Artificial Intelligence (AI)

My Perspective on Zoom Perspectives 2023

Zoom Perspectives 2023

At Zoom’s industry analyst conference, Zoom Perspectives, the company laid out its priorities and roadmap, while demonstrating how to do hybrid events the right way. With a mix of in-person and remote attendees, Zoom showcased how its various technologies can create an engaging hybrid event for all attendees.

There were sessions on Zoom events, collaboration, meetings, the Zoom ecosystem, go to market, and much more. For me, the highlights were the discussions around contact center/CX, AI, and of course, hearing from Zoom Founder and CEO Eric Yuan.

Viva Las Verint!

Verint Engage 2023

“The Art of Innovation” was the theme at Verint’s Engage customer event held in Las Vegas, with over 1,000 customers, partners, and analysts in attendance. While the theme was innovation, the Verint presentations and sessions were all about using AI to deliver CX automation. The buzzword of the event was “open” – open CCaaS, open data, open platform – you get the idea.

The June episode of the Watch This Space podcast with BCStrategies' Jon Arnold and Chris Pine starts with Jon's takeaways from Five9’s analyst even

Our May episode takes BCStrategies' Jon Arnold and Chris Pine to Boston and New York, where Jon recounts takeaways from Extreme Networks’ analyst e

As we (BCStrategies' Jon Arnold and Chris Fine) usually do at this time of year, in this Watch This Space podcast we provide our take on what to ex

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.

Employee Engagement All the Rage at Verint Engage

Customer Engagement Cloud Platform

Verint is on a mission to help brands close the “Engagement Capacity Gap.” At Verint Engage, Verint’s annual customer event, attendees heard how the company’s platform and technologies can close the gap created between customer expectations and organizations’ limited budget and resources. Verint CEO Dan Bodner explained how the shift to digital engagement channels and rising consumer expectations for better and faster service, along with organizations’ limited budgets and resources, make it harder for brands to keep up with demands, creating a growing gap.

A NICE Time in Wyoming

I recently attended my first in-person analyst event in18 months, and it sure was NICE (pun intended). The NICE team put on an amazing event, in terms of both content and the Analyst Experience (AX - a new term I coined). Taking place in Jackson Hole, Wyoming, we got to experience a scenic helicopter tour, and all that Jackson Ford Ranch had to offer including a choice of horseback riding, bison encounters, fly fishing, nature walk, archery/axe throwing, and more.

Four Signs You Could be Losing Your Contact Center Millions of Dollars a Year

Forward-thinking contact center IT managers are adding millions to the bottom line – by rethinking their role and status as Cost-Cutter-in-Chief. Is it time you did the same?

A typical contact center handles tens of thousands of customer conversations a day – and every one of those interactions is an opportunity to sell or increase customer loyalty. But, all too often, contact center IT managers are forced to see a customer not as a business opportunity, but as a problem to be dealt with as quickly as possible.