How Leading Brands Scale with The Office Gurus

Most leaders are thinking about AI the wrong way. Not everyone will agree, and that’s exactly why this matters. Last week I was out in Las Vegas with Jaimie Bell and Ben Alpert attending Enterprise Connect. We sat in on many of the sessions with panels and leaders across the

Much of the discussion around AI in contact centers focuses on efficiency, making our jobs or our agents’ jobs easier. Agent assist. Predictive insights. Automation. Better reporting. The benefits are real, and they are accelerating. AI is helping employees and agents surface answers faster, helping supervisors identify coaching opportunities earlier,

If there’s one takeaway CX leaders should internalize, it’s wrong. They fail because they never survive contact with day-to-day operations. At the executive level, CX often looks clean and logical: journey maps, KPIs, technology stacks, staffing models, and quarterly targets. On paper, everything aligns. In reality, the frontline experience that