The Human Advantage in an AI-First Era

Customer expectations move at “now” speed, but too many contact centers are still running on yesterday’s workflows. This fireside chat with Robin Gareiss, CEO and Principal Analyst at Metrigy, explores how technology is empowering human agents to deliver faster resolutions, reduce repeat contacts, and increase CSAT. With more than 25 years advising Fortune 100–1000 executives and leading Metrigy’s research on enterprise transformation, Robin brings a data-driven perspective on how to balance innovation with empathy.

In this discussion, you’ll see how AI can amplify—not replace—human connection through guided next steps, quick summaries, and smarter answer-finding, while giving supervisors powerful tools for real-time coaching and agent growth.

In this webinar, you’ll learn:

• Why customers consistently prefer human-led service even in an AI-first era
• How to balance AI innovation with empathy, trust, and personalization
• Practical strategies to reduce agent burnout, boost CSAT, and turn service into a growth driver
• How technology can amplify, rather than replace, human connection

Speakers:

Natalie Mackay, 8x8,Inc., Senior Product Marketing Manager, CCaaS

Robin Gareiss, Metrigy, CEO & Principal Analyst