Reimagining contact centers through the power of people and technology.
Josh Gadberry is the Vice President of Operations and Operations Lead for KellyConnect with over 19 years of experience developing, implementing, and leading customized, innovative BPO solutions for brick and mortar and home-based agent delivery models. An expert in customer support operations including large multi-scope outsourced operations for a leading Fortune 20 company and multiple Fortune 500 companies, Josh delivers continuous process improvement, workforce optimization, fiscal management, and performance excellence. Josh holds a BS degree in Marketing from Northern Kentucky University, has served on the International Customer Service Association, and received his Six Sigma Greenbelt training from Villanova University.
Tuesday, December 9th
4:30 PM Rethinking the Human-Technology Connection in 2026
Businesses everywhere are racing to deploy AI, but too often they overlook a common pitfall: technology must serve people, not add complexity. As AI reshapes customer support, the real differentiator is not automation—it’s the humans behind it.
- Why onboarding the wrong tech can damage customer trust
- How to leverage AI for proactive, emotionally intelligent service
- What defines the new “super-agent” and how to empower them
- How flexible, employee-centered cultures drive better CX outcomes
