Contact Center

September 27, 2023
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CX in the age of AI: A leading outsourcer’s perspective – Interview with Cathy Jooste and John Samuel of CGS

Today’s interview is with Cathrine (Cathy) Jooste, President of the Business Process Outsourcing Division, and John Samuel, EVP and CTO, at CGS, a global provider of […]
September 19, 2023
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The delusion amongst customer service and experience VPs – Interview with Micah Peterson of ProcedureFlow

Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software that […]
September 10, 2023
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Recent research suggests that something has to change in the contact center space

It’s not been a great couple of months for customer experience. In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed […]
August 10, 2023
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New shoes, a surprising but delightful musical collaboration, the autonomous enterprise, gen AI and getting personalisation right – Interview with James Dodkins and Tara DeZao of Pega

Today’s interview is a bit different as it features two, separate interviews in one episode. It’s a two-fer! These interviews were conducted on a recent trip […]