CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers
81 episodes - English - Latest episode: about 1 month ago - ★★★★★ - 7 ratingsEvery week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect.
Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
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Episodes
How Should We Use Digital and AI To Reduce Costs and Drive Efficiency?
March 28, 2024 04:19 - 16 minutes - 14.7 MBOn this episode, Amelia welcomes Omer Minkara, VP and Principal Analyst of Aberdeen Strategy & Research, for an in-depth exploration of Customer Experience (CX) influenced by AI and other technological advancements. Omer shares insights from his latest comprehensive study on CX trends, revealing the truth about what keeps CX leaders up at night and how AI is reshaping customer interactions and business strategies. Key Takeaways: (01:02) How companies interact with their customers and the tr...
Driving Growth Through Exceptional Customer Experiences
March 14, 2024 04:05 - 23 minutes - 21.1 MBOn this episode, Amelia is joined by Dan Gingiss, Chief Experience Officer of The Experience Maker, LLC and Author of "The Experience Maker," to explore the transformative power of exceptional customer experience (CX) and the role of digital transformation in today's customer service. Key Takeaways: (00:25) Introduction to Dan Gingiss and his transition from marketing to CX. (03:19) The interconnectedness of employee satisfaction and customer experience, symbolized by an infinity loop. (07:...
How Brands Can Leverage Outsourcing To Drive Customer Journey and Fund Their Digital Initiatives
February 29, 2024 05:05 - 14 minutes - 13.5 MBOn this episode, Amelia explores the intersection of outsourcing and digital transformation with Tom Luther, Director of Channel Partnerships at Outsource Consultants, LLC. They delve into how brands can leverage outsourcing to not only enhance customer journeys but also fund their digital initiatives. Key Takeaways: (00:53) Tom's extensive experience in the contact center space and his journey through digital transformation. (01:42) Digital transformation defined as meeting consumers where...
AI’s Impact on Agent Performance and Satisfaction
February 15, 2024 05:18 - 15 minutes - 13.7 MBOn this episode, Amelia welcomes Roy Atkinson, CEO and Principal Advisor of Clifton Butterfield, LLC, to discuss the transformative role of artificial intelligence in enhancing customer service and agent performance. Roy highlights how AI can address common service pain points, provide real-time agent coaching and support effective self-service. Key Takeaways: (02:22) The potential of artificial intelligence to mitigate customer service pain points like long wait times and routing issues. (...
Balancing Efficiency With Empathy in Customer Experience
February 01, 2024 05:12 - 16 minutes - 15.3 MBIn this episode, Amelia welcomes Steven Van Belleghem, Co-Founder and Board Member of Nexxworks and Author of “A Diamond in the Rough.” They discuss the nuances of customer experience (CX) in the modern business landscape, discussing the integration of technology and human elements in crafting exceptional customer interactions. Key Takeaways: (00:28) Introduction to Steven Van Belleghem and his new book. (01:13) Steven’s early exposure to customer experience in his parents’ photography stor...
The Importance of Customer Feedback for Business Growth
January 18, 2024 08:05 - 22 minutes - 20.9 MBOn this episode, Amelia welcomes Rick Adams, Customer Success Management Mentor of ADAMS Success, Author, Trainer, Consultant and Business Owner at Practical CSM, and Business Consultant, Trainer and Coach at The Growth Consultancy. Rick and Amelia discuss: - The biggest differences between customer success and customer experience. - Customer success is the most important aspect of the customer experience. - The need for customer success management services increases as your product or servi...
How Do CX Leaders Accelerate Decision Velocity With AI?
January 04, 2024 04:37 - 22 minutes - 20.4 MBOn this episode, Amelia welcomes Robin Gareiss, CEO and Principal Analyst at Metrigy, to explore the crucial role of customer experience (CX) in organizational decision-making. Key Takeaways: - Increased prioritizing of customer engagement. - Strategic approaches to enhancing CX technology. - The growing significance of self-service options like chatbots. - How CX technology improves the empowering of agents. - The value of quick decision-making based on performance analytics. - A unified ...
Innovation in the Ever-Evolving Landscape of CX
December 14, 2023 05:30 - 11 minutes - 10.7 MBOn this episode, Amelia welcomes Dennis Wakabayashi, Customer Experience Consultant at Team Wakabayashi, International Innovation Advisor at Cemantica, and Digital Marketing Instructor at the University of Wisconsin-Madison. During this conversation, Dennis and Amelia discuss: - The first ever interaction Dennis had at a CX event, which was with NICE. - The importance he places on capturing the stories of the innovators, people and products that shape the CX industry today. - The role that ...
