In this episode of Always On CX:EX, host Josh Chronister speaks with James Arnold-Roberts, CEO of VoiceFlex, about the evolving landscape of customer experience and contact center technology. James shares insights on VoiceFlex's shift from a telecom company to a tech company, the impact of Microsoft Teams, and how AI is reshaping the future of customer interactions.

Best Moments:

(01:52) James' career journey in the telecom industry

(08:38) VoiceFlex's shift from telco to tech co

(15:28) Microsoft Teams' impact on customer interactions and collaboration

(21:10) Trends in conversational AI for customer experience

(26:34) Best data sources for AI integration in contact centers

(30:52) Emerging trends shaping the industry in the coming years

(34:26) Practical applications of AI in business operations

Guest Bio:

James Arnold-Roberts is the CEO of VoiceFlex, with over 20 years of hands-on experience leading businesses in the communications industry. He has guided VoiceFlex through its transition from a telecom company to a tech company, focusing on innovative solutions for customer experience and contact center technology. James is passionate about leveraging AI and automation to solve business problems and improve customer interactions.

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