2025 ZKast #102 with Juanita Coley on "What's new in CX?"

Welcome to the very first episode of What's New in CX! ???? I am thrilled to be joined by the incredible Juanita Coley of @solidrockconsulting – also known as the reigning Miss Corporate America!

In this exciting new series, Juanita and I will dive into the dynamic world of Customer Experience (CX), discussing the latest news, innovations, and what they mean for businesses and customers alike.

For our inaugural episode, we're recapping a super busy June in the CX space, including insights from CCW (Customer Contact Week) and NiCE Interactions.

In this episode, we cover:

@Talkdesk CXA (Customer Experience Automation): Explore how Talkdesk's new multi-agent AI solution is designed to automate complex tasks from front-office interactions to back-office functions. Juanita emphasizes the critical role of the "human in the loop" to oversee and validate AI decisions.

@ringcentral Customer Journey Analytics: We break down RingCentral's innovative approach to unifying UCaaS and CCaaS data. Discover how this aims to provide seamless customer journeys and maintain context across departments, addressing a long-standing challenge in UCC integration.

@five9 #AI Agents with Trust & Governance: Get Juanita's take on Five9's proactive move to bake AI trust and governance directly into their agent offerings. This foresight helps address key barriers to AI adoption, particularly in sensitive industries.

NICE's Strategic Partnerships & Empower Agents: We discuss NICE's significant partnerships with AWS, Snowflake and @servicenow and what they mean for data integration and marketplace dynamics. Plus, a look at NICE CXone Empower agents and their ability to collaborate with other systems and scrape context.

Join us for a lively and insightful discussion on how these advancements are shaping the future of customer experience!

Don't forget to like this video, subscribe to the ZK Research channel, and hit the notification bell so you don't miss future episodes of What's New in CX!

#CX #CustomerExperience #ContactCenter #AI #GenerativeAI #Talkdesk #RingCentral #Five9 #NICE #CCaaS #UCaaS #CustomerService #Automation #DigitalTransformation #TechNews #ZKResearch #JuanitaColey #SolidRockConsulting