In this eye-opening episode of The CX Pod, host Liz Glagowski sits down with TTEC experts Alfredo Rizzo and JB Bednar to discuss a trend so new, it didn't even make it into their November 2025 CX Trends report: AI agents calling contact centers on behalf of customers.
This isn't science fiction—it's happening now. Contact center associates are fielding calls from AI assistants that negotiate payment settlements, request supervisors when dissatisfied, and handle everything from healthcare benefit confirmations to complex financial transactions.
Featuring real-world examples that sound impossible until you hear the actual call recordings, this episode reveals why CIOs and business leaders are responding with "immediate attention and a sense of urgency" when confronted with this rapidly evolving challenge.
This episode is an excerpt from a larger LinkedIn Live event. For the full conversation and to download the complete CX Trends report, visit https://www.ttec.com/resources/webinars/say-goodbye-to-old-school-cx-in-2026
Episode Length: Approximately 12 minutes
Guests: Alfredo Rizzo, CTO of TTEC Digital and JB Bednar, Head of Innovation at TTEC
Key Topics: Agentic AI, Contact Center Trends, Customer Experience, AI Authentication, Machine Experience
