Heads In The Cloud

004: Digital Transformers, More Than Meets The Eye

Episode Summary

In this episode, we chat with leading UC analyst and strategic consultant, Sheila McGee-Smith. Having covered the industry since 1990, Sheila provides storied insight into how contact centers address digital transformation. She describes the importance of tracking the customer journey, and how a younger demographic has changed that path with new technology. We share great examples of companies using artificial intelligence to better serve the consumer. Graham also gives a sneak peek into Star2Star’s new contact center experience.

Episode Notes

In this episode, we chat with leading UC analyst and strategic consultant, Sheila McGee-Smith. Having covered the industry since 1990, Sheila provides storied insight into how contact centers address digital transformation. She describes the importance of tracking the customer journey, and how a younger demographic has changed that path with new technology. We share great examples of companies using artificial intelligence to better serve the consumer. Graham also gives a sneak peek into Star2Star’s new contact center experience.

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