Conversations That Matter: A Podcast For Contact Center Professionals: Recent Episodes
Uniphore
On The Conversations That Matter Podcast, we discuss ideas and best practices to take your contact center and customer experience to the next level. You’ll hear exciting interviews with well-known thought leaders, experience compelling stories, and gain fresh new insights on contact center best practices. Episodes will feature topics such as: conversational AI, conversational service automation, agent productivity, leadership, mental health and more.
Uniphore is excited to launch its newest podcast B2B EQ!
On this episode of Conversations That Matter, host Randy Ksar chats with Tim Harris, Uniphore’s Director of Product Marketing and upcoming podcast host. Tim gives us a preview of what you can expect from the new podcast, and how EQ is something that anyone can improve.
B2B EQ will be going live on February 3rd, 2023!
Takeaways:
- Uniphore’s newest podcast B2B EQ dives into what it takes to build rapport with prospects, move deals forward, and explore the important soft skills needed for sales teams.
- While automation offers many advantages, good communication and interpersonal skills will never lose their value.
- EQ is something that everyone can improve and control.
Quote of the Show:
- “You learn so much when you actually talk to prospects.” - Tim Harris
Links:
- LinkedIn: https://www.linkedin.com/in/timuncorked/
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
Over the past year we have had so many amazing guests on Conversations That Matter. We learned so much from all the wonderful conversations with everyone we spoke to. Join us for a trip down memory lane as we round out the year and highlight moments from our most popular episodes.
A huge thank you to all of the guests below for taking part in our show! We couldn’t have done it without you!
Neal Sample - Member Board Of Directors at Wellfield Technologies, Inc.
Orrin Webb - Founder of Enmocean
Scott Baker - Senior Analyst at Opus Research
Katie King - CEO of AI in Business
Evren Aker - Director of Partnerships, ME, Turkey, Africa, France at Genesys
Takeaways:
- AI in healthcare is not a silver bullet, however, one valuable usage is finding determinants to health care adherence.
- Uncertainty in sales creates discomfort. Reps need to be equipped with the right emotional intelligence skills to let them tackle unexpected issues.
- AI will not magically make your life better. It will never be smarter than your smartest people or know your customers better than you do.
- Many people talk about CX in isolation, in reality CX is integral to your organization. At the end of the day, most businesses' purpose is to satisfy their customers' needs profitably.
- CX goes beyond someone picking up the phone to answer your concerns. Good CX focuses deep on the conversation, the background, and the issues the customer went through.
Links:
Neal Sample
- Twitter: https://twitter.com/nsample?lang=en
- LinkedIn: https://www.linkedin.com/in/nealsample/
- Episode Link: https://www.uniphore.com/podcast-conversations-that-matter/?wchannelid=bq7fhmc5v1&wvideoid=tl82evsvub
Orrin Webb
- LinkedIn: https://www.linkedin.com/in/oswii/
- Website: https://enmocean.com/
- Episode Link: https://www.uniphore.com/podcast-conversations-that-matter/?wchannelid=bq7fhmc5v1&wmediaid=bprexp9t6l
Scott Baker
- Twitter: https://twitter.com/tweetsbybaker
- LinkedIn: https://www.linkedin.com/in/scottebaker/
- Website: https://opusresearch.net/wordpress/
- Episode Link: https://www.uniphore.com/podcast-conversations-that-matter/?wchannelid=bq7fhmc5v1&wvideoid=td5nezzntb
Katie King
- Twitter: https://twitter.com/katieeking
- LinkedIn: https://www.linkedin.com/in/katieeking/
- Website: https://www.aiinbusiness.co.uk/
- Book Link: https://www.amazon.co.uk/Strategy-Sales-Marketing-Connecting-Experience/dp/1398602027/ref=nodl_
Evren Aker
- LinkedIn: https://www.linkedin.com/in/evrenaker/?originalSubdomain=ae
- Website: https://www.genesys.com/
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
Today’s guest is a transformational leader for the digital age, who with a decade of consumer marketing experience, believes that it’s always about the customer. He is the host of the AMA update podcast which covers healthcare topics affecting physicians and patients. Welcome to the show, CXO and SVP Marketing and Member Experience at The American Medical Association, Todd Unger. Todd joins host Randy Ksar for a LinkedIn live to clarify a CX myth, share his leadership style, and show how CX can create a frictionless funnel.
