How Generative AI Will Transform Contact Centers and Shape Your Career
The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us. Generative AI is taking the world...
Important Lessons for Leveraging Technology
With a clear vision and sound processes, the right technology solutions tend to come into focus. Some improvements will be incremental—small wins here and there—and others will be more sweeping. As you look for ways to leverage technology—whether incremental or...
Leveraging technology for improved customer experience
With a clear vision and sound processes, the right technology solutions for your customer experience efforts tend to come into focus. Some improvements will be incremental — small wins here and there — and others will be more sweeping. In some cases, you might even...