Sheila McGee-Smith @McGeeSmith
Contact center/enterprise communications industry analyst. NYC born and bred, concrete jungle where dreams are made of. mcgeesmith.com Etna, NH Joined October 2008-
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6th @salesforce State of Service Report is out. #AI and #automation may present solutions for agents who spend just 39% of their time servicing customers amid internal meetings, administrative tasks, and manually logging case notes @rynnic sforce.co/4bb59xj
@McGeeSmith @cognigy @sebglock @aranger Agree on your agent labor outlook. There will be fewer, but perhaps not a lot fewer, and work will be much more valuable/fulfilling. (btw, Airline bot error was not GenAI. It was a legacy chatbot.)
.@Sprinklr CEO @ragythomas addressing industry analysts during the quarterly update. "We believe once you see (our approach), you can’t un-see it." "We want to be the 3rd or 4th big platform in the front office (including @Microsoft and @salesforce).
.@vdavislee, they look adorable. Thank you for the thoughtfulness and I look forward to catching up with you and the team after the event. #AvayaAnalystSummit
.@vdavislee, they look adorable. Thank you for the thoughtfulness and I look forward to catching up with you and the team after the event. #AvayaAnalystSummit
It's me. Hi. I'm the problem, it's me.
It's me. Hi. I'm the problem, it's me.
BREAKING @Talkdesk hires Munil Shah as CTO to execute plans to accelerate the company’s #AI roadmap. Comes to Talkdesk after a successful stint as CTO of #RPA company @UiPath and 24 years at @Microsoft @TTPaiva @ChristieBlake bit.ly/3xxKFjM
Woo hoo! Broke the top 20. Just missed the top 10.
Woo hoo! Broke the top 20. Just missed the top 10.
It was great Enterprise Connect[ING] last week. Thanks for the conversations @craigdurr @MelodyBrue @McGeeSmith @RobArnoldUCC @RGareiss @imlazar @Will_MWhite @Roopamjain @DaveMichels @zkerravala @DLundIDC @WayneNH @patrickwatsonuc @blairplez @christinamcal_ #enterpriseconnect
It was great Enterprise Connect[ING] last week. Thanks for the conversations @craigdurr @MelodyBrue @McGeeSmith @RobArnoldUCC @RGareiss @imlazar @Will_MWhite @Roopamjain @DaveMichels @zkerravala @DLundIDC @WayneNH @patrickwatsonuc @blairplez @christinamcal_ #enterpriseconnect
.@cognigy is doing important work here!
"Online interactions have to be more proactive than reactive. A live human sales/support contact can adapt, but online navigation has to anticipate." Tom Nolle in 1st of 3 posts on the #CEM/ #DX revolution, Including primary research results @nojitter .bit.ly/3xfJohc
Closing out 2024's @EnterpriseConnect and #WomensHistoryMonth, I'm grateful for all the brilliant women I am fortunate to work with throughout the year. @EinatWeiss @elcenora @ChristieBlake and @aruna13 to name just a few. #WomeninTech #enterpriseconnect
.@jlfinch1 describes the #RingSenseAI features available natively today with #RingCX. Note, Virtual Agent is delivered with partners #EnterpriseConnect
.@jlfinch1 takes #EnterpriseConnect audience through an update on #RingCX since announcement in August 2023.
.@kiramakagon introduces @RingCentral's new portfolio description. From MVP to EX+CX, infused with #RingSenseAI #enterpriseconnect
Lovely setting! @Five9
.@googlecloud announced CCAI Quality AI at #EnterpriseConnect , a quality scoring and performance management solution. LLM-powered solution provides: * AI-powered quality scoring * Actionable agent insights: * Holistic performance dashboards #CX #CCaaS. bit.ly/3x9uRDA
Always great to see you, @aruna13 #EnterpriseConnect
Always great to see you, @aruna13 #EnterpriseConnect
Dave Michels @DaveMichels
47K Followers 40K Following Founder of TalkingPointz. Enterprise Comms Pro. TalkingPointz Insider Report. #CX #UCaaS @NoJitter Want to converse? Find me on LI.
