{"id":719632,"date":"2026-09-01T07:17:48","date_gmt":"2026-09-01T07:17:48","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=research-and-insight&#038;p=719632"},"modified":"2026-09-02T07:22:25","modified_gmt":"2026-09-02T07:22:25","slug":"beyond-the-queue","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/beyond-the-queue\/","title":{"rendered":"Beyond the Queue"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:49% 44%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Business operations<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Beyond <em>the<\/em> Queue<\/h1><\/div><h2 class=\"reasearchInsightTitle\">The customer experience podcast<\/h2><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div class=\"col-12 col-md-2\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/insights\/research-library\/cloud-realities-podcast\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/insights\/research-library\/cloud-realities-podcast\/&amp;text=Cloud%20realities%20podcast\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/insights\/research-library\/cloud-realities-podcast\/&amp;text=Cloud%20realities%20podcast\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div><div class=\"article-text article-quote-text\">\n<h3 id=\"h-everyone-is-talking-about-ai-in-the-contact-centre-but-what-actually-works-and-why\" class=\"wp-block-heading\">Everyone is talking about AI in the contact centre. But what actually works\u2013and why?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">This series brings together voices from across the industry to share real experiences, lessons learnt, and practical insights from the front lines of customer operations. Whether it\u2019s improving efficiency, elevating customer experience, or getting the balance right between automation and human support, each episode explores the challenges\u2013and opportunities\u2013organisations are facing today.<\/p>\n\n\n\n<h4 id=\"h-beyond-the-queue-trailer\" class=\"wp-block-heading\">Beyond the Queue &#8211; trailer<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Catch a glimpse of the conversations shaping the future of customer operations through real stories, practical insights, and lessons from industry leaders.<\/p>\n\n\n\n<iframe loading=\"lazy\" width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless=\"\" src=\"https:\/\/share.transistor.fm\/e\/2bcaf80d?color=FFFFFF&#038;background=30343C\"><\/iframe>\n\n\n\n<h4 id=\"h-beyond-the-queue-episode-one\" class=\"wp-block-heading\">Beyond the Queue &#8211; Episode one<\/h4>\n\n\n\n<iframe loading=\"lazy\" width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless=\"\" src=\"https:\/\/share.transistor.fm\/e\/cfe5c418?color=FFFFFF&#038;background=30343C\"><\/iframe>\n\n\n\n<h4 id=\"h-beyond-the-queue-episode-two\" class=\"wp-block-heading\">Beyond the Queue &#8211; Episode two<\/h4>\n\n\n\n<iframe loading=\"lazy\" width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless=\"\" src=\"https:\/\/share.transistor.fm\/e\/b1946f69?color=FFFFFF&#038;background=30343C\"><\/iframe>\n\n\n\n<h4 id=\"h-beyond-the-queue-all-episodes\" class=\"wp-block-heading\">Beyond the Queue &#8211; All episodes<\/h4>\n\n\n\n<iframe loading=\"lazy\" width=\"100%\" height=\"390\" frameborder=\"no\" scrolling=\"no\" seamless=\"\" src=\"https:\/\/share.transistor.fm\/e\/beyond-the-queue\/playlist?color=FFFFFF&#038;background=30343C\"><\/iframe>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\" section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Our host<\/h2><\/div><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/03\/Scott_Manghillis-1.webp\" alt=\"Scott Manghillis\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/manghillis\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Scott Manghillis<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Business Transformation Manager<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/manghillis\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">At Capgemini, Scott Manghillis drives digital transformation for our clients, working at the intersection of generative AI and customer experience to revolutionise contact centres. His AI-driven strategies consistently enhance customer engagement while optimising efficiencies to simultaneously boost revenue and reduce costs. He brings this same practical enterprise expertise to his podcast, Beyond the Queue, where he hosts no-nonsense conversations with top practitioners to share real-world CX strategies.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>This series brings together voices from across the industry to share real experiences, lessons learned, and practical insights from the front lines of customer operations. <\/p>\n","protected":false},"author":499,"featured_media":719633,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":0,"primary_term":"Business operations","featured_focal_points":""},"tags":[],"research-and-insight-type":[639],"theme":[428,389],"brand":[],"service":[359],"industry":[],"partners":[],"content-group":[],"class_list":["post-719632","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-podcast","theme-business-operations","theme-customer-first","service-intelligent-business-operations"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - 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