CX Today

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CX Today's Charlie Mitchell hosts Nick Delis, Senior Vice President of International and Strategic Sales at Five9.

We consider how contact centers can handle influxes of traffic.

In doing so, we discuss:

• The challenges for customer, agents, and the wider business 
• How AI can tame those challenges 
• Industry-specific considerations for retail and insurance
• Non-AI-driven tools and tactics 

For more from the Five9 team, visit their website.

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CX Today's Charlie Mitchell hosts Diego Gosmar, Chief Innovation Evangelist at XCALLY.

We discuss some of the ethics of deploying conversational, generative, and voice AI technologies for customer experience use cases.

• The four pillars of sustainable conversational AI 
• The new dangers of conversational AI 
• Ethical principles for deploying conversational AI 
• Customer success stories 

For more insights from the XCALLY team, visit their website.

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CX Today's David Dungay hosts Andriy Zakharchenko, Product Evangelist, Cyara. 

In this session we discuss the following: 

• The best time to start integrating a performance testing plan in your cloud migration journey? 
• Testing strategies and best practices 
• Risks associated with insufficient training and awareness of cloud environments during migration? 

To find out more, visit Cyara.

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Join us for an eye-opening interview with Brandon Knight, Global Head of Zoom CX Channel & Ecosystem, as we dive deep into Zoom's groundbreaking innovations in the Contact Center as a Service (CCaaS) market. 

Brandon shares exclusive insights into Zoom's rapid pace of innovation, boasting over 600 new features in just 18 months! Discover how Zoom's AI-driven Companion is setting new standards in customer engagement and why it's offered FREE for paid Zoom users. 

We also discuss Zoom's long-term objectives, including its ambition to become a one-stop solution for all customer engagement needs. Learn about the upcoming features that promise to redefine the CCaaS landscape, including AI Expert Assist, Outbound Dialer capabilities, and much more! 

Don't miss Brandon's take on Zoom's potential to dominate the Gartner CCaaS Magic Quadrant by 2024. 

Stay tuned and hit that 'Subscribe' button for more exclusive CX tech insights.

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CX Today's Charlie Mitchell presents an inspection of the 2023 Gartner Magic Quadrant for CPaaS.

He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance.

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

• The report's significance for the CPaaS space 
• Twilio has got competition! 
• Telcos influencing the CPaaS market 
• The unlucky few to miss out on inclusion

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CX Today's Charlie Mitchell hosts Corey Savory, Vice President of Customer Experience & Service at Traeger Grills.

We walk through Traeger Grills' CCaaS migration and Internet of Things (IoT) implementations, and discuss:

• Traeger Grills' contact center transformation story 
• How it implemented IoT in the contact center 
• How does IoT fit into Traeger Grills' data strategy 
• The results of its transformation 
• Advice for contact centers embarking on their transformation journeys

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CX Today's Charlie Mitchell hosts Clare Muscutt, Founder and CEO of Women in CX.

In this session, we introduce the Women in CX conference, discussing:

• What is Women in CX?
• When and where is the conference, and why should you attend?
• How the event differs from the usual CX conference
• Sessions to looking forward to
• Where can you sign up?

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CX Today's Charlie Mitchell presents the latest trending news from Dreamforce 2023.

He's joined by four prominent CX analysts to dissect the biggest stories from the event - including the new Einstein 1 Platform, its Copilot, and more.

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 
• Dan Miller, Lead Analyst and Founder of Opus Research

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CX Today's Charlie Mitchell hosts Nerys Corfield, Director of Injection Consulting, and Thomas John, Vice President Partners EMEA & International at Five9.

After quick intros, we consider the discovery work that is necessary before considering CCaaS platform.

That leads us into a conversation around the following "things to look for in a CCaaS provider":

• Industry expertise 
• References 
• Freedom to move 
• Financial stability 
• Ecosystem 
• All the Others! 

If you're looking for more information on this topic, check out The Five9 Buyers Guide.

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

In this session, we consider the evolution of video within the contact center space, discussing:

• Why the video boom never happened in CX 
• The sectors that have rushed to embrace video and relevant use cases 
• The sectors that haven't yet, but may be missing an opportunity 
• Up-and-coming video innovations that will pull the channel forward 
• How Content Guru is preparing for the future of video 

If you're looking for more information about Content Guru's storm LINK solution, visit Content Guru.

To delve deeper into the NHS case study: https://www.contentguru.com/en-gb/resources/case-studies/nhs-111-london/

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