CX Disruptors
A Conversation Series on Taking CX to the Next Level
Drive your CX forward with insights from leading voices in the customer service industry. Start watching below!
Actionable Strategies
Best Practices
Customer-Centric Innovations
Conversational & Generative AI
Watch Latest Episode
AI-Driven Customer Service: How ERGO is Shaping the Future of Insurance
Date: Oct 16, 2024
Duration: 2.53 min
Topic: Digital Transformation, Insurance Innovation, CX
Expert: Felix Wrobel
AI-Driven Customer Service: How ERGO is Shaping the Future of Insurance
Felix Wrobel, Innovation & Digital Transformation, Account Manager Conversational AI @ERGO Group AG
In this episode of CX Disruptors – AI Impact Series, Felix Wrobel from ERGO discusses how Conversational AI is transforming customer service for over 10 million calls annually. Learn how ERGO leverages AI to automate simple tasks, reduce wait times, and improve customer satisfaction, all while supporting agents in providing personalized service. Felix shares ERGO’s vision of becoming the leading digital insurer by 2025 and explains the role of Conversational AI in driving efficiency and 24/7 support.
Toyota’s AI Voice Agents: Elevating Safety and Customer Satisfaction
Date: September 04, 2024
Duration: 3:05 Min
Topic: Innovation, Efficiency, CX
Expert: Donghyun Kim
Description: In this episode of CX Disruptors – Season 3: AI Impact Series, Donghyun Kim, IT Specialist at Toyota Deutschland GmbH, shares how Toyota is leveraging AI to enhance driver safety and streamline customer service. Discover how AI-powered voice agents notify vehicle owners of critical issues, ensure timely repairs, and improve customer interactions, all while reducing the workload for human agents. This episode highlights the transformative impact of AI on customer experience, from safety alerts to seamless lead management.
Bayer's Chatbot Revolution: DSO Go and AI Impact
Date: August 07, 2024
Duration: 3:48 Min
Topic: Operational Efficiency, Employee Satisfaction
Expert: Xenia Hanke
Description: In this video, Xenia Hanke, Jr. Software Engineer at Bayer, shares insights into their innovative use case with the DSO Go chatbot. Discover how Bayer revolutionizes internal communications and enhances employee support with cutting-edge AI technology. Learn how Bayer's DSO Go chatbot answers thousands of questions instantly, supporting over 19,000 employees in multiple languages. See the significant impact on employee satisfaction and operational efficiency through innovative chatbot technology powered by Cognigy.AI.
Lippert reduces costs and frees Agents time with AI
Date: July 24, 2024
Duration: 3:01 Min
Topic: Real-time information retrieval, intent routing
Expert: Phillip Dougherty
Description: Join us for CX Disruptors Season 3: AI Impact Series as Phillip Doherty, AI Product Manager at Lippert, delves into their journey of implementing Conversational AI to enhance customer service. Learn how Lippert automated key processes like part price, availability, and order status to provide 24/7 support, drastically reducing costs and improving efficiency. Discover the real-world challenges and solutions in deploying AI, and how Lippert ensures their customers get the help they need instantly and seamlessly. Don't miss Phillip's expert insights on the transformative power of AI in customer service.
Navigating the AI Revolution: Insights from Cognigy's CEO Philipp Heltewig
Date: Mar 3, 2024
Duration: 13.5 Min
Topics: Implementing AI, CX
Expert: Philipp Heltewig
Description: In this season finale of the CX Disruptors Masters Series, join Jarrod as he interviews Philipp Heltewig CEO & Co-Founder of Cognigy. Watch as they delve into the rapidly evolving landscape of artificial intelligence (AI) technology and its implications for businesses. Philipp Heltewig, a seasoned expert in AI, shares valuable insights on the key factors determining business success in implementing AI, the transformative potential of open source AI models, and the shifting paradigms in customer service, sales, and marketing.
Key Strategies for Leadership Buy-in for 2024
Date: Feb 1, 2024
Duration: 16.5 Min
Topics: Trends, Reshaping CX
Expert: Zeus Kerravala
Description: Join Zeus Kerravala, Founder and Principal Analyst at ZK Research, in a dynamic exploration of 2023's transformative trends and their impact on the upcoming year. Discover how AI is reshaping customer experiences. Uncover insights on virtual interfaces, the evolving dynamics of contact center agents, and the delicate balance between human interactions and AI.
