CX Today

CX Today's Sandra Radlovački hosts Kevin McGachy, Head of AI and Automation Solutions, Sabio.

In this session, we discuss the following:

• Why is capturing customer intent so important?
• What process do you recommend for capturing customer intent?
• How should a contact centre analyse customer intent to drive value?
• What positive results have Sabio customers realised from actioning customer intent insights?

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CX Today's Charlie Mitchell hosts Callan Schebella, EVP of Product Management at Five9.

In this session, we consider CX automation and how collaborative intelligence can help. In doing so, we discuss:

• Mistakes to avoid when adding automation to customer journeys
• How collaborative intelligence can help
• Finding the best balance of bots and humans
• Use cases for collaborative intelligence

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

In this session, we assess the potential strategy of new Avaya CEO Alan Masarek, discussing:

• Zeus's top takeaways follow his conversation with Masarek
• How Masarek's approach may differ to when he took the reigns at Vonage
• What does the future look like at Avaya?

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CX Today's Charlie Mitchell hosts Nicola Millard, Principle Innovation Partner at BT.

In this session we discuss the following five latest trends in CX:

• The Metaverse
• Hybrid Working
• Video
• Conversational AI
• Hyper-Personalization

CX Today's Charlie Mitchell hosts Sundeep Singh Boughan, Director of Sales Engineering at Puzzel.

In this session, we introduce the upcoming Get Connected 2022 event, discussing:

• Where and when is Get Connected, and why should people come along?
• What makes this CX event stand out?
• Which sessions will attendees most look forward to?
• Which products is the Puzzel team most excited about showing off?
• Where can viewers go to secure their free spot at the event?

CX Today's Charlie Mitchell hosts Bruce Temkin, Head of Qualtrics XM Institute.

CX Today's Charlie Mitchell hosts Dave Michaels, Lead Analyst at TalkingPointz.com

CX Today's Charlie Mitchell hosts Robin Gareiss, CEO and Principal Analyst at Metrigy, and Jonathan Allan, Chief Marketing Officer at Puzzel.

After intros and a quick summary of Puzzel's place within the CCaaS space, we discuss the following three trends:

• AI reimagining contact centre solutions
• Reoccurring omnichannel woes
• The rise of visual engagement

CX Today's Charlie Mitchell hosts Tony Lorentzen, SVP & General Manager, Nuance (now part of Microsoft).  

CX Today's Charlie Mitchell hosts Annie Weinberger, Head of Business Applications Product Marketing at AWS.