In this episode of Get Out of Wrap, Martin is joined by David Paulding, Global Sales & Growth expert at Nextiva.

David shares his career journey from the early days of contact centres in the 90s through to driving international growth today. Together, Martin and David explore:

• Why many organisations are still struggling with the same customer service challenges they faced decades ago.

• The role of AI in customer experience—its potential, the hype, and the reality.

• How companies can avoid “Frankenstack” systems and instead build integrated, digital-first platforms.

• The importance of partnership, ongoing service, and business outcomes over shiny features.

• Why Nextiva is taking a different approach with Unified Customer Experience (UCXM).

The conversation also touches on music, battle-of-the-bands stories, and what the next five years of contact centres may look like.

👉 Tune in to hear practical insights into digital transformation, customer experience, and leadership from one of the industry’s most experienced voices.

In this episode, Martin kicks off September with an interactive live discussion packed with insight, humour, and community spirit.

We start by sharing what’s on everyone’s bucket list — from swimming with great white sharks to playing football on Copacabana Beach — before diving into today’s big industry question:

👉 Customers want quick resolutions and short wait times. So why is it still so hard for contact centres to deliver this?

Together with the live audience, we explore:

• The role of planning, training, and empowering frontline teams

• Why agent autonomy can make or break first-time resolution

• The impact of over-engineered customer journeys and disconnected channels

• The growing influence of AI, automation, and web chat trends

• How focusing less on AHT and more on customer outcomes can transform satisfaction

We also look at fresh research from ContactBabel’s UK Contact Centre Decision Makers’ Guide 2025, discussing web chat vs. inbound calls, automation levels, and the reality of self-service adoption.

As always, the conversation is lively, honest, and driven by the amazing GOOW community.

🔗 If you work in contact centres, this episode will get you thinking differently about how we balance speed, quality, and customer expectations.

Your weekly contact centre show.

Today we chatted about what is missing from the contact centre and CX world.

Then we chatted about channel mix.

To take part in the show head to Linkedin on a Tuesday at 10am

In this episode of Get Out of Wrap, Martin sits down with Kevin McGachy, Head of AI Solutions at Sabio, to unpack one of the hottest topics in the industry right now – Agentic AI.

Kevin shares his journey from the contact centre floor to leading AI solutions, and explains in plain English the difference between conversational AI, generative AI, and agentic AI. We explore what’s actually happening in real-world deployments, where organisations are seeing the most value today, and what the future of AI-powered service might look like.

Expect insights on:

• Why text-based channels are leading the way for agentic AI

• How businesses can build trust and compliance guardrails

• The role of humans in overseeing, coaching, and improving AI agents

• Why reducing customer effort and proactive engagement are key to success

Whether you’re a contact centre leader, a CX professional, or just curious about AI’s role in customer service, this episode will leave you informed and inspired.

Download the e-book here;

https://sabiogroup.com/ebook/delivering-on-the-potential-of-ai-for-contact-centres/?utm_source=get-out-of-wrap&utm_medium=podcast&utm_campaign=2025-07-gpco-ai-for-contact-centres

Listen along to the 102nd episode of GOOW TV from Linkedin Live - streamed on the 29th July the show covers some of the hot topics in our industry and is a real community.

In this heartfelt solo episode of Get Out of Wrap, host Martin Teasdale shares the full story behind The Team Leader Community™ , how it started, why it matters, and what makes it such a powerful space for contact centre team leaders.

Expect personal reflections, real talk about the highs and lows of becoming a team leader, and a deep dive into how the community now supports over 600 members from across the globe.

You'll hear:

• The origin story (including Martin’s “magic weekend”)

• The vision behind the community

• What spaces exist and how members use them

• How team leaders are supported with coaching, resources, and peer-to-peer help

• Why this is a movement, not just a membership

• Big wins from the Next CX Summit, and what’s next

This isn’t just a podcast. It’s a rallying call for better support for the people who drive customer experience every day ...the team leaders.

Subscribe for weekly episodes and inspiring guests.

You've probably met Hannah at the Contact Centre Expo, helpful positive and always helping put on a great show.

Hannah joins me to share details of the Next CX Summit in Manchester on July 15th and also we talk about the Contact Centre Expo in November and how you can get involved.

🎙 In episode #227, Martin is joined by Steve Powell of Alvaria CX to explore why proactive customer engagement is having a major comeback—and what it means for your contact centre.

Learn how Alvaria’s Outreach IQ framework is transforming outbound strategy by combining intelligence, integration, and compliance. This episode is packed with insight on how to move from reactive support to strategic outreach—and why customers are asking for it.

Key takeaways:

• Why reactive CX is broken

• What “Outreach IQ” really means

• The truth about outbound compliance and trust

• How top-tier companies are doing it right (but not shouting about it)

If you're rethinking your approach to outbound or want to deliver better customer experiences, this episode is essential.

🎧 Listen now or watch the full interview.