus team, visit their website.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.

Watch on YouTube.CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru, and Zeus Kerravala, Founder and Principal Analyst at ZK Research.Together, we consider the present and future of generative AI in the contact center.In doing so, we consider:Current use cases of GenAI in the contact center How these are changing the agent role Security precautions for contact centers and their tech vendors The future outlook for GenAI in the contact center Content Guru is a contact center stalwart that has recently released new GenAI solutions. Check them out here.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.

Watch on YouTube.CX Today's Charlie Mitchell hosts Matthew Jones, Product Manager at EvaluAgent.We reflect on new research conducted by contact center analyst ContactBabel - which highlights service leader perceptions of AI.In doing so, we discuss:The possibility of AI taking contact center agent jobs. Agent support use cases for AI. How these use cases will impact agent well-being. Where can our viewers go to find more. To delve deeper into ContactBabel's research, visit here.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.

Watch on YouTube.CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies.We kickstart the conversation by discussing how Landis designed its Microsoft Teams Contact Center platform.We then share a demo of how a contact center manager can navigate and the platform and realize significant benefits.Finally, we consider:What differentiates Landis Technologies' offering? What can contact centers expect from the agent and admin experiences? Where can our views go to learn more? For more from Paul, check out Landis Technologies' YouTube channel.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.

Watch on YouTube.CX Today's Charlie Mitchell hosts Gershwin Exeter, VP of Global Services at Thrasio and Andrew Pryfogle, Founder & CEO of CX Effect.We walk through Thrasio's customer experience tech stack transformation, and discuss:Thrasio's customer experience vision. How it delivers on that through people, process, and tech. Changes Thrasio has made to its tech environment. Choosing the right transformation partner. Transformation lessons for industry peers.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.

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 analysts to dissect the latest stories from the space - including news from Cisco, Gartner, & Five9.In this edition, our CX experts include:Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchThanks 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.