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 ...
23 Heinä 202428min
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 o...
12 Heinä 202415min
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 ...
1 Heinä 20249min
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 ...
27 Kesä 202444min
Customer Journey AI: Examples, Outcomes, & What's Next?
CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies. We kickstart the conversation by introducing an outcome-first approach to customer journey AI. From ther...
26 Kesä 202422min
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
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 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