Generative AI: Empowering Employees and Managers To Be More Engaged
November 30, 2023 16:32 - 13 minutes - 12.6 MBOn this episode, Amelia welcomes Omer Minkara, Vice President and Principal Analyst of Aberdeen Strategy & Research. As a returning guest, Omer brings a wealth of knowledge, sharing cutting-edge research and insights into how generative AI is reshaping the landscape of customer service and business operations. Key Takeaways: - The differences between generative AI and traditional AI. - The increasing integration of generative AI in both business and consumer sectors. - Common misconception...
Mastering the Customer Journey: From Experience to Advocacy
November 09, 2023 14:32 - 15 minutes - 13.9 MBOn this episode, Amelia welcomes Kristi Faltorusso, Chief Customer Officer of ClientSuccess. Kristi and Amelia discuss the following topics: - The differences and overlap between Customer Success and Customer Experience. - Kristi’s experience, first in digital marketing and then a transition to CX for hypergrowth B2B SaaS companies. - Every company is different and building a Customer Success system is not “one size fits all.” - Customer Success is about your customer’s ability to realize th...
Unlocking the Transformative Power of AI in Customer Experience
October 26, 2023 04:02 - 18 minutes - 16.9 MBOn this episode, Amelia welcomes Jon Arnold, Principal at J Arnold & Associates. This is Jon’s fourth appearance on the show. During this conversation, Jon and Amelia discuss: - The transformative power of AI in customer experience. - The reason for choosing the term "transformative" for AI. - AI's role in the transition to digital transformation. - AI's ability to generate new ways of understanding. - Enhancing agent intelligence with AI. - Pattern detection and creating a roadmap for cus...
The Correlation Between Customer Satisfaction and Profitability
October 05, 2023 13:14 - 16 minutes - 15.4 MBOn this episode, Amelia welcomes Jo Causon, CEO of Institute of Customer Service, an independent professional membership body for customer service, based in London, UK. During this conversation, Jo and Amelia discuss: - The important correlation between customer satisfaction, profitability and productivity. - The insights gained from the longitudinal data in UK Customer Satisfaction Index (UKCSI). - Approaching customer experience from a government or public sector perspective. - Full trans...
Leveraging Digital Channels in Today’s Ever-Evolving Workspace
September 21, 2023 04:38 - 16 minutes - 14.9 MBOn this episode, Amelia welcomes Nancy Jamison, Senior Industry Director, ICT at Frost & Sullivan, a growth advisory and analytics firm that helps companies identify, plan and capture growth opportunities around the world. During this conversation, Nancy and Amelia discuss: - The evolution of digitization in the contact center industry. - The impact of different generations on customer expectations. - The role of AI and chatbots in customer service. - Adoption of AI tools and channels by to...
Making CX Simple With a Structured Approach
September 07, 2023 04:00 - 26 minutes - 24.1 MBOn this episode, Amelia welcomes Ian Golding, CEO and Founder of Customer Experience Consultancy Ltd. During this conversation, Ian and Amelia discuss: - What complete performance means in the customer experience space. - Getting rid of complexity in CX and making it simple with a structured approach. - The six elements of the CX maturity model to develop a customer-centric culture. - Putting the customer journey before technology. - The difficulty for business leaders to change their mind...
WEM Innovations To Improve Agent Engagement
August 17, 2023 05:23 - 12 minutes - 11.5 MBOn this episode, Amelia welcomes back Oru Mohiuddin, Senior Research Manager at IDC, the premier global provider of market intelligence, advisory services and events for the information technology, telecommunications and consumer technology markets. During this conversation, Oru and Amelia discuss: - The reason CX is important for contact centers in 2023. - The three pillars of customer experience, efficiency, convenience and relationship. - The importance of agents in the call center with th...
Increase Customer Engagement With Self-Service and Knowledge Management
August 03, 2023 04:39 - 17 minutes - 16.2 MBOn this episode, Amelia welcomes Keith Dawson, Vice President and Research Director in Customer Experience at Ventana Research. During this conversation, Keith and Amelia discuss: - The perception of traditional self-service and how it is evolving. - Keith’s prediction that 70 percent of customer interactions will be a mix of human and automated. - The impacts self-service handoffs have on the agent. - How self-service is freeing agents up to be more human during customer interactions. - The...
