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”