Send us a text Workforce Management (WFM) is one of the most critical—and misunderstood—functions in Customer Experience. In the first episode of the CX Roundtable Workforce Management Series, host Sarah Caminiti sits down with Arlyne Pardo, a seasoned WFM professional, and Dan Smitley, founder of a workforce management consulting practice, to break down what WFM actually is, why it matters, and how it quietly shapes customer experience, employee wellbeing, and leadership decisions. This conv...
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Send us a text Workforce Management (WFM) is one of the most critical—and misunderstood—functions in Customer Experience. In the first episode of the CX Roundtable Workforce Management Series, host Sarah Caminiti sits down with Arlyne Pardo, a seasoned WFM professional, and Dan Smitley, founder of a workforce management consulting practice, to break down what WFM actually is, why it matters, and how it quietly shapes customer experience, employee wellbeing, and leadership decisions. This conv...
The Future of Help Desks: AI, Product Partnerships, and Redefining Customer Experience
CX Roundtable
1 hour 4 minutes
4 months ago
The Future of Help Desks: AI, Product Partnerships, and Redefining Customer Experience
Send us a text The help desk has always been the backbone of customer experience — but in an age of AI, automation, and rapidly scaling SaaS, what will it look like five years from now? In this episode of CX Roundtable, host Sarah Caminiti sits down with three product leaders shaping the tools support teams use every single day: Scott Rocher (VP of Product, Help Scout), Kevin Yang (Head of AI, Front), and Rachel Hughes (VP of Product, Kustomer). Together, they unpack how help desk platforms a...
CX Roundtable
Send us a text Workforce Management (WFM) is one of the most critical—and misunderstood—functions in Customer Experience. In the first episode of the CX Roundtable Workforce Management Series, host Sarah Caminiti sits down with Arlyne Pardo, a seasoned WFM professional, and Dan Smitley, founder of a workforce management consulting practice, to break down what WFM actually is, why it matters, and how it quietly shapes customer experience, employee wellbeing, and leadership decisions. This conv...
