1. How do AI agents enhance process automation, and what key inefficiencies do they help eliminate? 

AI agents enhance process automation by handling high-volume, repetitive tasks with speed, precision, and consistency. They streamline workflows by validating contracts, generating content, making rule-based decisions, and executing complex calculations. By eliminating bottlenecks such as manual data processing, human errors, and delays in decision-making, AI agents not only increase operational efficiency but also improve compliance, reduce costs, and enhance scalability. Additionally, they enable real-time data analysis, ensuring faster insights and better decision-making, while freeing up teams to focus on innovation and high-value strategic initiatives.

2. What role does natural language processing (NLP) and machine learning play in AI-driven automation? 

In the Pipefy context, the connection between natural language and AI enables us to scale our solutions. NLP acts as a bridge between humans and AI, allowing agents to process, interpret, and generate human language naturally. With Pipefy’s AI Agents, NLP ensures fluid interactions by adapting to users' language and behavior to deliver increasingly accurate and relevant responses.

Generative AI allows us to easily create agents that can operate within processes, continuously improve their performance, and optimize process automation in a smart and efficient way.

3. What industries or business functions can benefit the most from AI-driven workflow automation? 

Companies from all sectors can benefit from using AI Agents in their workflows, as they bring increased autonomy, efficiency, and precision to processes. Pipefy brings together the powerful combination of a no-code platform—enabling autonomy for business teams—with deep knowledge of the service management market, delivering solutions and use cases across industries like insurance, financial services, and HR, along with artificial intelligence that powers cognitive reasoning within workflows.

In insurance, for example, AI can streamline claims processing and risk assessment. In financial services, it helps automate compliance checks, fraud detection, and data analysis, driving significant improvements in operational efficiency and cost reduction.

4. How does AI-powered automation help businesses scale operations with the existing infrastructure? 

AI Agents are capable of profound transformations in operations and changing the working style between humans and agents, evolving the traditional automations. They allow processes to become more agile, intelligent and strategic, bringing a new era of operational efficiency and also allowing team members to focus on higher-value activities. They unlock technology within the company due to their easy setup and adoption, offering an intuitive interface and recommended agents for each type of process, without the need for any technical team for this implementation. AI-powered automation helps organizations accelerate digital transformation - empowering business areas without requiring IT support.

5. What are the biggest risks companies should be aware of when implementing AI in process automation? 

One of the biggest risks is failing to adopt AI, as companies that do not integrate AI into their operations may fall behind in AI transformation. However, even for those implementing AI, challenges remain. Businesses should be aware of potential risks such as data privacy and security concerns, probabilistic decision-making, and over-reliance on automation without human oversight. Ensuring proper governance and clear AI ethics policies can help mitigate these risks and maximize the benefits of AI-powered automation.

Additionally, it’s important to understand the use cases where AI is recommended to operate autonomously, under supervision, or not recommended at all. Because AI operates probabilistically, caution is needed to ensure appropriate oversight and avoid unintended consequences.

6. How do you see the role of AI evolving in process automation, and what’s next for the industry? 

Today, AI is no longer just hype, it’s becoming practical and accessible for companies.

Here at Pipefy, we are focused on this evolution, building an intuitive solution that democratizes AI adoption, empowering both technical and non-technical teams to automate processes with ease.

Looking ahead, we aim to further enhance agent decision-making, outcome prediction, and enable hyper-personalized workflows that drive efficiency and innovation across industries.

Because of Agentic AI, business process automation (BPA) is no longer just about automation, but delivering agents that understand the process and act independently.With Pipefy, our agents and assistants actively participate in processes in a simple and intuitive way, enhancing human-agent interactions.

1. How does agentic AI differ from traditional AI-powered chatbots in terms of user interaction and engagement ?

Traditional AI-powered chatbots operate within predefined scripts that respond based on explicit commands. Agentic AI functions autonomously and leverages generative AI to reason through multistep tasks and self-correction, and it can interact with other AI agents or humans. While traditional chatbots are reactive, agentic AI is more proactive. This enables a more dynamic, adaptive, and personalized interaction. It also humanizes the interactions and improves the customer journey and overall experience through deeper personalization. 

2. How can agentic AI facilitate more meaningful interactions between brands and consumers ? 

The biggest advantage that agentic AI offers is providing a deeper connection and conversation with customers. Brands can better understand, anticipate, and direct consumers to outcomes that align with their overall business and growth goals. This creates more loyalty and higher engagement rates. While AI has proven to be a beneficial tool, agentic AI is really where marketers can create hyper-personalized experiences by structuring and classifying incoming unstructured data, automating decision-making, and integrating with enterprise platforms​. It understands context, sentiment, and past interactions, allowing brands to respond with relevant, human-like engagement. This fosters stronger relationships, as brands can anticipate customer needs, provide proactive solutions, and ensure seamless interactions across different touchpoints.

