CX Today's Charlie Mitchell hosts Lee Jones, Director of Elev-8 Performance.
They kick off the conversation by considering:

• What is total experience? 
• How does it work?
• What are the benefits of total experience?

Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom shares some best practices for making total experience a reality. 

CX Today's Charlie Mitchell hosts Steve Nattress, VP of Product Management at Enghouse Interactive.

In this session, we explore the ethical considerations brands must make before deploying AI in the contact center.

In doing so, we discuss:

• How has AI use has changed in the contact center over the past 2 years?
  
  
• What ethical, data privacy, and security challenges have contact centers been confronted with in that time?
  
  
• How is Enghouse approaching ethical AI to help its clients push past these challenges?
  
  
• How can contact center buyers evaluate their potential partners' ethical practices?
  
  

For on Enghouse Interactive's contact center tech philosophy, visit: https://enghouseinteractive.co.uk/

Hosted by Charlie Mitchell, Senior Editor of CX Today News - Customer Experience Technology News  - #contactcenters #ethicalai  #enghouse

For more Customer Experience tech news visit https://www.cxtoday.com

Rhys Fisher hosts Emmanuel Doubinsky, Product Director at Scorebuddy.

The pair discuss how AI and automation are being used in the Quality Assurance (QA) space. In doing so, they cover:

• The challenges that come with having access to more QA data
• The role human agents play in an increasingly AI-centric sector
• How AI will impact the future of QA

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025. 

To run through them, he's joined by:

• Barry Cooper, President of NICE CX 
• Max Ball, Principal Industry Analyst at Forrester Research

Both share their perspectives on each of the trends - as shared below:

Trend 1 – Advancements In AI Will Turn Contact Centers Into Profit Centers
Trend 2 – Contact Center Leadership Roles Will Become More Strategic and Stretch Beyond Customer Support
Trend 3 – Contact Centers Will Shift Investment from Human-Led Interactions to Reskilling the Workforce
Trend 4 – AI-Centric Customer Experience Benchmarks Come to the Fore
Trend 5 – Businesses Will Shift AI Providers to Realize Immediate Business Value

More on each of these trends is available within NICE's CX Trends for 2025 study. It also includes several more trends with expert analysis. Check it out here: https://get.nice.com/stateofcx

Alternatively, to learn more about NICE's CX tech, visit: https://www.nice.com/

Hosted by Charlie Mitchell, Senior Editor of CX Today News - Customer Experience Technology News #customerexperience #cx #nice

For more Customer Experience tech news, visit: https://www.cxtoday.com

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five prominent CX analysts to dissect the latest news in the space, including stories from Microsoft, Afiniti, and Sprinklr.

In this edition, our CX experts include:

• Zeus Kerravala, Principal Analyst at ZK Research 
• Liz Miller, VP & Principal Analyst at Constellation Research 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 
• Derek Top, Senior Analyst at Opus Research 
• Finbarr Begley, Senior Research Analyst at Cavell Group

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You can also join the conversation on our X and LinkedIn pages.

CX Today's Susie Harrison hosts Ben Booth, CEO & Co-Founder at MaxContact to explore the trends in contact centers for the year ahead.

In this session, we explore:

• The dominant trends in the contact center of 2025 and the essential tech for managers to align themselves with
• Proving ROI from AI investment and how to identify where AI is offering benefits
• Striking the optimal balance between use of AI and human agents, and how much freedom to give AI
• AI's current limitations and how to implement guardrails to ensure its safe use

CX Today's Susie Harrison hosts Sebastian Glock, Director of Product Marketing at Cognigy, to delve into agentic AI and its possibilities for CX.

In this session we cover:

• What agentic AI is
• Agentic AI's potential to revolutionize the CX market
• What Cognigy's agentic AI delivers
• How the interplay between human and digital agents is evolving
• The future for contact centers and agentic AI

CX Today's Susie Harrison hosts Alan Ranger, VP Marketing at Cognigy, for a deep dive into his role, Cognigy and innovations in AI.

Expect to dive into the heart of Cognigy's company culture, understand their key products and services, and discover how they tackle the big challenges in the tech industry

Bright Pattern Is Redefining Flexibility in Contact Centers

In this interview, Rob Scott of CX Today sits down with Michael McCloskey, CEO of Bright Pattern, to explore one of the hottest debates in contact center technology: cloud versus on-premises solutions. With a growing push from CCaaS providers towards cloud-only models, Michael explains why Bright Pattern’s philosophy of deployment flexibility—allowing companies to "have it your way"—is changing the game for organizations navigating a complex tech landscape.

Tune in to uncover:

Why the Cloud-Only Push? Gain insights into the industry trend of cloud-only solutions and the potential risks they pose to organizations looking for more customized options.
Bright Pattern's Flexible Approach: Discover how Bright Pattern's platform supports both cloud and on-premises models without sacrificing features or performance, providing a true "have it your way" experience.
Critical Compliance and Data Considerations: Hear about the importance of deployment flexibility when addressing regulatory compliance, data sovereignty, and brand trust—key factors for companies handling sensitive customer data.
AI-Driven Contact Centers: Learn how Bright Pattern’s AI capabilities enhance customer service, seamlessly integrating into both deployment types to support evolving CX strategies.
This is a must-watch for CX leaders and tech decision-makers looking to future-proof their infrastructure choices while balancing security, compliance, and innovation. Michael also shares predictions for the future of contact centers and what organizations should consider to stay competitive in a shifting market.

Next Steps:
Explore how deployment flexibility could benefit your organization’s CX strategy. For more insights and industry trends, stay connected with CX Today.

CX Today's Rhys Fisher hosts David Juniper, Group Director at ROAR B2B.

They preview the upcoming Call and Contact Centre event that takes place between November 27-28, 2024.

In doing so, they discuss:

• The challenges attendees currently face within their contact centre operations.
• How the event addresses these challenges with its agenda. 
• The flagship speaker sessions for the week. 

For more on Call and Contact Centre 2024, visit their website.

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