Latest Real time Podcast Episodes
Innovating Patient Care
CDW Canada Tech Talks - April 02, 2024 04:00 - 1 hourIn this episode, we discuss technology innovations impacting the way patients are cared for, where they are cared for, and how effective that care ultimately is. The current state of healthcare. Where are we at and what is currently in flight as far as technology innovation that we are seein...
How Should We Use Digital and AI To Reduce Costs and Drive Efficiency?
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - March 28, 2024 04:19 - 16 minutes ★★★★★ - 7 ratingsOn 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 ...
Driving Growth Through Exceptional Customer Experiences
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - March 14, 2024 04:05 - 23 minutes ★★★★★ - 7 ratingsOn 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 Takeaw...
The Latest Innovations in AI
CDW Canada Tech Talks - March 05, 2024 05:00 - 53 minutesIn this episode, we discuss... The hardware ecosystem from device to data centre and platform NPUs and endpoints Cloud platforms for AI Access to tools Future of AI – Multimodal – Multisensory - sora To learn more, visit cdw.ca
How Brands Can Leverage Outsourcing To Drive Customer Journey and Fund Their Digital Initiatives
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - February 29, 2024 05:05 - 14 minutes ★★★★★ - 7 ratingsOn 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 initia...
AI’s Impact on Agent Performance and Satisfaction
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - February 15, 2024 05:18 - 15 minutes ★★★★★ - 7 ratingsOn 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 ...
AI Security and Governance
CDW Canada Tech Talks - February 06, 2024 13:04 - 1 hourIn this episode we discuss... Current state of cybersecurity Types of AI are impacting cybersecurity How bad actors are leveraging GenAI to be more productive What is the measurable impact of GenAI to the risk profile of businesses? What keeps you up at night when you think about AI as a ...
The Rise of FinOps
CDW Canada Tech Talks - February 06, 2024 13:00 - 50 minutesIn this episode, we discuss… The current and expected future state of the economy How that state affects business investment planning Discuss the unique aspects and benefits of CAPEX Discuss the unique aspects and benefits of OPEX How public cloud has changed the way businesses plan spend ...
Balancing Efficiency With Empathy in Customer Experience
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - February 01, 2024 05:12 - 16 minutes ★★★★★ - 7 ratingsIn 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 ex...
The Importance of Customer Feedback for Business Growth
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - January 18, 2024 08:05 - 22 minutes ★★★★★ - 7 ratingsOn 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 cust...
How Do CX Leaders Accelerate Decision Velocity With AI?
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - January 04, 2024 04:37 - 22 minutes ★★★★★ - 7 ratingsOn 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. - ...
Innovation in the Ever-Evolving Landscape of CX
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - December 14, 2023 05:30 - 11 minutes ★★★★★ - 7 ratingsOn 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 ...
CDW Canada Tech Talks Season 3 Trailer
CDW Canada Tech Talks - December 13, 2023 20:00 - 33 secondsJoin us this season as we engage with industry leaders in technical discussions around key innovations that are affecting all our lives in business, and in many cases our daily lives as well. To learn more, visit cdw.ca
Generative AI: Empowering Employees and Managers To Be More Engaged
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - November 30, 2023 16:32 - 13 minutes ★★★★★ - 7 ratingsOn 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 busine...
Mastering the Customer Journey: From Experience to Advocacy
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - November 09, 2023 14:32 - 15 minutes ★★★★★ - 7 ratingsOn 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 ...
EP 12: Modernizing Payments: Speed, Security, and the Future
Alacriti Payments Podcast - October 31, 2023 23:00 - 10 minutes ★★★★★ - 1 ratingExplore the dynamic world of payment solutions in this engaging conversation with fintech expert Marcia Klingensmith, CEO of FinTech Consulting. In this podcast, Klingensmith discusses the critical elements of a modern payment solution, compassionate options such as "skip-a-pay" for those facing...
Unlocking the Transformative Power of AI in Customer Experience
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - October 26, 2023 04:02 - 18 minutes ★★★★★ - 7 ratingsOn 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. -...
The Correlation Between Customer Satisfaction and Profitability
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - October 05, 2023 13:14 - 16 minutes ★★★★★ - 7 ratingsOn 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 ...
Leveraging Digital Channels in Today’s Ever-Evolving Workspace
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - September 21, 2023 04:38 - 16 minutes ★★★★★ - 7 ratingsOn 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 d...
Making CX Simple With a Structured Approach
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - September 07, 2023 04:00 - 26 minutes ★★★★★ - 7 ratingsOn 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 a...
WEM Innovations To Improve Agent Engagement
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - August 17, 2023 05:23 - 12 minutes ★★★★★ - 7 ratingsOn 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 discus...
Increase Customer Engagement With Self-Service and Knowledge Management
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - August 03, 2023 04:39 - 17 minutes ★★★★★ - 7 ratingsOn 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 custome...
Key CX Areas Where Companies Should Be Investing
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - July 20, 2023 08:10 - 13 minutes ★★★★★ - 7 ratingsOn 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 fac...
Generating Empathy With AI in Contact Centers
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - July 06, 2023 04:02 - 14 minutes ★★★★★ - 7 ratingsOn 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. ...
It’s Time To Give Customers What They Deserve
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - June 22, 2023 04:01 - 13 minutes ★★★★★ - 7 ratingsOn 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: - T...
How AI Accelerates Self-Service Success
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - June 08, 2023 04:01 - 13 minutes ★★★★★ - 7 ratingsOn 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 advancem...
Voice of the Customer as a CX Engine
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - May 25, 2023 04:05 - 13 minutes ★★★★★ - 7 ratingsOn 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...
Detecting Fraud Through Agent Training and AI Tools
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - May 11, 2023 04:05 - 18 minutes ★★★★★ - 7 ratingsOn 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 tech...
EP 11: EBPP
Alacriti Payments Podcast - May 01, 2023 17:00 - 17 minutes ★★★★★ - 1 ratingEBPP is a holistic approach to presenting electronic bills and accepting digital payments from consumers. The payment experience is a critical touchpoint, making it necessary to evolve along with consumer demand. . In this podcast episode, we meet with Stuart Bain, SVP of Product Management at A...
Using Customer Science for Best CX Outcomes
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - April 27, 2023 04:05 - 15 minutes ★★★★★ - 7 ratingsOn 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 hum...
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