Reimagining The Contact Center - with Marc Bernstein Podcast
1) #61 - Shep Hyken: Beware of Artificial Incompetence
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 serv...Show More
2) #60 - Rime: From Vocal Cords to Code
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...Show More
3) #59 - 8x8: Build AI That Backs Your Team
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...Show More
4) #58 – Pinkfish: The New Rules of AI Fluency
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,...Show More
5) #57 - Phonely: Engineering the Perfect Voice Agent
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 LL...Show More
6) #56 - Calabrio: From Workforce to Worklife
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 operati...Show More
7) #55 - Verint: An AI Outcomes Company
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...Show More
8) #54 - Regal.ai: The Contact Center Revolution
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,...Show More
9) #53 - Bland AI: The Rise of Voice AI
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 in...Show More
10) #52 - Speechmatics: The Future of Seamless Customer Service
Ricardo Herreros-Symons and Marc Bernstein explore the rapidly evolving world of contact center AI, from real-time automation to the next frontier of seamless, natural-sounding conversations. They dis...Show More