--- title: "Customer Care in a “Transhuman Era” | Guest: Garrison Macri" description: Technology is impacting every aspect of our lives from home shopping, home deliveries, video streaming, voice activated home hubs, to kids paying to watch their favorite gamers … well play Video Games image: https://resources.benchmarkportal.com/hubfs/Customer-Care-in-a-%E2%80%9CTranshuman-Era%E2%80%9D.png --- - [My Account](https://www.benchmarkportal.com/my-account/edit-account/) - [Upcoming Courses](https://www.benchmarkportal.com/upcoming-contact-center-certification-training-courses/) - [Discover](https://www.benchmarkportal.com/discover-us/) - [Store](https://www.benchmarkportal.com/store/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) [![bmp-logo-source-below](https://resources.benchmarkportal.com/hs-fs/hubfs/bmp-logo-source-below.png?width=196&height=64&name=bmp-logo-source-below.png)](https://www.benchmarkportal.com) - [BMP ConneX](https://www.benchmarkportal.com/bmp-connex/) - [Technology](https://www.benchmarkportal.com/bmp_connex_tech/) - [Case Studies](https://www.benchmarkportal.com/bmp-connex-case-studies/) - [Benchmarking](https://www.benchmarkportal.com/contact-center-benchmarking/) - [Benchmark Your Center](https://www.benchmarkportal.com/benchmark-your-contact-center/) - [Top Contact Centers Contest](https://www.benchmarkportal.com/top-contact-centers-contest/) - [iBenchmark](https://www.benchmarkportal.com/ibenchmark/) - [Industry Reports](https://www.benchmarkportal.com/contact-center-industry-reports/) - [Certification](https://www.benchmarkportal.com/contact-center-certification/) - [Assessments](https://www.benchmarkportal.com/contact-center-assessments/) - [Training](https://www.benchmarkportal.com/contact-center-training/) - [AI in the Contact Center](https://www.benchmarkportal.com/ai-for-contact-center-professionals-certification/) - [Management Certification](https://www.benchmarkportal.com/contact-center-manager-training-certification/) - [Supervisor Certification](https://www.benchmarkportal.com/contact-center-supervisor-training/) - [Quality Assurance Certification](https://www.benchmarkportal.com/call-center-quality-assurance-training-certification/) - [Workforce Manager Certification](https://www.benchmarkportal.com/contact-center-workforce-manager-training-certification/) - [Coaching for Performance](https://www.benchmarkportal.com/contact-center-coaching-for-performance/) - [Agent Certification](https://www.benchmarkportal.com/call-center-agent-training-certification/) - [Agent Soft-Skills](https://www.benchmarkportal.com/contact-center-agent-soft-skills-training/) - Learning Chanel - [Call Center Learning Channel](https://www.benchmarkportal.com/call-center-learning-channel/) - [Call Center Learning Channel Plus](https://www.benchmarkportal.com/call-center-learning-channel-plus/) - [Resources](https://www.benchmarkportal.com/resources/) - [Publications](https://www.benchmarkportal.com/contact-center-publications/) - [Mastery eBook Series](https://www.benchmarkportal.com/contact-center-training-free-downloads/) - [Blog: Articles & Tips](https://resources.benchmarkportal.com/contact-center-articles) - [Blog: Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) - [Books](https://www.benchmarkportal.com/contact-center-books/) - [White Papers](https://www.benchmarkportal.com/contact-center-white-papers/) - [Research Reports](https://www.benchmarkportal.com/contact-center-research-reports/) - [Glossary of Terms](https://www.benchmarkportal.com/glossary-of-terms/) - - [CallTalk Radio Show](https://www.benchmarkportal.com/calltalk-radio-show/) - [CallTalk Archives](https://resources.benchmarkportal.com/calltalk) - - [News](https://www.benchmarkportal.com/contact-center-news/) - [Contact Centers and COVID-19](https://resources.benchmarkportal.com/covid-19) - [Press Releases](https://resources.benchmarkportal.com/news/tag/press-releases) - [Testimonials](https://www.benchmarkportal.com/contact-center-videos/) - [Videos](https://www.benchmarkportal.com/contact-center-videos/) - [Partners](https://www.benchmarkportal.com/partners/) - [FAQ](https://www.benchmarkportal.com/faq/) - - [Discover Us](https://www.benchmarkportal.com/discover-us/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) - [About](https://www.benchmarkportal.com/about-benchmarkportal/) - [Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # Customer Care in a “Transhuman Era” | Guest: Garrison Macri Technology is impacting every aspect of our lives from home shopping, home deliveries, video streaming, voice activated home hubs, to kids *paying* to watch their favorite gamers … well play Video Games.  Technology developments in the Customer Care world are also developing at a dizzying pace. The increased use of live chat, SMS, Social Channels and Chat Bots in customer care are staggering. Listen as host Bruce Belfiore interviews guest expert Garrison Macri about where all this is leading - - and what managers can do to prepare for, and take advantage of, these trends.  ![Customer-Care-in-a-“Transhuman-Era”](https://resources.benchmarkportal.com/hs-fs/hubfs/Customer-Care-in-a-%E2%80%9CTranshuman-Era%E2%80%9D.png?width=600&name=Customer-Care-in-a-%E2%80%9CTranshuman-Era%E2%80%9D.png) Air Date: Wednesday, March 20, 2019 - 10AM/PT Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal Guest Speaker: Garrison Macri | GTM Advising & Svp global partnerships | Brand Embassy Season: 10 | Episode Number: 3 --- ![Picture1](https://resources.benchmarkportal.com/hs-fs/hubfs/Picture1.png?width=222&name=Picture1.png)Garrison Macri | GTM Advising & Svp global partnerships | Brand Embassy Garrison Macri is a senior executive with over 33yrs experience in Digital Communications for technology partners and enterprises globally.   He has held senior roles at ATT, Telefonica 02, Comverse and Amdocs among others.  He is currently an investor and SVP of Global Partnerships for Brand Embassy, an innovative omni-digital customer care platform company.   Garrison is also founder of G.T.M. Advising, a boutique consulting firm helping digital technology companies build meaningful customer experiences.       ![faculty-bruce-belfiore-3.jpg](https://ci5.googleusercontent.com/proxy/JedweAp-fH5FhbhO0e-TYoaaAV5sRUa2khziUXLnDggXI4ftxCD0KBeZW7zM95Bau34SgvdACxj6-OiJkYAtAiD-35n7p_5AZUFeKXizKs6WTIpN0LD0IVuFMQiXFzozCUBf4c6HPIm6phHbpz2EN3MDopiGH4Vkp-pcvm31_h2OlsXc6BX7XaM1Wo5hrvh2vU_2aGcVxigRMqVr7nt7mM5YoVa2_Nd63qsQTghXRQbGerY_cg=s0-d-e1-ft#http://resources.benchmarkportal.com/hs-fs/hubfs/BMP%20IMAGES/Faculty/faculty-bruce-belfiore-3.jpg?t=1516063325739&width=150&name=faculty-bruce-belfiore-3.jpg "faculty-bruce-belfiore-3.jpg") --- **CallTalk Host: Bruce Belfiore | BenchmarkPortal** Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book *Benchmarking At Its Best for Contact Centers* and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University. --- ![calltalk-ad.png](https://resources.benchmarkportal.com/hs-fs/hubfs/CallTalk/calltalk-ad.png?t=1527263676356&width=168&name=calltalk-ad.png "calltalk-ad.png") *CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. 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If you have a topic you would like us to cover, send it to [CallTalk@BenchmarkPortal.com.](mailto:calltalk@benchmarkportal.com?subject=CallTalk)* Topics: [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 10](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-10), [Transhuman Era](https://resources.benchmarkportal.com/calltalk/topic/transhuman-era), [Customer Care](https://resources.benchmarkportal.com/calltalk/topic/customer-care) ### Improve Your Center [Contact Center Certification](https://www.benchmarkportal.com/contact-center-certification/) [Assessments](https://www.benchmarkportal.com/contact-center-assessments/) [Custom Consulting](https://www.benchmarkportal.com/custom-contact-center-consulting/) ### Compare Your Center [Contact Center Benchmarking](https://www.benchmarkportal.com/benchmark-your-contact-center/) [Industry Reports](https://www.benchmarkportal.com/contact-center-industry-reports/) [Top Contact Centers Contest](https://www.benchmarkportal.com/top-contact-centers-contest/) [Automated Benchmarking](https://www.benchmarkportal.com/ibenchmark/) ### Excel With Training [Management](https://www.benchmarkportal.com/contact-center-manager-certification-training/) [Quality Assurance](https://www.benchmarkportal.com/call-center-quality-assurance-certification/) [Workforce Management](https://www.benchmarkportal.com/contact-center-workforce-manager-certification/) [Coaching For Performance](https://www.benchmarkportal.com/contact-center-coaching-for-performance/) [Supervisor / Team Leader](https://www.benchmarkportal.com/contact-center-supervisor-certification/) [Agent / Customer Service Rep](https://www.benchmarkportal.com/contact-center-agent-training/) [Call Center Campus Week](https://www.benchmarkportal.com/call-center-campus-2/) ### Support & Tools [CallTalk Online Radio Show](https://www.benchmarkportal.com/calltalk/) [Blog: Articles & Tips](https://resources.benchmarkportal.com/contact-center-articles) [Free Mastery Ebook Series](https://www.benchmarkportal.com/contact-center-training-free-downloads/) [Free Glossary of Terms](https://www.benchmarkportal.com/glossary-of-terms/) [Testimonials](https://www.benchmarkportal.com/testimonials/) [News](https://resources.benchmarkportal.com/news/tag/press-releases) [Videos](https://www.benchmarkportal.com/contact-center-videos/) [Books](https://www.benchmarkportal.com/contact-center-books/) [White Papers](https://www.benchmarkportal.com/contact-center-white-papers/) [Research Reports](https://www.benchmarkportal.com/contact-center-research-reports/) [![](https://resources.benchmarkportal.com/hubfs/Backgrounds/Screen-Shot-.png)](https://www.benchmarkportal.com/contact-benchmarkportal/) Copyright © 2026 BenchmarkPortal, LLC     |   [Privacy Policy](https://www.benchmarkportal.com/privacy-policy/)   |   [Directory](https://www.benchmarkportal.com/our-team/)   |   [FAQ](https://www.benchmarkportal.com/faq/)   |   [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/)   |   [Home](https://www.benchmarkportal.com/)