CX Today Secure the Quick Wins First: How the Frontline Group Is Advancing Its Customer Service Experiences
Nov 4, 2025
Jill Blankenship, CEO of the Frontline Group and a leader in contact center operations, shares insights on enhancing customer service with AI and automation. She emphasizes the importance of quick wins in tech implementation. Jill discusses exciting AI trends, including workflows that unify data and create auto-summaries, reducing agent workload. She also highlights strategies for improving quality assurance and intent-based analysis, providing a roadmap for the future of customer experience at the Frontline Group.
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AI And Automation Are Central Themes
- Jill Blankenship highlights AI and automation as major themes at Nice Interactions 2025 that are reshaping contact centers.
- She emphasises combining data and workflows to empower agents and break down silos for better insights.
Unified Data Unlocks New QA Capabilities
- Frontline Group focuses AI around enabling agents with workflows, automation, and unified data for better analysis.
- Capturing 100% of interactions across channels unlocks QA and new ways to ask questions and summarise conversations.
Automate Repetitive Tasks First
- Use AI to remove redundant agent tasks like manual dispositions and after-call notes.
- Do implement auto-summaries so agents can listen and be more empathetic while AI captures conversation details.