Customer Experience Management (CEM) is quickly becoming a strategic imperative for brands in a multitude of industries.  And it's no wonder, with a recent report stating that within two years CEM will be more important to a customer's perception of a brand than their product or the price of the product.

To learn more about this critical topic and how innovative companies are looking to deploy the right technology in their contact centers and throughout the enterprise, take a listen to this interview with David Jodoin, the Chief Technology Officer at CafeX.  We dig into the trends impacting the market, the role mobile technologies and applications are playing, how WebRTC is changing the game in video in contact centers and ways in which companies are working to create a more personal connection with their customers while quickly solving their problems.

If your job is to make sure your customers are happy, this podcast is a must listen.

Customer engagements have changed more over the last five years than they have in the previous thirty, according to Natalie Keightley, the Contact Center Product Marketing Lead for the EMEA region at Avaya.  Customers are mobile first, demand service in whatever channel and on whatever device suits them, expect companies to know everything about their history (regardless of channel) and insist they solve their problems immediately.  

In this insightful podcast, we dig into how customers are moving to make a superior customer experience the cornerstone of their brand.  We discuss how businesses are changing mindsets to deploy successful omni-channel customer service, the role that integrated self-service plays and how solutions like Avaya Breeze are helping businesses easily embed communications capabilities wherever they are needed (mobile apps, websites, enterprise apps like CRM, etc.).

If your business is ready to take customer experience management to the next level, this is definitely worth the listen!

As Unified Communications solutions become more widely deployed, companies are beginning to take advantage of them to expand their customer service beyond the walls of their contact center.  In this podcast, we discuss this accelerating trend with John Cray, the VP of Product Management for Contact Center Solutions at Enghouse Interactive.  

We discuss how businesses are working to integrate UC into their customer care process in a holistic manner, the types of technological challenges that need to be addressed to bring these disparate solutions together and how contact center agents are taking advantage of these new opportunities.  If you are a business with a contact center and have deployed (or are considering deploying) UC, this is a must listen.