What if the secret to better customer experience isn’t faster service—but smarter balance? Discover a practical framework that helps you streamline the routine, spotlight the meaningful, and turn every interaction into measurable business value.
Justin Robbins
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Shopify’s bold AI mandate is making headlines—but is it a blueprint for innovation or a recipe for performative productivity? Justin Robbins breaks it down and exposes what most leaders are getting wrong about AI adoption.
Justin Robbins challenges the outdated “think outside the box” mantra—and reveals why real leadership means stepping out of your comfort zone and into someone else’s.
Most CX technology investments don’t fail because of the software—they fail because decision-makers overlook the people using it. When tech buyers ignore frontline realities, adoption plummets, workflows break, and ROI disappears. Here’s what’s going wrong—and how to fix it.
During Customer Contact Week Winter 2025, I had the opportunity to sit down with Matt Bruno, Chief Revenue Officer at Laivly, to discuss the evolving role of AI in customer interactions, the balance between automation and human touch, and what contact center leaders should prioritize in 2025. The Acceleration of AI and the Rise of […]
Enterprise Connect was a masterclass in buzzword overload—“agentic” meant everything and nothing, leaving buyers confused and unimpressed. Want to stand out? Ditch the jargon, define your value, and lead with clarity.
