CX Gurus

Technology Podcasts

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...

Episodes

The Longest Wait: What Kidney Failure Taught Me About Customer Effort

Remote Work, Leadership, and the Future of Contact Centers | John Coulter

Nate Brown's Journey in Customer Experience | From Customer Service to CX Leadership

From Insurance Agent to Running Contact Centers Worldwide | Tyler Orrell

AI in CX: Bill Staikos on the Future of Contact Centers

From Agent to CEO — Gina Gibson on Matching the Right Tech to the Right Problem

Why People Disengage at Work — Justin Robbins on Rebuilding Trust in CX

From Check Authorizations to AI ROI — Laura Zegar on 27 Years in CX

From Crisis Line to Call Center QA — Lorne Wood on Fixing What Technology Can't

Where Performance Meets Fun — Cynthia Carrese on Building Cultures That Work

The Power of Connection: Valerie McSorley on People-First CX and Communities That Thrive

30 Years of Fixing Contact Centers: Shellie Plymale on Doing CX the Right Way

What If Your Contact Center Was Perfectly Staffed - Every Hour, Every Day?

Escape the AI Graveyard: Why Most Bots Fail & How to Build AI That Actually Resolves

Stop Paying for Agents. Start Paying for Outcomes. | Ft. Siddharth Victor, Movate

Stop Buying Chatbots, Start Deploying AI Agents

Why the Simplest Contact Center in the Room Keeps Winning

AI Readiness vs. AI Deployment: Why Getting the Order Wrong Costs Millions

From AI Chaos to Customer Confidence: Building Virtual Agents That Actually Work

Modern Knowledge Management: Unlocking Real CX Results