Takeaways:
- You can’t treat CX as being exclusively about the customers feelings. CX needs to be understood as a critical way to drive growth for the organization.
- The best way to get buy-in for a CX department is to demonstrate value and drive revenue. Those metrics are trackable and will demonstrate that you’re not just a cost or expense.
- In order to have good CX you need to know the customer journey. For the AMA, their customer's journey is a multi-year process which reflects the various stages and milestones in a medical worker's career and education.
- While customer journeys have traditionally been thought of as a long process, they are getting shorter. For some customers, the moment from which they know they want something to the moment they hit buy could be 10 seconds!
- Your CX is going to be constantly evolving. It is important to gather data from customers to see what aspects they interact with the best.
- CX programs should be focused on removing friction points before customers experience them, rather than being reactive to customers when they run into problems.
- While you may only get one call about an issue from a customer, they are probably not the only customer facing that problem.
Quote of the Show:
- “The customer journey for us became driven by content to reinforce what we were doing, and why it was so important to be part of.” - Todd Unger
Links:
- Twitter: https://twitter.com/toddunger
- LinkedIn: https://www.linkedin.com/in/toddunger1/
- Website: https://www.ama-assn.org/
- Podcast: https://www.ama-assn.org/about/publications-newsletters/ama-podcasts
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
Today's guest is an entrepreneur and Information Architect. He’s the host of the Earley AI Podcast and author of the book AI Powered Enterprise. Welcome to the show Founder and CEO of Earley Information Science, Seth Earley. On this episode of Conversations That Matter, Seth joins Host Randy Ksar for a livestream interview. Seth shares the behind the scenes on implementing AI, the importance of good data, the value of building vs buying, and the future of chatbots.
Takeaways:
- A lot of companies think that simply implementing a chat bot or virtual assistant will solve all their problems. Those AI systems are only as good as the knowledge you give them.
- When building chatbots, you can't assume something you don’t have.
- There is no AI without IA. You can build the best algorithm in the world, but without the proper data set, it will be useless.
- When implementing AI, you can’t automate what you don’t understand. Start by understanding your processes, mapping the processes, and identifying the gaps.
- While modern chatbots and AI can leave much to be desired, we know that they will continue to improve. We can expect AI to advance to the same degree as the improvement from the palm pilot to the iphone.
- When using AI to detect anomalies, you need to determine what the baseline is, what you are looking for in terms of detection, and how you flag that anomaly to be resolved.
- When AI is part of your competitive advantage, it makes sense to build it in house and tailor it to you. For more generalized applications, a bought solution is a good fit, however your competitors can also buy the same solution.
Quote of the Show:
- “A customer journey is a knowledge journey.” - Seth Earley
Links:
- Twitter: https://twitter.com/sethearley
- LinkedIn: https://www.linkedin.com/in/sethearley/
- Website: https://www.earley.com/
- Book Link: https://www.amazon.com/AI-Powered-Enterprise-Ontologies-Business-Profitable/dp/1928055508
- Podcast: https://www.earley.com/earley-ai-podcast-home
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
Welcome to another CX mailbag! Today’s guest is a certified CXpert who has been picked as a ICMI Top 25 thought leader for the past 7 years. Mike Aoki is the President at Reflective Keynotes Inc, and the guest speaker on this episode of Conversations That Matter. Mike sits down with host Randy Ksar to answer CX questions from the community, bust a CX myth, discuss ways to boost employee experience, and explore how he trains frontline agents in contact centers.
Takeaways:
- Net Promoter Scores are not owned by just the contact center, but rather the whole organization.
- Different generations are drawn to different mediums of customer support. Younger generations are highly effective at live chat where agents are required to communicate efficiently over text.
- It is important to cover the nuances of communication across a variety of mediums for new hires.
- For most organizations, your call volumes only make up between 1-10% of your client base. As an agent, it can be easy to feel like all you hear is negativity, but it is important to remember that it is only a small sample.
- While many brands are looking to move to a text chat exclusive support system, voice based still has its merits. For customers dealing with complex or emotional problems, talking to a human voice results in higher satisfaction.
- As frontline agents spend most of their time talking with customers, it can get a little isolated. When those agents are remote, that feeling of isolation increases. Contact center leaders need to be creating ways to engage remote employees.
