What separates a contact center platform that simply offers features from one that delivers measurable customer experience outcomes at scale?

In this episode of The Tech Matchmaker, host Gina Gibson is joined by Scott Steinert, Account Executive at NiCE, for an in-depth discussion on how NiCE has positioned itself as both best-in-class for customer experience and best-in-suite for enterprise contact centers.

The conversation explores why many organizations struggle with fragmented CX environments — and how NiCE addresses that challenge by unifying voice, digital engagement, workforce optimization, interaction analytics, quality management, and AI within a single platform. Scott also shares how AI is being applied across the customer journey, from self-service and orchestration to real-time agent support and performance insights.

Rather than focusing on theoretical AI use cases, this episode breaks down how modern CX teams are using platform unification and embedded intelligence to improve visibility, consistency, and outcomes — while preparing for the rapid pace of change ahead.

This episode is especially relevant for CX leaders, IT leaders, and contact center decision-makers evaluating CCaaS platforms or planning their next phase of AI adoption.

Timestamps

00:00 – Introduction
00:48 – Scott Steinert joins the show
02:20 – NiCE overview and market leadership
04:43 – Best-in-class CX vs best-in-suite platforms
07:31 – AI orchestration and agentic AI
11:22 – The evolving role of human agents
16:48 – What’s next for NiCE
18:31 – Rapid-fire questions
19:08 – How to learn more

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📩 Want to learn more about NiCE?
Reach out to Gina Gibson at [email protected]

Topics include NiCE CXone, CCaaS platforms, cloud contact center software, best-in-class customer experience, best-in-suite CX platforms, contact center AI, agentic AI, conversational AI, workforce optimization, analytics, omnichannel CX, enterprise contact centers, and digital transformation.

#TheTechMatchmaker #NiCE #CCaaS #ContactCenter #ContactCenterTechnology #CloudContactCenter #CustomerExperience #CX #CXManagement #CXStrategy #BestInClass #BestInSuite #CXPlatform #AIinCX #AgenticAI #ConversationalAI #VirtualAgents #AgentAssist #InteractionAnalytics #QualityManagement #WorkforceOptimization #EnterpriseTechnology #EnterpriseCX #ITLeadership #CIO #CTO #DigitalTransformation #FutureOfWork #CustomerSupport

What does it actually take to deliver a unified customer experience across voice, chat, SMS, AI, and contact center environments?

In this episode of The Tech Matchmaker, Gina sits down with Aaron Meyer, Partner Manager at Nextiva, to explore how cloud communications platforms are evolving — and what “unified CX” really means for SMB, mid-market, and enterprise organizations.

Aaron explains how Nextiva has grown from a voice-first VoIP provider into a global UCaaS and CCaaS platform, supporting multi-channel customer engagement while maintaining flexibility, compliance, and cost efficiency. The conversation covers AI adoption, agent productivity, vertical-specific use cases, and why true platform unification is becoming a priority for IT and CX leaders.

If you’re responsible for CX, IT infrastructure, or digital transformation, this episode offers practical insight into where unified customer experience management is headed.

Timestamps
00:00 – Welcome
00:47 – Meet Aaron Meyer
01:46 – Nextiva’s evolution beyond voice
03:28 – What unified customer experience means today
04:59 – UCaaS, CCaaS, and platform expansion
06:38 – AI and agent productivity
09:43 – Industry and compliance use cases
11:13 – SMB and mid-market success story
14:13 – What’s next for unified CX
16:15 – Rapid-fire questions
17:26 – How to learn more

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📩 Want to learn more about Nextiva?
Reach out to Gina Gibson at [email protected]

Hashtags (High-Intent + Discovery)

#TheTechMatchmaker #Nextiva
#UCaaS #CCaaS #UnifiedCommunications #UnifiedCX
#CloudCommunications #CloudContactCenter #VoIP
#CustomerExperience #CX #CXManagement #CXStrategy
#ContactCenter #ContactCenterTechnology #CallCenter
#AIinCX #ConversationalAI #VirtualAgents #AgentAssist
#BusinessCommunications #SaaS #EnterpriseTechnology
#SMBTech #MidMarket #EnterpriseCX
#ITLeadership #CIO #CTO
#DigitalTransformation #FutureOfWork #CustomerSupport

What happens when a contact center outsourcing company is built around people first?

In this episode of The Tech Matchmaker, Gina sits down with Dr. Hui Wu-Curtis, Founder and CEO of SupportU, to discuss how decades in the contact center industry evolved into advocacy for women, purpose-driven leadership, and an employee-first approach to outsourcing.

