Sheila is 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.
Mila has spent the past couple decades covering the strategic customer relationship management and customer experience space. She analyzes, writes, and speaks about connected customer journeys and the technologies that enable them.
Recent events have highlighted two important trends: how customer service can exist outside the walls of the contact center; and the importance of digital platforms, AI, and automation in enabling such remote service to maintain or exceed customer engagement expectations. The Genesys and Limitless partnership offers businesses a path to transform and scale their customer service, as well as optimize efficiency, customer resolution and workforce planning.