Inside the analyst’s mind: How AI is reshaping enterprise communications with Jon Arnold

From the hype cycle around AI to the real-world constraints
enterprises face when adopting new tech, we explore the
opportunities shaping the future of business communications in
this episode.  


We’re joined by Jon Arnold, an independent tech analyst, for a
conversation about the shifting landscape of enterprise
communications. We talk about analysts' unique role in shaping
vendor strategy and market perception. 


We discuss the current state of business communications
technology, examining what Jon describes as the "three-legged
stool" of cloud communications: CCaaS, CPaaS, and UCaaS. We
discuss how these previously distinct domains are converging,
with vendors increasingly offering capabilities across all three
areas.


We also explore how AI is disrupting the traditional
communications technology landscape. Jon offers valuable insights
into why AI-native companies may have advantages over traditional
contact centre vendors who are adding AI capabilities, and why
the pace of AI adoption varies significantly across different
industries and organisations.





This episode is brought to you by NLX.


NLX is a conversational AI platform enabling brands to build
and manage chat, voice and multimodal applications. NLX’s
patented Voice+ technology synchronizes voice with digital
channels, making it possible to automate complex use cases
typically handled by a human agent. When a customer calls, the
voice AI guides them to resolve their inquiry through
self-service using the brand’s digital asset, resulting in
automation and CSAT scores well above industry average. Just
ask United Airlines.


Shownotes:


Find out more about Jon Arnold:
https://www.jarnoldassociates.com/about/jon-arnold


Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW


Subscribe to The AI Ultimatum Substack:
https://open.substack.com/pub/kanesimms


Get in touch with Kane on LinkedIn:
https://www.linkedin.com/in/kanesimms


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