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James Bednar shared thisAI doesn’t improve performance. People do. That’s why I’m excited about the momentum we’re seeing around Perform and RealSkill. Too many AI investments stall at insights. What matters is operationalizing those insights — connecting skills, coaching, behaviors, and business outcomes in one closed loop. That’s where we’re seeing real impact. https://lnkd.in/eVSJjgRDTTEC Sets New Standard for AI-Driven Frontline Performance with TTEC Perform™ and TTEC RealSkill™ | TTEC Holdings, Inc.TTEC Sets New Standard for AI-Driven Frontline Performance with TTEC Perform™ and TTEC RealSkill™ | TTEC Holdings, Inc.
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James Bednar shared thisAt the Zendesk Sales Kickoff, representing TTEC as a strategic partner focused on one thing: making AI work at scale in the contact center. The next phase of CX isn’t about isolated bots or point features. It’s about integrating AI across the ecosystem—agent assist, automation, analytics, and operations—so it drives real outcomes in live, high-volume environments. That’s where strong platforms like #Zendesk combined with deep execution capability change the game. Looking forward to pushing this forward together.
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James Bednar shared thisSharing for reach!James Bednar shared this#hiring Partnerships are a key pillar of Flip's community AND ecosystem so I cannot wait to bring on board a superstar Partner Revenue Lead to join our world-class Flip crew 🚀 It will be a wild ride, but an unforgettable journey to own our most strategic & top partnerships - creating the BESTEST experience for customers, and driving way too much deal pipeline & revenues - as we say, you make it RAIN every day ⛈️ We love referrals, and are keeping our eyes peeled for raring-to-go applications for this role based in LA or NY (I'll drop the links in comments). Appreciate your understanding that we can't reply to all given the level of interest. Major plus - you get to work with me, Brian, Sam, and our incredibly creative, talented, and scrappy BD team. Equally important - you'll pave the way in going the distance with our hungry, collaborative, and immensely hardworking partners to make your mark in the Voice AI space as we define the category 📈 If the above gets you excited - act accordingly, don't wait, run to apply. I can't wait to meet you 💪 Tagging Partnership Leaders so we get the word out to the best talent for this not-to-be-missed opportunity 🙌
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James Bednar shared thisTravel has long been one of the most challenging industries in CX. On the delivery side you have seasonality and surges, weather and other disruptive events. On the customer side, nothing is more high stakes (and stress) than a family vacation possibly going wrong. Getting it right is leveraging the best of people and technology to make sure you have every angle covered. How TTEC is helping travel brands do just that: https://okt.to/Mnm6gB #TravelCX #AI #CustomerSupport
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James Bednar shared thisThere's been a lot of buzz lately about AI pilot "failures". Wondering how many of these failures aren't because of the core tech, it's because we've forgotten the basics around employee training, transformation cultures, a focus on ensuring adoption, and stakeholder buy-in...James Bednar shared thisStop blaming the tech! 🛑 When technology transformations disappoint, it's rarely the tech itself that's the problem. More often, it's these 3 common pitfalls derailing your efforts. In this article, Katherine Kress of TTEC Digital breaks down how to get the most out of your tech investments so they truly drive the desired impact. https://lnkd.in/edXCvTcP
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James Bednar shared thisHonored to be featured in the strategist and share some of my thoughts on the intersection of Empathy and AI in CX. Would love to hear your thoughts.James Bednar shared thisOur latest issue of the Customer Strategist Journal is live! Is it time to rethink empathy in CX? Our cover story examines whether empathy is as important as we think it is (and how AI is changing the game). Also in this issue: ✅ Real-life CX success stories ✅Top reasons contact center tech fails ✅Credit unions' digital evolution ✅Ways brands can navigate a challenging economy Check out the full issue and subscribe! https://okt.to/ZWEHA0
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James Bednar shared thisAmazing the old friends you run into at #zendeskrelate 🚀 Russell Levine Jon Stough🏃 💥Ron Dutta Jack Lane
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James Bednar shared thisLooking forward to reconnecting at Zendesk Relate! Drop me a line if you are planning on attending.James Bednar shared thisGet ready for real conversations on CX innovation! Meet Jason Rodriguez , Jon Stough🏃 , and James Bednar at Zendesk Relate, March 25-27, and explore cutting-edge solutions that drive real business impact.
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I’m sure that I’m part of the problem, but it always irked me that the BPO/GBS industry took the part of CX that shows up when something breaks, and decided that was the entirety of CX. We’ve co-opted the term to mean almost the exact opposite of what it should. The greatest customer experiences are those that never require support at all.
