Jim Iyoob at the intersection of AI and CX - Episode #16
Earley AI Podcast
English - June 22, 2022 20:00 - 1 hour - 41.2 MB - ★★★★ - 4 ratingsTechnology Business Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
In this episode, Seth and Chris talk with Jim Iyoob about using data and AI to deliver customer experience that matters.
Highlights:
2:25: Our celebrity guest…Named top 20 influential people to follow on twitter and who has been inducted into the CX Hall Of Fame
8:10: Adding value & being a great person….Let’s look at the customer experience through the customer’s lens
17:10: AI as a plug and play solution….myth or reality?
19:10:…the insights and the understanding. The mechanisms and methods to extract more insights than the average bear.
22:55: What goes into setting up controlled vocabularies, architecture, etc…how well are organizations prepared?
27:55: First things first: human intelligence. What is the outcome we want to drive? What is the hypothesis we want to drive? Is the data there to help us make insightful decisions?
34:35: Transparency driving accountability
40:25: What are you seeing at organizations when you go in and start looking at their knowledge bases?
Links:
Etech WebsiteJim on InstagramJim on Linkedin22 Influential Leaders to Watch in 2022The CX Hall of FameBooks:Quality Monitoring in a Contact Center: Making Sure Your Contact Center Works for Your BusinessThe Future of Contact Centers: Leveraging People, Processes & Artificial IntelligenceDelivering Customer Experience That Matter: Combining Human Intelligence with Artificial Intelligence to Delight Your Customers and Gain Market ShareThanks to our sponsors:
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