CX Today's Charlie Mitchell hosts Shervin Shaffie, Principal Technical Specialist at Microsoft.

In this session, we consider how to integrate Microsoft Teams with the contact center, discussing:

• Why should contact centers consider integrating Teams into their technology stack?
• The three models for integrating Teams into the contact center (Connect, Extend, and Power)
• How can contact centers determine the right option for them?
• The launch of Microsoft's own contact center, with embedded Teams capabilities

 If you're looking for more insights from Shaffie, visit this page.

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CX Today's Sandra Radlovački hosts Antonio Gonzalez, Senior Manager of Industries Research & Insights, Talkdesk.

In this session we discuss the following:

• What is curbing contact centre leaders' AI ambitions?
• Top barriers to AI maturity
• How do talent gaps affect AI deployment?
• What can companies do to become more AI mature?

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CX Today's Rob Scott hosts Gayathri Krishnamurthy, AVP, Product Marketing at RingCentral.
 
It goes without saying that #contactcenter leaders need to create fast, responsive, and frictionless experiences for customers. Second, the ability to switch between channels is also quickly becoming table stakes in today's world. In this interview, we're going next level by discussing what happens when companies fuse #customerexperience with #employeeexperience for more memorable customer interactions.

Download the full eBook here: https://www.cxtoday.com/balancing-ex-...

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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 now
• What typically sets market leaders apart?
• Surprising findings within the Omdia report
• The future of customer engagement platforms

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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?

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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 journeys
• How collaborative intelligence can help
• Finding the best balance of bots and humans
• Use cases for collaborative intelligence

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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 Masarek
• How Masarek's approach may differ to when he took the reigns at Vonage
• What does the future look like at Avaya?

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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 Metaverse
• Hybrid Working
• Video
• Conversational AI
• Hyper-Personalization

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?

CX Today's Charlie Mitchell hosts Bruce Temkin, Head of Qualtrics XM Institute.