Jon Lunitz on Human-in-the-Loop AI and Transforming Customer Experience

What happens when AI stops being a buzzword and starts changing how contact centers actually work?Meet Jon Lunitz, the Chief Growth Officer at DATAMARK.Jon talks about his career and how working on both the client and supplier sides helps him understand what businesses really need. He also explains DATAMARK's approach to AI, where technology supports people instead of replacing them.Jon also explores DATAMARK's human-in-the-loop approach, including DataSmart, an AI-powered knowledge tool, and DataScribe, which automates after-call work while analyzing customer sentiment. Looking ahead, Jon argues that contact centers are moving beyond labor arbitrage toward higher-value work, where problem-solving, empathy, and critical thinking become increasingly essential.HIGHLIGHTS[02:04] Jon's Professional Background[04:59] Overview of DATAMARK[07:33] DATAMARK's In-House AI Tools[10:50] Deep Dive into DataSmart[18:01] Capabilities of DataScribe[21:28] AI Impact on Business Models and ROI[27:50] The Future of Contact Centers[35:19] Upcoming DATAMARK DevelopmentsConnect with Jon:LinkedIn: linkedin.com/in/jon-lunitzWebsite: datamark.net/Mentioned in the episode:Blueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown