Cognigy's CX Disruptors Series Returns with Season 2: Masters Series – CX Forecasts 2024

4 min read
Jessica Gopalakrishnan
Media contact: Jessica Gopalakrishnan January 10, 2024

Nine of the Most Influential Voices in the Customer Service Industry Weigh In on What to Watch Out for This Year 

Düsseldorf, San Francisco | January 9, 2024 Cognigy, a global leader in AI-driven customer service solutions leveraging Conversational and Generative AI, is excited to announce the return of its highly acclaimed CX Disruptors series. Titled "Masters Series: CX Forecasts 2024," this second season promises to provide invaluable insights into the future of customer experience (CX) from the most influential voices in the customer service industry. 

Season 2 is designed to help Customer Service, Contact Center, and CX leaders stay ahead of the curve, with episodes highlighting significant shifts and learning experiences from 2023. Topics will include the rise of Generative AI, the growing demand for self-service options, and key trends that should be top of mind. 


Episodes will feature: 

  • Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC
  • Dave Michels, Lead Analyst, TalkingPointz
  • Robin Gareiss, CEO and Principal Analyst, Metrigy 
  • Jon Arnold, Principal of J Arnold & Associates 
  • Zeus Kerravala, Founder and Principal Analyst, ZK Research
  • Blair Pleasant, President & Principal Analyst, COMMfusion LLC
  • Juanita Cowley,CEO & Founder, Solid Rock Consulting
  • Nicolas de Kouchkovsky, Principal Analyst, CaCube Consulting
  • Philipp Heltewig, CEO and Co-founder, Cognigy

"This CX Disruptors' season isn't just about technology; it is comprised of real conversations on the profound impact of digital innovation on customer service, providing concrete strategies for businesses to adapt and thrive," said Alan Ranger, VP of Marketing at Cognigy.


Season 2 episodes will be released starting January 10 and will conclude with Cognigy’s perspective on February 1, 2024. 


To watch episodes and learn more about the CX Disruptors series, visit