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News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work. Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team. Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.
Episodes
Mentioned books
Sep 8, 2022 • 12min
Who is Leading the Customer Engagement Platform Space?
CX Today's Charlie Mitchell hosts Mila D'Antonio, Principal Analyst at Omdia.In this session, we analyze Omdia's latest research into the customer engagement platform space, discussing:Why customer engagement platforms are so hot right nowWhat typically sets market leaders apart?Surprising findings within the Omdia reportThe future of customer engagement platformsIf you're looking for more information on this topic, visit this page.Thanks for watching, if you’d like more content like this, don’t forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.
Sep 1, 2022 • 17min
Understanding Customer Intent in the Contact Centre
CX Today's Sandra Radlovački hosts Kevin McGachy, Head of AI and Automation Solutions, Sabio.In this session, we discuss the following:Why is capturing customer intent so important?What process do you recommend for capturing customer intent?How should a contact centre analyse customer intent to drive value?What positive results have Sabio customers realised from actioning customer intent insights?If you're looking for more information on this topic, visit this page.Thanks for watching, if you’d like more content like this, don’t forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.
Aug 30, 2022 • 15min
Rethink Contact Center Automation and Add Collaborative Intelligence!
CX Today's Charlie Mitchell hosts Callan Schebella, EVP of Product Management at Five9.In this session, we consider CX automation and how collaborative intelligence can help. In doing so, we discuss:Mistakes to avoid when adding automation to customer journeysHow collaborative intelligence can helpFinding the best balance of bots and humansUse cases for collaborative intelligenceIf you're looking to learn more about collaborative intelligence, visit this page.Thanks for watching, if you’d like more content like this, don’t forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.
Aug 23, 2022 • 15min
How Will New CEO Alan Masarek Rejuvenate Avaya?
CX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst, ZK Research.In this session, we assess the potential strategy of new Avaya CEO Alan Masarek, discussing:Zeus's top takeaways follow his conversation with MasarekHow Masarek's approach may differ to when he took the reigns at VonageWhat does the future look like at Avaya?If you're looking for more information on this topic, visit this page.Thanks for watching, if you’d like more content like this, don’t forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.
Aug 17, 2022 • 27min
The Latest Trends in CX with Dr. Nicola Millard
CX Today's Charlie Mitchell hosts Nicola Millard, Principle Innovation Partner at BT.In this session we discuss the following five latest trends in CX:The MetaverseHybrid WorkingVideoConversational AIHyper-Personalization
Aug 16, 2022 • 10min
Get Connected 2022. The Must-Attend CX Event Returns!
CX Today's Charlie Mitchell hosts Sundeep Singh Boughan, Director of Sales Engineering at Puzzel.In this session, we introduce the upcoming Get Connected 2022 event, discussing:Where and when is Get Connected, and why should people come along?What makes this CX event stand out?Which sessions will attendees most look forward to?Which products is the Puzzel team most excited about showing off?Where can viewers go to secure their free spot at the event?
Aug 11, 2022 • 19min
The 2022 Global Consumer Trends Report with Bruce Temkin
CX Today's Charlie Mitchell hosts Bruce Temkin, Head of Qualtrics XM Institute.
Aug 8, 2022 • 14min
Assessing the Microsoft Digital Contact Center
CX Today's Charlie Mitchell hosts Dave Michaels, Lead Analyst at TalkingPointz.com
Aug 3, 2022 • 32min
3 CCaaS Trends for 2022 and Beyond
CX Today's Charlie Mitchell hosts Robin Gareiss, CEO and Principal Analyst at Metrigy, and Jonathan Allan, Chief Marketing Officer at Puzzel.After intros and a quick summary of Puzzel's place within the CCaaS space, we discuss the following three trends:AI reimagining contact centre solutionsReoccurring omnichannel woesThe rise of visual engagement
Aug 1, 2022 • 13min
Microsoft Discusses its New Digital Contact Centre Platform
CX Today's Charlie Mitchell hosts Tony Lorentzen, SVP & General Manager, Nuance (now part of Microsoft).