Dr. Wu-Curtis shares her journey from the brand side to founding SupportU, why leadership experience on both sides matters, and how the company leverages technology — including AI — to augment human potential rather than replace it. The conversation also explores SupportU’s work in emerging markets, including Ethiopia, and how meaningful employment opportunities drive both social impact and operational success.

If you lead CX, operations, or outsourcing strategy, this episode provides a thoughtful look at how values, accountability, and results can coexist.

Timestamps
00:00 – Welcome
00:55 – Meet Dr. Hui Wu-Curtis
01:41 – From frontline to contact center leadership
02:30 – Purpose, advocacy, and women in CX
03:00 – Why SupportU was founded
04:22 – Employee-first BPO design
04:59 – What truly differentiates SupportU
05:58 – Impact sourcing and Ethiopia success story
07:59 – AI, automation, and evolving human roles
09:13 – Founder lessons and leadership insight
10:47 – Human potential and purpose
11:10 – SupportU’s philosophy and client approach
11:52 – How to learn more

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📎 Follow us on LinkedIn:
https://www.linkedin.com/company/the-tech-matchmaker-podcast/

📩 Want to learn more about SupportU?
Reach out to Gina Gibson at [email protected]

#TheTechMatchmaker #SupportU #DrHuiWuCurtis
#BPO #Outsourcing #ContactCenterOutsourcing
#ContactCenter #ContactCenterManagement #ContactCenterOperations
#CustomerExperience #CX #CXLeadership #CXStrategy
#EmployeeExperience #AgentExperience #WorkforceEngagement
#ImpactSourcing #GlobalDelivery #Offshore #Nearshore
#WomenInBusiness #WomenInLeadership #WomenInCX #FemaleFounders #AIinCX #Automation #DigitalTransformation
#FutureOfWork #LeadershipDevelopment #PurposeDrivenBusiness
#EnterpriseCX #BusinessLeadership #TechLeadership

What if your contact center could adjust in real time — instead of constantly playing catch-up?

In this episode of The Tech Matchmaker, Gina sits down with Rachel DiBello and Larry Swift from Intradiem to explore how real-time workforce automation is helping contact centers improve productivity, reduce burnout, and navigate complex CCaaS transformations.

They discuss how Intradiem leverages live data from existing systems to automate actions throughout the day — from delivering training during idle moments to adjusting breaks and proactively identifying burnout risks. The conversation also covers why Intradiem often becomes a requirement during CCaaS RFPs and how customers use it to self-fund transformation initiatives.

If you lead workforce operations, CX strategy, or large enterprise contact centers, this episode provides a grounded look at what real-time automation can actually deliver.

00:00 – Welcome
00:55 – Meet Rachel DiBello & Larry Swift
02:14 – What Intradiem does (and what it doesn’t replace)
03:08 – Real-time automation vs. reactive firefighting
03:56 – Filling idle time with productivity
04:27 – Adjusting breaks and schedules in real time
06:20 – Industries and use cases Intradiem serves
07:36 – Innovation, AI, and burnout indicators
09:47 – CCaaS migrations and why Intradiem belongs early
13:15 – Enterprise success stories
15:25 – What’s next for Intradiem
17:10 – Rapid-fire questions
18:29 – How to learn more



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📩 Want to learn more about Intradiem?
Reach out to Gina Gibson at [email protected]

#TheTechMatchmaker #Intradiem #ContactCenterTechnology
#WorkforceAutomation #WFM #CXInnovation
#CustomerExperience #AgentExperience
#ContactCenterOps #AIinCX #CCaaS
#EnterpriseCX #DigitalTransformation
#AutomationTools #EmployeeEngagement
#FutureOfCX #FutureOfWork

What if your AI could reason through complex customer issues instead of following rigid scripts?

In this episode of The Tech Matchmaker, Gina sits down with Michael Hartzog from Quiq to explore how agentic AI, cognitive reasoning, and asynchronous messaging are changing the way brands design customer experiences.

Michael explains how Quiq evolved from a business messaging platform into an end-to-end CX orchestration layer, why deterministic bots fail at scale, and how agentic AI enables consistent, intelligent conversations across chat, SMS, social, and voice. The discussion also dives into AI readiness, real-world enterprise use cases, and what’s coming next as AI continues to mature.

If you’re responsible for CX strategy, AI adoption, or contact center modernization, this episode offers a grounded look at where the industry is actually headed.

