Ai: Irl

Make room for these three trends in the rest of 2020: contact center leaders becoming CX leaders, the shift from moment-in-time to real-time analytics, and putting the customer at the center of everything we do.  On this episode of CXNext, I interview Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In the first part of a three-part conversation, we discussed how CX leaders are coming from the world of the contact center, what makes a good leader, the skills you'll need, and how Nate took this journey himself. What we talked about: What makes a good contact center leader and a good CX leader Why rebranding a contact center as a CX center isn't enough to do great CX The stages of moving from a contact center leader to a CX leader ...and why you should lead CX change more like Gandalf on Mount Doom than like Moses on Mount Sinai.