Dave Michels

Boulder, Portugal, United States

Founder and Lead Analyst at TalkingPointz

Founder of TalkingPointz. Enterprise Comms Pro. TalkingPointz Insider Report. #CX #UCaaS @NoJitter Want to converse? Find me on LI.

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Articles

TalkingPointz Deep Dive: EC25

1 week ago | talkingpointz.com | Dave Michels |Click Nathan

Enterprise Connect provides an excellent opportunity for an annual snapshot of the industry. Ok, maybe this report is too long. Sorry. Enterprise Connect provides an excellent opportunity for an annual snapshot of the industry. Ok, maybe this report is too long. Sorry.... orNot everything in life is free. TalkingPointz has no ads, so some content and reports are limited to subscribers. Itâ€™s an exclusive club, yet is currently accepting new members. Subscriber content is unfiltered and opinionated.
No One Wants Hyper-Personalized CX

1 week ago | nojitter.com | Dave Michels

We hear a lot of buzz about "personalization" in customer service these days. Companies are touting their ability to tailor the customer experience to each customer. Personalization lives on a spectrum. The basic IVR, for example, can route all callers requesting service to the same queue, and that’s a blunt form of personalization. As more and more of our CX interactions are digitized, customers provide more clues on what’s important to them.
Agentic AI and the Curious Case of Commander Data

1 week ago | talkingpointz.com | David J. Danto |Click Nathan |Dave Michels

There’s a curious linguistic twist happening in the way we talk about artificial intelligence. As the hype cycles roar on, we’ve started labeling our tools and technologies with increasingly human-sounding traits. One of the buzziest terms in this transformation is “agentic” — a word that sounds freshly coined but actually has deep roots in psychology and philosophy.
Insider Report April 2025

2 weeks ago | talkingpointz.com | Dave Michels |Click Nathan

Curated Enterprise Communications News and Insights from April 2025Curated Enterprise Communications News and Insights from April 2025FeaturedThis month’s big milestone was the first 100 days of Trump’s second term as president. Most agree that it is likely the most consequential of any in modern history. It’s been an intense 100 days that have introduced change, panic, and uncertainty. The American People voted for significant change, and it has arrived (mostly in April).
Verint Called – It Wants Its Callbacks

2 weeks ago | nojitter.com | Dave Michels

The original callbacks concept was that the system would place you on a virtual hold and call you back when it was your turn. Verint believes it can take the callback solution to the next level with AI. Once while we were waiting in line to give money to a bank teller, my mother told me that businesses that make you stand in line insult their customers. Being on hold, or simply being in a queue, is a form of standing in line. Everyone hates waiting for service.
Innovation Showcase 2025

3 weeks ago | talkingpointz.com | Dave Michels |Click Nathan

We selected Four companies for the Innovation showcase at Enterprise Connect 2025. Thanks to AI, textual communications have become central to modern communications. Text has never been more popular than it is now. At Enterprise Connect there is no subtext. We want to see what’s new and exciting in textual communications. Each year, the Innovation Showcase selects a theme within enterprise communications, and this year it’s text.
Don’t Blame the Agentic Agent

3 weeks ago | nojitter.com | Dave Michels

Agentic AI could be the breakthrough everyone wants, but it’s limited by the rigid policies and systems in customer service. Last month at Enterprise Connect, vendors showcased incredible demos where AI agents performed as well as (or better than) human agents. These demos typically involve a frustrated or confused customer who needs assistance. The agentic-AI-powered bot accurately understands the issue and accesses multiple systems that ensure a satisfied customer.
NAB Show 2025 - A Tale of Two Events

1 month ago | talkingpointz.com | David J. Danto |Click Nathan |Dave Michels

If you’re looking for a comprehensive recap of all the products and software suites announced at the just-completed NAB Show – this article ain’t it. Plenty of people have already covered the press releases and booth announcements. For many years now – including this one – the NAB conference has been in search of a cohesiveness that’s been lost to the evolution of the industry.
8×8: Game Set Match

1 month ago | talkingpointz.com | Dave Michels |Click Nathan

8×8 analyst event, TL/DR: 8×8 is on offense, working its UCaaS+CCaaS+CPaaS mojo into customer-focused outcome magic. The company is innovating, excellent at storytelling, and seeing improvements across most metrics. But there’s more to the story, and it’s not just an 8×8 story. It was a thought-provoking event for me. The industry is changing rapidly. Enterprise comms is simultaneously imploding and exploding. Southampton? Last year, 8×8 hosted its analyst event at the San Diego Zoo. That was clever.
Insider Report March 2025

1 month ago | talkingpointz.com | Dave Michels |Click Nathan

Curated Enterprise Communications News and Insights from March 2025Curated Enterprise Communications News and Insights from March 2025FeaturedThe bombing in Yemen turned out to be much more explosive than US government officials had intended. The accidental inclusion of a reporter in the group chat is what’s known in clandestine circles as an “oops.” Watching this unravel has been filled with shock and awe.