CX Today

CX Today's Charlie Mitchell hosts Steve Nattress, VP of Product Management at Enghouse Interactive.In this session, we explore the ethical considerations brands must make before deploying AI in the contact center.In doing so, we discuss:How has AI use has changed in the contact center over the past 2 years?What ethical, data privacy, and security challenges have contact centers been confronted with in that time?How is Enghouse approaching ethical AI to help its clients push past these challenges?How can contact center buyers evaluate their potential partners' ethical practices?For on Enghouse Interactive's contact center tech philosophy, visit: https://enghouseinteractive.co.uk/Hosted by Charlie Mitchell, Senior Editor of CX Today News - Customer Experience Technology News  - #contactcenters #ethicalai  #enghouse For more Customer Experience tech news visit https://www.cxtoday.com

Rhys Fisher hosts Emmanuel Doubinsky, Product Director at Scorebuddy.The pair discuss how AI and automation are being used in the Quality Assurance (QA) space. In doing so, they cover:The challenges that come with having access to more QA dataThe role human agents play in an increasingly AI-centric sectorHow AI will impact the future of QA

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

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.