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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Create More 'Memorable' Customer Experiences by Using Remote Video

Create More 'Memorable' Customer Experiences by Using Remote Video

CX Today's Charlie Mitchell hosts Colin Shaw, Founder & CEO of Beyond Philosophy. In this session, we consider how brands can create more memorable customer experiences, discussing: The importance of ...

30 Tammi 202322min

Get Started with Video Customer Service

Get Started with Video Customer Service

CX Today's Charlie Mitchell hosts Jóhann Hannesson, Lead Product Manager at Streem. In this session, we discuss how businesses can get started with video customer service, considering: Where should c...

30 Tammi 202312min

The Latest BIG News from Avaya, AWS, and ChatGPT

The Latest BIG News from Avaya, AWS, and ChatGPT

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 ne...

26 Tammi 202334min

Is Your Contact Center Recession Proof?

Is Your Contact Center Recession Proof?

CX Today's Charlie Mitchell hosts Kurt Dahlstrand, Director of Technical Sales & Services at Hammer, and Jim Cantwell, Vice President of Sales Engineering at Hammer. After intros, we discuss how conta...

20 Tammi 202315min

How CPaaS is Changing Customer Experience - CX Today News

How CPaaS is Changing Customer Experience - CX Today News

CX Today's Charlie Mitchell hosts Jay Patel, VP & GM of Webex CPaaS Solutions, discussing how CPaaS is changing CX. In doing so, we consider: What is CPaaS?What is it allowing customers to do, which t...

12 Tammi 202319min

Is Moving to the Cloud the Best Decision for Improving CX?

Is Moving to the Cloud the Best Decision for Improving CX?

CX Today's David Dungay hosts Darren Dean, Sales Engineering Manager, Hammer, and Paul Cicchelo, Sales Director (UK&I), Hammer. In this session, we discuss the following: How is the global macro situa...

6 Tammi 202320min

Integrating Microsoft Teams With the Contact Centre: What Are My Options?

Integrating Microsoft Teams With the Contact Centre: What Are My Options?

CX Today's Charlie Mitchell hosts Dave McDowell, Senior Technical Consultant at Enghouse Interactive. In this session, we consider the options for integrating Microsoft Teams with the contact Centre, ...

5 Tammi 202316min

Making the Case for Converging Customer and Employee Experiences

Making the Case for Converging Customer and Employee Experiences

CX Today's Charlie Mitchell hosts Jono Luk, Vice President of Product Management at Webex, discussing how businesses are converging CX and EX. In this session, we consider: Why are more brands tying t...

19 Joulu 202214min