Tagged: artificial intelligence

How AI Could Get It Wrong for CX

Guest post by Colin Shaw, CEO of Beyond Philosophy

Artificial intelligence (AI) is the future of customer experience (CX). Having machines that predict what customers do can only help CX, right? On the face of it, yes. However, more goes into predicting the realities of customer behavior. Unfortunately, history shows we are not good at that. Continue reading

Q & A with Contact Center Industry Expert Sheila McGee-Smith [Part 2]

By Liz Pedro, Customer Advocacy Director

Last week Sheila McGee-Smith presented at the Five9 2017 Sales Kickoff discussing her insights about the contact center industry and the upcoming forecast for this year. After her presentation we had a quick conversation, diving a little deeper into the contact center.

In case you missed it, click here to read Part 1 of this interview.

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Q & A with Contact Center Industry Expert Sheila McGee-Smith [Part 1]

By Liz Pedro, Customer Advocacy Director

Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. She has a proven track record of accomplishment in new product development, competitive assessment, market research, and sales strategies for communications solutions and services.

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