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
A Microsoft Teams Contact Center: How Can I Enhance My Voice and IM Channels?
Watch on YouTube. CX Today's Charlie Mitchell hosts Jean-Nicolas Robitaille, Vice President of Product Management at ComputerTalk. We consider how to how businesses can better run their customer comm...
27 Jun 20239min
Sprinklr’s New Generative AI Innovations: An Inside Look
Watch on YouTube. CX Today's Charlie Mitchell hosts Buddy Waddington, an Insights & AI Solutions Specialist Manager at Sprinklr. We break down Sprinklr AI+, the CX vendor's new suite of Generative AI...
23 Jun 202320min
Topic & Sentiment Analysis In the Contact Center: Definitions, Use Cases, & Benefits
Watch on YouTube. CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec. We consider the topic and sentiment analysis in the contact center, discussing: Definitions for top...
19 Jun 202320min
