Build a balanced panel, not a supplier-only roundtable. The following are proposed interview targets, selected from public professional profiles, research and published industry discussions. Reconfirm roles, availability and conflicts before publication.
| Proposed interviewee | Evidenced expertise | Best questions | Perspective to disclose |
|---|---|---|---|
| Brad Cleveland | ICMI founding partner and senior adviser; contact-centre management author and educator. (schedule.icmievents.com) | Workflow selection, outcome metrics, economics, workforce and BPO operating models | Adviser and educator; request relevant commercial relationships |
| Allison Koenecke | Cornell Tech assistant professor researching algorithmic fairness and auditing automated speech recognition. (infosci.cornell.edu) | Caller variation, accessibility, audit design and evaluator reliability | Academic; do not treat historical speech-system findings as current vendor rankings |
| Marko Vujicic | Chief economist and vice president of the ADA Health Policy Institute, featured in the ADA’s 2026 industry outlook podcast. (ada.org) | Dental capacity, demand and the economic value of better access | Sector economist, not a practice-management integration certifier |
| Michele Shuster | Founding partner at Mac Murray & Shuster; consumer-protection and TCPA adviser, formerly chief of the Ohio Attorney General’s Consumer Protection Section. (mslawgroup.com) | Outbound permission, consent evidence, disclosures and launch controls | Legal adviser; disclose relevant representation and distinguish general commentary from legal advice |
| Iliana L. Peters | Polsinelli shareholder focused on health-data privacy and security, with previous HHS policy and enforcement experience. (polsinelli.com) | HIPAA, data flows, business associates and incident responsibility | Legal adviser; request deployment-specific review separately |
| Kwindla Hultman Kramer | Daily co-founder and Pipecat creator, participating in a published 2026 discussion of voice-agent instruction following and evaluation. (coval.ai) | Latency, tool reliability, testing and architecture | Infrastructure supplier and open-source ecosystem participant |
| Nikola Mrkšić | PolyAI co-founder and CEO; host of its enterprise voice-AI podcast. (poly.ai) | Production accountability, enterprise deployment and commercial commitments | Voice-agent supplier; seek corroboration from customers |
| Randi Thompson | Identified as service operations manager at Bill Joplin’s Air Conditioning and Heating in ServiceTitan’s June 2026 deployment announcement. (servicetitan.com) | Home-services booking, peak demand and frontline operating changes | Practitioner featured in supplier marketing; verify results and role directly |
Additional seats to recruit: a dental group’s scheduling owner, an enterprise procurement lead, a frontline escalation supervisor, a BPO client-contract owner and a payments assessor. These practitioners should validate operating details that the named experts may not personally own.