Executive Interviews

Our exclusive interviews cover a broad range of topics from operations to CXsolutions. Industry executives offer frank and honest discussions, providing insights into successful operations and best practices. Every interview gets inside the mind of a leader who has the power to make changes in the industry. Gain a better perspective of customer interactions, marketing, sales operations -and the industry in general.


Professional management discusses the current economic and sales environment and major challenges that face modern service centers. Use the experience and knowledge of these industry leaders to guide your company strategy. See how they are implementing the best new software solutions. What tools are they using? What market sectors are they focusing on? Find the answers to these questions and much more…

  • Wayne Thornhill, CEO, and Simon Beck, CRO
    — Presented By: QStory

    In this insightful conversation, Sheri Greenhaus, CrmXchange, engages with Wayne Thornhill, CEO, and Simon Beck, CRO of QStory. They discuss the innovative capabilities of QStory, a tool designed to empower customer service agents and optimize scheduling using real-time data.

  • Chris Wallace, Senior Vice President of Global Growth
    — Presented By: IntouchCX

    Sheri Greenhaus, CrmXchange, speaks with Chris Wallace, of IntouchCX, to discuss the Company's innovative strategies and technology solutions, from revolutionizing customer service to prioritizing employee well-being.

  • Gaurav Passi, CEO
    — Presented By: Zingly.ai

    During their conversation, Gaurav Passi, Zingly, shares with Sheri Greenhaus, CrmXchange, how their innovative technology is reshaping customer engagement.

  • Fabio Sattolo, Chief People and Technology Officer
    — Presented By: Covisian

    In this discussion, Sheri Greenhaus, CrmXchange, speaks with Fabio Sattolo, Covisian, to explore the challenges and innovations surrounding AI integration in customer service.

  • Rebecca Jones, President
    — Presented By: Mosaicx

    In this interview, Sheri Greenhaus, CrmXchange, and Rebecca Jones, Mosaicx, explore the need for mental wellness support for agents and the evolving role of professionals in contact centers.

  • Nikola Mrkšić, Co-founder and CEO
    — Presented By: PolyAI

    Sheri Greenhaus, CrmXchange, sat down with Nikola Mrkšić, Co-founder and CEO of PolyAI, to explore the transformative impact of voice AI on customer service.

  • Rishi Rana, President
    — Presented By: Cyara

    In this interview, Sheri Greenhaus, CrmXchange, sat down with Rishi Rana, President of Cyara, to discuss Cyara’s innovative strategies for ensuring seamless interactions across global markets.

  • Lawrence Byrd, Senior Director of Communications APIs
    — Presented By: Vonage

    Sheri Greenhaus, CrmXchange, and Lawrence Byrd discuss the recent announcements in Vonage’s offering for conversational commerce, and cutting-edge AI technology, the company is empowering organizations to connect with customers seamlessly across various channels.

  • Jim Nystrom, Chief Revenue Officer
    — Presented By: Nextiva

    In this engaging discussion, Sheri Greenhaus, Managing Partner, CrmXchange, and Jim Nystrom, CRO, Nextiva, delve into the dynamic world of contact centers, AI integration, and the transformative power of Nextiva's comprehensive solutions.

  • Raj Balasundaram, VP
    — Presented By: Verint® Systems

    In this interview, Raj Balasundaram, VP at Verint, discusses the role of AI in enhancing customer experience, explores how AI components work together, addresses various customer challenges, and emphasizes the importance of domain expertise.

  • Eric Griffing, Head of Growth
    — Presented By: Dashbot

    Sheri Greenhaus, CrmXchange, spoke with Eric Griffing, Head of Growth of Dashbot, a data platform, which offers insights from unstructured data in customer interactions, benefiting large organizations in various industries.

  • Jonathan Hawkins, co-founder
    — Presented By: Anthrolytics

    Sheri Greenhaus, of CrmXchange, discussed Anthrolytics’ SaaS solution with Jonathan Hawkins, co-founder, Anthrolytics Ltd.

  • Liam Martin, co-founder
    — Presented By: Time Doctor

    Sheri Greenhaus, Managing Partner at CrmXchange, had the opportunity to engage in a thought-provoking dialogue with Liam Martin, co-founder of Time Doctor.

