Home Authors Posts by Emily Charnes

Emily Charnes

Emily Charnes
Emily is VP and Head of Sales at Simplr, a human-first, machine-enabled customer experience solution. Her 25-year career includes roles as VP of Sales for Conversational AI startups Uniphore and Kore.ai, as well as 8 years as Regional Director of Enterprise Strategic Accounts at Nuance Communications. Prior to that, Emily spent ten years abroad in Europe and Latin America for Genesys, where she held various roles, including VP of Channels EMEA, EMEA Regional Director for Contact Center Sales and Vice President of Latin America.

Decades on, and we’re STILL trying to fix CX

In the late 90’s, the CX buzzword was CTI, or Computer Telephony Integration. The “screen pop” enabled call center agents to save time and...

Why “customer delight” programs fail

Over the past ten or so years, the term “customer delight” has become ubiquitous in customer experience and service organizations. Take a look at...

New Posts