Zappix CX Tech Talks

Bridging AI With CX

CX Tech Talks explores the transformative world of artificial intelligence in the customer service and customer experience domain. This series features exclusive discussions with industry leaders and innovators who are at the forefront of AI advancements.

Each episode explores the latest trends, challenges, and breakthroughs in AI, providing valuable insights and inspiration. Through in-depth interviews, experts share their experiences, strategies, and visions for the future of AI in customer service. Leaders also discuss their company’s current AI applications, offering unique perspectives on how AI is transforming their industry and their own customer journeys.

Join us for engaging conversations with visionaries and pioneers as they unveil the future of AI in customer service. Stay tuned for a closer look at how AI is transforming the customer experience landscape.

Episode 14

In this episode of CX Tech Talks, Zappix President & CEO Yossi Abraham is joined by Eric Karofsky, Founder & CEO of VectorHX. Karofsky explains that AI success hinges less on the technology itself and more on disciplined design—mapping real workflows, tying initiatives to business KPIs, and driving thoughtful change management. He emphasizes that experience-led implementation, human-in-the-loop models, and a shift toward proactive, trust-building customer service are what ultimately turn AI from a flashy pilot into meaningful business impact.

Episode 13

In this episode of CX Tech Talks, Zappix President and CEO Yossi Abraham is joined by Christa Heibel, Founder and CEO of CH Consulting Group and Contact Center Visionary & Strategist to discuss the shift from AI hype to practical business results. Heibel advocates for a “walk before you run” strategy, emphasizing the importance of establishing strong internal data foundations and “human-in-the-loop” processes before deploying customer-facing AI.

The conversation explores how organizations can move from AGI to ROI by using technology to augment rather than replace human agents, particularly for complex inquiries. They also apply these insights to the healthcare sector, discussing how AI and automation can standardize and elevate Patient Experience (PX) to meet modern consumer expectations.

Episode 12

In this episode of CX Tech Talks, Zappix President and CEO Yossi Abraham sits down with Apurv Gupta, MD, MPH, Founder and Board Member of A Loving Organization and Chair of Clinical Excellence at Medigram and the Trustworthy Technology & Innovation Consortium. Drawing on two decades of healthcare executive experience, Apurv provides a critical perspective on how to leverage the immense power of AI and automation to solve the modern healthcare system’s most pressing challenges.

The discussion tackles how to combat overwhelming burden and burnout facing staff by strategically deploying AI on the front lines. They explore applications like ambient listening and documentation, and how a practical “human-in-the-loop” approach can automate mundane tasks to unleash human potential for compassionate, hyper-personalized patient care.

Episode 11

In this episode of CX Tech Talks, Zappix President and CEO Yossi Abraham welcomes Michael Pace, Contact Center & Operations Executive and President of the Northeast Contact Center Forum (NECCF). Michael is an industry veteran known for building world-class customer service operations and engineering monumental customer experiences.

Michael provides a candid look at the practical challenges and strategies for adopting AI. The discussion covers the need for a phased implementation focusing on high-volume, low-complexity interactions, and how this approach can significantly reduce costly live call volume. The episode also addresses the “artificial intimidation” leaders face with new technology, the importance of maintaining a clear path to a human agent, and how to effectively use AI for automation while preserving the crucial human touch for empathetic and complex customer issues.

Episode 10

In this episode of CX Tech Talks, Zappix President and CEO Yossi Abraham welcomes Dr. Abha Agrawal, a transformative healthcare leader and former President and CEO of Lawrence General Hospital. Dr. Agrawal brings a unique perspective at the intersection of healthcare leadership, policy advocacy, and technological advancement.

Dr. Agrawal speaks about her own experiences with healthcare technology and AI and examines how it is being utilized throughout healthcare systems. This episode discusses the potential of AI to advance patient experience and drive operational efficiency and the important challenges healthcare systems are facing when implementing this new technology.

Episode 9

In this episode of CX Tech Talks, we sit down with Tomer Azenkot, CEO of Vee24, a leader in AI-powered customer engagement solutions. With a deep understanding of digital transformation, Tomer has been at the forefront of redefining how brands connect with their customers through seamless, real-time interactions.

From AI-driven live engagement to personalized customer journeys, Tomer shares insights on how businesses can leverage technology to enhance customer satisfaction, drive conversions, and create meaningful digital experiences. Tune in to discover how AI is shaping the future of customer engagement and delivering measurable business impact.

