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What does the next decade of contact centers look like?

In this episode of CX Roundtable, host Sarah Caminiti is joined by two global leaders in the customer experience industry — Brad Cleveland and Luke Jamieson — to break down the five major shifts transforming contact centers today.

From AI-driven workflows to the rise of human-in-the-loop models, to the quiet crisis of agent burnout, this conversation unpacks how contact centers are evolving into the intelligence hub of the entire organization.

We explore:

• Why AI will elevate agents, not replace them
• The overlooked metrics that reveal who your best performers really are
• How poor technology contributes to attrition and burnout
• Why empowered employees consistently create powerful customer experiences
• The leadership shift from efficiency to space-making
• How companies can build contact centers designed for both humans and the future

Packed with practical insights, candid stories, and strategic frameworks, this episode is a must-listen for CX leaders, contact center executives, support leaders in SaaS, and anyone navigating the future of customer experience.

Featuring:

⭐ Brad Cleveland — Founding Partner at ICMI, CX Advisor, Author

⭐ Luke Jamieson — CX Evangelist & Human-First Technology Leader

🎙️ Hosted by Sarah Caminiti, Career Strategist & Creator of CX Roundtable

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If the culture is bad, it’s on you.

If the product isn’t good, it’s on you.

— Pat Osorio, Co-Founder, Birdie AI

What does it really take to build a company that puts customers at the center — not just in words, but in every decision?

In this all-female Founders edition of CX Roundtable, host Sarah Caminiti brings together three powerhouse women redefining how customer experience is built, scaled, and led:

• Pat Osorio, Co-Founder of Birdie AI
• Nivedha Venkatesh, Founder & CEO of Pageloop
• Emma Roffey, Co-Founder & Co-CEO of Trusted

Together, they open up about the realities of being a founder in CX — the weight of culture, the speed of growth, and the intentionality required to build something that lasts.

You’ll hear:

• Why founders — not CX teams — shape how customers are treated
• How to embed customer experience into your company’s DNA from day one
• What happens when women lead with empathy and strategy
• The mental load of building something that actually cares
• And the reminder that “if the culture is bad, it’s on you.”

This is more than a conversation about CX — it’s a masterclass in leadership, trust, and what it means to build with purpose.

🎧 Hosted by: Sarah Caminiti, Retention Strategist and Founder of the RVA Framework

📅 Release date: November 11, 2025

🔗 Follow CX Roundtable for honest, actionable conversations about leadership, retention, and the future of customer experience.

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Enjoying CX Roundtable? Follow the show, leave a review, and share this episode with someone building the future of customer experience.

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Every thriving support org starts the same way — with one brave person, a shared inbox, and no documentation. But how do you turn that chaos into a foundation that lasts?

In this episode of CX Roundtable, host Sarah Caminiti sits down with two leaders who have lived every version of “building from scratch”: Kenji Hayward (Director of Support, Front) and Priscilla Brooke (Head of Podcaster Success, Buzzsprout). Together, they unpack what it really takes to build — and sustain — great support teams.

You’ll hear them discuss:

• What to prioritize (and what to ignore) when you’re the first or second hire.
• How ownership, documentation, and autonomy shape a team’s DNA.
• Why hiring for humanity matters more than experience.
• The role of psychological safety in speed, accuracy, and trust.
• How to raise the bar — and resist the temptation to settle for “fine.”
• Why metrics like CSAT and time-to-resolution don’t tell the full story.
• How emotional labor evolves as your team scales, and why rest is a leadership skill.

This isn’t just a conversation about starting small — it’s a masterclass in building culture, credibility, and resilience from the ground up.

If you’re hiring your first support rep, rebuilding a burned-out team, or redefining what “good” looks like in CX, this episode will help you build your Support DNA — one intentional decision at a time.

Support the show

Enjoying CX Roundtable? Follow the show, leave a review, and share this episode with someone building the future of customer experience.