CX Today

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, AWS, Genesys, and OpenAI (ChatGPT).

In this edition, our CX experts include:

• Jon Arnold, Principal of J Arnold & Associates
• Liz Miller, VP & Principal Analyst at Constellation Research
• Rebecca Wetteman, Principal at Valoir
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

CX Today's Charlie Mitchell hosts Kurt Dahlstrand, Director of Technical Sales & Services at Hammer, and Jim Cantwell, Vice President of Sales Engineering at Hammer.

After intros, we discuss how contact centers can prepare for the looming recession, sharing best practices such as:

• Have a plan!
• Identify areas where you can increase operating efficiencies
• Isolate gaps in your customer journey – and fix them!
• Make a business case for technology investments – and that includes the cloud
• Use testing to speed up improvement projects
• Make sure your disaster recovery and business continuity plan is watertight

CX Today's Charlie Mitchell hosts Jay Patel, VP & GM of Webex CPaaS Solutions, discussing how CPaaS is changing CX.

In doing so, we consider:

• What is CPaaS?
• What is it allowing customers to do, which they couldn't before?
• What changes in the market have paved the way for the growth of CPaaS?
• How will the rise of 5G push CPaaS growth further?
• Examples of exciting CPaaS use cases
• 2023 predictions for CPaaS

CX Today's David Dungay hosts Darren Dean, Sales Engineering Manager, Hammer, and Paul Cicchelo, Sales Director (UK&I), Hammer.

In this session, we discuss the following:

• How is the global macro situation impacting these migration projects right now, and is it expected to change?
• Does cloud fit EVERY need, are some customers just better off staying on-prem?
• Is complexity still an issue for those customers with unique requirements?
• How should a customer prepare for a migration, and what should they be thinking about?

CX Today's Charlie Mitchell hosts Dave McDowell, Senior Technical Consultant at Enghouse Interactive.

In this session, we consider the options for integrating Microsoft Teams with the contact Centre, discussing:

• The benefits of a Microsoft Teams contact centre integration
• The models that contact centre can harness when migrating their contact centre to Teams
• What differentiates Enghouse's approach?
• How a Microsoft Teams integration helps to future-proof the contact centre and broader business

CX Today's Charlie Mitchell hosts Jono Luk, Vice President of Product Management at Webex, discussing how businesses are converging CX and EX.

In this session, we consider:

• Why are more brands tying together customer and employee experiences?
• The first steps for converging CX and EX
• Convincing execs to take EX seriously as a means of improving CX
• How Webex is helping brands to enhance employee experiences
• How Cisco is walking the walk

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 AWS, RingCentral, Salesforce, and Webex.

In this edition, our CX experts include:

• Dave Michels, Lead Analyst at TalkingPointz.com
• Shelly Kramer, Principal Analyst and Founding Partner at Futurum Research
• Jon Arnold, Principal of J Arnold & Associates
• Liz Miller, VP & Principal Analyst at Constellation Research
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

Fauscette is also a judge at our 2023 CX Awards. For more details into the event - and to possibly enter - visit this page.

Rob Scott from CX Today hosts Genefa Murphy, CMO, Five9 and Clare Muscutt, Founder & CEO, Women in CX and together they share their CX predictions for the year ahead!

Watch the video to reveal their 2023 predictions!

If you're looking for more information on this topic, visit Five9.

CX Today's Charlie Mitchell hosts Alberta Bosco, Product Marketing Director at Puzzel.

In this session, we explore the latest CCaaS innovations from Puzzel, discussing:

• How Puzzel packages its CCaaS solutions
• Its new Discover and Embrace CCaaS packages
• Which businesses the packages are best-suited for
• Future CCaaS innovations from Puzzel

CX Today's Charlie Mitchell hosts Frank Sherlock, VP International at CallMiner.

In this session, we consider the current state of CX, discussing:

• Key takeaways from CallMiner's latest CX research
• The lack of believe in CX across many organisations
• Notable CX delivery challenges
• Reasons for hope in the future of CX

If you're interested in downloading the report that this conversation centers on, visit this page.