{"id":767648,"date":"2026-09-02T01:28:26","date_gmt":"2026-09-02T06:28:26","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?post_type=research-and-insight&#038;p=767648"},"modified":"2026-09-02T01:30:06","modified_gmt":"2026-09-02T06:30:06","slug":"beyond-the-queue","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/us-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-center-but-what-actually-works-and-why\" class=\"wp-block-heading\">Everyone is talking about AI in the contact center. 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 learned, 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\u2013organizations 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 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<\/p>\n","protected":false},"author":499,"featured_media":767649,"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":294,"primary_term":"Business operations","featured_focal_points":""},"tags":[],"research-and-insight-type":[554],"theme":[299,294],"brand":[],"service":[240],"industry":[],"partners":[],"content-group":[],"class_list":["post-767648","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 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