CX Files Jon Florence - Xima Software - AI In The Contact Center
Jon Florence is the SVP of Industry Solutions at Xima Software. He is based in South Jordan, Utah.
Xima is a contact center software company that is focused on AI solutions.
Peter Ryan called Jon to discuss AI in CX. Beyond the hype, how can companies managing their own CX and BPOs all benefit from the use of AI in the contact center? What are the genuine and practical use cases that move the dial and which claims are just hype?
What can you really do with AI today?
https://www.linkedin.com/in/jon-florence-67019a79/
SUMMARY:
Mark Hillary and Peter Ryan introduce Jon Florence, SVP of Industry Solutions at Xima Software. Jon explains his role in integrating AI into customer experience solutions. They delve into the hype cycle of AI, comparing it to the VoIP boom, and emphasize the importance of understanding business needs before implementing AI. Jon advises starting with simple AI tools like speech analytics and messaging bots, and stresses the need for certified integrations. He also highlights the importance of testing AI capabilities and ensuring long-term vendor stability to avoid future consolidation issues.