In 2020, contact centers underwent their biggest stress test yet. People had to figure out how to continue their operation with their agents working from home, a remote office, or even a hotel. Did their technology support this kind of diffuse team? Then, they had to handle a surge of anxious callers. Scary times for some companies, but exciting for many others. What's next for the enterprises that can pass the stress tests of 2020? On a recent episode of That’s Genius!, we talked with Vikas Bhambri, SVP, Sales & CX @ Kustomer about: Why a barrier exists between CRM and contact centers How contact centers are being more proactive in engaging customers The current and future role for AI and automation in contact centers Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.