The Latest BIG News from Salesforce, Twilio, and UJET

Delve into some of the biggest stories from across the CX space

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Published: October 12, 2022

Charlie Mitchell

New product launches, research, and tech valuations feature in our latest video edition of BIG News, which boasts not one, not two, but three great guests.

Joining resident hosts Charlie Mitchell and Isabel Blakemore, they include:

  • Rebecca Wettemann, Principal at Valoir
  • Stephen Yap, Director of Research at The CCMA
  • Justin Robbins, Senior Director of Corporate Communications & Evangelism at UJET

Each offers unique insights into the latest and greatest news from across the CX world.

We start with Salesforce, discussing some of the most exciting announcements from Dreamforce, its annual get-together.

From there, we switch lanes to conversational AI, debating recent Gartner research that suggests bots will cut contact center agent labor costs by $80BN in 2026.

Is such an estimation viable, and how will the technology improve in the next four years? Yap offers some food for thought.

Then, we introduce another exciting technology: CPaaS, discussing recent valuations, Twilio’s position as market leader, and its future in CX.

After, we discuss noticeable shifts in customer behavior, UJET’s latest industry research, and the recent CCaaS Magic Quadrant.

How useful is it to gauge the contact center industry, and which other resources may aid CCaaS tech-buying decisions? Wettemann concludes the conversation by sharing her two cents.

Stay Tuned for More BIG News!

Our BIG News series aims to deliver more analyst-driven insights to CX TV viewers.

Yet, we are constantly tweaking our formula to ensure our sessions are as engaging as possible.

So, keep an eye out for more episodes down the line, which will include more of the brightest minds in CX.

Miss episode one? If so, catch up here: The Latest BIG News from Avaya, Microsoft, and Zendesk


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