- If you are a contact center leader looking to connect with other professionals in the industry, most cities feature regional associations.
Quote of the Show:
- “Is the role being defined as simply the complaints department or is it defined as really tying back to a bigger vision of some kind?” - Mike Aoki
Links:
- Twitter: https://twitter.com/mikeaoki
- LinkedIn: https://www.linkedin.com/in/mikeaoki/
- Website: http://www.reflectivekeynotes.com/
- Book Link: https://www.amazon.ca/Called-Action-Collection-Inspiring-Stories-ebook/dp/B07JJHVXWL
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
Today's guest is a CX savant who specializes in research in the areas of transformation, delivery, and vertical capabilities. He started as a call center agent in Bulgaria and went on to further his experience working in CX positions all around the globe. Joining us this week from across the pond in England is Ivan Kotzev, a Research Analyst at NelsonHall. Ivan sits down with Randy Ksar to debunk a CX myth, share his experiences at NelsonHall, and discuss where he sees the industry moving towards.
Takeaways:
- There is no final CX target that you can reach. CX is a constantly evolving process.
- One of the biggest challenges facing the industry today is employee attrition. To many people, a call center does not seem like a “glamorous job”.
- Some of the best technological advancements in the industry are about increasing the employee experience rather than the customer experience.
- Companies should be looking to improve agent effectiveness with the use of technology, rather than offshoring employees.
- An upcoming focus area for CX professionals is large-scale D2C brands with large online marketplaces. These brands need to filter content, ensure information accuracy, and ensure comments and reviews get responded to.
- Companies should focus on enhancing the mental well-being of their agents. A dedicated mental health specialist is a worthwhile investment.
- Employees need to be given the same level of cultural resources regardless if they are in-house or outsourced.
Quote of the Show:
- “The most lasting investment would be in enhancing the employee.” - Ivan Kotzev
Links:
- Twitter: https://twitter.com/IvanK_NH
- LinkedIn: https://www.linkedin.com/in/ivankotzev/
- Website: https://research.nelson-hall.com/
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
Today’s guest is a customer service ninja who has over 20 years of experience in customer success management, critical accounts, and call center management. Chris Warticki is the Vice President of Customer Experience at Epicor, and he believes that customer success is a company-wide responsibility. On this episode of Conversations That Matter, Chris shares his experiences at Epicor and debunks the myth that CX is the same as customer advocacy.
Takeaways:
- CX and customer success are not customer advocacy, nor are they critical accounts
- The industry tends to use terms like “CX”, “customer advocacy”, and “customer satisfaction” interchangeably. Doing so muddies the waters and makes it hard to delineate responsibilities.
- Customer service is not just a department, it is a skill that every employee needs to possess.
- Without Employee experience, there can be no customer experience.
- Silos are ok. Employees can be relegated to specific areas and tasks, but there must be a shared vision for customer success.
- A customer service team can’t just be responsible for putting out other employees' fires. A critical accounts team is what executives should be setting up for that work.
- Without accurate data, your customer service will self-destruct. Fancy tech and implementations don't mean anything if they don’t work well.
Quote of the Show:
- “Without employee experience there can be no customer experience.” - Chris Warticki
Links:
- Twitter: https://twitter.com/cwarticki
- LinkedIn: https://www.linkedin.com/in/chriswarticki/
- Website: https://www.epicor.com/en-us/
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
Maddening plotlines. Mercurial characters. Unexpected outcomes. Is it an episode of The Twilight Zone or a day in the life of a call center agent?
From seething callers to self-defeating processes—agents today deal with a lot. (It’s no wonder that poor agent experience is leading to record disengagement and turnover.) But just how bad—or how strange—can customer interactions get?
Let’s count down the top four call center crime in this episode of Conversations that Matter, a podcast by Uniphore.
Links discussed in this episode:
- CX Nightmares - https://www.uniphore.com/blog/cx-nightmares-4-horror-stories-from-the-call-center/
- Uniphore - https://www.uniphore.com
- Share your CX nightmare - https://www.linkedin.com/feed/update/urn:li:activity:6991519196136226816
🎃 👻🎃 👻🎃 👻🎃 👻🎃 👻🎃 👻🎃 👻🎃 👻🎃 👻🎃 👻🎃 👻
Today's guest is an internationally recognized thought leader, corporate advisor, and keynote speaker. He has over 30 years of experience in customer acquisition and retention and has led highly successful teams as a CX practitioner. Welcome to the show, Principal at CXpert - Ben Motteram. Ben and Randy talk about the role EX plays in CX, building empathy in employees, and Ben’s top destinations for visiting Melbourne.