3. How does agentic AI help event marketers identify and eliminate friction points in the customer journey ? 

Agentic AI has been and will continue to be a game changer for event marketers. Event marketers are faced with various challenges, all laddering up to proving ROI and increasing engagement. The use of agentic AI enables event marketers to analyze attendee behavior in real time, identifying drop-off points, engagement gaps, and logistical pain points​. By leveraging cross-domain automation and data-driven insights, AI can detect where attendees disengage, whether it’s during registration, session selection, or networking. AI has been instrumental for pulling out patterns and analyzing behavioral trends. Agentic AI takes that a step further. Once the technology has detected trends and patterns, AI-powered recommendations can personalize event experiences, ensuring attendees receive relevant content, and can offer real-time guidance to attendees to maximize their time at an event.  AI integrations with platforms like Salesforce and Adobe also help measure engagement and optimize marketing strategies, creating a seamless journey from registration to post-event follow-ups​.

4. How does agentic AI improve marketing automation by anticipating customer needs rather than just reacting to them ? 

Unlike traditional AI-powered chatbots that execute predefined workflows, agentic AI continuously learns from customer behaviors using multistep planning, reasoning, and reflection​. By leveraging agentic AI, it predicts future actions and tailors content, offers, and recommendations in real time. This ensures brands engage customers at the right moment with relevant messaging, increasing conversions and satisfaction. Agentic AI helps to make customer needs more personalized and better anticipated. 

5. How can businesses use agentic AI to build stronger emotional connections with their audience ?

Agentic AI is going to be very important for brands looking to change how they interact and build relationships with consumers. The technology enables brands to craft more human-centric interactions by analyzing emotional cues, past engagements, and real-time sentiment. It can personalize communication styles, anticipate customer concerns, and deliver content that resonates emotionally. Agentic AI can also help by creating personalized, context-aware, and more empathetic interactions that traditional AI cannot. It has an advantage because it can learn from preferences, behaviors, and cues and immediately tailor the customer journey and goals by providing recommendations or taking actions on behalf of the customer. 

6. How can agentic AI streamline the customer journey from awareness to conversion ?

Agentic AI enhances the customer journey by removing bottlenecks at each stage, from discovery to decision-making. Through AI-driven personalization, it can adjust messaging, recommend relevant content, and optimize engagement strategies. Agentic AI’s predictive capabilities help marketers anticipate customer needs while eliminating redundant steps in the buyer’s journey. AI-powered event insights can enable real-time adjustments, ensuring attendees and prospects receive the right touchpoints at the right time.

1. How does the integration of AI in in-store audio messaging compare to traditional methods in terms of efficiency and effectiveness ? 

Leveraging AI in audio messaging fundamentally transforms a complicated process into something remarkably streamlined. With traditional methods, businesses would spend days coordinating scripts, booking voice talent, and scheduling studio time — all while racing against promotion deadlines.

Our Messaging Copilot cuts this down to minutes through a simple two-step workflow. Organizations select their voice, compose their message, and they're done. The efficiency gains are dramatic, but what's truly compelling is how it democratizes professional messaging. Location managers can now create locally relevant content without specialized technical skills. This content also includes internal communications, where businesses can quickly create professional employee messages for training updates, operational changes, or motivational announcements.

The effectiveness piece is where things get interesting. Our research shows that 42% of shoppers engage with in-store audio messages, with 37% making purchases directly because of them. Beyond retail, these engagement patterns extend to all industries, especially hospitality, healthcare, and financial services where timely information delivery significantly improves customer experience. By enabling more timely, localized messaging through AI, we're helping organizations capitalize on audiences at the moment they're most receptive to messaging.

2. How does the use of AI in in-store audio messaging align with current trends in personalized marketing strategies ?

AI in audio messaging aligns perfectly with today's personalization trends by bringing the tailored experiences consumers expect online into physical spaces. Businesses can now quickly create location-specific content that addresses regional preferences, seasonal needs, and local events — something traditional mass-produced messaging simply can't achieve.

This technology enables organizations to react in real time to changing conditions, bridging a critical gap in the omnichannel experience. Whether it's a hotel promoting local events, a healthcare facility providing seasonal wellness information, or a retailer highlighting new inventory, background noise is now transformed into a strategic asset within the broader personalized marketing ecosystem.

3. How does the collaboration between AI-generated content and human voice talent enhance the quality of in-store audio messages ?

AI rapidly generates customized scripts for specific campaigns or locations, while professional human voices deliver the authenticity and emotional connection that technology alone can't replicate, creating a powerful synergy in audio messaging. 

This partnership preserves human warmth while solving the speed challenges of traditional audio production. Orgs can match different voice personalities to specific message types (e.g., energetic for promotions, softer for service announcements) and select regional accents or dialects like British English to match local demographics, resulting in audio experiences that deeply resonate with customers while maintaining brand consistency.

4. How can retailers measure the return on investment when implementing AI-driven in-store audio solutions ? 

Retailers can measure ROI using direct and indirect metrics. Direct indicators include tracking promotion-specific sales lifts, measuring conversion rates during targeted messaging campaigns, and comparing performance across locations using different audio strategies. Customer surveys can capture attribution data by asking how shoppers learned about promotions.

Efficiency gains provide another measurable return — calculating time saved in message creation and deployment compared to traditional methods directly translates to labor cost savings. The most forward-thinking retailers are also integrating audio messaging performance into their broader analytics ecosystem, connecting audio campaign timing with foot traffic patterns, dwell time, and purchase data to build a comprehensive view of audio's impact on the customer journey.

