Weekly Primer: May 5, 2025

A distillation of AI news for CX leaders

Author

John Walter
May 05, 2025

This edition focuses on:

  1. Improving QA with AI

  2. Noteworthy Job Opportunities

  3. Speaking Opportunities

  4. Upcoming CCAIA Events

1. Improving QA with AI

Traditional QA is manual, slow, and only covers a fraction of calls. But with AI, that’s changing fast. If you want to hear from contact center leaders with experience on this topic, you can join our LinkedIn Live Panel on Friday, May 23rd.

2. Noteworthy Job Opportunities

A. Head of Customer Experience, Carpe

This is a full-time hybrid position. Check out the full job posting and apply here.

B. Director, Collector Experience, Fanatics

This is a full-time position located in Los Angeles, CA. Check out the full job posting and apply here.

C. Senior Director, Customer Support Leader (Remote), Capital One

This is a full-time remote position located in Richmond, VA. Check out the full job posting and apply here.

3. Speaking Opportunities

  • WFM Alliance Conference, May 13–14, St. Paul, MN

    (Speaker slot already filled)

  • Techsommet, May 21, Remote [Looking for Speakers]

    • Techsommet is recruiting speakers for a virtual panel. More details can be found on our industry events calendar.

    • If you are interested in being a speaker you can apply here.

  • Contact Center AI Association QA Analytics Event

    (Speaker slots already filled)

  • SOCAP 2025 National Conference, October 14–16, Phoenix, AZ [Looking for Speakers]

    • SOCAP is recruiting speakers for its national conference. More details can be found on our industry events calendar

    • If you are interested in being a speaker you can apply here

4. Upcoming CCAIA Events

  1. LinkedIn Live Panel on Improving QA: Four prominent contact center leaders talk about different approaches to improving QA.

    1. This panel will be held on Friday May 23rd, from Noon to 1 pm Eastern Time.

    2. Register here: https://www.linkedin.com/events/cxleaderlivediscussion-improvin7324158771025383426/theater/.

  2. The Q2 in-person meeting will be held in Atlanta on June 19. SOCAP will be hosting an Afterparty/ happy hour after the boardroom style meeting. The event is invite only, due to limited space, but if you want to request to attend you can fill out this form: https://ccaia.notion.site/1ea8082beab180a6a07ed4772930e329