Author Archives
Michael Sisselman, MBA, M.Sc. is an expert in Customer Experience platforms that delight customers, empower the workforce, and drive business outcomes. He most recently worked at Avaya, where he led a team of data scientists in Conversational AI, Intelligent Automation, and CX Analytics. During the (surreal) summer of 2020, Michael spent time developing methodologies pertaining to Business Value Consulting and Customer Success. Michael lives in New York and plays classical guitar every day.
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Face-to-Face With the Brand Through Zoom (Now Powered by AI)
In launching a marketplace for integrations and bots, Zoom is enabling enterprises to deliver compelling, branded videoconferencing customer experiences
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Harness the Power of Differentiated CX — Especially for First-Time Callers
Using AI and decisioning, enterprise contact centers can do the seemingly impossible: orchestrate differentiated CX instantaneously for first-time callers!
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Customer Success Managers Shift from Advocacy to Forensics
Customer Success Managers provide analysis, make recommendations and ensure compliance of Conversational AI…. Should their services be free?
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And Then…Customer Experience Applications Morphed from SaaS to Platforms!
Application Platforms allow enterprise customers to unleash hyper-personalization, dynamic experimentation, and accelerated adjustments to changing conditions.