Lane Hartman

Lane Hartman contributes to Content and Customer Marketing at ASAPP.

Three reasons you're not seeing the value you were promised from your digital chat platform.

Best-of-Breed vs. Omnichannel/CCaaS for the Digital Contact Center

Call Center Voice Analytics: How to Understand Your Calls

Call Center ACW (After Call Work) 101: Streamlining Post-Call Processes

AHT Meaning: What is Average Handle Time?

AutoTranscribe is Best-in-Class Transcription: Here's Why That Matters

What to Look for in a CX Transcription Solution

CX Transcription 101

Introducing ASAPP GenerativeAgent®, the future of CX

What to Look for When Buying a Summarization Solution

Why Transcriptions & Summaries are the Best Starting Points for Your AI Journey

8 Friction Points in Scaling CX Summaries

CX Summaries 101

The CX AI Trends That Will Shape Contact Centers in 2024

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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.