Bryan Wassel on Muck Rack

Bryan Wassel

Hasbrouck Heights
As seen in: CX Dive, Retail Dive, MSN, Yahoo Finance, Flipboard, IT Media, Miami Herald, Yahoo, The Sacramento Bee, Lexington Herald-Leader, Fort Worth Star-Telegram, Marketing Dive and
Associate Editor of @RTouchPoints
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Articles

4 experts on how to make AI investments worthwhile Original

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By Bryan Wassel
| CX Dive
This audio is auto-generated. Please let us know if you have feedback. The promise of AI technology that is often repeated is it can transform how CX teams scale their operations, make employees more productive and open up access to data on unprecedented levels. It doesn’t always work out this way, according to Brian Cantor, managing director at CMP. The benefits vendors promised from their AI solutions can fall short in unexpected ways or require more investment than initially expected.
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How CX roles are changing because of AI Original

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By Bryan Wassel
| CX Dive
This audio is auto-generated. Please let us know if you have feedback. The impact of AI on the CX workforce isn’t isolated to the frontlines. Professionals across the business are seeing their jobs change and new roles emerge. The CX team at app platform Airtable is looking for people with technical skills beyond what existing team members have to propel the department forward, Sean Simons, senior manager of AI support, said during a panel at Customer Contact Week Las Vegas last week.
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4 contact center executives on the challenges, and solutions, of implementing AI Original

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By Bryan Wassel
| CX Dive
This audio is auto-generated. Please let us know if you have feedback. LAS VEGAS — Customer service leaders agreed at Customer Contact Week Las Vegas this week that AI is the future. Where they differed was on how the technology is creating challenges for businesses. If not handled carefully, AI can make tired workers feel even more weight while creating discomfort in their work flows.
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