The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily - Operata
CX Today14 Tammi

The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily - Operata

Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. When something breaks, customers feel it immediately, but no one has a single end-to-end view of what's actually happening. The result? Blind spots, finger-pointing, and resolution times that damage both revenue and reputation. In this conversation, CX Evangelist Luke Jamieson from Operata breaks down how CX Observability transforms the da...

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Email Customer Service: Challenges, Best Practices, & More

Email Customer Service: Challenges, Best Practices, & More

Watch on YouTube Email is still the second most leveraged channel for inbound customer conversations. Yet, email service experiences continue to underwhelm. Recognizing this, we got in touch with Jona...

26 Kesä 202410min

How to Use GenAI to Improve Customer Service AND Cut Costs

How to Use GenAI to Improve Customer Service AND Cut Costs

Watch on YouTube. According to Gartner, the contact center is one of the top three business areas where enterprises want to deploy generative AI (GenAI). Recognizing this, we got in touch with Jonatha...

18 Kesä 202411min

CX Outsourcing: Managing the Unmanaged Areas of Your Business

CX Outsourcing: Managing the Unmanaged Areas of Your Business

CX Today's Charlie Mitchell hosts Tony Masis, VP, GM, & Leader of Customer Management Services (CSM) at Shyft Global Services. They deep dive on customer experience outsourcing, discussing: The busine...

24 Touko 202420min

The Zoom Contact Center: 2 Years On

The Zoom Contact Center: 2 Years On

Watch on YouTube. Zoom entered the CCaaS space two years ago, and has since gained significant momentum in the market. Recognizing this, we got in touch with Brandon Knight, Global Head of Zoom Custom...

23 Touko 202413min

‘We Had to Bite the Bullet’ - How this BPO Revamped its Siloed Contact Centre

‘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 or...

17 Touko 202410min

Big CX News - The Latest on the Salesforce-Informatica Fallout, Avaya-Edify Acquisition, & More

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 spa...

16 Touko 202421min

limehome Embraces Experience-Led Growth, Hikes Its NPS Rate By 22%

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 T...

15 Touko 202419min

Bright Pattern 'Gets Real' on AI and Agent Assist

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 c...

15 Touko 202410min