{"href":"https://api.simplecast.com/oembed?url=https%3A%2F%2Fheadsinthecloudpod.com%2Fepisodes%2F35a75a87-35a75a87","width":444,"version":"1.0","type":"rich","title":"004: Digital Transformers, More Than Meets The Eye","thumbnail_width":300,"thumbnail_url":"https://image.simplecastcdn.com/images/ab52a6/ab52a608-eaef-41cf-8c09-323a3809bc97/144ba679-6efb-4c97-9de7-9a7c6b2fb477/1503425701-artwork.jpg","thumbnail_height":300,"provider_url":"https://simplecast.com","provider_name":"Simplecast","html":"<iframe src=\"https://player.simplecast.com/144ba679-6efb-4c97-9de7-9a7c6b2fb477\" height=\"200\" width=\"100%\" title=\"004: Digital Transformers, More Than Meets The Eye\" frameborder=\"0\" scrolling=\"no\"></iframe>","height":200,"description":"In this episode, we chat with leading UC analyst and strategic consultant, Sheila McGee-Smith. Having covered the industry since 1990, Sheila provides storied insight into how contact centers address digital transformation. She describes the importance of tracking the customer journey, and how a younger demographic has changed that path with new technology. We share great examples of companies using artificial intelligence to better serve the consumer. Graham also gives a sneak peek into Star2Star’s new contact center experience."}