Takeaways:
- CX Myth: “surprising and delighting customers is a sustainable strategy”.
- Most customers will choose a consistent customer experience over being surprised and delighted.
- EX and CX are linked. A good employee experience sets the groundwork for a good customer experience, a happier employee results in a happier customer.
- Your values are what will drive your employees to do good work. Identify your values and build on them.
- 99% of customers don’t strongly love buying from most brands. There are millions of brands that customers are indifferent to or outright dislike.
- One of the most important skills you can have when developing a CX framework is empathy.
- While empathy tends to be an innate skill for most people, customer journey maps are a valuable tool to teach an increased sense of empathy in employees.
Quote of the Show:
“Culture eats strategy for breakfast.” - Ben Motteram
Links:
- Twitter: https://twitter.com/CXpert?s=20&t=scEmBP6vbOC6hrIYQodw7g
- LinkedIn: https://www.linkedin.com/in/benmotteram/
- Website: http://cxpert.com.au/
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
Welcome to a special episode of Conversations That Matter! On this episode, we are joined by Jeremy Watkin the Director of Customer Experience and Support at NumberBarn. Jeremy and host Randy Ksar open up the mailbag of community CX questions to give you the answers you’ve been waiting for.
Takeaways:
- As CX is found in every department of your organization, there is no universal skill set each employee will have. However, each employee should be able to answer the question “how does my work impact customers”.
- Your company size and culture on CX will determine how many cx roles you need to have. A large company with a culture based around CX will not require a large team of CX specialists despite its size.
- If you are planning to have a CXO, expect to make them an active part of the C-suite.
Quote of the Show:
- “Successful businesses care about CX.” - Jeremy Watkin
Links:
- Twitter: https://twitter.com/jtwatkin
- LinkedIn: https://www.linkedin.com/in/jtwatkin/
- Website: https://www.numberbarn.com/
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
Today’s guest is a customer experience connoisseur who is celebrating 30 years in the customer experience field. Annette Franz is the Founder and CEO of CX Journey. On this episode of Conversations That Matter, Annette joins the show to talk with Randy about her new CX book, share her thoughts on the difference between customer service and CX, and answer the question “how do I build a customer-centric culture?”
Takeaways:
- Customer service and customer experience are not the same. Customer experience is the sum of all the interactions a customer has with your brand.
- A good customer experience involves more than just the customer. A good employee experience adds to the success of the customer experience.
- When designing your customer experience, you need to be customer-centric. Ask yourself, “How will this impact them?” “How will this make them feel?” “What value is it going to deliver?”
- Culture is core values plus behaviors.
- Data is the heart of designing and delivering a good experience. You can’t build a product or service if you don’t know what your customers’ needs are.
- Before you can think about CX trends, you need to have the basics in place.
- While AI/Automation offers lots of uses for personalization, you need a pre-existing CX framework before you can take advantage of the technology.
Quote of the Show:
“Being customer-centric isn't just as easy as saying, hey, we're customer-centric.” - Annette Franz
Links:
- Twitter: https://twitter.com/annettefranz?s=20&t=aOLj5Mzl6Jg2dvRg3dOs8g
- LinkedIn: https://www.linkedin.com/in/annette-franz/
- Website: https://cx-journey.com/
- Customer Understanding: https://www.amazon.com/Customer-Understanding-Three-Experience-Business/dp/1686886810/ref=asc_df_1686886810/?tag=hyprod-20&linkCode=df0&hvadid=366338364634&hvpos=&hvnetw=g&hvrand=13111057715617334321&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9002280&hvtargid=pla-817781085315&psc=1&tag=&ref=&adgrpid=78795692360&hvpone=&hvptwo=&hvadid=366338364634&hvpos=&hvnetw=g&hvrand=13111057715617334321&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9002280&hvtargid=pla-817781085315
- Built To Win: https://www.amazon.com/Built-Win-Designing-Customer-Centric-Business/dp/1642253227/ref=asc_df_1642253227/?tag=hyprod-20&linkCode=df0&hvadid=564832755269&hvpos=&hvnetw=g&hvrand=13111057715617334321&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9002280&hvtargid=pla-1629212304445&psc=1
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
Live from the Uniphore Studios in sunny California, it’s the CX Day live stream! Join us for a round-table discussion of some of the issues, challenges, and myths in the CX field. Today’s guests are Jeannie Walters - CEO & Chief Customer Experience Investigator at Experience Investigators, and Shawn Nason - CEO & Founder, Chief Experience Officer at MOFI. On this episode, Jeannie and Shawn chat with host Randy Ksar to debunk some CX myths and answer questions from the audience.
