Artificial intelligence will soon take center stage in your contact center -- if it hasn't already. Artificial intelligence (AI) uptake increased dramatically over the last few years. A 2022 PwC report revealed that more than 70% of companies were already using or planning to deploy AI in some form within their business operations. Business leaders are using the technology to realize an array of benefits, from product innovation to enhancing data-driven business decisions.[1] AI helps companies operate more efficiently and address more customer issues with less direct human involvement.

Contact centers are evolving rapidly. The days of single-channel, telephony-based call centers are long gone. This old model has given way to the omnichannel customer experience center. In legacy call centers, the customer's pathway through sales or service was relatively linear. Call in, speak to an agent, and (hopefully) resolve the issue.

As Head of Customer Experience (CX) for Cyara, I'm responsible for post-sales activities and I lead the customer success, professional services and support teams. Our technology is used by some of the world's top brands to automate and accelerate testing of their CX. We deploy bots to measure and optimize the quality of digital and voice channels to ensure customers' deliver flawless omnichannel customer journeys from beginning to end. In short, my role is to continue to build upon Cyara's successful track record and drive innovation that exceeds customers' demands, accelerate time-to-value, and build strategic customer relationships that lead to high customer satisfaction and maximize retention of SaaS clients. Cyara provides automated CX testing and monitoring for quality assurance.