CX Today

CX Today's Susie Harrison hosts Dave Hampton, Head of Managed Services at Ultima Business Solutions, to explore their evolutionary and mutually beneficial partnership with Bright Pattern. 

In this session we cover:

• How Bright Pattern's solutions have impacted Ultima's business operations and customer experience
  
  
• Some of the key challenges or pain points that Ultima was looking to address by implementing Bright Pattern's technology
  
  
• The measurable benefits seen by Ultima since working with Bright Pattern 
  
  
• How their partnership will continue to evolve
  
  

CX Today's Susie Harrison is joined by Jamie Snaddon, Managing Director, EMEA at 8x8. 

In this session, we cover:

- The biggest trend now and where it will take us next
- AI adoption trends in CX
- How the vendor landscape will change as security and regulations evolve
- Tips for maintaining or gaining a competitive advantage in this new ecosystem

CX Today's Charlie Mitchell hosts Vasili Triant, Co-CEO of UJET. Two months into the role, Triant has taken the reigns at an exciting time for the CCaaS vendor, which recently completed a $76MN funding round. During the conversation, he discussed:

• UJET's vision for the future of CCaaS
• How he will help to make that vision a reality as Co-CEO
• UJET differentiators in the CCaaS space
• Where will UJET innovate next?

Watch on YouTube.

CX Today's Charlie Mitchell presents the 2024 Gartner Magic Quadrant for CCaaS. 

He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Nerys Corfield, Director of Injection Consulting. 

Together, they consider some of the questions swirling the Gartner MQ, which include: 

• Is the inclusion criteria fair? 
• How does it reflect broader CCaaS trends? 
• How should CCaaS buyers leverage the report?

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Contact centers face many of the same challenges they always have. However, in an age of new-wave AI, continued digitization, and changing customers, they face several new obstacles, too.

Recognizing this, Brandon Knight, Global Head of CX Ecosystem at Zoom, joins CX Today's Charlie Mitchell to run through five of the most pressing contact center challenges for 2025. These are:

1. High agent turnover
2. Continued omnichannel frustration
3. Pressure to implement AI and deliver quick ROI
4. Siloed knowledge and data
5. Accelerating customer expectations

CX Today's Susie Harrison hosts Matt Yates, VP Engineering at MaxContact.

In this session, we cover:

• Harnessing the huge volumes of data available efficiently and effectively
• The key opportunities and challenges in having this data available
• Tips for implementing clear, data-driven decision making
• The impact of AI on how data is captured and the level of detail provided
• The broader impact of AI in the contact center

Watch on YouTube.

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

He's joined by six prominent CX analysts to dissect the latest news in the space, including stories from NICE, Salesforce, and Microsoft.

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 Research 
• Simon Harrison, Founder & CEO of Actionary 
• Martin Schneider, VP & Principal Analyst at Constellation Research

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.

CX Today's Susie Harrison hosts Jon Burg, VP Strategy at TechSee, for a discussion on the rise of agentic AI.

In this session, we cover:

• What agentic AI is
• How it makes decisions
• How issues of safety, robustness and unintended consequences can be mitigated
• The interplay between agentic AI and human agents in CX
• The future for this technology in replicating human cognition

CX Today's Charlie Mitchell introduces a beginner's discussion about contact center AI. For this conversation, he's joined by two industry experts:

• Anders Ruge, a Senior AI Solution Architect at Puzzel
• Martin Hill Wilson, the Founder of Brainfood Consulting

During the video both contact center experts consider:

• The many AI use cases beyond customer-facing bots
• How bots have evolved over the past five to ten years
• Where to start with contact center AI

Halfway through the recording, Ruge also shares a demo of a contact center bot, bringing to life how much simpler it now is to deploy the technology.

CX Today's Susie Harrison hosts Anand Viswanathan, AVP & Global Head of CCaaS, Tata Communications.

In this video, Anand shares his top tips on finding a best fit CCaaS platform. It also covers:

• The importance of scalability, security and compliance in making a CCaaS platform selection
• Agent productivity and efficiency