Dialed In

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AI is changing the way billions of consumers experience their everyday products and services. And tomorrow’s customer service blueprint is still being written.  Tune in to the Dialed In podcast, hosted by Gadi Shamia, for thought-provoking conversations with industry experts on the current, and future, state of CX.

  1. 10/30/2025

    You don't have an AI problem, you have a people problem

    Tiger Tyagarajan, Senior Advisor, BCG, Bain Capital and former CEO of Genpact, joins Replicant’s Gadi Shamia to unpack why most enterprise AI fails. From broken org design to change-resistant cultures, Tiger reveals what’s really holding transformation back, and how to fix it. In this episode: Why AI isn't a technology challenge, it’s a leadership challenge The real reason enterprise pilots stall (hint: it’s not the model quality) Why being “AI-ready” means rewiring how decisions get made What Tiger’s seeing from CEOs who are doing it right (and wrong) The growing gap between incremental automation and true reinvention How agentic AI will change enterprise operations forever

    31 min

  2. 10/13/2025

    Why big tech still can’t build AI

    UBS Managing Director, Dmitry Kokhanov, joins Gadi Shamia, CEO and Co-Founder of Replicant, to explore why the biggest names in tech continue to struggle with innovation, especially when it comes to AI. They cover how market leaders evaluate startups, and why the next wave of customer experience transformation is already underway. In this episode: Why AI innovation rarely happens inside big tech The contact center as a proving ground for AI transformation Consolidation trends in CX and AI, and what’s coming next The ROI of automation in real-world customer service Why we’re entering a 3-year window of “AI land grabs”

    27 min

  3. 09/10/2025

    5 big lies we still tell ourselves about CX

    Nicole Kyle, Managing Director and Co-Founder of CMP Research joins Gadi Shamia, CEO and Co-Founder of Replicant, to bust five of the biggest myths holding customer service back, from automation anxiety to the illusion of human-only personalization. This episode is your cheat sheet for what’s actually changing in the contact center, and what still needs to be done. In this episode: Why 50% automation by 2028 isn’t a stretch, it’s already happening The future of work in CX: fewer Tier 1 agents, more AI coaches and analysts Why personalization doesn’t require a human and often works better without one Why effort score is replacing CSAT and NPS at leading brands What “good” looks like in an AI-augmented contact center

    27 min

  4. 09/05/2025

    Inside the coming BPO shakeup

    Wayne Butterfield, partner at Information Services Group (ISG), joins Gadi Shamia, CEO and Co-Founder of Replicant, to unpack why legacy outsourcing models are on borrowed time, what separates the winners from the walking dead, and how outcome-based contracts and AI-native partnerships are defining the next decade of CX. If you're betting your contact center strategy on “mess for less,” this episode is your wake-up call. In this episode: Why CX outsourcing is broken and how most companies are still getting it wrong The 3 types of BPOs in today’s market, and which ones are built to survive the AI era How Amazon rewrote the outsourcing playbook with outcome-based contracts Why “mess for less” is a dead-end strategy, and what replaces it The rise of agentic AI and what it means for Tier 1 automation What CEOs need to know before green-lighting another call center deal

    23 min

  5. 07/11/2024

    How BPOs and Contact Centers Are Adapting to AI

    In this episode of Dialed In, host Gadi Shamia engages in an enlightening conversation with Ricky Arriola, CEO of Inktel and former City Commissioner of Miami Beach. Dive into the origins of Inktel, a leader in business process outsourcing (BPO), and explore how they’ve adapted to the evolving landscape of customer service since 1997. Ricky shares his insights on why companies outsource their customer service, the various BPO models, and how Inktel differentiates itself in the market. He also discusses the impact of AI on BPOs, how AI is transforming contact centers, and his vision for the future of the industry. Learn about the balance between AI and human touch in customer service, client responses to AI, and the evolving role of human agents. Tune in for an engaging discussion on the evolution of customer service, the role of AI, and what the future holds for the industry.

    37 min

  6. 06/20/2024

    Love's Travel Stops: AI and the Art of Next-gen Service at Love's Travel Stops

    In this episode of DialedIn, host Gadi Shamia engages in a compelling conversation with Brien Mikell, the Director of Contact Center Operations at Love's Travel Stops. Explore how Love's Travel Stops is revolutionizing customer service by integrating AI and automation into their operations. Brien discusses the unique challenges and solutions in managing a diverse portfolio of services, from truck stops to hotels and restaurants, and how AI is transforming the agent and customer experience. Listen in as Brien shares insights on the benefits of early AI adoption, the unexpected positive impact on agent job satisfaction, and the substantial business savings realized. Discover how Love's Travel Stops navigates seasonal and unpredictable changes in customer demand, and the future potential of generative AI in enhancing their service offerings. This episode offers a deep dive into the practical applications of AI in a dynamic customer service environment, making it a must-listen for CX leaders, technologists, and business enthusiasts. Tune in for an engaging discussion on the evolution of customer service, the role of AI, and what the future holds for the industry.

    36 min

  7. 06/06/2024

    Why Speed Is The Secret Sauce For Customer Service | Jay Baer, Customer Experience Author & Expert

    In this engaging episode of "Dialed In," host Gadi Shamia welcomes Jay Baer, a renowned author and customer experience expert, to explore the critical role of speed in delivering exceptional customer service. Jay, known for his expertise in customer experience and marketing, dives deep into how businesses can exceed customer expectations through rapid response times and efficient resolutions. Join Gadi and Jay as they discuss: The profound impact of speed on customer satisfaction and loyalty. Research-backed insights from Jay’s latest book, "The Time to Win: How to Exceed Customers' Need for Speed." Real-world examples and strategies for enhancing speed in customer interactions. The evolving role of AI in speeding up customer service processes. How businesses can close the "Uncertainty Gap" to build trust and confidence among customers. Jay also shares his unique journey into the world of customer service, his experiences as a tequila influencer, and the surprising generational differences in customer patience. Tune in to learn why speed is not just a competitive advantage but a fundamental necessity in today’s fast-paced world of customer service.

    39 min

  8. 05/16/2024

    The Role of Generative AI in Multi-Channel CX Strategies

    In this insightful episode of "Dialed In," host Gadi Shamia welcomes Shep Hyken, a renowned customer service expert, to discuss the transformative role of generative AI in multi-channel customer experience (CX) strategies. Together, they explore how AI is reshaping customer service, enhancing efficiency, and driving better outcomes for both customers and businesses. Shep shares his journey from a young magician to a leading voice in customer service, highlighting the timeless principles of customer experience that still apply today. The conversation delves into the persistence of phone communication as a preferred channel, the evolving expectations of customers, and the pivotal role AI plays in meeting these demands.

    38 min
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About

AI is changing the way billions of consumers experience their everyday products and services. And tomorrow’s customer service blueprint is still being written.  Tune in to the Dialed In podcast, hosted by Gadi Shamia, for thought-provoking conversations with industry experts on the current, and future, state of CX.

Information

  • Creator
    Replicant
  • Years Active
    2023 - 2025
  • Episodes
    22
  • Rating
    Clean
  • Copyright
    © Replicant
  • Show Website
    Dialed In