Takeaways:
- CX Myth: “CX is not a business strategy”. To properly build a robust CX platform in your company, it needs to be intentional. Simply telling yourselves that you need to treat customers better won't magically change your culture.
- CX Myth: “CX should be siloed and its own department”. A successful CX program is one that treats CX, customer success, and customer service as a collective strategy.
- A good litmus test for the priority your business has for CX is to look at the org chart. If the CXO is 3 or 4 reports down, CX likely isn’t a high priority.
- Pay attention to your frontline CX workers. By empowering them, you reduce the turnover rate and increase job satisfaction and productivity.
- CX education has a long way to come. Education programs need to be taught by people who have worked in these roles.
- CX is happening regardless of your investment in it. Even if you don't have a CX strategy, customers are still having experiences with your brand.
- One of the biggest challenges facing the industry is integrating and centralizing customer data. You can’t predict things for customers if you can’t look at their history.
Quote of the Show:
“How can we say customer experience is a priority when it doesn't have a budget.” - Jeannie Walters
“If higher ed is going to teach it, make sure you're doing it with someone who has been in the trenches.” - Shawn Nason
“Sometimes people don’t even realize they're doing customer experience.” - Randy Ksar
Links:
Jeannie:
- Twitter: https://twitter.com/jeanniecw
- LinkedIn: https://www.linkedin.com/in/jeanniewalters/
- Website: https://experienceinvestigators.com/
- Podcast: http://www.crackthecustomercode.com/
Shawn:
- Twitter: https://twitter.com/manonfiresocial
- LinkedIn: https://www.linkedin.com/in/nasonshawn/
- Website: https://www.mofi.co/
- Podcast: https://shawnnason.com/the-combustion-chronicles-2/
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
While AI has a plethora of opportunities in the healthcare industry, it is no miracle cure. When implemented correctly, AI and Automation can find invaluable insights that make measurable impacts on real lives. Today’s guest is Neal Sample, a former CIO at both Northwestern Mutual and Express Scripts. Neal joins Randy Ksar this week to discuss how AI can uncover patient roadblocks to receiving the proper healthcare outcomes, dive into Neal’s experiences at express scripts, and explore the idea of leading with H.E.A.R.T.
Takeaways:
- AI’s role in healthcare is often inaccurately perceived as a panacea. In reality, implementing it is a challenge requiring the right people, the right tools, and the correct hypothesis.
- A good leader leads with H.E.A.R.T. (Humility, Empathy, Adaptability, Resilience, and Transparency). Leading with those five things enhances your ability to lead, strengthens team output, and decreases burnout.
- Having the best solutions in the world doesn't mean anything if co-workers avoid working with you. Collaboration is just as important of a skill as problem-solving.
- When it comes to experimenting and trying new solutions in the healthcare industry, it’s important to realize that you are affecting real human beings, not just data on a graph.
- While individuals have been quick to adopt AI and automation insights in their personal healthcare, the physician side of the equation has remained slow to adapt to new technologies
- Overcoming individual comfort levels is a big hurdle for implementing AI and automation into the healthcare industry. Some individuals will be quite comfortable, while others refuse to speak to an automated operator.
- Fitness trackers offer a unique opportunity to utilize AI as the metrics tracked by these devices are noninvasive and provide valuable insights into someone's health.
Quote of the Show:
- “Learning the difference between being right and being effective, and bringing together some of those empathetic leadership aspects has really sort of changed the game for me.” - Neal Sample
Links:
- Twitter: https://twitter.com/nsample?lang=en
- LinkedIn: https://www.linkedin.com/in/nealsample/
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
This week’s guest has 13 years of experience designing, deploying, and managing enterprise software solutions. Scott Baker is a Senior Analyst at Opus Research. Scott joins host Randy Ksar at the Five9 CX summit for an extended interview! Scott shares his insights on how call centers can best implement AI to set their agents up for success.
