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Articles by Scott Kolman
Council Post: Startups Vs. Established Brands: My Marketing Learnings Working For Companies At Different Stages
Scott Kolman is the CMO at Cresta, a provider of generative AI solutions for the contact center. I’ve had an extensive career in marketing that has spanned several decades, during which time I have been fortunate enough to work for both established companies, such as Lucent Technologies, Genesys and Five9, as well as up-and-coming startups that have been granted unicorn status, like Cresta.
Startups Vs. Established Brands: My Marketing Learnings Working For Companies At Different Stages
Climate 2 hours ago This will be the world’s largest plane—and it was designed to deliver just one thing Fast Company - By Adele Peters • 2h The Windrunner, from a startup called Radia, will be 356 feet long—enough to transport just one massive wind turbine blade at a time. The bigger a wind turbine, the more energy it produces—which is why offshore wind farms have turbines with blades that are as long as a football field.
Tres cosas que los profesionales del marketing deben tener en cuenta antes de unirse a una empresa de IA
La IA irrumpió en escena y provocó el lanzamiento de miles de nuevas empresas que aprovechan grandes modelos lingüísticos de formas únicas que cambian el mundo. Como era de esperar, la demanda de talento en estas organizaciones es alta y los trabajadores acuden en masa a ellas con la esperanza de ser parte del próximo gran avance, y los especialistas en marketing no son una excepción.
Council Post: Three Things Marketers Should Consider Before Joining An AI Company
Scott Kolman is the CMO at Cresta, a provider of generative AI solutions for the contact center. AI has burst onto the scene and sparked the launch of thousands of new companies harnessing large language models in unique, world-changing ways. Unsurprisingly, demand for talent at these organizations is high, and workers are flocking to them in hopes of being a part of the next big thing—and marketers are no exception.
How Will GPT-4 Impact Chatbot Usage?
In March 2023, OpenAI – the research laboratory behind the wildly popular ChatGPT chatbot – released GPT-4, its newest multimodal model powering a variety of previously untapped use cases. Before GPT-4, tools like ChatGPT were only capable of receiving text input by a user and would then generate a text response to whatever the user’s query was. You could ask ChatGPT to write poems, answer trivia questions, or even write essays.
Council Post: Three Economy-Proof Tips For Landing Your Next Marketing Role
Scott Kolman is the CMO at Cresta, a provider of generative AI solutions for the contact center. The U.S. economy has had its ups and downs over the past year, and like many roles, the number of marketing job opportunities has been stagnant. However, the profession as a whole remains a popular destination, and more job opportunities should be on the horizon, with the estimating that marketing career prospects will grow 6% by 2032.
Council Post: Why Contact Centers Are A Marketer's Secret Weapon
Scott Kolman is the CMO at Cresta, a provider of generative AI solutions for the contact center. It's no secret that the most effective marketing campaigns start with a deep understanding of the customer—and this begins with data. There are a variety of data sources marketers can utilize, but the most common and measurable insights often stem from ad content engagement, sales trends and third-party research.
Council Post: Three Ways To Shift Public Perception Around Contact Centers
Scott Kolman is the CMO at Cresta, a provider of generative AI solutions for the contact center. Shifting public perception of something is one of the most significant challenges marketing professionals will face. It’s not easy to change long-standing mindsets and opinions. So how do you shift public perception? One compelling example is the contact center.
Tailored Tactics: The Key to Crushing the Sales Performance Gap in the Contact Center
Businesses are quickly learning that effective sales performance in revenue-generating contact centers relies on the closing abilities of their top-performing sales professionals. Excelling in sales requires a balance of skills that top performers have mastered. Research conducted by Cresta found that there’s a 59% performance gap between average and top salespeople in transactional sales environments – with the gap soaring to 200% in complex sales environments.
Council Post: Four Ways AI Companies Can Rise Above The Noise
Share to Facebook Share to Twitter Share to Linkedin Scott Kolman is the CMO at Cresta, a provider of generative AI solutions for the contact center. getty Artificial intelligence (AI) is taking the world by storm, due largely to its potential to dramatically change how we live and work. Major tech giants are scrambling to embrace AI and are racing to develop new products. Meanwhile, some businesses are determining how to use AI to become more efficient, engage customers and tap new revenue.
