Ray Valentine

The numbers say it all: 📊 J.D. Power’s 2025 CSI study shows appointment wait times are the longest they’ve been in years. 🛠️ 12% of repairs aren’t fixed right the first time — and only half of those customers return. 🚪 For 12% of customers, one bad service visit is enough to defect altogether. In his latest article, James Goldberg, SVP of Business and Client Development at Percepta digs into why service advisors are stretched so thin and how outsourcing scheduling, follow-ups, and warranty claims can take the pressure off while improving consistency across dealerships. This isn’t just about saving time. Even modest improvements in fill rates or warranty processing, when scaled across hundreds of rooftops, can add up to millions in revenue. ⬇️ Link in comments. https://lnkd.in/g-a4vYvX #PerceptaPerspectives #CustomerExperience #ServiceDrive #AutoCX #PerceptaPulse

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Our fifth-generation edge device lets you rapidly and virtually add new services, eliminating truck rolls and long wait times. Hear more from our VP of Strategy and Technology Adoption Christopher Bonavita in an interview with analyst Zeus Kerravala. View the full interview here: https://lnkd.in/eBrNG3xG. #TechTalk #EdgeComputing #ServiceAgility #ZKast #GTT

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Shadow IT isn't your enemy, it's your employees showing you where you're failing them. This week on The Bridgecast at Tech Summit 2025, Chris MacFarland from Comcast Business and Gary Sorrentino from Zoom revealed why ChatGPT becoming the fastest-growing shadow IT app signals opportunity, not threat, and how the workplace revolution is accelerating beyond most leaders' comprehension. Here's what they covered: 🤖 The Shadow IT Wake-Up Call - When employees use ChatGPT on phones to write reports in 30 seconds that would take hours with company tools, that's not rebellion—it's innovation. Gary explains why IT departments must embrace this curiosity or become irrelevant. Your employees will solve problems with or without permission; the question is whether you'll channel that energy productively. 👥 The Five-Generation Myth - It's not about distinct generational cohorts anymore. Gary reveals we're all becoming hybrid workers, learning from both older and younger colleagues. The real problem? The future isn't represented in leadership rooms. Gen Z should be telling us how to design their world, not the other way around. 🏢 The Great Disconnect - Companies mandate four office days, employees show up for two, and nobody admits the emperor has no clothes. Chris shares how Comcast employees secretly relocated states while "working from home." Traditional management is already dead; we're just waiting for leadership to catch up. 🤖 Your Next Coworker Is Code - 10% of employees will report to bots by 2030, and Chris predicts general-purpose robots will transform workplaces faster than we imagine. This isn't science fiction—it's a massive cultural shift that terrifies older generations while exciting innovators. The biggest insight? We're entering an age of abundance where hyper-efficiency will collapse the gap between economic classes, and our industry will make it happen. LISTEN/WATCH HERE: Apple: https://apple.co/3LpwW5p Spotify: https://bit.ly/4oqis41 YouTube: https://bit.ly/4hGwlbA #TheBridgecast #FutureOfWork #ShadowIT #AICoworkers #TechSummit2025

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Your system needs to work—flawlessly—every time. Hybrid teams can’t get by on basic meeting tools. They need meeting environments that remove friction, protect your content, and help people actually collaborate — not just connect. We partner with Ohio Valley Audio Visual LLC and Lenovo ThinkSmart solutions to turn meeting rooms into connected, high-performing spaces built for the modern workplace. The difference isn’t just getting it to work — it’s presenting excellence every time the room is used. Smarter meetings. Measurable productivity. Discover how these solutions can fit your space and workflow. #SmartCollaboration #ModernWorkplace #AIRooms https://lnkd.in/gF_HHn_5

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Once saw an instance where a contact center had 12 different tools "talking" to each other. The agent spent a solid 30 seconds bouncing between screens just to see the customer's order history. Tool A connects to Tool B, which pulls from Tool C, which syncs with Tool D. By the time information travels that chain, it's either outdated, incomplete, or just plain wrong. 🛑More integrations ≠ better experience.🛑 The best teams I know? They're not adding more tools. They're done with Frankenstein tech stacks. (franken...stacks?) They're ripping out the complexity and starting fresh with a platform that actually makes agents FASTER, not slower. A platform with CRM-first architecture where customer context flows instantly to agents without the tab-switching nightmare! One interface, one complete customer view. (COUGH ujet.cx COUGH) Because customer context should be instant, not an archaeological dig through 6 different systems. Interested in this topic? swell, you might want to dive into these for further reading: 🔗 CX Myth 4: The More Customer Data Tools You Integrate, The Better Your Stack https://lnkd.in/de76w4Ze 🔗 5-Minute CX Playbook: Cut the Tab Trap https://lnkd.in/dtHMsnxC #CXTech #ContactCenter #SystemIntegration #AgentExperience What's the most ridiculous integration chain you've seen in a contact center? 🤡

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Stop treating UC like a side quest. It’s your competitive advantage. ​I’m helping MSPs ditch the "generic" headaches and move to a high-performance UC platform that just works. We’re talking elite-tier UC services backed by SIP trunking that actually stays up when it matters. ​Need rock-solid 3CX or Epygi hosting? Tired of SIP providers that over promise and under-deliver? ​DM me. I’ll own the tech stack so you can own the business. 🚀 ​#UCisFUN #SIPtrunkingislikeDonutDunking #VoIPVivalavidaloca #MSPGrowth #TelecomOps

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