CX Today

CX Today's Susie Harrison hosts Matt Yates, VP Engineering at MaxContact.

In this session, we cover:

• Harnessing the huge volumes of data available efficiently and effectively
• The key opportunities and challenges in having this data available
• Tips for implementing clear, data-driven decision making
• The impact of AI on how data is captured and the level of detail provided
• The broader impact of AI in the contact center

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025.
To run through them, he's joined by:

• Barry Cooper, President of NICE CX
• Max Ball, Principal Industry Analyst at Forrester Research

Both share their perspectives on each of the trends - as shared below:
Trend 1 – Advancements In AI Will Turn Contact Centers Into Profit Centers
Trend 2 – Contact Center Leadership Roles Will Become More Strategic and Stretch Beyond Customer Support
Trend 3 – Contact Centers Will Shift Investment from Human-Led Interactions to Reskilling the Workforce
Trend 4 – AI-Centric Customer Experience Benchmarks Come to the Fore
Trend 5 – Businesses Will Shift AI Providers to Realize Immediate Business Value
More on each of these trends is available within NICE's CX Trends for 2025 study. It also includes several more trends with expert analysis. Check it out here: https://get.nice.com/stateofcx
Alternatively, to learn more about NICE's CX tech, visit: https://www.nice.com/
Hosted by Charlie Mitchell, Senior Editor of CX Today News - Customer Experience Technology News #customerexperience #cx #nice
For more Customer Experience tech news, visit: https://www.cxtoday.com

CX Today's Sandra Radlovački hosts Genefa Murphy, Chief Marketing Officer at Five9.

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 AWS, RingCentral, Salesforce, and Webex.

In this edition, our CX experts include:

• Dave Michels, Lead Analyst at TalkingPointz.com
• Shelly Kramer, Principal Analyst and Founding Partner at Futurum Research
• Jon Arnold, Principal of J Arnold & Associates
• Liz Miller, VP & Principal Analyst at Constellation Research
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research

Fauscette is also a judge at our 2023 CX Awards. For more details into the event - and to possibly enter - visit this page.

CX Today's Charlie Mitchell hosts Ben Neo, Head of Enterprise Sales EMEA at Zoom Phone.

In this session, we delve into some of the biggest announcements from Zoomtopia 2022, discussing:

• The launch of the Zoom Virtual Agent
• New additions to Zoom IQ
• Updates to the Zoom Contact Center
• Zoom's vision for customer experience