🇺🇦Evan Kirstel .. @EvanKirstel
362K Followers 322K Following Tech influencer, contentcreator/Industry Expert w/550K Social followers focused on Enterprise 💻 Cloud ☁️5G 📡AI 🤖Telecom ☎️ CX 🔑 Cyber https://t.co/OtwbCuhoMX
Blair Pleasant @blairplez
13K Followers 1K Following unified communications & collaboration and contact center industry analyst & consultant, Beatles freak, mom, wine lover. Mastodon: @[email protected]
Zeus Kerravala @zkerravala
59K Followers 3K Following The #1 ranked independent analyst, according to AR Insights. Focusing on technologies that are reshaping the world. #AI #Security #Network #Communications
Shep Hyken @Hyken
109K Followers 14K Following Customer Service and Experience Expert | Keynote Speaker | NYT Bestselling Author | Shep helps companies deliver AMAZING customer service experiences!
Five9 @Five9
15K Followers 11K Following Five9 strives to bring joy to customers, agents, and your bottom line. Learn about our cloud contact center services, omnichannel, AI, and more: https://t.co/ltYUYvXqdX
Nidal | نضال اب.. @NidalAbouLtaif
2K Followers 1K Following Technology executive / Board member / SVP - Global Sales Avaya / President- Avaya International - Views are my own
Avaya @Avaya
38K Followers 5K Following At Avaya we give our customers the freedom to take their business in the directions that benefit them most. We provide the paths to their success. #CX #CCTR
Nate Brown @CXAccelerator
12K Followers 9K Following Founder of CX Accelerator 🚀#CustomerExperience designer, speaker, writer, and more! 🧙🏻♂️
Genefa Murphy @GenefaMurphy
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Steve Forcum 🦇🦸.. @SteveForcum
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Webex @Webex
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Blake Morgan @BlakeMichelleM
14K Followers 3K Following Customer Experience keynote speaker, CX Futurist, bestselling author, host @ Modern Customer Podcast, 2 amazing kids w/@JacobM
tbanting @tbanting
2K Followers 872 Following Practice Leader of Omdia's Digital Workplace team- customer engagement, #ucoms and #ucaas, #teamcollaboration, and #futureofwork. (Views are my own.)
Irwin Lazar @imlazar
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Lisa J. Martin🦋 @LisaLisajm5
793 Followers 483 Following Five9 Partner Events are my work jam. Music, foodie, social 🦋. Thoughts & tweets are my own. #PartnerPowered #MusicRocksMySoul
Jeremy Watkin @jtwatkin
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Liz Miller @lizkmiller
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Tom Arbuthnot @tomarbuthnot
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Baba GOGGO @chubado_da48610
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Oscar Julian Barajas .. @Oscar16178249
280 Followers 3K Following amo la vida, lo que hago y lo que soy
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ARTHUR THE SCORPION K.. @Arthur183850498
4 Followers 236 Following DON'T WALKING SHOES THAT YOU DON'T FIT IN STAY IN THE ONES LATE FOR YOU AND KEEP THAT KIND OF RESPECT FOR YOURSELF AND YOUR RESPECT OTHERS TOO
Yingzi @Yingzi50966605
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Thaysis @Thaysis194688
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DR.Christopher Jennin.. @Christo51607547
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Jissmon George📚�.. @jissmongeorge
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Okoro Charles $Bubble @OkoroCharl44307
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muskmaye ✪ @muskmaye0_
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Max power braun @braun_powe54459
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Drew Landmeier @Drew_Landmeier
762 Followers 995 Following CMO @Nemours Children’s Health. News junkie in search of insightful nuggets of wisdom and marketing inspiration. #Travel #Foodie #Trekkie | Tweets/views my own.
Raven @r_ravven
483 Followers 4K Following hey honey, just a thickk Aussie milf here to satisfy you // I don’t do meetups or video calls, please don’t ask
𝔸𝕛𝕚𝕓𝕠�.. @ajibooola
143 Followers 1K Following Psalm 109:30, Because is the Source of my “ABUNDANT WEALTHY” & HIS Blessings upon me will be use for the Expansion of HIS KINGDOM.
