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My latest article is live on No Jitter. ?? Over the past five years, management concerns around remote and hybrid work have changed. ?? Understanding how and why this change has occurred may help managers better define the optimal work model for their organizations. In turn, this work model will drive key requirements for your communications and collaboration solutions. ?? Deciding the right reasons to encourage or mandate employees to return to your office is complicated. Involving business leaders, technology leaders, and people leaders significantly increases your chances of creating the best blueprint for how work gets done at your company. Read the full article on No Jitter here: https://lnkd.in/gziA78Kz

I co-authored an article about the changing reasons cited for wanting people back in the office with HR-professional Anna Kieller CHRL, CTMP. Please read it on No Jitter here https://lnkd.in/gziA78Kz and then come back and vote or comment.

The first episode of The AI Chefs is live! (link in the comments because of algorithm). In this episode, we share two powerful techniques to elevate your AI game. ?? David's Tip: Did you know that AI performs better when it knows a bit about who you are? David explains how introducing yourself to AI helps personalize responses, resulting in more relevant and helpful answers. ?? Kevin's Tip: AI isn’t just for writing—it can format responses too! Kevin shows how you can get AI to generate tables, charts, and more, making your data easier to visualize and share.

Coming soon, a new show with tasty tips and tricks on using #AI, what my co-chef David Maldow and I call AI recipes!

Sprinklr, having made significant inroads in the Contact Center as a Service (CCaaS) market, is now setting its sights on disrupting the broader front office. The company's recent analyst conference in New York provided insights into its evolving strategy and market position. Founded by Ragy Thomas, Sprinklr's technical approach is built on three key principles: abstracting communication channels, building for scale, and embracing a platform approach. This strategy has led to four platform rebuilds in 15 years, demonstrating the company's commitment to continuous improvement. Sprinklr's mission to unify the front office, which it calls "the messy middle," has resulted in expanded support for social, digital, and voice channels across marketing, sales, and service. A key feature is the platform's ability to integrate functions across business units, referred to as the "Z-axis." The company's entry into the contact center space in early 2022 marked an important milestone for Sprinklr. Its rapid growth in this sector is evident from significant deals, including a 40,000-seat CCaaS agreement with Deutsche Telekom and selection by British Telecom as its strategic technology partner. I estimate that service accounts for approximately 20% of its business, positioning Sprinklr among the top 12 contact center providers. Underpinning Sprinklr's platform are its data capabilities and AI technology. The company recently unveiled Digital Twin, an AI overhaul enabling the creation of autonomous AI applications tailored to various personas and use cases. Two customer stories were shared. A major beauty conglomerate unified social media management across 40 brands and is now transitioning its entire customer service operations to Sprinklr. After centralizing its social media management with Sprinklr, a top 10 U.S. bank expanded its use to all of its sales reps, turning social into the third most important digital channel for driving new business. Ragy delivered a 90-minute presentation with passion bouncing off the wall. The next step for the company is to simplify its story and sharpen its go-to-market. Last year at Enterprise Connect 2023, the CCaaS industry declared that orchestrating interaction across the broader enterprise was its next frontier. Sprinklr is arguably one of the providers pursuing the most aggressively that path. Link to the full article in the 1st comment to this post. Drew Tambling Paul Herman Maria Fernanda Sosa Espa?a Karthik Iyer Buddy Waddington Venke Sharma Shrenik Jain Akriti Bhogal Ayush Beria Aurélien Caye #contactcenter #ccaas #customerservice