5. What advancements in natural language processing have enabled the development of AI tools like Messaging Copilot ? 

Natural language processing has transformed audio through several breakthrough technologies. Modern AI can now understand context and nuance in ways previously impossible, recognizing brand voice patterns and generating messaging that feels authentic rather than robotic. These systems have learned from millions of marketing examples to understand what language resonates with audiences, all without requiring businesses to build complex systems from scratch.

Voice technology has similarly evolved beyond robotic speech to create natural-sounding audio. Messaging Copilot's Voice Lab takes advantage of this progress by letting users adjust specific qualities like pace, emphasis, and emotional tone. Location managers can now make promotions sound enthusiastic or announcements authoritative without recording multiple versions. This technology delivers professional-quality audio in minutes rather than days, enabling timely, targeted messaging that keeps pace with rapidly changing retail environments.

6. In what ways can AI-generated scripts improve the consistency and relevance of brand messaging across multiple locations ?

AI-generated scripts significantly improve multi-location brand consistency by establishing a standardized framework while allowing for local customization. When orgs operate across diverse markets, maintaining a unified brand voice while addressing regional differences has traditionally required extensive coordination between corporate marketing and local managers. AI resolves this issue by generating content from approved brand templates that can be easily adapted for local relevance.

This approach ensures core brand elements — tone, key phrases, and language — remain consistent while enabling location-specific details like local events, regional preferences, or service offerings. Site managers can quickly modify messaging for their unique needs without straying from brand guidelines, eliminating the communication gaps and delayed approvals that often plague multi-location retail operations. The result is more nimble, relevant messaging that speaks directly to local audiences across diverse sectors while maintaining a cohesive brand experience.

1. Why is LinkedIn emerging as a key platform for influencer marketing, and how can brands leverage it effectively ?

In the past 12-18 months, LinkedIn has evolved into one of the hottest video platforms for influencer marketing, especially for B2B. It really started taking hold after LinkedIn – drawing from the playbooks of apps like TikTok and Instagram – rolled out a dedicated video feed that serves up bite-sized videos that people can browse through. It also modified its algorithm to prioritize creator content, introduced new creator tools and improved analytics, making it a more appealing and effective platform for influencers, agencies and brands.

It's not hard to understand its growing appeal. LinkedIn users are professionals who are highly engaged and influential. Plus, in the throes of the pandemic, they became even more active and innovative on the platform.

With LinkedIn influencer marketing on the rise, we’re now seeing specialized agencies emerge, like Creator Authority, that focus specifically on LinkedIn campaigns. This trend is only going to grow, meaning brands that don’t get in the game risk falling behind. Marketers should start experimenting now by testing influencer partnerships, short-form video and organic engagement strategies to see what resonates. By figuring out what works and what doesn’t, brands will at least have baseline data to help them future campaigns for LinkedIn.

2. What metrics are most commonly used to measure the success of influencer campaigns, and how should brands refine their approach ?

The influencer marketing industry has come a long way in just the last few years. When we started Group RFZ in 2018, influencers were measured almost entirely by traditional digital advertising metrics, such as reach, engagement and click-through rates. Now we see marketers demanding measurement better suited to the channel and researchers have been adapting. While those standard metrics still have a place, the industry is beginning to evolve and look at more goal-aligned metrics. While these aren’t as easy to come by, I believe it’s the right way forward. We should measure what truly matters and leave little doubt as to whether a campaign achieved its specific objectives.

The first step is identifying what the campaign is trying to achieve. If the focus is around awareness, brand building or shifting perceptions, sentiment analysis and a brand lift study may be warranted. If there is a distinct call to action and the focus is e-commerce sales, creating discount codes, affiliate or custom links can close the loop. If the goal is to generate sales for a  popular product available both online and off, a sales lift study may be a good fit. Better ways to measure are out there and the space continues to evolve. But if measurement isn’t an integral part of the planning process, much like influencer selection, brands and agencies won’t be able to take advantage of them.

3. How is AI transforming influencer marketing, and what limitations still exist in its application ?

AI is revolutionizing all industries, and influencer marketing is certainly not immune to its charm. Marketers are still in the navigation process, but I’ve already seen clients successfully tapping into it to find the right influencers, develop more compelling creative briefs, and refine their strategies to improve their future campaigns.

But, while AI is doing all of these wonderful things on the brand side, I don’t see influencers using it as much for content creation, and there’s a good reason for that. Creators take pride in their originality and are concerned about plagiarism risks. More importantly, AI detracts from their authenticity and, at the end of the day, that’s what they have to hang their hat on. Without authenticity, the influencer-follower relationship becomes artificial and eventually dissolves. Despite AI making influencer marketing more efficient, scalable and measurable, it won’t be an easy-button for influencers because it simply can’t replace the personal touch and human creativity.   

4. What are the long-term sustainability concerns for virtual influencers, and how can brands mitigate potential pitfalls ?

Virtual influencers – computer-generated personalities that exist solely on social media – have gotten so advanced that they can now mimic human influencers by sharing content, engaging with followers and endorsing products. They’re a dream for brands and agencies because they give them complete brand control. There’s no risk of off-message content, public influencer controversies or countless other unpredictable instances that come with real influencers. They also bring a ton of additional advantages – they can scale infinitely, be active 24/7, and engage with different audiences across multiple platforms, time zones and languages.

