We didn't study contact centers. We ran them. CX Gurus goes inside the enterprise contact center with the operators who've lived it — from 500-seat teams to 10,000+ global BPOs. Each week, host Darren Prine and guests break down what's actually working in CX and AI, and what's just noise. Expect straight talk on AI agents, QA, WFM, vendor selection, and the messy reality of transformation. No cons... more
| Publishes | Monthly | Episodes | 34 | Founded | 5 years ago |
|---|---|---|---|---|---|
| Number of Listeners | Categories | TechnologyManagementBusiness | |||
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Latest Episodes
Every contact center leader makes the same bad bet every morning: overstaff and burn labor, or understaff and burn your CX. The traditional 8-hour shift was built for a world that no longer exists.
In this episode, host Darren Prine sits down with *... more
Every contact center has an AI graveyard. Failed chatbots. Pilots that never scaled. The root cause is almost never the technology — it's a lack of AI readiness, unclear use cases, and AI that was built to respond rather than resolve.
In Episode 5 o... more
The BPO industry is splitting in two — commodity providers heading toward irrelevance, and transformation partners capturing all the growth.
In this episode, Darren Prine sits down with Siddharth Victor, SVP & Head of Support Services at Movate, to ... more
Most healthcare contact centers have tried chatbots and been burned. But what's possible today with AI agents is dramatically different.
In this episode, Darren Prine sits down with Rebecca Clyde, Co-Founder and CEO of Botco.ai, to break down what A... more
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Great show if you want to dig deep with industry leaders. They have a number of great executives on their roster
Apple Podcasts5OMc_
United States5 years ago
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Apple Podcasts | #181 |  United Arab Emirates/Business/Management |
Apple Podcasts | #232 |  Spain/Business/Management |
Apple Podcasts | #232 |  Singapore/Business/Management |
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Frequently Asked Questions About CX Gurus
What is CX Gurus about and what kind of topics does it cover?
Across episodes, the show centers on practical CX transformation, AI adoption, and platform consolidation for contact centers. Key threads include moving from headcount-based contracts to outcome-driven models, deploying AI responsibly in regulated environments, and unifying knowledge management and operations to improve agent productivity and customer outcomes. Guests range from AI orchestration and KM experts to CX leaders, with a strong emphasis on governance, data quality, and measurable ROI. The format often features real-world case studies, governance guidance, and pragmatic steps for buyers and operators to modernize tech stacks without sacrificing customer experience. A notable trait is translating complex AI and orchestration conce... more
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How many episodes of CX Gurus are there?
CX Gurus launched 5 years ago and published 34 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.
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What guests have appeared on CX Gurus?
Recent guests on CX Gurus include:
1. Jon Brown
2. Mike Schulman
3. Siddharth Victor
4. Rebecca Clyde
5. Jim Murphy
6. Wayne Butterfield
7. Adam Fenwick
8. Tyler Dixon
To view more recent guests and their details, simply upgrade your Rephonic account. You'll also get access to a typical guest profile to help you decide if the show is worth pitching.