CX Insider - Customer experience leaders sharing insights and ideas for customer service success

April 16, 2026

“If AI Replaces Humans, We’re Doing It Wrong”/w Jhon Finch

AI Isn’t Replacing Humans—It’s Here to Make Them Better | CX Insider Podcast In this episode of CX Insider, Tamil and Greg sit down with John Finch from RingCentral to explore the future of customer experience in the age of AI. From Silicon Valley insights to real-world applications, we unpack how AI is transforming customer conversations—without replacing the human touch. This episode dives into the balance between automation and empathy, and why the best customer experiences feel completely effortless. Whether you're in marketing, CX, or just curious about AI, this is a must-listen. ⏱️ Timestamps 00:00 – The vision: AI as a system that continuously learns and improves 00:37 – Introduction to John Finch & RingCentral01:07 – Why Silicon Valley shapes innovation in CX02:34 – The big question: AI vs human interaction in customer service03:02 – “AI isn’t replacing humans”—what it’s actually doing04:13 – The problem with traditional systems (IVRs & missed opportunities)05:42 – How AI improves revenue & customer satisfaction06:49 – Real-time AI assistance for customer service agents08:27 – What “effortless customer experience” really means09:39 – Introducing AI Receptionist & AI Representative (Air & Air Pro)11:00 – AI handling full customer transactions autonomously12:47 – How data & conversation intelligence power better CX15:45 – The future of customer expectations in an AI world18:10 – Why old CX tech created frustration (and how AI fixes it)20:53 – The shift to 24/7, human-like AI interactions22:44 – Turning contact centres from cost centres to profit drivers24:43 – How AI is reshaping roles inside organisations25:57 – Why human-to-human interaction still matters27:13 – The “white glove” experience in modern CX28:36 – Quick fire: Beach or ski holiday? 🌴⛷️28:56 – Holiday drink of choice 🍺

February 9, 2026

"inside luxury fashion CX"- W Maud Lagarde (Louis Vuitton)

February 2, 2026

"by 2030 banking will be proactive"-W/Monika Kashyap (HSBC) EP132

In this episode of CX Insider, we’re joined by Monika Kashyap (HSBC) to explore how augmented AI helps teams make better decisions—and why, by 2030, commercial banking will be more proactive and personal than ever. We dig into AI-led omnichannel journeys, real-time personalisation, and what it takes to move from reactive service to proactive, value-adding CX.