Despite these benefits, virtual influencers have a major flaw that makes them unsustainable: they lack the human connection, authenticity and trust that make influencer marketing so impactful. In an industry built on relationships, an AI-generated persona simply can’t replace a genuine and relatable voice.

If brands do opt to use virtual influencers, I recommend pairing them with real influencers to maintain an element of authenticity and to complement their human storytelling. This helps address another issue, which is that followers may take exception to the fact that a brand is replacing real influencers with virtual ones and potentially threatening their livelihoods. That balance of innovation and authenticity will help ensure credibility and longer-term success.

5. What innovations in influencer marketing measurement are brands and agencies eager to see in the near future ?

From a measurement perspective, brands and agencies often ask for the Holy Grail - flawless, direct attribution and clear ROI. And while most of them understand that there is no magic wand or one-size-fits-all attribution model, they keep pushing the measurement community to get as close as possible through innovation, partnerships and experimentation. That push is something researchers should embrace, not scoff at, as it will continue to drive us forward.

One thing we have been hearing a lot of lately is that clients are eager for measurement solutions that can be reliably deployed across different channels and platforms. Brands and agencies aren’t typically putting all of their eggs in one social basket anymore, so they need something that cuts across different channels and allows them to compare and contrast performance. Finally, we see a deep curiosity from many of our clients around the influencer content itself. They are taking more of a creative back seat than they are used to, and they want to know what about the content worked, what didn’t, what messages resonated and more. They want these insights not only to pinpoint which pieces were well received, but to create more effective creative briefs and guide content strategies. 

1. What factors should companies consider when adopting technology to improve team management?

The main objective is to increase sales and marketing effectiveness.  This means that the technology should flawlessly aid the business in identifying and targeting the right teams –and individuals within teams – that are most likely to promote the firm’s products.   When adopting technology to enhance team management, companies should focus on three key areas: data accuracy, data granularity, and integration capabilities.

• Data accuracy - it’s imperative that the contact information related to the team and individuals within the team be up-to-date an accurate.  Your solution must not only provide accurate contact information for the team, but also you need to be able to track individuals within teams.  Does the technology track tracks Advisors who are on multiple teams and follows advisors who move between teams and firms. 
• Data granularity - Another challenge some firm’s face is related to data granularity or what level information is the technology providing.  Does the technology allow you to see contact information for all team members including title/roles, areas of focus, social media links, etc., and even certain information on non-advisor Team members.
• Integration capabilities - the technology’s integration capabilities is another important consideration.  Is the Team information stand-alone or is it easy for the technology to integrate with a distribution reporting solution or to send to other systems like the firm’s CRM solution or a data analytics database.  One huge benefit of a technology that has the capability of integrating the Advisor Team data – and individual members of the Teams – with a sales reporting or CRM system is that you can see the sales and assets for both Team and the individuals that make up the team.

A solution like TeamIQ, developed by SFS and AccuPoint, ensures that firms have access to comprehensive, real-time advisor team structures, which is crucial for sales and relationship management. Additionally, companies should ensure that the platform integrates with their CRM and sales reporting systems—like MARS—so that team intelligence seamlessly supports their existing workflows. Finally, ease of use and adoption by sales and marketing teams is critical. A tool may have the best data, but if teams aren’t using it effectively, it won’t drive results.

2. What are the benefits of integrating team intelligence tools with existing workflow systems?

Integrating team intelligence tools with existing systems—such as sales reporting platforms, CRMs, and business intelligence tools—creates an enterprise view of the information and a single source of truth for sales and distribution teams. In can wreak havoc with a firm if the Sales and Marketing teams don’t trust the Advisor Team data – or if there’s a discrepancy between the Advisor Team data in their CRM system versus their Reporting system and they don’t know which set of Advisor Team data to trust. With TeamIQ, firms gain deeper insight into advisor team relationships, key decision-makers, and team structures, allowing for more targeted outreach. This integration leads to:

• More precise territory management by identifying high-value teams.
• Stronger sales and marketing alignment, ensuring reps engage with the right teams, not just individual advisors.
• Enhanced client relationships by understanding the full team dynamic rather than treating advisors in isolation.
• Increased operational efficiency, reducing the time spent manually compiling team data from multiple sources.

3. What are the key challenges in implementing team intelligence solutions, and how can they be addressed?

The biggest challenges in adopting team intelligence solutions include:

1. Data Accuracy & Maintenance – Advisor Teams and the individuals within Teams can change frequently, and outdated data can lead to missed opportunities. TeamIQ solves this by leveraging AccuPoint’s continuously updated data, ensuring firms always have the most reliable team structures.
2. System Integration – Many firms rely on multiple disconnected tools, making implementation challenging. To address this, TeamIQ is designed for seamless integration with platforms like MARS, Salesforce^®,  and Advisor Track CRM, reducing friction.
3. User Adoption – If sales and marketing teams don’t use the data effectively, the impact is lost. Training and demonstrating value through real-world use cases can drive adoption. For example, showing how advisor team insights lead to better-targeted sales efforts can encourage usage.

