On this episode, Amelia welcomes Nancy Jamison, Senior Industry Director, ICT at Frost & Sullivan, a growth advisory and analytics firm that helps companies identify, plan and capture growth opportunities around the world. During this conversation, Nancy and Amelia discuss:- The evolution of digitization in the contact center industry.- The impact of different generations on customer expectations.- The role of AI and chatbots in customer service.- Adoption of AI tools and channels by top performers.- The impact of digital channels on workforce management.- The challenges and complexities in forecasting and scheduling.- Integration of new technologies for enhanced customer experience.- Addressing customer expectations in a multi-channel environment.Resources Mentioned:Nancy Jamison - https://www.linkedin.com/in/najamison/Frost & Sullivan - https://www.frost.com/NTT - https://services.global.ntt/This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.#CXO #CX #ContactCenter #CustomerService #CustomerExperience