Discover how AI is transforming customer service — not replacing people, but empowering them to deliver exceptional experiences.  About the Episode: In today’s fast-moving CX world, AI is no longer a buzzword—it’s a reality. But the real question isn’t if AI belongs in contact centers. It’s how we can use it to create better human experiences.  In this episode of the Etech Leadership Table and CX Podcast, Manu Dwievedi and Matthew Fishbein share expert insights into how AI is reshaping customer interactions. They explore how technologies like automation and predictive analytics can take over repetitive tasks, allowing agents to focus on what they do best — solving problems with empathy and building real relationships.  This episode invites you to look beyond the hype and see how AI, when done right, becomes a powerful ally to both agents and leaders.  Why You Should Watch:  AI + Human Power: Discover how AI doesn’t replace people — it empowers them.  Boost Agent Focus: Learn how automation helps reduce burnout and improve service quality.  Customer-first Innovation: See how predictive tools personalize service and anticipate needs.  Real Stories, Real Impact: Hear how real teams are using AI to work smarter and care deeper.  Skills for the Future: Get a peek into the future-ready mindset of tomorrow’s CX teams.  Key Takeaways:  Why AI is a tool — not a threat — for contact center teams  How to combine data-driven speed with emotional intelligence  The must-have skills for AI-empowered agents  Why trust, empathy, and adaptability are still your CX superpowers  Meet the Experts:  Manu Dwievedi – Senior Director – Etech Insights  Matthew Fishbein – Director of Learning and Development, Cox Automotive Inc.   This is a must-watch for anyone leading, managing, or working in a contact center today.