CX Today

Watch on YouTube.

CX Today's Charlie Mitchell hosts James Marscheider, Chief Commercial Officer at evaluagent.

We reflect on the common thought among contact center leaders that "I need to invest more in digital to meet customer demand" - and Marscheider's belief that it's a myth.

After stating his case, Marscheider discusses:

• Where does the myth comes from?
• Is it leaving voice experiences in the dark?
• Where should contact centers invest in the service experience?

We finish by teasing Marscheider's upcoming masterclass: Why CX can't hang up on the voice channel.

If you'd like to sign up, visit here.

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

You can also join in the conversation on our Twitter and LinkedIn pages.

CX Today's Charlie Mitchell hosts Mauro Carobene, Vice President of the Customer Interactions Suite at Tata Communications.

They deep dive on the Customer Interactions Suite from Tata Communications, which unifies CCaaS and CPaaS. In doing so, they discuss:

• The benefits of an all-in-one offering
• The types of business the suite typically attracts
• What the recent acquisition of Kaleyra brings to the suite
• What's next for the suite?

Watch on YouTube.

CX Today's Charlie Mitchell hosts Tatum Bisley, Product & Technology Evangelist at Cirrus.

We break down the recent news of Klarna's OpenAI-powered chatbot that supposedly does the work of 700 full-time agents.

In doing so, we discuss:

• The possible impact of the story on conversational and generative AI adoption in contact centers. 
• Whether we need to be careful when dissecting Klarna's numbers. 
• Lessons we can take away from Klarna's story. 
• Additional advice for implementing conversational AI in the contact center. 

To find out how Cirrus can help with your conversational AI deployment, visit: https://www.cirrusresponse.com/

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

You can also join in the conversation on our Twitter and LinkedIn pages.

Watch on YouTube.

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five9 prominent CX analysts to dissect the latest stories from the space - including news from Five9, Cisco, Salesforce & More.

In this edition, our CX experts include:

• Liz Miller, VP & Principal Analyst at Constellation Research 
• Rebecca Wetteman, CEO & Principal Analyst at Valoir 
• Shelly Kramer, Managing Director & Principal Analyst at SiliconANGLE & theCUBE 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 
• Simon Harrison, Founder & CEO of Actionary 

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

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

You can also join in the conversation on our Twitter and LinkedIn pages.

Watch on YouTube.

CX Today's Charlie Mitchell hosts Sean Taylor, CEO of Content Guru.

In this session, Taylor shares the news that Content Guru secured the biggest CCaaS deal of 2023 while discussing:

• Content Guru's highlights and milestones from the past 12 months. 
• The sectors that Content Guru is seeing success in. 
• The opportunities within the CCaaS market. 
• How Content Guru is approaching GenAI innovation 

To learn more about Content Guru's CCaaS platform: https://www.contentguru.com/en-gb/

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

You can also join in the conversation on our Twitter and LinkedIn pages.

Watch on YouTube.

CX Today's Charlie Mitchell hosts Kentis Gopalla, Head of Product Ecosystem for the Zoom Contact Center & Zoom Phone.

We make four predictions for the future of contact center workforce engagement management (WEM). These are:

• Workforce scheduling goes beyond the conventional contact center confines. 
• Quality assurance data starts to inform routing strategies. 
• Quality assurance will become automated, more near real-time. 
• Sources of data used for forecasting in workforce management will broaden and become more accurate. 

For more on Zoom's WEM suite, visit: https://www.zoom.com/en/products/contact-center/features/workforce-engagement-management/

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

You can also join in the conversation on our Twitter and LinkedIn pages.

Watch on YouTube.

CX Today's Charlie Mitchell introduces five contact center AI challenges.

To run through them and share solutions, he's joined by:

• Neeraj Verma, Head of Generative AI Strategy at NICE 
• GM, ElevateAI by NICE 
• Derek Top, Senior Analyst at Opus Research

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

• Challenge 1: Limited Accessibility 
• Challenge 2: Achieving Cost-Efficiency 
• Challenge 3: Comparing Different AI Models 
• Challenge 4: Ensuring Security 
• Challenge 5: Embracing the Unknown 

To learn more about ElevateAI by NICE and its 1K Every Day offer, visit: https://www.elevateai.com/

Meanwhile, for more from Opus Research, visit: https://opusresearch.net/

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

You can also join in the conversation on our Twitter and LinkedIn pages.

Watch on YouTube.

CX Today's Charlie Mitchell hosts Elizabeth Tobey, Head of Marketing for Digital Solutions at NICE.

After an introduction to the NICE Enlighten portfolio, they discuss each of its three core solutions:

• Enlighten Copilot 
• Enlighten Actions 
• Enlighten Autopilot 

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

To learn more about NICE Enlighten, visit: https://www.nice.com/products/enlighten-ai

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

You can also join in the conversation on our Twitter and LinkedIn pages.

Watch on YouTube.

In an exclusive interview at Enterprise Connect 2024, Rob Scott of CX Today delves into an enlightening conversation with Eric Brosius, Vice President of Technology Services at Sun River Health.

With a vast operation that processes over 1 million calls and serves more than 250,000 patients annually, maintaining an exceptional patient experience remains a paramount goal for Sun River Health. The organization faced a significant turning point in 2018 following the acquisition of another healthcare entity, which came with the challenge of integrating a legacy contact center estate. Amidst navigating the complexities of the pandemic, Eric spearheaded an ambitious project to overhaul their contact center infrastructure, transitioning to a cloud-based solution.

This transformation was not just about technology but also about leveraging expertise to ensure a seamless transition and to maximize the benefits of their investment. Eric shares a captivating narrative of resilience, innovation, and strategic partnership with RingCentral, highlighting how their expertise was instrumental in enhancing Sun River Health's implementation experience. This story is not only inspiring but serves as a testament to the power of technology in transforming patient care delivery.

Join us to uncover the insights, strategies, and outcomes of this transformational journey. Discover how Sun River Health has set a new benchmark in patient experience, leveraging cloud technology to ensure efficiency, scalability, and, most importantly, patient satisfaction.

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

You can also join in the conversation on our Twitter and LinkedIn pages.

Watch on YouTube.

CX Today's Charlie Mitchell hosts Dvir Hoffman, CEO at CommBox.

After an overview of the conversational AI market, we share five steps to get your contact center's AI journey off the ground. These include:

• Step 1: Identify your top 3 business needs. 
• Step 2: Build your AI model with quality data. 
• Step 3: Select the right AI offering with this product capability checklist.
•  Step 4: Measure the right KPIs using the right data. 
• Step 5: Start small with a scalable approach.

For more on the CommBox platform, visit their website.

Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.

You can also join in the conversation on our Twitter and LinkedIn pages.