Josh Streets is Founder and CEO of Scoreboard Group Consulting, as well as a Sr. Certified Consultant for ICMI. He has spent the last 20+ years in contact center leadership, executive leadership, consulting and advisory. He is widely known as a thought leader in the industry, working alongside many of today's leading brands. Transformation and modernization of customer and employee experiences has been his career long purpose. Josh's engagements traditionally meet at the intersection of CX, AI, Ops & I.T. He is a strategist at heart, who enjoys being the liaison between executives to assess, create and deliver strategy + tactics toward best in class CX. Josh is a sought-after speaker who has presented at many leading industry events over the years including Execs in the Know, ICMI Expo, Quality & Training Conference, GTACC Roundtables, Service Management World, etc. You can always find his most recent thoughts and opinions on the future of contact centers and AI via LinkedIn.