CX Roundtable

CX Roundtable is where customer experience leaders, product innovators, and BPO executives meet to reframe how we think about support, retention, and growth. Hosted by retention strategist and industry leader Sarah Caminiti , this podcast brings together decision-makers from SaaS, AI, and service operations to answer the questions every CX team faces: How do you transform customer support from a cost center into a growth engine? What does AI actually mean for CX jobs and systems? How can BPO partnerships create scalable, sustainable success? Each episode features candid conversations with executives shaping the future of CX — from help desk product VPs to founders of global outsourcing firms — giving you practical strategies, fresh perspectives, and real-world case studies you won’t hear anywhere else. Whether you’re a CX leader, CEO, COO, or customer-obsessed founder , this is your play

CX Roundtable is a business podcast hosted by Sarah Caminiti, with 10 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Sarah Caminiti hosts CX Roundtable, a business show with 10 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  Episode #10

  Workforce Management 401: The Strategic Partner

  Jan 27, 20261h 13mS1

  <p>Send us a text</p><p>Workforce Management has spent too long being treated as a tactical function — focused on schedules, service levels, and intraday firefighting. In this final episode of the WFM series, we elevate the conversation.</p><p><b>Workforce Management 401: The Strategic Partner</b> is the capstone episode that ties everything together — from forecasting fundamentals to operational maturity — and challenges WFM leaders to step fully into their role as strategic business partners.</p><p>Joined by <b>Arlyne Pardo</b> and <b>Dan Smitley</b>, this conversation explores what truly changes when WFM moves beyond execution and in...

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  Episode #9

  Workforce Management 301: Defining What "Good" Looks Like

  Jan 20, 202653 minS1

  <p>Send us a text</p><p>In this episode of <b>CX Roundtable</b>, we continue our <b>Workforce Management (WFM) series</b> with a deep dive into what good WFM actually looks like in practice.</p><p>After covering <b>WFM fundamentals (WFM 101)</b> and <b>why workforce management matters (WFM 201)</b>, this episode focuses on the <b>operational reality of workforce management</b>—including KPIs, forecasting accuracy, intraday management, SOPs, tooling, and organizational trust.</p><p>Host <b>Sarah Caminiti</b> is joined by workforce management experts <b>Dan Smitley</b> and <b>Arlyne Pardo</b> to un...

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  Episode #8

  Workforce Management 201: The Link Between Cost, Burnout, and Experience

  Jan 13, 202651 minS1

  <p>Send us a text</p><p><b>Workforce Management 201: The Link Between Cost, Burnout, and Experience</b></p><p><br/></p><p>Workforce management is often treated as a scheduling function.</p><p>In reality, it’s a leadership decision with lasting consequences.</p><p><br/></p><p>In this episode of <b>CX Roundtable</b>, host Sarah Caminiti is joined by workforce management leaders Dan Smitley and Arlyne Pardo to unpack how staffing decisions quietly shape three things every organization cares about: cost, burnout, and customer experience.</p><p><br/></p><p>This conversation moves beyond definitions and to...

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  Episode #7

  Workforce Management 101: The Invisible Engine of Customer Experience

  Jan 6, 202654 minS1

  <p>Send us a text</p><p>Workforce Management (WFM) is one of the most critical—and misunderstood—functions in Customer Experience.</p><p>In the first episode of the <b>CX Roundtable Workforce Management Series</b>, host <b>Sarah Caminiti</b> sits down with <b>Arlyne Pardo</b>, a seasoned WFM professional, and <b>Dan Smitley</b>, founder of a workforce management consulting practice, to break down what WFM actually is, why it matters, and how it quietly shapes customer experience, employee wellbeing, and leadership decisions.</p><p>This conversation strips workforce management back to its foundation: understanding demand, matc...

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  Episode #6

  The Future of Contact Centers: AI, Human Leadership & the Next Decade of CX

  Dec 9, 202556 minS1

  <p>Send us a text</p><p><b>What does the next decade of contact centers look like?</b></p><p>In this episode of CX Roundtable, host <b>Sarah Caminiti</b> is joined by two global leaders in the customer experience industry — <b>Brad Cleveland</b> and <b>Luke Jamieson</b> — to break down the five major shifts transforming contact centers today.</p><p>From AI-driven workflows to the rise of human-in-the-loop models, to the quiet crisis of agent burnout, this conversation unpacks how contact centers are evolving into <b>the intelligence hub of the entire organization</b>.</p><p>We...

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