In this episode of Train to Gain, hosts Erin Raitt and Katie Merrill sit down with Joe Marion, President of the Cloud Communications Alliance (CCA), to explore the evolving role of AI in the communications industry. From the early days of cloud communications to today’s AI-driven innovations, Joe shares valuable insights into how organizations can thrive in this transformative landscape.

What You'll Hear in This Episode:

• The mission and history of CCA: How a small group of providers championed cloud communications and built a global community.
• AI in action: Real-world examples of AI transforming call centers, customer experience, and fraud prevention.
• A critical reality check: Why many AI solutions fail—not because of technology, but due to lack of training and adoption.
• Memorable anecdote: Joe recalls the “desk phone dilemma”—feature-rich phones that went unused because no one taught users how to use them—and how this lesson applies to AI today.

Key Takeaway:

AI isn’t a “set it and forget it” solution. Just like people, AI requires structured training, context-driven content, and ongoing management to deliver real value.

Call to Action:

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