Press One for Blair Pleasant

In this episode of the Press One Podcast, host Steve Clemonds engages with Blair Pleasant, the Principal Analyst and founder of COMMfusion, to discuss the evolving landscape of customer experience (CX) and the role of technology in enhancing it. They explore the importance of change management in technology adoption, the challenges posed by fragmented technology solutions (Frankenstacks), and the ongoing debate between building versus buying AI solutions. Blair emphasizes that CX is a collective responsibility across organizations and reflects on the significant changes in the industry over the years. The conversation concludes with predictions for the future of CX, highlighting the potential for proactive customer service through AI.

Steve also discusses various topics leading up to the Super Bowl, including personal reflections on family moments, the impact of recent layoffs in the tech industry, and the excitement surrounding Super Bowl commercials. Note: This episode was recorded prior to the Super Bowl.