Charlie Mitchell on Muck Rack

Charlie Mitchell

As seen in: CX Today (Podcast), Financial Times, The Telegraph, Vox, Yahoo, The National, WDSY-FM (Pittsburgh, PA), Genetic Literacy Project, Statesman Journal, CX Today, Urban Milwaukee and
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Articles

The Top Contact Center Challenges by Industry and How to Solve Them

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By Charlie Mitchell
| CX Today
High attrition, siloed knowledge, ever-increasing customer expectations... contact centers face many of the same challenges they have for decades. Yet, they are also tussling with emerging issues, including increased pressure to build relationships with IT and adjacent departments, support new employee needs, and implement AI.
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Where Does Customer Journey Mapping Go Wrong? (And How to Fix It)

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By Charlie Mitchell
| CX Today
By Charlie Mitchell To dig into the challenges and opportunities of customer journey mapping, Charlie is joined by: Katie Stabler, Founder of CULTIVATE Customer Experience by Design Paul Hughes, Head of CX Sales for the UK, Ireland & South Africa at Mitel Early in the discussion, Stabler emphasizes why journey mapping often falls short, and how bias, poor data application, and siloed thinking can derail CX efforts.
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IT Now Calls the Contact Center AI Buying Shots: So What?

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By Charlie Mitchell
| CX Today
By Charlie Mitchell Joining Charlie for this conversation are two leading experts: Wayne Butterfield, Partner for AI, Automation & Contact Center Transformation at ISG Christoph Börner, VP of Engineering at Cyara Together, they unpack how AI is transforming not only customer service, but also how contact centers buy, test, and trust technologies. Why Is IT Taking Over Contact Center Procurement?
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