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How NASA Taught Me to Shoot for the Stars
Jul 17,2019
What are some
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Changing Your Contact Center? It All Starts With Your Agents
May 30,2019
Your contact center agents
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Demystifying Artificial Intelligence
May 23,2019
AI is shaping the future of customer experiences and the contact center. Artificial Intelligence (AI) is creating a lot of excitement and there are good reasons for this. According to Forbes, 50% of IT professionals believeartificial intelligence and...
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If We Could Save Time In a Bottle, Would We? Time Distortion and the Contact Center
Apr 24,2019
Jim Croce
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Cisco Contact Center in action at Google Cloud Next Conference
Apr 10,2019
How Cisco is using AI toenhance customer experiences My team and I are excited to be participating at Google
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Announcing the New Cognitive and Collaborative Contact Center
Mar 21,2019
Using the power of cloud analytics and AI to enhance your customer experiences You
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Enterprise Connect 2019: Discover the X factor in the New Webex and Cisco Contact Center
Mar 17,2019
March 18-21, 2019 | Orlando, FL| Orlando, FL On March 19th, Cisco will launch an entirely new kind of intelligence that will forever change how we connect and collaborate with people. This history-making event will take place at Enterprise Connect 20...
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Shaping the Future of Contact Centers and Customer Experiences
Mar 07,2019
Five Factors Shaping the Contact Center and Customer Experience in the Next Five Years In the words of author and entrepreneur Seth Godin,
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Contact Center: The Digital Goalkeeper
Feb 08,2017
The Connected Digital Experience I've visited the United Kingdom any number of times and enjoy the culture, history, and the food. (Well, maybe not the food as much.) Recently I exposed my lack of verbal maturity in a large public forum there by usin...
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"I'll Know it When I Feel It" -A Connected Digital Experience
Aug 10,2016
One of the most successful (and maligned) songs ever recorded was 1974's "Feelings". Written and recorded by Brazilian Morris Albert, its success was offset by a number of ongoing parodies. Yet feelings are critical to how consumers evaluate the comp...
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G.U.N.T.H.E.R Care for Customer Care, Beyond Robotic
May 04,2016
Some of the most iconic characters in movies and television haven't even been human. For example, most people don't realize the name of the robot on Lost in Space was actually G.U.N.T.H.E.R, short for "General Utility Non-Theorizing Environmental Rob...
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Play It Backwards: Jimi Hendrix and Customer Experience Part III
Feb 18,2016
A mentor of mine once told me, "if you have trouble solving a problem, try innovating from the opposite direction." Jimi Hendrix clearly understood this concept well. Being left handed, he was initially confounded by the lack of available left-handed...
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