Episode 8

In this episode of CX Tech Talks, we sit down with Colleen Beers, former President of North America & Europe at Alorica, a global leader in customer experience management. With nearly 30 years of expertise, Colleen has played a pivotal role in driving strategic direction, leading high-performing teams, and shaping customer-centric operations. Her remarkable journey from starting as a frontline agent to becoming an industry leader offers a wealth of knowledge and inspiration.

Colleen shares her insights on the evolution of customer experience and the importance of empowering frontline teams to deliver exceptional service. From building a strong organizational culture to leveraging data-driven strategies, tune in to hear how Colleen’s leadership has transformed businesses and created lasting impact in the CX landscape.

Episode 7

In this episode of CX Tech Talks, we sit down with Laurence Bloom, Senior Vice President at Ipsos, a global leader in market research and customer experience solutions. With a wealth of experience in driving customer-centric strategies, Laurence has been instrumental in helping organizations transform insights into impactful actions.

Known for his strategic vision and expertise in leveraging data, Laurence shares how AI is revolutionizing the customer experience landscape. From uncovering deep customer insights to enabling predictive decision-making, tune in to learn how brands can utilize AI-driven solutions to enhance customer satisfaction, foster loyalty, and achieve measurable success.

Episode 6

In this episode of CX Tech Talks, we sit down with Lisa Renda, CEO, and David Blackwell, COO, of BPA Quality. With decades of combined experience in the contact center and quality assurance industries, Lisa and David have been instrumental in driving transformative strategies that enhance customer interactions and operational efficiency.

Known for their expertise and forward-thinking approach, Lisa and David share insights on leveraging AI to revolutionize customer experience. From real-time analytics to predictive quality management, tune in to discover how artificial intelligence is reshaping the CX landscape, driving innovation, and empowering brands to deliver exceptional service at scale.

Episode 5

In this episode of CX Tech Talks, we sit down with Jim Iyoob, Chief Customer Officer at Etech Global Services. A 34-year veteran of the call center and BPO industry, Jim has played a pivotal role in shaping strategies, driving business development, and leading operational excellence across Etech’s diverse offerings, including Etech Customer Engagement Solutions, Etech Insights, and Etech Technology Solutions (ETS).

Known for his passion and innovative mindset, Jim shares how brands can optimize and automate customer experience through advanced outsourcing solutions. Tune in to hear his insights on leveraging technology and business intelligence to create award-winning programs that deliver consistent ROI and transform customer service operations.

Episode 4

In this episode of CX Tech Talks, we sit down with Deepan Vashi, EVP and Global Head of Health Plan Solutions at Firstsource. With a distinguished career at companies like Cognizant, Infosys, and Philips, Deepan brings deep expertise in IT and operations.

He shares how advanced technologies such as GenAI, Process Mining, Digital Twin, RPA, AI, IoT, and blockchain are revolutionizing health plans, driving efficiency, and enhancing customer experience. Tune in to hear his insights on the future of healthcare and the digital tools that are reshaping the industry.

Episode 3

In this episode of CX Tech Talks, we sit down with Bruce Belfiore, CEO and Senior Research Executive of BenchmarkPortal, and host of the “CallTalk” radio show. As a leading expert in contact center benchmarking, training, and consulting, Bruce offers invaluable insights into the industry.

Bruce discusses how AI is transforming customer interactions and improving contact center efficiency. With his vast experience, he shares best practices for implementing AI to enhance customer experience and operational performance. Tune in for an enlightening conversation on the future of AI in customer service.

Episode 2

In this episode of CX Tech Talks, we sit down with Mark Brody, the President and CEO of Brohawk Solutions, and President of the Austin Contact Center Alliance. As a seasoned industry leader and columnist for Contact Center Pipeline, Mark brings a wealth of knowledge and experience to our discussion.

Mark shares his unique insights into the evolving role of contact centers in shaping customer experience. With AI rapidly transforming customer service, he offers a unique perspective on its impact on customer experience. Watch the podcast for an enlightening conversation that delves into the future of AI in customer experience and the pivotal role contact centers play in delivering outstanding service.

Episode 1

In this episode of CX Tech Talks, we sit down with Kathleen Peterson, the Founder and Chief Vision Officer of PowerHouse Consulting. With a rich background as an acclaimed call center consultant and industry leader, Kathleen shares her unique insights into the critical role that call centers play in shaping the customer experience.

As AI continues to transform customer service, Kathleen offers a forward-looking perspective on the latest advancements and their impact on the industry. Join us for an inspiring conversation that uncovers the future of AI in customer experience and the essential role of call centers in delivering exceptional service.

Are you interested in being a guest?

If you would like to be the next guest on our Zappix CX Tech Talks Podcast would love to hear from you! Fill out the form, or reach out to us at below:

marketing@zappix.com