Dialed In

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 challengeThe real reason enterprise pilots stall (hint: it’s not the model quality)Why being “AI-ready” means rewiring how decisions get madeWhat Tiger’s seeing from CEOs who are doing it right (and wrong)The growing gap between incremental automation and true reinventionHow 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 techThe contact center as a proving ground for AI transformationConsolidation trends in CX and AI, and what’s coming nextThe ROI of automation in real-world customer serviceWhy 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 happeningThe future of work in CX: fewer Tier 1 agents, more AI coaches and analystsWhy personalization doesn’t require a human and often works better without oneWhy effort score is replacing CSAT and NPS at leading brandsWhat “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 wrongThe 3 types of BPOs in today’s market, and which ones are built to survive the AI eraHow Amazon rewrote the outsourcing playbook with outcome-based contractsWhy “mess for less” is a dead-end strategy, and what replaces itThe rise of agentic AI and what it means for Tier 1 automationWhat 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: The profound impact of speed on customer satisfaction and loyalty. Research-backed insights from Jay’s latest book, "The Time to Win: How to Exceed Customers' Need for Speed." Real-world examples and strategies for enhancing speed in customer interactions. The evolving role of AI in speeding up customer service processes. How businesses can close the "Uncertainty Gap" to build trust and confidence among customers. 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!