Our exclusive interviews cover a broad range of topics from operations to CXsolutions. Industry executives offer frank and honest discussions, providing insights into successful operations and best practices. Every interview gets inside the mind of a leader who has the power to make changes in the industry. Gain a better perspective of customer interactions, marketing, sales operations -and the industry in general.
Professional management discusses the current economic and sales environment and major challenges that face modern service centers. Use the experience and knowledge of these industry leaders to guide your company strategy. See how they are implementing the best new software solutions. What tools are they using? What market sectors are they focusing on? Find the answers to these questions and much more…
Emma Skygebjerg, Global VP Microsoft Alliances, and Katrin Henkel, President
— Presented By: ASC
Sheri Greenhaus, Managing Partner of CrmXchange sat down with Emma Skygebjerg, Global VP Microsoft Alliances, ASC and Katrin Henkel, President, ASC Americas. ASC's recording solution provides a uniform platform to record digital customer communication across the entire network. It provides next
Sheri Greenhaus, Managing Partner
— Presented By: CrmXchange
LiveVox CX Reflex interviews Sheri Greenhaus, Managing Partner, CrmXchange.
JD Dillon, Chief Learning Architect
— Presented By: Axonify
JD Dillon, Chief Learning Architect at Axonify, a micro-learning technology solution, discusses how employers can ensure their staff is properly trained to use new communication methods.
McKay Bird, Marketing Director and Jesse Bird, CTO and Co-Founder
— Presented By: TCN
Since 1999, TCN has been a leading provider of cloud-based call center technology for enterprises, contact centers, and BPOs. The cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to easily scale and adjust to evolving
Joe O’Brien, Global Corporate Communications Manager
— Presented By: Sabio Group
Could ChatGPT herald the next stage for CX AI adoption? Over the last few weeks, you would have heard lots of noise about ChatGPT.
Vasili Triant, Chief Operating Officer
— Presented By: UJET
Sheri Greenhaus of CrmXchange sat down with Vasili Triant, Chief Operating Officer at UJET, a cloud contact center platform for businesses who put trust at the heart of their customer experience.
Karen Ford, Head of Voice Customer Success
— Presented By: Blend
At the ICMI conference in October 2022, Sheri Greenhaus,
Manager of CrmXchange met with Karen Ford, Head of Voice Customer Success, for
BLEND, a translation company which helps companies localize their
business based on a unique understanding of local context, culture, subtlety,
and consumer behavior.
Barbara Dondiego, Chief Executive Officer
— Presented By: AVOXI
Sheri Greenhaus, Managing Partner of CrmXchange had a conversation with Barbara Dondiego, Chief Executive Officer of AVOXI, a cloud-based communications platform that specializes in global voice, contact center and messaging to simplify how companies communicate with their customers.
Megan Kelly, COO
— Presented By: ZIZO
Megan Kelly, COO, ZIZO Technology discusses their revolutionary workplace gamification platform that takes the stress out of managing and motivating your teams.
Christine Tutssel, Co-founder
— Presented By: Axonify
An executive interview with Christine Tutssel on how to mavigate the learning curve for seasonal agents.
— Presented By: Uniphore and Behavioral Signals
CrmXchange Exeuctuive Interview with Uniphore and Behavioral Signals
Arun Pattabhiraman, Chief Marketing Officer
— Presented By: Sprinklr
Sheri Greenhaus, Managing Partner, CrmXchange, conducted a Q&A with Sprinklr's Chief Marketing Officer, Arun Pattabhirman, to discuss their customer experience managment platform.
Perry Price, President, CEO, and Founder
— Presented By: Revation
Sheri Greenhaus, Managing Partner, CrmXchange, and Perry Price, Founder and President, Revation Systems, discuss Revation's flagship solution, LinkLive.
Sebastian Glock, Head of Product Marketing
— Presented By: Cognigy
Sheri Greenhaus, Managing Partner of CrmXchange conducted an indepth interview through written correspondance with Sebastian Glock, Head of Product Marketing, Cognigy, discussing how Cognigy is turbocharging contact centers and transforming service experiences.
Mikhail Dubov, Founder and CEO
— Presented By: Chattermill
Sheri Greenhaus, Managing Partner, CrmXchange, and Mikhail Dubov, Founder and CEO, Chattermill, discuss the benefits of Chattermill’s Unified Customer Intelligence platform.
Jane Goodayle, CMO
— Presented By: PCI Pal
Sheri Greenhaus, Managing Partner, CrmXchange and Jane Goodayle, CMO of PCI Pal, discuss the benefits of PCI Pal’s approach to PCI Compliance and payment security. Please provide us with an overview of PCI Pal. PCI Pal is a global
John Thompson, Global Head of Sales
— Presented By: ibex
CrmXchange’s Managing Partner, Sheri Greenhaus, conducted an in-depth conversation with John Thompson, Global Head of Sales, ibex, a leading CX outsourcer, during the CCW conference in Las Vegas.
