Marie Angselius
Marie Angselius
Marie Angselius-Schönbeck is Chief Impact Officer and Chief Marketing Officer at Teneo.ai, a company in voice first Agentic AI. In 2019, she founded Women in AI by Amelia, a global initiative to help close the gender gap in STEM. She has worked in th Conversational AI-industry for 7 years.
Why Voice Fraud Is CX’s Most Underestimated Problem
How AI-generated voice fraud is quietly destroying one of your most trusted customer touchpoints and why two words are the industry's entire response to...
The CX Death Spiral: How to Escape the Squeeze of Rising Costs and Stagnant Results
In my conversations with customer experience leaders, I hear a consistent and troubling story. They feel the squeeze. Budgets are under a microscope, CEOs...
Why Your Digital-First CX Strategy is Failing (and how to fix it)
For years, the prevailing wisdom in customer experience (CX) has been to steer customers towards digital channels. The promise was a win-win: customers would...
Beyond the Black Box: AI Traceability as the Foundation for Customer Trust and CX Excellence
As artificial intelligence (AI) becomes deeply embedded in customer-facing operations—from personalized recommendations to automated service agents, the stakes for the Customer Experience (CX) leader...
The Hybrid AI Reality Check: Why CCaaS Platforms Are Underdelivering on AI Promises
If you are like most enterprise leaders, you have invested heavily in a modern Contact Center as a Service (CCaaS) platform, expecting a customer...
The Voice AI Trinity: Why 99% Accuracy is the Key to Unlocking Millions in Hidden ROI
While the enterprise AI world obsesses over generative AI features, a massive opportunity is hiding in plain sight. the global Agentic AI and Voice...
The 26% Success Rate: What Separates AI-First CX Winners from the 74% Who Fail
It's one of the most unsettling statistics in our industry, and it was published right here on CustomerThink: 74% of enterprise CX AI programs fail.…
Why Contact Center “Advances” Are Missing the Mark
Every week, I meet executives asking the same question: "Why isn't our conversational AI delivering the results we were promised?" Despite significant technological advances...
The AI Trust Deficit: Why Enterprise-Grade Security is Non-Negotiable for Your Next AI Agent
In countless conversations with fellow executives over the past year, I've witnessed the same pattern: initial excitement about AI's transformative potential immediately followed by...
The Agentic AI Mirage: Why Customer Service Automation Will Fail Without Platform-First Architecture
The customer service industry is experiencing what I call "agentic AI fever." Every vendor promises autonomous agents that will revolutionize customer support, and every...
Why Gen Z is Bringing Voice Back to Customer Service (And What That Means for Your Strategy)
Despite years of investing in digital channels, chat and self-service portals, we're all still picking up the phone when things get complicated.
CX Automation at a Crossroads: How Agentic AI Delivers Outcomes, Not Just Triage
I've spent the last decade watching companies pour billions into customer service automation, only to see satisfaction scores plummet to levels that were seen...
Why Your Agentic AI Project is Doomed to Fail Without This One Thing
Hint: It’s not a better LLM. It’s a smarter architecture. The promise of Agentic AI is electrifying the customer experience world. We’re moving beyond chatbots...
How Congress’s Call Center Bill Will Reshape Contact Center´s AI Strategy
The customer service landscape is about to undergo its most significant regulatory transformation in decades. On July 30, 2025, Senators Ruben Gallego (D-AZ) and...
The Voice-First Imperative: Why 73% of Contact Centers Are Missing Their Biggest Automation Opportunity
The contact center industry stands at a crossroads. While 80% of companies plan to increase their customer service automation in 2025, a striking paradox...
The Hidden ROI Killers in Call Center Automation: Why 70% of Implementations Fail to Scale
The promise of call center automation is compelling: reduced costs, improved efficiency, and enhanced customer satisfaction through AI and machine learning. Yet 70% of...
AI in contact centers: The hidden threat to customer service and security
Artificial intelligence (AI) is reshaping the contact center industry, promising faster service, improved customer insights, and enhanced automation. Yet, beneath the surface, serious challenges...
Agentic AI: A Strategic Guide for CX Leaders
Customer experience (CX) is undergoing a transformation. The past year has seen significant advancements in AI, with tools like AI agents, virtual agents, and...
The Rise of Agentless Contact Centers: Transforming Customer Service Efficiency
AI-powered contact centers are revolutionizing how businesses interact with their customers. One of the most transformative developments in this space is the emergence of...
Revolutionizing Customer Service: The Shift to Agentless Contact Centers
The traditional contact center model is evolving into something more advanced: agentless contact centers. Powered by artificial intelligence (AI) and automation, these centers are...