Data-Driven CX: Balancing Technology and Humanity in Customer Care – What’s Up with Tech?
The world of customer experience has evolved dramatically in recent years, and few understand this transformation better than Joel Sylvester of Five Star Call Centers. In this fascinating conversation, Joel takes us through the reinvention of customer care, showing how today’s most successful organizations are blending cutting-edge technology with authentic human connection.Having pioneered work-from-home call center programs back in 1999 and helped establish some of the first offshore operations in the Philippines, Joel brings a uniquely informed perspective on how AI, data intelligence, and digital agents are reshaping what’s possible in customer service.The discussion reveals how AI has revolutionized every aspect of customer experience – from recruitment and training to real-time agent assistance and quality monitoring. Joel explains why the term
