Browsing: Redefining

Human agents are not going away. And high-performing teams are not born — they are built. In the 450th episode of DisrupTV, two guests show exactly how.

Earlier in August 2026, Southwest Airlines Co. reported second-quarter adjusted earnings of US$0.94 per share that exceeded estimates, underpinned by strong passenger and record managed business revenues, and entered a new five-year US$2.00 billion revolving credit facility with an accordion feature up to US$3.00 billion.

The contact center’s unit of value is changing. For years, the dominant metric was deflection — how many interactions could be kept away from a live agent. That framing is showing its limits. A deflected contact that isn’t actually resolved just moves cost somewhere else: a callback, a repeat interaction, a churned customer. The more…

Trust in online finance has emerged as one of the greatest assets in recent years. Millions of people are managing their investments, paying their bills, and transacting digital assets on the web and mobile apps, and as important as the products are, so is the trust in them.

For many years, e-commerce was viewed as an additional sales channel: a website, a social media page, or an online marketplace where customers could discover and purchase products. Today, this definition is no longer sufficient