Reimagining The Contact Center - with Marc Bernstein

Reimagining the Contact Center is a warm and conversational podcast that digs into the new contact center economy and how technology, businesses, and the modern customer work together to build better lives for ourselves and our families.

Reimagining The Contact Center - with Marc Bernstein is a business podcast hosted by Marc Bernstein, with 62 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.

Marc Bernstein hosts Reimagining The Contact Center - with Marc Bernstein, a business show with 62 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 #16

  #62 - Capacity: The Decade of the Agent

  Jul 14, 202551 minS2

  <p>This week, Marc Bernstein sits down with David Karandish, Founder and CEO of Capacity, for a conversation that stretches beyond tech stacks and into the future of how humans and systems work together. From the outdated CRM to the rise of “systems of engagement,” Marc and David unpack why the traditional software hierarchy is being flipped—and how AI copilots are becoming essential teammates, not replacements. They explore what it takes to design tech that aligns with how people actually get work done, the role of smart automation in the “Decade of the Agent,” and the real story behind the latest...

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  Episode #15

  #61 - Shep Hyken: Beware of Artificial Incompetence

  Jun 30, 202542 minS2

  <p>In this episode of Reimagining the Contact Center, Marc Bernstein sits down with customer experience legend Shep Hyken to unpack the evolving relationship between AI and human empathy in customer service.</p><p><br></p><p>Together, they dive into: the rise of self-service everything, the danger of “artificial incompetence," why empathy still matters—even in a world ruled by bots, the tension between customer convenience and human connection, what a no-human future might mean for loyalty, trust, and brand memory.</p><p><br></p><p>Whether you're building an AI roadmap or just trying to keep your CX huma...

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  Episode #14

  #60 - Rime: From Vocal Cords to Code

  Jun 23, 202542 minS2

  <p>In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Lily Clifford, Founder and CEO of Rime, to unpack the emotional mechanics of spoken language, the cultural expectations we attach to voice technology, and why some AI voices make us uneasy while others feel oddly familiar.</p><p>Marc and Lily explore how human communication isn’t just about words—it’s about cadence, intention, and identity. They discuss the risks of blurring the line between synthetic and human, how different generations are reshaping voice tech expectations, and why making a voice “believable” is more about respect th...

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  Episode #13

  #59 - 8x8: Build AI That Backs Your Team

  Jun 13, 202545 minS2

  <p>AI is everywhere—but are we using it wisely?</p><p>In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Sam Wilson, CEO of 8x8, to dissect the current wave of AI adoption in CCaaS and beyond. </p><p>Sam shares his perspective on balancing innovation with customer trust, integrating AI that actually works, and redefining what “good” looks like in the modern contact center. </p><p>Whether you're a tech-forward leader or a skeptic with scars from failed pilots, this episode will shift how you think about AI’s role in your operation.</p><p><br><...

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  Episode #12

  #58 – Pinkfish: The New Rules of AI Fluency

  Jun 5, 202538 minS2

  <p>What does it really take to bring AI into the workforce—for real? In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Charanya “CK” Kannan, CEO and Co-founder of Pinkfish, to explore the new rules of AI adoption.</p><p>CK brings the hard-earned perspective of a founder who’s seen it all—and still bets big on AI. The two dive deep into why agentic AI is leaving RPA in the dust, what it means to pace your automation strategy, and why every org needs a champion who understands what AI can (and can’t) do.</p><p...

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