‘We Had to Bite the Bullet’ - How this BPO Revamped its Siloed Contact Centre
Watch on YouTube. CX Today's Tom Wright hosts Nigel Mansfield, Standard Focus. In this interview from Avaya Engage we discuss the latest AXP innovations, and more the growth of Standard Focus as an or...
17 Mai 202410min
Big CX News - The Latest on the Salesforce-Informatica Fallout, Avaya-Edify Acquisition, & More
Watch on YouTube. 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 spa...
16 Mai 202421min
limehome Embraces Experience-Led Growth, Hikes Its NPS Rate By 22%
Watch on YouTube. limehome's lifted its NPS score by an impressive 22 percent after embracing an experience-led growth strategy. To dive deeper into how the hospitality giant achieved the result, CX T...
15 Mai 202419min
Bright Pattern 'Gets Real' on AI and Agent Assist
Watch on YouTube. CX Today's David Dungay speaks to Michael McCloskey, CEO, Bright Pattern. In this session, we discuss the following: Where AI is having THE MOST impact in the contact center AI use c...
15 Mai 202410min
The Reasons Why Large Enterprises Haven’t Switched to CCaaS... Yet
Watch on YouTube. According to Gartner - as of 2023 - at least 70 percent of contact center agents work from legacy infrastructure. That reflects the hesitancy that many contact centers - particularly...
13 Mai 202429min
It's a Trap! Don't Invest More In Digital Just to Meet Customer Demand
Watch on YouTube. CX Today's Charlie Mitchell hosts James Marscheider, Chief Commercial Officer at evaluagent. We reflect on the common thought among contact center leaders that "I need to invest more...
1 Mai 202412min
Achieving Next Gen CX With Customer Interactions Suite From Tata Communications
CX Today's Charlie Mitchell hosts Mauro Carobene, Vice President of the Customer Interactions Suite at Tata Communications. They deep dive on the Customer Interactions Suite from Tata Communications, ...
29 Apr 202411min
Klarna's Bot Does the Work of 700 Full-Time Contact Center Agents. Could Yours?
Watch on YouTube. CX Today's Charlie Mitchell hosts Tatum Bisley, Product & Technology Evangelist at Cirrus. We break down the recent news of Klarna's OpenAI-powered chatbot that supposedly does the w...
8 Apr 202416min
