CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.
He's joined by six prominent CX analysts to dissect each story.
In this edition, our CX experts include:
Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Simon Harrison, Founder & CEO of Actionary
Finbarr Begley, Senior Research Analyst at Cavell Group
During the conversation, they share more insight into each of the three following news stories:
💼 ServiceNow to Hire Up to 3,000 Employees 💼
ServiceNow - which also acquired CueIn in January - plans a hiring spree to support its growth, AI innovation plans, and meet customer demands.
💰 Verint Quietly Acquired Four AI Providers in 2024 💰
The contact center stalwart rolled up Cogito, Fonolo, and two unnamed tech providers to support its specialized bot strategy.
🫸Microsoft Makes Big Moves In the Contact Center Space 🫸
The enterprise tech giant declared "customer service is broken" in a report, offered a 30-day free trial of its CCaaS platform, and announced native AI agents for it.
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Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #servicenow #verint #microsoft
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00:00-00:48 Intros
00:48-16:02 ServiceNow's Hiring Push
16:02-31:46 Verint's Acquisition Spree
31:46-40:36 Microsoft's Drive for CCaaS