Dec 8, 2025
Summary
The conversation explores the integration of AI in sales, focusing on how it enhances customer engagement and improves sales efficiency. Bob Furniss discusses the importance of using data to empower salespeople rather than reducing their numbers, emphasizing a customer-centric approach to AI in...
Nov 21, 2025
Summary
In this conversation, Amas Tenumah, Bob Furniss and Brad Cleveland discusses the three levels of value that contact centers create: efficiency, customer satisfaction and loyalty, and strategic insights provided by AI. He emphasizes the importance of these levels in improving products, services, and...
Nov 18, 2025
Low-Cost, High-Impact CX Improvements
The Power of Language:
- Transform "I can't" into "How can we"
- Shift from "I have to" to "We get to"
- Being "impeccable with your word" (inspired by The Four Agreements)
- Words trigger emotional responses that shape customer perception
Getting CX Buy-In Across Organizations
The...
Nov 11, 2025
Episode Summary
Broadcasting live from the ICMI conference in Orlando, Amas and Bob discuss the evolving role of AI in contact centers, the ongoing struggle for strategic recognition, and welcome special guest Bianca, who shares her unique perspective on running HR as a contact center at Michigan State...
Nov 6, 2025
Host: Bob Furniss (without co-host Amos)
Guest: Daniel Thomas, Informa
Location: ICMI Conference Expo Floor
Guest Background
- Daniel Thomas approaches contact center industry from a research background
- Surveys audiences and writes research reports
- Has "front row seat" to industry transformation
- Conducts the annual State...