Macario Namie, Chief Strategy Officer
— Presented By: ASAPP
Sheri Greenhaus, Managing Partner, CrmXchange recently had a discussion with Macario Namie, ASAPP Chief Strategy Officer, on the benefits and advantages of employing an ASAPP solution in the contact center.
Casey Denby, Senior Account Executive
— Presented By: Zenarate
CrmXchange's Managing Partner, Sheri Greenhaus and Casey Denby, Senior Account Executive, Zenarate, discuss Zenarate's human centered AI Technology that augments human performance through their AI coach.
Etie Hertz, CEO
— Presented By: Loris
Sheri Greenhaus, Managing Partner, CrmXchange and Etie Hertz, CEO, Loris, discuss the creation of Loris and its benefits for companies with customer facing agents.
Zack Wenthe, CDP Evangelist
— Presented By: Treasure Data
Sheri Greenhaus, CrmXchange, and Zack Wenthe, Treasure Data, discuss the benefits of Treasure Data’s Customer Data Platform.
Charlene Wang, VP, Head of Marketing
— Presented By: Fin
A conversation with Charlene Wang, VP, Head of Marketing, Fin (Fin.com) to discuss Fin’s solution for enabling more productive and effective CX teams.
Diego Lomanto, VP, Product Marketing
— Presented By: UiPath
Sheri Greenhaus, Managing Partner, CrmXchange, recently met with Diego Lomanto, Vice President, Product Marketing, UiPath, to discuss current customer experience issues in the contact center and how UiPath’s solutions are elevating the customer experience while reducing agent frustration.
Brian Gilman , CMO
— Presented By: Intelepeer
In her continuing series of live interviews with CX/contact
center technology providers at Enterprise Connect, CrmXchange Managing Partner,
Sheri Greenhaus, sat down with IntelePeer CMO, Brian Gilman to discuss their
low-code, no-code CPaaS platform.
Joe Fuccillo, CTO
— Presented By: Nectar
Sheri Greenhaus, Managing Partner, CrmXchange met with be Joe Fuccillo, Nectar CTO during Enterprise Connect 2022. Sheri Please give us an overview of Nectar. Joe We're in the monitoring business and we released our first product in 2008. Companies need
Claudia Fernandez, Country Manager, USA
— Presented By: Lemon Learning
Sheri Greenhaus, Managing Partner of CrmXchange met with Claudia Fernandez, Country Manager, USA, for Lemon Learning at Enterprise Connect 2022. Sheri Let’s start by telling me a little about Lemon Learning. Claudia Lemon Learning is a digital adoption platform and
Genesys Executive Interview
— Presented By: Genesys
Sheri Greenhaus, Managing Partner, CrmXchange met with Tod Famous, SVP, Product Management for Genesys Multicloud and Jack Nichols, VP, Product Management, Genesys Cloud CX during Enterprise Connect 2022. Sheri Let's talk about Genesys. If customers are having issues, where do
Ben Lazar, CMO
— Presented By: Balto
In her continuing series of live interviews with CX contact center technology providers at Enterprise Connect, CrmXchange Managing Partner, Sheri Greenhaus, sat down with Balto CMO, Ben Lazar, to discuss how their AI solution can show agents the best things
Brian Podolak, CEO and Co-Founder
— Presented By: Vocodia
Vocodia is an Artificial Intelligence Company specializing in sales and customer service for call centers. CrmXchange Managing Partner Sheri Greenhaus conducted an in-depth conversation with Brian Podolak, CEO & Co-Founder, Vocodia Holdings Corp after the CCW conference in Las Vegas.
Alexander Kvamme, CEO
— Presented By: Pathlight
Pathlight offers an innovative approach to the performance management marketplace. It provides a comprehensive platform that employs AI to objectively measure team and individual performance metrics. The solution combines this real-time analysis with coaching communication tools to empower agents to know how exactly how well they are doing and focus on results.
Chris Arnold, VP, CX Strategy
— Presented By: ASAPP
ASAPP Helps Businesses Empower Agents with Efficacious Desktop AI Technology In today’s increasingly complex contact center environment, attrition has become an even greater threat. Disenchanted employees are more likely to run out of patience quicker when they feel they
Shari Tishman, Head of Marketing
— Presented By: VoiceOps
Founded in 2016, VoiceOps helps companies achieve higher ROI by making contact center coaching more effective. The VoiceOps Coaching Enablement Platform was designed to drive lasting behavior change among reps at scale, leading to higher conversion rates, reduced
Ujjval Karihaloo, SVP Product Management
— Presented By: Intelepeer
As enterprise organizations endeavor to evolve to the higher level of service demanded by customers in the emerging post Covid environment, they seek to offer more choices to enable people to better communicate with them on the channels they prefer.
