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Notes from the space between systems.
Contact centers, voice AI, Amazon Connect, Salesforce, and what actually breaks in production. The weekly newsletter and the book live on CX Advocate.
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My Cat’s Vet Visit Was a CX Horror Show (And No One Noticed)
We dropped off our cat at the vet for boarding.
3 min read · contact-center
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Everything else.
- AgenticNet: The Intent Driven Internet4 min
- Your Organization GenAI-Curious or GenAI-Competent?3 min
- AI and the Roman Way: What Cicero Knew 2,000 Years Ago3 min
- VDI and Contact Centers: Are We There Yet, or Are We Still Buffering?6 min
- Rethinking ROI in the Age of AI3 min
- Agentic AI: If You're Not Ahead, You're Already Behind3 min
- AI Skeptics Today Sound Like Internet Doubters Yesterday2 min
- Prioritizing Key Contact Center Initiatives for Maximum Impact6 min
- The Myth of Premium Customer Experience: Are We Really Solving the Right Problems?4 min
- Quantum Computing: A Business Revolution That Will Redefine Security and Efficiency5 min
- Small Wins, Big Impact: Setting Expectations to Align Your Team for Future Challenges4 min
- Why RPA is the Most Underutilized Tool for Extending the Life of Legacy Systems7 min
- The No-Voice Strategy: Are We Really Helping Anyone, Or Just Making Ourselves Feel Smart?6 min
- A Leap Forward in IVR Technology: Shattering the Barriers of Intent, APIs, and Skills8 min
- The Power of Outbound Campaigns in Transforming Constituent Experience6 min
- Why Every Organization Should Include a Consulting Engagement in Contact Center Procurements5 min
- The Two Mindsets of Contact Center Operations: Balancing Metrics and Self-Service with Data Analytics7 min
- Building a Unified State-Level Contact Center: Lessons from the Pandemic and Beyond5 min
- Embracing the Future: Becoming an AI-Augmented Human in the Modern Workspace8 min
- Tech Harmony: Orchestrating the New Tune of Contact Center Management3 min
- Redefining Customer Service in the AI Era: From Reactive to Proactive5 min
- Navigating the Evolution of AI Chatbots3 min
- Democratizing AI: The Impact and Potential of Meta's Llama 24 min
- The Hidden Potential of Old Hollywood Contracts in the Age of AI and Virtual Technology2 min
- Harnessing the Power of AI in Meetings4 min
- Blasting Off into the AI Universe: My Personal Odyssey from 'The Right Stuff' to AI4 min
- Firewalls Unleashed: My Exciting Journey Toward Enhanced Home Network Security with OPNsense3 min
- Proactively Reducing Inbound Call Volume in Public Sector with AWS Pinpoint and Integrated Outbound Solutions6 min
- The Future is Here: Embracing AI to Revolutionize and Scale Public Sector Contact Centers3 min
- Exploring the Power of English and Psychology in Prompt Engineering3 min
- Proactive Outreach: How Government Call Centers with Integrated Data are Resolving Issues Before Citizens Call4 min
- 5 Opportunities for Digital Transformation in Government: Unlocking Efficiency and Improved Public Services2 min
- Embracing the Future: 5 Key Projects for Integrating ChatGPT into Your Organization3 min
- Unlocking the Power of Customer Engagement: Integrating Qualtrics with Amazon Connect for Advanced Measurement and Optimization3 min
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