The CX Leaders Podcast moderated by Mark Hillary kicks off with our first guest, Daniel Fay, IT Director, Interact Contact Centres. Interact have contact centres across the UK and South Africa and work with some of today’s leading brands.
Say goodbye to complacency: AI isn’t a future threat, it’s a now problem
-
Will AI replace agents? Not wholesale. But jobs that are routine or script-driven are being eaten, agents must move upmarket to judgement, nuance and empathy or be sidelined.
-
Real AI use today: automation for scale, analytics for decisioning, and AI-assisted agents, not bots pretending to be humans. Guardrails (bias, privacy, oversight) aren’t optional; they’re survival rules.
-
Authentication is a broken user experience: password friction destroys CX and drives costs, fix identity flows or lose customers.
-
“Chat will never be fully automated”: asynchronous, context-rich conversations demand human judgement, bots can triage, humans convert and retain.
-
Metrics shift: stop worshipping AHT and traditional KPI’s. Measure customer happiness, experience outcomes, and long-term value.
-
Global scale, practical lessons: Interact’s multi-country operations show tech is only as good as the people and processes that wield it.
Who should listen? CX leaders who want blunt, tactical insight on integrating AI without sacrificing experience.
If you are wondering how large CX organisations are pivoting this is one not to miss.
Listen to the podcast here.
