202 episodes
CX Today - Customer Experience Tech News CXToday.com
-
- Technology
-
-
5.0 • 1 Rating
-
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.
-
Big CX News - The Latest on the Google-HubSpot Fallout, Patagonia's Call Center AI Lawsuit, & More
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 ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirFinbarr Begley, Senior Research Analyst at Cavell GroupSimon Harrison, Founder & CEO of ActionaryMart...
-
Comparing CCaaS Providers: What You Might Miss
Watch on YouTube.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 Compu...
-
Friend or Foe? AI & the Contact Center Agent
Watch on YouTube.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 ...
-
Analyzing the 2024 Gartner Magic Quadrant for CPaaS
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 ou...
-
Cognigy Shares Plans for AI Workforce of the Future Post Funding Round
Watch on YouTube.CX Today's Susie Harrison hosts Cognigy CEO Philip Heltewig to discuss the company's plans for AI investments.In this video, they cover:The involved Series C funding round process and what the outcome means for the business Cognigy's plans for investment, including R&D and feature expansionHow AI is accelerating interactions in the contact centerTrends for generative AI in the contact centerThanks for watching. If you'd like more like this, don't forget to SUBSCRIBE ...
-
Big CX News - The Latest the Microsoft Dynamics 365 Contact Center, NICE MPower, & Salesforce
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 Microsoft, NICE, and Salesforce. In this edition, our CX experts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirMichael Fauscette, Founder, CEO & Chief Analyst at Arion Research Simon Harrison, Founde...