184 episodes
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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Klarna's Bot Does the Work of 700 Full-Time Contact Center Agents. Could Yours?
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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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BIG CX News - Enterprise Connect 2024: The Roundup ft. Five9, Cisco, Salesforce & More
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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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Content Guru Confirms $150MN CCaaS Megadeal, the Biggest of 2023
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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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Do You Agree? 4 Predictions for the Future of Contact Center WEM
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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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5 Contact Center AI Challenges (and How to Overcome Them!)
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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 Unknown To learn more about ElevateAI by NICE and its 1K Every Day offer, visit: https://www.elevateai.com/
Meanwhile, for more from Opus Research, visit: https://opusresearch.net/
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AI the NICE Way: 3 Solutions Redefining CX
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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 Autopilot They 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
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