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 stories from the space - including news from AWS, RingCentral, Salesforce, and Webex.

In this edition, our CX experts include:

• Dave Michels, Lead Analyst at TalkingPointz.com
• Shelly Kramer, Principal Analyst and Founding Partner at Futurum Research
• Jon Arnold, Principal of J Arnold & Associates
• Liz Miller, VP & Principal Analyst at Constellation Research
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

Fauscette is also a judge at our 2023 CX Awards. For more details into the event - and to possibly enter - visit this page.

Rob Scott from CX Today hosts Genefa Murphy, CMO, Five9 and Clare Muscutt, Founder & CEO, Women in CX and together they share their CX predictions for the year ahead!

Watch the video to reveal their 2023 predictions!

If you're looking for more information on this topic, visit Five9.

CX Today's Charlie Mitchell hosts Alberta Bosco, Product Marketing Director at Puzzel.

In this session, we explore the latest CCaaS innovations from Puzzel, discussing:

• How Puzzel packages its CCaaS solutions
• Its new Discover and Embrace CCaaS packages
• Which businesses the packages are best-suited for
• Future CCaaS innovations from Puzzel

CX Today's Charlie Mitchell hosts Frank Sherlock, VP International at CallMiner.

In this session, we consider the current state of CX, discussing:

• Key takeaways from CallMiner's latest CX research
• The lack of believe in CX across many organisations
• Notable CX delivery challenges
• Reasons for hope in the future of CX

If you're interested in downloading the report that this conversation centers on, visit this page.

CX Today's Charlie Mitchell hosts Ben Neo, Head of Enterprise Sales EMEA at Zoom Phone.

In this session, we delve into some of the biggest announcements from Zoomtopia 2022, discussing:

• The launch of the Zoom Virtual Agent
• New additions to Zoom IQ
• Updates to the Zoom Contact Center
• Zoom's vision for customer experience

CX Today's Charlie Mitchell hosts Alain Mowad, Director of Product Marketing at Talkdesk.

In this session, we consider how contact centers can cut costs without sacrificing CX, discussing:

• How to lower demand and handling times with AI
• More ways in which AI can lower contact center costs
• How Talkdesk customers have benefited from AI implementations
• Talkdesk's cost-cutting masterclasses

CX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst at ZK Research.

In this session, we discuss the entrance of Salesforce and Google in the CCaaS space, considering:

• Who is the target market for the Salesforce Contact Center?
• How hard will Google go on CCaaS?
• The current state of the CCaaS market

CX Today's David Dungay hosts Joe Lochinski, Service Automation & Analytics Manager, BISSELL.

In this session, we discuss the following:

• Biggest CX challenges faced by BISSELL
• How Five9's portfolio created ROI
• Keeping Consumer Care front of mind

If you're looking for more information on this topic, visit this page.

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

CX Today's Charlie Mitchell hosts Nerys Corfield, Director of Injection Consulting, and Genefa Murphy, Chief Marketing Officer at Five9.

In this session, we discuss the following trends:

• How the contact centre agent role is changing
• Which agent support technologies are coming to the fore?
• Exciting agent experience trends
• How Five9 is evolving to meet these trends
• Agent of the future predictions

If you're looking for more information on this topic, visit this page.

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

CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer, Sabio.

In this session, we assess the future of voice in CX, discussing:

• The role of voice in CX
• Voice innovations, from bots to biometrics
• How smart speakers may change CX
• Predicts for the future of voice

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.