5 Contact Center Trends to Watch in 2019

Erica Mancuso builds teams that deliver exceptional customer experiences. After 15 years of leading customer facing teams for entrepreneurial technology companies, she knows these experiences are the result of not only a solid product, but also great employees armed with the right tools and processes to get the job done well. Erica is the director of Support Offer Management at nThrive. Connect with her on Twitter and LinkedIn.

Incredibly fortunate, by his own admission, Michael wakes up each day envisioning how he can inspire companies to create environments, journeys, and actions that help make their customers more successful. He believes wildly successful companies start with successful customers and associates. In 2012, he started and built a consultancy through strong values, discipline, and sharp customer focus. Since then, he has built awe-inspiring experiences resulting in worldwide leading customer experience scoring for a variety of industries and organizations.

As he puts it:
I engineer monumental and awe-inspiring customer experiences; I build cathedrals of customer experience. Starting with a solid foundation of Culture, the Best Talent, Process Management, the Right Technology, and Data Insights, I construct the pillars of a customer experience strategy for your contact center or customer care teams, and deliver awe-inspiring experiences.

Darryl Addington is the Director of Product Marketing at Five9. He has more than 24 years of experience in the contact center. Prior to Five9, Darryl worked at 8x8, Genesys, Intervoice, and Edify, in various roles including Solution Marketing, Product Marketing, Product Management, and Solution Engineering. He specializes in vertical marketing, integrating data intelligently into service and sales environments, and learning about and solving the challenges enterprises face when building a differentiated customer experience.