Takeaways:
- The onus is now on companies to provide their agents with the proper support tools to enable them to do their jobs, rather than expecting agents to be subject matter experts for their vendors.
- Only 25% of companies take insights from their call centers and pass that information to their agents.
- When involving automation with your agents, start small, find the pain point, talk to your contact center, and remove the roadblocks.
- Using AI to offload repetitive tasks is a win/win scenario. Agents get more time back which they can then utilize to focus on more complex or pressing tasks for the company.
Quote of the Show:
- “If you’re not trying to make your agents' job more interesting, I think that's an organizational failure for sure.” - Scott Baker
Links:
- LinkedIn: https://www.linkedin.com/in/scottebaker/
- Website: https://opusresearch.net/wordpress/
- Twitter: https://twitter.com/tweetsbybaker
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
This week’s episode is a collection of live interviews from the Five9 CX Summit in Las Vegas! Guests interviewed on this episode are Cathryn Valladares - VP Enterprise Solutions at Nextiva, Kevin Basden - VP of Contact Center Offerings at NWN Carousel, Scott Baker - Analyst at Opus Research, and Beatrice Casanova - Sr. Director Product Management at Five9. Randy chats with guests to ask them “What’s one myth about AI in the contact center you would like to debunk?”
Takeaways:
- AI Myth “AI is unnatural and people are not familiar with it” - Cathryn Valladares. People interact with AI every single day, and businesses need to adapt. Online grocery shopping and delivery are just one example of how AI plays into daily life.
- AI Myth “AI is a super complex technology that is straight out of a science fiction movie that is complex and expensive to implement” - Kevin Basden. In reality, AI is quite simple to implement in your business. The price savings when using AI are quickly realized as AI can work around the clock, never gets sick, and never take a vacation!
- AI Myth “AI will not magically make your life better. It will never be smarter than your smartest people or know your customers better than you do” - Scott Baker. In reality, an AI isn’t there to solve all your problems but rather acts as a valuable partner by providing you with information.
- AI Myth “AI is a complex, monolithic, scary technology” - Beatrice Casanova. In reality, AI can be adapted to a wide variety of problems to provide a wide range of solutions. To take out some of the concerns, start small, identify your business case, and work with an established partner to try a few simple solutions.
Links:
Cathryn Valladares
- LinkedIn: https://www.linkedin.com/in/cathryn-valladares-3b3a859/
- Website: https://www.nextiva.com/
Kevin Basden
- LinkedIn: https://www.linkedin.com/in/kevin-basden/
- Website: https://nwncarousel.com/
Scott Baker
- LinkedIn: https://www.linkedin.com/in/scottebaker/
- Website: https://opusresearch.net/wordpress/
Beatrice Casanova
- LinkedIn: https://www.linkedin.com/in/beatricecasanova/
- Website: https://www.five9.com/
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
Uniphore Converse 2022 is right around the corner—March 1st to be exact. This season, it’s all about AI.
Joining the show to offer a sneak peek on what to expect from this year’s event is Sylvain Tremblay, SVP of Video AI and Emotional Intelligence (EQ) Solutions at Uniphore.
We discuss:
-
Sylvain’s background in AI and video
-
The four components of EQ
-
How EQ relates to leadership
The announcements to look forward to at Uniphore Converse 2022
Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.
Want to be a guest on Conversations that Matter? Email podcast@uniphore.com.
As of right now, machines do not have the capability to peer into a human’s soul and see what they’re truly feeling at any given moment.
However, humans are always giving off signals, and machines could use these signals as a source of information to understand emotions.
In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, provides an overview of how emotion AI works.
Patrick shares:
- The limits to a machine’s understanding of human emotion
- How humans give off signals
- How machines can use those signals to build a bigger picture of what’s going on
Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.
Have a suggestion for another AI term Patrick should talk about or want to be a guest on the show? Email podcast@uniphore.com.
In past episodes, we’ve talked about teaching machines to understand human language.
But what about understanding other modes of communication like tone of voice or gestures?
That’s where multimodal understanding comes into play.
