Anticipating Customer Needs with Predictive Analytics
The modern customer expects businesses to be responsive and anticipate their needs before they arise. Predictive analytics in customer experience (CX) has th...
David Dungay · 24 Apr 2025
How to Master AI-Driven Journey Orchestration
Customer expectations have evolved. They no longer want quick and simplistic responses; they demand seamless, personalized, intelligent interactions at every...
David Dungay · 15 Apr 2025
Balancing Human Expertise and AI in Customer Service
Artificial Intelligence (AI) continues to reshape industries, and the contact center sector is at the forefront of much of the adoption as companies battle f...
David Dungay · 9 Apr 2025
The Convergence of AI, CX, and EX - A New Era for Customer Experience Professionals
Artificial intelligence (AI) is reshaping the landscape of customer experience (CX) and employee experience (EX). Organizations are no longer just using AI t...
David Dungay · 28 Mar 2025
Avaya at Gitex 2024: Key Takeaways
Gitex has long been a flagship event in the Avaya calendar, reserved for significant platform launches and updates. Prior to the event, several questions eme...
David Dungay · 24 Oct 2024
Dave Michels on Avaya's Key Launches and Future Relevancy
Watch on YouTube. CX Today's David Dungay spoke to prominent analyst Dave Michels, Founder of TalkingPointz . In this session we discuss the following: How A...
David Dungay · 16 Oct 2024
Javaid Talks Roadmap, AXP Innovation & Zoom Relationship
CX Today's David Dungay spoke to Omar Javid, CPO, Avaya at Gitex this week. Omar has been instrumental in refocusing the product development within Avaya and...
David Dungay · 16 Oct 2024
Zeus Kerravala on Avaya's AI Story, Use Cases, & New CEO
CX Today's David Dungay hosts Zeus Kerravala, Principal Analyst at ZK Research . In this session, we discuss the following: Thoughts on Avaya's announcements...
David Dungay · 15 Oct 2024
Avaya's New CEO Outlines the Importance of AI for Next Growth Phase
CX Today’s David Dungay interviews Patrick Dennis, CEO at Avaya . In this interview we talk to Patrick Dennis who is just one month into his new role. Coming...
David Dungay · 15 Oct 2024
Avaya to "Redefine AI-Powered CX Solutions" at GITEX 2024
This October, Avaya is set to make a significant splash at GITEX Global 2024 in Dubai, showcasing an exciting range of AI-integrated solutions that promise t...
David Dungay · 25 Sept 2024
Virtual Agents: Avoiding the Pitfalls of Integrating Bots - #CXTrends24
Watch on YouTube. CX Today's David Dungay hosts Shameem Smillie, Head of Product Enablement - Apps, Vonage . The video forms part of our CX Trends series, wh...
David Dungay · 1 Jul 2024
Connect, Extend and Power your Contact Center with Microsoft Teams (CX Trends)
Watch on YouTube. CX Today's David Dungay hosts Gidi Adlersberg, Director, Voca CIC Business, Audiocodes . The video forms part of our CX Trends series, wher...
David Dungay · 1 Jul 2024
AI in the Mid-Market: Driving Better Customer Service Experiences - #CXTrends24
Watch on YouTube. CX Today's David Dungay hosts Frederic Laziou, CEO, Puzzel . The video forms part of our CX Trends series, where we deep dive into a series...
David Dungay · 1 Jul 2024
CPaaS: Delivering Faster, Stronger, & Better CX (CX Trends)
Watch on YouTube. CX Today's David Dungay hosts Jay Patel, Webex CPaaS Solutions at Cisco. The video forms part of our CX Trends series, where we deep dive i...
David Dungay · 1 Jul 2024
Agent Experience: The Secrets to an Engaged Contact Center Team - (CX Trends)
Watch on YouTube. CX Today's David Dungay hosts Matt Mckernan, SVP, Content Guru . The video forms part of our CX Trends series, where we deep dive into a se...
David Dungay · 1 Jul 2024
CX Today Announces Partnership with EXCO
CX Today is thrilled to announce a renewed partnership with the European Customer Experience Organization ( ECXO ), aimed at educating Customer Experience pr...
David Dungay · 15 May 2024
Bright Pattern 'Gets Real' on AI and Agent Assist
Watch on YouTube. CX Today's David Dungay speaks to Michael McCloskey, CEO, Bright Pattern . In this session, we discuss the following: Where AI is having TH...
David Dungay · 15 May 2024
Cyara - Testing Provides Secret Sauce to Successful Cloud Migrations
Watch on YouTube. CX Today's David Dungay hosts Andriy Zakharchenko, Product Evangelist, Cyara . In this session we discuss the following: The best time to s...
David Dungay · 30 Oct 2023
Growth Will Be the Indicator of Masarek's Success at Avaya
Watch on YouTube CX Today's David Dungay hosts Zeus Kerravala, Founder of ZK Research on day three of GITEX Global 2023. In this discussion, Zeus reflects on...
