Summary

The team discussed the evolving landscape of customer experience and contact centers, with a focus on the integration of AI and the shift from technology-focused names to outcome-focused names. They also explored the challenges businesses face in aligning their Customer Experience strategies with Contact Center operations, the impact of AI on customer experience, and the evolving expectations of customers regarding contact centers. Lastly, they discussed the changes in outbound call centers due to AI, the role of data in the context of a customer experience hub, and the current state of the enterprise communication landscape.