Melissa Copeland, Founder of Blue Orbit Consulting, has been recognized by ICMI as one of the 'Top 25 Thought Leaders' of 2026. Discover why her vision for Agentic AI and service design is setting the standard for the future of the industry.

Integration is just the enabler. Learn how to build a funded business case for AI, ensure data quality, and prove ROI in your contact center transformation. 

Melissa Copeland predicts 2026 as the year AI shifts from a tool to an autonomous operational partner. Discover how "outcome-forward" design will replace traditional surveys and redefine workforce roles.

Melissa Copeland reflects on 2025 as the year AI revealed a hard truth: accessibility is not usability. While automation is easier than ever to deploy, skipping foundational work leads to "plug and pray" failures. Explore why the winners of 2025 weren't the first movers, but those who fixed their business foundations before scaling.

Melissa Copeland warns in Reworked that AI isn't a shortcut for broken processes. She explains why clean data and documented workflows are the only path to real ROI, stressing that without human oversight, AI simply "speeds wrong and frustrating information."

Melissa Copeland shares insights in CMSWire on how CRMs and AI shape the digital experience stack. Learn what sits at the center of customer data and personalization.

Melissa Copeland shares insights in CMSWire on how CCaaS platforms offer flexibility, visibility, and cost efficiency. Learn what to look for when choosing a provider in 2025.

Melissa Copeland shares QA strategies in CMSWire, highlighting how AI enables full call review and how composite scoring improves agent coaching and customer outcomes.

Melissa Copeland shares insights in Computerworld on how Google’s ad placement in AI chats may impact user experience, trust, and brand engagement.

Melissa Copeland shares insights in CMSWire on how AI is reshaping contact center roles, improving scheduling flexibility, and enhancing customer service efficiency.

Melissa Copeland shares insights in InformationWeek on how to design exceptional customer experiences by aligning customer, company, and employee perspectives.

Melissa Copeland contributes to CMSWire’s guide on Automatic Call Distribution (ACD), offering expert insights on how ACD improves agent efficiency and customer satisfaction.

Melissa Copeland contributes to CXDive’s coverage of how Brightcove used generative AI to transform customer support. A look at real-world impact and strategic applications.

Melissa Copeland shares insights in AP News on how contact center teams can maintain great customer service during the holidays—even when facing stress and difficult interactions.

A failed Office Depot order shows how traditional automation falls short—and how agentic AI could have saved the sale by resolving issues proactively and contextually.

From desk phones to cloud-native platforms, this article breaks down SaaS, UCaaS, and CCaaS—and why the shift to cloud is redefining how contact centers operate.

A 5K run at CCW turned into a candid conversation about AI, tech stacks, and the real challenges of adoption. Sometimes, the best insights come from unexpected places.

Early adopters of AI in contact centers reveal what works, what doesn’t, and how to build a roadmap for successful implementation, adoption, and measurable impact.

AI is transforming customer service roles—but it’s not about replacing people. Learn how to implement AI with empathy, clarity, and a plan that supports your team through change.

Implementing new contact center tech is just the beginning. Learn how to build a support model that keeps your platform running smoothly and prepares your team for long-term success.