Building a Customer-Centric AI Strategy: Start Small, Automate, and Scale Effectively

The Modern Customer Podcast

This week on The Modern Customer Podcast, Gadi Shamia—Co-founder and CEO of Replicant—shares his expertise on building a customer-centric AI strategy that delivers real results.

From starting small with AI adoption to automating impactful call flows and scaling strategically, Gadi breaks down the steps leaders can take to unlock efficiency, empower agents, and improve customer experiences. He also highlights how AI is reshaping the contact center workforce, creating a future where agents handle high-value, complex interactions while automation tackles the rest.

Whether you're navigating AI adoption or looking to future-proof your CX strategy, this episode is packed with actionable insights for smarter, faster progress.

🎧 Tune in now to discover how to embrace AI’s potential and build a CX strategy that evolves with your business!

This episode of The Modern Customer Podcast is sponsored by Replicant.

Key Highlights from the Conversation:

00:00 Introduction and Background

03:57 AI's Impact on Contact Centers

07:27 From Script to Spirit

09:36 A Strategic Approach to AI Adoption

11:57 Next-Gen QA with Conversation Intelligence

17:36 The Future Contact Center Workforce

25:24 Rapid Fire Questions with Gadi Shamia

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

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