Tiger Tyagarajan, Senior Advisor, BCG, Bain Capital and former CEO of Genpact, joins Replicant’s Gadi Shamia to unpack why most enterprise AI fails. From broken org design to change-resistant cultures, Tiger reveals what’s really holding transformation back, and how to fix it. In this episode:
Why AI isn't a technology challenge, it’s a leadership challenge
The real reason enterprise pilots stall (hint: it’s not the model quality)
Why being “AI-ready” means rewiring how decisions get made
What Tiger’s seeing from CEOs who are doing it right (and wrong)
The growing gap between incremental automation and true reinvention
How agentic AI will change enterprise operations forever
UBS Managing Director, Dmitry Kokhanov, joins Gadi Shamia, CEO and Co-Founder of Replicant, to explore why the biggest names in tech continue to struggle with innovation, especially when it comes to AI. They cover how market leaders evaluate startups, and why the next wave of customer experience transformation is already underway.
In this episode:
Why AI innovation rarely happens inside big tech
The contact center as a proving ground for AI transformation
Consolidation trends in CX and AI, and what’s coming next
The ROI of automation in real-world customer service
Why we’re entering a 3-year window of “AI land grabs”
Nicole Kyle, Managing Director and Co-Founder of CMP Research joins Gadi Shamia, CEO and Co-Founder of Replicant, to bust five of the biggest myths holding customer service back, from automation anxiety to the illusion of human-only personalization.
This episode is your cheat sheet for what’s actually changing in the contact center, and what still needs to be done.
In this episode:
Why 50% automation by 2028 isn’t a stretch, it’s already happening
The future of work in CX: fewer Tier 1 agents, more AI coaches and analysts
Why personalization doesn’t require a human and often works better without one
Why effort score is replacing CSAT and NPS at leading brands
What “good” looks like in an AI-augmented contact center
Wayne Butterfield, partner at Information Services Group (ISG), joins Gadi Shamia, CEO and Co-Founder of Replicant, to unpack why legacy outsourcing models are on borrowed time, what separates the winners from the walking dead, and how outcome-based contracts and AI-native partnerships are defining the next decade of CX.
If you're betting your contact center strategy on “mess for less,” this episode is your wake-up call.
In this episode:
Why CX outsourcing is broken and how most companies are still getting it wrong
The 3 types of BPOs in today’s market, and which ones are built to survive the AI era
How Amazon rewrote the outsourcing playbook with outcome-based contracts
Why “mess for less” is a dead-end strategy, and what replaces it
The rise of agentic AI and what it means for Tier 1 automation
What CEOs need to know before green-lighting another call center deal
In this episode of Dialed In, host Gadi Shamia engages in an enlightening conversation with Ricky Arriola, CEO of Inktel and former City Commissioner of Miami Beach.
Dive into the origins of Inktel, a leader in business process outsourcing (BPO), and explore how they’ve adapted to the evolving landscape of customer service since 1997.
Ricky shares his insights on why companies outsource their customer service, the various BPO models, and how Inktel differentiates itself in the market. He also discusses the impact of AI on BPOs, how AI is transforming contact centers, and his vision for the future of the industry. Learn about the balance between AI and human touch in customer service, client responses to AI, and the evolving role of human agents.
Tune in for an engaging discussion on the evolution of customer service, the role of AI, and what the future holds for the industry.
In this episode of DialedIn, host Gadi Shamia engages in a compelling conversation with Brien Mikell, the Director of Contact Center Operations at Love's Travel Stops. Explore how Love's Travel Stops is revolutionizing customer service by integrating AI and automation into their operations. Brien discusses the unique challenges and solutions in managing a diverse portfolio of services, from truck stops to hotels and restaurants, and how AI is transforming the agent and customer experience.
Listen in as Brien shares insights on the benefits of early AI adoption, the unexpected positive impact on agent job satisfaction, and the substantial business savings realized. Discover how Love's Travel Stops navigates seasonal and unpredictable changes in customer demand, and the future potential of generative AI in enhancing their service offerings. This episode offers a deep dive into the practical applications of AI in a dynamic customer service environment, making it a must-listen for CX leaders, technologists, and business enthusiasts.
Tune in for an engaging discussion on the evolution of customer service, the role of AI, and what the future holds for the industry.
In this engaging episode of "Dialed In," host Gadi Shamia welcomes Jay Baer, a renowned author and customer experience expert, to explore the critical role of speed in delivering exceptional customer service. Jay, known for his expertise in customer experience and marketing, dives deep into how businesses can exceed customer expectations through rapid response times and efficient resolutions.
Join Gadi and Jay as they discuss:
Jay also shares his unique journey into the world of customer service, his experiences as a tequila influencer, and the surprising generational differences in customer patience.
Tune in to learn why speed is not just a competitive advantage but a fundamental necessity in today’s fast-paced world of customer service.