  • Gregg Antenen, co-founder and Executive Director
    — Presented By: Vistio

    Gregg Antenen, co-founder and Executive Director of Vistio, discusses their unique approach to call center optimization with Sheri Greenhaus, Managing Partner of CrmXchange.

  • Rob Dwyer, VP, Customer Engagement and Robert Nolan, Creator and Product Architect
    — Presented By: Happitu

    Happitu primarily serves businesses with a focus on improving voice interactions, offering tools like Happyitu Guide, which aids agents in delivering consistent interactions, and Happyitu Vision, a speech analytics and sentiment analysis tool.

  • Alex Bullen, Chief Product Officer
    — Presented By: Playvox

    Alex Bullen, Chief Product Officer at Playvox, discusses his background in tech and consulting with Sheri Greenhaus, Managing Partner, CrmXchange.

  • Intelligent Virtual Agent
    — Presented By: Mosaicx

    Sheri Greenhaus, CrmXchange, met with Rebecca Jones, GM, Brian Bremer, Senior Solutions Sales Executive, and Matt Whitmer, CRO, Mosaicx during CCW 2023. Mosaicx is a cloud-based solution that leverages conversational AI to provide exceptional customer service.

  • Ken Madrigal, Senior Director
    — Presented By: Sprinklr

    In an interview with Sheri Greenhaus, Ken Madrigal, Senior Director at Sprinklr, discussed the unique capabilities of their customer experience management platform.

  • Joshua Feast, CEO and Co- founder
    — Presented By: Cogito

    Sheri Greenhaus, CrmXchange, discussed Cogito with Joshua Feast, CEO and Co- founder at Cogito, which offers a real-time guidance system for call centers.

  • Stephen McDonnell, President and CEO
    — Presented By: Wilmac

    Sheri Greenhaus, CrmXchange, sat down with Stephen McDonnell, President and CEO of Wilmac, a leading provider of Communications Recording and Customer Experience Solutions.

  • Fabrice Martin, Chief Product Officer
    — Presented By: Qualtrics

    Sheri Greenhaus, CrmXchange, interviewed Fabrice Martin, Qualtrics’ Chief Product Officer. Fabrice discussed Qualtrics’ mission to help businesses become more human by providing the right technologies and insights. They focus on customer experience, employee experience, and market research.

  • David Lawson, Co-Founder and CEO
    — Presented By: Call Simulator

    Sheri Greenhaus, CrmXchange, recently met with David Lawson, Co-Founder and CEO of Call Simulator™, an immersive, Conversational AI and Generative AI platform, that makes it easy and fun to Generate, Simulate, and Evaluate real-world scenarios for Call Training.

  • Luc Dallaire, Head of Growth
    — Presented By: Bright

    Sheri Greenhaus, CrmXchange, met with Luc Dallaire, Head of Growth for Bright, to discuss how organizations can unlock the full potential of their workforce through immersive and tailored learning experiences.

  • Russ Vetrano, SVP of Sales
    — Presented By: ElectrifAI

    Sheri Greenhaus, CrmXchange, met with Russ Vetrano, SVP of Sales, ElectrifAI, to discuss unlocking the true potential of enterprise data in contact centers.

  • Madison Ragozin, Head of Business Analytics and Global Sales Operations, and Brandon Nott, Chief Product Officer
    — Presented By: Amelia

    Sheri Greenhaus, of CrmXchange, had a discussion with Amelia’s Madison Ragozin, and Brandon Nott, on how Amelia offers a robust platform for building intelligent virtual assistants (IVAs) that understand and respond to human language to deliver cost savings and increased revenue.

  • Richard Smullen, CEO
    — Presented By: Pypestream

    Sheri Greenhaus, Managing Partner of CrmXchange, had a chance to discuss Pypestream with Richard Smullen, CEO Pypestream, Inc.

  • Simon Black, CEO
    — Presented By: Awaken Intelligence

    Sheri Greenhaus, Managing Partner of CrmXchange, sat down with Simon Black, CEO, Awaken Intelligence, which offers a unique combination of technologies for contact centers, including agent guidance, near-time voice and text analytics, and a blend of decision trees and AI.

  • Ted Hunting, Senior Vice President, Marketing
    — Presented By: Bright Pattern

    In this conversation, Sheri Greenhaus, Executive Director, CrmXchange interviews Ted Hunting, Senior Vice President, Marketing, from Bright Pattern, a cloud Omni channel contact center company. Ted highlights their solutions and target audience, emphasizing their successful deployments and positive customer feedback.

