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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 stories from the space - including news from Salesforce, Informatica, Avaya, Genesys, & ServiceNow.

In this edition, our CX experts include:

• Zeus Kerravala, Principal Analyst at ZK Research 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 
• Simon Harrison, Founder & CEO of Actionary 
• Keith Kirkpatrick, Research Director at The Futurum Group 
• Martin Schneider, Head of Research at Annuitas Research 

Stay up to date with the latest in CX space by subscribing to our newsletter, visit: https://www.cxtoday.com/account/

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limehome's lifted its NPS score by an impressive 22 percent after embracing an experience-led growth strategy.

To dive deeper into how the hospitality giant achieved the result, CX Today's Charlie Mitchell caught up with Julia Zuber, Customer Insights Lead at limehome, and David Ascott, Strategy Lead at Chattermill.

They discuss:

• Why did limehome embrace the experience-led growth concept? 
• limehome's approach to experience-led growth 
• Initiatives that limehome ran to achieve experience-led growth 
• The results of limehome's new strategy 
• Advice for achieving experience-led growth 

For more on the tech that limehome leveraged, visit Chattermill.

Want to take Chattermill's Experience-Led Growth Maturity Online Evaluation? If so, visit: https://chattermill.com/experience-led-growth-maturity-assessment

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CX Today's David Dungay speaks to Michael McCloskey, CEO, Bright Pattern.

In this session, we discuss the following:

• Where AI is having THE MOST impact in the contact center 
• AI use cases 
• Practical tips for implementing AI 

For more information, visit Bright Pattern: https://www.brightpattern.com/

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According to Gartner - as of 2023 - at least 70 percent of contact center agents work from legacy infrastructure.

That reflects the hesitancy that many contact centers - particularly those within large enterprises - have in migrating to the cloud.

CX Today's Charlie Mitchell is joined by Jon Arnold, Principal of J Arnold & Associates, and Matt McKernan, SVP of the Americas at Content Guru, to dive deeper into this trend.

In doing so, we consider:

• The critical blockers to enterprise CCaaS migrations. 
• The tricky workloads to move to the cloud. 
• Troubles within the public sector specifically. 
• What should a complex, enterprise contact center look for in a CCaaS provider? 

Content Guru is a stalwart CCaaS provider, trusted by many large enterprises. To learn more about their tech portfolio, visit Content Guru.

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CX Today's Charlie Mitchell hosts James Marscheider, Chief Commercial Officer at evaluagent.

We reflect on the common thought among contact center leaders that "I need to invest more in digital to meet customer demand" - and Marscheider's belief that it's a myth.

After stating his case, Marscheider discusses:

• Where does the myth comes from?
• Is it leaving voice experiences in the dark?
• Where should contact centers invest in the service experience?

We finish by teasing Marscheider's upcoming masterclass: Why CX can't hang up on the voice channel.

If you'd like to sign up, visit here.

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CX Today's Charlie Mitchell hosts Mauro Carobene, Vice President of the Customer Interactions Suite at Tata Communications.

They deep dive on the Customer Interactions Suite from Tata Communications, which unifies CCaaS and CPaaS. In doing so, they discuss:

• The benefits of an all-in-one offering
• The types of business the suite typically attracts
• What the recent acquisition of Kaleyra brings to the suite
• What's next for the suite?

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CX Today's Charlie Mitchell hosts Tatum Bisley, Product & Technology Evangelist at Cirrus.

We break down the recent news of Klarna's OpenAI-powered chatbot that supposedly does the work of 700 full-time agents.

In doing so, we discuss:

• The possible impact of the story on conversational and generative AI adoption in contact centers. 
• Whether we need to be careful when dissecting Klarna's numbers. 
• Lessons we can take away from Klarna's story. 
• Additional advice for implementing conversational AI in the contact center. 

To find out how Cirrus can help with your conversational AI deployment, visit: https://www.cirrusresponse.com/

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

He's joined by five9 prominent CX analysts to dissect the latest stories from the space - including news from Five9, Cisco, Salesforce & More.

In this edition, our CX experts include:

• Liz Miller, VP & Principal Analyst at Constellation Research 
• Rebecca Wetteman, CEO & Principal Analyst at Valoir 
• Shelly Kramer, Managing Director & Principal Analyst at SiliconANGLE & theCUBE 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 
• Simon Harrison, Founder & CEO of Actionary 

Stay up to date with the latest in CX space by subscribing to the newsletter, visit: https://www.cxtoday.com/account/

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CX Today's Charlie Mitchell hosts Sean Taylor, CEO of Content Guru.

In this session, Taylor shares the news that Content Guru secured the biggest CCaaS deal of 2023 while discussing:

• Content Guru's highlights and milestones from the past 12 months. 
• The sectors that Content Guru is seeing success in. 
• The opportunities within the CCaaS market. 
• How Content Guru is approaching GenAI innovation 

To learn more about Content Guru's CCaaS platform: https://www.contentguru.com/en-gb/

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CX Today's Charlie Mitchell hosts Kentis Gopalla, Head of Product Ecosystem for the Zoom Contact Center & Zoom Phone.

We make four predictions for the future of contact center workforce engagement management (WEM). These are:

• Workforce scheduling goes beyond the conventional contact center confines. 
• Quality assurance data starts to inform routing strategies. 
• Quality assurance will become automated, more near real-time. 
• Sources of data used for forecasting in workforce management will broaden and become more accurate. 

For more on Zoom's WEM suite, visit: https://www.zoom.com/en/products/contact-center/features/workforce-engagement-management/

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