Recorded live at Customer Contact Week earlier this summer, Cara Rosner of the Customer Strategist Journal sits down with Andrew Santoro of Bank of America to discuss how a regulated industry leader balances brand reputation with innovation. They explore AI's impact on agent roles, the human-in-the-loop philosophy, and how Bank of America's Erica virtual assistant creates seamless handoffs between AI and associates to deliver a more personalized client experience.

Most CX leaders think they know where AI lives in their contact center. They're wrong. It's tucked inside your QA platform. It's in your WFM tool. It arrived quietly with that last vendor upgrade nobody fully scoped. And all of it falls under new compliance requirements of the EU AI Act. August 2 marks the next step in the EU AI Act implementation. It’s a wake-up call for CX leaders to be compliant and set up their organizations for AI adoption at scale. In this excerpt of a recent LinkedIn Live event, Wayne Kay of TTEC Digital talks to Amanda Panks of TTEC Digital and Georgi Georgiev of TTEC about why the EU AI Act matters to everyone, and what to do to get ready. Want to learn more? Watch the full video here -https://www.ttecdigital.com/videos/the-eu-ai-act-is-coming-for-cx-are-you-ready

If you're pouring money into AI but still not sure you're getting the ROI you expected, this episode might be your wake-up call. Cara Rosner sits down with Nicole Kyle, Chief Product Officer at CMP — the Customer Contact Research Company — to talk about why getting your customer analytics and data in order isn't just a nice-to-have, it's the essential first step before any AI investment can pay off. Kyle shares CMP research data about what makes or breaks a self-service interaction, customer adoption of automated channels, and more.

Claire handles 1,500 calls a day and never gets tired. The AI customer service agent for resolves issues in a fifth of the time of a live agent and recently accepted a customer service award at an all-company town hall. But she's not replacing anyone — she's making every human agent more effective. Nate Christiansen of Henry Schein One breaks down how to deploy AI that elevates your team, not threatens it, and why the biggest barrier to AI adoption in CX is change management.

What opportunities are hidden in your fleet’s telematics? by Elizabeth Glagowski

New tools and AI advances are changing how the voice channel works for customer experience interactions. Krisp's Robert Schoenfield discusses the impact of innovations around the voice channel for customers and businesses alike.

How can companies support new electric vehicle customers? In this LinkedIn Live excerpt, Percepta experts Pete Rodriguez, Jamie Goldberg, and Omar Riahi explain what brands should do first, and what they should stop doing to make the EV ownership experience great from day zero. Their consensus? A gas vehicle mentality will leave you stalled.

Most companies are sitting on a mountain of customer insights they don't know how to use. In the latest interview in the CX Pod’s Tech Insight series, LevelAI CEO Ashish Nagar breaks down how the world's most efficient enterprises are using intelligent automation to bridge the gap between "good service" and "enterprise-wide growth." Key Takeaways: - "Nobody calls customer service to talk about customer service" - insights drive product, marketing, and compliance improvements - The future is one integrated system, not four different AIs for one customer journey - Full-stack AI integration (GPUs → models → data → apps) is the enterprise stack of the future - Work backwards from ROI - identify highest impact automation opportunities first - AI agents aren't replacing humans; they're creating consistent, high-quality customer experiences across all touchpoints

Sean Minter, CEO of AmplifAI, joins host Liz Glagowski as her first guest in the CX Pod's Tech Insights series. They discuss how AI is revolutionizing contact center performance. Learn why traditional QA falls short, how to identify true top performers, and what it takes to turn AI data into real business results. Subscribe on theCXPod.com or wherever you get your podcasts. The CX Pod is produced by TTEC and the Customer Strategist Journal. Learn more: The CX Pod - https://www.thecxpod.com TTEC Perform AI-enabled coaching — https://www.ttec.com/resources/video/carla-and-ttec-perform TTEC — https://www.ttec.com AmplifAI — https://www.amplifai.com

Confused by the explosion of AI search acronyms? You're not alone. In this episode of the CX Pod, Customer Strategist Journal Editor Liz Glagowski sits down with SEO expert Kelsey Libert, co-founder of marketing agency Fractl, to cut through the noise and bring clarity to the rapidly evolving world of AI search. What you'll learn: ✅ The real differences between SEO, GEO (Generative Engine Optimization), AEO (Answer Engine Optimization), and AISO (AI Search Optimization) ✅ Exclusive research findings about popular AI search best practices ✅ What the data reveals about which terms are actually gaining traction in the industry ✅ Practical strategies for optimizing your brand visibility across ChatGPT, Claude, and traditional search engines ✅ How to build authority that works across all platforms—from Google to AI chatbots 🎙️ Hosted by Liz Glagowski | Customer Strategist Journal 🎤 Guest: Kelsey Libert | Co-founder, Fractl | Speaker at MozCon, BrightonSEO, SMX Advanced