Technology

Centrical Unveils Employee Performance Experience at Customer Contact Week Las Vegas 2023

Published

3 years ago

June 20, 2023

Centrical, a category-leading, global software as a service company, releases Employee Performance Experience at Customer Contact Week in Las Vegas. Today, frontline employees expect “more recognition, opportunities to learn, fair treatment, clearer goals and better managers”. (Gallup State of the Global Workplace: 2023 Report) Organizations must adapt their technology to meet these expectations. Great customer experiences are driven by great employee experiences, which is where performance experience comes in.Generative AI is rapidly disrupting the workplace, and organizations must keep pace to enable the frontline worker of tomorrow.

NEW YORK and LONDON and TEL AVIV, Israel, June 20, 2023 /PRNewswire/ — Centrical, a global SaaS company, and the pioneer and leader of Performance Experience Management (PXM), today announced the unveiling of its revolutionary Employee Performance Experience methodology and platform, including a definitive guide.

Generative AI is rapidly disrupting the workplace, organizations must keep pace to enable the frontline worker.

The Performance Experience methodology is a groundbreaking approach to improving operational performance and customer experience by personally guiding frontline employees across every stage of the employee lifecycle. The methodology includes four distinct strategies that can be applied across the employee journey to deliver a better customer experience, reduce operating costs, improve service, quality, and sales, retain talent, and increase employee lifetime value.

As the digital landscape continues to evolve through generative AI, next-generation automation, and other technological advances, organizations must provide an employee performance experience to future-proof their frontline talent and ensure their agents are equipped with the knowledge, skills, and behaviors they need to deliver remarkable customer experiences today and in the future.

Performance management practices of the past are no longer relevant. An increasing number of organizations are recognizing the impact of their frontline employees’ experience on the customer experience. In our 2023 Trends Report, 46% of respondents reported that aligning with team goals is a top challenge followed by meeting overall metrics (44%), and motivating and engaging employees (40%). Organizations must modernize their approach to one that is human-focused and employee-centric. Rather than “manage” from the top down, organizations must put their employees at the center and for this to happen they must redesign the employee experience to a personalized one.

The Centrical Performance eXperience platform is designed to help organizations meet these expectations by combining the power of AI with human intelligence to guide frontline employee success. The platform provides a unified employee experience with real-time performance management, adaptive microlearning, AI-powered coaching, quality management, and VoE.

“Today, generative AI is revolutionizing the way people work, especially frontline agents. AI is not just automating existing processes but stands to completely transform the agent experience – creating augmented experiences that will require employees to harness new tools and access knowledge in new ways. Frontline workers will require a level of talent that was not required in the past. Organizations must transform their operations to meet these new realities. This is why we felt it was critical to share our proven approach and best practices learned from our work driving frontline performance experience transformations for the world’s biggest brands.” – Gal Rimon, CEO and Founder, Centrical

To learn more about the performance experience methodology and how it can support your business transformation, download the definitive guide to employee performance experience.

Centrical at Customer Contact Week (CCW) Las Vegas
Centrical will be exhibiting at Customer Contact Week (CCW) Las Vegas, the world’s largest customer contact event from June 19-22 at Caesars Forum, Las Vegas. Visit Booth #927 for a live, interactive PXM demonstration, hear from industry leaders, participate in exciting giveaways, and join the car race to win a PS5, Atari Flashback, and ReMarkable tablet.

About Employee Performance Experience

The performance experience methodology is an employee-centric approach to performance that meets the expectations of today’s employees while driving business success. The methodology includes four strategies:

Align: Set employees up for success by aligning them with their goals and making their progress visible so they are clear on expectations. Engage: Create a sense of purpose, build meaningful connections, and make the experience rewarding to motivate employees and keep them invested in their individual, team, and business success.Perform: Provide employees with the knowledge, skills, and support they need, in the moment they need it, to empower them to reach peak performance. Optimize: Continuously re-align, listen, and respond to employees to ensure their needs are being met and that their experience is efficient and frictionless.

Each strategy includes actionable steps across the entire employee lifecycle from onboarding to nesting, production, and transition.

Centrical is the first AI-driven Performance eXperience platform.

For more information:

Employee Performance Experience Definitive Guide to Employee Performance Experience Speak to a Performance Experience Expert

About Centrical

Centrical is an AI-powered employee Performance eXperience platform that drives best-in-class customer experiences for the world’s leading brands through frontline agent success and growth. The platform provides a unified employee experience with real-time performance management, adaptive microlearning, AI-powered coaching, quality management, and VoE, through a gamified solution to help organizations improve productivity and sales, reduce costs, lower attrition, and increase customer satisfaction.

Centrical was founded in 2013 and serves customers in 150 countries in 40 different languages. Centrical has offices in New York, Tel-Aviv, and London and customers include leading multinational enterprises such as Microsoft, Teleperformance, Synchrony Financial, and more.  