00:00 – Welcome
00:23 – Meet Michael Hartzog & his CX background
01:20 – Quiq’s evolution from messaging to agentic AI
03:51 – Why deterministic bots break down
04:55 – One AI agent across every channel
05:20 – How to assess AI readiness
07:52 – Unexpected and internal AI use cases
09:13 – Roku’s agentic AI success story
10:54 – What’s next for Quiq (QA/QM & analytics)
11:58 – Rapid-fire questions
13:52 – How to learn more about Quiq

👉 Subscribe to The Tech Matchmaker so you never miss an episode:
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📩 Want to learn more about Quiq?
Reach out to Gina Gibson at [email protected]

#TheTechMatchmaker #Quiq #CXStrategy #AgenticAI
#CognitiveAI #AIReadiness #CustomerExperienceLeaders
#ContactCenterOps #DigitalTransformation
#ConversationalAI #AIinCX #CXLeadership
#CustomerJourney #AutomationTools
#EnterpriseAI #CCaaS #FutureOfWork

What if stronger leadership could reduce attrition, improve performance, and build teams that actually want to be at work?

In this episode of The Tech Matchmaker, Gina sits down with Milan Batinich, CEO & Founder of Milan Motivates and co-host of Build a Better BPO, to talk about what it really takes to build engaging, high-performing contact center teams. Milan shares his journey from agent to leader, the tough lessons he learned along the way, and why so many supervisors are set up to struggle without real leadership training.

We also cover how EX truly equals CX, why communication matters more than most leaders realize, and why BPO organizations face an extra layer of cultural challenges as they try to balance client expectations with employee needs. Milan also shares a powerful success story where one organization reduced attrition from 90% to under 15% while boosting revenue by investing in leadership capability and people-first practices.

If you care about CX, employee engagement, leadership enablement, or the future of BPO and contact centers, this episode is one you don’t want to miss.

⏱️ Timestamps
00:00 – Welcome
00:35 – Meet Milan & his leadership journey
02:15 – Why frontline leaders struggle
04:40 – EX = CX and performance impact
07:20 – The BPO culture challenge
10:05 – Attrition success story & real ROI
13:30 – AI and the evolution of frontline roles
15:45 – Final leadership advice
17:20 – How to get in touch

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https://www.linkedin.com/company/the-tech-matchmaker-podcast/

📩 Want to learn more or connect?
Reach out to Gina Gibson at [email protected]

#TheTechMatchmaker #LeadershipDevelopment #BPOLeaders
#CXInnovation #EmployeeExperience #ContactCenterSuccess
#FutureOfWork #EX #CustomerExperience
#AttritionReduction #ManagerEnablement #PerformanceCulture
#CXLeadership #ContactCenterAI #OperationalExcellence

What if customers could browse products, get personalized recommendations, resolve issues, and complete transactions — all within the messaging channels they already use?

In today’s episode of The Tech Matchmaker, Gina sits down with Corey Reed from CM.com to explore how brands are transforming the customer journey using conversational commerce, multichannel messaging, and agentic AI. Corey shares use cases across retail, travel, hospitality, and finance — including AI-powered personal stylists and digital concierges that remove friction and elevate the experience.

If your 2026 roadmap includes automation, messaging, customer experience modernization, or new revenue pathways, this conversation offers a clear look at what’s next.

⏱️ Timestamps

00:00 – Welcome
00:33 – Meet Corey Reed & the CM.com mission
01:45 – What conversational commerce really means
02:50 – Choosing the right channels (SMS, WhatsApp, Instagram, RCS & more)
04:08 – Integrated payments + messaging use cases
05:18 – Halo: CM’s multilingual agentic AI
06:27 – What sets CM apart from competitors
08:02 – Success story: AI personal stylist
09:44 – Success story: Digital hotel concierge
11:59 – What’s next for CM.com
13:54 – How to get in touch

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📩 Want to learn more about CM.com?
Reach out to Gina Gibson at [email protected]

#CoreyReed #GinaGibson #ThinkForward #CM #BrandGatekeeper #Brands #TheTechMatchmaker #ConversationalCommerce #AgenticAI #CXInnovation #CustomerExperience #CustomerJourney #MessagingChannels #BusinessMessaging #OmnichannelCX #DigitalEngagement #AIinCX #AutomationTools #CustomerEngagement #PaymentTechnology #RetailTech #TravelTech #HospitalityTech #FutureOfCX #TechForGood #CXLeaders #ContactCenterTechnology #OperationalExcellence #DigitalCustomerJourney

What if you could dramatically reduce attrition, boost productivity, and build a culture agents actually enjoy being part of?

