Jim Cubby

Background

About Jim Cubby

With over 20 years of experience in the contact center industry, I am passionate about helping clients optimize and augment their current customer experience assets and guiding them through their cloud migration and adoption journey. As a Strategic Accounts Director at Waterfield, my team leverages a consultative, platform-agnostic approach, that focuses on the desired business outcomes. We perform an in-depth series of workshops to clearly articulate the underlying use cases and business/IT requirements. This information is incorporated into a CX/AI Assessment & Gap Analysis, so the client can choose to augment and optimize their in-place systems or proceed to have other CX platforms evaluated and vetted. The result is a customer-first design through adoption and operational excellence experience. We're in the business of rendering agile CX Solutions that empower agents & staff with real tools, reduce churn and costs, increase revenue and customer satisfaction, while enabling a smarter human workforce utilization. We combine service design elements with strategic consulting input to formulate the appropriate recommendations of technology, tools and processes necessary to achieve operational excellence. I've found this to be imperative to deliver transformative contact center solutions and experiences.