BIG CX News - The Latest on Microsoft Sales Copilot, Salesforce AI Cloud, and Zoom In WFM
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 stories from the space - including ne...
11 Aug 202331min
Barnardo's Discusses Its CRM Selection Process and Implementation
Watch on YouTube. CX Today's Charlie Mitchell hosts Melissa Bell, the Executive Leader of Practice Quality at Barnardo's Australia. We discuss Barnardo's CRM implementation, considering: Why did Bar...
8 Aug 202312min
Streem-line Salesforce: Integrating Video for Enhanced Customer Experiences
Watch on YouTube. CX Today's Charlie Mitchell hosts Mark Wood, Senior Product Manager at Streem. In this session, we discuss how businesses can add video to Salesforce, considering: Where can video ...
1 Aug 202320min
Heineken Introduces Its Customer-Centric Approach and Data Strategy
Watch on YouTube. CX Today's Charlie Mitchell hosts Lalo Luna, Global Strategy & Insights Leader at The HEINEKEN Company. We consider Heineken's evergreen strategy and how it helps to drives better cu...
31 Jul 202310min
BIG CX News - The Latest on Verint's CCaaS Move & the Genesys Experience Index
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by three prominent CX analysts to dissect the latest stories from the s...
11 Jul 202316min
Elsevier Transforms Its Contact Center Experience, with Impressive CSAT Gains
Watch on YouTube. CX Today's Charlie Mitchell hosts Joep Everts, SVP of Customer Service at Elsevier. We discuss Elsevier's contact center transformation journey, considering: Why did Elsevier decid...
10 Jul 202316min
Generative AI In the Contact Center: Announcements, Use Cases, & Future Possibilities
Watch on YouTube. CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio. We consider the evolution of generative AI and how it is influencing the contact center space. In...
27 Jun 202315min
Frontier Airlines Discusses Its Decision to Ditch Telephone Customer Service
Watch on YouTube. CX Today's Rob Scott hosts Leonardo Declich, Director, CX Digital Transformation at Frontier Airlines. We reflect on why Frontier chose to get rid of its contact center voice channe...
27 Jun 20233min
