Cortney Jonas Burnos
VP of Digital & AI Solutions at Transcom focused on pragmatic, outcome-driven AI deployments that orchestrate humans and technology to improve agent enablement, automation and CX insights.
Best podcasts with Cortney Jonas Burnos
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Dec 24, 2025 • 23min
From CX 2025 to 2026: Consumer Insights and the Trends That Will Define the Year Ahead
Join Jeff Blair, Chief Growth Officer at Transcom, and Cortney Jonas Burnos, VP of Digital & AI Solutions at Transcom, as they dive into the evolving landscape of customer experience. They reveal the widening 'experience gap' and argue that success hinges on human-AI orchestration rather than just automation. Discover how connecting CX performance to revenue is crucial for brands and explore effective strategies to evaluate BPO partners. Get insights on where AI is delivering real value and the importance of continuous improvement and upskilling in the AI era.
Dec 24, 2025 • 23min
From CX 2025 to 2026: Consumer Insights and the Trends That Will Define the Year Ahead
Join Jeff Blair, Chief Growth Officer at Transcom, and Cortney Jonas Burnos, VP of Digital & AI Solutions at Transcom, as they dive into the future of customer experience. They discuss how the widening Experience Gap threatens brand loyalty and why orchestration between AI and human agents is crucial. The duo reveals that enhancing CX can drive revenue, loyalty, and operational excellence. They also explore the importance of strategic BPO partnerships and how AI needs to be integrated thoughtfully to truly benefit organizations.
