At CCW, Dennis Blanco, Author from our partner Verint joined industry analyst Thomas Brannen (OnConvergence, LLC) to discuss how organizations can cut through the AI hype and focus on what matters most: delivering better experiences for customers and agents. A key takeaway from the conversation: AI isn't replacing people—it's helping them do their best work. By automating routine tasks and providing the right insights at the right time, organizations can empower agents to focus on the moments where human expertise makes the biggest impact. That's why our partnership with Verint is built on openness, flexibility, and a shared commitment to helping customers achieve measurable business outcomes while keeping people at the center of every interaction.

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