Leaders discuss automation, upskilling and the next era of support.

Join host Kay in a compelling conversation with customer experience veteran Sarah from Concentrix and tech expert Rohit as they explore the evolving landscape of customer support. From the early days of phone and email support to today’s AI-augmented workflows, this discussion dives deep into how technology is transforming—not replacing—the human element in service roles. Sarah brings over 18 years of frontline leadership in BPO, offering real-world insights into upskilling, team dynamics, and shifting service expectations.

Rohit adds a tech-forward lens, breaking down how engineers and AI can collaborate to create smarter, more efficient support systems. The duo also explores how generational shifts—like Gen Z's dislike for phone calls—are reshaping communication norms. Whether you're a CX leader, tech enthusiast, or someone tracking the future of work, this video offers fresh, optimistic perspectives on what it takes to thrive in a rapidly evolving support environment.