CX and the City

CX and the City

Once again NICE’s marketing department hit it out of the park at its recent Interactions 2023 customer event in New York City. What better theme and tagline for a customer experience (CX) conference in the Big Apple featuring keynote guest speaker Sarah Jessica Parker (of “Sex and the City” fame), than “CX and the City” – very clever and appropriate.

NICE CEO Barak Eilam is known for his keynote presentations with amazing graphics and effects, and this year’s event was no different.

A Joyful Five9 Event in Porto

Five9 Analyst and Influencers Summit 2023

While I expected the buzzwords de jour at the Five9 Analyst and Influencers Summit in Porto, Portugal to be “AI” and “ChatGPT,” the word we heard most often was “joy.” As the site of Five9’s new innovation center and the company’s European engineering headquarters, Porto was the ideal place to host an analyst event and EMEA customer event, CX Summit EMEA.

Five9 Analyst and Influencers Summit 2023 - graphic 1

Mitel Today – Offering Choice for Customers and Partners

Mitel solutions for every aspect of your healthcare business

While Mitel is about to celebrate its 50th anniversary, today’s Mitel is very different in many ways while still maintaining its focus on customers, partners, and a core unified communications and collaboration offering. In honor of its anniversary and to understand where the company’s been and where it is now, I recently spoke with several Mitel leaders to provide an overall perspective. The key elements of Mitel’s strategy are:

The Growing Need for Knowledge Management

With artificial intelligence (AI) being hailed as the technology of the year, the role of knowledge management (KM) for contact centers has never been more important. Self-service, chatbots, virtual agents, and digital tools all rely on knowledge bases and knowledge management behind the scenes. In the new digital-first customer service environment, and with the rapid rise of chatbots, effective knowledge management tools are essential. 

Mitel on its Intent to Acquire Unify

Martin Bitzinger

Mitel announced it has entered exclusive negotiations with Atos to acquire Unify, the unified communications and collaboration (UCC) and communication and collaboration services businesses of the Atos group. I spoke with Martin Bitzinger, EVP Mitel Product Management and Marketing, about this announcement and what it means for the company.

In this video interview, we discuss how the Unify acquisition fits in with Mitel’s strategy, the role of Unify’s managed services business, and what this all means for customers and partners.

Cloud Connections

Cloud Connections 2023

I had the opportunity to attend and participate in the Cloud Communications Alliance (CCA) Cloud Connections 2023 event in Ft. Lauderdale recently. The Cloud Communications Alliance (an association dedicated to the growth of the cloud communications industry, providing the forum for industry leaders to discuss key topics and advance their goals) puts on the premiere event for UC service providers, creating opportunities for learning, sharing, and networking.

Reliance on AI for Decision Making

As I was getting prepared to teach a graduate class on Ethics in IT, I was reminded—again—about the incredible power and vulnerabilities of AI-based decision making. With more frequency than I’d like, I see the phrase “AI Ethics,” and am quickly reminded that AI, in and of itself, has no ethics. There is really no such thing as “AI Ethics.” In fact, AI is merely a process (or, more accurately a series of processes) that are used to guide decision making.