How AI Is Rewriting Customer Experience—and What Leaders Must Do Now

What this episode covers

AI is no longer a future concept in customer experience—it’s already reshaping how companies engage, sell, and support at scale. In this episode of Gaining the Technology Leadership Edge, Mike sits down with Alex Levin, founder of Regal.io and former growth leader at Handy, to explore how AI-powered contact centers are transforming entire industries. Alex shares lessons from scaling businesses through major mergers, building products at the edge of what’s possible, and rethinking the role of customer interaction in a world rapidly moving toward automation. The conversation challenges the long-held belief that self-service always improves efficiency. Alex explains why removing human interaction actually hurts growth in complex industries like home services, healthcare, insurance, and education—and how AI voice agents are now restoring personalization at scale. They also unpack how proactive outbound engagement, real-time customer intent signals, and AI-driven experimentation have helped Regal clients drive billions in revenue. This episode offers a clear look at where AI replaces humans, where it amplifies them, and why the contact center is shifting from a cost center to a growth engine. For leaders navigating AI adoption, customer experience, and scale, this is a practical, grounded view of what’s coming next.

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