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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.

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.