CX Today

CX Today's Charlie Mitchell introduces five AI use cases for customer experience, with a specific focus on contact centers.

To help run through all of them, he's joined by: Chris Crosby, Founder & CEO of Ventures CX Chandler Galt, Senior Product Marketing Manager of the Zoom Contact Center.

 Both guests share their perspectives on the following use cases, one as a contact center leader and another as a tech specialist. 

1. Customer Intent Modelling 
2. GenAI-Powered Virtual Agents
3. Real-Time Agent Assistance
4.  Auto-QA
5. Feedback Analysis

To learn more about the Zoom Contact Center, visit Zoom.

CX Today's Kieran Devlin speaks to Blair Ferguson, Chief of Staff at ComputerTalk.

In this session, we discuss the following:

• An introduction to ComputerTalk as a market leader and brand
• A deep dive into ComputerTalk's products and go-to-market and implementation strategies
• How ComputerTalk addresses technology problem solving and innovation

CX Today's Charlie Mitchell hosts Dom McDonald, CEO of ULAP.

They introduce ULAP Voice and how the solution ensures compliance in enterprise communications, with a non-AI led strategy. In doing so, they discuss:

• What makes ULAP Voice unique?
• Why does ULAP takes a non-AI-led approach?
• Examples of how regulators might influence the adoption of solutions like ULAP Voice
• Challenges and priorities that lead customers to choose solutions like ULAP Voice
• What innovations or features is ULAP prioritizing to meet its customers’ evolving needs?

CX Today's Charlie Mitchell hosts Lee Jones, Director of Elev-8 Performance.
They kick off the conversation by considering:

• What is total experience? 
• How does it work?
• What are the benefits of total experience?

Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom shares some best practices for making total experience a reality. 

CX Today's Charlie Mitchell hosts Steve Nattress, VP of Product Management at Enghouse Interactive.

In this session, we explore the ethical considerations brands must make before deploying AI in the contact center.

In doing so, we discuss:

• How has AI use has changed in the contact center over the past 2 years?
  
  
• What ethical, data privacy, and security challenges have contact centers been confronted with in that time?
  
  
• How is Enghouse approaching ethical AI to help its clients push past these challenges?
  
  
• How can contact center buyers evaluate their potential partners' ethical practices?
  
  

For on Enghouse Interactive's contact center tech philosophy, visit: https://enghouseinteractive.co.uk/

Hosted by Charlie Mitchell, Senior Editor of CX Today News - Customer Experience Technology News  - #contactcenters #ethicalai  #enghouse

For more Customer Experience tech news visit https://www.cxtoday.com

Rhys Fisher hosts Emmanuel Doubinsky, Product Director at Scorebuddy.

The pair discuss how AI and automation are being used in the Quality Assurance (QA) space. In doing so, they cover:

• The challenges that come with having access to more QA data
• The role human agents play in an increasingly AI-centric sector
• How AI will impact the future of QA

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025. 

To run through them, he's joined by:

• Barry Cooper, President of NICE CX 
• Max Ball, Principal Industry Analyst at Forrester Research

Both share their perspectives on each of the trends - as shared below:

Trend 1 – Advancements In AI Will Turn Contact Centers Into Profit Centers
Trend 2 – Contact Center Leadership Roles Will Become More Strategic and Stretch Beyond Customer Support
Trend 3 – Contact Centers Will Shift Investment from Human-Led Interactions to Reskilling the Workforce
Trend 4 – AI-Centric Customer Experience Benchmarks Come to the Fore
Trend 5 – Businesses Will Shift AI Providers to Realize Immediate Business Value

More on each of these trends is available within NICE's CX Trends for 2025 study. It also includes several more trends with expert analysis. Check it out here: https://get.nice.com/stateofcx

Alternatively, to learn more about NICE's CX tech, visit: https://www.nice.com/

Hosted by Charlie Mitchell, Senior Editor of CX Today News - Customer Experience Technology News #customerexperience #cx #nice

For more Customer Experience tech news, visit: https://www.cxtoday.com

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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 news in the space, including stories from Microsoft, Afiniti, and Sprinklr.

In this edition, our CX experts include:

• Zeus Kerravala, Principal Analyst at ZK Research 
• Liz Miller, VP & Principal Analyst at Constellation Research 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 
• Derek Top, Senior Analyst at Opus Research 
• Finbarr Begley, Senior Research Analyst at Cavell Group

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CX Today's Susie Harrison hosts Ben Booth, CEO & Co-Founder at MaxContact to explore the trends in contact centers for the year ahead.

In this session, we explore:

• The dominant trends in the contact center of 2025 and the essential tech for managers to align themselves with
• Proving ROI from AI investment and how to identify where AI is offering benefits
• Striking the optimal balance between use of AI and human agents, and how much freedom to give AI
• AI's current limitations and how to implement guardrails to ensure its safe use

CX Today's Susie Harrison hosts Sebastian Glock, Director of Product Marketing at Cognigy, to delve into agentic AI and its possibilities for CX.

In this session we cover:

• What agentic AI is
• Agentic AI's potential to revolutionize the CX market
• What Cognigy's agentic AI delivers
• How the interplay between human and digital agents is evolving
• The future for contact centers and agentic AI