CX Gurus
By Jessica Voss, Darren Prine, Fred Stacey
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Category: Management
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Episodes: 41
Description
We didn't study contact centers. We ran them.
CX Gurus goes inside the enterprise contact center with the operators who've lived it — from 500-seat teams to 10,000+ global BPOs. Each week, host Darren Prine and guests break down what's actually working in CX and AI, and what's just noise.
Expect straight talk on AI agents, QA, WFM, vendor selection, and the messy reality of transformation. No consultants who've never taken a call. No hype. Just the practitioner's view from the floor.
Built by Cloud Tech Gurus.
| Episode | Date |
|---|---|
|
From Agent to CEO — Gina Gibson on Matching the Right Tech to the Right Problem
|
Aug 10, 2026 |
|
Why People Disengage at Work — Justin Robbins on Rebuilding Trust in CX
|
Aug 10, 2026 |
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From Check Authorizations to AI ROI — Laura Zegar on 27 Years in CX
|
Aug 10, 2026 |
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From Crisis Line to Call Center QA — Lorne Wood on Fixing What Technology Can't
|
Aug 10, 2026 |
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Where Performance Meets Fun — Cynthia Carrese on Building Cultures That Work
|
Aug 10, 2026 |
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The Power of Connection: Valerie McSorley on People-First CX and Communities That Thrive
|
Aug 10, 2026 |
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30 Years of Fixing Contact Centers: Shellie Plymale on Doing CX the Right Way
|
Aug 10, 2026 |
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What If Your Contact Center Was Perfectly Staffed - Every Hour, Every Day?
|
Jul 16, 2026 |
|
Escape the AI Graveyard: Why Most Bots Fail & How to Build AI That Actually Resolves
|
Jun 18, 2026 |
|
Stop Paying for Agents. Start Paying for Outcomes. | Ft. Siddharth Victor, Movate
|
May 21, 2026 |
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Stop Buying Chatbots, Start Deploying AI Agents
|
Apr 23, 2026 |
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Why the Simplest Contact Center in the Room Keeps Winning
|
Mar 26, 2026 |
|
AI Readiness vs. AI Deployment: Why Getting the Order Wrong Costs Millions
|
Mar 24, 2026 |
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From AI Chaos to Customer Confidence: Building Virtual Agents That Actually Work
|
Dec 18, 2025 |
|
Modern Knowledge Management: Unlocking Real CX Results
|
Dec 04, 2025 |
|
Automation and AI in Support: Keeping the Human Touch
|
Nov 06, 2025 |
|
The Analytics Advantage: Why the Right QA Solution Defines Your CX Success
|
Oct 09, 2025 |
|
AI, Humans & the Future of CX 🚀
|
Oct 03, 2025 |
|
The AI Secrets Most Companies Don’t Know (Yet)
|
Sep 12, 2025 |
|
Future of Knowledge Management | Martin Hobratschk
|
Aug 28, 2025 |
|
Next Generation CX with Jeofrey Bean: Why Gen Z Is Rewriting Customer Experience
|
Aug 14, 2025 |
|
Customer Success Myth Buster – Separating Fake News from Reality
|
May 24, 2022 |
|
How Do You Fix a Fast Moving Train
|
May 24, 2022 |
|
Innovations Driving The Contact Center
|
Feb 15, 2022 |
|
Cultural and Employee Engagement
|
Feb 15, 2022 |
|
The Great Resignation: How we can leverage AI & Gig Workers
|
Jan 14, 2022 |
|
Ready or Not, Here Comes The Cloud
|
Jan 14, 2022 |
|
Why You Should Stop Shopping for AI
|
Jan 14, 2022 |
|
Mentorship: Understanding and developing the next generation of Customer Success Leaders
|
Nov 19, 2021 |
|
Reducing Turnaround Time To Train Agents With MicroLearning
|
Nov 17, 2021 |
|
Why Customer Support is No Longer the Red-Headed Stepchild
|
Nov 17, 2021 |
|
AI Adoption Study
|
Oct 09, 2021 |
|
Work From Home - The New Office
|
Oct 09, 2021 |
|
Why Contact Center Tech won't save you from Needing Salespeople on the Phones
|
Oct 09, 2021 |
|
Why 79% of Your Team Managers are Poor Coaches and What to Do About It
|
Oct 09, 2021 |
|
How is AI-Powered Speech Analytics transforming Contact Center Performance
|
Sep 13, 2021 |
|
Customer Support Sucks....But Does It Have To?
|
Sep 13, 2021 |
|
Artificial Friction & Empathy
|
Aug 25, 2021 |
|
Intro to Artificial Intelligence in the Contact Center
|
Aug 18, 2021 |
|
Lean Techniques in the Contact Center
|
Aug 12, 2021 |
|
Engaging Contract to Hire Staff in a Tough Contact Center Labor Market
|
Jul 30, 2021 |