CX Today

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CX Today's Charlie Mitchell presents a rundown of Dreamforce 2024, Salesforce's hallmark annual event.

He's joined by five prominent CX analysts to dissect the headlines, including:

• Zeus Kerravala, Principal Analyst at ZK Research 
• Liz Miller, VP & Principal Analyst at Constellation Research 
• Rebecca Wetteman, CEO & Principal Analyst at Valoir 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 
• Arun Prateek, a Senior Analyst at Everest Group

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CX Today's Charlie Mitchell hosts Jo Sverre Lindem, Chief Customer Officer at Puzzel.

We consider how contact centers can get the most out of your CCaaS investment, discussing:

• Where have many CCaaS providers gone wrong in supporting their customers?
• What do vendors - and Puzzel - specifically do differently to better support customers?
• The value of a CCaaS Optimization Program to ensure continued CCaaS ROI
• Customer stories of getting the most out of their CCaaS program via Puzzel's Optimization Program

CX Today's Charlie Mitchell hosts Steve Blood, VP of Market Intelligence and Evangelism at Five9.

We reflect on 2024, considering the challenges and opportunities of contact center AI. In doing so, we discuss:

• The challenges of 2024, and what has caused them?
• What lessons should contact centers take forward?
• What do the brands performing best with contact center AI have in common?
• How is Five9 setting its customers up for success with contact center AI?

CX Today's Susie Harrison joined Puzzel CEO Frederic Laziou to discuss the transition from on-premise to cloud.

In this conversation we cover:

• The reasons enterprises stay on-prem or move to the cloud
• The challenges of moving to CCaaS and what companies can expect from it, including pitfalls
• Top tips on starting the journey

CX Today's Charlie Mitchell hosts Bernie Lee, VP of Product Engineering at ComputerTalk.

We discuss three of the latest GenAI innovations that CCaaS provider ComputerTalk is bringing to its ice Contact Center platform, and how to deploy them.

In doing so, we consider:

• Use Case 1 - Case Summarization
• Use Case 2 - Customer Sentiment Analysis
• Use Case 3 - Automated Follow Ups
• What's the process for implementing these use cases?
• What's coming in terms of future innovation?

CX Today's Susie Harrison hosts Malte Kosub, CEO and Co-Founder of Parloa.

In this episode, we consider:

• Market changes in customer support and how businesses can prepare for them, both physically and in mindset
• How to get started with AI in contact centers
• How to leverage AI agents safely and reliably

CX Today's Charlie Mitchell hosts Ashley Griggs, Head of Sales and Strategic Partnerships at ElevateAI by NICE.

After an introduction to the NICE ElevateAI, we discuss:

• How to set up ElevateAI
• The GenAI use cases within ElevateAI
• How the "Ask Elevate" feature works
• Which models power ElevateAI's GenAI?

We also share video demos throughout, bringing the solution to life.

CX Today's Charlie Mitchell hosts Simon Harrison, Founder & CEO of Actionary.

They kick-off the conversation by considering:

• What's driving vendors into CCaaS from adjacent spaces?
• What impact is this having on the traditional CCaaS players?
• Which CCaaS vendors will be best placed for success?

Chris Morrisey, Head of CX Sales at Zoom, then joins the conversation to discuss:

• Why will Zoom have an edge in the CCaaS market of tomorrow?
• How will the breadth of Zoom's offering support its CCaaS charge?

To learn more about Zoom's CCaaS offering, check out this demo of the Zoom Contact Center.

Alternatively, to dive deeper on the future of CCaaS, register for our upcoming webinar here.

CX Today's Charlie Mitchell introduces a discussion on why businesses may wish to keep their contact center operations on-premise. For this discussion, he's joined by two industry experts:

• Michael McCloskey, CEO of Bright Pattern
• Nicolas de Kouchkovsky, Principal Analyst at CaCube Consulting

During the video both contact center specialists answer the questions:

• What’s driving large contact center vendors to shift their portfolio from on-prem to the cloud?
• Why would customers want to stay on-prem and not move to cloud?
• What should customers who require on-prem look for in a vendor?

CX Today's Charlie Mitchell hosts Jim Payne, Director of Product Marketing for Customer Experience at RingCentral. They kick-off the conversation and then:

• Introduce RingCentral's RingCX platform
• Discuss its new Agent Assist and Supervisor Assist solutions
• Standout capabilities of the new solutions

Dave Michels, Lead Analyst at TalkingPointz, then joins the conversation to discuss:

• Eye-catching features of the Agent Assist and Supervisor Assist solutions
• RingCentral's position within the broader CCaaS market