B2B writer/longtime #cctr journo. I write & tweet about #ContactCenter #CX #custserv #CustomerCare #WEM #digital #AI #CCaaS | Views my own.
Joined April 2009
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NiCE Cognigy has been named a Leader in The Forrester Wave™: Conversational AI Platforms for Customer Service, Q2 2026, ranked highest in the Strategy category with above-average customer feedback among evaluated vendors.
See how top vendors compare.
Explore the findings: bit.ly/3O90upT
#ConversationalAI #AgenticAI
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AI is having a moment right now.
A loud one.
In the middle of all that, it’s worth pausing on the things that are actually working.
We've been named to @FastCompany's Most Innovative Companies of 2026, ranking #11 in Applied AI. Isn’t that NiCE?
A proud moment for the team building this every day.
#FCMostInnovative
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From Ted Lasso, to an iconic range of comedies and standout dramatic roles, to the main stage in Orlando, please join us in welcoming our #NiCEWorld26 celebrity guest, Jason Sudeikis. 🎤 Register today for Early Bird Pricing: bit.ly/48j9tvD
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“The future of #CX lies in #AI-driven self-service that learns and evolves… This isn’t just automation; it’s the art of replicating human excellence at scale, available 24/7, driving both satisfaction and ROI.” – @OpusResearch
Discover 10 AI insights to transform customer service: bit.ly/40hBxvt
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BIG NEWS: Interactions 2024 is excited to welcome our Celebrity Keynote Speaker, Academy Award-winning actress, Nicole Kidman!
Nicole will take the main stage at the largest #CX event in the industry. Will you be there? >> okt.to/oVPKZb
#NICEi24
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Susan Hash retweeted
12 Apr 2024
The Customer Convenience Revolution: Scaling Up CX
callcentrehelper.com/custome…
@NICELtd #technology #cx #customerexperience #customerservice #contactcenter
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According to @Accenture, nearly 90% of leading companies say they are investing in AI to improve their innovation capabilities. Are you?
Learn how to stay ahead of the competition and provide superior customer experience with AI >> okt.to/8fZd2G
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Generative AI is an “exciting new tech wave, about to crash against our CX shores with full force," says our CEO, @BarakEilam in The Economist.
Barak met with The Economist's @SophieElmhirst where they discussed his vision for AI.
Read it in @TheEconomist 👇
8 Feb 2024
If the core function of customer service is identifying the customer’s desire and satisfying it, then chatbots often fall at the first hurdle.
But it won’t be like that for long. 1843 magazine investigates the future of call-centres econ.st/3SrxGXG
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Susan Hash retweeted
1 Feb 2024
My latest article as part of the @VistioCX Knowledge Collective reflects on why quality assurance is so important -- something I often lost track of when I was a contact center manager.
Why Contact Center Quality Assurance Matters customerservicelife.com/why-…
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Does your organization have what it takes to win the CX AI race? Lucky for you, Coach Steve is here with NICE Enlighten to get you over the finish line.
See how it's done >> okt.to/Uhd3sz
#WinWithEnlighten #CustomerExperience #ArtificialIntelligence
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18 Jan 2024
Insightful post by @annettefranz
17 Jan 2024
Today's post >> Doubling Down on Customer-Centricity - CX Journey™ bit.ly/48Z1dyG #culture #culturechange #leadership #customercentric
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Susan Hash retweeted
5 Jan 2024
The democratization of #digital delivery is fundamentally redrawing boundaries between #IT departments and other business areas.
Gartner expert Mandi Bishop shares how CIOs can optimize enterprisewide performance: gtnr.it/48fO2Zv
#GartnerSYM #Technology
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Discover how the right analytics tools and techniques can shed light on agent performance and help identify trends and opportunities. 📈📊
Click the link to read the full blog post.
🔗 livevox.pub/46RsjGq
#RemoteWork #ContactCenter #Analytics
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We're thrilled to announce that LiveVox has been honored with the 2023 CUSTOMER CCaaS Product of the Year Award! 🏆
More about the award and winners here: livevox.pub/41gKNPi
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13 Dec 2023
LiveVox’s Nick Morris interviewed by @AuthorityMgzine on the 5 best ways to drive product growth… among other things.
Read it here:
medium.com/authority-magazin…
#technology #CareerGrowth
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8 Dec 2023
Happy Friday, @mikeaoki - great article, as always!
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🔒In this age of digital transformation and remote work, how secure is your contact center operation? Is your current network security model up to the task, or is it time for a change? 🤔 livevox.pub/3N4IR6x
#cybersecurity #zerotrust #cloudsecurity
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Susan Hash retweeted
21 Nov 2023
According to Gartner analyst Christopher Sladdin, focusing on cost per contact alone for customer service is unlikely to drive improved operational excellence and cost optimization. Read how to pivot in his latest @SmartCustServ byline: bit.ly/3G5iLfP #GartnerCSS
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In our latest blog post, LiveVox’s Senior Director of Data Analytics Nicholas Morris explores the practical applications of AI in contact centers that can reduce handle time:
Read the full blog post to learn more 👉 livevox.pub/3umA1KQ
#AI #ContactCenter #PredictiveTools
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📊 Are you struggling with the challenge of monitoring your remote agents' performance? LiveVox's Senior Director of Data Analytics Nick Morris reveals how analytics can provide continuous visibility.
livevox.pub/3SjWSAI
#Analytics #RemoteWork #PerformanceManagement
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