Rebecca Jones
Rebecca Jones
Rebecca Jones is chief operating officer of WestCX, parent company of Mosaicx and TeleVox, under the West Technology Group portfolio. Jones joined the West Technology Group in January 2021, where she oversees Mosaicx’ delivery of AI-driven voice and messaging plus consultative services from a team of success coaches, empowering companies to create exceptional customer and employee experiences.
5 Mistakes That Stall Agentic AI in the Contact Center
Contact centers are under increasing pressure to deliver faster, more personalized support with fewer resources. As AI adoption grows, agentic AI emerges as the...
How Conversational AI Unlocks Competitive Business Advantages in Customer Experience
In today's fast-paced and ever-changing business landscape, staying ahead of the competition requires organizations to embrace innovative technologies that can enhance customer experience. As...
How Intelligent Virtual Agents Help Airlines Mitigate Contact Center Turbulence
The pandemic, staffing shortages and increased fuel prices have contributed to a phenomenon coined “flightmare.” This occurrence is defined by major disruptions across global...
Voice-of-the-customer CX Can’t Exist Without Conversational Design
Experts estimate that in 2022, more than 70% of customer interactions will rely on emerging technologies such as machine learning and AI-enabled chatbots, automated...