BIG CX News - The Latest on Twilio's CEO Change & Zendesk's Klaus Acquisition

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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 space - including news from Oracle & HubSpot.

In this edition, our CX experts include:

• Liz Miller, VP & Principal Analyst at Constellation Research 
• Rebecca Wetteman, CEO & Principal Analyst at Valoir
•  Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 
• Keith Kirkpatrick, Research Director at The Futurum Group

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CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2024. To run through them, he's joined by:

Nick Delis, Senior Vice President of International and Strategic Sales at Five9 and Christopher Brooks, Head of Consulting at Lexden CX.

Both share their perspectives on each of the trends - as shared below:

• Cloud Migrations 
• Rising Customer Expectations 
• Personalization 
• Proactive Customer Outreach 
• AI Integration in CX Strategy 

To learn more about Five9's CX tech, visit: https://www.five9.com/en-uk

Meanwhile, for more from Christopher, visit: https://lexdengroup.com/

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In December, Zoom released three exciting new packages for the Zoom Contact Center.

To dive deeper, we got in touch with Amy Roberge, Head of Global Contact Center Solution Engineering at Zoom, to record this discussion.

In doing so, we also discussed how Zoom is supporting contact centers in transitioning from multichannel to omnichannel.

Indeed here are the major talking points:

• How the CCaaS packages will save contact centers money. 
• What these packages tell us about how contact centers are changing. 
• How Zoom is supporting contact centers in transitioning to omnichannel. 
• The Zoom Contact Center Kiosk, and how it expands the customer engagement channel mix.

For a visual tour of the Zoom Contact Center, visit: https://guidedtours.zoom.us/tour/zoom-clips/

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Zoom is on a CCaaS innovation hot streak, releasing 600 features for its CCaaS platform in just 18 months.

Many of those are AI-fuelled.

Recognizing this, we sat down with Brandon Knight, Global Head of CX Channel & Ecosystem at Zoom, to record this discussion.

In doing so, we pinpointed three of the most eye-catching within Zoom's unified platform, zooming in on the following three:

• Capability #1 - Zoom AI Companion
• Capability #2 -Virtual Agent 
• Capability #3 - Auto-QA (coming soon) 

For a visual tour of the Zoom Contact Center, visit: https://guidedtours.zoom.us/tour/zoom-virtual-agent-contact-center/

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CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET, and Baker Johnson, CMO of UJET. 

In this session, we discuss the evolution of the CCaaS market, considering: 

• The latest contact center trends. 
• How have CCaaS vendors reacted to these trends? 
• Predictions for the CCaaS market. 
• Why is UJET well-placed to succeed in the space, given these predictions? 

Check out our rundowns of the CCaaS market reports mentioned in the discussion here: 

Aragon Research: https://www.cxtoday.com/contact-centre/who-are-the-leading-intelligent-contact-center-vendors-aragon-research-its-findings-ujetcx/

G2: https://www.cxtoday.com/contact-centre/the-g2-enterprise-grid-report-for-contact-center-summer-2023-a-rundown/

To learn more about UJET's CCaaS proposition, visit their website.

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CX Today's Charlie Mitchell hosts Michael McCloskey, CEO of Bright Pattern.

After a quick introduction into Bright Pattern, they deep dive on contact center AI, considering:

• The risks contact centers must be cautious of 
• The opportunities that contact centers can grasp 
• Bright Pattern as a contact center AI partner 

Learn more about Bright Pattern's CaaS platform here.

For more on Bright Pattern's TrustRadius Awards win, visit: https://www.trustradius.com/products/bright-pattern/reviews

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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 news from Twilio, Zendesk, & Verint.

In this edition, our CX experts include:

• Zeus Kerravala, Principal Analyst at ZK Research 
• Liz Miller, VP & Principal Analyst at Constellation Research 
• Rebecca Wetteman, CEO & Principal Analyst at Valoir 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 
• Keith Kirkpatrick, Research Director at The Futurum Group

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CX Today's Charlie Mitchell hosts Christoph Börner, Senior Director of Digital at Cyara.

We discuss some of the trends, traps, and solutions that relate to GenAI-powered virtual agents, considering:

• How generative AI bolsters the abilities of virtual agents
• The risks associated with the virtual agent evolution
• The generative AI trust gap 
• How Cyara helps businesses navigate these traps and restores trust in GenAI-powered virtual agents 

Learn more about Cyara's conversational AI testing platform Botium here.

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CX Today's Charlie Mitchell hosts Julian Hertzog, Head of Sales at babelforce.

We break down the forces shaping customer experience, which Julian spoke of during his prize-winning Service Summit's Masterclass.

These include:

• Market Pressure 
• Increasing Consumer Expectations 
• Increasing Complexity in CX & Developer Shortages 
• The "Agent Crunch" 
• AI Innovation and Hype 

For more from babelforce, visit: www.babelforce.com

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CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales UK&I / EMEA at Enghouse Interactive.

We reflect on a study from Metrigy that found 48.2% of the companies now using cloud-based contact center platforms (either CCaaS or hosted/managed cloud dedicated servers) are changing, planning to change, or evaluating a shift in providers by 2024.

In doing so, we discuss:

• Rising CCaaS customer dissatisfaction. 
• The root causes of this trend. 
• How Enghouse ensures it's delivering on its customer expectations. 

Learn more about Enghouse Interactive's contact center solutions by visiting their website.

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