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 challenge The real reason enterprise pilots st...

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 T...

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% automat...

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 e...

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 cust...

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, fr...

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 resolut...

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 journ...

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, uncover...

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 technologica...

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 cont...

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,...

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...

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, thi...

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...

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...

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 cut...

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...

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, an...

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...

Mike Milburn, previous Chief Customer Officer of Salesforce, joins the Dialed In podcast to discuss his legendary career up to this point. Mike joined Salesforce in 2008 when Salesforce was just a sales tool. He was part of the founding team of Salesforce Service Cloud and oversaw the first deployment ever. In one 52 week period, he traveled across the country implementing 52 contact centers. He t...

Gadi Shamia is joined by Talkdesk founder, Tiago Paiva, to discuss how technology is changing contact centers and customer service agents. Hear how the industry has changed since Talkdesk was founded in 2011.