Blair Pleasant
@blairplez.bsky.social
Independent industry analyst focusing on contact center, #CCaaS, #CX, unified communications #ucoms #UCaaS #collaboration, and other business communications technologies.
2025 Customer Experience Study from Five9 reveals a clear trend: customers still value a human touch in service, but they’re also eager to embrace AI for faster, more personalized support. The key? Striking the right balance between the two. #CCaaS #customerservice www.five9.com/blog/2025-cx...
2025 CX Study: Meeting Rising Customer Expectations | Five9Expand MenuExpand MenuExpand MenuExpand MenuExpand MenuExpand MenuExpand MenuExpand MenuExpand MenuExpand MenuExpand MenuExpand MenuExpand Me...
five9.com
Dear Europe - on behalf of over half of the US, I'm sorry you have to deal with this. Most of us still love you. www.nytimes.com/2025/03/25/w...
Trump’s Team Calls Europe ‘Pathetic’ in Leaked Signal Group Chat Messages
Trump officials have demanded more European military spending and questioned the continent’s values. Leaked messages show the depth of the rift.
nytimes.com
I was pretty happy when the pilot on my flight today referred to the Gulf of Mexico. Kudos to @alaskaairlines.bsky.social
My latest on No Jitter - For Successful #AI Adoption, Identify Skills and Launch Training. Info on advisory, managed and professional services provider TeKnowledge, its partnership with Genesys, and my session at #EnterpriseConnect. #CCaaS #CX #ucoms #UCaaS www.nojitter.com/contact-cent...
For Successful AI Adoption, Identify Skills and Launch Training
Getting the most out of an AI deployment requires the right skills and expertise in place, along with a well-thought- out adoption and training program.
nojitter.com
Tell Chuck to vote NO on the GOP spending bill - it's the only way we can fight.
Kendra "Gloom is My Beat" Pierre-Louis@kendrawrites.com · last yr.Just so you know you can email Schumer here
Weak. Weak. Weak. Look, my history as a defender of the Democratic Party is well known. But enough is enough. Schumer needs to step down. We need a war-time Senate leader who intends to fight fire, not Sen. George McFly (D-NY).
Christopher Webb@cwebbonline.com · last yr.Chuck Schumer, the top Democrat in the Senate, just caved—again. His support for the Republican CR plan isn’t leadership; it’s surrender. He’s not fighting for the American people. He’s propping up policies that will hurt us.
I'm loving this - it highlights the importance of #CCaaS and #UCaaS integration and what I call the "Collaborative Contact Center" - Zoom & Microsoft Teams Unite with a New Contact Center Integration. #CX #CCTR www.cxtoday.com/contact-cent...
Zoom & Microsoft Teams Unite with a New Contact Center Integration
CX Today covers Contact Center news including CCaaS, Enterprise, UCaaS and more.
cxtoday.com
Re-post, post on other social media, and spread this around.
Alexandria Ocasio-Cortez@aoc.bsky.social · last yr.🚨 Everyone needs to call their Dem Senator right now. They are starting to cave. Tell them: 1. Vote NO on Cloture AND 2. Vote NO on the Republican spending bill. Don’t let them pivot to reconciliation. GOP doesn’t need Dem votes on that and they know it. TODAY is the showdown. 🤳🏽: (202) 224-3121
#CX will be a major theme at #EnterpriseConnect this year. Looking forward to seeing NICE CXone Mpower in action - especially the Copilot for Agents. For more info on NICE CXone Mpower, go to lnkd.in/gxS_VQgJ
This was the plan all along - DOGE Has Deployed Its GSAi Custom Chatbot for 1,500 Federal Workers. Musk’s DOGE team is automating tasks as it continues its purge of the federal workforce. www.wired.com/story/gsai-c...