David Dungay · 18 Oct 2023
Avaya - It's Time to Redefine Customer Experience and Differentiate
Watch on YouTube CX Today's David Dungay hosts Emir Susic, Global VP of Avaya Customer Experience Services , at Gitex Global. In this discussion, they spoke ...
David Dungay · 18 Oct 2023
Avaya Discusses Roadmap Developments and Priorities for 2024
Watch on YouTube CX Today's David Dungay hosts Omar Javaid, Chief Product Officer, Avaya , at GITEX Global 2023. In this session, we discuss the following: T...
David Dungay · 16 Oct 2023
AI-Enabled Analytics – Picking Insights That Matter
Watch on YouTube CX Today's David Dungay hosts Zac Sprackett, Chief Product Officer, SugarCRM as part of our CX Trends series. During this session, we discus...
David Dungay · 10 Jul 2023
How to Optimise your CX with Automation
Watch on YouTube. CX Today's David Dungay hosts Emily Bristow, Global Head of Professional Services and Customer Success at SS&C Blue Prism as part of our CX...
David Dungay · 10 Jul 2023
Big CX Update with Five9
Watch on YouTube In this video for our Big CX Update Series, CX Today's David Dungay talks to Callan Schebella, EVP Product Management, Five9 . During the co...
David Dungay · 10 Jul 2023
Creating Consistent CX is Key to Customer Retention
Watch on YouTube. CX Today's David Dungay hosts David Butler, SVP of Product & Strategy, Glance Networks. In this session we discuss the following: Where do ...
David Dungay · 5 Jun 2023
Generative AI – A Sea of Change in CX
Watch on YouTube CX Today's David Dungay hosts Genefa Murphy, CMO at Five9 . During this session, we discuss generative AI and its potential to disrupt conta...
David Dungay · 2 May 2023
Drive Cost-Reductions with Effective Self-Service
Watch on YouTube. CX Today's David Dungay hosts Courtney Goodsell, Product Manager at Mavenoid. In this session we discuss the following: What is effective s...
David Dungay · 6 Mar 2023
Is Moving to the Cloud the Best Decision for Improving CX?
Watch on YouTube . CX Today's David Dungay hosts Darren Dean, Sales Engineering Manager, Hammer , and Paul Cicchelli, Sales Director (UK&I), Hammer . In this...
David Dungay · 11 Jan 2023
Talkdesk Introduces New Contact Centre Mobile Apps
Talkdesk has introduced two new apps for the Talkdesk On The Go suite of intelligent mobile solutions: Talkdesk Phone Mobile App and Talkdesk Schedule Mobile...
David Dungay · 23 Dec 2022
Mobile Order and Pay: Oracle's Latest Innovation to Improve Restaurant Experiences
The new Oracle MICROS Simphony solution for mobile orders and payments will support companies in serving customers from anywhere. Whether a customer is picki...
David Dungay · 14 Nov 2022
BISSELL Transforms CX Strategy with Five9
Watch and subscribe on YouTube . CX Today's David Dungay hosts Joe Lochinski, Service Automation & Analytics Manager, BISSELL . In this session, we discuss t...
David Dungay · 24 Oct 2022
Intermedia Drives Business Transformation with a CX-First Mentality
CX Today's David Dungay hosts Koray Parmaks, VP of CCaaS , Intermedia and Robin Gareiss, CEO, Metrigy. In this session we discuss the following: What contact...
David Dungay · 30 Jun 2022
Delivering CX in the Metaverse
Watch on YouTube . CX Today's David Dungay hosts Alex Black, CTO, Enghouse Interactive . Thanks for watching, if you’d like more like this, don’t forget to S...
David Dungay · 24 Feb 2022
Solving CC Cloud Migration in the Finance Sector with Hammer
Watch on YouTube . CX Today's David Dungay hosts Richard Rodwell, Head of Sales and Channels - Asia, Hammer . In this session we discuss the following: What ...
David Dungay · 19 Jan 2022
Fuze: What is Next for CX?
Watch on YouTube In this session we discuss the following: Businesses now want results-driven tech which is driving UCaaS and CCaaS together CPaaS - do busin...
David Dungay · 10 Jan 2022
How Solving Agent Experience Challenges Improves CX
Watch on YouTube In this session we discuss the following: The importance of Agent Experience How does Agent Experience impact Customer Experience Driving CC...
David Dungay · 20 Aug 2021
Analysing the CCaaS Magic Quadrant
Watch on YouTube . In this session we discuss the following: The significance of the leaders quadrant The surprise placings of Five9, AWS and more Who is mis...
David Dungay · 16 Aug 2021
The Future of CX Starts with the CRM
Watch on YouTube In this session we discuss the following: CRM challenges in modern businesses Lost revenue opportunities Driving better CX with CRM If you’r...
David Dungay · 19 Jul 2021
Reimagining Customer Migration Journeys
Watch on YouTube In this session we discuss the following: Partner challenges with supporting remote agents Delivering a cloud journey Using CX to differenti...
David Dungay · 14 Jul 2021
Supercharge your Customer Experience with the Right AI Approach
UC Today’s David Dungay hosts Alex Black, CTO, Enghouse Interactive
David Dungay · 13 Nov 2020