4. How can companies measure the impact of intelligence-driven platforms on team productivity?

To measure the impact of intelligence-driven platforms like TeamIQ, companies should track key performance indicators (KPIs) such as:

• Increase in sales conversion rates – Are sales teams closing more deals due to better-targeted outreach?
• Reduction in research time – How much time is saved by having accurate, structured team data readily available?
• Improved account penetration – Are reps successfully expanding relationships within advisor teams rather than treating advisors as standalone contacts?
• Pipeline growth – Are teams identifying new opportunities through enhanced visibility into advisor group structures?

By analyzing these metrics, firms can quantify the ROI of team intelligence solutions and refine their strategies accordingly.

5. How does real-time team intelligence contribute to business growth and efficiency?

Real-time team intelligence eliminates blind spots in sales and marketing efforts, allowing firms to:

• Engage the full buying team instead of just one advisor, increasing wallet share.
• Prioritize high-value relationships by identifying the most influential decision-makers.
• Reduce inefficiencies by removing the guesswork in sales outreach, ensuring reps focus on the right prospects.
• Enhance collaboration across teams, ensuring marketing, sales, and leadership are aligned on relationship strategies.

With TeamIQ, firms gain real-time, structured visibility into advisor teams, which enables more personalized and effective engagement, ultimately driving higher sales growth and operational efficiency.

6. What future trends are shaping the evolution of AI-powered team intelligence solutions?

Several trends are driving the evolution of AI-powered team intelligence:

1. Predictive Analytics & Machine Learning – AI will go beyond organizing team data to predict advisor behaviors, helping firms proactively target the most promising opportunities.
2. Deeper CRM & Sales Intelligence Integration – Solutions like TeamIQ will become embedded within CRM workflows, automatically surfacing team insights where sales teams need them most.
3. Enhanced Automation – AI-driven tools will continuously refresh advisor team structures without manual intervention, ensuring up-to-date intelligence.
4. Personalized Sales Recommendations – AI will suggest who to contact next, what messaging to use, and which teams to prioritize, optimizing sales efforts.
5. Expansion into Alternative Investment Markets – As interval funds, private funds, and other alternative investment vehicles grow, intelligence tools will adapt to serve these markets effectively.

Final Thoughts:

TeamIQ represents the next evolution in sales intelligence, offering firms a complete picture of advisor teams in real-time. By integrating with systems like MARS, Advisor Track CRM, and other sales platforms, TeamIQ empowers sales teams to engage more effectively, increase conversions, and drive revenue growth. Companies that leverage real-time, structured team intelligence will gain a significant competitive edge in an increasingly data-driven sales landscape.

1. Reggie, you’ve been at the forefront of cloud communications evolution. What pivotal inflection points have defined your leadership and industry outlook ?

Working in the tech and communications space for nearly three decades, I’ve seen my share of industry shifts, but two, in particular, stand out. The first, of course, is just the rapid adoption and evolution of cloud computing and its impact on how we access and share information. Initially, companies embraced cloud strategies primarily to reduce costs. However, the focus has since shifted towards more strategic benefits, including enhanced innovation agility, global customer reach, business continuity, and overall risk mitigation. We now see organizations investing in multi-cloud and hybrid-cloud environments, alongside cloud-native services like serverless architectures.

The second inflection point is the remarkable growth of AI and its use across organizations, especially in customer engagement. The technology is enabling incredible efficiencies and personalization. And our recent Global Customer Engagement Report (GCER) found a sustained rise in both the comfort with, and adoption of, AI-powered interactions within businesses. Even more interesting is the increasing consumer acceptance - and expectation - of personalized experiences and customized solutions through the power of AI. 

These inflection points have reminded me just how quickly technology evolves and the importance of continued evolution and innovation both as a company and as a leader.

2. AI and automation are redefining enterprise communication. What’s the most disruptive paradigm shift you foresee, and what’s the biggest barrier to adoption ?

No doubt AI has greatly impacted the way businesses communicate today, both internally and externally with their customers. I think the biggest shift we’re seeing, in line with our recent GCER, is that users have come to expect an element of AI to be implemented across all communications channels, whether text, voice, video, or others, so that they can achieve more personalized and efficient engagement on their channel of choice. Preference for AI-supported communication varies, with a third (32%) of consumers suggesting they’ll increase chatbot usage over the next 6-12 months (up from just 23% the year prior), just over a quarter (26%) suggesting they’ll increase voice personal assistant usage over the next 6-12 months (up from 22% the year prior), and 25% suggest they’ll increase automated phone support in the next 6-12 months (up from 21% the year prior). In terms of barriers to adoption, ensuring the technology is seamlessly integrated across these channels can be a challenge and if not done correctly, can greatly impact brand perception. Our report shows that just one bad experience would drive 75% of customers to take their business elsewhere and nearly half (48%) would leave for good after one or two bad experiences.

3. Security, compliance, and innovation often operate in silos. How can enterprises architect a framework that seamlessly integrates all three without trade-offs ?

Organizations cannot successfully innovate in today’s world without considering security and compliance. A ‘cloud-smart’ approach, which involves balancing innovation with a robust governance framework, is the smartest way to balance all three priorities. This means investing in solutions that optimize cloud costs and implementing comprehensive security measures from the outset in line with rapidly evolving regulatory standards. Additionally, adopting a Zero Trust security model is important in ensuring only verified users can access information, which is especially important when it comes to AI being used to analyze behavior and make real-time access decisions. All of this is essential to staying ahead of security and cost management challenges. 

