Leadership and CX Podcast

Every innovation in customer experience starts with one simple question — how can technology make life better for people?  As AI continues to change how contact centers operate, the real challenge for leaders isn’t just adopting new tools — it’s revolutionizing how teams learn, develop, and lead in this new environment. AI-powered learning and development is changing everything: how we train agents, coach for performance, and build leadership capabilities. The technology is here. The question

Every strong customer experience begins with a team that feels confident, supported, and prepared.  But as workplaces change, with remote work, new tools, and faster technology, how we train and connect with our people has to change too.  In this episode of the Etech Leadership Table CX Podcast, Manu Dwievedi sits down with Michelle Norcross, a Contact Center Expert who has spent years helping teams grow through learning that’s simple, practical, and meaningful.  Together, they explore how training

The contact center is no longer just about answering calls — it’s about answering to a new era. One where AI meets empathy, and insights drive every interaction.  About the Episode:  Contact centers are undergoing a seismic shift.  Customers demand faster, smarter, and more personalized service. Leaders are racing to align technology, teams, and strategy — often all at once. So how do you lead when everything is changing… right now?  In this episode of the Etech Leadership Table & CX

It’s not just about retaining customers anymore — it’s about redefining success itself.  Customer success has entered a new era — one shaped by AI, rising expectations, and shrinking patience. Today’s CX leaders face mounting pressure to boost retention, increase renewals, and prove impact — with fewer resources and higher accountability.  So what’s the future of customer success? And how can leaders stay ahead of what’s coming next?  About the Episode:  In this episode of the Etech Leadership Table

Discover how AI is transforming customer service — not replacing people, but empowering them to deliver exceptional experiences.  About the Episode: In today’s fast-moving CX world, AI is no longer a buzzword—it’s a reality. But the real question isn’t if AI belongs in contact centers. It’s how we can use it to create better human experiences.  In this episode of the Etech Leadership Table and CX Podcast, Manu Dwievedi and Matthew Fishbein share expert insights into how AI is reshaping customer

One team. Four generations. Countless perspectives. Here’s how to lead them all — without losing your mind.  About the Episode: In today’s workplace, it’s not just about managing tasks — it’s about managing mindsets.  From Gen Z fresh out of college to Boomers with decades of experience, each generation brings its own strengths, struggles, and styles to the table. In this episode of the Etech Leadership Table and CX Podcast, Melissa and Fabiola get real about what it takes to lead across

Welcome to a New Era of Employee Engagement!  In today’s fast-paced business world, keeping your team motivated and engaged can be challenging. But what if there was a way to make work exciting and boost productivity simultaneously? Enter the world of gamification and technology-driven employee engagement!  At Etech, we understand the importance of creating a work environment where employees are not only engaged but also excited about their daily tasks. Our latest podcast episode, “Gamifying