About Customer Contact Week

Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. With an optimized balance of conference and expo, CCW is the place where customer care, CX, and contact center leaders come together. In 2018, we introduced our new look as Customer Contact Week. CCW brings together 3,000+ attendees, 200+ expert speakers, 150+ solution providers, for four days of learning, networking, brainstorming & innovating at Caesars Forum in Las Vegas. CCW is brought to you by the Customer Management Practice (CMP) – a complete research, marketing and business development partner, and resource hub to the customer management sector. https://www.customercontactweek.com/

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SOURCE Centrical

Technology

The Inner Circle acknowledges Colleen Reilly as a Pinnacle Professional Member Inner Circle of Excellence

Published

4 hours ago

April 24, 2026

PORT ST. JOE, Fla., April 24, 2026 /PRNewswire/ — Prominently featured in The Inner Circle, Colleen Reilly is honored as a Pinnacle Professional Member Inner Circle of Excellence for her contributions to Transforming Catering and Event Services in Northwest Florida.

Since 2015, Colleen Reilly has served as founder and CEO of Catering Connections, a company that has redefined catering in Northwest Florida’s beach communities through innovation, collaboration, and community focus. Guided by her motto “Just one call feeds them all,” Ms. Reilly established a unique model by partnering with local restaurants to showcase their specialties, fostering unity among businesses while providing clients with one-of-a-kind event experiences.

With over 15 years of industry expertise, Ms. Reilly specializes in coordinating weddings, family reunions, and corporate events, managing every detail from client consultation to menu planning and flawless execution. Her dedication to service has earned Catering Connections multiple recognitions, including the Couples Choice Award from WeddingWire from 2021 to 2025, the Best of Florida Award from 2022 to 2024, and the Lux Life Hospitality and Catering Award in 2023 and 2024.

Ms. Reilly’s career foundation includes an associate degree in paralegal studies, magna cum laude, from Volunteer State College, a reflection of her meticulous approach to detail and commitment to excellence. Beyond her business, she serves her community as a board member of the Historic St. Andrews Waterfront Partnership and as president of Friends of the Governor Stone Inc., a nonprofit dedicated to preserving maritime heritage in Panama City. Her previous civic contributions include serving five years as a guardian ad litem, advocating for children within the legal system, and volunteering as a school chaperone for international student trips.

A leader who blends innovation with service, Ms. Reilly continues to grow Catering Connections while deepening her commitment to the local community. Looking ahead, she remains dedicated to expanding her company’s impact, bringing people together, and creating meaningful experiences through food and fellowship.

Contact: Katherine Green, 516-825-5634, editorialteam@continentalwhoswho.com

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SOURCE The Inner Circle

Technology

Media Contributor Kianga Moore to Host Executive Media Roundtable On AI’s Transformational Impact in Retail

Published

4 hours ago

April 24, 2026

Leaders from AdFury.ai, Vendormint, and New Nexus Group to Explore Real-Time Decision-Making, Resilience, and Growth in a Volatile Market

NEW YORK, April 24, 2026 /PRNewswire/ — As retailers navigate ongoing economic uncertainty, supply chain volatility, and rapidly shifting consumer expectations, the upcoming convening of a high-level roundtable discussion will examine how artificial intelligence is reshaping the retail landscape in real time.

Moderated by Media Contributor Kianga Moore, to be held on Wednesday, April 29 at 11h00am (EST), the roundtable will bring together senior leaders from AdFury.ai, Vendormint and New Nexus Group to discuss how modern enterprise platforms are leveraging AI to drive agility, efficiency, and long-term resilience across the retail ecosystem.

The discussion will additionally focus on how AI is enabling retailers to respond dynamically to changing demand signals, optimize marketing investments, and strengthen interoperability across increasingly complex vendor and marketplace networks.

“Retailers today are operating in a constant state of disruption”, stated Kianga Moore. “This roundtable will explore how AI is not just a tool for efficiency, but a strategic asset for anticipating change and building more resilient, adaptive American enterprise.”

Key discussion topics will include remarks on how, for example, enterprise AI platforms are helping retailers respond instantly to fluctuations in consumer demand, pricing pressures, and external supply chain disruptions and the role of AI in enhancing interoperability across vendors, partners, and marketplaces to create more agile and resilient retail infrastructures in 2026.

Rob Gonda, Chief Technical Officer at Vendormint, stated that, “Interoperability is the backbone of modern retail. AI enables seamless communication between platforms, vendors, and marketplaces—turning fragmented systems into cohesive, responsive ecosystems that can adapt under pressure.”

Discussion topics will also include machine learning’s ability to optimize ad spend, improving personalization, and delivering measurable ROI while maintaining brand trust and regulatory compliance.

