Three Takeaways from Customer Connect Expo

John Just — Mon, 14 Sep 2026 21:05:28 GMT

I recently attended Customer Connect Expo in Atlanta and had some terrific conversations with people across the customer experience space.

Yes, AI was everywhere. That wasn't surprising.

What caught my attention was how much the conversation has matured.

We're moving beyond Will AI replace jobs? and even beyond How much can we automate? The better question has become: How do we use AI to create a better experience for both our customers and our employees?

Here are my three biggest takeaways.

Why AI Role-Play Changes the Relationship Between Training and Assessment

John Just — Fri, 24 Jul 2026 18:15:58 GMT

Every time I talk with learning and development leaders about AI-driven role-play simulations, the conversation eventually lands in the same place.

"So, are these training, or are they assessments?"

It's a fair question, but I think it's the wrong question.

RemoteBridge Blog

Three Takeaways from Customer Connect Expo

Why AI Role-Play Changes the Relationship Between Training and Assessment