AI is changing the way billions of consumers experience their everyday products and services.
And tomorrow’s customer service blueprint is still being written.
Tune in to the Dialed In podcast, hosted by Gadi Shamia, for thought-provoking conversations with industry experts on the current, and future, state of CX.
You don't have an AI problem, you have a people problem
Tiger Tyagarajan, Senior Advisor, BCG, Bain Capital and former CEO of Genpact, joins Replicant’s Gadi Shamia to unpack why most enterprise AI fails. From broken org design to change-resistant cultures, Tiger reveals what’s really holding transformation back, and how to fix it. In this episode:
Why AI isn't a technology challenge, it’s a leadership challenge
The real reason enterprise pilots stall (hint: it’s not the model quality)
Why being “AI-ready” means rewiring how decisions get made
What Tiger’s seeing from CEOs who are doing it right (and wrong)
The growing gap between incremental automation and true reinvention
How agentic AI will change enterprise operations forever
13 Oct 2025
Why big tech still can’t build AI
UBS Managing Director, Dmitry Kokhanov, joins Gadi Shamia, CEO and Co-Founder of Replicant, to explore why the biggest names in tech continue to struggle with innovation, especially when it comes to AI. They cover how market leaders evaluate startups, and why the next wave of customer experience transformation is already underway.
In this episode:
Why AI innovation rarely happens inside big tech
The contact center as a proving ground for AI transformation
Consolidation trends in CX and AI, and what’s coming next
The ROI of automation in real-world customer service
Why we’re entering a 3-year window of “AI land grabs”
10 Sept 2025
5 big lies we still tell ourselves about CX
Nicole Kyle, Managing Director and Co-Founder of CMP Research joins Gadi Shamia, CEO and Co-Founder of Replicant, to bust five of the biggest myths holding customer service back, from automation anxiety to the illusion of human-only personalization.
This episode is your cheat sheet for what’s actually changing in the contact center, and what still needs to be done.
In this episode:
Why 50% automation by 2028 isn’t a stretch, it’s already happening
The future of work in CX: fewer Tier 1 agents, more AI coaches and analysts
Why personalization doesn’t require a human and often works better without one
Why effort score is replacing CSAT and NPS at leading brands
What “good” looks like in an AI-augmented contact center
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