CX Today

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CX Today's Charlie Mitchell hosts Mark Wood, Senior Product Manager at Streem. 

In this session, we discuss how businesses can add video to Salesforce, considering: 

• Where can video really add value in support workflows? 
• The challenges businesses encounter when integrating video into their existing Salesforce workflows 
• How to overcome those challenges 
• Examples of Salesforce workflows brands can improve with video 
• Streem as a partner for adding video to Salesforce 

To uncover more about Streem's video solutions, visit Streem.

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CX Today's Charlie Mitchell hosts Lalo Luna, Global Strategy & Insights Leader at The HEINEKEN Company.

We consider Heineken's evergreen strategy and how it helps to drives better customer experiences. In doing so, we discuss:

• What is Heineken's "evergreen strategy"? 
• How it enables next-level customer insights
• How employees leverage those for customer-centricity
• 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 three prominent CX analysts to dissect the latest stories from the space - including news from Verint and Genesys. 

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 

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CX Today's Charlie Mitchell hosts Joep Everts, SVP of Customer Service at Elsevier. 

We discuss Elsevier's contact center transformation journey, considering: 

• Why did Elsevier decide it was time to revamp its customer experience? 
• What goals did the business set at the start of the transformation process? 
• Why did Elsevier choose Qualtrics to help you meet those goals? 
• The results of the transformation? 
• What lessons did you Elsevier throughout the transformation? 

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CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio. 

We consider the evolution of generative AI and how it is influencing the contact center space. In doing so, we discuss: 

• The most exciting generative AI announcements so far 
• The possible contact center use cases 
• How generative AI may impact the contact center of the future 

To deep dive into the eBook mentioned at the end of the conversation, visit: https://go.sabiogroup.com/ai-and-automation-to-empower-agents.html

For Sabio's thought leadership on all things CX, visit: https://sabiogroup.com/blog

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CX Today's Charlie Mitchell hosts Jean-Nicolas Robitaille, Vice President of Product Management at ComputerTalk. 

We consider how to how businesses can better run their customer communications through Microsoft Teams, discussing: 

• The challenges contact centers face when leveraging Teams for customer communications
• How ComputerTalk's new softphone offering helps brands overcome these challenges
• Other ways ComputerTalk optimizes the native Teams voice offering
• Running an omnichannel contact center on Teams

 If you'd like to find out more about ComputerTalk's new softphone, visit: https://www.computer-talk.com/product/contact-center-modules/softphone

If you'd like to find out more about ComputerTalk's ice Contact Center for Microsoft Teams, visit: https://www.computer-talk.com/product/enterprise-contact-center/ice-contact-center-for-teams

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CX Today's Rob Scott hosts Leonardo Declich, Director, CX Digital Transformation at Frontier Airlines. 

We reflect on why Frontier chose to get rid of its contact center voice channel, discussing:

• Why did Frontier make the decision? 
• How it used conversational AI to plug the gap
• The outcomes so far
• Lessons for brands considering a similar move

For more end-user stories, subscribe to CX Today here: https://www.cxtoday.com/account/

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CX Today's Charlie Mitchell hosts Buddy Waddington, an Insights & AI Solutions Specialist Manager at Sprinklr. 

We break down Sprinklr AI+, the CX vendor's new suite of Generative AI innovations. 

In doing so, we discuss: 

• What is Sprinklr AI+? 
• What problems will it help businesses solve? 
• What differentiates the offering from other generative AI platforms on the market? 
• How does it support brands in isolating insights from social media data? 
• What are the standout features for Sprinklr's CCaaS customers? 

To find out more about Sprinklr AI+, visit: https://www.sprinklr.com/products/platform/ai/

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

We consider the topic and sentiment analysis in the contact center, discussing:

• Definitions for topic and sentiment analysis 
• The many contact center use cases for both 
• The benefits of these use cases 
• Implementing topic and sentiment analysis solutions 

If you'd like to find out more about MiaRec's conversational intelligence solutions, visit MiaRec.

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CX Today's Charlie Mitchell hosts Tatiana Polyakova, Chief Operating Officer at MiaRec. 

We discuss five contact center use cases for conversational intelligence solutions. These are:

• Use Case 1 - Capturing the true voice of the customer 
• Use Case 2 - Monitoring customer AND agent sentiment 
• Use Case 3 - Uncovering the root causes of customer issues 
• Use Case 4 - Automating quality management processes 
• Use Case 5 - Redacting sensitive customer data 

To find out more about how MiaRec can help with the latter, visit MiaRec.

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