[Fireside Chat] Getting Your CX Ready for the AI Future

In the dynamic realm of the contact center, companies are not just managing inquiries – they are sculpting the very essence of ‘customer experience.’ Every touchpoint should be intentional and tailored to the customer’s needs. 

For decades, the contact center has been the starting point for delivery of customer support. That does not change in the age of digital engagement and artificial intelligence. It is incumbent on customer service professionals, however, to have a thorough understanding of the range of technologies available to deliver first class customer experience.

 In this fireside chat, Charlie Newark-French, CEO of Sharpen, and Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, discuss why the choice of cloud and a CX communications platform are key to delivering modern CX, from AI-powered self-service automation to agent-supported engagements across any channel.

You’ll learn: 

  • Why AI deployed on premises is suboptimal.
  • How to leverage AI to improve both automation rates and agent performance.
  • Why Sharpen’s new CX platform, infused with technology from recent
    acquisitions of Webtext and Plum Voice, is the right choice for your business.


Watch On-demand!

Meet Our Speakers

Charlie Newark-French
Charlie Newark-French

Charlie is an experienced enterprise software CEO (Sharpen, Hyperscience, Fuze). He specializes in building, selling and deploying cutting edge software (particularly Artificial Intelligence software) to large and medium enterprises. Charlie has experience with both SaaS and On-premise software. Charlie is a customer centric leader with strength in go-to-market and scaling operations.

Sheila McGee-Smith

Sheila is a leading customer experience industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for CX and communications solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. She is the President & Principal Analyst at McGee-Smith Analytics.

Laura Bassett
Laura Bassett

Laura has over 25 years of experience in the technology industry, starting out in applications development and delivery, moving into sales and the product management and marketing. She have had the good fortune to work in many different industries in both B:C and B:B companies focusing on a variety of industries, with a focus on the consumer and their experiences. She is the host and VP of Marketing at Sharpen.

“In the realm of customer service and contact centers, the true power of AI lies not just in its capabilities, but in its usability. A seamless integration of accessible AI technologies is the gateway to elevating customer experiences, transforming interactions, and unlocking the full potential of efficient and personalized support.”

Charlie Newark-French, CEO