Samantha Montanez @SamanthaMo80811
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Melonie @Melonie63933
0 Followers 6 Following
Dave Michels @DaveMichels
47K Followers 40K Following Founder of TalkingPointz. Enterprise Comms Pro. TalkingPointz Insider Report. #CX #UCaaS @NoJitter Want to converse? Find me on LI.
🇺🇦Evan Kirstel .. @EvanKirstel
362K Followers 322K Following Tech influencer, contentcreator/Industry Expert w/550K Social followers focused on Enterprise 💻 Cloud ☁️5G 📡AI 🤖Telecom ☎️ CX 🔑 Cyber https://t.co/OtwbCuhoMX
Blair Pleasant @blairplez
13K Followers 1K Following unified communications & collaboration and contact center industry analyst & consultant, Beatles freak, mom, wine lover. Mastodon: @[email protected]
Zeus Kerravala @zkerravala
59K Followers 3K Following The #1 ranked independent analyst, according to AR Insights. Focusing on technologies that are reshaping the world. #AI #Security #Network #Communications
Shep Hyken @Hyken
109K Followers 14K Following Customer Service and Experience Expert | Keynote Speaker | NYT Bestselling Author | Shep helps companies deliver AMAZING customer service experiences!
Five9 @Five9
15K Followers 11K Following Five9 strives to bring joy to customers, agents, and your bottom line. Learn about our cloud contact center services, omnichannel, AI, and more: https://t.co/ltYUYvXqdX
Nidal | نضال اب.. @NidalAbouLtaif
2K Followers 1K Following Technology executive / Board member / SVP - Global Sales Avaya / President- Avaya International - Views are my own
Avaya @Avaya
38K Followers 5K Following At Avaya we give our customers the freedom to take their business in the directions that benefit them most. We provide the paths to their success. #CX #CCTR
Nate Brown @CXAccelerator
12K Followers 9K Following Founder of CX Accelerator 🚀#CustomerExperience designer, speaker, writer, and more! 🧙🏻♂️
Genefa Murphy @GenefaMurphy
2K Followers 412 Following Marketer & Technology Enthusiast. Views are my own.
Dominic Kent @DomKent
9K Followers 1K Following I literally wrote the book on freelancing. Get your copy here: https://t.co/d125QpUkBK 🚀 I grow unified comms brands with high-quality content.
Blake Morgan @BlakeMichelleM
14K Followers 3K Following Customer Experience keynote speaker, CX Futurist, bestselling author, host @ Modern Customer Podcast, 2 amazing kids w/@JacobM
tbanting @tbanting
2K Followers 872 Following Practice Leader of Omdia's Digital Workplace team- customer engagement, #ucoms and #ucaas, #teamcollaboration, and #futureofwork. (Views are my own.)
Irwin Lazar @imlazar
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Lisa J. Martin🦋 @LisaLisajm5
793 Followers 483 Following Five9 Partner Events are my work jam. Music, foodie, social 🦋. Thoughts & tweets are my own. #PartnerPowered #MusicRocksMySoul
Liz Miller @lizkmiller
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Stacey Cole (she/her) @Staceyecolesd
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Josh Mueller @jmueller
818 Followers 831 Following CMO and GM @Avaya. Former SVP & GM @NIGlobal, CDO @Vonage and CMO @DunBradstreet. Living in #Austin with my family and playing #tennis 🎾 when I find the time!
Charlie Newark-French @CharlieNF
110 Followers 89 Following Chief Executive Officer at @sharpentech | #AI + #ML + #Automation
The Futurum Group @TheFuturumGroup
5K Followers 5K Following Leader in High Tech Research + Analysis. Focused on advising the world’s largest Tech companies, and applying a disruptive approach to reaching decision makers
Local Measure @localmeasure
1K Followers 394 Following Local Measure is a customer communications management platform helping businesses connect with their customers and create change in their organizations.
Jonathan Barouch @jbarouch
2K Followers 2K Following Australian entrepreneur, father & husband - tweets are my personal opinion.