  • Mario DeRiggi, Chief Revenue Officer
    — Presented By: Fusion Connect

    An interview with Mario DeRiggi, Fusion Connect’s Chief Revenue Officer. Fusion Connect is a next-generation managed communication service provider (MCSP) enabling mid-market and enterprise customers to globally connect people and data.

  • Gennadiy Bezko, CEO
    — Presented By: MiaRec

    Sheri Greenhaus, CrmXchange, spoke with Gennadiy Bezko, CEO, MiaRec, during Enterprise Connect to discuss MiaRec’s Contact Center Conversational Intelligence Platform.

  • Savinay Berry, EVP of Product and Engineering
    — Presented By: Vonage

    Sheri Greenhaus, Managing Partner, CrmXchange, met with Savinay Berry, EVP of Product & Engineering at Vonage at Enterprise Connect to discuss the advantages of Vonage’s communications platform and their new AI acceleration suite.

  • Emma Skygebjerg, Global VP Microsoft Alliances, and Katrin Henkel, President
    — Presented By: ASC

    Sheri Greenhaus, Managing Partner of CrmXchange sat down with Emma Skygebjerg, Global VP Microsoft Alliances, ASC and Katrin Henkel, President, ASC Americas. ASC's recording solution provides a uniform platform to record digital customer communication  across the entire network. It provides next

  • Sheri Greenhaus, Managing Partner
    — Presented By: CrmXchange

    LiveVox CX Reflex interviews Sheri Greenhaus, Managing Partner, CrmXchange.

  • JD Dillon, Chief Learning Architect
    — Presented By: Axonify

    JD Dillon, Chief Learning Architect at Axonify, a micro-learning technology solution, discusses how employers can ensure their staff is properly trained to use new communication methods.

  • McKay Bird, Marketing Director and Jesse Bird, CTO and Co-Founder
    — Presented By: TCN

    Since 1999, TCN has been a leading provider of cloud-based call center technology for enterprises, contact centers, and BPOs. The cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to easily scale and adjust to evolving business needs.

  • Joe O’Brien, Global Corporate Communications Manager
    — Presented By: Sabio Group

    Could ChatGPT herald the next stage for CX AI adoption? Over the last few weeks, you would have heard lots of noise about ChatGPT.

  • Vasili Triant, Chief Operating Officer
    — Presented By: UJET

    Sheri Greenhaus of CrmXchange sat down with Vasili Triant, Chief Operating Officer at UJET, a cloud contact center platform for businesses who put trust at the heart of their customer experience.

  • Karen Ford, Head of Voice Customer Success
    — Presented By: Blend

    At the ICMI conference in October 2022, Sheri Greenhaus, Manager of CrmXchange met with Karen Ford, Head of Voice Customer Success, for BLEND, a translation company which helps companies localize their business based on a unique understanding of local context, culture, subtlety, and consumer behavior.

  • Barbara Dondiego, Chief Executive Officer
    — Presented By: AVOXI

    Sheri Greenhaus, Managing Partner of CrmXchange had a conversation with Barbara Dondiego, Chief Executive Officer of AVOXI, a cloud-based communications platform that specializes in global voice, contact center and messaging to simplify how companies communicate with their customers.

  • Megan Kelly, COO
    — Presented By: ZIZO

    Megan Kelly, COO, ZIZO Technology discusses their revolutionary workplace gamification platform that takes the stress out of managing and motivating your teams.

  • Christine Tutssel, Co-founder
    — Presented By: Axonify

    An executive interview with Christine Tutssel on how to mavigate the learning curve for seasonal agents.

  • Executive Interview
    — Presented By: Uniphore and Behavioral Signals

    CrmXchange Exeuctuive Interview with Uniphore and Behavioral Signals

  • Arun Pattabhiraman, Chief Marketing Officer
    — Presented By: Sprinklr

    Sheri Greenhaus, Managing Partner, CrmXchange, conducted a Q&A with Sprinklr's Chief Marketing Officer, Arun Pattabhirman, to discuss their customer experience managment platform.

  • Perry Price, President, CEO, and Founder
    — Presented By: Revation

    Sheri Greenhaus, Managing Partner, CrmXchange, and Perry Price, Founder and President, Revation Systems, discuss Revation's flagship solution, LinkLive.

