CX Today

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

In this session, we consider the types of contact center platforms; on-premise, cloud-based, and hybrid.

After giving a quick summary of each, we discuss:

• Which is the most prevalent environment, and why? 
• Which industries have been quickest to embrace cloud and hybrid environments, and why? 
• What must CCaaS vendors do to bring more contact centers into the cloud? 
• Why should contact centers considering making that switch consider Enghouse as their tech partner? 

For on Enghouse Interactive's contact center tech philosophy, visit Enghouse Interactive.

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Zoom released 600 features for its CCaaS platform in just 18 months. Yet, some of those stand out more than others.

Recognizing this, we got in touch with Ben Neo, Head of Contact Center and CX Sales for EMEA at Zoom, to record this discussion.

In doing so, we discussed some of the solutions that differentiate Zoom in the CCaaS market, honing in on the following five:

• The unified platform design
• The Zoom Virtual Agent 
• The platform-wide AI integrations 
• The Zoom Virtual Kiosk 
• The Contact Center Agent UI 

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 Stuart Dorman, Chief Innovation Officer at Sabio.

After a quick introduction to Sabio, we predict six shifts in the contact center market in 2024. These include:

• The shift to GenAI-based applications. 
• The shift to RCS as a service channel. 
• The shift to a more experimental contact center. 
• The continuous shift to digital experiences 
• The shift in CCaaS growth 
• The shift towards more immersive experiences 

For Sabio's thought leadership on all things CX, visit Sabio.

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CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance.

We discuss how contact centers can get started with AI, considering:

• Tom's recommended starting steps
• How this differs from "typical" approaches 
• Mistakes contact centers often make 
• Working with a vendor that offers strategic support 

If you'd like to find out more about Glance, visit Glance.

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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 Zoom, Five9, Twilio, & RingCentral.

In this edition, our CX experts include:

• Zeus Kerravala, Principal Analyst at ZK Research
•  Jon Arnold, Principal of J Arnold & Associates 
• Dan Miller, Lead Analyst and Founder of Opus Research 
• Rebecca Wetteman, CEO & Principal Analyst at Valoir 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

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CX Today's Kieran Devlin speaks to Ben Booth, CEO at MaxContact.

In this session, we discuss the following:

• The key contact centre trends ahead of 2024 
• How to balance leveraging AI and automation and the human touch 
• How important it is to develop a customer-centric strategy

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CX Today's Charlie Mitchell is joined by Andy Dignan, Chief Operating Officer at Five9, and Callan Schebella, Executive Vice President of Product Management at Five9, to discuss all things contact center AI.

In doing so, they consider:

• The current contact center AI boom 
• Prominent uses cases 
• Future applications of contact center AI 
• The challenges of implementing AI 
• A good starting place for building an AI strategy 
• The promise of generative AI 

To learn more about Five9's AI solutions, visit their website.

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CX Today's Charlie Mitchell hosts Gurpreet Kohli, Senior Vice President and Global Head of Telecom & Networks of HCLTech. .

We explore the critical role of network redundancy and failover mechanisms in ensuring a reliable contact center operation.

In doing so, we discuss:

• The mission-critical role of the modern contact center 
• The danger of network disruptions on contact center experience 
• The failover mechanisms that ensure uninterrupted service 

For more from HCL Tech on critical contact center considerations, visit HCLTech.

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CX Today's Charlie Mitchell hosts Pasquale DeMaio, VP of Amazon Connect.

In this session, we review all the contact center news from AWS re:Invent 2023, discussing:

• The improved integration of Amazon Connect with Service Cloud Voice 
• Amazon Q and how it fits in Amazon Connect 
• All the other GenAI enhancements for Connect 
• The new Amazon WorkSpaces Thin Client 

If you're looking to find out more about the new GenAI innovations, visit our recent article.

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CX Today's Charlie Mitchell introduces a demo of Zendesk's new generative AI solutions for contact center agents - live and virtual.

He then speaks to Teresa Anania, SVP of Customer Experience at Zendesk, to dive deeper into new tech.

In doing so, they consider:

• The customer response to the new GenAI solutions 
• How easy are they to deploy?
• The security precautions Zendesk has taken 
• More benefits of the technology 
• What comes next? 

Learn more about Zendesk's new GenAI capabilities by visiting Zendesk here.

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