Are you overwhelmed by the relentless push to overhaul your contact center with AI? Let's clear the air about the real impact of AI in this industry.  My recent talks reveal a surprising fact: many companies are not rushing into AI as believed. In reality, few have a detailed plan or have...

Tune into our latest ACG podcast episode, "Will Auto QA Platforms End the Era of Traditional CX Analytics?" where we dive into the world of customer experience analytics.    We’ll explore and compare the tools and techniques behind both Auto QA platforms and traditional analytics methods. This...

Join Tom in this insightful podcast episode recorded at the HDI Philly event held at Princeton University.  Delve into groundbreaking strategies and cutting-edge technologies, including AI, to revolutionize your service desk operations. Drawing from his leadership at Expivia, where he expanded...