What if the secret to CX success in 2026 isn’t more automation — but better orchestration between AI and people?
In this exclusive interview hosted by Rob Scott, Publisher at CX Today, we unpack the latest Consumer Insights Report from Transcom and explore why CX is now a core revenue driver, not just a support function. Joining the conversation are two powerhouse leaders:
- Jeff Blair, Chief Growth Officer, Transcom
- Cortney Jonas Burnos, VP of Digital & AI Solutions, Transcom
Together, they reveal where brands are falling short, how to close the "experience gap," and why advisory-led partnerships are helping the best companies turn contact centers into engines of growth.
What stood out in this year’s CX data — and why it’s a warning sign for brands relying too much on tech.