Maximizing Contact Center Performance with AI

While artificial intelligence (AI) promises transformative benefits, from faster response times to operational cost savings, many organizations remain in early adoption stages because of budget limitations, talent shortages and uncertainty around return on investment (ROI). Many feel clueless about where to begin their journey with AI in CX tools. 

The 2025 CX Technology and Global Services Survey report outlines the top AI objectives for CX leaders, the main barriers to implementation and practical steps for deploying AI successfully, emphasizing measurable outcomes and strategic focus areas. Xima’s SVP of industry solutions, Jon Florence, will be speaking with Peter Ryan of Ryan Strategic Advisory to discuss the report and the featured analysis of how enterprise contact centers are embracing AI and putting it to use in the real world. 

Key highlights: 

• Understand the top priorities for AI adoption in contact centers.
• Identify AI tools that offer immediate, tangible benefits.
• Learn how to proactively address common AI implementation challenges.
• Discover the importance of developing a clear ROI framework and selecting vendors.
• Recognize that successful AI integration is a continuous strategic transformation.
  

Speakers

Jon Florence
SVP, Industry Solutions
Xima Software

Jon has been with Xima Software for the past 13 years and has spent his 20-year career in the telecom space. Prior to XIma Software, he served as a Sales Engineer designing different telecom and contact center solutions for various platforms. He received his Undergraduate Degree from the University of Utah in 2008 and then went on and received his Masters of Business Administration (MBA) in 2014.

Peter Ryan
Principal
Ryan Strategic Advisory

An industry expert, Peter has been at the forefront of contact center services market advisory for over a decade. Having began his career in London at Datamonitor in 2003, he quickly established himself  as one of the foremost experts in the burgeoning CRM sector.

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