Nextiva

Customer Experience (CX) is the new battleground. The way we interact with customers has changed. And Nextiva is here to help businesses win it. This isn’t just about a better contact center, it’s a full transformation of how companies understand, engage and support their customers across every interaction.

To get your foot in the door, take a job they’ll give you, even if it’s not your dream role. This is a time where you will have to get humble. Because once you’re inside, you can build relationships, get experience, analyze and learn, and most importantly, you can build trust. And that trust will open doors.

Super-agents are here, and they’re changing how we think about AI in customer experience. In his latest article, Nextiva CEO Tomas Gorny explores the rise of agentic AI, the growing role of super-agents, and what this shift means for businesses and the future of work. “When super-agents have access to all of this data, they deliver better results and keep improving over time.” Ready or not, the next wave of AI is already in motion. 👉 https://xmrrwallet.com/cmx.plnkd.in/g8qzWvFJ

Still riding the wave from SKO. Last week, we brought our teams together for three days of strategy, connection, and serious momentum heading into FY26. From impactful sessions to unforgettable moments, this year’s Sales Kickoff was one for the books. Press play to relive the energy, and see what makes Team Nextiva amazing. 💙

Nextiva is proud to sponsor the Global Telecom Solutions (GTS) Open House in Detroit! If you’re attending, don’t miss the chance to meet with Kevin Smith & Robb Bāshore, they'd love to connect. 🚀 #GTSOpenHouse #Nextiva

There’s a big difference between using AI...and using it effectively. We asked what sets high performing teams apart and built a guide to help CX, IT, and contact center leaders move from AI pilots to real results. If you’re looking to reduce friction, boost automation, and drive better outcomes for both agents and customers, this one’s for you. 📘 Get your copy today: https://xmrrwallet.com/cmx.phubs.li/Q03v0xVB0

AI is the great equalizer, if we use it right. Big companies have always had the edge: more resources, more reach, more funds. But that’s changing fast. At Nextiva, we believe AI should level the playing field, not widen the gap. Small businesses are the heart of the economy. With the right approach, they can be its future too. #SmallBusiness #CustomerExperience #UnifiedCXM #Entrepreneurship

Women of Nextiva (WON) is our global community empowering women in tech through connection, growth, and community ✨ This morning, we hosted a powerful conversation with Sara Gannon and Lindsey Rubcic on how they've optimized their personal ROI throughout their careers. From creating their own luck, choosing understanding over ego, embracing feedback, and asking for help when it mattered..their honesty and genuine insights were a strong reminder of the ebbs and flows that come with building an admirable career. They are true examples to learn from, and this morning, both women and allies were taking notes. #WomenOfNextiva #teamnextiva

Mistakes happen. Get back up and keep going. This is what I admire the most with many true athletes. Every time you fall, is another chance to rise up stronger. That’s how we grow and that’s how we win.

As a researcher, I value the insights from a designated sample. As the saying goes, “you don’t know what you don’t know.” In the world of #CX, one way to learn what you don’t know is by gathering feedback from customers. The top way companies track CX is through post-interaction surveys (66.8%) and one-to-one conversations (50.3%). But a growing method is AI-enabled inferred sentiment (43.7%), which uses AI to assign a value to every conversation, according to Metrigy’s research studies. Only about 30% of consumers will respond to surveys (and this includes the short SMS messages asking them to rate one to five stars), so AI provides a highly accurate gauge of customer sentiment. During my fourth episode of Nextiva's #TheFormula, I talk about the importance of using #AI to look at customer sentiment, along with the results of the interaction, to provide a measurement of customer (and agent) success. My advice for gathering and leveraging customer feedback is: ✅ Use multiple methods for gathering feedback, including surveys, focus groups, and AI ✅ Take action based on the results of that feedback (AI also can summarize and make recommendations) ✅ Use the information gleaned from that feedback to train contact center agents, as well as other employees in the company Watch Nextiva's entire series with experts in CX by clicking the link in the comments below ⬇️ #contactcenter #customerservice #customersentiment #surveys #AICSAT #inferredsentiment