Reimagining The Contact Center - with Marc Bernstein

Marc Bernstein
  • 5.0 (27)
  • BUSINESS
  • UPDATED MONTHLY

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.

  1. 07/14/2025

    #62 - Capacity: The Decade of the Agent

    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 From the outdated CRM to the rise of “systems of engagement,” Marc and David unpack why the traditional software hierarchy is being flipped—and how AI copilots are becoming essential teammates, not replacements. They explore what it takes to design tech that aligns with how people actually get work done, the role of smart automation in the “Decade of the Agent,” and the real story behind the latest M&A movement in contact centers. Whether you’re thinking about how to structure your tools or your team, this episode is a masterclass in strategic clarity. Timestamps: 00:00 Introduction 01:24 Before Capacity 02:32 CRM, CCaaS, & AI 12:56 Decade of the Agent 18:26 System of Engagement 23:13 M&A Activity in the Contact Center 34:13 Organizing Frameworks 47:00 AI in 3 Years

    51 min

  2. 06/30/2025

    #61 - Shep Hyken: Beware of Artificial Incompetence

    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 dive into: the rise of self-service everything, the danger of “artificial incompetence," why empathy still matters—even in a world ruled by bots, the tension between customer convenience and human connection, what a no-human future might mean for loyalty, trust, and brand memory. Whether you're building an AI roadmap or just trying to keep your CX human, this episode will challenge your assumptions and sharpen your strategy. Timestamps: 00:00 Introduction 01:33 AI for Consumers 15:25 Human Empathy 17:35 Artificial Incompetence 22:40 A Future With No Humans 33:04 What Companies Will Still Hire People? 40:15 AI in 3 Years

    42 min

  3. 06/23/2025

    #60 - Rime: From Vocal Cords to Code

    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 technology, and why some AI voices make us uneasy while others feel oddly familiar. Marc and Lily explore how human communication isn’t just about words—it’s about cadence, intention, and identity. They discuss the risks of blurring the line between synthetic and human, how different generations are reshaping voice tech expectations, and why making a voice “believable” is more about respect than realism. Timestamps: 00:00 Introduction 01:08 Mechanics of the Human Voice 04:33 Foundations of Human Conversations 09:52 Where is the Bottleneck? 14:40 Social Standards or AI Voice 18:45 Human Likeness of AI Voice 21:27 Ecosystem of Voices 27:48 Indistinguishable from Human Voice 33:45 What is Next for Rime? 40:00 AI in 3 Years

    42 min

  4. 06/13/2025

    #59 - 8x8: Build AI That Backs Your Team

    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 shares his perspective on balancing innovation with customer trust, integrating AI that actually works, and redefining what “good” looks like in the modern contact center. Whether you're a tech-forward leader or a skeptic with scars from failed pilots, this episode will shift how you think about AI’s role in your operation. Timestamps: 00:00 Introduction 01:00 Impact of AI on CCaaS 10:05 Contact Center Disruption 12:40 AI vs. Human Hallucinations 15:40 Agent Assist 20:50 Prioritizing AI Investments 30:07 Per Agent Use Cases 34:30 AI Outcomes 42:40 AI in 3 Years

    45 min

  5. 06/05/2025

    #58 – Pinkfish: The New Rules of AI Fluency

    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 rules of AI adoption. CK brings the hard-earned perspective of a founder who’s seen it all—and still bets big on AI. The two dive deep into why agentic AI is leaving RPA in the dust, what it means to pace your automation strategy, and why every org needs a champion who understands what AI can (and can’t) do. This one’s for the leaders who know that automation isn’t about moving fast—it’s about moving smart. Timestamps: 00:00 Introduction 01:00 CKs Background & The Evolution of AI 04:42 Founding Pinkfish 06:56 Pace to Automate 10:38 Joining the Workforce with AI Knowledge 12:28 RPA vs. Agentic AI 18:13 Being the Champion for AI 23:04 AI Inferring & Use Cases 28:26 Browser Capture Tools & App Builds 34:42 AI in 3 Years

    38 min

  6. 05/19/2025

    #57 - Phonely: Engineering the Perfect Voice Agent

    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 real-time prompting and user control. You'll hear why hallucinations aren't what you think, how “agent guidelines” shape human-like behavior, and why flow-based design is the new gold standard for AI in the contact center. Plus, how Phonely customers go live in 30 days, what really drives conversion, and why the future of AI isn’t about doing everything—it’s about doing the right things, repeatedly, without fail. Whether you're building an AI roadmap or just tired of buzzwords, this one’s for you. Timestamps: 00:00 Introduction 01:03 Setting Up LLMs 05:10 Prompts & Giving Users Control 06:47 Setting Up On Phonely 09:50 Agent Guidelines 14:02 First Day, Month, and Year Using Phonely 18:40 AI Agent Use Cases & Limitations 24:13 Customers' Comfort & Learnings 32:10 AI in 3 Years

    34 min

  7. 05/05/2025

    #56 - Calabrio: From Workforce to Worklife

    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 outcomes. But on how we think, lead, and find meaning in work. This one’s part neuroscience, part strategy, part spiritual reset for anyone feeling overwhelmed by the AI buzz. Don’t miss it. Timestamps: 00:00 Introduction 01:00 Different AI Eras 02:00 Past Clarity With AI 08:20 What AI Does To The Human Brain 12:55 Break Through The Noise 16:48 Barrier To Great Contact Center Value 21:18 WEM Category 25:50 AI Agents vs. Human Agents 29:20 AI in 3 Years

    30 min

  8. 04/15/2025

    #55 - Verint: An AI Outcomes Company

    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 tech and delivering results, unpack Verint’s Da Vinci and Genie Bots, and debate the power of open platforms in driving speed, control, and integration. Together, they paint a vision of AI that’s not just smart—but purpose-built to solve real business problems. Timestamps: 00:00 Introduction 01:13 Use Cases & Key Outcomes 04:40 Value First Approach 07:40 Open vs. Closed Platform 13:00 Micro Workflows 15:30 Narrow Intelligence 17:40 Relationship Building 19:05 Verint Da Vinci 25:18 Setting Up Bots 31:19 AI in 3 Years

    37 min
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5
out of 5
27 Ratings

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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.

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