The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily - Operata
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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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Five9 On How Contact Centers Can Sleigh the Holiday Season

Five9 On How Contact Centers Can Sleigh the Holiday Season

Watch on YouTube. CX Today's Charlie Mitchell hosts Nick Delis, Senior Vice President of International and Strategic Sales at Five9. We consider how contact centers can handle influxes of traffic. In ...

6 Marras 202314min

Generative Conversational AI: Ethical Guidelines for Customer Experience Teams

Generative Conversational AI: Ethical Guidelines for Customer Experience Teams

Watch on YouTube. CX Today's Charlie Mitchell hosts Diego Gosmar, Chief Innovation Evangelist at XCALLY. We discuss some of the ethics of deploying conversational, generative, and voice AI technologie...

3 Marras 202313min

Cyara - Testing Provides Secret Sauce to Successful Cloud Migrations

Cyara - Testing Provides Secret Sauce to Successful Cloud Migrations

Watch on YouTube. CX Today's David Dungay hosts Andriy Zakharchenko, Product Evangelist, Cyara. In this session we discuss the following: The best time to start integrating a performance testing pla...

26 Loka 202314min

The Speed of Zoom - 600 New Features in 18 Months

The Speed of Zoom - 600 New Features in 18 Months

Join us for an eye-opening interview with Brandon Knight, Global Head of Zoom CX Channel & Ecosystem, as we dive deep into Zoom's groundbreaking innovations in the Contact Center as a Service (CCaaS) ...

12 Loka 20238min

Assessing the 2023 Gartner Magic Quadrant for CPaaS

Assessing the 2023 Gartner Magic Quadrant for CPaaS

Watch on YouTube. CX Today's Charlie Mitchell presents an inspection of the 2023 Gartner Magic Quadrant for CPaaS. He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Rob Kurver, Founding ...

10 Loka 202320min

The Internet of Things (IoT) In the Contact Center: Traeger Grills' Success Story

The Internet of Things (IoT) In the Contact Center: Traeger Grills' Success Story

Watch on YouTube. CX Today's Charlie Mitchell hosts Corey Savory, Vice President of Customer Experience & Service at Traeger Grills. We walk through Traeger Grills' CCaaS migration and Internet of Thi...

9 Loka 202314min

The Women in CX Conference A Customer Experience Event With a Twist

The Women in CX Conference A Customer Experience Event With a Twist

CX Today's Charlie Mitchell hosts Clare Muscutt, Founder and CEO of Women in CX. In this session, we introduce the Women in CX conference, discussing: What is Women in CX?When and where is the confere...

3 Loka 202312min

BIG CX News - Dreamforce Special! The Latest on the Einstein 1 Platform, Copilot, & More

BIG CX News - Dreamforce Special! The Latest on the Einstein 1 Platform, Copilot, & More

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from Dreamforce 2023. He's joined by four prominent CX analysts to dissect the biggest stories from the event - includin...

27 Syys 202330min