Donna Fluss @dfluss
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John McGee @_JohnMcGee_
260 Followers 836 Following Philip Barbour HS ‘25 6’6” 295lb 3.4 GPA Football OL/DL-All-Conference; Swim-All-Conference; Discus & Shot Put-State Qualifier; Basketball NCAA ID# 2206588620
dustsilver_keyboard @dustsilvergear
907 Followers 204 Following ⌨️ We specialize in designing and manufacturing mechanical keyboards. customer service: [email protected] 🛒 Online store: https://t.co/pUxuL4NbAa
Kit Werbe @kitwerbe
1K Followers 5K Following #AnalystRelations @Genesys. #CX #EX #AI #CCaaS #SaaS. @Salesforce Pathfinder. Former journalist. IU Journalism/@IUMediaSchool grad. @WomensFundIndy.
UC Today @uctodaynews
17K Followers 412 Following #UnifiedCommunications & #Collaboration 🎙Leading News Authority for #UCNews #UCOMS #UCaaS #CPaaS #MicrosoftTeams #Technews 📩 Sign-up for Free 👇
Brent Kelly @ebkell
903 Followers 28 Following Dr. E. Brent Kelly is Principal Analyst at KelCor, Inc. where he focuses on cloud services, unified communications, video, WebRTC, and mobility.
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60 Followers 179 Following Founder & CEO @illumyinc. Entrepreneur, investor, and family man. Never-ending pursuit of the next big thing...
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Gideon Pridor @Gpridor
393 Followers 367 Following Dad, Storyteller, Traveler, CMO @workvivo, Seed investor, startup advisor, passionate about human beings & the (near) future of work https://t.co/4vVelaAxJJ
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271K Followers 175K Following SEO Expert first to crack Google PageRank algorithm confirmed @ Eric Schmidt's New York office in 2014 Cruise Lecturer #Yeshua #AdasArmy #SocEnt #ArtDayEveryDay
Hayley Sutherland @HSutherlandAI
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Heidi Elmore @SkypeSenorita
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Holly Barker @holsk
2K Followers 2K Following Austinite | Wife | Boy Mom x 2 | Vice President, Growth Marketing | #B2BMarketing | #MarTech
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146 Followers 409 Following Analyst Relations @ AWS. I like what I like and I like that I like that.
diana- Alethea @kushicamp
441 Followers 4K Following CEO. I like traveling, shopping, meditation, yoga, adventure, sports and making friends
grimmc @grimmc
232 Followers 284 Following Market Strategy @salesforce served up with an international lime twist, a dash of nature and a pinch of foodie, family life. Tweets are mine.
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Lisa Schmeiser (lschm.. @lschmeiser
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1K Followers 2K Following Retail Choreography solutions that help retailers drive superior customer experiences, advanced store operations & game-changing data insights.
Celia Fleischaker @CFleischaker
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Cloud Maven, Inc @CloudMavenInc
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venkat kandhari @venkatkandhari
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Kelly G @k_gilhooly
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Joe Smyth @JoeSmyth10
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Aoife Kelly @efakelly
719 Followers 2K Following Product Manager @Genesys Part Time Digital Lecturer @NUIGalway. Passionate about CX and MarTech. All Views are my Own.
Christina McAllister @christinamcal_
129 Followers 203 Following Just a @Forrester Analyst thinking about the intersection of humans and AI in the contact center …oh, and probably dogs 🐶 // my views are my own
Philippe Poutonnet @Ppoutonnet
2K Followers 1K Following Father, husband | VP Product & Revenue Marketing @GitHub. Xoogler. Disclaimer: My tweets are my own
Carlos Granda @GrandaCarlos
5K Followers 2K Following Board Member | Advisor | CX Executive | Investor * Retired Fútbol Coach * NY Giants / Steelers fan * Dodgers * Golf * Wanna be Chef * Views are my own
Jono Luk @itsjustjono
995 Followers 611 Following VP Product with @webex. Love food, wine, tech & travel. newly a husband. tweets are my own (and sporadic). #techforgood - It’s time tech made a difference.
