Jim Freeze

About the Author

Jim Freeze

As Chief Marketing Officer, Jim focuses on brand strategy and awareness, thought leadership, product marketing, demand generation, creative services, and public and analyst relations. Jim brings more than 25 years of experience leading marketing teams at Fortune 1000 and other enterprise technology companies, a history which includes proven success in all aspects of marketing, sales and business development.

KPIs in the Contact Center

Blog

How to Measure Success in the Contact Center

The way we communicate with brands is changing. As we shift to focus more on the customer experience, companies must also shift the way that they measure success, especially in contact centers.

Blog

Why the Human Touch is Crucial to AI-Powered Virtual Assistants

We’ve talked in length about the reputation AI tends to have - overpowering and sometimes downright creepy. But, what’s not talked about enough is the fact that the importance of humans thrown into the mix can’t be understated. Without humans, every word uttered or typed has a certain emptiness to it, seeming – for lack of a better word – robotic.

Blog

When Google Booked A Haircut, We Yawned...

The recent announcement of Google Duplex, Google’s automated personal assistant, was met with much fanfare for its apparent ability to make a phone call and mimic a human booking a hair appointment. While the demo was impressive on the surface, when you peel back the proverbial onion, you realize that Google Duplex shares a lot in common with today’s ever-present chatbots.