Uniting Customer Experience, AI, and a Touch of Humor at Enterprise Connect 2023

Greetings, tech lovers! I recently attended the Enterprise Connect conference in sunny Orlando, Florida, and let me tell you, it was a love affair like no other. The theme of the event was “Love and Air,” which perfectly encapsulated the atmosphere (pun intended). Love was all about customer engagement, experience, and happiness, while Air touched on AI, innovation, and a few “vaporware” promises. So, buckle up and enjoy my slightly hilarious take on what went down at Enterprise Connect 2023.

The Big Guys are in Love

It seems that love was in the air, as the big guys cozied up to one another during their keynotes. We witnessed an unexpected bromance between Microsoft and Cisco, with Cisco’s hardware seamlessly integrating into Microsoft Teams. Who knew these two tech giants would become BFFs?

On the other side of the room, we had Zoom and Amazon playing footsie under the table, showing their budding relationship. Meanwhile, RingCentral and Google were the other two keynote speakers, keeping things a little more low-key, but with no less enthusiasm.

UCaaS? More like CCaaS!

Nobody seems to be talking about Unified Communications as a Service (UCaaS) anymore. These days, it’s all about Contact Center as a Service (CCaaS). The hyperscalars are ruling the UCaaS world, with just a pinch of PSTN usage thrown in for good measure. Room systems are the talk of the town, and – you guessed it – AI is the star of the show.

One standout mention was Microsoft’s Copilot, which is based on our beloved ChatGPT. This AI-driven assistant looks set to revolutionize the way we work and communicate. It’s like having your very own virtual sidekick to help you navigate the wild world of tech.

CPaaS Reigns Supreme

Communication Platform as a Service (CPaaS) is definitely having its moment in the sun. Programmability and flexibility are key, with Amazon being the most outspoken during their keynote. Microsoft wasn’t far behind, showcasing their click-to-call feature. It’s clear that CPaaS is the way of the future, and the industry leaders are taking notice.

A Night to Remember: Dinner at Capa Four Seasons

What’s a fantastic conference without an equally fabulous dinner? The night was made even more memorable by KeyBanc Mosaic, who graciously hosted a delectable dinner for the CPaaS Acceleration Alliance members, along with their own team. We were treated to mouthwatering dishes at the Capa Four Seasons, where the food was as scrumptious as the company. The evening was filled with laughter, fun, and top-notch networking, reminding us that at the heart of it all, it’s these personal connections and shared experiences that truly make a difference. The dinner was a testament to the power of collaboration and the importance of fostering strong relationships within the industry. Cheers to KeyBanc Mosaic for hosting such an unforgettable event!

The Next Normal: Love and Air

In conclusion, the Next Normal is officially upon us. The way we work has been transformed, and AI is at the forefront of these changes. Front and back offices are integrating seamlessly, and we’re all learning to work smarter, not harder.

Flexibility is the name of the game, as we build customer and employee-friendly solutions. We’re all eagerly awaiting the day when these AI-driven innovations become clear and tangible realities.

Enterprise Connect 2023 in sunny Orlando was a rollercoaster of Love and Air, as the industry’s leading players showcased their latest innovations and shared their visions for the future. As we return to our offices, homes, or wherever it is we now work, we’ll carry with us the memories of laughter, collaboration, and a whole lot of AI.

So, here’s to Love and Air – the driving forces behind the Next Normal in communications. Until next year, Enterprise Connect!

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Over the past 30 years Rob (co-)founded various tech companies, including one of the leading Dutch hosted voice providers (before hosted voice became the new normal). Today, he works with telcos/CSPs and some of the world’s leading technology providers on innovation and growth, especially in the rapidly changing world of cloud communications and CPaaS. Rob has this crazy belief that the strengths of corporates and innovators should be combined in new ecosystems to create optimal customer experience, new business models and solutions for some of today’s big problems.

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