CX Today's Charlie Mitchell introduces a demo of a voicebot that combines Azure’s new Open AI platform with Azure Communication Services Call Automation and Azure Cognitive Services to excellent effect.

He then speaks to its developer, Jason Shave - a Senior Software Engineering Manager at Microsoft - and his colleague Roy Dehing, Principal Program Manager at Microsoft, to discuss the potential of such innovation.

In doing so, they consider:

• The process of creating such a voicebot
• Can businesses create a similar bot to answer customer queries?
• What advantages does this GPT-powered bot have over the conversational AI currently on the market?
• The potential of Azure's Open AI platform to improve other elements of customer experience

CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. 

In this session, we discuss:

• Bradley's Conversational AI Industry Landscape Map
• Emerging vendors within the market
• How ChatGPT has disrupted the conversational AI landscape.
• Why attend Project Voice 2023?

CX Today's Charlie Mitchell hosts Colin Shaw, Founder & CEO of Beyond Philosophy.

In this session, we consider how brands can create more memorable customer experiences, discussing:

• The importance of memory in CX.
• How the peak-end rule influences customer journey design.
• Isolating the emotions that drive value to customers.
• How video supplements a memory-driven CX approach.

CX Today's Charlie Mitchell hosts Jóhann Hannesson, Lead Product Manager at Streem.

In this session, we discuss how businesses can get started with video customer service, considering: 

• Where should contact centers start when piecing together a video strategy?
• How can contact centers identify where video will add value?
• Which video use cases typically add most value to the contact center?
• How can contact centers measure the success of their video strategy?
• What should contact centers look for in a video solutions vendor?

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 Avaya, AWS, Genesys, and OpenAI (ChatGPT).

In this edition, our CX experts include:

• Jon Arnold, Principal of J Arnold & Associates
• Liz Miller, VP & Principal Analyst at Constellation Research
• Rebecca Wetteman, Principal at Valoir
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

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

After intros, we discuss how contact centers can prepare for the looming recession, sharing best practices such as:

• Have a plan!
• Identify areas where you can increase operating efficiencies
• Isolate gaps in your customer journey – and fix them!
• Make a business case for technology investments – and that includes the cloud
• Use testing to speed up improvement projects
• Make sure your disaster recovery and business continuity plan is watertight

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:

• What is CPaaS?
• What is it allowing customers to do, which they couldn't before?
• What changes in the market have paved the way for the growth of CPaaS?
• How will the rise of 5G push CPaaS growth further?
• Examples of exciting CPaaS use cases
• 2023 predictions for CPaaS

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

In this session, we discuss the following:

• How is the global macro situation impacting these migration projects right now, and is it expected to change?
• Does cloud fit EVERY need, are some customers just better off staying on-prem?
• Is complexity still an issue for those customers with unique requirements?
• How should a customer prepare for a migration, and what should they be thinking about?

CX Today's Charlie Mitchell hosts Dave McDowell, Senior Technical Consultant at Enghouse Interactive.

In this session, we consider the options for integrating Microsoft Teams with the contact Centre, discussing:

• The benefits of a Microsoft Teams contact centre integration
• The models that contact centre can harness when migrating their contact centre to Teams
• What differentiates Enghouse's approach?
• How a Microsoft Teams integration helps to future-proof the contact centre and broader business

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

In this session, we consider:

• Why are more brands tying together customer and employee experiences?
• The first steps for converging CX and EX
• Convincing execs to take EX seriously as a means of improving CX
• How Webex is helping brands to enhance employee experiences
• How Cisco is walking the walk