Contact Center Perspectives🎙️

<p>Mark McKercher, VP of Global Customer Support at Sovos, explains why most AI efforts fail before they begin. He reveals how unrealistic expectations and weak foundations derail success. He shows how AI can turn...

<p>Simas Tamosaitis, Director of Customer Service at Mastermind.com, outlines a mission-driven CX framework that shifts teams from transactional to transformative. He explains how mindset, mission, and clear KPIs create...

<p>Tracey Djordjevic, Director of Customer Service at Clarion Medical Technologies, explains why embracing constant change defines effective service leadership. She connects personal mindset with team stability through...

<p>Marcia Daniel, Chief Client Officer at Ferrilli, explains why reliable data is the backbone of customer experience and growth. She connects NPS, CSAT, and help desk insights to business outcomes leaders can trust...

<p>Brie Clements, Senior Director of Customer Service and Support at For The Record, details a practical shift from reactive fixes to proactive services. She maps roles, builds a skills matrix, and stabilizes...

<p>Amber Scott, VP of Customer Experience at Serta Simmons Bedding, explains why basic empathy is now table stakes. She shares how clear expectations and promise-keeping create trust. Amber connects hospitality with...

<p>Daniela Linero Gamez, Chief Customer Officer at Ontop, shares how to bridge the empathy gap by moving beyond surface requests to real needs. She explains the price value paradox, the hospitality mindset, and the...

<p>Silke Robeller, Director of Global Customer Care at Rainforest Alliance, explains why customer service is a company’s business card. She demonstrates how a 95 percent satisfaction rate indicates a significant impact...

<p>Jaakko Jutila, Vice President of Customer Support at Basware, explains how support teams escape the cost-center trap. He details how CSAT improvements are linked to retention, providing a defensible business case. He...

<p>Mazen Moustafa, Director of Customer Service at Reliance Health, Egypt, shares two decades of cross-market customer operations and customer experience leadership. He introduces Then AI Happens, outlining practical AI...

<p>Karen Lam, Director of Customer Support at Top Hat, outlines a context-driven leadership style grounded in storytelling. She traces her path from retail to EdTech, culminating in managing support and shaping customer...

<p>Kimberly Agin, Head of Business Performance and Enablement, Voice & Chat Automation/Contact Center at KeyBank, traces a career across financial services and explains why the contact center is a live window into...

<p>Cynthia Patterson, Vice President of North American Customer Support at Antech Diagnostics, outlines a new customer support model that blends empathy with business metrics. She explains how aligning value...

<p>Katalin Fritz, Chief Customer & People Officer at Marley Spoon, reveals how pairing rock-solid reliability with well-timed surprises secures weekly reorders. She shares why proactive outbound calls transform contact...

<p>Mark Bernardo, VP of Customer Success at IP Fabric, unpacks the Champion Growth Model from naming outcomes and navigating with empathy to building trust through consistency and showing up in emotionally charged...