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Contact centers are more complex than ever—AI, cloud platforms, and remote work have created a perfect storm for customer experience leaders. In this episode, Luke Jamieson, CX evangelist and host of 2020Ish, joins us to unpack the collision of technology and experience.
Luke shares how CX observability can reveal the upstream technical issues that silently erode trust, introduces the “10 by 10 rule” for agent burnout, and makes the case for a universal CX risk score to help IT and CX leaders speak the same language.
He also reflects on his 25-year journey from the phones to the frontlines of innovation, and why treating both customers and employees well isn’t just good business—it’s the foundation for meaningful work.
🎙️ Topics include:
The new complexity of contact center operations
CX observability and the power of unified data
The 10 by 10 rule and its link to attrition
Why voice is becoming the new white-glove channel
Building bridges between IT and CX teams
#BytesAndBanter #CustomerExperience #ContactCenter #CXObservability #AICX #ServiceManagement #HDILocalChapters
https://www.lukejamieson.live/
Luke Jamieson is a globally recognized thought leader in customer experience (CX) and the future of work, known for his infectious energy, creativity, and deep industry expertise. With over 25 years in the contact center world, Luke brings a unique perspective that blends hands-on leadership experience with a technologist’s view of how AI and data are reshaping CX.
As a practitioner, he led the transformation of some of Australia’s top contact centers. Today, as a technologist and CX evangelist, he helps organizations bridge the gap between technology performance and human experience.
Luke is the co-host of the wildly popular CX game show Twenty20ish, a sought-after speaker, and a featured contributor to industry outlets including ICMI, The Wall Street Journal, and The Australian. He studied Design Thinking at Stanford’s d.school and is a certified LEGO® Serious Play® facilitator, combining innovation and play to drive meaningful change in the CX space.
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HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org
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Bytes and Banter Podcast Team
Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/
Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/
Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/
Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/
Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/
Podcast Operating System: https://www.PodTechs.com
Post-Production: https://www.PodTechs.com
