Chris Arnold

Chris Arnold is the VP of Contact Center Strategy at ASAPP. He works with customers like JetBlue, Dish, and others to implement technology to improve engagement, lower costs and increase agent efficiency. Prior to ASAPP, Chris spent 20 years leading contact center strategy and technology implementation for Verizon and Alltel, leading staff operations, and managing desktop automation and augmentation

Rethinking the CX workforce for AI-led customer service

Chris Arnold

Customer experience as we know it is dead. So, what’s next for CX leaders?

The fastest way to scale AI is to slow down: Why AI governance matters

Agentic AI vs generative AI in customer experience

From models to memory: The next big leap in AI agents in customer experience

The road ahead: What the next year will bring for AI in CX

The hidden ways AI-driven speech transcription and analytics improve CX performance

The richest CX data on earth isn't being mined

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Discover how the HILA approach to human-in-the-loop boosts CX, increases resolution rates, and unlocks scalable AI performance.

As AI agents scale, CX shifts from labor optimization to service system design. Learn how to restructure teams, metrics, and operations.

Explore how true end-to-end resolution, human-AI collaboration, and enhanced CX can dramatically compound your ROI over time.

The old CX model is broken. Explore how agentic AI is reshaping service delivery, workforce strategy, and the future of customer experience operations.

Containment rate isn’t enough. Learn how to measure AI agent performance using goal completion, accuracy, guardrails, and experience quality.

What airlines and JetBlue teach us about building agentic customer experience, where AI and humans work together to handle complex service interactions.

How an agentic platform improve customer service in travel and hospitality by enabling proactive support, personalization, and seamless omnichannel experiences.

ASAPP's FinOps journey: how we reduced cloud costs by 45% in two years and built a culture of accountability, optimization, and continuous improvement.

"Everyone's transforming with AI." Only 34% actually are. Here's what real enterprise AI progress looks like.

ASAPP’s agentic CX platform unifies AI and human workflows to build trust, orchestrate customer journeys, and drive scalable growth, ROI, and better experiences.

During a historic US winter storm, an agentic CX platform helped an airline scale instantly, rebook passengers, and boost satisfaction.

Why the fastest path to enterprise AI isn't speed—it's choosing the right use case first. Learn the framework that separates successful pilots from stalled ones.

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