Partnering with AI to Build the Next-Generation Contact Center

With a career spanning 30 years, Alan has held a variety of sales, marketing, and leadership roles, both in start-up and large enterprise software companies. Before joining Cognigy, he led global market development at LivePerson where, during his six-year tenure, revenues doubled from $223M to $470M. As Cognigy’s VP Marketing, Alan’s focus is on leading and inspiring his high-performance global team to deliver programs across branding, product marketing, demand generation, events, and social media. Alan is also responsible for leading market expansion in high-growth regions such as the USA, UK, and APAC, and building a global community of Cognigy advocates, including customers, industry experts, partners, and prospects.

As part of Omdia’s Enterprise IT team, David focuses on contact center infrastructure, workforce optimization, interactive voice response, and speech analytics solutions. He provides insight into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs.

David started covering the contact center industry in 2001 as the customer service and support editor at CRM Magazine. Later, he served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director of Speech Technology magazine and was the founding editor of SmartCustomerService.com. David has won multiple writing awards throughout his career, including a Silver National and a Gold Regional ASBPE award for Original Research. He holds a BA in Communication (with a concentration in Journalism) from Hofstra University.