CX Today

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Email is still the second most leveraged channel for inbound customer conversations. Yet, email service experiences continue to underwhelm. Recognizing this, we got in touch with Jonathan Barouch, Founder & CEO of Local Measure, to record this discussion. 

In doing so, we considered how contact centers can step up their email game, discussing:

• The challenges of email customer service, and how to overcome them.
• Supporting agents to deliver better email customer service.
• Assistive technologies that can transform the email experience. 

To learn more about the Local Measure Omnichannel CCaaS platform, visit: https://www.localmeasure.com/

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According to Gartner, the contact center is one of the top three business areas where enterprises want to deploy generative AI (GenAI).

Recognizing this, we got in touch with Jonathan Barouch, Founder & CEO of Local Measure, to record this discussion.

In doing so, we considered how contact centers can best deploy the technology, discussing:

• The first step to implementing contact center GenAI. 
• The dangers of deploying GenAI to only cut costs. 
• Local Measure's new GenAI-powered real-time translation tool. 
• More contact center GenAI use cases. 

To learn more about the Local Measure GenAI-powered CCaaS platform, visit their website.

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CX Today's Charlie Mitchell hosts Tony Masis, VP, GM, & Leader of Customer Management Services (CSM) at Shyft Global Services.

They deep dive on customer experience outsourcing, discussing:

• The business challenges that cause companies to consider CX outsourcing
• Considerations for selecting a CX outsourcing partner
• Best practices to get the most from outsourcing relationships
• What does an outsourcing partnership look like in practice?
• The future of CX outsourcing

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Zoom entered the CCaaS space two years ago, and has since gained significant momentum in the market.

Recognizing this, we got in touch with Brandon Knight, Global Head of Zoom Customer Experience Channel & Ecosystem, to record this discussion.

In doing so, we considered Zoom's contact center journey so far and where it's heading, discussing:

• The Zoom Contact Center's cloud-native foundation 
• Its differentiative CCaaS innovations 
• Zoom's burgeoning CCaaS partner base 
• The growth of Zoom's CCaaS customer base 
• Its goals in the enterprise 
• Where will the Zoom Contact Center be two years from now? 

For a visual tour of the Zoom Contact Center, visit: https://guidedtours.zoom.us/tour/zoom-clips/

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CX Today's Tom Wright hosts Nigel Mansfield, Standard Focus.

In this interview from Avaya Engage we discuss the latest AXP innovations, and more the growth of Standard Focus as an organization, omnichannel, the Avaya AACC platform, and more!

If you're looking for more information on this topic visit Avaya.

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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 stories from the space - including news from Salesforce, Informatica, Avaya, Genesys, & ServiceNow.

In this edition, our CX experts include:

• Zeus Kerravala, Principal Analyst at ZK Research 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 
• Simon Harrison, Founder & CEO of Actionary 
• Keith Kirkpatrick, Research Director at The Futurum Group 
• Martin Schneider, Head of Research at Annuitas Research 

Stay up to date with the latest in CX space by subscribing to our newsletter, visit: https://www.cxtoday.com/account/

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limehome's lifted its NPS score by an impressive 22 percent after embracing an experience-led growth strategy.

To dive deeper into how the hospitality giant achieved the result, CX Today's Charlie Mitchell caught up with Julia Zuber, Customer Insights Lead at limehome, and David Ascott, Strategy Lead at Chattermill.

They discuss:

• Why did limehome embrace the experience-led growth concept? 
• limehome's approach to experience-led growth 
• Initiatives that limehome ran to achieve experience-led growth 
• The results of limehome's new strategy 
• Advice for achieving experience-led growth 

For more on the tech that limehome leveraged, visit Chattermill.

Want to take Chattermill's Experience-Led Growth Maturity Online Evaluation? If so, visit: https://chattermill.com/experience-led-growth-maturity-assessment

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CX Today's David Dungay speaks to Michael McCloskey, CEO, Bright Pattern.

In this session, we discuss the following:

• Where AI is having THE MOST impact in the contact center 
• AI use cases 
• Practical tips for implementing AI 

For more information, visit Bright Pattern: https://www.brightpattern.com/

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According to Gartner - as of 2023 - at least 70 percent of contact center agents work from legacy infrastructure.

That reflects the hesitancy that many contact centers - particularly those within large enterprises - have in migrating to the cloud.

CX Today's Charlie Mitchell is joined by Jon Arnold, Principal of J Arnold & Associates, and Matt McKernan, SVP of the Americas at Content Guru, to dive deeper into this trend.

In doing so, we consider:

• The critical blockers to enterprise CCaaS migrations. 
• The tricky workloads to move to the cloud. 
• Troubles within the public sector specifically. 
• What should a complex, enterprise contact center look for in a CCaaS provider? 

Content Guru is a stalwart CCaaS provider, trusted by many large enterprises. To learn more about their tech portfolio, visit Content Guru.

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