support
(2)
The Best Customer Service Doesn't Sound Like a Call Center
A field report on the quiet revolution in customer service: the shift away from the scripted, hold-music call center toward conversations that sound human. It maps the companies rebuilding support from the ground up - Genesys, NICE CXone, Five9, UJET, Talkdesk, and Bret Taylor's Sierra - and argues that in an age of AI agents, the winners are the ones who make talking to a company feel less like filing a ticket and more like getting help from someone who remembers you.
Scott Bajtos
Scott Bajtos is the Global Vice President of Adobe Customer Solutions — spanning Customer Engineering, Customer Success, and Professional Services for Adobe Experience Cloud. With over 30 years in enterprise software, he has served as Chief Customer Officer at both VMware and FinancialForce, and built customer advocacy programs at SAP, Business Objects, Marimba, and Cadence Design Systems. His philosophy is simple: helping every customer succeed and become a customer for life.