Rachel O'Donnell @rachelod_ux
236 Followers 505 Following Multi-Award Winning Irish User Experience Designer focused on Solving Real User Problems 🧡 #uxdesign #problemsolving #userexperience
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Cognigy @cognigy
766 Followers 86 Following We are revolutionizing the customer service industry, creating AI Agents for Your Business
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45 Followers 93 Following
Katelyn Burrill @katelynburrill
193 Followers 636 Following Product Marketing Manager, ClickSoftware, empowering any size field service business to achieve remarkable customer experience and operational excellence.You know you meet some people and they just exude positive energy, practical advice and make you want to learn @CIO_Excellence is one of those people. #LeadershipMatters
@EvanKirstel @McGeeSmith Totally absurd. Most contact centers still don't have screen pop (available since the 90s) - they're not going to suddenly get rid of agents and go all-in on AI. Plus, AI still makes too many mistakes and isnt ready for most customer-facing interactions.
@McGeeSmith @cognigy @sebglock @aranger Agree on your agent labor outlook. There will be fewer, but perhaps not a lot fewer, and work will be much more valuable/fulfilling. (btw, Airline bot error was not GenAI. It was a legacy chatbot.)
@EvanKirstel @McGeeSmith Two of the, have headquarters in my small city ❤️
I was wrong with my number yesterday. Got the final number and the wire is complete. Wanted to be accurate. Do I expect all of it to be used wisely. Of course not. But I'm still proud to be able to give back to our country. I've said it for years. After military…
I pay what I owe. Tomorrow I will wire transfer to the IRS $288,000,000.00 This country has done so much for me, I’m proud to pay my taxes every single year. Tag a former president that you know doesn’t
How else would we chat with @Zoom CEO Eric Yuan? #AvayaAnalystSummit
Everybody now... C is for cookie That's good enough for me Ooohhhh cookie cookie cookie starts with C Just like @constellationr! (If you don't do this with a magic mirror voice you need to just go do it all over again.) #AvayaAnalystSummit
I'm starting to like Xfinity. Why? Its #AI bot just fixed my TV - and that's not all zdnet.com/article/im-sta… @McGeeSmith
I'll save you the screen shots of code. We are talking about at Big Query and Vertex AI to analyze #socialmedia at #GoogleCloudNext
And for those not interested in the golf stuff, here’s a contest to the backdrop of another magnolia.
Always honored to be on stage at @enterprisecon last week representing @Five9 and the benefits our customers are seeing with #GenerativeAI. This event means a lot personally and professionally. I believe I’ve been to this event 13 times (VoiceCon!). The way event continues to…
.@googlecloud announced CCAI Quality AI at #EnterpriseConnect , a quality scoring and performance management solution. LLM-powered solution provides: * AI-powered quality scoring * Actionable agent insights: * Holistic performance dashboards #CX #CCaaS. bit.ly/3x9uRDA
It was great Enterprise Connect[ING] last week. Thanks for the conversations @craigdurr @MelodyBrue @McGeeSmith @RobArnoldUCC @RGareiss @imlazar @Will_MWhite @Roopamjain @DaveMichels @zkerravala @DLundIDC @WayneNH @patrickwatsonuc @blairplez @christinamcal_ #enterpriseconnect
Analysts weigh in: Key trends from Enterprise Connect ringcentral.com/us/en/blog/ent… via @RingCentral blog #EC24
@McGeeSmith @EinatWeiss @elcenora @ChristieBlake @aruna13 I'm sad to have missed seeing @ChristieBlake!!!
@zkerravala @EricHKrapf @blairplez @SteveLeaden @McGeeSmith @DaveMichels I have severe FOMO right now.
Poor @SHAQ just got caught in the ultimate insider joke for marketers and creatives when he asked "what is that lorem ipsum stuff you got there?" Design nerds unite! #AdobeSummit #AdobeSneaks
#locknote time! @EricHKrapf @blairplez @SteveLeaden @McGeeSmith @DaveMichels #ec24 #enterpriseconnect
32,477 steps later …. That’s a wrap! @enterprisecon @DaveMichels @McGeeSmith @blairplez @arnoldjon @Court_Cisco @AliStCyr @CiscoCollab @lorrissa_horton
Last night was epic! Thank you all! More pics to come! #enterpriseconnect #EC24 #CXnation @McGeeSmith @pri_rathnayake @NikiHall @EvanKirstel @DaveMichels
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