New Research Unveils Promising Sales Growth Potential in Contact Centers
Historically, contact centers have been a bastion of customer service, used to manage all types of inquiries from customers, ranging from product returns to billing issues. Most recently (particularly in challenging economic times) contact centers are increasingly being used to drive sales and revenue. With contact centers taking on a more strategic role, sales leaders across industries are rethinking their operational strategies.
The ABCs of Contact Centers: The Tech Driving Modern Customer Experience
The contact center industry is booming and for good reason — businesses are catching on to the transformative impact that a high-velocity contact center can have on their bottom line. Emerging technology is making contact centers more effective than ever before, and more importantly, helping to change their historically negative perception. According to Statista, the global contact center market is expected to grow to 496 billion US dollars by 2027.
AI Brings Holiday Joy to the Retail Contact Center
While the holidays are a joyous season for most of us, they can feel like a lump of coal for retail contact center agents. Between Black Friday, Cyber Monday, and the Christmas rush, retail contact centers are bombarded with calls from customers making returns, asking questions about products, or not-so-politely complaining. This spike in volume can put a tremendous burden on agents, leading to burnout and attrition (not to mention frustrated callers as they experience long wait times).
AI Brings Holiday Joy to the Retail Contact Center
While the holidays are a joyous season for most of us, they can feel like a lump of coal for retail contact center agents. Between Black Friday, Cyber Monday, and the Christmas rush, retail contact centers are bombarded with calls from customers making returns, asking questions about products, or not-so-politely complaining. This spike in volume can put a tremendous burden on agents, leading to burnout and attrition (not to mention frustrated callers as they experience long wait times).
Motivating Contact Center Agents with Gamification
Encourage gamification in contact centers to reduce high agent attrition, increase engagement and empathy. Contact centers are notorious for experiencing high agent attrition, an issue that has only been magnified during the Great Resignation and challenging macroeconomic times. Unsurprisingly, agents who are unmotivated and disengaged at work are the most likely to seek a change of scenery.
Elevate Retail Experiences with Next-Gen Contact Center Tech
Retailers are responding to new expectations for customer experiences and growing demand for ecommerce, but how are they keeping pace with evolving consumer expectations? As shoppers return to storefronts, they now incorporate a wider blend of online and offline shopping experiences.
Enabling team collaboration to drive next-gen CX
Banks and credit unions are under immense pressure to deliver seamless customer experiences in a world that is continuously being disrupted. Economic uncertainties and an increase in lending over the last year, coupled with the work-from-home transition, have sped up digital transformation, revealing painful gaps and inspiring opportunities to revolutionize the way consumers experience banking.
As A Decision Maker, Customer Experience Must Be Considered A Priority
By Scott Kolman, Five9 It goes without saying that 2020 was a wild ride for most businesses. Many factors have created business challenges that decision makers never thought they'd be considering. Timetables were moved up; long-term strategies were quickly implemented and technology innovations were applied. However, only 60% of businesses had a business continuity plan in place when the pandemic started.
Brand Loyalty Requires an Omnichannel, Data-Driven Approach
Every facet of a retailer’s business can present a challenge when it comes to providing the perfect customer experience — sales, inventory, shipping, delivery, you name it. At some point, those challenges will give rise to issues, and it’s no secret that when consumers encounter a problem, they reach out to the source to get it resolved.
Consistency Is Key: Five9 Named a Leader in the Gartner Magic Quadrant for Contact Centre as a Service
By Scott Kolman, Senior Vice President, Corporate and Product Marketing, Five9 When contact centre executives and IT leaders start vetting cloud contact centre solutions, it’s only a matter of minutes before someone asks where we are placed on the Gartner Magic Quadrant. And, that’s no surprise to anyone in the industry. The recently issued Gartner 2019 Magic Quadrant for Contact Centre as a Service (CCaaS) is a well-known and respected industry source.
Customer Journey Math: How Artificial Intelligence + Humans = 3
I don’t envy today’s digital brands. When it comes to optimizing customer journeys, they’re facing a three-headed beast: data gives brands that can wrangle it a competitive advantage in delivering personalized experiences, customers are interacting with brands through multiple channels online and offline, and they are ready to abandon their journeys at the first sign of a poor experience. How can brands handle these complexities to deliver the best journey to as many customers as possible?
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