CX Today

Watch on YouTube.

Clare Muscutt, Founder, Women in CX hosts Susanna Baque, Senior Director Global CX, SCIEX, Renee Fokken, Director of CX, Cisco, Czarina Sheikh Mathew, Business Excellence Exec, The Access Group & Shameem Smillie, Founding Member, Women in CX. 

In this session we discuss the following:

• What has been the big evolution in CX over the last few years and what part has tech played in that? 
• How does lack of diverse leadership impact the challenges we are seeing in CX? 
• What kinds of experiences have impacted you along your journey? 

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 David Dungay hosts Courtney Goodsell, Product Manager at Mavenoid. 

In this session we discuss the following:

• What is effective self-service? Why are so many companies falling short when it comes to their self-service solutions? 
• What kinds of self-service optimisations are having the biggest impact on CX? 
• When it comes to implementation, what kinds of challenges do businesses need to overcome in order to get maximum ROI from their self-service solution? 

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

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 Garry Gormley, Founder of FAB Solutions. 

In this session, we break down the following three contact center agent trends.

• Trend #1: Agents’ Increased Workload 
• Trend #2: Agents’ Difficulty with Contact Center Tools and Software 
• Trend #3: Agents’ Lack Managerial Support 

To delve into a whitepaper full of more excellent advice for addressing these trends: visit: https://assets.ringcentral.com/us/ebook/agent-experience-trends.pdf

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 Jake Gardiner, a Senior Enterprise Account Director at Odigo.

In this session, we break down the following six use cases for natural language processing (NLP) in the contact center. These are: 

• Use Case 1: Monitoring Customer Intent
• Use Case 2: Informing Self-Service Implementation
• Use Case 3: Enabling Agent Assist
• Use Case 4: Improving Customer Routing
• Use Case 5: Capturing Customer Sentiment
• Use Case 6: Driving Personalization

Considering implementing any of these use cases? If so, Odigo's consultants can help. Find out more, by visiting 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.

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 Avaya, RingCentral, AWS, Zoho, and Salesforce.

In this edition, our CX experts include:

• Liz Miller, VP & Principal Analyst at Constellation Research
• Dave Michels, Prinipal Analyst at Talking Pointz
• Patrick Watson, Head of Research at Cavell Group
• Martin Schneider, Head of Research at Annuitas Research

Miss episode four? If so, catch up here: The Latest on Avaya, AWS, and ChatGPT.

CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance. 

In this session, we consider the evolution of CRM systems, discussing: 

• Whether CRM with swallow up contact center platforms
• Is the CRM a viable option for mid-market and enterprise businesses?
• How Glance is helping to bring CRM systems up to grade for contact center use cases
• Other exciting trends in the world of CRM

Learn more about how Glance is helping prime CRM systems for contact centers by visiting here.

Keep up to date by following: 

Twitter - @glancenetworks

LinkedIn - @Glance Networks

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 introduces a demo of a voicebot that combines Azure’s new Open AI platform with Azure Communication Services Call Automation and Azure Cognitive Services to excellent effect.

He then speaks to its developer, Jason Shave - a Senior Software Engineering Manager at Microsoft - and his colleague Roy Dehing, Principal Program Manager at Microsoft, to discuss the potential of such innovation.

In doing so, they consider:

• The process of creating such a voicebot
• Can businesses create a similar bot to answer customer queries?
• What advantages does this GPT-powered bot have over the conversational AI currently on the market?
• The potential of Azure's Open AI platform to improve other elements of customer experience

CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. 

In this session, we discuss:

• Bradley's Conversational AI Industry Landscape Map
• Emerging vendors within the market
• How ChatGPT has disrupted the conversational AI landscape.
• Why attend Project Voice 2023?

CX Today's Charlie Mitchell hosts Colin Shaw, Founder & CEO of Beyond Philosophy.

In this session, we consider how brands can create more memorable customer experiences, discussing:

• The importance of memory in CX.
• How the peak-end rule influences customer journey design.
• Isolating the emotions that drive value to customers.
• How video supplements a memory-driven CX approach.

CX Today's Charlie Mitchell hosts Jóhann Hannesson, Lead Product Manager at Streem.

In this session, we discuss how businesses can get started with video customer service, considering: 

• Where should contact centers start when piecing together a video strategy?
• How can contact centers identify where video will add value?
• Which video use cases typically add most value to the contact center?
• How can contact centers measure the success of their video strategy?
• What should contact centers look for in a video solutions vendor?