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 four prominent CX analysts to dissect the latest stories from the space - including news from Genesys, Salesforce, Google, and Five9.

In this edition, our CX experts include:

• Shelly Kramer, Principal Analyst at V3B 
• Zeus Kerravala, Principal Analyst at ZK Research 
• Liz Miller, VP & Principal Analyst at Constellation Research 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

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CX Today's Charlie Mitchell hosts Manan Sagar, Global Head of Insurance at Genesys.

We discuss Genesys's sector-specific approach to CCaaS and deep dive on insurance, considering: 

• How Genesys innovates across sectors
• The challenges insurers face in improving service experiences
• How Genesys supports its customers in overcoming these challenges
• The roles of prominent service providers, like Verizon

If you'd like to find out more about Genesys's CCaaS solutions, visit: https://www.verizon.com/business/products/contact-center-cx-solutions/

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CX Today's Kieran Devlin is joined by MaxContact's CEO Ben Booth and VP of Engineering Matt Yates to discuss AI's impact on the contact centre.

In this session, they discuss:

• The topics range from how AI might impact both the customer and agent experience
• How it will affect companies' security and compliances policies
• What the future holds for AI in the contact centre

If you're looking for more information on this topic visit https://www.maxcontact.com

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CX Today's Charlie Mitchell hosts Mackenzie Ellis, a Solutions Specialist at ComputerTalk.

We discuss some of the challenges businesses may face when running a contact center on Microsoft Teams, including:

• IVR and managing call queues 
• Rigid reporting 
• Inflexible recording 
• Application integration 
• Achieving omnichannel

If you'd like to find out more about ComputerTalk's ice Contact Center for Microsoft Teams, visit ComputerTalk.

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CX Today's Charlie Mitchell hosts Stuart Mcapherson-Woods, Support Operations Manager at the World Wildlife Fund (WWF). 

We discuss the WWF's CCaaS implementation, considering: 

• Why did the WWF decide it was time to commit to a contact center transformation? 
• What did it look for in a contact center partner? 
• What lessons from this journey to select a CCaaS provider, would the WWF share with other businesses? 
• How will the will enable the WWF to improve supporter experience? 

To learn more about the WWF's efforts to protect endangered species, visit their website, World Wildlife Fund.

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CX Today's Charlie Mitchell presents a deep-dive of the 2023 Gartner Magic Quadrant for CCaaS.

He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Liz Miller, VP & Principal Analyst at Constellation Research.

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

• Talkdesk losing its market leader status 
• Genesys maintaining its pole position 
• NICE being unable to break free 
• Is Cisco's positioning reasonable?

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CX Today's Charlie Mitchell hosts Edgar Polak, IT Area Manager at DPG Media.

We walk through DPG Media's CCaaS migration, and discuss:

• Challenge's of DPG Media's on-premises environment. 
• DPG Media's radical CCaaS migration approach, vendor selection process, and results. 
• Lessons for other contact centers migrating complex architectures to the cloud.

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CX Today's Charlie Mitchell hosts Kyle Johnson, President & CEO of Lighthouse Works. 

We consider Lighthouse Works' strategy to create more career opportunities for the blind and visually impaired.

In doing so, we discuss:

• The drivers behind Lighthouse Work's strategy to employ blind and visually impaired contact center staff 
• How it worked with Genesys to create an accessible contact center environment 
• The results of the contact center transformation process 
• The impact on metrics and future plans.

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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 Microsoft, Salesforce, and Zoom.

In this edition, our CX experts include:

Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, Principal at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Shelly Kramer, Principal Analyst at V3B
Martin Schneider, Head of Research at Annuitas Research 

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CX Today's Charlie Mitchell hosts Melissa Bell, the Executive Leader of Practice Quality at Barnardo's Australia. 

We discuss Barnardo's CRM implementation, considering: 

• Why did Barnardo's implement a new CRM platform? 
• What did the charity look for in a CRM vendor? 
• Which solutions did Barnardo's deploy, and how will they advance your global operations? 
• Lessons for brands looking to find a new CRM partner

To learn more about Barnardo's efforts to support children and young people, visit: https://www.barnardos.org.uk/

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