Agentforce Experts: Tom Hebner

The Humans Behind Agentforce: A look at our Experts

Tom Hebner, VP of Agentforce: Leading the Charge for NeuraFlash's Agentforce Practice

A Visionary Leader Takes on Agentforce 

In September 2024, NeuraFlash introduced its Agentforce Practice, with Tom Hebner leading the practice as Vice President. Tom brings over two decades of industry expertise from his time at Nuance Communications, where he rose to Head of Product Innovation and AI Design. Throughout his career, Tom has been a driving force in merging AI and customer service to transform how businesses engage with their customers.

At Nuance, Tom played a pivotal role in revolutionizing customer engagement through AI. He led the launch of some of the first mobile apps integrating speech and touch interfaces, with major brands like USAA, GEICO, and CVS adopting his innovations. Tom also helped shape the multi-modal design process, blending visual and conversational elements to create intuitive user experiences.

One standout project was his work with US Airways, where he built the industry’s first intelligent phone system. This system didn’t just greet callers—it identified them and predicted their needs, eliminating the frustrations of phone menus and offering fast, personalized service.

Tom’s leadership extended even further when he headed Nuance’s Cognitive Innovation Group (CIG). His team innovated with voice and text-based interfaces, partnering with language technology users to address pain points and turn ideas into market-ready solutions. This dedication to customer-centric innovation is what now drives Tom’s vision at NeuraFlash.

The Future of Contact Centers: From Cost Center to Customer-Centric Powerhouse

Tom sees a future where contact centers evolve from cost-saving operations into strategic hubs that elevate customer experiences. But he knows that many businesses today face tough challenges, especially around technology fragmentation. Companies often stitch together multiple systems, resulting in what Tom refers to as "plumbing problems"—they spend more time connecting systems than innovating.

“It’s hard to innovate when you’re just trying to connect all your point solutions,” Tom explains. The real issue isn’t just technology—it’s about managing and accessing data effectively. Many contact centers settle for “good enough” solutions, focusing on automation to reduce costs, instead of unlocking the full potential for customer engagement.

With the emergence of generative AI, Tom is optimistic about the shift towards proactive support. He imagines a world where AI can anticipate customer needs and resolve issues before customers even contact support. With the right team and technology, this vision is quickly becoming a reality.

“AI can enable contact centers to go beyond cost-cutting and shift towards delivering seamless, personalized experiences,”.

In his view, the future isn’t about which company can operate the cheapest—it’s about who can offer the most customer-centric service and stand out from the competition.

Leadership and Mentorship: Influences That Shaped Tom’s Career

Throughout his career, Tom has drawn inspiration from influential mentors. Tom Chisholm, now Board Chairman of NeuraFlash, emphasized the importance of talking less and listening more.

‍“Active listening and choosing to not fill the silence helps bring true engagement so everyone understands situations better and makes better decisions” Tom reflects.

At Nuance, another mentor, Shawn, taught him the value of building authentic relationships and one of his first boss’ Guy Hoovler taught him the true power of silence and a methodical approach to troubleshooting. Peter Brannigan further influenced Tom, encouraging him to lead with confidence and authenticity and even, at times, audacity. These lessons shaped Tom’s leadership philosophy, which he now applies at NeuraFlash as he mentors the next generation of professionals.

For Tom, leadership comes down to two core traits: "You have to care, deeply care about what you do, and you have to always take a thoughtful approach." Genuine care for your work and colleagues, combined with thoughtful decision-making, makes all the difference.

Tom’s Advice for Businesses: Prioritize Customer Experience 

Tom’s message to businesses is simple: focus on exceptional customer experiences. “Care about what greatness looks like, and let that guide every decision,” he says. Companies that prioritize delivering outstanding customer experiences will drive both loyalty and sales, setting themselves apart in today’s competitive landscape.

He also warns against the dangers of technology fragmentation, noting how businesses often purchase multiple systems that don’t work well together.

“When your tech stack is a patchwork, it slows down innovation,” Tom explains.

He encourages companies to select cohesive platforms that allow seamless integration, enabling resources to be redirected toward innovation and strategic growth.

This challenge is particularly relevant with the rapid rise of new AI tools. However, Tom believes that sticking to a connected platform will allow businesses to scale effectively while taking advantage of emerging technologies.

Career Success: Tom’s Key Principles for Growth

For professionals navigating the technology or contact center space, Tom offers a few guiding principles for career success:

1. Care About Your Work and Your Colleagues
   “You have to care about what you do and the people you work with and the people your work impacts,” Tom emphasizes. Genuine care fuels motivation and leads to meaningful results.
2. Adopt a Growth Mindset
   “Don’t be afraid to take risks or make mistakes, I don’t really believe in ‘fail fast’ for me it’s ‘fail thoughtfully’ you have to always be learning” Tom advises. He believes setbacks are opportunities to learn and improve, and that embracing challenges will help individuals grow.
3. Focus on Value Creation
   “Ask yourself, ‘What value are you producing?’” Tom suggests. Recognizing the impact of your work brings greater satisfaction and drives purposeful action.
4. Recognize Your Strengths—And Take Your Swing
   “Why not you?” Tom urges. Too many people dwell on their weaknesses, holding themselves back. He encourages everyone to recognize their potential and take bold steps toward their goals.

The Road Ahead: Combining AI with Human Connection

In his journey from developing AI-powered conversational systems to leading Agentforce at NeuraFlash, Tom Hebner’s passion for customer service innovation shines through. With over two decades in the industry, Tom envisions a future where advanced technology and human connection work hand in hand to revolutionize contact centers.

Tom’s insights into the challenges businesses face today, paired with his vision for proactive, customer-centric service, are helping to shape the future of customer engagement. With the right team, technology, and mindset, the contact center of tomorrow won’t just solve problems—it will anticipate and exceed expectations, driving meaningful relationships and business growth in the age of AI.

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