In this brutally honest episode, Amas Tenumah sits down with Dan Mannion, CEO of Spark CX, to unpack one of the industry’s most embarrassing truths: most contact centers still have no idea why customers are contacting them.

They dive into:

• Why decades of dashboards and speech analytics failed to deliver real insight.

• How Spark CX is using generative AI to turn unstructured call data into actual understanding.

• Why “automating empathy” is nonsense — and what AI can do right.

• The hilarious (and horrifying) true stories of AI hallucinations in customer service, including one that ended with a 911 call.

• What it really takes to build a startup from scratch in an industry addicted to inertia.

If you care about customer experience, leadership, or the future of AI in service — this one will both shock and inspire you.

🎙️ Hosted by Amas Tenumah — calling bullshit on corporate fairy tales and fighting for the humans on both sides of the headset.

Summary

In this conversation, Amas Tenumah and Imran Noormohamed explore the evolving landscape of consulting, customer experience, and the impact of AI on the industry. Imran shares his journey into consulting, emphasizing the importance of customer experience as the core of business success. They discuss the prevalent focus on AI in client conversations, the future role of consultants, and the need for introspection among clients regarding their strategies. The discussion also touches on the balance between human interaction and AI in customer service, highlighting both optimism and concerns about the direction of the industry.

Takeaways

Customer experience is the heart and soul of businesses.

AI is a prevalent topic in consulting conversations.

Consultants need to adapt to the changing landscape of technology.

Clients should ask what they are missing in their strategies.

The role of consulting may shift towards needing different skill sets.

Efficiency in consulting may lead to fewer consultants needed.

Human interaction remains crucial in customer service despite AI advancements.

Companies are beginning to recognize the potential of contact centers as revenue sources.

Cheaper solutions do not always equate to better service.

The future of consulting will require a balance between AI and human expertise.

Chapters

00:00 Introduction to Consulting Journey

02:15 Understanding Customer Experience

04:25 AI in Consulting: Current Trends

07:59 The Future of Consulting in 2025

11:31 Personal Insights and Impactful Purchases

13:34 Client Expectations and AI Integration

19:18 Optimism and Pessimism in Customer Experience

28:53 Amas outro.mp4

In this conversation, Amas Tenumah and Luke Jamieson explore the intricacies of Customer Experience (CX) and Employee Experience (EX). They discuss the evolution of CX, the importance of understanding customer needs, and the often-overlooked role of employee engagement in delivering exceptional service. The dialogue also touches on the perceptions of CFOs regarding CX, the rising expectations of customers, and the challenges faced by employees in contact centers. Ultimately, the conversation emphasizes the need for organizations to value both customers and employees to create a harmonious and effective service environment.

Luke Jamieson and Amas Tenumah explore the complexities of human capital in a capitalist society, the evolving nature of work with AI, the commercialization of conferences, and the balance between pessimism and optimism in the industry. They discuss the need for a more human-centric approach to work, the challenges faced in networking environments, and the importance of trust and authenticity in professional interactions.TakeawaysCX has evolved from creating ideal experiences to genuine care.Meeting customer needs is inherently challenging.Employee experience is crucial for effective customer service.CFOs often misunderstand the value of CX.Customer aggression is on the rise due to unmet expectations.Organizations must prioritize employee engagement.The CX industry is still in its infancy.Celebrating successes in CX fosters a positive environment.Customers want respect and connection in service interactions.Financial pressures are driving employee dissatisfaction. Humans should not be treated as assets in a capitalist society.AI can help redefine roles to focus on meaningful work.Conferences have become overly commercialized and less valuable.There is a need for an 'anti-conference' that prioritizes genuine learning.

Trust in the industry is becoming a commodity rather than a value.

Navigating social media can be challenging but rewarding.

Taking control of one's emotional responses can lead to optimism.The importance of authenticity in professional interactions is paramount.Networking should focus on genuine connections rather than sales pitches.The future of work is about finding balance and purpose.

Luke on linkedin: https://www.linkedin.com/in/luke-jamieson/