  • Sebastian Glock, Head of Product Marketing
    — Presented By: Cognigy

    Sheri Greenhaus, Managing Partner of CrmXchange conducted an indepth interview through written correspondance with Sebastian Glock, Head of Product Marketing, Cognigy, discussing how Cognigy is turbocharging contact centers and transforming service experiences.

  • Mikhail Dubov, Founder and CEO
    — Presented By: Chattermill

    Sheri Greenhaus, Managing Partner, CrmXchange, and Mikhail Dubov, Founder and CEO, Chattermill, discuss the benefits of Chattermill’s Unified Customer Intelligence platform.

  • Jane Goodayle, CMO
    — Presented By: PCI Pal

    Sheri Greenhaus, Managing Partner, CrmXchange and Jane Goodayle, CMO of PCI Pal, discuss the benefits of PCI Pal’s approach to PCI Compliance and payment security.   Please provide us with an overview of PCI Pal. PCI Pal is a global

  • John Thompson, Global Head of Sales
    — Presented By: ibex

    CrmXchange’s Managing Partner, Sheri Greenhaus, conducted an in-depth conversation with John Thompson, Global Head of Sales, ibex, a leading CX outsourcer, during the CCW conference in Las Vegas.

  • Macario Namie, Chief Strategy Officer
    — Presented By: ASAPP

    Sheri Greenhaus, Managing Partner, CrmXchange recently had a discussion with Macario Namie, ASAPP Chief Strategy Officer, on the benefits and advantages of employing an ASAPP solution in the contact center.

  • Casey Denby, Senior Account Executive
    — Presented By: Zenarate

    CrmXchange's Managing Partner, Sheri Greenhaus and Casey Denby, Senior Account Executive, Zenarate, discuss Zenarate's human centered AI Technology that augments human performance through their AI coach.

  • Etie Hertz, CEO
    — Presented By: Loris

    Sheri Greenhaus, Managing Partner, CrmXchange and Etie Hertz, CEO, Loris, discuss the creation of Loris and its benefits for companies with customer facing agents.

  • Zack Wenthe, CDP Evangelist
    — Presented By: Treasure Data

    Sheri Greenhaus, CrmXchange, and Zack Wenthe, Treasure Data, discuss the benefits of Treasure Data’s Customer Data Platform.

  • Charlene Wang, VP, Head of Marketing
    — Presented By: Fin

    A conversation with Charlene Wang, VP, Head of Marketing, Fin (Fin.com) to discuss Fin’s solution for enabling more productive and effective CX teams.

  • Diego Lomanto, VP, Product Marketing
    — Presented By: UiPath

    Sheri Greenhaus, Managing Partner, CrmXchange, recently met with Diego Lomanto, Vice President, Product Marketing, UiPath, to discuss current customer experience issues in the contact center and how UiPath’s solutions are elevating the customer experience while reducing agent frustration.

  • Brian Gilman , CMO
    — Presented By: Intelepeer

    In her continuing series of live interviews with CX/contact center technology providers at Enterprise Connect, CrmXchange Managing Partner, Sheri Greenhaus, sat down with IntelePeer CMO, Brian Gilman to discuss their low-code, no-code CPaaS platform.

  • Joe Fuccillo, CTO
    — Presented By: Nectar

    Sheri Greenhaus, Managing Partner, CrmXchange met with be Joe Fuccillo, Nectar CTO during Enterprise Connect 2022. Sheri Please give us an overview of Nectar. Joe We're in the monitoring business and we released our first product in 2008.  Companies need

  • Claudia Fernandez, Country Manager, USA
    — Presented By: Lemon Learning

    Sheri Greenhaus, Managing Partner of CrmXchange met with Claudia Fernandez, Country Manager, USA, for Lemon Learning at Enterprise Connect 2022. Sheri Let’s start by telling me a little about Lemon Learning. Claudia Lemon Learning is a digital adoption platform and

  • Genesys Executive Interview
    — Presented By: Genesys

    Sheri Greenhaus, Managing Partner, CrmXchange met with Tod Famous, SVP, Product Management for Genesys Multicloud  and Jack Nichols, VP, Product Management, Genesys Cloud CX during Enterprise Connect 2022. Sheri Let's talk about Genesys. If customers are having issues, where do

  • Ben Lazar, CMO
    — Presented By: Balto

    In her continuing series of live interviews with CX contact center technology providers at Enterprise Connect, CrmXchange Managing Partner, Sheri Greenhaus, sat down with Balto CMO, Ben Lazar, to discuss how their AI solution can show agents the best things

  • Brian Podolak, CEO and Co-Founder
    — Presented By: Vocodia

    Vocodia is an Artificial Intelligence Company specializing in sales and customer service for call centers. CrmXchange Managing Partner Sheri Greenhaus conducted an in-depth conversation with Brian Podolak, CEO & Co-Founder, Vocodia Holdings Corp after the CCW conference in Las Vegas.

