Скачать или смотреть Nicole Kyle: Busting 5 myths about customer service

Customer service is full of myths, and they’re slowing us down.

In this episode of Dialed In, Nicole Kyle (Managing Director & Co-Founder, CMP Research) joins Gadi Shamia (CEO & Co-Founder, Replicant) to bust the 5 biggest lies contact centers still tell themselves.

From automation anxiety to the illusion of human-only personalization, Nicole shares the data and insights every CX leader needs.

In this episode:
Why 50% automation by 2028 isn’t a stretch, it’s already here
The future of work: fewer Tier 1 agents, more AI coaches and analysts
Why personalization doesn’t require a human (and can be better without one)
The BPO inflection point: dual models, skill gaps, and what breaks first
Why effort score is replacing CSAT and NPS at leading brands
What “good” looks like in an AI-augmented contact center

👉 If you’re still running CX on outdated assumptions, this conversation is your wake-up call.

🔗 Learn more about Replicant: https://www.replicant.com

🎧 Listen to the Dialed In podcast on Spotify/Apple: [link]