News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journali...
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 ResearchBoth share their perspectives on each of the trends - as shared below:Trend 1 – Advancements In AI Will Turn Contact Centers Into Profit CentersTrend 2 – Contact Center Leadership Roles Will Become More Strategic and Stretch Beyond Customer SupportTrend 3 – Contact Centers Will Shift Investment from Human-Led Interactions to Reskilling the WorkforceTrend 4 – AI-Centric Customer Experience Benchmarks Come to the ForeTrend 5 – Businesses Will Shift AI Providers to Realize Immediate Business ValueMore 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/stateofcxAlternatively, 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 #niceFor more Customer Experience tech news, visit: https://www.cxtoday.com
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Big CX News - The Latest on Microsoft's AI Agents, Afiniti's Bankruptcy, & Sprinklr's New CEO
Watch on YouTube.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 news in the space, including stories from Microsoft, Afiniti, and Sprinklr.In this edition, our CX experts include:Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Derek Top, Senior Analyst at Opus Research Finbarr Begley, Senior Research Analyst at Cavell GroupThanks for watching. If you’d like more content like this, don’t forget to SUBSCRIBE to our channel.You can also join the conversation on our X and LinkedIn pages.
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Contact Centres in 2025: How to Build Next Year’s Success Today
CX Today's Susie Harrison hosts Ben Booth, CEO & Co-Founder at MaxContact to explore the trends in contact centers for the year ahead.In this session, we explore:The dominant trends in the contact center of 2025 and the essential tech for managers to align themselves withProving ROI from AI investment and how to identify where AI is offering benefitsStriking the optimal balance between use of AI and human agents, and how much freedom to give AIAI's current limitations and how to implement guardrails to ensure its safe use
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Inside Cognigy's Revolutionary Agentic AI: The Future of Conversational Automation
CX Today's Susie Harrison hosts Sebastian Glock, Director of Product Marketing at Cognigy, to delve into agentic AI and its possibilities for CX.In this session we cover:What agentic AI isAgentic AI's potential to revolutionize the CX marketWhat Cognigy's agentic AI deliversHow the interplay between human and digital agents is evolvingThe future for contact centers and agentic AI
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Big Update with Cognigy
CX Today's Susie Harrison hosts Alan Ranger, VP Marketing at Cognigy, for a deep dive into his role, Cognigy and innovations in AI.Expect to dive into the heart of Cognigy's company culture, understand their key products and services, and discover how they tackle the big challenges in the tech industry
News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team. Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.
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