In 2020, contact centers underwent their biggest stress test yet. People had to figure out how to continue their operation with their agents working from home, a remote office, or even a hotel. Did their technology support this kind of diffuse team? Then, they had to handle a surge of anxious callers. Scary times for some companies, but exciting for many others. What's next for the enterprises that can pass the stress tests of 2020? On a recent episode of That’s Genius!, we talked with <a href= "https://www.linkedin.com/in/vikasbhambri/">Vikas Bhambri</a>, SVP, Sales & CX @ <a href= "https://www.kustomer.com/">Kustomer</a> about: <ul> <li style="font-weight: 400;">Why a barrier exists between CRM and contact centers</li> <li style="font-weight: 400;">How contact centers are being more proactive in engaging customers</li> <li style="font-weight: 400;">The current and future role for AI and automation in contact centers</li> </ul> Listen to this and all our other That’s Genius! episodes with <a href= "https://podcasts.apple.com/us/podcast/thats-genius/id1462852442"> Apple Podcasts</a>, <a href= "https://open.spotify.com/show/5tjIendtHoSXg6oOClALT7?si=Ifj5AqKhRm-FPHIQUrQqsQ"> Spotify</a>, or our <a href= "https://www.five9.com/thatsgenius">website</a>.

65. AI + Cloud Migration w/ Thomas John

Dare to Reimagine is a show that brings bold new ideas from the innovators who are transforming customer experience and changing the way businesses connect with customers.Our host says it best:“On the podcast, we want to help companies rethink what's possible in CX, and dare to reimagine to be different.” – Genefa MurphyJoin a lineup of industry luminaries who discuss topics like the power of the cloud, the contact center of the future, AI, customer experience, agent empowerment, omnichannel in the call center, and more.If your goal is to deliver extraordinary experiences for your customers and your contact center agents, this is the podcast for you.