What is the Human Edge?
CMP Launches CMP Intensives with Geoff Burbridge Joining Advisory Practice
Customer Management Practice (CMP) announces the launch of CMP Intensives, a new executive learning platform designed to help organizations move beyond AI exploration and into practical implementation. As part of the launch, Human Edge Advisory Principal + Founder Geoff Burbridge has partnered with CMP's advisory practice, bringing more than three decades of executive leadership experience in customer operations, transformation, and AI adoption.
Through immersive workshops, research-driven insights, and practitioner-led learning, CMP Intensives will equip leaders with the strategies, frameworks, and operating models needed to successfully integrate AI into their organizations while strengthening workforce capabilities and customer outcomes.
What if AI's biggest impact on customer experience isn't automation... but trust?
I had the opportunity to sit down with Davit Baghdasaryan, Co-Founder + CEO of Krisp, during CCW Las Vegas 2026 for a conversation about where AI is really taking customer experience.
While much of the industry continues to focus on productivity, automation, and cost reduction, we explored a different question:
What happens when AI is being used by both the good actors and the bad actors?
Delivered at Customer Contact Week Las Vegas 2025, this keynote explores why the future of business won’t be defined by the next breakthrough in AI, but by the people you hire and empower. This segment examines the hidden cost of mismatched hires, and the one edge that technology can’t replicate: the Human Edge. This talk became the catalyst for founding Human Edge Advisory—built on the belief that when technology and AI are designed to augment human capability, organizations unlock stronger leaders, better outcomes, and more resilient teams.
This segment, also delivered at Customer Contact Week Las Vegas 2025, underscores why the human touch remains irreplaceable—even in an AI-powered world. Technology delivers speed, scale, insight, and prediction, but only people create empathy, trust, and loyalty. The message is simple and powerful: the future isn’t tech instead of people, but technology that enables people. When great humans are powered by great technology, the result isn’t just efficient—it’s unforgettable.
Featured in the second edition of Stronger Together, Geoff Burbridge reflects on allyship, inclusive leadership, and the responsibility leaders carry to create space for every voice to be heard. Drawing on his experience in large-scale customer operations, he shares why listening—real listening—is the foundation of belonging and impact.
Stronger Together is the premier publication of CCWomen, a professional community created by women, for women and allies.