In this episode, we chat with leading UC analyst and strategic consultant, Sheila McGee-Smith. Having covered the industry since 1990, Sheila provides storied insight into how contact centers address digital transformation. She describes the importance of tracking the customer journey, and how a younger demographic has changed that path with new technology. We share great examples of companies using artificial intelligence to better serve the consumer. Graham also gives a sneak peek into Star2Star’s new contact center experience.

Show Links:

• Guest: Sheila McGee-Smith, Founder & Principal Analyst at McGee-Smith

Analytics (http://www.mcgeesmith.com/)

+ Twitter: https://twitter.com/mcgeesmith
+ Enterprise Connect (formerly VoiceCon Orlando) : http://www.enterpriseconnect.com/orlando

    - Sheila’s conference schedule : http://schedule.enterpriseconnect.com/speaker/mcgee-smith-sheila.35117

• Ofcom Research and Data : https://www.ofcom.org.uk/research-and-data
• Salesforce Einstein : https://developer.salesforce.com/einstein
• Virgin Active : https://www.virginactive.com/
• A Simple Explanation of ‘The Internet of Things’ (Forbes) : https://www.forbes.com/sites/jacobmorgan/2014/05/13/simple-explanation-internet-things-that-anyone-can-understand/#78cb049b1d09
• Bosch Active Parking Lot Management : http://www.bosch-mobility-solutions.com/en/highlights/connected-mobility/active-parking-lot-management/