CX Today's Charlie Mitchell hosts Robin Gareiss, CEO and Principal Analyst at Metrigy, and Jonathan Allan, Chief Marketing Officer at Puzzel.

After intros and a quick summary of Puzzel's place within the CCaaS space, we discuss the following three trends:

• AI reimagining contact centre solutions
• Reoccurring omnichannel woes
• The rise of visual engagement

CX Today's Charlie Mitchell hosts Tony Lorentzen, SVP & General Manager, Nuance (now part of Microsoft).  

CX Today's Charlie Mitchell hosts Annie Weinberger, Head of Business Applications Product Marketing at AWS.

CX Today’s Charlie Mitchell hosts Zeus Karravala, Founder and Principal Analyst, ZK Research.

CX Today's Sandra Radlovački hosts Genefa Murphy, Chief Marketing Officer at Five9. 

CX Today's Charlie Mitchell hosts Nick Dicksee, Avaya International CPaaS Specialist Lead.

CX Today's Charlie Mitchell hosts Brian Atkinson, Vice President EMEA at Five9. 

CX Today's Charlie Mitchell hosts Jen Bailin, Chief Revenue Officer (CRO) at SAP Customer Experience. 

CX Today's Charlie Mitchell hosts with Matthias Goehler, CTO EMEA at Zendesk.

CX Today's Charlie Mitchell hosts Martin Taylor, Director of Content Guru.

In this session, we consider the future of video in the contact centre, discussing:

• Why are some contact centres turning to video? 
• Use cases for video in the contact centre 
• Critical features of a video solution for contact centres 
• Differentiators of the Content Guru storm video solution? 
• Examples of excellent video contact centre video strategies