Prashanth Kancherla, VP – North America
— Presented By: Ozonetel
Ozonetel, founded by an experienced team of technologists and entrepreneurs, built full stack customer experience software from the ground up to solve the practical problems that keep call centers from optimizing their communications platforms. The goal was to offer secure,
McKay Bird, Marketing Director
— Presented By: TCN
Utah based TCN offers scalable and customizable cloud based software solutions to meet the needs of large and small call centers alike, including its comprehensive TCN Operator software suite. It incorporates seamlessly integrated tools to enable companies to Optimally
Mike Betzer, Chief Digital Transformation Officer
— Presented By: Khoros
Mike Betzer, the first ever Chief Digital Transformation Officer at Khoros, connects with top executives in the company’s target customer and prospect base to evangelize the power of digital customer engagement. He focuses on aligning with the top 100 brands in the
Mark Smith, President
— Presented By: Kitewheel
There are many companies in the Customer Journey Mapping Software space. What makes Kitewheel different? That’s a great question. Many customer journey players have been focused on either journey mapping, journey analytics, or have recently layered journey functionality on
Anand Janefalkar, CEO
— Presented By: UJET
CrmXchange’s Sheri Greenhaus, recently reached out to UJET for a discussion on their latest news, solutions, and the current contact center environment. Below are responses from Anand Janefalkar, CEO, UJET, regarding their approach to improving contact center operations. In
Ryan Hollenbeck, SVP, Global Marketing
— Presented By: Verint® Systems
What are the plans on the horizon for the Verint company in the coming year? This is an exciting time for the Verint company. We have just spun out our Cyber business so that we can become wholly focused on customer
Matt Matsui, Chief Product Officer
— Presented By: Calabrio
CrmXchange recently reached out to Calabrio for a discussion on their latest news, solutions, and the current contact center environment. Below are responses from Matt Matsui, Chief Product Officer, Calabrio, regarding their new acquisition, Teleopti, workforce manangement, and more.
Umesh Sachdev, Co-Founder and CEO
— Presented By: Uniphore
Please provide a brief overview of the role contact centers play in contact tracing. The CDC has confirmed contact tracing is a key strategy to contain the spread of COVID 19 and prevent outbreaks. Because local, state and federal governments
Brian Morin, CMO and Head of Sales
— Presented By: SmartAction
At a 50,000 ft level, the best way to think of us is having all skills to mimic live agent behavior minus complex critical thinking skills or judgement that you
Fara Haron, CEO of North America
— Presented By: Majorel
Working from home has become a new global standard, whether we were ready for it or not. CrmXchange Managing Partner Sheri Greenhaus interviewed Fara Haron, CEO of North America at Majorel, to discuss a recent success story. This interview details
Comprehensive Trusted Identity Platform
— Presented By: Journey
CLICK HERE TO DOWNLOAD THE EBOOK The internet was created without an identity layer because it was intended to be a free exchange of information. But now billions of transactions take place daily that are very sensitive in nature, from
Nicolas de Kouchkovsky, CMO
— Presented By: Acqueon
In our continuing series of conversations with solution providers that contact center professionals would ordinarily have seen at live industry events, CrmXchange Managing Partner Sheri Greenhaus conducted an in depth interview with Nicolas de Kouchkovsky, CMO of conversational engagement software
Zayd Enam, Co-Founder and CEO
— Presented By: Cresta
Executive Interview Zayd Enam, Co Founder CEO, Cresta This is a year like none other, with many onsite conferences either cancelled or rescheduled. To keep contact center professionals informed, CrmXchange is conducting interviews with forward thinking technology suppliers.
Jeff Gallino, CTO and Founder
— Presented By: CallMiner
As one of the founders of CallMiner, please tell us a little about your background and why you started the company. I began building the foundation for CallMiner 20 years ago. I got my start working at a hardware startup
Namir Yedid, VP Product Strategy
— Presented By: Thrio
New Advancements The advancements we’ve made fall into a few broad categories. The first one is what we’re calling “Hypercloud Freedom,” deploying our solution to meet differing customer needs it also takes into consideration how we worked around some of
Tobias Goebel - Hands-on Product Marketing Leader
— Presented By:
Can we build machines that understand us? Tobias Goebel, 6 Mar 2020 The question of whether we can build machines that truly think is a fascinating one. It has both practical and philosophical implications, and both perspectives answer a key
Isabella Mongalo, Director of Digital Care Strategy
— Presented By: Sitel
The self service customer experience (CX), or the ability for a consumer to find helpful information to solve product or service issues on their own, is a relevant and appealing model to businesses and their customers. It allows consumers to
Omar Tawakol, VP and GM Contact Center
— Presented By: Cisco Systems, Inc.
