Feb 27, 2025
Audrey William is Principal Advisor at Ecosystm. She is based between Sydney, Australia and Singapore.
Audrey has several areas of research focus, including the Future of Work, Unified Communications, Video and Collaboration, Contact Center, CX, Outsourcing and Conversational AI.
Mark Hillary called Audrey to talk...
Feb 20, 2025
Ian Jacobs is the Vice President and Lead Analyst at Opus Research. He is based in San Francisco, California, USA.
In this conversation with Mark Hillary, Ian explores how BPO is being transformed by AI and asks if we are sometimes focusing too much on Gen AI? CX practitioners have traditionally focused on...
Feb 13, 2025
Sid Victor is the Senior Vice President and Head of Support Services at Movate. He is based in Frisco, Texas, USA.
Sid has published his opinion around BPO flexibility on LinkedIn several times. He has made it clear that he feels the future is not human agents OR AI OR any other solution - it is a blend of all the best...
Feb 6, 2025
Phil Fersht is the CEO and Principal Analyst at HFS Research. He is based in Boston, Massachusetts, USA.
He recently posted this 'AI continuum' on LinkedIn:
https://www.linkedin.com/posts/pfersht_rpa-genai-agentic-activity-7282865406917115904-5lrX
Mark Hillary called Phil to talk about this and how AI is offering the...