  • Alexander Kvamme, CEO
    — Presented By: Pathlight

    Pathlight offers an innovative approach to the performance management marketplace. It provides a comprehensive platform that employs AI to objectively measure team and individual performance metrics. The solution combines this real-time analysis with coaching communication tools to empower agents to know how exactly how well they are doing and focus on results.

  • Chris Arnold, VP, CX Strategy
    — Presented By: ASAPP

    ASAPP Helps Businesses Empower Agents with Efficacious Desktop AI Technology   In today’s increasingly complex contact center environment, attrition has become an even greater threat. Disenchanted employees are more likely to run out of patience quicker when they feel they

  • Shari Tishman, Head of Marketing
    — Presented By: VoiceOps

    Founded in 2016, VoiceOps helps companies achieve higher ROI by making contact center coaching more effective. The VoiceOps Coaching Enablement Platform was designed to drive lasting behavior change among reps at scale, leading to higher conversion rates, reduced

  • Ujjval Karihaloo, SVP Product Management
    — Presented By: Intelepeer

    As enterprise organizations endeavor to evolve to the higher level of service demanded by customers in the emerging post Covid environment, they seek to offer more choices to enable people to better communicate with them on the channels they prefer.

  • Prashanth Kancherla, VP – North America
    — Presented By: Ozonetel

    Ozonetel, founded by an experienced team of technologists and entrepreneurs, built full stack customer experience software from the ground up to solve the practical problems that keep call centers from optimizing their communications platforms. The goal was to offer secure,

  • McKay Bird, Marketing Director
    — Presented By: TCN

    Utah based TCN offers scalable and customizable cloud based software solutions to meet the needs of large and small call centers alike, including its comprehensive TCN Operator software suite. It incorporates seamlessly integrated tools to enable companies to    Optimally

  • Mike Betzer, Chief Digital Transformation Officer
    — Presented By: Khoros

    Mike Betzer, the first ever Chief Digital Transformation Officer at Khoros, connects with top executives in the company’s target customer and prospect base to evangelize the power of digital customer engagement. He focuses on aligning with the top 100 brands in the

  • Mark Smith, President
    — Presented By: Kitewheel

    There are many companies in the Customer Journey Mapping Software space.  What makes Kitewheel different?   That’s a great question. Many customer journey players have been focused on either journey mapping, journey analytics, or have recently layered journey functionality on

  • Anand Janefalkar, CEO
    — Presented By: UJET

    CrmXchange’s Sheri Greenhaus, recently reached out to UJET for a discussion on their latest news, solutions, and the current contact center environment. Below are responses from Anand Janefalkar, CEO, UJET, regarding their approach to improving contact center operations.    In

  • Ryan Hollenbeck, SVP, Global Marketing
    — Presented By: Verint® Systems

    What are the plans on the horizon for the Verint company in the coming year? This is an exciting time for the Verint company.  We have just spun out our Cyber business so that we can become wholly focused on customer

  • Matt Matsui, Chief Product Officer
    — Presented By: Calabrio

    CrmXchange recently reached out to Calabrio for a discussion on their latest news, solutions, and the current contact center environment. Below are responses from Matt Matsui, Chief Product Officer, Calabrio, regarding their new acquisition, Teleopti, workforce manangement, and more.

