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Hosted by Unknown Host · 🇺🇸 US · EN · 41 episodes
Established thought leaders with verified media credentials.
We didn't study contact centers. We ran them. CX Gurus goes inside the enterprise contact center with the operators who've lived it — from 500-seat teams to 10,000+ global BPOs. Each week, host Darren Prine and guests break down what's actually working in CX and AI, and what's just noise. Expect straight talk on AI agents, QA, WFM, vendor selection, and the messy reality of transformation. No consultants who've never taken a call. No hype. Just the practitioner's view from the floor. Built by Cloud Tech Gurus.
Unknown Host hosts CX Gurus, a business show with 41 episodes published.
Every contact center leader makes the same bad bet every morning: overstaff and burn labor, or understaff and burn your CX. The traditional 8-hour shift was built for a world that no longer exists. In this episode, host
Every contact center has an AI graveyard. Failed chatbots. Pilots that never scaled. The root cause is almost never the technology — it's a lack of AI readiness, unclear use cases, and AI that was built to respond rather
The BPO industry is splitting in two — commodity providers heading toward irrelevance, and transformation partners capturing all the growth. In this episode, Darren Prine sits down with Siddharth Victor, SVP & Head of Su
Most healthcare contact centers have tried chatbots and been burned. But what's possible today with AI agents is dramatically different. In this episode, Darren Prine sits down with Rebecca Clyde, Co-Founder and CEO of B
Jim Murphy didn't start out building contact centers. He started with a pager business out of a college apartment in the San Fernando Valley. Then the 1994 Northridge earthquake flooded his inventory, FEMA sent a $2,000
Most organizations buy AI and call it a day. But that's exactly where the real work begins. Darren Prine sits down with Wayne Butterfield, Founder of STX-AI, to unpack why so many AI initiatives fail — not because of the
Guest: Adam Fenwick, SVP Global Alliances, Boost.ai Topic: Conversational AI in contact centers Focus: Strategy, design, regulation, and scale Audience: CX leaders, contact center executives, IT and digital leaders Produ
Guest: Tyler Dixon, SVP of Sales at LivePro Host: Darren Prine — The Contact Center Gurus Podcast Connect with us: Website: https://cloudtechgurus.com/ YouTube: The Contact Center Gurus Podcast Produced by Darren Prine a
This episode dives deep into the balance between automation and human connection in modern customer support. Dan O’Connell, CEO of Front, joins Darren Prine to unpack how Front powers over 9,000 businesses to deliver sea
Can analytics turn your contact center from a cost center into a driver of revenue and loyalty? In this conversation, Darren Prine and Jim Iyoob explore the new era of QA, one that’s powered by AI, data, and predictive i
What happens when AI meets the human side of customer experience? In this episode, we discuss: How to break down silos across voice, email, chat, and social Where AI is making the biggest impact today (agent assist, rout
Host: Darren Prine Guests: Brad Garner & Aaron Symbolik (Krista) What can AI really do for enterprises right now? Spoiler: it’s far more than chatbots and hype. In this episode, we dive into real-world wins, missed oppor
Guest: Martin Hobratschk, CEO of Cognita Knowledge Management Host: Darren Prine, Cloud Tech Gurus Episode Overview Knowledge management is often overlooked — or worse, misunderstood. Many companies think a SharePoint fo
Welcome & Background – Jeofrey’s journey and why Gen Z is the focus of his new book. Why Gen Z is Changing Everything – habits, buying power, and expectations. The Importance of Trust and Peer Reviews – how Gen Z validat
While the book(s) on Customer Success were already written years ago, embracing Customer Success is still a challenge for many CEO’s and CSL’s. In a sea of opinions, it is easy to follow those who tell you what you like
About Vicki Brackett Recognized as a subject-matter operations expert on virtual/work-at-home environments and leadership development, Vicki Brackett has written for and been interviewed by Forbes, Fast Company, Fortune
Things you will learn in this episode: Advantages of cloud contact centersHow to track agent productivity.New innovations in contact center space.How AI can be integrated into the contact center space.How contact centers
Hear how a national non-profit organization nearly doubled their internal NPS employee satisfaction score by using proven tools and concepts to address and improve their agency's culture and by using technology to assist
In This episode you will learn how the Great Resignation is effecting many companies around the world and what are some things we can do to ease the squeeze. Learn about new AI Technology TrendsLearn about the importance
In this episode, you will learn how the Pandemic has significantly accelerated the movement from premises to cloud deployments for CX, as well as tactful strategies and approaches to migrating. * Enterprise Cloud Adoptio
Jim Murphy
Director of Clark University’s Graduate School of Geography · Butte Parks and Trails Foundation
1 appearance on this show
Dan O'Connell
Director · Groton Open Space Association
1 appearance on this show
Jim Iyoob
Chief Customer Officer · ETS Labs
1 appearance on this show
Siddharth Victor
Movate
1 appearance on this show
Rebecca Clyde
Botco.ai
1 appearance on this show
Wayne Butterfield
STX-AI
1 appearance on this show
Adam Fenwick
Boost.ai
1 appearance on this show
Tyler Dixon
LivePro
1 appearance on this show
Dan O’Connell
Front
1 appearance on this show
Martin Hobratschk
Cognita Knowledge Management
1 appearance on this show
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CX Gurus is hosted by Unknown Host. The show is categorised under Business (management) and has published 41 episodes.
CX Gurus has published 41 episodes.
CX Gurus regularly covers Business, Management, Technology. It sits in the Business category, with a management focus.
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