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 Juli 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 Juni 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 Juni 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 Juni 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 Juni 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 Juni 202320min
5 Value-Adding Conversational Intelligence Use Cases for Contact Centers
Watch on YouTube. CX Today's Charlie Mitchell hosts Tatiana Polyakova, Chief Operating Officer at MiaRec. We discuss five contact center use cases for conversational intelligence solutions. These are...
15 Juni 202321min
Thule Discusses Its Customer Experience Transformation & Shares Key Learnings
Watch on YouTube. CX Today's Charlie Mitchell hosts Zachary Dugas, Global Product Owner of Content Management Systems & SaaS at Thule. We discuss Thule's customer experience transformation process, c...
14 Juni 20239min
