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Rachael Schaefer of Concentrix on Human-Centered AI, Workforce Transformation, and the Future of CX, Podcast
At NiCE World 2026, Moshe Beauford, Technology Editor at Technology Reseller News, sat down with Rachael Schaeffer, VP of Growth and GTM Execution at Concentrix, for a candid discussion about AI’s growing role in customer experience and business operations. Schaefer cautioned against organizations pursuing wholesale workforce replacement strategies, arguing that removing humans from the equation often creates new challenges rather than solving existing ones. Instead, she emphasized the importance of keeping people in the loop and leveraging AI to augment, rather than replace, human expertise. The conversation also explored channel opportunities, practical AI deployment strategies, organizational change management, and how businesses can strike the right balance between automation, efficiency, and customer satisfaction.
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