The New Reality of Customer Conversations: Why Judgment Matters More Than Scripts
Submitted by Ulysses Learning
Before You Fix the Customer Experience, Look at the Agent Experience
By Katie Bess, Founder, Agent Impact Solutions
Cloud Tech Gurus Deploys 120+ Executives for CX Technology Advisory and AI Migration
How the Right Advisor Can Save Your Company Millions in Workforce Costs
By Walter Sabrin, Chief Talent Officer, Vensure Employer Solutions
Hire With Care: Attitude is King
By John Tschohl, Founder and President, Service Quality Institute
Fix the Broken AI Model By Rethinking Employee Empowerment
By Brian Cantor, Managing Director, CCW Digital
Turning Network Data into Real Revenue
By Aleksandr Moskotin, Co-Founder & CEO, afina
AI Agents: The real conversation nobody is having
Submitted by CH Consulting Group
The Needle in the Haystack
By Rob Dwyer, Level AI
Regal Rise - Thursday, September 17, 2026
Beyond Metrics - From Numbers to Meaningful Outcomes - Wednesday, October 21, 1pm Eastern
Sheri Greenhaus, Moderator, CrmXchange - Cisne, Verint and DMG
articles continued on page 6 of the September newsletter
The Purpose Driven Call Center: Building Success Through Meaningful Customer Connections
By Kaylene Eckels, President & Chief Operating Officer, Etech Global Services
New Research: Liveops Highlights Shift to Multi-Region Customer Operations Models
Press Release: PolyAI launches direct integration with Epic®, with PDS Health® among the first to deploy at scale
Press Release: CallRail Launches Real-Time Lead Qualification and Intelligent Call Transfers in Voice Assist
STIR SHAKEN Provider with Local Outbound Caller IDs for Sale