In this insightful episode of "Dialed In," host Gadi Shamia welcomes Shep Hyken, a renowned customer service expert, to discuss the transformative role of generative AI in multi-channel customer experience (CX) strategies. Together, they explore how AI is reshaping customer service, enhancing efficiency, and driving better outcomes for both customers and businesses.
Shep shares his journey from a young magician to a leading voice in customer service, highlighting the timeless principles of customer experience that still apply today. The conversation delves into the persistence of phone communication as a preferred channel, the evolving expectations of customers, and the pivotal role AI plays in meeting these demands.
In this must-listen episode, McKinsey Partner, Eric Buesing, joins the podcast for a riveting discussion on revolutionizing customer service with AI. With over 15 years in the game, Eric unpacks the future of contact centers, the seismic shifts caused by COVID-19, and the art of keeping employees engaged. Dive into the world of generative AI and its groundbreaking role in customer service, uncovering both its present impact and exciting future possibilities. Don't miss out on this insightful conversation, perfect for anyone keen on staying ahead in the dynamic landscape of customer service innovation. Tune in now!
Join us for a riveting episode of 'Dialed In' as Gadi Shamia sits down with tech visionary Harry Moseley. This conversation delves into five fascinating areas: the dramatic evolution of communication technologies, especially platforms like Zoom; the sweeping impacts of AI and automation across industries; the critical need for businesses and individuals to embrace and adapt to technological advancements; the nuanced role of AI in reshaping and augmenting the workforce, challenging the notion of AI as merely a job replacement tool; and an in-depth look at the future of customer service, highlighting AI's potential to revolutionize how businesses interact with their customers. This episode is an essential listen for anyone interested in the intersections of technology, business, and the future of work. Tune in for an insightful journey into the heart of technological innovation and its far-reaching implications!
In this episode of 'Dialed In,' Gadi Shamia, CEO & Co-founder of Replicant, engages with Benjamin Gleitzman, CTO & Co-founder, in a compelling discussion about the future of contact center automation. They delve into how data and advanced language models are revolutionizing customer service. Benjamin shares insights from his experiences, emphasizing the impact of automation in contact centers and the balance between machine efficiency and human empathy in customer interactions. The conversation also explores the evolution of recommendation systems, with practical insights from eBay's enhancements. This episode is essential for contact center leaders looking to understand the intersection of AI and customer service. It offers a concise yet comprehensive view of the challenges and opportunities in implementing automation in contact centers, backed by real-world examples and expert opinions. Join us on 'Dialed In' to gain valuable perspectives on leveraging technology for enhanced customer service and staying ahead in the rapidly evolving world of contact center management.
Join us in this insightful episode of Dialed In, where we sit down with Jessica Cloud, the Vice President of Digital Transformation at HealthEquity. With a rich background in data analytics and a passion for digital innovation, Jess brings her expertise to the table, discussing the evolving landscape of customer service automation, AI, and contact center modernization.
Throughout the conversation, we delve into the practicalities and philosophies of implementing AI in customer service. Jess shares her experiences and the metrics that matter when evaluating the success of digital tools in enhancing customer and agent experiences. We explore the balance between agent-assisted and fully automated services, the role of chatbots, and the importance of understanding customer intent and sentiment.
Jess also touches on the human aspect of technology, highlighting stories of agents pushing the limits of their tools and the importance of empowering them to deliver more meaningful customer interactions. We discuss the implications of AI on compliance and security, especially in sensitive areas like financial services.
Whether you're a customer service professional, a business leader, or someone interested in the intersection of technology and customer experience, this episode offers valuable insights into the benefits and challenges of automation in the contact center industry.
Tune in to learn how companies like HealthEquity are navigating the digital transformation journey and what the future holds for customer service automation.
Join Gadi Shamia as he sits down with the seasoned Kimberly Brebner, who boasts a remarkable 36+ year career at UPS. Starting her journey on the marketing team, Kimberly eventually rose to prominence, leading Customer Service Strategies for UPS operations worldwide.
In this insightful conversation, they explore the evolving landscape of customer service, emphasizing the indispensable skills every agent should possess in today's AI-driven world. While AI's transformative power in enhancing transactions is acknowledged, Kimberly and Gadi both stress the irreplaceable value of the human touch in personal interactions.
They delve into the art and science of measuring and balancing key metrics in customer service, from productivity and quality to customer perspective. In a thought-provoking segment, Kimberly advocates for bringing front-line agents into discussions, offering a fresh perspective from those who truly understand daily customer interactions.
Dive in for a captivating discussion on the future of customer service through the lens of a UPS veteran.
In this exclusive episode of Dialed In, we delve deep into the world of artificial intelligence with none other than Brad Lightcap, the COO at OpenAI. Joining your host, Gadi Shamia, Brad takes us on a captivating journey through OpenAI's groundbreaking product, ChatGPT, and the profound implications it holds for the future.
Recorded live at Replicant's annual conference, Resolve 2023, this episode marks a momentous reflection on a pivotal event in the evolution of artificial intelligence. OpenAI's launch of ChatGPT on November 30, 2022, was the true turning point, a day that has left an indelible mark on the landscape of AI and, most likely, on society itself.
