CMP Launches Executive Training to Tackle AI Implementation Gaps

The program arrives as industry pressure mounts to modernize contact centers while preserving employee morale and customer trust. CMP President Mario Matulich noted that the industry is past the experimentation phase, citing a critical need for implementation frameworks rather than generalized AI advocacy. To address this, the debut sessions will focus specifically on managing an AI-augmented workforce and building self-service roadmaps for customer experience.

Industry veterans Lance Gruner, formerly of Mastercard, and Geoff Burbridge, formerly of Capital One, will lead the inaugural sessions. They will utilize proprietary diagnostic tools and benchmarking data to guide participants through real-world scenarios. Unlike standard conference presentations, the program provides attendees with actionable assets, including scenario planning templates and take-home workbooks intended for immediate deployment within their own organizations. Burbridge emphasized that the initiative treats AI adoption as a leadership challenge rather than a purely technical hurdle, aiming to help executives translate emerging technology into tangible business outcomes.