When we conduct contact center business discoveries, we generally focus most intensely on process and technology issues. It is imperative that we do this, however, without overlooking the human component of the customer experience.

We need to also think about engineering the human experience. Our recommendations around process and technology are helpful, but they are incomplete without any attention given to evolving those "carbon based units" in a way that best reflects the business mission, vision, and values.

Thank you, Zack, for using this wonderful analogy to make another important point around customer experience in the contact center.