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Contact Center ShowAuthor: Amas Tenumah & Bob Furniss
This is the public square for all things contact center. This is where the world's best Call & Contact center professionals come to get better at delivering a great experience for customers. Your contact center mentors - Amas Tenumah & Bob Furniss Language: en Genres: Business, Management, Technology Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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What happens when service is Agentic—Nobody Is Ready
Tuesday, 5 May, 2026
AI hype is colliding with operational reality. A shoe company gains $127M in value by saying “AI,” while contact center leaders are told their entire model is obsolete. The shift from CCaaS to “Customer Experience Automation” reframes everything: not just support, but marketing, sales, and service collapsing into one AI-driven layer.The problem: the foundation is broken. Knowledge is fragmented. Customer data is duplicated. Organizations are misaligned.This episode dissects the gap between what the industry is promising and what companies can actually execute—and why customer service leaders are about to become the last line of defense when it fails.Key Quotes“Customer experience automation just means AI is now the one doing the talking.”“Your human agents can’t find the right answers today—but now the AI is supposed to?”“This isn’t a technology problem. It’s an organizational problem.”“If this fails, customer service cleans it up. Again.”“The train is moving. You either help steer it or get run over by it.”Practical TakeawaysStop debating AI capability. Start fixing knowledge.Treat data quality as a blocking issue, not a backlog item.Force alignment between marketing, sales, and service before automation.Assume AI will act autonomously—and design safeguards accordingly.Position customer service as the control layer, not the endpoint.
