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CX Today
CXToday.com
349 episodes
1 week ago
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Every CX leader's nightmare: the one call that went catastrophically wrong. In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses. What You'll Learn: The Real Cost of CX Failures - Beyond refunds: the hidden costs of broken experiences, from team morale to regulatory fines ($14B+ annually)Why Traditional Testing...
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Technology
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Every CX leader's nightmare: the one call that went catastrophically wrong. In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses. What You'll Learn: The Real Cost of CX Failures - Beyond refunds: the hidden costs of broken experiences, from team morale to regulatory fines ($14B+ annually)Why Traditional Testing...
Show more...
Technology
The Future of Contact Center Technology: A Deep Dive
CX Today
18 minutes
1 month ago
The Future of Contact Center Technology: A Deep Dive
CX Today's Charlie Mitchell hosts Richard Bassett, VP of CX & Automation at NiCE. The two discuss the evolution of contact center technology, considering data management, AI, and tech convergence. From there, they consider: 🤔 What Comes Next? 🤔 Bassett discusses how contact centers will become more predictive, proactive, and AI-led by evolving their data strategies. ⏩ How Can Contact Centers Stay Ahead of the Innovation Curve? ⏩ Innovation is outpacing adoptions. Yet, Ba...
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CX Today
Every CX leader's nightmare: the one call that went catastrophically wrong. In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses. What You'll Learn: The Real Cost of CX Failures - Beyond refunds: the hidden costs of broken experiences, from team morale to regulatory fines ($14B+ annually)Why Traditional Testing...
