Jeff Gallino

CTO & Founder

As Chief Technical Officer, Jeff Gallino oversees research, language development, and future product direction. Gallino was President and CEO during CallMiner’s first five years. During that time, he led the company to become an internationally recognized and award-winning enterprise software company. Jeff has more than 25 years of experience delivering complex software and hardware solutions to enterprise and government customers. Prior to founding CallMiner, Jeff worked at companies like; ThinkEngine Networks, Grant Thornton Consulting, as well as 11 years in the United States Air Force. He holds a BS degree in computer science from the United States Air Force Academy.


Authored Posts

What’s behind the 2021 M&A boom for conversation analytics (and how to navigate it successfully)

CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navig...

News Coverage

Three Reasons Why Emotion Could Be The Most Important CX Indicator

August 24, 2021 by Jeff Gallino, CTO & Founder

When done right, understanding and analyzing customer emotion has the potential to transform the customer experience (CX) journey. Jeff Gallino, CallMiner CTO, shares three key reasons why.

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The Future Belongs To Ecosystems

July 23, 2021 by Jeff Gallino, CTO & Founder

In his latest Forbes Technology Council article, CallMiner CTO, Jeff Gallino, shares why long gone are the days when vendors could operate in silos.

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A Guide to Understanding the Omnichannel CX

July 21, 2021 by Jeff Gallino, CTO & Founder

CallMiner CTO, Jeff Gallino, share three best practices for organizations looking to create omnichannel customer experiences that meet the high expectations of today's digital consumers.

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Should The Future Of CX Include Customer Behavior Scorecards?

April 27, 2021 by Jeff Gallino, CTO & Founder

What if instead of just expecting agents to deal with offensive customers, companies started rating customer behavior in return?

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TechBytes with Jeff Gallino, Co-Founder and CTO at CallMiner

February 17, 2021 by Jeff Gallino, CTO & Founder

As the CTO of CallMiner, I oversee research, language development, and future product direction. CallMiner has come a long way since I founded the company almost 20 years ago — today, we’re focused on delivering the most comprehensive speech and interactions analytics platform that enables organizat [...]

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The CX Technology Revolution: What To Expect In 2021

December 01, 2020 by Jeff Gallino, CTO & Founder

CTO and Founder at CallMiner. Responsible for strategic direction across business development, research and artificial intelligence. If 2020 was anything, it was unpredictable. With all of the changes that took place this year, it’s only natural that the state of customer experience (CX) has also ch [...]

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Why AI And Robotic Process Automation Are The Perfect Match

September 18, 2020 by Jeff Gallino, CTO & Founder

Artificial intelligence (AI) is increasingly being recognized as the future of customer service. This way of thinking has only been accelerated by the ongoing pandemic as needs for efficiency, agility and productivity continue to rise.

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Customer Engagement And The Pandemic: How To Adapt And Thrive

September 07, 2020 by Jeff Gallino, CTO & Founder

Businesses have experienced many disruptions over the last several months, but few departments have faced the challenges that the contact center has endured. Between a sudden shift to remote work, an influx of calls with urgent and sensitive requests, more vulnerable customers and workforces, and a [...]

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If You’re Not Listening To Your Customers, Another Brand Will

August 04, 2020 by Jeff Gallino, CTO & Founder

Investor and presidential advisor Bernard Baruch is credited for saying, “Most of the successful people I’ve known are the ones who do more listening than talking.” This holds true in the workplace, in relationships and so much more. When it comes to building strong customer loyalty and brand reputation, listening is crucial — but so is the message that comes after it.

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Three Customer Experience Tips To Expedite Your Post-Pandemic Comeback

July 07, 2020 by Jeff Gallino, CTO & Founder

The most obvious way to not get burnt is to keep from striking the match. In the world of customer experience (CX), that’s done through understanding and addressing customer needs before they become disruptive problems. Contact center agents, who are on the frontlines of CX, need resources and help [...]

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Your Workforce Has Gone Remote: Now What?

June 04, 2020 by Jeff Gallino, CTO & Founder

In the face of the ongoing pandemic, many companies have pivoted to fully remote working. To those who are deemed essential personnel and continue to work from their traditional workplaces, thank you for your unwavering commitment during this emergency. We appreciate you.

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