Why Voice AI Is Replacing Voicemail in Contact Centers
The Hidden Cost of Voicemail Check your after-hours call volume. It reveals everything you need to know about your customer experience. Voicemail is rarely a safety net. In reality, sending a caller to voicemail is simply a second bad call waiting to happen. Consider a telecom company that operated under a strict deadline for answering […]
Why Your Contact Center Needs a Real Crisis Backup Plan
The Reality of Unpredictable Contact Center Outages When severe weather or unexpected regional disruptions hit, call volumes spike immediately. Across major organizations like Spirit, JPMorgan, and Liberty Latin America, the scene is often the same: agents handling endless call queues at 2:00 AM when calls triple and systems fall apart around them. In those chaotic […]
Returning to South Miami and the UM Campus
A Homecoming in South Miami Stepping back onto the University of Miami campus after more than three decades brings a wave of nostalgia. Growing up right next to UM in South Miami shaped so many early memories. While the area has transformed significantly over the last thirty years, the underlying spirit of the neighborhood remains […]
AI Customer Support: Why Tech Giants Still Get It Wrong
The Frustration of Calling an AI Company Imagine trying to resolve a simple billing issue: an old ChatGPT business account was still charging $145 a month despite being closed. Naturally, the next logical step was to call support. An AI voice assistant answered the call. While conversational voice AI has massive potential, the interaction unraveled […]
Connecting at Connect Expo: CX Regulatory Compliance
Navigating Regulatory Compliance in Customer Experience Regulatory compliance plays a critical role in shaping modern customer experience (CX) operations. Adapting to evolving rules requires strong industry leadership and practical guidelines that protect both organizations and consumers. Organizations like ECACUSA (ecacusa.org) remain at the forefront of these efforts. Special recognition goes to Stuart Discount and his […]
Why Voice AI Is Your Contact Center’s Peak Season Insurance
December is notorious for pushing contact centers to their absolute limits. Call volumes spike, hold times stretch, and operational pressure reaches an all-time high right when customer expectations are elevated. But high-demand periods aren’t limited to the end of the year—surge seasons happen continuously. While human teams face burnout, scheduled leave, and seasonal fatigue, Voice […]
First of a 2 part series – Beyond Access: Using Conversational AI to Rehumanize Online Learning
Technology’s greatest potential in education isn’t just about access. It’s about connection. In collaboration with Tariq Alinur, founder and CEO of BrainCX, I’ve spent the past year exploring how conversational AI can reimagine how institutions engage with students, particularly adult learners managing the complex intersection of work, family, and school. This work led to a conversation […]
Stop Romanticizing Transformation, Higher Ed Needs Efficiency
In higher education, the promise of AI often gets tangled in dreams of transformation, while institutions quietly hemorrhage from inefficiencies. Too often, the focus is on revolutionizing pedagogy, when the immediate crisis is operational survival. Efficiency and transformation aren’t mutually exclusive; efficiency is the precondition that allows transformation. Recently, I found myself in a heated […]
Voice AI in 2025: Trends and Results
Voice AI in 2025: 4 Trends We’re Seeing Again and Again In every conversation I’ve had with CX leaders this year—across healthcare, education, financial services, and home improvement—one thing is clear: the way businesses engage customers is shifting fast. At BrainCX, we’re fortunate to work closely with teams navigating this change. And while every industry […]
2025 in Review: Why 95% of Enterprise GenAI Pilots Failed—and What Comes Next
📉 In 2025, 95% of enterprise GenAI pilots failed to move the P&L. Here’s why most AI initiatives stall—and what the next wave of winners is doing differently. From my seat as CEO of BrainCX AI, the gap between “demo mode” and ROI mode has become impossible to ignore. 🔹 Two signals that defined the year 1️⃣ MIT’s […]