DOGE Has Deployed Its GSAi Custom Chatbot for 1,500 Federal Workers
Elon Musk’s DOGE team is automating tasks as it continues its purge of the federal workforce.
wired.com
Et tu, Salesforce? Salesforce Drops DEI Commitments, Reframes Equality as Legal Compliance. www.techrepublic.com/article/sale...
techrepublic.com
Interesting to see how @VRBO is taking advantage of the flack against AirBnB founder joining DOGE - I've never seen so many ads and social media posts from them.
Does anyone here still subscribe to WaPo? I don't see much of a future for them.
Looking forward to hearing more about this at #EnterpriseConnect: NICE Reports 400% Increase in CXone Mpower Autopilot Interactions in 2024 as AI Agents Power Future of Customer Service (NICE will be at booth #911 at EC). #CX #CCaaS www.nice.com/press-releas...
NICE Reports 400% Increase in CXone Mpower Autopilot Interactions in 2024 as AI Agents Power Future of Customer Service | NICE
Record breaking year for NICE’s CX automation and augmentation: 6 billion AI-augmented interactions and 2 trillion AI-analyzed words per month in 2024
nice.com
This isn't great news for many people I know - ‘The knowledge economy is on the way out.’ These are the skills workers will need in the age of AI, says LinkedIn www.cnbc.com/2025/02/26/t...
'The knowledge economy is on the way out.' These are the skills workers will need in the age of AI, says LinkedIn
Skills such as creativity, curiosity, courage, compassion and communication will be key as AI continues to disrupt workforces, said LinkedIn's Aneesh Raman.
cnbc.com
He's just awful. Imagine being one of the people just laid off and finding out that the execs are getting 20% bonuses. www.cnbc.com/2025/02/20/m...
Meta approves plan for bigger executive bonuses following 5% layoffs
Meta's executive officers could earn a bonus of 200% of their base salary under the company's new executive bonus plan, up from the 75% they earned previously.
cnbc.com
If this is true, it's absolutely despicable. www.foxnews.com/world/remain...
Remains of young mom Shiri Bibas, taken hostage and killed by Hamas, not returned despite promise, Israel says
The mother of a woman abducted with her two children and husband was not among the slain hostages returned to Israel by Hamas on Thursday, Israel said.
foxnews.com
Trump and House Republicans are trying to sneak through a dangerous bill that would block millions of American citizens from registering to vote...
Hell of a time to kill the Epidemic Intelligence Service. This measles outbreak has already spread across the New Mexico border into Hobbs
West Texas measles outbreak doubles to 48 cases in four counties
Most of the measles cases are still among school-aged children in Gaines County, Texas health officials said Friday.
houstonchronicle.com
“The thing that I can’t get over is that the actual richest man in the world directed my fucking firing. I make $50k a year and work to keep drinking water safe. The richest man in the world decided that was an expense too great for the American taxpayer.”
Chris Muravez@chrismuravez.bsky.social · 2y agoYesterday many thousands of federal employees were terminated. This is a Reddit thread for federal employees that got laid off.
The Novartis breast cancer awareness ad was awesome - I had no idea where it was going, and then - bam! Powerful and important message. Kudos.
@lynnemccartney.bsky.social - so are you related (and are you totally tired of being asked that?). My #1 bucket list item is to meet him and thank him. Nice to "meet" another Beatles fan here.
I have to admit, the OpenAI ChatGPT ad was actually innovative and well done.
Even better than watching the ads on the Super Bowl - a Paul McCartney sighting :)
Thank you mainstream media for covering this - www.nbcnews.com/politics/dog...
How Elon Musk boosted false USAID conspiracy theories to shut down global aid
Musk drove fringe viewpoints on USAID into the mainstream on X as the Trump administration halted the humanitarian relief agency’s work.
nbcnews.com
My latest blog: #AI Doesn’t Need to Feel Your Pain. It Needs to Solve Your Problem - can and should AI display empathy for customer interactions? #CX #custserv #CX www.nojitter.com/ai-automatio...
AI Doesn’t Need to Feel Your Pain. It Needs to Solve Your Problem
AI can provide accurate, personalized and speedy resolutions – and customers would rather have that over agentic AI talks about their feelings.
nojitter.com