What I'm working on

Day job

Running the AI & CCaaS practice at Concentrix. Currently deep in two enterprise transformation programmes — one in BFSI, one in retail — both on Genesys Cloud with Cognigy as the bot layer.

Writing

Publishing weekly on contact-centre AI. Working on a long-form piece comparing Genesys AVA and Cognigy after spending four weeks with AVA in a production environment.

Building

Finishing the CCaaS Agentic AI Maturity Model — a structured framework for enterprise CX organisations to benchmark their AI programme and identify the next investment priority.