In today’s episode of The Tech Matchmaker, Gina sits down with Jill Fecher from ZIZO to break down how their behavioral-science-based gamification platform is redefining agent motivation and manager effectiveness. Jill shares how ZIZO turns everyday behaviors into meaningful progress, gives managers real-time coaching insights, and helps organizations quickly uncover the true cost of early attrition.

Whether you're focused on CX, operations, workforce performance, or manager efficiency, this episode shows exactly why gamification—when done right—can transform frontline teams.

⏱️ Timestamps

00:00 – Welcome
00:33 – Meet Jill Fecher & the ZIZO mission
01:15 – What makes ZIZO’s gamification different
03:41 – AI-driven coaching insights
04:29 – Understanding the cost of attrition
07:13 – Client success & peer challenges
10:25 – The future of gamification
14:35 – How to get in touch

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📩 Want to learn more about ZIZO?
Reach out to Gina Gibson at [email protected]

#TheTechMatchmaker #ZIZO #Gamification #CXInnovation
#AIForManagers #ContactCenterSuccess #AgentEngagement
#ProductivityTools #BehavioralScience #EmployeeExperience
#WorkforceMotivation #CallCenterTechnology #WFM #EX
#CXLeadership #DigitalTransformation #CustomerExperience
#FrontlineEnablement #ManagerTools #TechForGood #PerformanceManagement #ContactCenterAI #FutureOfWork

Krisp: Where Every Voice is Heard — and Understood 🎙️

What if every call your agents made — no matter where they were in the world — sounded perfectly clear?

In this episode of The Tech Matchmaker, host Gina Gibson sits down with Robert Schoenfeld, EVP of Licensing & Partnerships at Krisp, to explore how their groundbreaking voice AI is helping global teams communicate without barriers.

From eliminating background noise to converting accents and translating voices in real time, Krisp is transforming how the world connects — one conversation at a time. 🌎

You’ll hear a live demo featuring agents from India, the Philippines, and Cuba, plus real success stories showing how Krisp clients have:
• Improved first call resolution and CSAT
• Cut handle times by up to 25%
• Boosted conversions by 26% — all through clearer communication

🎯 What’s inside:
00:00 – Intro with Gina Gibson
00:49 – Meet Robert and the Krisp team
03:17 – Live demo: noise cancellation + accent conversion
10:18 – Voice translation in real time
16:51 – Case study: 26% conversion lift
18:25 – What’s next for Krisp’s voice AI tech
21:34 – Future trends and enterprise adoption
24:47 – Rapid-fire Q&A

👉 Subscribe to The Tech Matchmaker YouTube channel so you never miss an episode: https://www.youtube.com/@ThinkForwardLLC
📎 Follow us on LinkedIn for insights and updates: https://www.linkedin.com/company/the-tech-matchmaker-podcast/
📩 Want to learn more about Krisp? Reach out to Gina Gibson at [email protected]

#TheTechMatchmaker #GinaGibson #Krisp #VoiceAI #AI #CX #CustomerExperience #CCaaS #ContactCenter #BPO #Automation #SpeechAI #NoiseCancellation #AccentConversion #AIInnovation #DigitalTransformation #TechForGood #FutureOfCX #CustomerEngagement #EnterpriseCX #WFM

In healthcare, every conversation matters — but too often, critical insights get lost in the noise.

That’s where Authenticx comes in. Their AI-powered platform helps healthcare organizations listen at scale, uncover broken processes, and act on what patients and agents are really saying.

In this episode of The Tech Matchmaker, Gina Gibson sits down with Eric Prugh, Chief Product Officer at Authenticx, to explore how they’re blending empathy and analytics to transform the healthcare experience.

You’ll hear how Authenticx:
💡 Turned patient call data into actionable insights that improved care
⏱️ Cut prescription fill times from 14 days to just 3
⚙️ Helped clients deploy healthcare-ready AI in 45 days or less
📊 Built predictive CX metrics beyond NPS and CSAT to anticipate issues before they happen

Whether you’re in healthcare operations, contact center leadership, or exploring AI transformation — this episode shows what’s possible when innovation meets compassion.

⏰ Timestamps:
00:00 Intro
01:00 Meet Eric Prugh, Chief Product Officer at Authenticx
02:30 How Authenticx humanizes healthcare through AI
05:40 Real-world results: faster prescriptions & fewer repeat calls
08:45 Compliance, security, and speed to value
10:00 What’s next for Authenticx
13:00 Rapid-fire wrap-up

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