Beyond the Queue

Everyone is talking about AI in the contact center. But what actually works–and why?

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. Whether it’s improving efficiency, elevating customer experience, or getting the balance right between automation and human support, each episode explores the challenges–and opportunities–organizations are facing today.

Beyond the Queue – trailer

Catch a glimpse of the conversations shaping the future of customer operations through real stories, practical insights, and lessons from industry leaders.

Beyond the Queue – Episode one

Beyond the Queue – Episode two

Beyond the Queue – All episodes

Our host

At Capgemini, Scott Manghillis drives digital transformation for our clients, working at the intersection of generative AI and customer experience to revolutionize contact centers. His AI-driven strategies consistently enhance customer engagement while optimizing 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.