CX Today
News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team. Subscribe to our weekly newsletter.If you're...
Klarna's Bot Does the Work of 700 Full-Time Contact Center Agents. Could Yours?
Watch on YouTube.
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.BIG CX News - Enterprise Connect 2024: The Roundup ft. Five9, Cisco, Salesforce & More
Watch on YouTube.
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 Si...Do You Agree? 4 Predictions for the Future of Contact Center WEM
Watch on YouTube.
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...
Content Guru Confirms $150MN CCaaS Megadeal, the Biggest of 2023
Watch on YouTube.
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 innovationTo learn more about Content Guru's CCaaS platform: https://www.contentguru.com/en-gb/
Thanks for watching. If y...
5 Contact Center AI Challenges (and How to Overcome Them!)
Watch on YouTube.
CX Today's Charlie Mitchell introduces five contact center AI challenges.
To run through them and share solutions, he's joined by:
Neeraj Verma, Head of Generative AI Strategy at NICE GM, ElevateAI by NICE Derek Top, Senior Analyst at Opus ResearchBoth share their perspectives on each of the trends - as shared below:
Challenge 1: Limited Accessibility Challenge 2: Achieving Cost-Efficiency Challenge 3: Comparing Different AI Models Challenge 4: Ensuring Security Challenge 5: Embracing the UnknownTo le...
AI the NICE Way: 3 Solutions Redefining CX
Watch on YouTube.
CX Today's Charlie Mitchell hosts Elizabeth Tobey, Head of Marketing for Digital Solutions at NICE.
After an introduction to the NICE Enlighten portfolio, they discuss each of its three core solutions:
Enlighten Copilot Enlighten Actions Enlighten AutopilotThey also share a quick video of each, bringing the solutions to life.
To learn more about NICE Enlighten, visit: https://www.nice.com/products/enlighten-ai
Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to...
Transforming Your Patient Experience with CCaaS
Watch on YouTube.
In an exclusive interview at Enterprise Connect 2024, Rob Scott of CX Today delves into an enlightening conversation with Eric Brosius, Vice President of Technology Services at Sun River Health.
With a vast operation that processes over 1 million calls and serves more than 250,000 patients annually, maintaining an exceptional patient experience remains a paramount goal for Sun River Health. The organization faced a significant turning point in 2018 following the acquisition of another healthcare entity, which came with the challenge of integrating a legacy contact center estate...
Conversational AI: 5 Simple Steps to Get Going
Watch on YouTube.
CX Today's Charlie Mitchell hosts Dvir Hoffman, CEO at CommBox.
After an overview of the conversational AI market, we share five steps to get your contact center's AI journey off the ground. These include:
Step 1: Identify your top 3 business needs. Step 2: Build your AI model with quality data. Step 3: Select the right AI offering with this product capability checklist. Step 4: Measure the right KPIs using the right data. Step 5: Start small with a scalable approach.For more...
Generative AI In Conversational Analytics: A Demo & Discussion
Watch on YouTube.
CX Today's Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions.
He then speaks to John Ortiz, Technology Sales Manager at MiaRec, who put the demo together, to go through some of the video's key talking points.
These include:
What benefits can companies expect by implementing your solution? How long will it take businesses to set this up in their contact centers? What guardrails have you put in place to mitigate GenAI risks?...The Latest on Oracle's New Communications Platform, High-Profile Chatbot Fails, & HubSpot
Watch on YouTube.
CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.
He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Oracle & HubSpot.
In this edition, our CX experts include:
Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Keith Kirkpatrick, Research Director at The Futurum GroupThanks for watching. If you...
