The Future of Contact Centers: Blending AI and Human Touch with Alex Levin, Co-founder & CEO of Regal.AI

Oct 31, 2024

In a fascinating discussion, Alex Levin, Co-founder and CEO of Regal.AI, dives into the future of contact centers by emphasizing the blend of AI and human interaction. He highlights the importance of creating personalized customer experiences, noting that human touch remains vital even in a digital-first world. Alex warns that up to 90% of contact center roles may shift to AI over the next decade. He also advocates for cross-functional collaboration to meet evolving market demands, ensuring organizations foster a customer-centric culture.

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INSIGHT

Data + Human Touch Yields Value

Combining data-driven marketing with contact center personal touches improves customer experience.
Contact centers can be high touch and cost-effective with the right technology and alignment.

INSIGHT

Stay Close to Customers

Being close to customers keeps product and business development open-minded and fun.
Regular interaction with customers validates hypotheses and improves decision-making.

ADVICE

Hire for Customer-Centric Culture

Hire and reward employees who prioritize customer interaction and embody company values.
Encourage 'organ rejection' to maintain strong culture alignment, enabling rapid team growth.

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This episode features an interview with Alex Levin, Co-founder and CEO of Regal.ai where he leads the go-to-market teams. Previously, Alex was a product manager at Personal and Thomson Reuters, and then joined Handy (acquired by ANGI in 2018) as an early employee where he led growth and marketing.

In this episode, Kailey sits down with Alex to discuss strategies for maximizing customer centricity, the balance between AI and human-driven customer experiences, and the importance of alignment between organizational values and company culture.

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Key Takeaways:

While digital solutions and automation are crucial, personal touches, even in a digital-first world, enhance customer satisfaction and loyalty.
Over the next decade, it's expected that up to 90% of contact center roles will be taken over by AI.
By fostering cross-functional collaboration and ensuring all teams work toward common objectives, companies can better adapt to changing market demands and enhance their customer engagement efforts.

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“The goal is to treat each individual differently and think about how you're going to drive the best experience for them and the best outcome and the most customer lifetime value for you as a brand. That may not be treating everybody the same. It may be, actually, even when it's something very simple, giving them a high touch experience because you think the outcome is going to be better.” – Alex Levin

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Episode Timestamps:

‍*(02:37) - Alex’s career journey

*(13:35) - Trends impacting customer experience

*(21:51) - Navigating high touch experiences

*(29:38) - How AI will impact contact centers

*(39:23) - How Alex defines good data

‍*(41:44) - Alex’s recommendations for upleveling customer experience strategies

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Links:

Connect with Alex on LinkedIn

Connect with Kailey on LinkedIn

Learn more about Caspian Studios

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Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com