In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, explains everything you need to know about it.
Patrick shares:
- What it is
- How it works
- Why it’s important
Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.
Have a suggestion for another AI term Patrick should talk about or want to be a guest on the show? Email podcast@uniphore.com.
A person can easily understand all the nuances of human language. It’s far harder, however, to teach a computer how to do it.
But that’s exactly what’s happening with natural language understanding.
In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, explains everything you need to know about it.
Patrick shares:
- What it is
- How it works
- The challenges it overcomes
Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.
Have a suggestion for another AI term Patrick should talk about or want to be a guest on the show? Email podcast@uniphore.com.
You’ve probably heard quite a bit about AI out in the world.
But do you know what conversational AI is?
In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, explains everything you need to know about it.
Patrick shares:
- What it is
- Devices that use conversational AI
- How businesses can use it
Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.
Have a suggestion for another AI term Patrick should talk about or want to be a guest on the show? Email podcast@uniphore.com.
Conversational automation is a term that is often bandied about when talking about AI.
So, you might be wondering, what exactly is conversational automation?
In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, shares everything you need to know about it.
Patrick explains:
-
What conversational automation is
-
Why it’s helpful
-
How it’s used by enterprises
Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.
Have a suggestion for another AI term Patrick should talk about or want to be a guest on the show? Email podcast@uniphore.com.
Speech-to-text has improved a lot. It doesn’t mean that AI is the modern-day Skynet, seeking to steal all of our information or take over our world.
Special Guest Host, Patrick Ehlen, interviews Hayley Sutherland about what’s really going on in the world of conversational AI. Hayley is the Senior Research Analyst, Conversational AI, at IDC.
In this episode we:
-Reflect on the past 12 months of AI advancement
-Break down AI’s response to highly contextualized situations
-Forecast AI’s greatest milestones for the next five years
Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.
Want to be a guest on Conversations that Matter? Email podcast@uniphore.com.
The term “artificial intelligence” was coined way back in the 1950s by a group at Dartmouth that wanted to see if they could teach these new things called computers to do a lot of the smart things that people do.
The lessons continue to this day.
Our guest, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, leads the team that is figuring out how to get computers to grasp some of the more complicated things that humans do—namely, understanding language.
In this episode, we learn about his journey with AI.
We discuss:
-How AI applies to conversational automation
-The expertise needed to bring conversational AI to life
-Meeting the inventor of AI
Mentioned during the podcast:
-PDP-11 from the Digital Equipment Corporation
Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.
Want to be a guest on Conversations that Matter? Email podcast@uniphore.com.
Due to a new partnership, conversational AI and automation capabilities are about to be brought together for the first time in our industry. This pairing marks the start of a revolution unlike any seen in the CX space.
In this special episode, we bring you a discussion about the recent acquisition of Jacada by Uniphore.
Special Guest Host, Jeannie Walters, CEO & Chief Customer Experience Investigator at Experience Investigators, welcomes Umesh Sachdev, CEO and Co-Founder at Uniphore, and Yochai Rozenblat, Former CEO at Jacada, to talk about how the partnership will benefit their customers and the industry overall.
We discuss:
-How the acquisition came to be
-How the partnership will benefit the industry
-How call centers have changed since the pandemic
-What AI and automation can do for customer experience
Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.
Want to be a guest on Conversations that Matter? Email podcast@uniphore.com.
The CX team is the face of the company. The customer relationships they build and nurture are the basis for both short-term and long-term success.
On CX day, we celebrated these unsung CX professionals all over the world. We hosted a wide-ranging discussion about everything CX with Subreina Thelwell , Senior Customer Success Manager at Uniphore , and answered your burning questions about the function.
We discussed:
-Why CX is a team sport
-What CX leaders should focus on
-How to encourage sales to focus on CX
-What skills should a CX professional have
-The future of CX
Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.
Want to be a guest on Conversations that Matter? Email podcast@uniphore.com.
You don’t get three strikes. You really only get one.
Few of us remember the last extraordinary experience we had with a brand, but all of us remember the last negative one.
How do we create customer experiences that are remarkable?
In this episode, we interview Dan Gingiss, Chief Experience Officer at The Experience Maker, and author of The Experience Maker, about the four keys to creating experiences that customers want to talk about.