4. Customer experience is now a key differentiator. What’s the secret to building frictionless, hyper-personalized engagement at scale ?

Building frictionless, hyper-personalized engagement at scale lies in carefully integrating comprehensive data strategies with advanced technology. The first step here is to ensure transparency in how data is being used, giving customers the chance to opt-out. From there, businesses can leverage opted-in customer data to develop a deeper understanding of individual preferences and behaviors. Utilizing technologies such as AI and machine learning allows companies to analyze this data effectively, automating the personalization process while providing real-time, contextually relevant interactions.

Additionally, creating a seamless customer journey requires a robust omnichannel strategy that integrates all communication platforms into a cohesive system. By ensuring consistency and continuity across every channel, businesses can provide a unified experience that adapts to the customer’s needs at any given moment. Continuous feedback loops and customer insights are vital in iterating and refining these strategies to meet evolving customer expectations, ultimately fostering loyalty and enhancing overall satisfaction. When customers interact with an automated system, AI can perform real-time sentiment analysis, enabling the system to escalate a call and route to the appropriate live agent when necessary. When agents receive the customer, they can also access AI-generated insights, allowing them to more quickly address and resolve customer concerns, leading to increased loyalty. 

5.With hybrid and remote work now mainstream, what’s the essential tech stack for enabling seamless, high-fidelity collaboration across distributed teams ?

In today’s hybrid and remote work environment, a thoughtfully designed tech stack is crucial for maintaining seamless collaboration. Implementing a unified communications platform helps integrate various communication channels into a single, accessible interface. For real-time collaboration, video conferencing with advanced features like screen sharing and recording capabilities is essential, alongside instant messaging platforms that facilitate quick exchanges and provide presence indicators. Our GCER found that 77% of consumers use video chat and call platforms and 91% use some kind of messaging platform, so this technology is helpful both internally and externally when communicating with both colleagues and customers. 

6. AI-powered automation is streamlining workflows, but no one wants to engage with a bot that feels transactional. How do companies strike the right balance between efficiency and authenticity ?

AI-powered automation is reshaping customer service, but striking the right balance between efficiency and authenticity remains critical. Our GCER reveals that after a negative experience, 75% of customers are likely to take their business elsewhere, and 48% need only one or two poor interactions before leaving for good. This underscores why AI-powered communication must be precise while maintaining human touchpoints. AI chatbots are evolving as essential customer service components, not to replace human agents but to enhance their capabilities. We see AI managing an increasing share of routine tasks, freeing human agents to focus on complex scenarios requiring empathy, creativity, and nuanced problem-solving. Industries like retail and finance already utilize AI for personalized support, a trend rapidly increasing with advances in generative AI and large language models. The optimal approach combines AI's efficiency with human emotional intelligence. Rather than positioning AI against humans, successful companies view AI as a tool that empowers staff to deliver exceptional, authentic customer experiences while handling higher volume interactions efficiently.

7.  Delivering seamless omnichannel experiences is the gold standard, yet many companies still struggle with fragmentation. Where do most go wrong, and how can they fix it?

Many companies struggle with delivering seamless omnichannel experiences due to a lack of integration across multiple customer touchpoints, resulting in a fragmented customer journey. This usually stems from disparate systems and data silos that prevent a whole view of the customer. Companies frequently fail to align their communication channels, focusing on individual channel optimization rather than a holistic strategy.  

To address these issues, businesses can prioritize integrating communication channels and systems by adopting an integrated, single platform approach to their communications solutions. As providers, we need to simplify multi channel availability. At Vonage, we’ve taken the one platform approach. We want it to be less about the solution and more about the capabilities - one intelligent platform that does it all.

A single-platform approach eliminates silos, improves efficiency, and enhances the overall user experience. By incorporating AI-driven automation, virtual agents, and intelligent call routing, a fully integrated UC and CC solution - for example - empowers businesses to optimize customer interactions while reducing operational complexity and costs.

8. If you had to place a bet on one emerging technology that will be the next big disruptor in cloud communication, what would it be and why ?

The rapid evolution of AI in the contact center continues and we’ll continue to see AI take more of a front seat in how agents work, augmenting the human touch with more authentic and autonomous AI-powered actions. 

Agentic AI and Knowledge-based AI - these emerging technologies operate autonomously, enabling end-to-end problem-solving teams and workflows. Designed to work like a human employee, Agentic AI will enhance CX with virtual agents that have the ability to make decisions, learn, and act autonomously - but the ability to switch to a live agent when needed will be critical. Finding that balance between technology and the human touch is still going to be very important.

1. How does AI consulting help companies bridge the gap between AI potential and practical implementation ?

One of the key challenges with AI technology, different from other new technologies, is that it doesn't have an innate purpose. Similar to how electricity is only useful when powering equipment, artificial intelligence must be paired with specific tools or tactics in order to be useful.

That's where a consultant can prove invaluable.

An AI consultant not only understands how to use AI in a variety of ways, they understand business processes, teams, and policies, and can help business leaders identify bottlenecks, deficiencies, and inefficiencies. Those are the challenges in a business that must be addressed, and adept consultants will then recommend specific applications of AI, whether generative AI or specific AI-powered tools, which can solve those challenges.

