In this episode of Symplicity Conversations, Catherine Ripley speaks with Crystal Joramo, Vice President of Strategic Alliances at Community WFM. They discuss the critical role of workforce management in enhancing employee experience and operational efficiency, the importance of partnerships in the industry, and the impact of AI and automation on workforce management. Crystal shares her career journey, insights into the evolution of workforce management, and the unique position of Community WFM in the market, especially following its acquisition by RingCentral. The conversation emphasizes the need for businesses to modernize their workforce management strategies to improve customer and employee satisfaction.

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Chapters

00:00 Introduction to Workforce Management and Community WFM

02:08 Crystal Joramo's Career Journey

05:39 Understanding Workforce Management

08:52 The Importance of Automation in Workforce Management

11:47 The Evolution of Workforce Management

13:08 Community WFM's Unique Position in the Market

15:04 The Role of Partnerships in Workforce Management

16:10 Strategic Partnerships and Market Positioning

21:49 AI and Data-Driven Workforce Management

26:16 The Future of Workforce Management Technology

32:12 Understanding Workforce Dynamics and Agent Roles

In this episode of Symplicity Conversations, Catherine Ripley speaks with Dr. TaRita Johnson, Senior Vice President of Talent and Diversity at The Right Place. They discuss the importance of leadership, emotional intelligence, and self-awareness in the workplace. Dr. Johnson shares her career journey, the challenges of attracting and retaining talent, and the significance of mentorship and community engagement. The conversation highlights the need for organizations to invest in their people and create inclusive environments that foster growth and collaboration. Catherine and TaRita also explore workforce trends and the impact of technology on the future of work.

Chapters

00:00 Introduction to Leadership and Community Engagement

02:11 Career Path and the Importance of Connection

06:05 Key Lessons in Talent and Culture

09:20 Challenges in Attracting and Retaining Talent

12:18 The Role of Mentorship and Sponsorship

19:12 Collaborative Strategies for Talent Development

22:10 Creating a Thriving Workplace Culture

23:49 Empowering Marginalized Voices

26:24 Workforce Trends and Recruitment Challenges

29:58 The Role of AI in Workforce Management

32:06 Investing in People for Organizational Success

36:40 Community Engagement and Talent Development

39:50 Optimizing Technology for Future Work

In this episode of Symplicity Conversations, we sit down with Carmit DiAndrea, Director of AI Data Management at NiCE, to explore how data, AI, and human insight come together to transform customer experience (CX). Carmit shares her unique perspective from working at the intersection of customers, product teams, and analysts—and why quantifiable business value must always come first.

We discuss why AI is only as powerful as the data behind it, how organizations can become truly “data-ready,” and why governance, transparency, and fairness are foundational to success. Together, we unpack the evolution of contact centers, the growing importance of self-service and intent-based automation, and how orchestration connects systems, people, and AI into seamless customer journeys.

Carmit also highlights the rise of AI co-pilots for agents, supervisors, and business leaders, showing how real-time insights can reduce employee burden, improve performance, and increase retention. From building data-driven AI roadmaps to navigating tech debt and the “Frankenstack,” this episode offers practical guidance for leaders who want to move forward with AI—without losing the human connection that makes great CX possible.

• (00:00) - – Welcome & Quote of the Day
• (01:25) - – Carmit’s Role at NICE
• (04:49) - – NICE’s Vision for Data, AI & CX
• (06:46) - – The Evolution of Customer Experience
• (08:32) - – Self-Service vs. Human Support
• (12:21) - – The Data & AI Equation
• (13:00) - – Becoming Data-Ready
• (15:32) - – AI, Analytics & Workflow Transformation
• (17:29) - – Empowering Frontline Employees
• (19:49) - – AI Co-Pilots for Agents, Supervisors & Leaders
• (23:40) - – AI Adoption & Employee Expectations
• (24:30) - – Building a Data-Driven AI Roadmap
• (27:03) - – Tackling the “Frankenstack”
• (29:02) - – Where to Start with AI
• (31:01) - – Real-World Success Stories
• (32:46) - – One Thing Every Leader Should Know About CX
• (34:36) - – Overcoming Fear of AI Disruption
• (36:21) - – The Future of AI and Human Work
• (39:52) - – Innovators & Inspiration
• (40:20) - – Mindset for CX & AI Transformation
• (42:04) - – You’re Not Alone
• (43:49) - – Closing Thoughts & Where to Learn More