On this episode, Amelia welcomes Nancy Jamison, Senior Industry Director, ICT at Frost & Sullivan, a growth advisory and analytics firm that helps companies identify, plan and capture growth opportunities around the world. During this conversation, Nancy and Amelia discuss: - The evolution of digitization in the contact center industry. - The impact of different generations on customer expectations. - The role of AI and chatbots in customer service. - Adoption of AI tools and channels by top performers. - The impact of digital channels on workforce management. - The challenges and complexities in forecasting and scheduling. - Integration of new technologies for enhanced customer experience. - Addressing customer expectations in a multi-channel environment. Resources Mentioned: Nancy Jamison - https://www.linkedin.com/in/najamison/ Frost & Sullivan - https://www.frost.com/ NTT - https://services.global.ntt/ This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. #CXO #CX #ContactCenter #CustomerService #CustomerExperience