CX Gurus

AI in CX: Bill Staikos on the Future of Contact Centers

Episode Summary

Is AI transforming the contact center, or is the industry focused on the wrong things? Fred Stacey sits down with Bill Staikos, CEO & Managing Partner at Be Customer Led, to break down the real future of customer experience, AI, and the workforce.

Episode Notes

Is AI transforming the contact center, or is the industry focused on the wrong things?

In this full episode of the Contact Center Journeys Podcast, Fred Stacey sits down with Bill Staikos, CEO & Managing Partner at Be Customer Led, to break down the real future of customer experience, AI, and the workforce.

Bill shares powerful insights on:

• Why companies misunderstand AI's role in CX
• - The danger of replacing people instead of augmenting them
• - How AI will reshape work, culture, and customer expectations
• - Why surveys are failing modern CX teams
• - What the next 5 years of contact centers will look like
• - The rise of wearables, multimodal AI, and agent-to-agent interactions
• - What younger professionals should do to build a future-proof career

This is one of the most grounded, forward-looking CX conversations you'll hear this year.

About the Speakers

Fred Stacey — Host of Contact Center Journeys & CEO at Cloud Tech Gurus. A veteran CX and contact center expert focused on elevating the next generation of leaders.

Bill Staikos — CEO & Managing Partner at Be Customer Led. CX/EX leader with 20+ years across financial services, consulting, and enterprise transformation.