CX Today

CX Today's Charlie Mitchell hosts Ben Neo, Head of Enterprise Sales EMEA at Zoom Phone.

In this session, we delve into some of the biggest announcements from Zoomtopia 2022, discussing:

• The launch of the Zoom Virtual Agent
• New additions to Zoom IQ
• Updates to the Zoom Contact Center
• Zoom's vision for customer experience

CX Today's Charlie Mitchell hosts Alain Mowad, Director of Product Marketing at Talkdesk.

In this session, we consider how contact centers can cut costs without sacrificing CX, discussing:

• How to lower demand and handling times with AI
• More ways in which AI can lower contact center costs
• How Talkdesk customers have benefited from AI implementations
• Talkdesk's cost-cutting masterclasses

CX Today's Charlie Mitchell hosts Zeus Kerravala, Founder and Principal Analyst at ZK Research.

In this session, we discuss the entrance of Salesforce and Google in the CCaaS space, considering:

• Who is the target market for the Salesforce Contact Center?
• How hard will Google go on CCaaS?
• The current state of the CCaaS market

CX Today's David Dungay hosts Joe Lochinski, Service Automation & Analytics Manager, BISSELL.

In this session, we discuss the following:

• Biggest CX challenges faced by BISSELL
• How Five9's portfolio created ROI
• Keeping Consumer Care front of mind

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

You can also join in the conversation on our Twitter and LinkedIn pages.

CX Today's Charlie Mitchell hosts Nerys Corfield, Director of Injection Consulting, and Genefa Murphy, Chief Marketing Officer at Five9.

In this session, we discuss the following trends:

• How the contact centre agent role is changing
• Which agent support technologies are coming to the fore?
• Exciting agent experience trends
• How Five9 is evolving to meet these trends
• Agent of the future predictions

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

Thanks for watching, if you’d like more content like this, don’t forget to SUBSCRIBE to our YouTube channel.

You can also join in the conversation on our Twitter and LinkedIn pages.

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

In this session, we assess the future of voice in CX, discussing:

• The role of voice in CX
• Voice innovations, from bots to biometrics
• How smart speakers may change CX
• Predicts for the future of voice

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

Thanks for watching, if you’d like more content 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 Shervin Shaffie, Principal Technical Specialist at Microsoft.

In this session, we consider how to integrate Microsoft Teams with the contact center, discussing:

• Why should contact centers consider integrating Teams into their technology stack?
• The three models for integrating Teams into the contact center (Connect, Extend, and Power)
• How can contact centers determine the right option for them?
• The launch of Microsoft's own contact center, with embedded Teams capabilities

 If you're looking for more insights from Shaffie, visit this page.

Thanks for watching, if you’d like more content 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 Sandra Radlovački hosts Antonio Gonzalez, Senior Manager of Industries Research & Insights, Talkdesk.

In this session we discuss the following:

• What is curbing contact centre leaders' AI ambitions?
• Top barriers to AI maturity
• How do talent gaps affect AI deployment?
• What can companies do to become more AI mature?

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

Thanks for watching, if you’d like more content 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 Rob Scott hosts Gayathri Krishnamurthy, AVP, Product Marketing at RingCentral.
 
It goes without saying that #contactcenter leaders need to create fast, responsive, and frictionless experiences for customers. Second, the ability to switch between channels is also quickly becoming table stakes in today's world. In this interview, we're going next level by discussing what happens when companies fuse #customerexperience with #employeeexperience for more memorable customer interactions.

Download the full eBook here: https://www.cxtoday.com/balancing-ex-...

Thanks for watching, if you'd like more content like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our Twitter, LinkedIn and Facebook pages.

For more Customer Experience tech news visit https://www.cxtoday.com

CX Today's Charlie Mitchell hosts Mila D'Antonio, Principal Analyst at Omdia.

In this session, we analyze Omdia's latest research into the customer engagement platform space, discussing:

• Why customer engagement platforms are so hot right now
• What typically sets market leaders apart?
• Surprising findings within the Omdia report
• The future of customer engagement platforms

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

Thanks for watching, if you’d like more content like this, don’t forget to SUBSCRIBE to our channel.

You can also join in the conversation on our Twitter and LinkedIn pages.