AP News on maintaining great CX during the holidays
Melissa Copeland shares insights in AP News on how contact center teams can maintain great customer service during the holidays—even when facing stress and difficult interactions.
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Melissa Copeland Named a "Top 25 Thought Leader" of 2026 by ICMI
Melissa Copeland, Founder of Blue Orbit Consulting, has been recognized by ICMI as one of the 'Top 25 Thought Leaders' of 2026. Discover why her vision for Agentic AI and service design is setting the standard for the future of the industry.
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Reworked: Why AI Can’t Fix a Broken Foundation
Melissa Copeland warns in Reworked that AI isn't a shortcut for broken processes. She explains why clean data and documented workflows are the only path to real ROI, stressing that without human oversight, AI simply "speeds wrong and frustrating information."
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CMSWire on the digital experience stack
Melissa Copeland shares insights in CMSWire on how CRMs and AI shape the digital experience stack. Learn what sits at the center of customer data and personalization.
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