Brett Overbey is a strategic advisor and service industry expert specializing in customer service AI innovation, analytics, and business transformation. He collaborates with service, technology, and product leaders to define, execute, and optimize AI strategies in customer-facing service and support experiences. As a researcher, he explores AI's impact on service strategy and customer expectations, balancing short-term operational efficiency gains with longer-term strategic objectives. His research has focused on maximizing AI investment value, service technology innovation, continuous improvement, and maximizing the impact of AI transformation efforts.