Brad Lightcap, with his insider perspective, offers an illuminating glimpse into OpenAI's inner workings during the explosive rise of ChatGPT. He demystifies the mechanics of ChatGPT, elucidates the stringent measures in place to ensure an unbiased user experience, and provides insights into its safety protocols. Moreover, he shares invaluable perspectives on how AI is reshaping the landscape for customer service leaders.
Don't miss this extraordinary opportunity to gain firsthand insights from a key leader at a company that's reshaping industries and revolutionizing the very fabric of our working world. Tune in now and stay Dialed In!
If you would like more sessions and talks from Resolve, join us on November 16th for Resolve Rewind: https://resolve23.com/resolve-rewind
In this episode, we explore the hospitality sector's turmoil during the pandemic, highlighting abrupt travel halts and overwhelming contact center demands. Our guest, Hannah Day of Paramount Hospitality, faced these adversities, catalyzing her team's shift towards innovative solutions.
Amidst chaos, they accelerated the adoption of AI and automation, transforming their approach to customer service challenges. This move wasn't just about adaptation; it was a leap towards operational excellence, now reflected in reduced costs, enhanced agent retention, and boosted customer satisfaction.
Join us as Hannah shares insights on leveraging Replicant's technology, discussing strategies and future visions for automating customer service in her resorts. It's a tale of navigating through crisis while embracing transformative solutions for thriving in uncertainty.
In this podcast episode, we're joined by Kevin McLaughlin, a seasoned enterprise technology reporter with nearly two decades of experience. Throughout his extensive career, Kevin has witnessed the ever-evolving landscape of the tech industry, from the emergence of groundbreaking technologies to the transformative effects of corporate mergers and strategic shifts.
Tune in to Dialed In as Kevin delves into the intriguing topic of Artificial Intelligence (AI). He draws insightful comparisons between AI and other pivotal technologies like cloud computing and mobile, offering his unique perspective on their relative significance.
Prepare for an enlightening discussion that unravels the profound impact of AI, shedding light on its profound implications for various industries and its enduring influence on our society in the years to come.
In this episode, Joe Russo, Assistant VP at AAA, to explore the fascinating world of contact centers and the transformative power of automation. Join us as we delve deep into the heart of customer service innovation.
Discover how automation is revolutionizing the way contact centers operate, enhancing member experiences, and propelling businesses into the future. Joe shares his insights on how cutting-edge technologies are not only streamlining processes but also delivering unparalleled customer satisfaction.
Tune in to Dialed In and learn how Auto Club Group is at the forefront of this revolution, ensuring that members receive top-notch service while driving operational efficiency. If you're curious about the future of customer support and the role automation plays in it, this episode is a must-listen.
Airbnb is an extremely complex business model with an even more intertwined customer service org. With a staggering 150 million users encompassing both guests and hosts, the challenges faced by their customer support team are nothing short of staggering.
The magnitude of their customer base is just the beginning; the diversity and sheer scale of potential customer service issues are nothing short of mind-boggling.
From missing towels in a rental unit to unresponsive hosts, rowdy guests throwing parties, and stranded travelers unable to access their rooms at 2 a.m., the list of scenarios seems endless.
How does an organization build a team and systems to support these customer service issues? How do they ensure that their thousands of agents are well-versed in the policies governing their 7 million active listings? How can AI and automation help tackle this unique issue?
Join Gadi Shamia has he interviews Airbnb's Head of Digital Experience & Intelligence Platform Products. Together, they uncover the secrets behind Airbnb's customer service prowess and the innovative solutions driving its success.
In the past, hospitals rarely referred to their patients as "consumers." Yet, as societal norms and customer service expectations shift, the healthcare industry is adapting to this change.
The healthcare sector is now drawing inspiration from industries like Travel & Hospitality, Consumer Services, and Financial Services. Patients are experiencing a new level of service elsewhere, and this is reshaping their expectations for interactions with their healthcare providers.
In this captivating episode of Dialed In, we invite Jeff Sturman to share his insights on spearheading the automation and digital transformation efforts at Memorial Healthcare System. Join us as we delve into the evolving landscape of patient-consumer dynamics in healthcare.
How do design a bot with appropriate level of empathy? Should AI identify itself as a machine when greeting a customer? What do human workers need to know about their AI co-workers?
These questions are explored in our new episode with Stanford Fellow and responsible AI leader, Elizabeth Adams.
Elizabeth serves as a technology integrator, working at the convergence of Cyber Security, AI Ethics, and AI Governance, with a primary focus on Ethical Tech Design. In addition, she is enthusiastic about educating, advising, consulting, speaking, and writing about crucial themes related to Diversity & Inclusion in Artificial Intelligence. These encompass areas such as tackling racial bias in Facial Recognition Technology, Video Surveillance, Predictive Analytics, and ensuring the rights of children.
