Send us a text Summary: In this episode, we sit down with Jeff Janzen, VP of Strategic Growth & Partnerships at Laivly, to get past the keynote glitter and into the messy reality of AI in the contact center. Jeff traces Laivly’s evolution from an internal BPO tech team to a standalone platform and explains why the post-GPT era flipped the script from “Do we need AI?” to “Which AI actually works?” We dig into AI-washing, how to vet vendors, and why adoption—not algorithms—is the real bott...
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Send us a text Summary: In this episode, we sit down with Jeff Janzen, VP of Strategic Growth & Partnerships at Laivly, to get past the keynote glitter and into the messy reality of AI in the contact center. Jeff traces Laivly’s evolution from an internal BPO tech team to a standalone platform and explains why the post-GPT era flipped the script from “Do we need AI?” to “Which AI actually works?” We dig into AI-washing, how to vet vendors, and why adoption—not algorithms—is the real bott...
Revolutionizing Customer Experience | Adrian Swinscoe
The Global Xperience
41 minutes
1 year ago
Revolutionizing Customer Experience | Adrian Swinscoe
Send us a text Episode Summary: In this episode, we dive deep into the world of customer experience with Adrian Swinscoe, a renowned customer experience advisor, author, speaker, and workshop leader. Join us as Adrian shares insights from his journey, his perspective on the evolution of customer service, and the role of technology and organizational transformation in creating exceptional customer experiences. From the streets of Edinburgh, Scotland, to the global stage, Adrian brings a ...
The Global Xperience
Send us a text Summary: In this episode, we sit down with Jeff Janzen, VP of Strategic Growth & Partnerships at Laivly, to get past the keynote glitter and into the messy reality of AI in the contact center. Jeff traces Laivly’s evolution from an internal BPO tech team to a standalone platform and explains why the post-GPT era flipped the script from “Do we need AI?” to “Which AI actually works?” We dig into AI-washing, how to vet vendors, and why adoption—not algorithms—is the real bott...
