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Josh Carter

Head of CX Strategy

Josh Carter is a CX strategy lead focused on building unified support operations that blend human teams and AI agents to improve resolution quality and efficiency.

Analysis

Josh Carter

min read

Jan 29, 2026

Five9 API & Technical Platform 2026: What Architects Need to Know | InflectionCX

Five9's admin APIs are still SOAP, AI features have no programmatic APIs, and WFM has zero API surface. The technical deep dive for architects evaluating Five9.

Josh Carter

min read

Jan 29, 2026

Five9 API & Technical Platform 2026: What Architects Need to Know | InflectionCX

Five9's admin APIs are still SOAP, AI features have no programmatic APIs, and WFM has zero API surface. The technical deep dive for architects evaluating Five9.

Josh Carter

min read

Jan 29, 2026

Five9 API & Technical Platform 2026: What Architects Need to Know | InflectionCX

Five9's admin APIs are still SOAP, AI features have no programmatic APIs, and WFM has zero API surface. The technical deep dive for architects evaluating Five9.

Signals

Josh Carter

min read

Feb 16, 2026

QA is moving from sampling to coverage

Random reviews cannot keep up with hybrid volume, so teams are redesigning quality from the ground up.

Josh Carter

min read

Feb 16, 2026

QA is moving from sampling to coverage

Random reviews cannot keep up with hybrid volume, so teams are redesigning quality from the ground up.

Josh Carter

min read

Feb 16, 2026

QA is moving from sampling to coverage

Random reviews cannot keep up with hybrid volume, so teams are redesigning quality from the ground up.

Josh Carter

min read

Feb 10, 2026

Knowledge is becoming the bottleneck

If answers are inconsistent, it is a knowledge system problem, not an agent problem.

Josh Carter

min read

Feb 10, 2026

Knowledge is becoming the bottleneck

If answers are inconsistent, it is a knowledge system problem, not an agent problem.

Josh Carter

min read

Feb 10, 2026

Knowledge is becoming the bottleneck

If answers are inconsistent, it is a knowledge system problem, not an agent problem.

Josh Carter

min read

Feb 6, 2026

Personalisation is becoming operational

Customers want recognition, but teams need governance to deliver it safely.

Josh Carter

min read

Feb 6, 2026

Personalisation is becoming operational

Customers want recognition, but teams need governance to deliver it safely.

Josh Carter

min read

Feb 6, 2026

Personalisation is becoming operational

Customers want recognition, but teams need governance to deliver it safely.

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