It’s easy to talk about IT transformation. But Rich Mozak has actually done it. As an IT leader for over 20 years (10 of those years spent as a CIO), Rich has helped several companies completely revolutionize their IT spending. From network design to business...
How Artificial Intelligence Benefits Contact Center Agents and Enhances Customer Experience
Artificial Intelligence (AI) has been a topic of curiosity since the classic movie, 2001: A Space Odyssey. But what exactly is AI and how can it help in a contact center environment? Put simply, AI is an advanced application that uses real-time data and leading...
Catalyst Club Podcast Episode 4 – Build vs. Buy – how to determine the path forward with Dominic Pasta
Dominic Pasta has a lot of knowledge when it comes to technology transformations. With experience at Groupon, Rocket Mortgage, and Aon, Dominic is no stranger to contact center transformation. That’s why we were so excited to sit down with him on the Catalyst Club...
Avoiding Buyer’s Remorse – How to Live The ‘No Regerts’ Life
There’s an old saying that states that the best way to avoid buyer’s remorse is not to buy something right away. If you still yearn for it, days/weeks/months later, you'll be less inclined to regret your decision when you buy it. Unfortunately, when it comes to B2B...
Catalyst Club Podcast Episode 3 – Building and Optimizing the Communication Pillar of Your Tech Stack with Taylor Wilkerson
Taylor is a wizard of contact center technology because he has been on both sides of the contact center. First as an Agent on the end user's side, where terrible digital employee experience led him to want to learn more about the technical side of things, and now...
What’s the Fastest Way to Build Trust During the Vendor Selection Process?
Have you used one of those Carvana Car Vending Machines? Maybe you’ve seen them: huge spirals of cars. Once you buy a car, you go to the machine, insert a custom coin that allows the machine to pick your car and bring it to the bay, and you drive away. If you don’t...
CXponent Event Recap: Cloud & Shades
We recently hosted Cloud & Shades, an event at the J Parker, a rooftop bar near historic Lincoln Park in Chicago, Illinois. If you missed it, well, we feel bad for you. It was a great way to network, connect with old friends, and make some new friends. Attendees...
7 Proven Ways to Stack Contract Negotiations in Your Favor When Buying Tech
Sometimes, the process of buying tech can feel like you’re on rails. The vendor leads your team through some demos, gives you their standard contract, and then gets you set up on their implementation plan. Even if you wanted to, it’s difficult to know when you can...
Buying Tech: It’s Like House Hunters But With Even More Requirements
The best part of House Hunters is the fact that none of the couples come to the realtor with the same requirements for their new home. Never. One always wants to be in the city while the other in the country. One wants a large yard while the other wants nothing to do...