The Future of Contact Centers: AI, Human Leadership & the Next Decade of CX Artwork

CX Roundtable

CX Roundtable is where customer experience leaders, product innovators, and BPO executives meet to reframe how we think about support, retention, and growth. Hosted by retention strategist and industry leader Sarah Caminiti, this podcast brings together decision-makers from SaaS, AI, and service operations to answer the questions every CX team faces:

How do you transform customer support from a cost center into a growth engine?
What does AI actually mean for CX jobs and systems?
How can BPO partnerships create scalable, sustainable success?

Each episode features candid conversations with executives shaping the future of CX — from help desk product VPs to founders of global outsourcing firms — giving you practical strategies, fresh perspectives, and real-world case studies you won’t hear anywhere else.

Whether you’re a CX leader, CEO, COO, or customer-obsessed founder, this is your playbook for building loyal customers and resilient teams in a rapidly changing landscape.

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CX Roundtable

The Future of Contact Centers: AI, Human Leadership & the Next Decade of CX

December 09, 2025 • Sarah Caminiti • Season 1 • Episode 6

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What does the next decade of contact centers look like?

In this episode of CX Roundtable, host Sarah Caminiti is joined by two global leaders in the customer experience industry — Brad Cleveland and Luke Jamieson — to break down the five major shifts transforming contact centers today.

From AI-driven workflows to the rise of human-in-the-loop models, to the quiet crisis of agent burnout, this conversation unpacks how contact centers are evolving into the intelligence hub of the entire organization.

We explore:

Why AI will elevate agents, not replace them
The overlooked metrics that reveal who your best performers really are
How poor technology contributes to attrition and burnout
Why empowered employees consistently create powerful customer experiences
The leadership shift from efficiency to space-making
How companies can build contact centers designed for both humans and the future

Packed with practical insights, candid stories, and strategic frameworks, this episode is a must-listen for CX leaders, contact center executives, support leaders in SaaS, and anyone navigating the future of customer experience.

Featuring:

⭐ Brad Cleveland — Founding Partner at ICMI, CX Advisor, Author

⭐ Luke Jamieson — CX Evangelist & Human-First Technology Leader

🎙️ Hosted by Sarah Caminiti, Career Strategist & Creator of CX Roundtable

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