CX Today

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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 NICE, Salesforce, and Five9.

In this edition, our CX experts include:

•  Zeus Kerravala, Principal Analyst at ZK Research 
• Rebecca Wetteman, CEO & Principal Analyst at Valoir 
• Simon Harrison, Founder & CEO of Actionary 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
•  Martin Schnieder, VP & Principal Analyst at Constellation Research

Learn more about Zendesk's new GenAI capabilities by visiting Zendesk here.

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CX Today's Susie Harrison hosts Sam Peters, Head of Customer Success at Assembled, to cover the workplace engagement metrics you need to be tracking.

Sam explains his top five and highlights some bonus metrics that almost made his cut.

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CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec.

After an introduction to contact center Auto-QA, they discuss three use cases for generative AI (GenAI) in quality assurance.

These are:

• Use Case #1 The Additional Context Window 
• Use Case #2 The AI Prompt Designer 
• Use Case #3 LLM-based Sentiment Analysis 

They also share a quick video of each, bringing the use cases to life.

To learn more about MiaRec AutoQA, visit their website.

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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 Google, Salesforce, and Five9.

In this edition, our CX experts include:

• Liz Miller, VP & Principal Analyst at Constellation Research
• Rebecca Wetteman, CEO & Principal Analyst at Valoir
• Finbarr Begley, Senior Research Analyst at Cavell Group
• Simon Harrison, Founder & CEO of Actionary
• Martin Schneider, Head of Research at Annuitas Research

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CX Today's Charlie Mitchell hosts Blair Ferguson, Chief of Staff at ComputerTalk.

We consider how contact centers often compare CCaaS providers, and what they might miss along the way.

In doing so, we discuss:

• The flaws of the traditional tick-box process. 
• Evaluating the integrations with other critical CX platforms. 
• What should a buyer expect from a CCaaS vendor's support services? 
• Tips for isolating the best-placed CCaaS offering. 

Learn more about the ComputerTalk ice Contact Center solution by visiting ComputerTalk.

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A 2023 study by Princeton University found that "contact center operators" top the list of occupations with the highest risk of being replaced by AI.

Cue more doomsday headlines for the contact center agent.

Yet, few in the contact center industry see such a doomsday happening any time soon.

For example, 61 percent of customer service and support leaders expect headcount reductions of only five percent or less due to GenAI.

So, do those doomsday headlines have any merit? To find out, CX Today's Charlie Mitchell hosts Amy Roberge, Head of Global CX Solutions Engineering at Zoom.

During the conversation, they discuss:

• Will AI be a friend or foe to the contact center agent? 
• Why do so many headlines frame AI as a foe? 
• Examples of "AI" as a friend use cases. 
• How contact centers can start implementing these use cases. 

For more examples of how AI can assist agents, check out this demo of the Zoom Contact Center.

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CX Today's Charlie Mitchell hosts Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance. 

They present an analysis of the 2024 Gartner Magic Quadrant for CPaaS.

Together, they discuss some of the big talking points from the Gartner Magic Quadrant, which include:

• Top takeaways from the study. 
• The little movement from the 2023 edition. 
• The unlucky few to miss out on inclusion. 
• How should CPaaS buyers leverage the report? 

For a more comprehensive analysis, read our 2024 Gartner Magic Quadrant for CPaaS rundown.

To check out the event Rob mentioned, follow the link to the CPaaS Acceleration Summit 2024.

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CX Today's Susie Harrison hosts Cognigy CEO Philip Heltewig to discuss the company's plans for AI investments.

In this video, they cover:

• The involved Series C funding round process and what the outcome means for the business 
• Cognigy's plans for investment, including R&D and feature expansion
• How AI is accelerating interactions in the contact center
• Trends for generative AI in the contact center

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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, NICE, and Salesforce. 

In this edition, our CX experts include:

Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 
Simon Harrison, Founder & CEO of Actionary
Martin Schneider, Head of Research at Annuitas Research 

CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies.
 
We kickstart the conversation by introducing an outcome-first approach to customer journey AI.
 
From there, Martin shares several examples of AI in: - The Contact Center IVR - Customer Self-Service
 - The Waiting Experience
- Live Agent Conversations
 - Post-Contact Activities

Finally, we discuss the process of implementing such AI components, and share insight into the future of customer journey AI.

For more from Martin, check out Landis Technologies' YouTube channel: @landiscomputer Or, for more examples of customer journey AI, visit: https://landistechnologies.com/

Hosted by Charlie Mitchell, Senior Editor at CX Today News - Customer Experience Technology News - #customerjourneyai #contactcenter #landis

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