In this inaugural episode of Leapfrog CX Strategies longform interviews, host Dave Michaels discusses with Vasili Triant, CEO of UJET, the evolving landscape of customer experience (CX) technology. Vasily shares insights from his extensive career, spanning companies like Shoretel, Serenova, and Cisco, before taking the helm at UJET.

**Key Discussion Points:**

- **Industry Background:** Vasily’s journey through various tech companies, highlighting the transition from on-premise solutions to cloud-based services. He reflects on his time at Shoretel as a formative experience, noting the company's significant growth and eventual impact of the cloud transition. Serenova is recalled as a company with potential that faced a challenging path.
- **UJET's Evolution:** Vasily discusses his role in UJET's growth, including navigating fundraising rounds and his recent promotion to CEO. He touches upon the company's strategic pivot towards AI-driven CX transformation, emphasizing the integration of conversational analytics and virtual agent capabilities.
- **AI in CX:** The conversation delves into the impact of AI on the contact center industry. While acknowledging the excitement around virtual agents, Vasily expresses a nuanced view, suggesting that while AI enhances efficiency, the human element and personalized customer experience remain crucial. He cautions against an overreliance on automation as a sole cost-saving measure, advocating for a balanced approach that leverages AI for proactive and efficient customer engagement.
- **The Google Partnership:** Vasily elaborates on UJET's strategic partnership with Google, discussing how it has influenced the company's go-to-market strategy and product development roadmap. He highlights the symbiotic nature of the relationship and the potential for future collaboration, particularly in leveraging Google's reach to drive AI adoption in CX.
- **Workforce Management (WFM) and Quality Management (QM):** The discussion addresses the acquisition of Authority, a WFM/QM solutions provider. Vasily explains the rationale behind the acquisition, emphasizing the strategic importance of integrating these capabilities to offer a more comprehensive CX solution. He differentiates between the evolving QM space, which he believes is ripe for AI disruption, and the more established WFM market.
- **Future Outlook:** Vasily shares his vision for UJET, focusing on continued innovation in AI-powered CX solutions, strategic partnerships, and expanding into new markets, including a growing presence in Portugal. He expresses a passion for genuinely transforming customer experiences by leveraging technology to create more proactive, efficient, and personalized interactions.

This episode provides a deep dive into the strategies and vision driving a key player in the CX technology sector.

The Daves discuss the state of the headset world. Lots of types and considerations. Things you should know - from bluetooth to dect to over-the-ear to earbuds.

In this episode of TalkingPointz Chatz, Dave Michels and David Danto unpack a series of “sea changes” sweeping across tech and communications. They start by examining how AI engines are replacing traditional search tools, reshaping how users find information. The conversation shifts to LinkedIn’s emergence as the dominant professional social platform in the wake of Twitter’s decline. Most notably, they dive into the evolution of meeting room technology – from proprietary video appliances to streamlined BYOD/BYOM setups – and highlight the manufacturers that are embracing this shift, including Barco, Jabra, Logitech, and others. It’s a fast-paced, thoughtful look at how user habits and enterprise tools are adapting in real time.

In this episode, we talk about the AV channel and upcoming ISE conference. Featuring Dave Berlin, President & CEO at Visual Image Display; Eric Snider, Chief Technology Officer at CTI; and Danny Rogers, Vice President Global Accounts at AVI-SPL.

Dave and David chat about the channel with John Cognata of SoftTel amd William Rubio of Calltower.

Dave and David discuss and reflect on 2024.

Ever wonder what's in a monthly Insider report? The September 2024 report included this:

Hey Google, Tell Me About It: Google’s NotebookLM uses LLMs to convert lengthy text from articles, research papers, and other documents into knowledge. NotebookLM has a new trick that turns knowledge into an audible story: an AI-generated podcast that includes playful conversations between male and female ”hosts.” It’s a new summarization trick, this time with voices. Making generative AI trustworthy is the progress we need.

This podcast episode is an autogenerated podcast based on the sole input of the September 2024 Insider Report.

Subscribe for the full, written reports.
https://talkingpointz.com/insider-report-for-september-2024/

In this episode of TalkingPointz Talking Headz, David Danto and Dave Michels, joined by Metrigy Research’s Irwin Lazar, dive into the hot topic of Amazon’s recent push to bring employees back to the office full-time. They unpack the real motivations behind the memo, revealing its connections to industry-wide layoffs and corporate real estate pressures and other explanations. This candid conversation offers a fresh perspective on what the return-to-office push from Amazon’s CEO is truly all about..