Explore the Latest Episodes of DJ Talks CX
Each week on DJ Talks CX, I break down the trends, challenges, and innovations shaping the world of customer experience and business process outsourcing. From the impact of AI on frontline operations to the economic forces driving global outsourcing, these episodes offer practical insights and real-world analysis drawn from over two decades of industry experience. Whether you're in operations, strategy, or just passionate about CX, this is your space to stay informed and inspired.
Episode 3: What a Fully AI-Augmented CX Team Looks Like
In Episode 3 of DJ Talks CX, DJ explores what a fully AI-augmented customer experience team looks like in today’s fast-evolving service landscape. This episode breaks down how AI tools like real-time agent assist, automated quality monitoring, predictive scheduling, and smart knowledge systems are transforming the way agents work—from reducing handle time to improving job satisfaction. With a mix of real-world examples and relatable storytelling, DJ shows how AI and human talent can collaborate to deliver faster, smarter, and more empathetic customer service.
Episode 2: How is AI transforming the experience of frontline agents
In this episode, we explore how AI is transforming the day-to-day experience of frontline agents—not by replacing them, but by empowering them. From automating repetitive tasks and providing real-time assistance to improving consistency, reducing burnout, and enhancing job satisfaction, AI is reshaping the role of the agent into a more strategic, knowledgeable, and customer-focused professional. The episode highlights how tools like AI co-pilots, smart routing, and embedded knowledge systems are helping agents deliver faster, more accurate, and more empathetic support in today’s evolving CX landscape.
Episode 1: The State of Outsourcing in 2025
In this episode, we explore how AI is transforming the day-to-day experience of frontline agents—not by replacing them, but by empowering them. From automating repetitive tasks and providing real-time assistance to improving consistency, reducing burnout, and enhancing job satisfaction, AI is reshaping the role of the agent into a more strategic, knowledgeable, and customer-focused professional. The episode highlights how tools like AI co-pilots, smart routing, and embedded knowledge systems are helping agents deliver faster, more accurate, and more empathetic support in today’s evolving CX landscape.