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Dialed In
The Podcast for CX Innovators. Our podcast features conversations with CX leaders, technologists and business leaders about all things AI, customer service, automation, and contact centers.
Latest Episode
Airbnb's Head of Digital Experience, Hanlin Fang
Airbnb serves 150 million users. From missing towels to a guest holding a rowdy party - the amount of issues are endless. We discuss how AI builds a team, processes and leverages AI to address this unique problem.
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Episode Library
Explore our library of though-provoking discussions and expert insights that will help you optimize your customer service operations, deliver exceptional experiences, and stay ahead in the ever-evolving landscape.
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Episode 5Airbnb's Head of Digital Experience, Hanlin FangWatch Now -
Episode 4Chief Digital Officer of Memorial Healthcare, Jeff SturmanWatch Now -
Episode 3Stanford Fellow & Responsible AI Leader, Elizabeth AdamsWatch Now -
Episode 2Former Chief Customer Officer of Salesforce, Mike MilburnWatch Now -
Episode 1Talkdesk Founder & CEO, Tiago PaivaWatch Now -
Series TrailerIntroducing: Dialed InWatch Now
Episode 5
Airbnb's Head of Digital Experience, Hanlin Fang
Across 220 countries, Airbnb serves 150 million users. From missing bath towels to a host issuing a compliant about their guest holding a party - the amount of issues that can appear are endless. We discuss how AI builds a team, processes and leverages AI to address this unique problem.
Episode 4
Chief Digital Officer of Memorial Healthcare, Jeff Sturman
Chief Digital Officer of Memorial Healthcare, Jeff Sturman, joins the podcast to tell us how Memorial Healthcare and the entire industry is pushing customer service into the future with AI & automation.
Episode 3
Stanford Fellow & Responsible AI Leader, Elizabeth Adams
How do design a bot with appropriate level of empathy? Should AI identify itself as a machine when greeting a customer? What do human workers need to know about their AI co-workers? These questions are answered in episode 3 of Dialed In.
Episode 2
Former Chief Customer Officer of Salesforce, Mike Milburn
Mike Milburn, previous Chief Customer Officer of Salesforce, joins the Dialed In podcast to discuss his legendary career up to this point. Mike joined Salesforce in 2008 when Salesforce was just a sales tool. He was part of the founding team of Salesforce Service Cloud and oversaw the first deployment ever. In one 52 week period, he traveled across the country implementing 52 contact centers. He tells stories of these times and gives his thoughts and recommendations for contact centers looking into AI & automation.
Episode 1
Talkdesk Founder & CEO, Tiago Paiva
Founder & CEO of Talkdesk, Tiago Paiva, joins Gadi Shamia to discuss how technology is changing contact centers and customer service agents.
Series Trailer
Introducing: Dialed In
Tune in to the Dialed In podcast, hosted by Gadi Shamia, for thought-provoking conversations with industry experts on the current, and future, state of CX.