Key CX Areas Where Companies Should Be Investing
July 20, 2023 08:10 - 13 minutes - 12.4 MBOn this episode, Amelia welcomes Maribel Lopez, Founder and Principal Analyst at Lopez Research. This is Maribel’s third appearance on the show. During this conversation, Maribel and Amelia discuss: - The key areas CX companies should be investing in this year. - The challenges organizations face when it comes to creating opportunities in the CX world. - Meeting customers where they want to be met. - The importance of expanding into all available channels. - Investing in automation and pred...
Generating Empathy With AI in Contact Centers
July 06, 2023 04:02 - 14 minutes - 13 MBOn this episode, Amelia welcomes Leslie O'Flahavan, Principal and Owner at E-WRITE and author of 5 writing courses on LinkedIn Learning. During this conversation, Leslie and Amelia discuss: - The delicate balance between empathy and efficiency in contact centers, especially when it comes to AI. - The pervasive environment in CX, where agents are trained to offer apologies, not empathy. - The necessity of active listening or analytical reading to express empathy. - The difference between pers...
It’s Time To Give Customers What They Deserve
June 22, 2023 04:01 - 13 minutes - 12.3 MBOn this episode, Amelia welcomes Craig Kennedy, Senior Director of Research at Aragon Research, Inc., an advisory firm that focuses on high-impact market research and advice to help businesses make better technology and strategy decisions. During this conversation, Craig and Amelia discuss: - The impact customer experience has on brand loyalty. - Creating omnichannel communications for customers to increase their comfort when seeking support. - The ways AI has created positive changes in t...
How AI Accelerates Self-Service Success
June 08, 2023 04:01 - 13 minutes - 12.2 MBOn this episode, Amelia welcomes Mila D'Antonio, Principal Analyst at Omdia, a technology research and advisory group. During this conversation, Mila and Amelia discuss: - How businesses are overcoming CX challenges. - Using AI to accelerate their self-service success. - The significant advancement of digital maturity. - Achieving sustained profitable growth by growing the customer experience. - Recommendations for better CX bot interactions. Resources mentioned: Mila D'Antonio - Mila D'An...
Voice of the Customer as a CX Engine
May 25, 2023 04:05 - 13 minutes - 12.6 MBOn this episode, Amelia welcomes Nate Brown, Senior Director of CX at Arise and Co-Founder of CX Accelerator. During this conversation, Nate and Amelia discuss: - Nate’s accidental journey into customer support. - The challenges faced by CX professionals today. - The art and the science of CX work. - The power of the voice-of-the-customer engine for driving customer experience. - How CX leaders can remove friction in the workplace to improve results. - The importance of a “team of o...
Detecting Fraud Through Agent Training and AI Tools
May 11, 2023 04:05 - 18 minutes - 17.1 MBOn this episode, Amelia welcomes Jon Arnold, Principal at J Arnold and Associates, for his third appearance on the podcast. During this conversation, Rick and Amelia discuss: - Jon’s experience in both contact center operations and unified communications. - The ease with which digital technology can be manipulated. - The importance of proactively looking out for fraud at a contact center in order to identify it. - Using AI to detect fraud by flagging callers using a script. - How ro...
Using Customer Science for Best CX Outcomes
April 27, 2023 04:05 - 15 minutes - 14.4 MBOn this episode, Amelia welcomes Colin Shaw, Founder & CEO at Beyond Philosophy LLC. During this conversation, Colin and Amelia discuss: - The evolution of customer experience as it moves toward customer science. - Understanding the importance of looking at the customer through the lens of human behavior. - The current CX trend of merging the three spheres of data, AI and behavioral science. - The ways companies are building their customer experience AI platforms on fundamentally flawed ...
Converging and Diverging: Customer Experience & Customer Success
April 13, 2023 04:05 - 16 minutes - 15.5 MBOn this episode, Amelia welcomes Irit Eizips, Chief Customer Officer and CEO at CSM Practice, a customer success consulting firm offering services to increase your net retention, improve your customer satisfaction, and grow your advocacy base. During this conversation, Irit and Amelia discuss: - The differences between customer success and customer experience. - The importance of customers getting their desired business outcomes through the CX process. - Measuring customer success resul...
