Explorez tous les épisodes du podcast CX Leaders
| Titre | Date | Durée | |
|---|---|---|---|
| Dan Fay - Interact CC - AI Enabled, People Led: Why Humans Still Matter in CX | 27 Jul 2026 | 00:28:34 | |
AI Enabled, People Led: Why Humans Still Matter in CX In the first episode of CX Leaders, the podcast from the Customer Xperience Alliance (CXA), host Mark Hillary talks to Dan Fay, IT Director at Interact Contact Centres, about how AI is changing the role of the contact centre. Dan argues that the most effective approach is often "AI enabled, but people led." Simple interactions may increasingly be automated, but complex, emotional, or relationship-based conversations still benefit from human judgement and empathy. AI can instead support agents by surfacing the right information at the right moment, allowing them to focus more completely on the customer. The conversation also explores AI governance, security, knowledge management and the real cost of deploying AI at scale. Dan explains how Interact's employee-owned structure encourages longer-term thinking about technology, with AI viewed as a way to make employees more capable rather than simply reducing headcount. --------- https://www.linkedin.com/in/daniel-fay-78881695/ https://www.linkedin.com/company/interact-cc --------- Host: https://www.linkedin.com/in/markhillary/ | |||
| Welcome To CX Leaders | 23 Jul 2026 | 00:00:42 | |
Welcome to the CX Leaders podcast from the Customer Xperience Alliance! Host Mark Hillary introduces the podcast - interviews coming soon! Podcast launches on July 28, 2026. | |||