NICE inContact’s Founder and ex-CEO Paul Jarman on Micro-Understanding for Technology Leadership
What happens when a telecommunications reseller transforms into a cloud contact center pioneer? Paul Jarman, Founder and ex-CEO at NiceInContact navigated six major technology waves, from premise to cloud, single-tenant to multi-tenant, voice-only to omnichannel, and traditional analytics to AI-powered automation.
Paul has learned why most AI implementations fail the "looks good vs. gets used" test. His framework for AI adoption focused first on agent efficiency wins like automated after-call work, then real-time analytics, before attempting full automation.
But Paul's most contrarian insight…
The skinny
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