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CX Today - Customer Experience Tech News CXToday.com
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Next-Generation Customer Experience Technology NewsCustomer Experience is now the most critical consideration for any brand. It doesn’t matter how affordable your products are, or how innovative your services could be. Your customers won’t consider your company if you can’t promise amazing experiences. Customer expectations are now higher than ever, but 93% of professionals believe that access to the right technology could bridge the experience gap. Studies from Twilio indicate that people receive around 63.5 notifications per day, not to mention endless emails, texts, and phone calls. When the time comes to reach out to your business for solutions to a problem, your clients want real, valuable conversations. Over the years, UC Today has emerged as your one-stop solution for insights into unified communications. Now we believe it’s time to deliver the same solution for CX. Introducing the arrival of CX Today. What to Expect from CX TodayCX Today is our new website dedicated to all things customer experience. Just as you turn to UC Today for insights into unified communication, collaboration, and beyond, you can rely on CX today for a complete guide to customer-focused solutions. Though most companies understand how valuable customer experience is to their chances of success, business and consumer demands are evolving at an incredible pace. The technology and platforms we use are changing, and the contact centre decision-making process is transforming too. Throughout the year, CX Today will deliver everything you need to know about the CX space, covering essential topics like: Customer experience: Contact centre, CRM and collaborationIntelligence: Big data, analytics, and artificial intelligence People: Management, strategy, and best practices We’ll be keeping you up-to-date with marketplace news, customer stories, best practice guides, event coverage, and exclusive analytics, insights, and strategies too.
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‘We Had to Bite the Bullet’ - How this BPO Revamped its Siloed Contact Centre
Watch on YouTube.CX Today's Tom Wright hosts Nigel Mansfield, Standard Focus.In this interview from Avaya Engage we discuss the latest AXP innovations, and more the growth of Standard Focus as an organization, omnichannel, the Avaya AACC platform, and more!If you're looking for more information on this topic visit Avaya.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.
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Big CX News - The Latest on the Salesforce-Informatica Fallout, Avaya-Edify Acquisition, & More
Watch on YouTube.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&...
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limehome Embraces Experience-Led Growth, Hikes Its NPS Rate By 22%
Watch on YouTube.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 ach...
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Bright Pattern 'Gets Real' on AI and Agent Assist
Watch on YouTube.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/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.
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The Reasons Why Large Enterprises Haven’t Switched to CCaaS... Yet
Watch on YouTube.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 ente...
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It's a Trap! Don't Invest More In Digital Just to Meet Customer Demand
Watch on YouTube.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 ...