Content Guru at London CCExpo: Voice AI Agents, Resilience, and ROI-Driven CX in 2026
Sam Fuller
VP, Global Customer Success — Content Guru
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Summary
Live at London CCExpo, Metric Sherpa interviewed Sam Fuller, VP of Global Customer Success at Content Guru, on what contact center leaders need most as AI adoption accelerates.
Sam reflects on a long career in operations and customer experience, and how the classic “do more with less” mandate has changed: not by reducing service, but by using AI to scale both efficiency and customer delight.
We also get a first look at Content Guru’s new Voice AI Agent, designed for natural, human-like calls grounded in organizational knowledge — with a clear path for customers to request a live agent at any moment.
Finally, Sam outlines why resilience and reliability are the true foundation of modern CX platforms, and why 2026 will be defined by ROI-driven AI programs with specific, measurable use cases.
Interview Highlights
Key Takeaways
- Assistive AI wins. The best outcomes come when AI augments agents instead of trying to replace them.
- Voice AI is reaching “real conversation” quality. Guardrails + personalization are making automation feel human.
- Resilience is strategy, not plumbing. A platform must be stable and robust before any AI layer can succeed.
- ROI is the 2026 litmus test. AI programs need defined use cases and tangible returns.
