Reimagining The Contact Center - with Marc Bernstein

This week, Marc Bernstein sits down with David Karandish, Founder and CEO of Capacity, for a conversation that stretches beyond tech stacks and into the future of how humans and systems work together. From the outdated CRM to the rise of “systems of engagement,” Marc and David unpack why the traditional software hierarchy is being flipped—and how AI copilots are becoming essential teammates, not replacements. They explore what it takes to design tech that aligns with how people actually get work done, the role of smart automation in the “Decade of the Agent,” and the real story behind the latest M&A movement in contact centers. Whether you’re thinking about how to structure your tools or your team, this episode is a masterclass in strategic clarity.Timestamps:00:00 Introduction01:24 Before Capacity02:32 CRM, CCaaS, & AI12:56 Decade of the Agent18:26 System of Engagement23:13 M&A Activity in the Contact Center34:13 Organizing Frameworks47:00 AI in 3 Years

In this episode of Reimagining the Contact Center, Marc Bernstein sits down with customer experience legend Shep Hyken to unpack the evolving relationship between AI and human empathy in customer service.Together, they dive into: the rise of self-service everything, the danger of “artificial incompetence," why empathy still matters—even in a world ruled by bots, the tension between customer convenience and human connection, what a no-human future might mean for loyalty, trust, and brand memory.Whether you're building an AI roadmap or just trying to keep your CX human, this episode will challenge your assumptions and sharpen your strategy.Timestamps:00:00 Introduction01:33 AI for Consumers15:25 Human Empathy17:35 Artificial Incompetence22:40 A Future With No Humans33:04 What Companies Will Still Hire People?40:15 AI in 3 Years

In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Lily Clifford, Founder and CEO of Rime, to unpack the emotional mechanics of spoken language, the cultural expectations we attach to voice technology, and why some AI voices make us uneasy while others feel oddly familiar.Marc and Lily explore how human communication isn’t just about words—it’s about cadence, intention, and identity. They discuss the risks of blurring the line between synthetic and human, how different generations are reshaping voice tech expectations, and why making a voice “believable” is more about respect than realism.Timestamps:00:00 Introduction01:08 Mechanics of the Human Voice04:33 Foundations of Human Conversations09:52 Where is the Bottleneck?14:40 Social Standards or AI Voice18:45 Human Likeness of AI Voice21:27 Ecosystem of Voices27:48 Indistinguishable from Human Voice33:45 What is Next for Rime?40:00 AI in 3 Years

AI is everywhere—but are we using it wisely?In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Sam Wilson, CEO of 8x8, to dissect the current wave of AI adoption in CCaaS and beyond. Sam shares his perspective on balancing innovation with customer trust, integrating AI that actually works, and redefining what “good” looks like in the modern contact center. Whether you're a tech-forward leader or a skeptic with scars from failed pilots, this episode will shift how you think about AI’s role in your operation.Timestamps: 00:00 Introduction01:00 Impact of AI on CCaaS10:05 Contact Center Disruption12:40 AI vs. Human Hallucinations15:40 Agent Assist20:50 Prioritizing AI Investments30:07 Per Agent Use Cases34:30 AI Outcomes42:40 AI in 3 Years

What does it really take to bring AI into the workforce—for real? In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Charanya “CK” Kannan, CEO and Co-founder of Pinkfish, to explore the new rules of AI adoption.CK brings the hard-earned perspective of a founder who’s seen it all—and still bets big on AI. The two dive deep into why agentic AI is leaving RPA in the dust, what it means to pace your automation strategy, and why every org needs a champion who understands what AI can (and can’t) do.This one’s for the leaders who know that automation isn’t about moving fast—it’s about moving smart.Timestamps:00:00 Introduction01:00 CKs Background & The Evolution of AI04:42 Founding Pinkfish06:56 Pace to Automate10:38 Joining the Workforce with AI Knowledge12:28 RPA vs. Agentic AI18:13 Being the Champion for AI23:04 AI Inferring & Use Cases28:26 Browser Capture Tools & App Builds34:42 AI in 3 Years

