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Hosted by Marc Bernstein · 🇺🇸 US · EN-US · 62 episodes
Established thought leaders with verified media credentials.
Reimagining the Contact Center is a warm and conversational podcast that digs into the new contact center economy and how technology, businesses, and the modern customer work together to build better lives for ourselves and our families.
Marc Bernstein hosts Reimagining The Contact Center - with Marc Bernstein, a business show with 62 episodes published.
This week, Marc Bernstein sits down with David Karandish, Founder and CEO of Capacity, for a conversation that stretches beyond tech stacks and into the future of how humans and systems work together. From the outdated C
In this episode of Reimagining the Contact Center, Marc Bernstein sits down with customer experience legend Shep Hyken to unpack the evolving relationship between AI and human empathy in customer service. Together, they
In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Lily Clifford, Founder and CEO of Rime, to unpack the emotional mechanics of spoken language, the cultural expectations we attach to voice
AI is everywhere—but are we using it wisely? In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Sam Wilson, CEO of 8x8, to dissect the current wave of AI adoption in CCaaS and beyond. Sam sh
What does it really take to bring AI into the workforce—for real? In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Charanya “CK” Kannan, CEO and Co-founder of Pinkfish, to explore the new
In this episode, Marc Bernstein sits down with Will Bodewes, CEO of Phonely. This one's about architecture, not aspiration. Will breaks down the anatomy of a voice agent, from speech generation and LLM orchestration to r
In this episode of Reimagining the Contact Center, Balto CEO Marc Bernstein sits down with Calabrio’s CTO for a wide-ranging, mind-bending conversation about the true impact of AI. Not just on operations. Not just on out
Marc Bernstein speaks with Daniel Ziv, VP of Experience Management and Analytics at Verint, about why Verint doesn’t call itself an AI company—but an AI outcomes company. They dive into the difference between building te
Marc Bernstein speaks with Alex Levin, Founder & CEO of Regal.ai, about how AI is reshaping contact centers. They explore why AI agents are now the cheapest, most effective way to handle interactions, the barriers to ful
Marc Bernstein sits down with Isaiah Granet, Founder & CEO of Bland AI, to explore how Voice AI agents are revolutionizing customer service and making long hold times a thing of the past. They dive into how Bland AI is d
Ricardo Herreros-Symons and Marc Bernstein explore the rapidly evolving world of contact center AI, from real-time automation to the next frontier of seamless, natural-sounding conversations. They discuss how AI is enhan
Kishlaya Sharma and Marc Bernstein discuss the future of AI, back-office automation, and the delicate balance between leveraging cutting-edge technology while keeping the humanness in the contact center. Timestamps: 00:0
Etie Hertz and Marc Bernstein discuss Loris' customer insights, quality assurance, agent copilot and more. Timestamps: 00:00 Loris Introduction & Startup Life 05:45 Loris' Growth 11:00 Automating Volume 15:15 Loris Value
Bobby Hakimi and Marc Bernstein discuss Convoso's AI capabilities, automated call assistants, prompt engineering, and more. Timestamps: 00:00 Introduction 00:55 Convoso & AI Capabilities 05:00 Automated Call Assistants 0
Tom Laird and Marc Bernstein discuss OttoQA's capabilities, LLM approach vs. keyword approach, and calibration & QA workflows. Timestamps: 00:00 OttoQA Beginnings & AI Experience 08:00 LLM Approach vs. Keyword Approach 1
Davit Baghdasaryan and Marc Bernstein discuss Krisp's incredible noise cancelling technology, customer wins, and the talk around AI Agents vs. Human Agents. Timestamps: 00:00 Growing Up Outside of the US 03:34 Teachings
Blair and Marc discuss the convergence of contact center technologies, the new professional agent, Chick-fil-A CX missteps, and best practices for companies focusing on engagement. Blair Pleasant is President & Principal
Megan and Marc discuss lessons from theater, the power of mindfulness and empathy, and new digital frontiers for managing successful CX. Megan Merrick is a passionate advocate for building unrivaled customer experiences
Eric and Marc discuss methods for thoughtful decision-making, the trials and tribulations of building a virtual contact center, and nurturing agent growth and development for resounding success. Eric Sims is an entrepren
Juanita and Marc discuss the power dynamic between agents and customers, the importance of maintaining a connection to technology, and how honing in on the human experience transforms the contact center. Juanita Coley, a
David Karandish
Founder and CEO · Capacity
1 appearance on this show
Shep Hyken
award-winning customer service expert and Chief Amazement Officer · Shepard Presentations
1 appearance on this show
Sam Wilson
barrister · Sons of Bill
1 appearance on this show
Will Bodewes
founder and CEO · Phonely.ai
1 appearance on this show
Alex Levin
Co-Founder and CEO · Regal.io
1 appearance on this show
Eric Sims
entrepreneur and interventionist · Leading Edge Connections
1 appearance on this show
Lily Clifford
Rime
1 appearance on this show
Charanya Kannan
Pinkfish
1 appearance on this show
Calabrio’s CTO
Calabrio
1 appearance on this show
Daniel Ziv
Verint
1 appearance on this show
Isaiah Granet
Bland AI
1 appearance on this show
Blair Pleasant
COMMfusion LLC
1 appearance on this show
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Reimagining The Contact Center - with Marc Bernstein is hosted by Marc Bernstein. The show is categorised under business and has published 62 episodes.
Reimagining The Contact Center - with Marc Bernstein has published 62 episodes.
Reimagining The Contact Center - with Marc Bernstein regularly covers business. It sits in the business category.
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Episodes of Reimagining The Contact Center - with Marc Bernstein average 40 minutes. a focused format where a clear narrative arc and tight preparation matter most.
Our data rates Reimagining The Contact Center - with Marc Bernstein's guest bar at 80/100 (Premium tier). Established thought leaders with verified media credentials. Sign in to PitchCentric to see how your own Pod Score compares against this show.
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