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CX Today's Charlie Mitchell introduces the latest trending news from across the customer experience space.
He's joined by four prominent CX analysts to unpack each story.
In this edition, those CX experts include:
- Liz Miller, VP & Principal Analyst at Constellation Research
- Rebecca Wetteman, CEO & Principal Analyst at Valoir
- Shelly Kramer, President & CEO at Kramer & Company
- Finbarr Begley, Senior Research Analyst at Cavell
During the conversation, they share insight into the three following news stories:
Salesforce Launches Agentforce 3
Less than a year after unveiling "Agentforce 1", Salesforce has introduced Agentforce 3. The analysts consider what's new and the permutations of launching several platform iterations in such short succession.
NiCE & Genesys Release New AI Studios
In June, NiCE unveiled CXone Mpower Agents, and Genesys debuted its Cloud AI Studio, allowing its customers to build autonomous AI agents. Our analysts give their take on these platforms and what differentiates them from similar industry announcements.
Forrester Reveals That Customer Experiences in the US Have Hit a Record Low (Again!)
Customer experiences have again hit record lows in North America. Mitchell & Co. consider why, discuss those dreaded customer service doom loops, and talk about the failures of modern CX metrics.
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