Doing More With Less in the Contact Center
March 30, 2023 04:05 - 12 minutes - 11.1 MBOn this episode, Amelia welcomes Sean Ilenrey, Vice President, Support at Dutchie, the leading technology partner for cannabis retailers of all sizes. Dutchie offers solutions covering point of sale, payments, e-commerce, insurance and more. He is also a Professional Speaker and Coach. During this conversation, Sean and Amelia discuss: - Workforce management, skill optimization, forecasting and scheduling. - Optimizing the contact center to do more with less while maintaining a high lev...
Improving the Relevance of AI for CX
March 24, 2023 04:05 - 12 minutes - 11.7 MBOn this episode, Amelia welcomes Dave Michels, Lead Analyst at TalkingPointz and UC Expert at UCStrategies. During this conversation, Dave and Amelia discuss: - The relevance of AI in the contact center. - Increasing customer satisfaction with AI for self-service. - Our rising trust level of AI. - Good vs. exceptional AI and invisible technology. - The problem with AI making too many wrong assumptions. - The varying touchpoints of digital CX interactions. - The importance of the “r...
Reimagining Experience Ecosystems
March 17, 2023 04:05 - 17 minutes - 15.6 MBOn this episode, Amelia welcomes Shawn Nason, CEO, Founder and Chief Experience Officer at MOFI, a human-obsessed boutique design firm passionate about reimagining experience ecosystems. During this conversation, Shawn and Amelia discuss: - How Shawn’s background as a Disney imagineer and as a pastor turned him into an experience evangelist. - Ways that technology caused CX to move away from the human aspect of customer experience. - What Shawn means by an “experience ecosystem” approach ...
The CX Leader as a Change Agent
March 02, 2023 05:05 - 14 minutes - 13.1 MBOn this episode, Amelia welcomes Mark Slatin, Customer Experience Advisor and Consultant at Empowered CX. During this conversation, Mark and Amelia discuss: - Mark’s background in sales and sales management and how it relates to customer experience. - His approach to change management and creating value for the customer. - How change management is a hidden role for CX leaders. - The importance of being able to transform a culture for a superior CX experience. - How the pandemic showed s...
The Powerful Combination of AI and Human Capability
February 17, 2023 05:05 - 14 minutes - 13.1 MBOn this episode, Amelia welcomes Joseph Michelli, Author and CEO at The Michelli Experience, a newsletter with tips and best practices to drive customer and employee loyalty. During the conversation, Joseph and Amelia discuss: -Creating a joyful and productive workplace to focus on customer experience. -Joseph’s thoughts on post-pandemic leadership and how to deal with uncertainty in the world. -How the pandemic expedited technological advances and digital roadmaps. -The role of AI ...
AI in the Contact Center
February 09, 2023 05:05 - 14 minutes - 13.1 MBWe explore the digital transformation of CX, where analog processes are being digitized, as well as how AI takes the guesswork out of customer service and is as much about the agent's happiness as it is about the customer. This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative, comprehensive, end-to-end CX solutions. That’s nice.com #CX #ContactCentre #CustomerService #CustomerExperience
The Science Behind Customer Behavior
February 02, 2023 05:05 - 14 minutes - 13.7 MBOn this episode, Amelia welcomes Zhecho Dobrev, Principal Consultant at Beyond Philosophy, Zhecho is a customer experience and behavior science consultant and trainer. Zhecho and Amelia discuss: - How studies show that emotions drive results in business. - The science behind why emotions are so important in business. - The importance of memories and how memories are closely tied to emotions. - How science and research show that customers often don’t know what they really want. - Org...
The Importance of Digital Empathy
January 27, 2023 05:05 - 21 minutes - 19.6 MBOn this episode Amelia welcomes Peter Dorrington, Co-Founder and Chief Strategy Officer at Anthrolytics, a company that combines behavioral and data science to determine what a customer will do next. Topics discussed include: - Digital empathy and Peter’s professional journey with data science and analytics. - The differences between cognitive empathy, emotional empathy and compassion. - The importance of CX feeling human to establish rapport with the customer. - Why it is important ...
Satisfying The Customer's Need For Speed with Expert and Author Jay Baer
January 19, 2023 05:01 - 12 minutes - 11.7 MBOn this episode, Amelia welcomes Jay Baer, Hall of Fame Keynote Speaker and Emcee on Marketing and CX and founder of Convince & Convert Consulting. Jay is also the author of six books. In this conversation, Jay discusses: - Technology changes, but customer expectations still lead the way for businesses. - Speed may be the most important component of the customer experience. - The pandemic puts more of a premium on the way people look at their time. - Speed in customer experience neve...
