Charlie Mitchell, CX Today Journalist Profile

Articles

The Latest BIG News from ServiceNow, Salesforce, SAP, & Talkdesk

5 days ago | cxtoday.com | Charlie Mitchell

From the launch of a unified CRM solution to the expansion of another, here are extracts from some of this week's most popular news stories. ServiceNow has unified its CRM solutions on one platform: ServiceNow CRM. Those apps include ServiceNow Customer Service Management (CSM), Sales and Order Management, and Field Service Management. The tech giant has also packaged industry-specific extensions to bolster the platform across numerous verticals, including banking, healthcare, and retail.
Sprinklr Shares Its Vision for the Autonomous Contact Center

6 days ago | cxtoday.com | Charlie Mitchell

That alone is a testament to its prowess in automating customer contacts. However, both the contact center and conversational AI spaces are evolving rapidly. First, because of the influence of generative AI. Now, because of agentic AI. Sprinklr is moving with the markets and has a unified customer experience management (CXM) vision to work toward. Part of that vision depicts the contact center and conversational AI as on a collision course, ushering the autonomous contact center of tomorrow.
Is My Provider FedRAMP High Accredited?

1 week ago | cxtoday.com | Charlie Mitchell

By Charlie Mitchell Content Guru has secured a significant competitive advantage by becoming the first full-stack CCaaS provider to achieve FedRAMP High certification - the highest level of federal cloud security validation. In this exclusive interview, Andrew Casson, VP of Public Sector at Content Guru, explains to CX Today's Charlie Mitchell why this achievement is transformative for organizations handling sensitive data.
The Top 5 CCaaS Decisions Contact Center Leaders Must Make in 2025

1 week ago | cxtoday.com | Charlie Mitchell

Agentic AI, machine customers, large language models (LLMs)... there's lots of new terminology for contact center leaders to consider in 2025. Yet, they must also cut through this noise, strategize, and - ultimately - prioritize to ensure they're meeting new expectations from customers, employees, and the broader business. With this in mind, here are five questions for contact center leaders to ask themselves so they can steer the ship in the best possible direction. 1.
Introducing the Judges for the CX Awards 2025

1 week ago | cxtoday.com | Charlie Mitchell

Every day, an AI startup, an industry stalwart, or a big tech giant seems to bring a new solution to market, promising to transform customer experiences. Yet, with so many flashy announcements and marketing campaigns, it can be tricky for buyers to see through the noise. As such, companies may struggle to isolate truly market-leading technologies and the vendors best placed to serve them.
Zurich Insurance Group Makes Customer-Centricity Real by Setting 33 CX Standards

2 months ago | cxtoday.com | Charlie Mitchell

Zurich Insurance Group is on a mission to create more meaningful customer relationships. That mission started by fixating on the customer engagement points that make or break loyalty. “In insurance, there aren’t many points of interaction,” explained Conny Kalcher, Chief Customer Officer at Zurich Insurance Group. 23 percent of customers claim they have not had an interaction with us in the past 12 months. That’s why, whenever we do interact, it has to matter.
What Will the Contact Center Agent Role Look Like in 2030?

2 months ago | cxtoday.com | Charlie Mitchell

Watch on YouTubeSteve Blood, VP of Market Intelligence and Evangelism at Five9, shares his expert vision with host Charlie Mitchell on how the contact center agent role will transform by 2030. Blood explains how tomorrow’s agents will handle increasingly complex, downstream interactions as AI manages routine inquiries.
Zoom & Microsoft Teams Unite with a New Contact Center Integration

2 months ago | cxtoday.com | Charlie Mitchell

Zoom will release an integration between its CCaaS platform and Microsoft Teams next week. The integration will allow service agents on the Zoom Contact Center to transfer calls to back-office workers using Teams. Yet, crucially, the integration is bidirectional, so back-office employees can also pass the call back to the agent. As these cases switch between the platforms, key call details follow, giving the person picking up the call crucial customer context.
Google Refreshes Its Customer Engagement Suite, Includes a Console to Build AI Agents for Self-Service

2 months ago | cxtoday.com | Charlie Mitchell

Google has unveiled several advancements to its Customer Engagement Suite. The suite houses its CCaaS offering – formerly the Google Contact Center AI Platform – alongside several conversational AI solutions. Many of its core capabilities are evident in the graphic below. Consider the top layer of this graphic. It features Conversational Agents, Agent Assist, and Conversational Insights. These solutions support customers, service reps, and contact center agents, respectively.
ServiceNow Snaps Up Moveworks for $2.8BN, Bids to Be “the Market Leader” in CRM

2 months ago | cxtoday.com | Charlie Mitchell

ServiceNow has agreed to acquire Moveworks for $2.8BN, representing the largest deal in its history. Moveworks provides companies – including Siemens, Toyota, and Unilever – with AI assistants to manage organization-wide requests from employees. It is the second employee-facing virtual assistant provider that ServiceNow has rolled up in 2025 alone, following its CueIn acquisition. In both cases, ServiceNow underlined its aim to drive agentic and generative AI adoption across the enterprise.