Tech + Tequila
Beyond the Phone: How AI and Omnichannel Communication Are Changing Customer Experience
What happens when your customers expect to reach you by phone, text, chat, video, and every channel in between — and they expect you to remember the conversation no matter where it started? In this episode of Tech + Tequila, Kat Lopez Shelby (Techie Chica) sits down with Jamie DeWitt, VP of Sales for the Central Region at Vonage, and Tabitha Sims, Senior Regional Channel Manager for the Central Region at Vonage, for a real-world conversation about the future of business communications. Vonage has come a long way from its early reputation as a traditional VoIP phone provider. Today, the conversation is about much more: unified communications, contact centers, APIs, AI, automation, and creating a truly connected customer experience. The problem? Businesses often end up with a “Frankenstein” tech stack — different platforms, disconnected channels, and customer information scattered everywhere. And when a customer starts a conversation in chat only to be told to call and explain everything all over again, that disconnect becomes their problem. Kat, Jamie, and Tabitha break down how businesses can bring those conversations together, create a more seamless omnichannel experience, and use AI to improve efficiency without making customers feel like they're trapped talking to a robot. In this episode, they talk about: Why modern customer communication is about much more than phone calls The evolution of Vonage beyond traditional VoIP How disconnected systems can hurt the customer experience Creating a true omnichannel customer journey Why businesses don't necessarily need to replace their entire tech stack at once How AI can improve efficiency, automation, personalization, and cost savings Finding the right balance between AI and human connection Why customers care less about the technology behind the scenes and more about whether it simply works No tech jargon. No complicated explanations. Just real conversations about technology, business, customer experience — and, of course, maybe a little tequila along the way.
