Contact centers face many of the same challenges they always have. However, in an age of new-wave AI, continued digitization, and changing customers, they face several new obstacles, too.

Recognizing this, Brandon Knight, Global Head of CX Ecosystem at Zoom, joins CX Today's Charlie Mitchell to run through five of the most pressing contact center challenges for 2025. These are:

1. High agent turnover
2. Continued omnichannel frustration
3. Pressure to implement AI and deliver quick ROI
4. Siloed knowledge and data
5. Accelerating customer expectations

CX Today's Susie Harrison hosts Matt Yates, VP Engineering at MaxContact.

In this session, we cover:

• Harnessing the huge volumes of data available efficiently and effectively
• The key opportunities and challenges in having this data available
• Tips for implementing clear, data-driven decision making
• The impact of AI on how data is captured and the level of detail provided
• The broader impact of AI in the contact center

Watch on YouTube.

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by six prominent CX analysts to dissect the latest news in the space, including stories from NICE, Salesforce, and Microsoft.

In this edition, our CX experts include:

• Zeus Kerravala, Principal Analyst at ZK Research 
• Liz Miller, VP & Principal Analyst at Constellation Research 
• Rebecca Wetteman, CEO & Principal Analyst at Valoir 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 
• Simon Harrison, Founder & CEO of Actionary 
• Martin Schneider, VP & Principal Analyst at Constellation Research

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CX Today's Susie Harrison hosts Jon Burg, VP Strategy at TechSee, for a discussion on the rise of agentic AI.

In this session, we cover:

• What agentic AI is
• How it makes decisions
• How issues of safety, robustness and unintended consequences can be mitigated
• The interplay between agentic AI and human agents in CX
• The future for this technology in replicating human cognition

CX Today's Charlie Mitchell introduces a beginner's discussion about contact center AI. For this conversation, he's joined by two industry experts:

• Anders Ruge, a Senior AI Solution Architect at Puzzel
• Martin Hill Wilson, the Founder of Brainfood Consulting

During the video both contact center experts consider:

• The many AI use cases beyond customer-facing bots
• How bots have evolved over the past five to ten years
• Where to start with contact center AI

Halfway through the recording, Ruge also shares a demo of a contact center bot, bringing to life how much simpler it now is to deploy the technology.

CX Today's Susie Harrison hosts Anand Viswanathan, AVP & Global Head of CCaaS, Tata Communications.

In this video, Anand shares his top tips on finding a best fit CCaaS platform. It also covers:

• The importance of scalability, security and compliance in making a CCaaS platform selection
• Agent productivity and efficiency

Watch on YouTube.

CX Today's David Dungay spoke to prominent analyst Dave Michels, Founder of TalkingPointz. In this session we discuss the following:

• How Avaya is leveraging AI 
• Zoom relationship update 
• How can Avaya remain relevant

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 discussion about whether an AI-centric strategy is REALLY the best option in enterprise communications?

For this discussion, he's joined by two industry experts:

• Dominic McDonald, CEO of ULAP
• Dom Black, Growth Director & Principal Analyst at Cavell

During the video, the enterprise communications experts discuss:

• The trend of tech vendors using the term "AI" in their product descriptions reducing their customers' "purchase intentions"
• Why brands may wish to take a non-AI-centric approach to enterprise communications
• The verticals in which this conversation is most prevalent
• What is ULAP doing to support businesses taking a non-AI-centric approach?

CX Today's Susie Harrison hosts Rema Nasif, Managing Director of Strategy at OneMagnify.

In this session, we discuss:

• What's top of mind for marketing and CX leaders regarding their customer research programs?
• Why persona development and customer journey mapping are such critical components of success
• How marketing and CX leaders should think about refreshing their customer personas

CX Today's Charlie Mitchell introduces a discussion about contact center AI, and the opportunities and risks for insurers. For this conversation, he's joined by two industry experts:

• Jacob Gardiner, Senior Account Executive for Insurance and Financial Services at Puzzel
• Simon Foot, Head of Customer Contact Transformation at PA Consulting

During the video both contact center experts consider:

• Where are the current opportunities for insurers to leverage AI within their contact center experiences?
• When might insurers realize the need to better focus their AI efforts in the contact center?
• Examples of insurers leveraging contact center AI to excellent effect