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HBO and The Ringer's Bill Simmons hosts the most downloaded sports podcast of all time, with a rotating crew of celebrities, athletes, and media staples, as well as mainstays like Cousin Sal, Joe House, and a slew of other friends and family members who always happen to be suspiciously available.
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Welcome to The Amplitude of Tech podcast, produced by Amplix, where we explore the technologies, trends, and strategies shaping the future of customer experience.
In this episode, Shawn Cordner sits down with Steve Blood, VP of Market Intelligence & Evangelism at Five9 and former longtime Gartner analyst, for a wide-ranging conversation on the evolving world of CX. Steve shares insights from 35 years in the industry, covering everything from the rise of “CX” as a board-level priority to how AI will redefine the future of contact centers.
Together, Shawn and Steve discuss:
- Why the term “call center” isn’t disappearing anytime soon
- How CX maturity varies widely across industries
- The real impact of AI beyond hype and what is coming next
- Why companies must focus on customer outcomes, not just operational savings
- Whether we are in an AI bubble and what the next 12 months will reveal
- What successful organizations are doing right when deploying AI
- The future role of human agents as “AI supervisors”
- Why customer journey mapping, data usage, and governance matter more than ever
Steve also shares bold predictions about AI, consolidation in the CCaaS market, the convergence of CX technologies, and how organizations should rethink their three-to-five-year CX roadmap.
7 episodes