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James Bednar reacted on thisJames Bednar reacted on thisThe debate about the future of BPO / GBS providers is raging on LinkedIn. A (not very) brief summary of my thoughts & feelings below. Those still operating exclusively in the L of their client’s P&L, whilst masquerading as strategic partners in their own Board rooms, were always going to have a finite shelf life. If your value prop is predicated on labour arbitrage & productivity uplifts alone, there’s always someone or something that can do it cheaper & faster until ‘it’ no longer exists. Those who failed to evolve beyond message-market fit (high production slideware & hiring a Chief AI Officer) of which there are many, into truly differentiated product-market fit at scale (into the P, if you will) are currently suffering in silence, but can’t escape their balance sheet forever. The truth is; when you’re in the L, your stakeholder access is also limited to the client’s L - Vendor Management, Procurement & Transactional Ops - in most cases many rungs down the client org. Critically, an entirely different cohort to those with the authority & autonomy to reinvent ‘intelligent orchestration’ business models. With EBITDA & multiples on the floor, I think we’re going to see legacy BPO’s broken down into regional clusters, to be merged, as opposed to acquired, into GSI, Consulting or AI hyper-scaler communities (similar to Capgemini / WNS - but not for $3.3Bn… 🤷🏻♂️) - most likely as a share-for-share exchange at a fraction of the EV’s witnessed in the immediate aftermath of the pandemic. Kudos to those who truly reinvented to have a foot in both P&L camps: simultaneously right-sizing / eliminating failure demand (as opposed to it being done to them in a multi-vendor operating system), whilst expanding Stakeholder reach & value creation into the vast untapped CX adjacencies beyond the call centre.
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James Bednar reacted on thisJames Bednar reacted on thisToday is my last day at Foundever. I'm closing a chapter that has shaped me both personally and professionally for the past (nearly) 10 years. I've been so fortunate to grow within an organization that continually offered opportunities to learn, lead, grow and travel to exotic locations. Along the way, I've had countless experiences and challenges that I will always carry with me, but what I'll value most are the people I've had the chance to meet, learn from, mentor and everything in between. There are too many people to list, but a special shoutout to Martin Wilkinson-Brown. I thank you for your leadership, mentorship and, most of all, your friendship. I'm forever grateful for your steady support, which has helped shape how I think, lead and develop. I’ve learned so much from you. Thank you to everyone who has been part of my journey with this company! I take a piece of each of you as I step into what's next. 🩷
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James Bednar reacted on thisJames Bednar reacted on thisI’m excited to share that I’ve joined #Medtronic as Vice President of Global Portfolio Strategy, Market Access, and Region-Led Markets for the Cardiac Rhythm Management business. It’s an honor to step into a role with an organization whose legacy of #innovation has shaped modern #cardiovascular care and improved millions of lives. I’m deeply compelled by Medtronic’s mission to advance human welfare through a #biomedical #engineering roadmap that turns what seems like science-fiction to the standards of care that alleviate pain, restore health, and extend life all around the world. Throughout my experiences across various companies, countries, functions, and medtech categories, one principle has consistently guided me: People First - starting with patients, caregivers, clinicians, partners, and culminating with the teams I’ve been privileged to lead. I’m energized to bring that mindset to Medtronic as we shape the next era of CRM’s portfolio, strengthen global patient access to life-saving technologies, and advance innovations that empower electrophysiologists with cutting-edge diagnostics and therapies. Cardiovascular devices and diagnostics is an exciting new chapter in my career journey, building on my biomedical engineering credentials along with my global commercial strategy and operations experience in wearable devices and connected digital health. I’m grateful for this opportunity and look forward to partnering with the exceptional CRM team all over the world to build what comes next. Let’s go Engineer the Extraordinary!
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James Bednar reacted on thisJames Bednar reacted on thisTom Fishburne proves, time and time again, that you can't agentify good humor...
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James Bednar liked thisJames Bednar liked this💥 Speed wins deals. The first rep to respond usually gets the meeting. 8loop builds AI sales and support agents designed to follow up instantly, qualify leads, and keep conversations moving. But real calls are messy. Background voices and noise can derail even the best AI. To keep agents focused, 8loop uses Krisp’s Voice AI for Developers to remove background noise and secondary voices before the audio reaches the AI. The result is cleaner input, faster responses, and conversations that actually convert.
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