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Content provided by Blake Morgan. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Blake Morgan or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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Building a Customer-Centric AI Strategy: Start Small, Automate, and Scale Effectively
Manage episode 461094136 series 1250878
Content provided by Blake Morgan. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Blake Morgan or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
This week on The Modern Customer Podcast, Gadi Shamia—Co-founder and CEO of Replicant—shares his expertise on building a customer-centric AI strategy that delivers real results.
From starting small with AI adoption to automating impactful call flows and scaling strategically, Gadi breaks down the steps leaders can take to unlock efficiency, empower agents, and improve customer experiences. He also highlights how AI is reshaping the contact center workforce, creating a future where agents handle high-value, complex interactions while automation tackles the rest.
Whether you're navigating AI adoption or looking to future-proof your CX strategy, this episode is packed with actionable insights for smarter, faster progress.
🎧 Tune in now to discover how to embrace AI’s potential and build a CX strategy that evolves with your business!
This episode of The Modern Customer Podcast is sponsored by Replicant.
Key Highlights from the Conversation:00:00 Introduction and Background
03:57 AI's Impact on Contact Centers
07:27 From Script to Spirit
09:36 A Strategic Approach to AI Adoption
11:57 Next-Gen QA with Conversation Intelligence
17:36 The Future Contact Center Workforce
25:24 Rapid Fire Questions with Gadi Shamia
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here.
450 episodes
Share
Manage episode 461094136 series 1250878
Content provided by Blake Morgan. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Blake Morgan or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
This week on The Modern Customer Podcast, Gadi Shamia—Co-founder and CEO of Replicant—shares his expertise on building a customer-centric AI strategy that delivers real results.
From starting small with AI adoption to automating impactful call flows and scaling strategically, Gadi breaks down the steps leaders can take to unlock efficiency, empower agents, and improve customer experiences. He also highlights how AI is reshaping the contact center workforce, creating a future where agents handle high-value, complex interactions while automation tackles the rest.
Whether you're navigating AI adoption or looking to future-proof your CX strategy, this episode is packed with actionable insights for smarter, faster progress.
🎧 Tune in now to discover how to embrace AI’s potential and build a CX strategy that evolves with your business!
This episode of The Modern Customer Podcast is sponsored by Replicant.
Key Highlights from the Conversation:00:00 Introduction and Background
03:57 AI's Impact on Contact Centers
07:27 From Script to Spirit
09:36 A Strategic Approach to AI Adoption
11:57 Next-Gen QA with Conversation Intelligence
17:36 The Future Contact Center Workforce
25:24 Rapid Fire Questions with Gadi Shamia
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here.
450 episodes
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Similar to The Modern Customer Podcast
Some Goodness is hosted by Richard Ellis, a seasoned sales leader passionate about inviting top business minds to share their wisdom. Each episode is only 15-20 minutes, perfect for your commute or workout.
…
continue reading
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
The Craig Groeschel Leadership Podcast offers personal, practical coaching lessons that take the mystery out of leadership. In each episode of the Craig Groeschel Leadership Podcast, Craig brings you empowering insights and easy-to-understand takeaways you can use to lead yourself and lead your team. You’ll learn effective ways to grow as a leader, optimize your time, develop your team, and structure your organization.
…
continue reading
Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
…
continue reading
Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
…
continue reading
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continue reading
Leading Up is a top-ranking leadership podcast to help you work, lead, and live differently. In Season 7, we’ll shine a light on storytelling, and how it can help aspiring leaders communicate better. Alan Todd, VP of Leadership Development at Udemy, sits down with some of the most thoughtful and exciting leaders, practitioners, and thinkers. Together, we’ll help you unlock your potential and become an even better leader. New episodes drop every Wednesday, so be sure to follow the podcast to ...
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A top podcast for healthcare leaders, with over one million downloads, Radio Advisory is your weekly download on how to untangle the industry's most pressing challenges to help leaders like you make the best business decisions for your organization. From unpacking major trends in care delivery—like site-of-care shifts and the rise of high-cost drugs—to demystifying stakeholder dynamics, to shining a spotlight on priorities that may get overlooked, we're here to help. Our hosts and seasoned r ...
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continue reading
Kipp Bodnar (HubSpot’s CMO) and Kieran Flanagan (Zapier’s CMO), lead you down the rabbit hole of marketing trends, growth tactics and innovation. On the way you’ll pick up undiscovered strategies to give you that slight edge for success. These are not your typical twitter thread regurgitated marketing tactics that everyone is doing. These are new methods, with unfiltered examination of successful fresh ideas.
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