Leadership and CX Podcast

The contact center is no longer just about answering calls — it’s about answering to a new era. One where AI meets empathy, and insights drive every interaction. About the Episode: Contact centers are undergoing a seismic shift. Customers demand faster, smarter, and more personalized service. Leaders are racing to align technology, teams, and strategy — often all at once. So how do you lead when everything is changing… right now? In this episode of the Etech Leadership Table & CX Podcast, we dive deep into “The Now” of contact centers with industry leader Kate Brouse and Melissa Wood. This conversation goes beyond buzzwords — it’s a masterclass on realigning your contact center strategy for today’s expectations. Why You Should Watch: ✅ Close the Experience Gap Learn why even “good enough” customer service isn’t enough anymore — and how AI can help bridge the gap. ✅ Align AI with Human Strategy Discover the practical steps to ensure your AI initiatives are truly customer-centric, not just tech trends. ✅ Clean Data = Clear Strategy Why your future with AI depends not just on tools, but on trustworthy, clean data — and how to get it. ✅ Lead for What’s Next Find out the top skills every contact center leader needs right now to navigate rapid transformation. What You’ll Hear: How to know if your AI initiative in your contact center is worth fixing or shutting down Why AI should always be designed with the customer in mind — not just internal efficiency The biggest mistake leaders make when launching AI pilots in contact centers What most contact centers are missing when it comes to data readiness How to balance short-term fixes with long-term transformation Meet the Experts: Kate Brouse : Brand Ambassador of CX, Outsource Consultants Melissa Wood : Dean of Leadership Development, Etech Watch Now: The Now of Contact Centers Whether you’re a CX leader, data strategist, or contact center executive, this episode gives you the clarity and roadmap to lead with confidence — in the now, and into what’s next. Tune in now to future-proof your Contact Center.

It’s not just about retaining customers anymore — it’s about redefining success itself. Customer success has entered a new era — one shaped by AI, rising expectations, and shrinking patience. Today’s CX leaders face mounting pressure to boost retention, increase renewals, and prove impact — with fewer resources and higher accountability. So what’s the future of customer success? And how can leaders stay ahead of what’s coming next? About the Episode: In this episode of the Etech Leadership Table & CX Podcast, customer success expert Aaron Thompson joins Manu Dwievedi for a real talk on how customer experience and success teams can stop chasing churn — and start owning the revenue conversation. This conversation isn’t just thought-provoking — it’s actionable, eye-opening, and built for every leader serious about turning customer experience into a measurable growth engine. Why You Should Watch: ✅ Stop Churn Before It Starts Understand why the seeds of churn are planted early — and how onboarding, alignment, and product truth-telling can turn it around. ✅ CSQL: The Game-Changer Metric Learn how tracking Customer Success Qualified Leads (CSQLs) can give your CS/CX teams a real seat at the revenue table. ✅ Beyond “Check-the-Box AI” Discover why AI alone won’t save you — unless it’s backed by strategy, ownership, and education across your team. ✅ Retention Is the New Acquisition Why the second renewal matters most — and how to build loyalty that sticks. What You’ll Learn: Why 70% of churn isn’t caused by customer success teams (and what really is) The top 5 revenue streams every CS leader should track (hint: not just NRR) How to use AI to eliminate the mundane — and unlock more human impact Why cross-functional alignment is your secret weapon to sustainable CX success What leaders must do today to prepare their teams for tomorrow Meet the Experts: Manu Dwievedi – Senior Director – Etech Insights Aaron Thompson – Head of Growth and Business Development – Sturdy AI Watch Now: The Future of Customer Success Whether you lead Customer Success, CX, Sales, or Product — this episode will challenge your thinking, expand your toolkit, and help you move from reactive support to proactive success. 👉 Don’t just retain customers. Create advocates. Tune in now to future-proof your customer success strategy.

Discover how AI is transforming customer service — not replacing people, but empowering them to deliver exceptional experiences. About the Episode: In today’s fast-moving CX world, AI is no longer a buzzword—it’s a reality. But the real question isn’t if AI belongs in contact centers. It’s how we can use it to create better human experiences. In this episode of the Etech Leadership Table and CX Podcast, Manu Dwievedi and Matthew Fishbein share expert insights into how AI is reshaping customer interactions. They explore how technologies like automation and predictive analytics can take over repetitive tasks, allowing agents to focus on what they do best — solving problems with empathy and building real relationships. This episode invites you to look beyond the hype and see how AI, when done right, becomes a powerful ally to both agents and leaders. Why You Should Watch: AI + Human Power: Discover how AI doesn’t replace people — it empowers them. Boost Agent Focus: Learn how automation helps reduce burnout and improve service quality. Customer-first Innovation: See how predictive tools personalize service and anticipate needs. Real Stories, Real Impact: Hear how real teams are using AI to work smarter and care deeper. Skills for the Future: Get a peek into the future-ready mindset of tomorrow’s CX teams. Key Takeaways: Why AI is a tool — not a threat — for contact center teams How to combine data-driven speed with emotional intelligence The must-have skills for AI-empowered agents Why trust, empathy, and adaptability are still your CX superpowers Meet the Experts: Manu Dwievedi – Senior Director – Etech Insights Matthew Fishbein – Director of Learning and Development, Cox Automotive Inc. This is a must-watch for anyone leading, managing, or working in a contact center today.