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