Check out your Company Bowl for anonymous work chats.
We put Nextiva CTO Ran Ezerzer in the hot seat. And had a candid Q&A on AI, customer experience, and what it actually takes to build AI that scales. A couple of the questions we tackled: 👉 The vendors selling AI point solutions right now are solving for the demo, not for production. What's the question every buyer should be asking that nobody is asking? 👉 When we built XBert, we made a deliberate decision not to bolt AI onto an existing phone system. What was the thinking behind that, and what does it mean for businesses running AI in production today? The best part? These weren't product pitches... They were conversations about architecture, scalability, operational reality, and what separates AI that looks impressive in a demo from AI that actually performs when customers are on the line. Looking forward to sharing the clips from the discussion soon. 👀
Nextiva appoints Ran Ezerzer as Chief Technology Officer. "True innovation is about keeping the complex simple." That is not a tagline. That is a philosophy. And it is exactly the lens Nextiva needs as we build the next generation of intelligent customer operations. Ran brings 25+ years pioneering contact center and CX technology. He co-founded Thrio, the first AI-native cloud SaaS enterprise contact center. He co-founded Telephony@work, later acquired by Oracle. He helped steer Five9 through a successful IPO. He has been building this category from the ground up. ...now he is leading how we redefine it. Congratulations, Ran.
We love a good hot take. 🤌 Alexandra Dika asked Katherine Stone of CX Foundation why urgent care is struggling with patient experience. Her answer? It has nothing to do with the quality of care and everything to do with what is happening behind the scenes. Disconnected systems... Uncoordinated care teams... ...and patients filling out the same form four times before anyone has seen them. Basically, busy work that moves nothing forward. Worth a watch, Katherine doesn't hold back.👇
Repetitive calls are not just a productivity problem. They are a morale killer! Robert Harris, Director of Product Operations, calls it the hidden ROI that nobody is putting in their business case. When employees spend their day fielding the same calls on repeat, the customer insight stops moving up the chain. Not because they do not care either...they do. It's because they are too buried to pass it on. AI Voice handles the volume. Your people handle the relationships AND the feedback your business has been missing starts making it back to the people who can actually act on it. Are your employees still answering calls they should not have to?
When headshot day is giving...... school picture day. 💡 📸 🎬
FRI-YAY!!!
That Friday Feeling 💙
🚨 BREAKING NEWS: XBert has been arrested for disrupting the industry. Our sources say he was in Japan attempting to secure an interview with Punch, the national treasure drawing lines out the door and setting the standard for what a customer experience should actually look like. Punch's legal team has declined to comment. His numbers have not. 🐒
Your CX team is not underperforming. Your infrastructure is. 👉 Rescheduling queues eating agent capacity before noon. 👉 Escalations landing on senior staff because routing logic never got updated. 👉 Institutional knowledge locked inside three people who cannot take PTO without someone texting them. That is not a people problem...that is an architecture problem. XBert resolves the intake, confirmations, and routine queue before your first shift briefing. When a conversation needs a human, they enter it with full customer history and context already surfaced. Less time on volume...more time on the interactions that drive retention and revenue. That is intelligent customer operations.
@therealgushers came out with extreme SOUR gushers, so we put them to the test. 👀
