CX Today's Charlie Mitchell hosts Simon Harrison, Founder & CEO of Actionary.

They kick-off the conversation by considering:

• What's driving vendors into CCaaS from adjacent spaces?
• What impact is this having on the traditional CCaaS players?
• Which CCaaS vendors will be best placed for success?

Chris Morrisey, Head of CX Sales at Zoom, then joins the conversation to discuss:

• Why will Zoom have an edge in the CCaaS market of tomorrow?
• How will the breadth of Zoom's offering support its CCaaS charge?

To learn more about Zoom's CCaaS offering, check out this demo of the Zoom Contact Center.

Alternatively, to dive deeper on the future of CCaaS, register for our upcoming webinar here.

CX Today's Charlie Mitchell introduces a discussion on why businesses may wish to keep their contact center operations on-premise. For this discussion, he's joined by two industry experts:

• Michael McCloskey, CEO of Bright Pattern
• Nicolas de Kouchkovsky, Principal Analyst at CaCube Consulting

During the video both contact center specialists answer the questions:

• What’s driving large contact center vendors to shift their portfolio from on-prem to the cloud?
• Why would customers want to stay on-prem and not move to cloud?
• What should customers who require on-prem look for in a vendor?

CX Today's Charlie Mitchell hosts Jim Payne, Director of Product Marketing for Customer Experience at RingCentral. They kick-off the conversation and then:

• Introduce RingCentral's RingCX platform
• Discuss its new Agent Assist and Supervisor Assist solutions
• Standout capabilities of the new solutions

Dave Michels, Lead Analyst at TalkingPointz, then joins the conversation to discuss:

• Eye-catching features of the Agent Assist and Supervisor Assist solutions
• RingCentral's position within the broader CCaaS market

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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 news in the space, including stories from NICE, Salesforce, and Five9.

In this edition, our CX experts include:

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

Learn more about Zendesk's new GenAI capabilities by visiting Zendesk here.

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CX Today's Susie Harrison hosts Sam Peters, Head of Customer Success at Assembled, to cover the workplace engagement metrics you need to be tracking.

Sam explains his top five and highlights some bonus metrics that almost made his cut.

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CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec.

After an introduction to contact center Auto-QA, they discuss three use cases for generative AI (GenAI) in quality assurance.

These are:

• Use Case #1 The Additional Context Window 
• Use Case #2 The AI Prompt Designer 
• Use Case #3 LLM-based Sentiment Analysis 

They also share a quick video of each, bringing the use cases to life.

To learn more about MiaRec AutoQA, visit their website.

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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 news in the space, including stories from Google, Salesforce, and Five9.

In this edition, our CX experts include:

• Liz Miller, VP & Principal Analyst at Constellation Research
• Rebecca Wetteman, CEO & Principal Analyst at Valoir
• Finbarr Begley, Senior Research Analyst at Cavell Group
• Simon Harrison, Founder & CEO of Actionary
• Martin Schneider, Head of Research at Annuitas Research

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CX Today's Charlie Mitchell hosts Blair Ferguson, Chief of Staff at ComputerTalk.

We consider how contact centers often compare CCaaS providers, and what they might miss along the way.

In doing so, we discuss:

• The flaws of the traditional tick-box process. 
• Evaluating the integrations with other critical CX platforms. 
• What should a buyer expect from a CCaaS vendor's support services? 
• Tips for isolating the best-placed CCaaS offering. 

Learn more about the ComputerTalk ice Contact Center solution by visiting ComputerTalk.

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A 2023 study by Princeton University found that "contact center operators" top the list of occupations with the highest risk of being replaced by AI.

Cue more doomsday headlines for the contact center agent.

Yet, few in the contact center industry see such a doomsday happening any time soon.

For example, 61 percent of customer service and support leaders expect headcount reductions of only five percent or less due to GenAI.

So, do those doomsday headlines have any merit? To find out, CX Today's Charlie Mitchell hosts Amy Roberge, Head of Global CX Solutions Engineering at Zoom.

During the conversation, they discuss:

• Will AI be a friend or foe to the contact center agent? 
• Why do so many headlines frame AI as a foe? 
• Examples of "AI" as a friend use cases. 
• How contact centers can start implementing these use cases. 

For more examples of how AI can assist agents, check out this demo of the Zoom Contact Center.

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CX Today's Charlie Mitchell hosts Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance. 

They present an analysis of the 2024 Gartner Magic Quadrant for CPaaS.

Together, they discuss some of the big talking points from the Gartner Magic Quadrant, which include:

• Top takeaways from the study. 
• The little movement from the 2023 edition. 
• The unlucky few to miss out on inclusion. 
• How should CPaaS buyers leverage the report? 

For a more comprehensive analysis, read our 2024 Gartner Magic Quadrant for CPaaS rundown.

To check out the event Rob mentioned, follow the link to the CPaaS Acceleration Summit 2024.

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