Rachael Schaefer of Concentrix on Human-Centered AI, Workforce Transformation, and the Future of CX, Podcast
From Telecom Reseller / Technology Reseller News by Telecom Reseller
June 9, 2026
About this episode
Rachael Schaefer discusses the role of AI in customer experience and the importance of human involvement in workforce transformation.
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.
People in this episode
Host: Moshe Beauford
Guest: Rachael Schaefer
Topics covered
- AI in customer experience
- workforce transformation
- business operations
- channel opportunities
- organizational change management
Keywords
- AI
- customer experience
- workforce transformation
- business operations
- automation
- efficiency
- customer satisfaction
Mentioned in this episode
Organizations: Concentrix, Technology Reseller News
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