Mike Begala on AI, Customer Experience, and Leading Change at Casio

In this interview from CCW Vegas 2026, Mike Begala, General Manager for the Americas at Casio, shares how the company is transforming its customer service operation from a traditional, transactional support model into a relationship-driven customer experience strategy.Mike discusses the challenges of modernising long-standing systems, why empowering frontline agents is the foundation of great customer service, and how Casio is using RingCentral's cloud communications and AI capabilities to improve quality, efficiency, and customer satisfaction. Rather than rushing into AI, he advocates a measured approach—"crawl, walk, then run"—focusing on clear objectives, strong partnerships, and bringing employees along on the journey.The conversation explores the realities of digital transformation, the importance of integrating AI with existing knowledge and business systems, and why the biggest competitive advantage still comes from engaged people delivering exceptional customer experiences.Whether you're planning your own AI roadmap or looking to modernise your contact centre, Mike offers practical insights on balancing technology, process, and people to create lasting value for both customers and organisations.