Mike Aoki on Balancing Agentic AI and Human Connection in the Contact Center
The contact center is the real-time pulse of customer experience. Too many organizations treat it only as a cost.
Mike Aoki, a Canadian contact center consultant and trainer, joined me to explore how contact centers have evolved and how leadership choices shape outcomes.
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Originally aired July 31, 2025 as Episode 146 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
The evolution from telephone to omnichannel and agentic AI
How leadership priorities, technology, and agent empowerment affect results
The risks of relentless efficiency metrics: churn and lost intelligence
More than a cost center
When leaders listen to the contact center, it becomes a source of insight and loyalty. Mike shows what that takes.
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About the guest
Mike Aoki is a contact center consultant and trainer based in Canada.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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