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Dialed In

The Podcast for CX Innovators. Our podcast features conversations with CX leaders, technologists and business leaders about all things AI, customer service, automation, and contact centers.
Latest Episode
Partner at McKinsey, Eric Buesing
Eric's team at McKinsey works with some of the largest customer service organizations in the world. He joins the podcast to discuss how leaders are responding to AI in the contact center.
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Episode Library
Explore our library of though-provoking discussions and expert insights that will help you optimize your customer service operations, deliver exceptional experiences, and stay ahead in the ever-evolving landscape.
Episode 14
Partner at McKinsey, Eric Buesing
Eric's team at McKinsey works with some of the largest customer service organizations in the world. He joins the podcast to discuss how leaders are responding to AI in the contact center.
Episode 13
Former CIO of Zoom, Harry Moseley
Featuring longtime technology leader, Harry Moseley, explore the evolution of communication tech, AI's impact on industries, and the transformative role of AI in customer service and the workforce.
Episode 12
CTO & Co-founder of Replicant, Benjamin Gleitzman
Explore the future of contact center automation with Benjamin Gleitzman. Discover key insights on integrating AI and human empathy in customer service, and learn from real-world examples of technology enhancing efficiency in contact centers.
Episode 11
HealthEquity's VP of Digital Transformation, Jessica Cloud
Jessica Cloud joins Gadi Shamia to discuss leading digital transformation for healthcare organizations. She speaks about getting organizational buy-in and where to spot opportunities for AI.
Episode 10
UPS's Former VP of Employee Shared Services, Kim Brebner
Gadi Shamia engages with UPS veteran Kimberly Brebner, discussing her 36-year ascent from marketing to global customer service strategy leadership. Together, they navigate the AI-driven future of customer service, emphasizing the enduring importance of human touch and the insights of front-line agents.
Episode 9
COO of OpenAI, Brad Lightcap
Live from Resolve 2023! Brad Lightcap, with his insider perspective, offers an illuminating glimpse into OpenAI's inner workings during the explosive rise of ChatGPT.
Episode 8
Paramount Hospitality's Director of Revenue Management, Hannah Day
Hannah shares insights and strategies on how to use AI to overcome unexpected call surges and how automation is improving the hotel's guest experience.
Episode 7
Reporter at The Information, Kevin McLaughlin
Kevin delves into the intriguing topic of Artificial Intelligence (AI). He draws insightful comparisons between AI and other pivotal technologies like cloud computing and mobile, offering his unique perspective on their relative significance.
Episode 6
AAA's AVP of Automotive, Joe Russo
Discover how automation is revolutionizing the way contact centers operate, enhancing member experiences, and propelling businesses into the future. Joe Russo shares his insights on how cutting-edge technologies are not only streamlining processes but also delivering unparalleled customer satisfaction.
Episode 5
Airbnb's Head of Digital Experience, Hanlin Fang
Across 220 countries, Airbnb serves 150 million users. From missing bath towels to a host issuing a compliant about their guest holding a party - the amount of issues that can appear are endless. We discuss how AI builds a team, processes and leverages AI to address this unique problem.
Episode 4
Chief Digital Officer of Memorial Healthcare, Jeff Sturman
Chief Digital Officer of Memorial Healthcare, Jeff Sturman, joins the podcast to tell us how Memorial Healthcare and the entire industry is pushing customer service into the future with AI & automation.
Episode 3
Stanford Fellow & Responsible AI Leader, Elizabeth Adams
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 answered in episode 3 of Dialed In.
Episode 2
Former Chief Customer Officer of Salesforce, Mike Milburn
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 tells stories of these times and gives his thoughts and recommendations for contact centers looking into AI & automation.
Episode 1
Talkdesk Founder & CEO, Tiago Paiva
Founder & CEO of Talkdesk, Tiago Paiva, joins Gadi Shamia to discuss how technology is changing contact centers and customer service agents.
Series Trailer
Introducing: Dialed In
Tune in to the Dialed In podcast, hosted by Gadi Shamia, for thought-provoking conversations with industry experts on the current, and future, state of CX.
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