The Intelligence Powering Smart Intelligent Virtual Assistant (IVA) with Beth Schultz of Metrigy
January 12, 2023 05:59 - 8 minutes - 8.09 MBOn this episode, Amelia welcomes Beth Schultz, VP of Research & Principal Analyst at Metrigy, a research firm that specializes in customer experience. During this conversation, Beth and Amelia discuss: - The intelligence behind powering intelligent virtual assistants (IVA). - The rise of a self-service customer experience where the customer doesn’t need a live agent. - The five components of automated self-service. - The number of companies that have adopted IVA self-service or have it o...
The Future of CX Lies in Science
January 05, 2023 05:16 - 15 minutes - 14.6 MBOn this episode, Amelia welcomes Colin Shaw, Founder & CEO of Beyond Philosophy LLC. Colin discusses: - The seven books he has authored on customer experience. - The fact that customer satisfaction is the lowest it’s been in 17 years. - How customer experience is going to become business as usual. - How customer science will be the next wave. - How what customers say and what they do can be completely different. - Why extreme aversion is a natural human behavior. - How most customers...
Renaissance of Contact Centers with Oru Mohiuddin at IDC
December 15, 2022 05:00 - 13 minutes - 12.6 MBOn this episode, Amelia welcomes Oru Mohiuddin, Senior Research Manager, Enterprise Communications and Collaboration at IDC, where she performs ambitious research projects resulting in leading-edge market intelligence reports. Amelia and Oru discuss: - Today’s customers are not as accepting of poor service as they were in the past. - Customers expect service to be smart, flexible and convenient. - Agents and customers interact in a personal way, creating a dynamic space. - Tracking perf...
Creating a Low-Effort Experience To Optimize Loyalty
December 08, 2022 05:00 - 14 minutes - 13.4 MBOn this episode, Amelia welcomes Matt Dixon, Founding Partner of DCM Insights and Chief Research and Innovation Officer for the Austin-based AI venture at Tethr. Matt discusses: - His background as a customer experience researcher which spans 25 years. - The ways organizations can deliver experiences that increase customer loyalty. - His surprising findings that customers whose expectations were exceeded were no more loyal than those whose expectations were simply met. - How companies ...
AI Machine Learning Fuels the Future
December 01, 2022 05:00 - 16 minutes - 14.9 MBOn this episode, Amelia is joined by Juanita Coley, CEO and Founder at Solid Rock Consulting, a contact center consulting company that focuses on the future of the industry with the increasing use of AI and machine learning. Amelia and Juanita talk about: - Omni-channel skills and cross training is the future of call center agent training. - Forecasting the future through running training scenarios using AI tools. - How AI and machine learning will increase the importance of workforce ma...
Digital Centric Approach to Agent Experience
November 17, 2022 13:55 - 12 minutes - 11.9 MBOn this episode, Amelia is joined by Jon Arnold, Principal at J. Arnold and Associates, who has spent more than 15 years in the technology space. He started his career in telephony during the transition to voice over internet protocol (VoIP) and is now a specialist in tech for call centers. Jon touches on the following topics: - The similarities between the transition to VoIP and today’s transition to cloud technology. - The metrics managers currently use to measure agent experience (AX)...
Helping Humans Be Heroes in the Age of Automation
November 10, 2022 15:10 - 15 minutes - 13.7 MBOn this episode, Amelia welcomes Christopher Hodges, Principal at Hodges and Company and author of the book, “Noble Automation Now.” Chris talks about: - Helping humans be heroes in the age of automation. - His expertise in intelligent automation. - His fight against the common perception that every time automation doesn’t fit a business process, it must be the fault of the automation technology. - Intelligent automation utilizes the magic rule of three: people, process and technolo...
The Ultimate Purpose of WFM
September 22, 2022 11:30 - 9 minutes - 8.67 MBWorkforce management is a critical component of any contact center operation. It is responsible for ensuring that the right number of agents are available to handle customer inquiries and managing schedule adherence, performance tracking, and capacity planning. While workforce management systems optimize efficiency and productivity, how can they benefit the entire organization? In this episode, Amelia talks with Sean Ilenrey, Vice President of Support at Dutchie. Sean is an award-winning ex...
