In this brutally honest episode, Amas Tenumah sits down with Dan Mannion, CEO of Spark CX, to unpack one of the industry’s most embarrassing truths: most contact centers still have no idea why customers are contacting them.
They dive into:
Why decades of dashboards and speech analytics failed to deliver real insight.
How Spark CX is using generative AI to turn unstructured call data into actual understanding.
Why “automating empathy” is nonsense — and what AI can do right.
The hilarious (and horrifying) true stories of AI hallucinations in customer service, including one that ended with a 911 call.
What it really takes to build a startup from scratch in an industry addicted to inertia.
If you care about customer experience, leadership, or the future of AI in service — this one will both shock and inspire you.
🎙️ Hosted by Amas Tenumah — calling bullshit on corporate fairy tales and fighting for the humans on both sides of the headset.