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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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