Max Ball on Muck Rack

Max Ball

Sunnyvale
As seen in: Forrester Research, ForresterBlog, What It Means: A Forrester Podcast, CMSWire, DestinationCRM.com, CDOTrends, Smart Customer Service
Passionate about #cx fascinated by #AI many years experience in #callcenter Bay Area lifer. Happy husband, proud dad. Music & comedy lover, local sports fan
Is this you? As a journalist, you can create a free Muck Rack account to customize your profile, list your contact preferences, and upload a portfolio of your best work. Claim your profile

Get in touch with Max

Contact Max, search articles and posts on X, monitor coverage, and track replies from one place.

Learn more about Muck Rack

Actions

Share this page

Is this you?

As a journalist, you can create a free Muck Rack account to customize your profile, list your contact preferences, and upload a portfolio of your best work.
Claim your profile

Articles

Sometimes It Isn't Easy to Automate Simple Things

|
By Max Ball
| Smart Customer Service Verified
Even in a future with powerful agentic customer service agents, some seemingly simple transactions will be very hard to automate. Recently, I had a simple need: I wanted to extend my stay at a conference for one night. Just extend the hotel reservation for a day. What could be simpler than that? But suddenly I found myself at the nexus of three different organizations playing the "Where's my reservation" game.
Open in Who Shared Issue with article?

The Tightrope Walkers: Conversational AI Must Bridge Modern AI and Contact Center Reality

|
By Max Ball
| ForresterBlog
How Leading Vendors Innovate While Earning the Trust of Customer Service Teams More than 650 conversational AI vendors compete for relevance in a market shaped by the needs of the roughly 15 million contact center agents working globally today. Conversational AI solutions perform rote tasks that no human really wants to perform: think answering basic questions, canceling credit cards, or opening service tickets.
Open in Who Shared Issue with article?

Why Jack Clark Needs Us

|
By Max Ball
| Smart Customer Service Verified
Jack Clark is one of the founders of Anthropic and an artificial intelligence thought leader. He spends a lot of his time ruminating on where AI is going and what it will mean to the world. He was recently on the Ezra Klein podcast; it was a conversation that blew my mind multiple times with wild thoughts around the insane acceleration of AI and its exciting and potentially horrifying promise for the future.
Open in Who Shared Issue with article?
See all 72 articles
 •  Privacy  •  Terms  •  Security and Legal  •   •   •   • 

© 2026 Muck Rack

SOC 2® Certified