Where Should My Contact Center Invest In AI? This Test Will Tell You
CX Today28 Loka 2025

Where Should My Contact Center Invest In AI? This Test Will Tell You

CX Today’s Charlie Mitchell welcomes Wajih Kazmi, Senior Product Marketing Manager at RingCentral, to discuss the company's new AI Maturity Assessment. The pair explore how the free, 10-minute assessment helps organizations understand their readiness for contact center AI and create a clear roadmap. In doing so, they break down: 🔍 What Is the AI Maturity Assessment, and What Problems Does It Solve? 🔍 Kazmi explains how the tool removes uncertainty around AI adoption, helping businesses id...

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3 Contact Center Agent Trends for 2023 (and How to Address Them!)

3 Contact Center Agent Trends for 2023 (and How to Address Them!)

CX Today's Charlie Mitchell hosts Garry Gormley, Founder of FAB Solutions. In this session, we break down the following three contact center agent trends. Trend #1: Agents’ Increased Workload Trend #...

2 Maalis 202323min

6 Practical NLP Use Cases That Can Transform Contact Center Performance

6 Practical NLP Use Cases That Can Transform Contact Center Performance

CX Today's Charlie Mitchell hosts Jake Gardiner, a Senior Enterprise Account Director at Odigo. In this session, we break down the following six use cases for natural language processing (NLP) in the ...

27 Helmi 202313min

BIG CX News - The Latest on Avaya's Bankrupcy, Activist Investors at Salesforce, and Zoho In UCaaS

BIG CX News - The Latest on Avaya's Bankrupcy, Activist Investors at Salesforce, and Zoho In UCaaS

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 new...

23 Helmi 202335min

Will CRM Systems Replace Contact Center Platforms?

Will CRM Systems Replace Contact Center Platforms?

CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance. In this session, we consider the evolution of CRM systems, discussing: Whether CRM with swallow up contact center platformsIs the CRM a v...

17 Helmi 202311min

A ChatGPT-Powered Voicebot Demo and Conversation with the Microsoft Engineer

A ChatGPT-Powered Voicebot Demo and Conversation with the Microsoft Engineer

CX Today's Charlie Mitchell introduces a demo of a voicebot that combines Azure’s new Open AI platform with Azure Communication Services Call Automation and Azure Cognitive Services to excellent effec...

16 Helmi 202313min

Analyzing the Conversational AI Landscape with Bradley Metrock

Analyzing the Conversational AI Landscape with Bradley Metrock

CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. In this session, we discuss: Bradley's Conversational AI Industry Landscape MapEmerging vendors within the mark...

13 Helmi 202315min

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