McGee-Smith Analytics, LLC

McGee-Smith Analytics was founded in 2000 to offer enterprises and solution providers an expert and reliable source for information and analysis related to the contact center and customer experience markets. Two decades later, McGee-Smith Analytics continues to serve clients across a range of industries and geographies, delivering strategic counsel and intelligence regarding the converging fields of contact center, customer experience and collaboration. 

Sheila serves as the Contact Center Track Chair for Enterprise Connect. Her views on the contact center market can be found in regular contributions to No Jitter.

President & Principal Analyst

The PELORUS Group

Authored multi-client analyst reports in the areas of contact center, customer relationship management, data networking and wireless services, including market share, sizing and growth projections. 

Managed content and speaker recruiting for annual Call Center and Operator Services conferences.

Director, Call Center & Operator Services

Dun & Bradstreet

Regional Sales Manager

AT&T

Manager

A leading customer experience industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for CX and communications solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today's consumer and business customers.

Chris Morrissey interviews Zoom #CX customer Jake Finch, Head of CX for SharkNinja at #Zoomtopia25. 
Chris: What is one tip you would give companies at different stages of evaluating #AI about how to incorporate it into their contact center strategy?
Jake: "First, I encourage anyone to just get started. If you go out there, you might not be perfect, but to help you get started, I would say the second thing is, pick a use case that you're comfortable with... It doesn't have to be customer-facing. It can help your agent." #CCaaS #AQM

Sheila McGee-Smith

President & Principal Analyst, McGee-Smith Analytics, LLC

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