Next-Generation Customer Experience Technology News Customer Experience is now the most critical consideration for any brand. It doesn’t matter how affordable your products are, or how innovative your services could be. Your customers won’t consider your company if you can’t promise amazing experiences. Customer expectations are now higher than ever, but 93% of professionals believe that access to the right technology could bridge the experience gap. Studies from Twilio indicate that people receive around 63.5 notifications per day, not to mention endless emails, texts, and phone calls. When the time comes to reach out to your business for solutions to a problem, your clients want real, valuable conversations. Over the years, UC Today has emerged as your one-stop solution for insights into unified communications. Now we believe it’s time to deliver the same solution for CX. Introducing the arrival of CX Today. What to Expect from CX Today CX Today is our new website dedicated to all things customer experience. Just as you turn to UC Today for insights into unified communication, collaboration, and beyond, you can rely on CX today for a complete guide to customer-focused solutions. Though most companies understand how valuable customer experience is to their chances of success, business and consumer demands are evolving at an incredible pace. The technology and platforms we use are changing, and the contact centre decision-making process is transforming too. Throughout the year, CX Today will deliver everything you need to know about the CX space, covering essential topics like: Customer experience: Contact centre, CRM and collaboration Intelligence: Big data, analytics, and artificial intelligence People: Management, strategy, and best practices We’ll be keeping you up-to-date with marketplace news, customer stories, best practice guides, event coverage, and exclusive analytics, insights, and strategies too.
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The Gartner Magic Quadrant for CCaaS 2024 is here! Congratulations to NICE, Genesys, Amazon Web Services (AWS), and Five9 for making the leader quadrant once again. Webex also places well as a challenger. Meanwhile, Talkdesk remains on the cusp of the leader quadrant as a visionary. In my coverage for CX Today, I consider the top takeaways and share additional insight. Check it out below! #ccaas #gartnermagicquadrant #genesys #nice #aws #five9
Optimizing Your AI Agents for CX Success 🤖 How far can you push your virtual agents? #cx #customerexperience #ccaas #contactcenters #ai #artificialintelligence | Bright Pattern
The State of CX 2024 report is here, offering critical insights into how GenAI is transforming the customer experience (CX) landscape. From AI-driven automation to cross-system workflows, discover how CX vendors are redefining the future. Key Highlights: 🔴 AI-Led Automation: #GenAI is leveling the playing field with innovations like auto-summarizations, intent analysis, and sector-specific process automation. 🔴 Industry-Specific Solutions: CX vendors are increasingly focusing on healthcare, financial services, and retail as the top sectors for AI-driven growth. 🔴 The Rise of Autonomous Bots: Salesforce's Agentforce platform and other vendors are rolling out AI agents to automate complex workflows across platforms like Workday. Explore the full report for deeper insights into the future of #AI in CX and how your business can stay ahead. Download the report here 👉 https://lnkd.in/ehCGEEwb | #cx #cxnews #ccaas
The State of the CCaaS Space: 5 Uncomfortable Truths 🖐 As more CCaaS customers shift providers, vendors must face these five uncomfortable truths #cx #ccaas #zoom | Zoom
Harnessing the Power of Data in Contact Centers CX Today's Susie Harrison hosts Matthew 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 Watch the discussion in full 👉 https://lnkd.in/e-_YQas6 #cx #contactcenters #ccaas #data #ai
Sprinklr Adds 70 CCaaS Features, Boosts Its Knowledge, Workforce, & Case Management Capabilities 💪 There are also fresh enhancements for Sprinklr's ‘Digital Twins’ 👇 https://lnkd.in/eSsdEgYZ | #cx #cxnews #ccaas
The Evolution of AI in the Contact Center CX Today’s Susie Harrison hosts Fred Fontes Gerards, GM of implementation and delivery at Replicant, to discuss AI in the contact center 🎤 In this session, we cover: 🔴 The key opportunities and challenges for AI in the contact center 🔴 Identifying AI readiness 🔴 Common challenges and pitfalls of AI deployment 🔴 Measuring ROI from AI deployment 🔴 How to identify your AI partner Watch here 👉 https://lnkd.in/ePrKY9JS #cx #ccaas #contactcenters #ai
Microsoft Makes Its Agentic AI Move, Announces Ten Pre-Built Agents for Dynamics 🤖 Unpack how Microsoft is enabling organizations to custom-build Autonomous Agents for customer experience and beyond 👇 https://lnkd.in/eYKZMjcE | #cx #cxnews #ccaas
Salesforce Goes Live with Agentforce, Promises to “Redefine What’s Possible In Business” Salesforce has announced that its #Agentforce platform is now generally available. The platform allows businesses to scope, test, and deploy out-of-the-box autonomous #AI Agents that augment their existing Salesforce workflows. 👉 https://lnkd.in/eNsTD_Sa | #cx #cxnews #ccaas
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