In this episode of Simply CX, host Nicole McKinley sits down with Neil Iversen, Vice President of Professional Services at TTEC Digital, to unpack a real-world airline contact center transformation that reduced average handle time by 30% while dramatically improving agent and traveler experiences. Together, they explore how AI, journey design, and early agent involvement came together to turn one of travel’s most stressful moments into a more human, efficient experience. 

You'll walk away with: 

• How AI-powered context and summarization can radically reduce agent effort and customer frustration  

• Why customer agent experience design is the fastest path to better customer experience outcomes  

• Practical lessons on change management, adoption, and building CX and AI together—not separately  

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens. 

Mentioned in this Episode 

• Neil Iversen, Vice President of Professional Services, TTEC Digital  

• Microsoft Dynamics Customer Service  

• Power Platform, Dataverse, and Copilot capabilities  

• Journey mapping and experience design for contact centers  

• AI-driven routing, summarization, and agent guidance 

🎧 Produced by Larj Media 

📩 For more CX insights, follow Nicole on LinkedIn 

If you have questions or comments about CX email us: SimplyCX@microsoft.com 

Additional Resources 

Guest: Neil Iversen 

Role: VP of Professional Services, TTEC Digital 

Expertise: AI-enabled CX transformation, contact centers, enterprise service design