107 episodes
CX Today - Customer Experience Tech News CXToday.com
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- Technology
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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Assessing the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023 - CX Today News
CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023.
In this session, we evaluate the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023, discussing:
How much stock should tech buyers put in the Magic Quadrant? Top takeaways from this year's report This year's market leaders How could this change in 2024? If you'd like to find out more about Project Voice 2023, visit: https://www.projectvoice.ai/
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Women Driving Diversity, Equity, and Inclusion in CX Technology - CX Today News
Watch on YouTube.
Clare Muscutt, Founder, Women in CX hosts Susanna Baque, Senior Director Global CX, SCIEX, Renee Fokken, Director of CX, Cisco, Czarina Sheikh Mathew, Business Excellence Exec, The Access Group & Shameem Smillie, Founding Member, Women in CX.
In this session we discuss the following:
What has been the big evolution in CX over the last few years and what part has tech played in that? How does lack of diverse leadership impact the challenges we are seeing in CX? What kinds of experiences have impacted you along your journey? 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. -
Drive Cost-Reductions with Effective Self-Service
CX Today's David Dungay hosts Courtney Goodsell, Product Manager at Mavenoid.
In this session we discuss the following:
What is effective self-service? Why are so many companies falling short when it comes to their self-service solutions? What kinds of self-service optimisations are having the biggest impact on CX? When it comes to implementation, what kinds of challenges do businesses need to overcome in order to get maximum ROI from their self-service solution? If you're looking for more information on this topic visit Mavenoid.
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You can also join in the conversation on our Twitter and LinkedIn pages. -
3 Contact Center Agent Trends for 2023 (and How to Address Them!)
CX Today's Charlie Mitchell hosts Garry Gormley, Founder of FAB Solutions.
In this session, we break down the following three contact center agent trends.
Trend #1: Agents’ Increased Workload Trend #2: Agents’ Difficulty with Contact Center Tools and Software Trend #3: Agents’ Lack Managerial Support To delve into a whitepaper full of more excellent advice for addressing these trends: visit: https://assets.ringcentral.com/us/ebook/agent-experience-trends.pdf
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You can also join in the conversation on our Twitter and LinkedIn pages. -
6 Practical NLP Use Cases That Can Transform Contact Center Performance
CX Today's Charlie Mitchell hosts Jake Gardiner, a Senior Enterprise Account Director at Odigo.
In this session, we break down the following six use cases for natural language processing (NLP) in the contact center. These are:
Use Case 1: Monitoring Customer IntentUse Case 2: Informing Self-Service ImplementationUse Case 3: Enabling Agent AssistUse Case 4: Improving Customer RoutingUse Case 5: Capturing Customer SentimentUse Case 6: Driving PersonalizationConsidering implementing any of these use cases? If so, Odigo's consultants can help. Find out more, by visiting their website.
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 Avaya's Bankrupcy, Activist Investors at Salesforce, and Zoho In UCaaS
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 Avaya, RingCentral, AWS, Zoho, and Salesforce.
In this edition, our CX experts include:
Liz Miller, VP & Principal Analyst at Constellation ResearchDave Michels, Prinipal Analyst at Talking PointzPatrick Watson, Head of Research at Cavell GroupMartin Schneider, Head of Research at Annuitas ResearchMiss episode four? If so, catch up here: The Latest on Avaya, AWS, and ChatGPT.