The contact center is the front door to every eCommerce business. And you typically only get one chance to answer that door with a fantastic experience or risk losing that customer for good. In 2019, we talked a lot about the customer experience, the human experience, and how contact centers are increasingly the make-or-break factor in whether or not retail survives. In 2020, we want to continue that conversation, as well as continue talking about how technology like AI is uniquely poised to help contact centers bring a new level of service, empowering agents and customers alike. Featured highlights from some of our 2019 guests: Rowan Trollope Jonathan Rosenberg Dan Burkland Tricia Yankovich Kendra Riley Stephen Fioretti Anand Chandrasekaran Zeus Kerravala We want to hear from you! Send us your questions, comments, and suggestions for the show on Twitter: @mwroseglobal or @five9 Listen to this and all our other That’s Genius episodes with Apple Podcasts, Spotify, or check our website.