Five years on and real time guidance is now becoming a must have for a modern CX organization - Interview with Josh Feast of Cogito

Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh joins me five years on from our initial conversation back in 2017, talks me through their journey since then, the emergence of the real-time guidance space and what service and experience leaders should be thinking about right now.  This interview follows on from my recent interview – CX professionals should be taking their favourite finance person out to lunch – Interview with Jim Tincher – and is number 447 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Zoho for sponsoring my podcast this month and particularly the team at Zoho Desk. Zoho Desk is trusted by over 50,000 businesses around the world to elevate their customer service and the team over there recently asked me to write a whitepaper for them that explores How focusing on employee happiness and customer success can drive business results. The whitepaper is called: The Killer Combination: Customer success, happiness and the right technology. Do check it out by following this link.