Richard Bassett

In this engaging discussion, Richard Bassett, VP of CX & Automation at NICE and expert in AI-driven customer engagement, dives into the exciting evolution of contact center technology. He emphasizes the shift from fragmented solutions to integrated cloud platforms, enhancing efficiency. Richard highlights the rise of self-service AI for personalized interactions and a future focused on predictive, proactive customer engagement. He also addresses the changing roles within contact centers, advocating for small pilot tests to keep pace with rapid innovation.