Every innovation in customer experience starts with one simple question — how can technology make life better for people?
As AI continues to change how contact centers operate, the real challenge for leaders isn’t just adopting new tools — it’s revolutionizing how teams learn, develop, and lead in this new environment.
AI-powered learning and development is changing everything: how we train agents, coach for performance, and build leadership capabilities. The technology is here. The question is: how do we use it to develop people without losing what matters most — the human connection?
In this episode of the Etech Leadership Table CX Podcast, Melissa Wood sits down with Matthew Fishbein, an expert in contact center operations, digital transformation, and learning and development with over 20 years of experience, , to explore how leaders can blend empathy with AI to create stronger, more connected teams.
Together, they unpack how AI can empower agents, improve coaching, and enhance decision-making — without losing the human connection that customers and employees value most. This isn’t about replacing people. It’s about giving them tools that let them do what they do best: listen, connect, and solve problems that matter.
About the Episode
This episode examines how human-centered AI is reshaping learning and development in contact centers — from how L&D teams design and deliver training programs to how agents receive real-time coaching and support in their everyday work.
Melissa and Matthew discuss the real-world impact of AI on communication, training, and empathy in customer service. You’ll hear how AI can act as a teammate for learning professionals, not a replacement — helping leaders create better training experiences faster and helping teams develop skills that drive success.
It’s a conversation that shows AI’s true power lies not in automation, but in its ability to help humans do what they do best — connect, listen, and lead.
Why This Conversation Matters
Lead with Purpose: Learn how AI can help leaders spend less time managing systems and more time developing people.
Develop Future-Ready Skills: Discover how technology can support agents with insights that build confidence and enhance performance.
Build Human Connections: See how empathy and AI can work together to create better customer and employee experiences.
Shape the Future: Understand what the next generation of contact centers looks like — where data, design, and human understanding work in harmony.
What You’ll Learn
- How AI transforms leadership coaching and training delivery at scale
- The role of empathy and emotional intelligence in the age of automation
- Where training should focus: what AI can’t do and how to leverage AI effectively
- Change management strategies for implementing AI training tools
- Why human connection will always be the most powerful driver of great CX
Meet the Experts
Matthew Fishbein – Contact Center Operations Expert & AI Innovator
Melissa Wood – Dean of Leadership Development, Etech Global Services
Watch Now: Transform Your Learning and Development with AI
See how modern contact centers are using AI to empower people .Get practical strategies for better training programs, effective coaching, and leading with empathy and innovation.
You’ll hear honest answers to real concerns: Will AI replace L&D roles? How do we help people who fear technology? What happens when implementations don’t go as planned?
Because when learning technology serves people, everyone wins.
Watch the full episode now!
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