Once solutions have been identified that align with business goals, AI consulting then goes further and helps with implementation which, more often than not, consists of essential team training. It is only through AI literacy that businesses are able to truly implement AI and achieve real ROI from their efforts.

2. How do AI consulting and training services help companies create a culture of AI-driven innovation ?

The beauty of AI technology is that, once someone fully grasps what's possible and begins to apply AI solutions to their work, it's like a dam is opened within their mind and they'll see more and more opportunities. Whether that's helping with routine tasks like drafting emails or generating stock images, or more advanced workflows and automation.

The problem with many businesses today is that, while there may be several individuals in the organization learning about AI, they're doing it on their own, in silos. They aren't receiving training - in fact, just 34% of early career professionals reported receiving training in a recent survey - and they aren't actively participating in the sharing of knowledge internally. This results in inconsistent application and advancement of AI solutions, with the majority of employees being left behind. This not only impacts them negatively individually, it also represents a tremendous loss of opportunity for the business.

However, when adequate training and AI consulting are brought to the fore, not only does every employee within the organization benefit from directed learning about AI and familiarity with AI's potential, it creates an exponential effect of AI-driven innovation. As each individual learns and applies and innovates within their own circle of influence, and those innovations are shared with the rest of the organization through meetings or internal communication channels, it spurs ideas in others, invites improvements, and fosters collaboration.

For instance, when I shared with my team my process for building out new podcast interviews, the step-by-step set of custom instructions I had programmed my AI assistant to walk through, even though no one else is podcasting they learned how to build custom instructions and that it was possible to create a collaborative workflow with an AI.

3. What role does AI play in decision-making and business strategy, and how can employees adapt to this shift ?

AI itself can become an invaluable consultant and assistant, particularly for decision-making and business strategy, once someone has initial training and familiarity with core concepts like prompt engineering. Imagine having access to a paid consultant 24/7, there to answer any question and brainstorm any topic, and one who is entirely familiar with you, your business, your industry, your audience, and even your personal goals and challenges.

All it takes is an understanding of how AI works, how to customize a particular large language model (LLM) like ChatGPT or Gemini, and what information to provide it. Once done, the user has an AI assistant... kinda like a work buddy... who knows all about you and your role and what you're trying to accomplish. Which means that you can jump into a new chat and rather than trying to craft the perfect prompt that has all the context and AI might need, you can just get right to the core of what you want to talk about.

I turn to my AI Chief of Staff multiple times a day with questions ranging from simple email responses or social posts, all the way up to long term business strategy and advice - something that's critical for solopreneurs, but also anyone in any role where they lack a mentor or confidant. Just as organization-wide AI literacy can help propel an entire business, empowering everyone in your organization to have an AI strategist at their beck and call can be transformative. To help, I created a free set of instructions and prompt that anyone can use to build their own AI Work Buddy, with an optional course and community they can leverage if needed.

4. How can small and mid-sized businesses leverage AI without significant infrastructure investment ?

SMB owners should focus on all of the ways that their entire teams can leverage the LLMs before pursuing implementing new AI-powered tools and solutions. In fact, every organization that is already paying for Google Workspace has access to Gemini Advanced and should make sure every employee in the organization is trained on how to use Gemini and how to take advantage of the AI that's already integrated into so many of their other apps, like Gmail, Google Drive, and so on.

With Gemini, teams can take advantage of Deep Research to have the AI scan and summarize dozens and dozens of websites to research whatever topics are of interest. This is terrific for content creation of course, but also think about how such an application can power competitive research, market research, product research, and general business strategies. They can also use NotebookLM to create a repository of company documents and information that can then be easily summarized and questioned without having to read through hundreds of pages of PDFs, and without concern for hallucinations. And teams can share prompts and ideas for Gems (Gemini's custom instructions) which anyone can use to automate and improve whatever processes they're working on.

Businesses who aren't already paying for Google can, of course, invest in ChatGPT or Anthropic's Claude for low monthly fees, even for entire teams, giving everyone access to incredible AI capabilities.

Those are the major "closed" and premium LLMs. There are also "open" LLMs like Llama which businesses can consider, so long as there's at least one individual in the organization familiar enough with open source AI to understand how to install, configure, and make available such a company-wide solution. This approach is ideal for organizations that want to leverage AI for conversations and use-cases that might require access to sensitive or private information, such as custom records or financial data, which should never be shared with an LLM like ChatGPT.

If an SMB never implemented another AI solution, and even if the existing LLMs stopped improving and iterating, company-wide adoption of "basic" AI like ChatGPT or Gemini would still advance the company's efficiency and capability tremendously.

5. How can businesses ensure ethical and responsible AI use while scaling their AI initiatives ? 

When it comes to ethical and responsible AI usage, there are several factors to keep in mind, and how applicable each of these are depends on the business and use-case. 

a. Transparency - While we're in the midst of this AI Revolution, there are still qualms and concerns in some sectors and scenarios about the use of AI, so instances where AI is being used to generate information or take actions that are externally focused should be 100% transparent about their use of AI. This can include marketing, sales, customer support, services, and more.

b. Bias - Because AI models were trained on existing data and information that existed on the internet, there exists tremendous bias. This is most commonly seen in content where women and minorities are dramatically underrepresented and therefore must be accounted for. Beyond that, businesses need to be aware of the potential for bias in data and not rely on AI-powered conclusions without first considering how those conclusions were reached and whether they were unduly influenced. A basic example might be if you were to provide your AI with a month's worth of website traffic and ask for an analysis on your audience, without telling the AI that you paid for a Meta ad for 7 days that drove an unusual amount of traffic from EMEA. The AI would come to the incorrect conclusion that your business is growing in that region.

c. Copyright - Today's laws do not protect the copyright of AI-generated content of any kind, though they're moving in that direction. Which means if you use AI to create an ebook for your business, or on behalf of a client, that work may not be protected. Businesses must be mindful of this and ensure that if a piece needs to be protected by copyright law, it cannot be wholly created by AI.