  • Umesh Sachdev, Co-Founder and CEO
    — Presented By: Uniphore

    Please provide a brief overview of the role contact centers play in contact tracing. The CDC has confirmed contact tracing is a key strategy to contain the spread of COVID 19 and prevent outbreaks. Because local, state and federal governments

  • Brian Morin, CMO and Head of Sales
    — Presented By: SmartAction

    At a 50,000 ft level, the best way to think of us is having all skills to mimic live agent behavior minus complex critical thinking skills or judgement that you

  • Fara Haron, CEO of North America
    — Presented By: Majorel

    Working from home has become a new global standard, whether we were ready for it or not. CrmXchange Managing Partner Sheri Greenhaus interviewed Fara Haron, CEO of North America at Majorel, to discuss a recent success story. This interview details

  • Comprehensive Trusted Identity Platform
    — Presented By: Journey

    CLICK HERE TO DOWNLOAD THE EBOOK The internet was created without an identity layer because it was intended to be a free exchange of information. But now billions of transactions take place daily that are very sensitive in nature, from

  • Nicolas de Kouchkovsky, CMO
    — Presented By: Acqueon

    In our continuing series of conversations with solution providers that contact center professionals would ordinarily have seen at live industry events, CrmXchange Managing Partner Sheri Greenhaus conducted an in depth interview with Nicolas de Kouchkovsky, CMO of conversational engagement software

  • Zayd Enam, Co-Founder and CEO
    — Presented By: Cresta

    Executive Interview Zayd Enam, Co Founder CEO, Cresta   This is a year like none other, with many onsite conferences either cancelled or rescheduled. To keep contact center professionals informed, CrmXchange is conducting interviews with forward thinking technology suppliers.

  • Jeff Gallino, CTO and Founder
    — Presented By: CallMiner

    As one of the founders of CallMiner, please tell us a little about your background and why you started the company.   I began building the foundation for CallMiner 20 years ago. I got my start working at a hardware startup

  • Namir Yedid, VP Product Strategy
    — Presented By: Thrio

    New Advancements The advancements we’ve made fall into a few broad categories. The first one is what we’re calling “Hypercloud Freedom,” deploying our solution to meet differing customer needs it also takes into consideration how we worked around some of

  • Tobias Goebel - Hands-on Product Marketing Leader
    — Presented By:

    Can we build machines that understand us?   Tobias Goebel, 6 Mar 2020 The question of whether we can build machines that truly think is a fascinating one. It has both practical and philosophical implications, and both perspectives answer a key

  • Isabella Mongalo, Director of Digital Care Strategy
    — Presented By: Sitel

    The self service customer experience (CX), or the ability for a consumer to find helpful information to solve product or service issues on their own, is a relevant and appealing model to businesses and their customers. It allows consumers to

  • Omar Tawakol, VP and GM Contact Center
    — Presented By: Cisco Systems, Inc.

    Cisco Announces Contact Center Portfolio Based on Collaborating with Clients to Meet Changing Customer Needs.   Industry giant Cisco announced a multi pronged campaign to radically improve customer experience management in the enterprise while fostering both digital and workplace transformation

  • John Goodman, Vice Chairman
    — Presented By: CCMC

    There are numerous people who position themselves as authorities in analyzing the phenomenon of customer experience, but few—if any possess the extensive background, documented expertise and history of accomplishment of John Goodman. The self described ‘customer experience, researcher and entrepreneur’

  • Megan Neale, COO, Co-Founder and Roger Beadle, CEO, Co-Founder
    — Presented By: Limitless

    Limitless An Innovative Crowdsourcing Platform that Goes Beyond the Boundaries of Traditional Contact Centers Megan Neale, COO, Co Founder  Roger Beadle, CEO Co Founder Limitless Remember the 2011 science fiction thriller Limitless? It told the story of a

  • Rob Lamoureux, Senior Director, Global Customer Advocacy
    — Presented By: Verint® Systems

    The Impact Awards recognize individuals who positively impact the experience of their organizations’ customers. These awards showcase professionals who have successfully led customer experience initiatives that make a profound impact on their organization and its customer or the CX industry.

  • Jay Rosenblatt, Chief Executive Officer, Speech Analytics
    — Presented By: CallFinder

    In our 30 years of experience with clients in the SMB space, we’ve learned the challenges they face in recording agent-customer interactions, most notably a lack of internal resources to listen to and manually evaluate these conversations.

  • Laura Bassett, Senior Director Product Marketing
    — Presented By: NICE CXone

    Survey Says…Businesses Don’t Always Know How Effective a CX They Provide In a conversation at the 2019 ICMI Contact Center Expo, Laura Bassett, Senior Director Product Marketing at NICE inContact, discussed the ramifications of a global study conducted by the