Decoding the Future: Data-Centric CX Strategies
Date: Jan 30, 2024
Duration: 17.5 Min
Topics: Customer Service, Data Architecture
Expert: Nicolas de Kouchkovsky
Description: Join us for Season 2, Episode 6 of Cognigy's CX Disruptors Masters Series: CX Forecast 2024 with Nicolas de Kouchkovsky, Principal Analysts at CaCube Consulting. Explore the future of customer experience (CX) strategy in 2024, delving into the evolving landscape of enterprise transformation. Learn about the strategic impact of AI in customer service operations and the pivotal role of data architecture.
Mastering the AI Wave: Big Tech's Role, Real-World Challenges and Tactical Business Insights
Date: Jan 26, 2024
Duration: 24 Min
Topics: Technical Business Insights
Expert: Jon Arnold
Description: Dive into this episode of CX Disruptors with Jon Arnold, Principal at J Arnold & Associates and join the conversation on "Mastering the AI Wave: Big Tech's Role, Real World Challenges, and Technical Business Insights." Explore the pivotal role played by tech giants like Amazon, Microsoft, and Google in driving AI adoption.
CX Forecasts 2024: Putting People at the Core of Contact Center Evolution
Date: Jan 24, 2024
Duration: 18 Min
Topics: Contact Center Evolution, CX
Expert: Juanita Coley
Description: Join Cognigy's Jarrod Davis and Blair Pleasant, President & Principal Analyst at COMMfusion, for Season 2, Episode 4 of CX Disruptors Masters Series.
The Evolving Landscape of Contact Centers in 2024: Blair Pleasant's CX Forecasts
Date: Jan 22, 2024
Duration: 14.5 Min
Topics: Generative AI, Customer Experience
Expert: Blair Pleasant
Description: Join Cognigy's Jarrod Davis and Blair Pleasant, President & Principal Analyst at COMMfusion, for Season 2, Episode 4 of CX Disruptors Masters Series.
Customer Service in 2024: Bridging Gaps, Age Preferences, and Employee Satisfaction
Date: Jan 19, 2024
Duration: 25.5 Min
Topics: Bridging Gaps, AI Adoption
Expert: Robin Gareiss
Description: Dive into the future of customer service with Season 2, Episode 3 of Cognigy's CX Disruptors Masters Series!
Exploring Tomorrow's Contact Centers: AI, Data Focus, and Evolving Perceptions
Date: Jan 10, 2024
Duration: 20 Min
Topics: Generative AI, Customer Interactions
Expert: Dave Michaels
Description: In this episode of CX Disruptors Masters Series, we welcome Dave Michaels, Lead Analyst from Talking Points, to explore the profound impact of Generative AI on contact centers.
CX Forecasts 2024: Navigating the Future of Customer Experience
Date: Jan 8, 2024
Duration: 22 Min
Topics: Strategy, Generative AI
Expert: Sheila McGee-Smith
Description: Join Jarrod from Cognigy in an engaging conversation with Sheila McGee-Smith, the president and principal analyst of McGee-Smith Analytics, as they explore the evolution of customer experience.
Conversation Design in the Age of Generative AI: Challenges and Opportunities
Date: Oct 31, 2023
Duration: 21 Min
Expert: Hans Van Dam
Revolutionize your Customer Service: Unlock your Agents Superpowers with the Cloud Tech Gurusa
Date: Aug 29, 2023
Duration: 22 Min
Expert: Darren Prine
Unlocking the Power of AI in Customer Service: A Conversation with 8x8 and Cognigy
Date: Jul 3, 2023
Duration: 20 Min
Expert: Philipp Heltewig and Sam Wilson
BXG Academy: Changing Perceptions of Customer Experience
Date: Jun 24, 2023
Duration: 22 Min
Expert: Amas Tenumah
AI-Powered CX: Discover the Future of Customer Experience with Thijs Waanders
Date: Aug 29, 2023
Duration: 20 Min
Expert: Thijs Waanders
Unlock the Power of Emerging Tech: Insights from the CX Innovation Institute
Date: Jun 2, 2023
Duration: 17 Min
Expert: Simon Kriss
Optimizing CX: Bosch's Concierge Bot Paves the Path to Success
Date: May 19, 2023
Duration: 16 Min
Expert: Oliver Maus & Özge Karadag
Revolutionizing CX: E.ON is Unleashing Creativity with Conversational AI
Date: Apr 12, 2023
Duration: 20 Min
Expert: Fabian Schneidereit