Cisco Announces Contact Center Portfolio Based on Collaborating with Clients to Meet Changing Customer Needs. Industry giant Cisco announced a multi pronged campaign to radically improve customer experience management in the enterprise while fostering both digital and workplace transformation
John Goodman, Vice Chairman
— Presented By: CCMC
There are numerous people who position themselves as authorities in analyzing the phenomenon of customer experience, but few—if any possess the extensive background, documented expertise and history of accomplishment of John Goodman. The self described ‘customer experience, researcher and entrepreneur’
Megan Neale, COO, Co-Founder and Roger Beadle, CEO, Co-Founder
— Presented By: Limitless
Limitless An Innovative Crowdsourcing Platform that Goes Beyond the Boundaries of Traditional Contact Centers Megan Neale, COO, Co Founder Roger Beadle, CEO Co Founder Limitless Remember the 2011 science fiction thriller Limitless? It told the story of a
Rob Lamoureux, Senior Director, Global Customer Advocacy
— Presented By: Verint® Systems
The Impact Awards recognize individuals who positively impact the experience of their organizations’ customers. These awards showcase professionals who have successfully led customer experience initiatives that make a profound impact on their organization and its customer or the CX industry.
Jay Rosenblatt, Chief Executive Officer, Speech Analytics
— Presented By: CallFinder
In our 30 years of experience with clients in the SMB space, we’ve learned the challenges they face in recording agent-customer interactions, most notably a lack of internal resources to listen to and manually evaluate these conversations.
Laura Bassett, Senior Director Product Marketing
— Presented By: NICE CXone
Survey Says…Businesses Don’t Always Know How Effective a CX They Provide In a conversation at the 2019 ICMI Contact Center Expo, Laura Bassett, Senior Director Product Marketing at NICE inContact, discussed the ramifications of a global study conducted by the
Brad Birnbaum, CEO & Founder
— Presented By: Kustomer
As an innovator and pioneer who has spent more than 20 years developing disruptive enterprise technologies and building solutions for customer service and support, Brad Birnbaum’s aim hasn’t been to simply keep pace with the changes driving the industry, but
Joe Gagnon, CEO
— Presented By: Sparkcentral
Endurance Athlete Goes Beyond the Extra Mile to Take His Company Across the Finish Line Joe Gagnon, CEO Sparkcentral Which do you think would be the greater challenge? To run six marathons over six days on six continents, personally
Ryan Hollenbeck, Senior Vice President, Global Marketing Customer Experience Program
— Presented By: Verint® Systems
To what do you attribute Verint’s strong performance? We have an amazing global team here at Verint, rich in diversity and talent. We are all truly focused on our customers and how they can continue to extract value from
Gillian Heltai, SVP, Client Services
— Presented By: Talkdesk
What do businesses need to do to adapt their contact centers to the evolving needs of both customers and front-line teams as well? One of the first things that a business should do to adapt their contact
Hardy Myers, CEO
— Presented By: DVSAnalytics
How have workforce optimization and workforce management solutions evolved over the past several years and how are they being used to make an even more positive impact on contact center performance? On the WFO side, the development of eCoaching courses
Linda Crawford, CEO
— Presented By: Helpshift
Helpshift CEO Sees the Future of AI Dominated Service Taking off With Launch of New Airline Perhaps you’ve heard that a new next gen airline is preparing to take its place in the American skies in 2021. JetBlue founder
Riley Clegg, VP of Sales
— Presented By: StataPile
StataPile Employs AI to Analyze Every Call and Determine How Well Agents Follow Procedures The song reflects a simple philosophy, but the lyrics have endured since Johnny Mercer first sang them over 70 years ago (and countless other artists since)
Mercer Rowe, Senior Vice President and General Manager of Cloud Services
— Presented By: Avaya
Ever since it was spun off as a separate company from ATT spinoff Lucent Technologies in 2000, Avaya has been a household word in the contact center space. The 2001 introduction of the Avaya Interaction Center for customer relationship management
Peter Horst, Founder
— Presented By: CMO Inc.
Take a Stand or Play It Safe? Brands Seek the Right Response to Highly Charged Political Issues It used to be relatively easy for brands to employ shared values to tug at the heartstrings of consumers. General Motors touted “baseball,
Jason Lee, CEO
— Presented By: DailyPay
Jason Lee, CEO,DailyPay No matter what the prevailing condition of the economy, contact center operations have always struggled to recruit, retain, and engage employees. When you add in a tight labor market with a 4% unemployment rate and a flat
Sergio Restrepo, Vice President, Global Digital Marketing Services
— Presented By: Lionbridge Technologies
CRMXchange Q&A How to Integrate Cultural Awareness into Your Digital Strategy Answers provided by Sergio Restrepo, Vice President, Global Digital Marketing Services, Lionbridge Q Why is it important for brands to be culturally sensitive when building their digital