On this episode, Amelia welcomes Nancy Jamison, Senior Industry Director, ICT at Frost & Sullivan, a growth advisory and analytics firm that helps companies identify, plan and capture growth opportunities around the world.

During this conversation, Nancy and Amelia discuss:
- The evolution of digitization in the contact center industry.
- The impact of different generations on customer expectations.
- The role of AI and chatbots in customer service.
- Adoption of AI tools and channels by top performers.
- The impact of digital channels on workforce management.
- The challenges and complexities in forecasting and scheduling.
- Integration of new technologies for enhanced customer experience.
- Addressing customer expectations in a multi-channel environment.

Resources Mentioned:

Nancy Jamison - https://www.linkedin.com/in/najamison/
Frost & Sullivan - https://www.frost.com/
NTT - https://services.global.ntt/



This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.




#CXO #CX #ContactCenter #CustomerService #CustomerExperience