Sheila McGee-Smith

Contact center/enterprise communications industry analyst. NYC born and bred, concrete jungle where dreams are made of.

[Sheila McGee-Smith @McGeeSmith]

It's time to challenge the false dichotomy between using #AI for human augmentation OR automation, as illustrated by @AWSreInvent's emphasis on Human + AI Teammates. @SkypeSenorita @MediaTanya @chrishalcon @priceline @centricaplc #CX #AgenticAI https://t.co/IcbSRF8Odn

[Sheila McGee-Smith @McGeeSmith]

@MustafaCharts 7

[Sheila McGee-Smith @McGeeSmith]

@AndrewPopik @LandsEnd I came here to look into the same kind of delay. Ordered April 5 and still processing. Sent an email last week and got a response that because of some changes at the distribution center, Things are 6 or 7 days late. But now it’s worse than that. #Fail.

[Andrew Popik @AndrewPopik]

@LandsEnd Why are you advertising when you can't handle filling the orders you already have? Order made on April 1st and it still says processing. Chat was negative help. Knew nothing, can't escalate. Lame.

[Lisa J. Martin🦋 @LisaLisajm5]

Big news at @Five9! We are proud to introduce our new CEO, Amit Mathradas. Find out more in this @NoJitter article by industry analyst @McGeeSmith. https://t.co/v8oIsoRPbp

[Sheila McGee-Smith @McGeeSmith]

BREAKING: @Five9 Announces New CEO. Most recently of @Nintex, Amit Mathradas has a proven record in incorporating #AI into platforms. More on @nojitter @MandyKnotts @laurasmackey @CCaaS #CX

[Sheila McGee-Smith @McGeeSmith]

@EvanKirstel @Hyken @jaybaer Great List! Thank you for the mention.

[Sheila McGee-Smith @McGeeSmith]

Yes, you are seeing double! I will be in not one but two breakout sessions at #Five9CXSummit in Nashville next week: first with @ADignan discussing predictions for CX in 2026, and next with Jon Anderson, Sr. Dir, Strategy—how consumer behavior is shaping #TheNewCX. #AgenticAI

[Sheila McGee-Smith @McGeeSmith]

Review of #NiCEAnalystConference on @NoJitter: @NICELtd leaders on how #AI emphasis Is Altering their GTM. Two recent executive additions, Jeff Comstock and Philipp Heltewig, as well as CEO Scott Russell, shared thoughts on GTM changes. #CCaaS #CX #AI https://t.co/aCoxuWhsEP

[Sheila McGee-Smith @McGeeSmith]

#DF25: The Clouds Are Gone, the Agentic Enterprise Is Here. @salesforce subtly re-branded from cloud to Agentforce as it expanded its #agenticAI capabilities across its portfolio. @katelynburrill #AI

No Jitter: https://t.co/HvH4EKJ38n

[Sheila McGee-Smith @McGeeSmith]

@charlieisaacs @Dreamforce I missed you at the analyst reception. Ran into our buddy @ValaAfshar though!

[RingCentral @RingCentral]

"By combining CommunityWFM's mature workforce management capabilities with RingCX, RingCentral’s #CCaaS solution becomes more complete than any other UCaaS-CCaaS vendor in the market." - #CX analyst @McGeeSmith

More in this @nojitter article: https://t.co/P3N7v1iWF2.

[Sheila McGee-Smith @McGeeSmith]

Hmmm. Not sure that’s exactly what I said, but a great acquisition. 😆

[Lisa J. Martin🦋 @LisaLisajm5]

Experience #TheNewCX at this year's #Five9CXSummit. Registration is now open! 🙌 Cut through the hype, see the proof, and leave with the clarity, confidence, and momentum to lead your CX forward. For customers, save $200 with our early bird pricing: @Five9 https://t.co/kdWqeAbAaV

[Sheila McGee-Smith @McGeeSmith]

Wow, my husband and I could’ve saved a lot of money on fencing over the last 30 years!

[Evan Kirstel #B2B #TechFluencer @EvanKirstel]

Ever lost track of your dog? SATELLAI's smart collar combines GPS, health tracking, and virtual fencing to keep your pet safe. It's like a Fitbit, GPS, & virtual fence all in one device. Learn how it's changing pet safety forever. #PetTech #IoT #AI #CES26 https://t.co/gi5dhQ2ZAR

[Sheila McGee-Smith @McGeeSmith]

The bank fired agents as they rolled out the solution. They didn’t even wait to let customers get used to the #AI. “Call volumes were in fact increasing and CBA was scrambling to manage the situation by offering staff overtime and directing Team Leaders to answer calls.” #CX

[Evan Kirstel #B2B #TechFluencer @EvanKirstel]

Bank Fires Workers in Favor of AI Chatbot, Rehires Them After Chatbot Is Terrible at the Job

Yet another tale of AI's less-than-stellar employee track record has emerged @mcgeesmith https://t.co/BAPXgZNxiH

[Sheila McGee-Smith @McGeeSmith]

Good advice, especially the last of the three. Now, go watch it!

[Michael E Lemm @FreedomFireCom]

Advice From A #CallCenter Geek - 3 Tips For Purchasing A New #ContactCenter Platform https://t.co/lbiCwuCdBY For FREE Help Sourcing Contact Center Technology Ask Here=> https://t.co/rrOb09l24U #CCaaS @rajwadhwani @blairplez @CCPipeline @RGareiss @McGeeSmith @tlaird_expivia

[Sheila McGee-Smith @McGeeSmith]

.@NoJitter: 4Years In, @Zoom #ContactCenter Stands with #CCaaS Leaders. @ProAssurance's journey shows how Zoom is winning over enterprises with simplicity and seamless @ServiceNow. Thank you for letting me tell your story! @jaredpoliva @MissCouture https://t.co/AsKvwmasL5

[Sheila McGee-Smith @McGeeSmith]

.@NiCEltd Accelerates #Agentic #AI Focus with @Cognigy Acquisition Buy will accelerate NiCE’s strategic plan to provide #CCaaS solutions that orchestrate intelligent customer experiences end-to-end. @NoJitter @ScottROfficial @ChrisIrwinDudek https://t.co/7Tl2xmnt01

[Sheila McGee-Smith @McGeeSmith]

BREAKING: @NiCEltd to Acquire @Cognigy in a transaction that values Cognigy at ~$955M. CEO @ScottROfficial “This is a landmark moment for NiCE, a strategic move that fast-tracks our #AI innovation agenda." A#CX market-altering deal! More soon on @NoJitter. @ChrisIrwinDudek