Eric Howerton, Co-Founder and Chief Growth Officer of AdFury.ai, added that,”AI is fundamentally changing how brands approach customer acquisition. By leveraging machine learning through fine-tuned, retail-specific agentic flows, we can not only optimize ad spend in real time, but we can also ensure messaging is personalized, compliant, and aligned with evolving consumer expectations.”

And indeed the roundtable will include discussions on how AI-powered predictive analytics can help businesses anticipate economic, technological, and geopolitical disruptions ahead—and plan accordingly.

Cheryl Yarbrough, Vice President of Partnerships at New Nexus Group added that, “Resilience in retail is no longer built in quarterly planning cycles-it’s built in real time. AI gives organizations the ability to identify disruptions before they cascade, pivot strategies before momentum is lost, and maintain continuity when the market moves faster than any human team can react alone.”

The roundtable will be held via Zoom TeleConference, with questions from the press and key stakeholders to follow opening remarks and a 30-minute Q&A between the moderator and the panelists.

For all media inquiries and to register to attend, please contact: Sam Amsterdam, Amsterdam Group Public Relations Inc. – Sam@AmsterdamGroup.net / +1 (202) 910-8349

Vendormint (https://vendormint.com)New Nexus Group (https://www.newnexusgroup.com)AdFury.ai (https://www.adfury.ai)

Samuel Amsterdam
Communications Counsel
Vendormint
samuelamsterdam@gmail.com

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SOURCE Vendormint

Technology

Fairway Home Mortgage Earns Prestigious USA TODAY Top Workplaces Award For 6th Consecutive Year

Published

5 hours ago

April 24, 2026

Fairway CEO Steve Jacobson Named #1 Leadership Award Winner of Companies With 2500+ Employees

MADISON, Wis., April 24, 2026 /PRNewswire/ — Fairway Home Mortgage announced that it has earned the prestigious 2026 USA TODAY Top Workplaces award. This is the sixth year in a row Fairway achieved this honor.

The award honors organizations with 150 or more employees that have created exceptional, people-first cultures. This year, more than 40,500 organizations were invited to participate. The winners are recognized for their commitment to fostering a workplace environment that values employee listening and engagement. USA TODAY showcased the winners at the National Awards Summit in Nashville. Watch the video of the event here.

“Being recognized with this award reflects Fairway’s commitment to bringing our people together face-to-face,” said Fairway’s CEO and Founder Steve Jacobson. “Companies are better when their people are around each other. People need each other and they learn from each other, and we’re very intentional about creating opportunities for in-person collaboration at Fairway.”

Jacobson demonstrated that in-person collaboration when he traveled to Knoxville this week with Fairway Senior Vice President Dan Richards to spend time with one of Fairway’s branches and their local real estate partners. “We engaged in real conversations about the market, discussed what people are seeing on the ground, and talked about how Fairway keeps showing up for clients,” said Richards. “It’s a reflection of the same hands-on approach that has defined Fairway’s culture for more than two decades.”

“To be named a Top Workplace for six consecutive years speaks to Fairway’s leadership, our mindset, and the empowerment of our staff,” said Fairway’s Chief People and Engagement Officer Julie Fry. “Our strength isn’t just what we offer employees. What sets a top workplace apart is the daily commitment to people—prioritizing connection, valuing contributions, and creating an environment where employees feel energized to serve because they feel valued first.”

The winners are determined by authentic employee feedback captured through a confidential survey conducted by Energage, the HR research and technology company behind the Top Workplaces program since 2006. The results are calculated based on employee responses to statements about Workplace Experience Themes, which are proven indicators of high performance.

“Earning a USA TODAY Top Workplaces award is a testament to an organization’s credibility and commitment to a people-first culture,” said Eric Rubino, CEO of Energage. “This award, driven by real employee feedback, is more than just a recognition — it’s proof that your employees believe in the organization and its leadership. Job seekers and customers look for this trusted badge of credibility and excellence. It signals a company that values its people, and that kind of culture resonates in today’s competitive market”

About Fairway Home Mortgage
Madison, WI- and Carrollton, TX-based Fairway Independent Mortgage Corporation (NMLS #2289) is a full-service mortgage lender licensed in all 50 states. Fairway is the #2 overall retail lender in the U.S.

About Energage
Making the world a better place to work together.™
Energage is a purpose-driven company that helps organizations turn employee feedback into useful business intelligence and credible employer recognition through Top Workplaces. Built on 20 years of culture research and the results from 30 million employees surveyed across more than 80,000 organizations, Energage delivers the most accurate competitive benchmark available. With access to a unique combination of patented analytic tools and expert guidance, Energage customers lead the competition with an engaged workforce and an opportunity to gain recognition for their people-first approach to culture. For more information or to nominate your organization, visit energage.com or topworkplaces.com.

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SOURCE Fairway Home Mortgage