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Get Out of Wrap - Contact Centre ChatAuthor: Martin Teasdale
There are 6,000 contact centres in the UK - this is the 1st podcast dedicated to the world of the contact centre. Perhaps still an industry with a negative perception externally, the reality is very different & very positive. This is a podcast all about best practice in Contact Centres &what vibrant, vital, diverse, exciting engagement places they really are. Ill be chatting to people who know their stuff and are doing great things. This podcast is independent and a proud supporter of Naomi House/Jacksplace Childrens Hospice. Language: en-gb Genres: Business, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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#252 - GOOW TV with Kathryn Simons-Porter - Building Strategy for Human-Centred CX
Episode 252
Thursday, 5 February, 2026
AI is moving fast. Faster than most organisations and people can emotionally keep up with.In this special episode of Get Out of Wrap TV, I’m joined by Kathryn Simmons Porter, founder of Flourish, to explore what she calls “The Trust Paradox” – the growing tension between rapid AI adoption and the human emotions it triggers inside contact centres.We talk openly about:Why AI isn’t replacing people – but changing themThe emotional responses agents experience when AI is introduced known as AI griefWhy trust, transparency and purpose matter more than everHow emotional intelligence (EQ) is becoming a core business capability, not a “soft skill”The real cost of absenteeism, disengagement and poorly handled AI rolloutsWhy leaders must focus on people readiness, not just tech readinessKathryn brings nearly 30 years of contact centre experience and a deep understanding of emotional intelligence, blending practical insight with real-world examples including how AI has personally impacted her own family.If you’re responsible for CX, EX, contact centre strategy or AI transformation, this conversation will challenge how you think about success in the age of automation.🎧 Listen now and join the conversation.
