CX Today

• Revolutionizing CX Uncovering Hidden Opportunities in the Evolving Landscape

  In this interview, Miratech's Matthew Ainsworth dives deep into the current state of CX and the dynamic opportunities emerging in this rapidly evolving landscape.From the quick rise of CCaaS, to the challenges large enterprises face in adopting cloud technologies, Matthew reveals why CX transformation isn't as simple as just jumping on the AI bandwagon.With real-time experiences and multi-vendor solutions becoming the norm, discover what businesses need to consider to stay ahead in the game and the complex hurdles of data security and personalization that come with innovation.

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• Scorebuddy's CEO Discusses Future of Contact Center Innovation and AI Integration (Big CX Update)

  Join Rhys Fisher as he sits down with Derek Corcoran, the CEO and Founder of Scorebuddy, a leading vendor in the quality assessment space.Derek shares his journey from the telecommunications industry to creating Scorebuddy, discussing how AI is reshaping the customer service landscape and transforming agent performance. This conversation dives into how technology is streamlining the customer experience, offering invaluable insights for anyone interested in the future of customer service operations.In this exclusive interview, Derek opens up about his background, what drives him, and how Scorebuddy is setting a new standard in the contact center industry. Here's what you'll learn:The Birth of Scorebuddy: How a need for efficient quality management in contact centers led Derek to develop a comprehensive solution.AI’s Role in Contact Centers: Derek discusses the growing impact of artificial intelligence, from automating evaluations to augmenting human oversight, and how Scorebuddy is leveraging this technology.Customer Success at the Core: With a strong focus on customer satisfaction, Derek explains how Scorebuddy's team is dedicated to ensuring each deployment succeeds and customers see real business impact.The Future of Innovation: Derek shares his perspective on what’s next for the industry and how Scorebuddy is staying ahead of the curve by continuously evolving with new technologies.This interview provides a behind-the-scenes look at the intersection of AI and customer service, highlighting the practical and strategic implications for businesses navigating this exciting transformation.

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• Salesforce Update - The Google Gemini Announcement, Agentforce 2dx, & ITSM Push

  Watch on YouTube.In this episode of our Salesforce Update, CX Today's Floyd March hosts two expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:The Salesforce and Google PartnershipThe CRM leader has allowed joint customers to access Google Gemini within Salesforce’s Agentforce platform. The analysts explore why this is so significant. Agentforce 2dxThe next evolution of the Agentforce platform launched at the beginning of March. The analysts share how 2dx is different from what came before..Salesforce Hints at a Move Into ITSM SpaceSalesforce CEO Benioff teased a move into the ITSM space two times last month. A snipe back at ServiceNow or an inevitable move? The analysts share their perspectives.The two expert analysts taking on each topic are:Rebecca Wetteman, CEO & Principal Analyst at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchThanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.Stay up to date with the latest in CX space by subscribing to our newsletter.You can also join in the conversation on our Twitter and LinkedIn pages.

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• Big CX News - The Latest on the New Amazon Connect, Zendesk's New Contact Center Platform

  Watch on YouTube.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 each story.In this edition, our CX experts include:Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, President & CEO at Kramer & Company Finbarr Begley, Senior Research Analyst at Cavell During the conversation, they share more insight into each of the three following news stories:AWS Launches the Next Generation of Amazon ConnectThe Amazon Connect relaunch signals a major platform re-architecture, with AWS embedding first-party AI across its CCaaS platform.Zendesk Debuts a New CCaaS Solution After Acquiring Local MeasureFollowing Zendesk's acquisition of Local Measure, it introduced a CCaaS solution for the midmarket and above.Genesys Delays Its Bid to Become an IPOThe Information broke the story, with its sources suggesting that the company chose to do so because of increased "stock market volatility". But are there other reasons.Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.

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• The Future of Work: Managing a Blended AI and Human Workforce

  CX Today's Head of Content Susie Harrison hosts Cognigy's VP Marketing, Alan Ranger. With Cognigy’s recent launch of their Agent Ops platform, we dive into how AI and human agents are collaborating to boost efficiency, enhance customer interactions, and tackle high-value tasks - while leaving repetitive work behind.We also discuss tackling workforce concerns about AI, the skills needed for this new era, and how Agent Ops is redefining workforce management with real-time monitoring, compliance, and scalability - handling 10,000 messages in a minute during a crisis!

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