CX Today’s Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023.

In this session, we evaluate the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023, discussing:

• How much stock should tech buyers put in the Magic Quadrant?
• Top takeaways from this year’s report
• This year’s market leaders
• How could this change in 2024?

Clare Muscutt, Founder, Women in CX hosts Susanna Baque, Senior Director Global CX, SCIEX, Renee Fokken, Director of CX, Cisco, Czarina Sheikh Mathew, Business Excellence Exec, The Access Group & Shameem Smillie, Founding Member, Women in CX.

In this session we discuss the following:

• What has been the big evolution in CX over the last few years and what part has tech played in that?
• How does lack of diverse leadership impact the challenges we are seeing in CX?
• What kinds of experiences have impacted you along your journey?

CX Today’s David Dungay hosts Courtney Goodsell, Product Manager at Mavenoid.

In this session we discuss the following:

• What is effective self-service? Why are so many companies falling short when it comes to their self-service solutions?
• What kinds of self-service optimisations are having the biggest impact on CX?
• When it comes to implementation, what kinds of challenges do businesses need to overcome in order to get maximum ROI from their self-service solution?

If you’re looking for more information on this topic visit Mavenoid.

CX Today’s Charlie Mitchell hosts Garry Gormley, Founder of FAB Solutions.

In this session, we break down the following three contact center agent trends.

• Trend #1: Agents’ Increased Workload
• Trend #2: Agents’ Difficulty with Contact Center Tools and Software
• Trend #3: Agents’ Lack Managerial Support

To delve into a whitepaper full of more excellent advice for addressing these trends: visit: https://assets.ringcentral.com/us/ebook/agent-experience-trends.pdf