In this episode, Marc Bernstein sits down with Will Bodewes, CEO of Phonely. This one's about architecture, not aspiration. Will breaks down the anatomy of a voice agent, from speech generation and LLM orchestration to real-time prompting and user control. You'll hear why hallucinations aren't what you think, how “agent guidelines” shape human-like behavior, and why flow-based design is the new gold standard for AI in the contact center.Plus, how Phonely customers go live in 30 days, what really drives conversion, and why the future of AI isn’t about doing everything—it’s about doing the right things, repeatedly, without fail.Whether you're building an AI roadmap or just tired of buzzwords, this one’s for you.Timestamps:00:00 Introduction01:03 Setting Up LLMs05:10 Prompts & Giving Users Control06:47 Setting Up On Phonely09:50 Agent Guidelines14:02 First Day, Month, and Year Using Phonely18:40 AI Agent Use Cases & Limitations24:13 Customers' Comfort & Learnings32:10 AI in 3 Years

In this episode of Reimagining the Contact Center, Balto CEO Marc Bernstein sits down with Calabrio’s CTO for a wide-ranging, mind-bending conversation about the true impact of AI. Not just on operations. Not just on outcomes. But on how we think, lead, and find meaning in work. This one’s part neuroscience, part strategy, part spiritual reset for anyone feeling overwhelmed by the AI buzz. Don’t miss it.Timestamps:00:00 Introduction01:00 Different AI Eras02:00 Past Clarity With AI08:20 What AI Does To The Human Brain12:55 Break Through The Noise16:48 Barrier To Great Contact Center Value21:18 WEM Category25:50 AI Agents vs. Human Agents29:20 AI in 3 Years

Marc Bernstein speaks with Daniel Ziv, VP of Experience Management and Analytics at Verint, about why Verint doesn’t call itself an AI company—but an AI outcomes company. They dive into the difference between building tech and delivering results, unpack Verint’s Da Vinci and Genie Bots, and debate the power of open platforms in driving speed, control, and integration. Together, they paint a vision of AI that’s not just smart—but purpose-built to solve real business problems.Timestamps:00:00 Introduction01:13 Use Cases & Key Outcomes04:40 Value First Approach07:40 Open vs. Closed Platform13:00 Micro Workflows15:30 Narrow Intelligence17:40 Relationship Building19:05 Verint Da Vinci25:18 Setting Up Bots31:19 AI in 3 Years

Marc Bernstein speaks with Alex Levin, Founder & CEO of Regal.ai, about how AI is reshaping contact centers. They explore why AI agents are now the cheapest, most effective way to handle interactions, the barriers to full AI adoption, and when we’ll see 90% AI-powered contact centers. Looking ahead, they predict a future where AI removes friction from customer service, making great experiences effortless.Timestamps:00:00 Introduction00:58 Founding Regal.ai07:00 Valuable & Cost Effective10:54 AI Agent Barriers13:45 Technology vs. People16:20 AI Agent Process21:00 Future of AI Intelligence26:17 Regal.ai in 1 Year31:44 Companies Who Are Ready33:26 AI in 3 Years

Marc Bernstein sits down with Isaiah Granet, Founder & CEO of Bland AI, to explore how Voice AI agents are revolutionizing customer service and making long hold times a thing of the past. They dive into how Bland AI is designing conversational AI that feels personal, responsive, and as effortless as talking to an old friend. The discussion covers the evolution of voice as the preferred customer service channel, why AI-driven conversations can outperform human interactions, and how companies can create seamless, frustration-free customer experiences. They also tackle the impact of AI on jobs, exploring whether automation will replace workers or open up new opportunities for more meaningful roles. Looking ahead, they imagine a future where customers interact with AI-powered personal assistants instead of navigating clunky phone trees—an era where great service is just a voice command away. Timestamps: 00:00 Introduction 00:57 Voice AI Agent using Gen AI 02:30 Founding Story 07:35 Engagement with Voice AI 10:30 LLM Data 12:40 Training AI on Social Skills 17:00 Different AI Tools 19:40 Strategies as AI Leaders 24:00 AI Taking Jobs 36:22 AI in 3 Years