Where Does Customer Journey Mapping Go Wrong? (And How to Fix It) - Mitel & CULTIVATE
CX Today29 Loka 2025

Where Does Customer Journey Mapping Go Wrong? (And How to Fix It) - Mitel & CULTIVATE

CX Today's Charlie Mitchell hosts a conversation about how mapping out customer service experience and uniting the team around those maps. To dig into the challenges and opportunities, he's joined by: Katie Stabler, Founder of CULTIVATE Customer Experience by Design Paul Hughes, Head of CX Sales for the UK, Ireland & South Africa at Mitel Early in the discussion, Stabler emphasizes why journey mapping often falls short, and how bias, poor data application, and siloed thinking can dera...

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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

What Should I Look for In a CCaaS Platform?

What Should I Look for In a CCaaS Platform?

Watch on YouTube. CX Today's Charlie Mitchell hosts Nerys Corfield, Director of Injection Consulting, and Thomas John, Vice President Partners EMEA & International at Five9. After quick intros, we con...

26 Syys 202320min

Video Will Continue to Change Contact Center Experiences. Here's How.

Video Will Continue to Change Contact Center Experiences. Here's How.

Watch on YouTube. CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru. In this session, we consider the evolution of video within the contact center space, discussing: Why the ...

19 Syys 202326min

BIG CX News - The Latest on the Salesforce & Genesys Joint Platform and Five9's Aceyus Acquisition

BIG CX News - The Latest on the Salesforce & Genesys Joint Platform and Five9's Aceyus Acquisition

Watch on YouTube. 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 spa...

13 Syys 202320min

Genesys Introduces Its Approach to Sector-Specific CCaaS Innovation, Talks Insurance

Genesys Introduces Its Approach to Sector-Specific CCaaS Innovation, Talks Insurance

Watch on YouTube. CX Today's Charlie Mitchell hosts Manan Sagar, Global Head of Insurance at Genesys. We discuss Genesys's sector-specific approach to CCaaS and deep dive on insurance, considering: H...

11 Syys 202310min

How Will AI Revolutionize The Contact Centre?

How Will AI Revolutionize The Contact Centre?

Watch on YouTube. CX Today's Kieran Devlin is joined by MaxContact's CEO Ben Booth and VP of Engineering Matt Yates to discuss AI's impact on the contact centre. In this session, they discuss: The top...

4 Syys 202323min

5 Microsoft Teams Contact Center Challenges (and How to Overcome Them)

5 Microsoft Teams Contact Center Challenges (and How to Overcome Them)

Watch on YouTube. CX Today's Charlie Mitchell hosts Mackenzie Ellis, a Solutions Specialist at ComputerTalk. We discuss some of the challenges businesses may face when running a contact center on Micr...

23 Elo 202324min

The World Wildlife Fund Shares Its Contact Center Transformation Story

The World Wildlife Fund Shares Its Contact Center Transformation Story

Watch on YouTube. CX Today's Charlie Mitchell hosts Stuart Mcapherson-Woods, Support Operations Manager at the World Wildlife Fund (WWF). We discuss the WWF's CCaaS implementation, considering: Why ...

22 Elo 202312min