Bonus Episode: Key Takeaways from EP18 with our host, Amelia Rose Earhart
September 15, 2022 11:30 - 4 minutes - 4.57 MBThis last part of Amelia's favorite moments from the previous episodes features episode 18, where she tapped into the knowledge of Donna Fluss, Founder and President of DMG Consulting. Here, Donna shares the specific findings of her research, which spanned over seven years and revealed contact center and servicing priorities and investment plans for 2022. To know more about the DMG report, Customer Experience, Contact Center and Servicing Priorities and Investment Plans, tune in to CX Puls...
Bonus Episode: Key Takeaways from EP15 with our host, Amelia Rose Earhart
September 01, 2022 11:30 - 6 minutes - 5.52 MBThis second part of Amelia's favorite moments and thought-provoking takeaways from her CX Pulse conversations highlights how AI made its way into contact centers and why organizations should embrace AI. In episode 15, Contact Center and AI: Making Real-World Progress, Keith Dawson shed light on the best practices and opportunities for contact centers, from making agents' jobs more streamlined to providing solutions for marketing and sales. Tune in and listen to episode 15 of the CX Pulse po...
Bonus Episode: Key Takeaways from EP21 with our Host, Amelia Rose Earhart
August 25, 2022 11:30 - 4 minutes - 4.33 MBThis episode is part one of the 3-part bonus episode where Amelia sourced some of her favorite moments and thought-provoking takeaways from the previous episodes. In Episode 21, Omer Minkara, VP and Principal Analyst at Aberdeen, talks about the Building Blocks to Boost Agent Retention & Performance. Passionate about all things CX, Omer explains how many channels agents can be responsible for and why agent retention should be a major focus, even as we become increasingly digital. Tune in t...
Pushing Boundaries with Advanced Automation Technologies
August 18, 2022 11:30 - 13 minutes - 12.3 MBDigital transformation is top of mind for companies across industries as they seek to remain competitive in an increasingly digital era. For many, this means turning to automation to unlock new efficiencies and drive better customer experiences (CX). In today's episode, Wayne Butterfield sits with Amelia Rose Earhart to talk about all things automation. They take a big picture view of the technological advancements and how to unlock new opportunities in CX. Wayne Butterfield is an automat...
Providing Proactive CX
August 11, 2022 11:30 - 14 minutes - 13.6 MBIn a highly competitive business environment, organizations must keep up with the ever-changing customer journey. To stay relevant, proactive CX has become a focus of attention. That means taking measures to prevent problems before they occur instead of waiting for customers to come to you with complaints. But how can organizations take proactive CX to positively impact all aspects of customer service? Melanie Turek joins Amelia in today's conversation. Melanie is the VP of Research for Dig...
Secrets of the Data Rich and Savvy
August 04, 2022 11:30 - 11 minutes - 11 MBData is increasingly becoming a key differentiator for brands. Today, a new breed of "data rich and famous" brands is emerging, and these brands are using data in innovative ways to create exceptional customer experiences. With the advent of big data, how can brands organize, leverage, and harness the power of data to transform the CX landscape? In this episode, Omer Minkara joins Amelia for the second time. And today, Omer talks about Aberdeen Strategy & Research's recent study on the "dat...
What’s next for conversational AI?
July 21, 2022 11:30 - 11 minutes - 10.5 MBThe recent advances in artificial intelligence (AI) have led to the development of conversational AI, which is responsible for powering chatbots and other similar technologies. This technology is revolutionizing how we interact with computers, making more natural and human-like conversations possible. What are some use cases of conversational AI, and how is this technology revolutionizing the CX industry? In this episode, our guest, Craig Kennedy, discusses why conversational AI is gaining ...
Journey Orchestration: How Does It Fit into a Company's CX Strategy?
July 14, 2022 11:30 - 7 minutes - 7.32 MBIn today's world, consumer expectations evolve tremendously. Businesses go above and beyond to keep up with the challenge and create a memorable customer experience. One way they do this is through journey orchestration, a process that creates personalized, real-time customer experiences across all channels and touchpoints. How can companies design, manage, and optimize the customer journey to create the best possible experience? In this episode, Amelia talks with Julio Hernandez about jour...
Successful Agents Yield Happy Customers
July 07, 2022 11:30 - 14 minutes - 13.3 MBIt's been shown time and time again that happy agents lead to happy customers, and happy customers lead to increased loyalty and customer lifetime value. As the customer experience is the new battleground for companies, agent experience is just as important to a company's overall success. So what does it take to create a great agent experience? In this episode, Amelia is joined by Blair Pleasant, President & Principal Analyst at COMMfusion. Blair will share her expertise about why agent exp...