Most importantly, it is imperative that business owners adopt a policy of company-wide AI literacy and provide adequate training. Not only can this help ensure responsible AI use by all, it also helps ensure that every individual in the organization is afforded the opportunity to upskill with AI and protect their career.

6. How does AI training empower employees to work more efficiently rather than fear automation ? 

That is the underlying concern today, isn't it? That AI will take my job or your job. And while there has been a lot of hype and debate on both sides of that argument in recent years, the truth is simple: some jobs and tasks will no longer need to be done by humans. Some roles and careers will be replaced by AI, whether that's AI-powered systems or AI-equipped employees who simply perform the same tasks faster or better than non-AI using employees once did.

The World Economic Forum predicted that by 2030, 92 million jobs would be displaced by AI, and that 170 million new jobs would be created. Governments and Big Tech were happy to see more than 78 million new jobs could be created, but that still means 92 million people need to upskill or reskill.

Just as with every past Industrial Revolution, this AI Revolution will result in some jobs simply no longer being needed, but the good news is, AI as a technology and skill is one that anyone can adopt and learn. Because Generative AI is conversational, one doesn't have to have a PhD to leverage it. Far from it, in fact.

With a basic level of AI literacy, any employee can use AI and discover ways that it can make them more efficient in their role and more productive for their companies. They can also then envision tasks they were doing which AI can do today, and other or even new tasks they're now freed up to focus on. Because, let's be honest... we all have tasks or aspects of our job which are boring, mundane, and repetitive. Why not figure out how to hand most or all of those tasks over to an AI system to handle while we then have more time in our day to think strategically or re-focus on the more creative and interesting aspects of our job?

Rather than being overwhelmed with countless mindless tickets, let AI automate the most repetitive customer support queries and give your staff more time to spend with high level customers and complex problems.

Rather than wasting time emailing status updates and meeting notes, let AI handle that while your team focuses on actually moving projects forward and doing the necessary work.

Rather than mindlessly clicking back and forth through countless websites trying to find answers to an obscure question, just ask AI for the answer and source, then move on with your day.

AI can be incredibly empowering and enlightening for every member of every organization. The first step is to educate each employee on what AI can do and what it represents to them, and their role. That's why AI literacy and training should be a top priority for every business today.

1. How does the adoption of tools like MarketingGrader.AI impact the efficiency and effectiveness of marketing campaigns ?

You can’t know where you’re going unless you know where you’ve been. MarketingGrader.AI is a tool to help you understand where you’re at, what’s working well, what’s not working so well, and opportunities for improvement. With over 500 data points across eight different marketing categories, MarketingGrader.AI is the most robust tool on the market to help you measure the overall effectiveness of your marketing campaigns. Through the insights in MarketinGrader.AI, your organization can quickly create a roadmap to more impactful and effective marketing.

2. What challenges might businesses face when integrating AI-driven tools into their marketing workflows, and how can they overcome them ? 

I think the biggest challenges of integrating AI is truly understanding their place. AI isn’t meant to replace people. It’s meant to make people better. I think it’s well accepted now that if you’re not using AI in some capacity, you’re losing. But you can also lose with an overreliance on AI. Each company has to find that balance of utilizing AI to speed up processes, come up with new ideas, improve and measure your metrics, and even draft initial content, but without a human reviewing, training, and expanding on AI, it’ll never be as effective as it could have been.

3. How can AI-powered tools assist in optimizing various aspects of marketing, such as SEO, content strategy, and social media engagement ?

There are so many amazing AI tools out there that can help in these different areas. But for me, the first step is to understand how you’re currently performing. SEO for the sake of SEO does no one any good. Content for the sake of content is a waste of time. Social media posts without a clear plan and KPIs is just noise. Using AI to get data on your current state of each of these areas and then using AI to improve, expand, and research for you can make all the difference.

4. What role does data quality play in the effectiveness of AI-driven marketing tools ?

I think it’s everything. AI on its own isn’t helpful. AI has to be trained. You have to take the time to feed the model information, data, and content that represents your brand and the content that you want it to produce. AI has been known to have hallucinations and make up things that it doesn’t know. And it does it convincingly. There is still a major risk of publishing inaccurate or completely false information through AI if you don’t take the time to ensure that the data and information that it’s serving you is accurate and correct.

5. How can businesses measure the return on investment (ROI) when utilizing AI-based marketing optimization tools ?

If done right, I think the ROI on AI should be measured in man hours. It is meant to save us time and also create a collaborative experience, even for a team of one. The time savings as well as the impact of the content that AI produces all should be factored into the overall return on investment of any AI tools that you utilize.