Customer Experience (CX) is undergoing the biggest transformation in decades, powered by AI and accelerated by the shift to Contact Center as a Service (CCaaS). In this episode of The Macro AI Podcast, Gary and Scott break down where CCaaS is today, how AI is reshaping the landscape, and what business leaders need to do to prepare for the next ten years.

We start with the basics: what CCaaS actually is, why it matters, and who the leading players are — from established platforms like Five9, NICE, Genesys, and Avaya to innovators such as Verint, Talkdesk, 8x8, Microsoft, Zoom, eGain, and Observe.AI. This sets the stage for sourcing decisions and gives listeners a realistic view of the vendor ecosystem.

From there, we dive into where CX stands today. Companies have chatbots, transcription tools, and AI-driven coaching — but most of it is fragmented. The real future is orchestration: AI systems that not only interact with customers but orchestrate workflows across humans, machines, and enterprise systems.

Looking ahead, Gary and Scott explore four insights executives may not have considered:

• Contact centers as insight engines — mining every customer interaction for churn risk, product feedback, and revenue opportunities.
• A shift in the economic model — from cost-per-seat to outcome-based pricing tied to resolution, containment, or customer satisfaction.
• Regulatory blind spots — how compliance, transparency, and trust will define CX success as much as speed and efficiency.
• The organizational shift — why CX won’t remain a siloed department but will evolve into an enterprise-wide orchestration function.

The episode also highlights the role of independent AI consultants in bridging the gap between technology and business outcomes. From assessing data readiness and designing orchestration fabrics to implementing governance frameworks, consultants help companies avoid vendor lock-in and align AI to their unique business models.

For CIOs, COOs, and CEOs, the message is clear: the companies that start building AI fluency and governance now will be the ones delivering tomorrow’s customer experience. The future of CX is not just faster service — it’s intelligent, predictive, and woven into the fabric of the entire enterprise.

Send a Text to the AI Guides on the show!

About your AI Guides

Gary Sloper

https://www.linkedin.com/in/gsloper/

Scott Bryan

https://www.linkedin.com/in/scottjbryan/

Macro AI Website:

https://www.macroaipodcast.com/

Macro AI LinkedIn Page:

https://www.linkedin.com/company/macro-ai-podcast/

Gary's Free AI Readiness Assessment:

https://macronetservices.com/events/the-comprehensive-guide-to-ai-readiness

Scott's Content & Blog

https://www.macronomics.ai/blog