Is Your IVR a ROADBLOCK or a PATHWAY Helping to Resolve Customer Issues?
Fertitta Entertainment Several years ago, struggling to handle call volumes due to understaffing resulting from COVID, we were faced with a few options. Add an IVR and try to divert callers, making it harder to get to an agent. Or, add a customer-led conversational AI...
HEADLINER – Say YES to What’s Next: Service at the Speed of Change
CX leader Heather Arthur discusses how leaders can say yes to the right things, empower their people and embrace AI …while leading change with empathy and courage.
The Top 10 Strategic Imperatives Reshaping Customer Experience in 2026–2027
Prepare yourself, as the customer experience (CX) field is about to undergo an exciting transformation! Between 2026 and 2027, businesses will transition from merely dabbling in artificial intelligence (AI) to fully embracing AI-powered operations. This remarkable...
Balancing Radical Candor and Bold Data Driven Decisions
Leadership at the Center of Service As a seasoned customer experience executive in a contact center, I have learned that great service is never accidental. It comes from disciplined leadership, clear priorities, and a deep respect for both the customer and the...
