In this thought-provoking CEO Roundtable, Christa Heibel, CEO of CH Consulting Group, is joined by Michael Lamm of Corporate Advisory Solutions and Nick Mulholland of Tech Gofer to explore the evolving landscape of the CX industry. This engaging discussion marks the beginning of a new series designed to bring together industry leaders to share insights, strategies, and predictions.
Key Highlights of the Conversation:
🔹 AI in Contact Centers: Christa, Michael, and Nick discuss the transformative role AI is playing in the contact center space. They address the challenges of implementing AI responsibly, why many tech investments fail to deliver ROI, and how to align AI initiatives with business goals for maximum impact.
🔹 Labor Market Dynamics: From labor shortages to offshoring trends, the conversation examines the current state of the workforce in CX. The panel dives into how technology is being leveraged to address labor challenges and what this means for the future of contact center operations.
🔹 The Power of Data: With companies sitting on massive amounts of underutilized data, the panel highlights the importance of leveraging analytics to guide strategic decisions and drive efficiency. They also discuss how data can support smarter AI investments and improve customer experiences.
🔹 Private Equity’s Influence: Michael sheds light on how private equity firms are shaping the CX industry by prioritizing tech-enabled growth and efficiency. The panel shares insights on how businesses can position themselves for success in an increasingly competitive market.
🔹 Predictions for 2025: The discussion wraps up with forward-looking insights into what lies ahead for the CX industry, from deregulation to the evolving role of technology and data in driving business outcomes.
Why Watch This?
The customer service industry is evolving faster than ever, with AI, labor dynamics, and data utilization leading the charge. This conversation provides CX leaders, technology strategists, and business owners with actionable insights to navigate these changes and drive meaningful impact in 2025 and beyond.
