Most Recent Episode
How do you move from chaos to clarity with CX AI? (feat. Zendesk) On this episode, we explore AI orchestration in contact centers — and what CX leaders need to know to move from digitized chaos to operational clarity.
Most brands have implemented AI in their customer experience oper
Time: 33:37
On this episode, we explore AI orchestration in contact centers — and what CX leaders need to know to move from digitized chaos to operational clarity.
Most brands have implemented AI in their customer experience operations to some degree. But when systems are siloed, data is fragmented and workflows are disconnected, AI can magnify problems instead of solving them.
AI orchestration in the contact center changes that by connecting your data, systems and workflows so AI can make real decisions across every channel. This can increase resolution rates, improve agent experience and drive measurable business impact.
Nuri Gocay, director of contact center platform architecture at Zendesk, and Abby Spahich, global vice president for digital CX solutions at TELUS Digital, map the path from operational fragmentation to orchestrated clarity, making the case that true AI orchestration is ultimately about delivering better customer experiences, not just better efficiency metrics. Their perspectives cover readiness, organizational barriers and the first steps toward a truly orchestrated CX operation.
Show notesJoin us at Zendesk Relate 2026 in Denver, Colorado, May 18–20, 2026. TELUS Digital is a platinum sponsor — be sure to stop by our booth to connect with our team in person.Read Abby Spahich’s latest article, The modern CCaaS strategy: Five steps for turning efficiency into growth. Connect with Abby Spahich on LinkedIn.Connect with Nuri Gocay on LinkedIn.
GUID: 6ead1049-2265-4307-8a52-b137312aee64
Release Date: 23/04/2026, 16:35:00