Join us as we discuss:
-The WISE acronym: witty, immersive, shareable, and extraordinary
-Actionable examples that don’t take millions to implement
-The unsung importance of being shareable
-The role of AI in creating WISE experiences
Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.
Digital servicing has given CX teams the ability to conveniently and efficiently reach out to more customers, and COVID-19 has enabled many companies to adopt digital platforms at scale.
But there’s an inherent danger with focusing completely on digital: losing the empathy of the human touch.
In this episode, I speak with Dipu KV , President & Head of Operations and Customer Service at Bajaj Allianz General , about how the focus in CX is on transitioning from digitizing the physical, to humanizing the digital.
We discuss:
-New CX innovations in the insurance industry
-A 5-step CX process
-Bringing an analytics mindset to the role
-How AI and automation enabled a seamless switch to digital servicing
Keep connected with Conversations that Matter at Apple Podcasts, Spotify, or www.uniphore.com
After-call work is the work that call center employees must perform after each call, which ballparks at 2.5 minutes per call. Imagine how much the entire process would improve if we could reduce that by just 30 or 40% with more automation!
In this episode, I interview Vijai Shankar, Vice President Product Marketing & GTM at Uniphore, about the role of automation in after-call work.
What we talked about:
- The burden of after-call work
- How automation enhances agents and the customer experience
- Transcription engine and summarization — keys for future efficiency
Check out this resource we mentioned during the podcast:
- Uniphore’s Buyer’s Guide: Choosing the Right Solution for Automating After-Call Work
Keep connected with Conversations that Matter at Apple Podcasts, Spotify, or our website.
Listening on a desktop & can’t see the links? Just search for Conversations That Matter in your favorite podcast player.
CX is complicated. It’s a challenge to get it right and to define exactly what you should be focusing on to improve it. But Jeff Toister, President at Toister Performance Solutions and the author of the new book, The Guaranteed Customer Experience, has cracked the code.
In this episode, we chat about the Guaranteed Customer Experience framework, how to implement it into your organization, and making brand promises.
Topics covered:
- The importance of keeping promises in CX
- 3 steps to winning and retaining more customers
- Implementing a guaranteed customer experience into the culture of the company
Follow Jeff on Twitter (@Toister) and check out the Top Books CX Leaders Should Read in 2021.
At some point in your career, you'll feel overwhelmed, stressed, and purposeless. At any one time, at least one of your team members feels that way, too. That's why it's important to positively impact people every day. And you can't do that if you don't have the right perspective.
How do you get the right perspective? By zooming in and out — keeping both the big picture and the needs of your team members in view.
On this special episode of Uniphore’s Conversations that Matter, our guest is Heather Arthur, Vice President, Rogers Customer Care Operations at Rogers Communications. Guest-host contact center expert Mike Aoki of Reflective Keynotes chatted with Heather to learn more about her day in the life. This is part 2 of a two-part series titled “Day in the life of a contact center leader”.
Our conversation touched on:
-The concept of zooming in and zooming out
-How to build the strongest leaders in your team
-Techniques for reducing attrition and increasing engagement
Contact centers are fundamentally about people, process, and technology.
To understand more about these aspects, guest-host and contact center expert Mike Aoki talked with Eric Scipio del Campo, Vice President Canada Contact Centers at a leading financial institution in Canada, in the latest episode of Conversations That Matter. This is part 1 of a two-part series titled “Day in the Life of a Contact Center Leader.”
The conversation focused on the following::
- Skills and tips that matter before and during contact center careers
- Building your support network and balancing strategy with tactics in a dynamic work environment
- Thinking time and the most important role of leaders
- How to increase meeting productivity
- Trust, mental health, and customer expectations
The following links were discussed in the podcast:
- Eric’s LinkedIn profile
- Uniphore’s website
Customers are making decisions to work with brands based not just upon product quality but the company’s core values. In order to build a trusted relationship the core values of a company need to match up with a customer. If not, the customer will switch to a competitor.
And in contact center organizations that are focused on revenue generation, that is a problem.
So how do you solve it? With mission-driven CX (customer experience). As Nate Brown from Officium Labs says in this episode “It is the principle that customers are going to do business with organizations that actively embody the core values most important to them.”
It isn’t about what is listed on your website and what your IVR says but it is about how all employees communicate and live those values.
In today’s conversation, we chat with Nate Brown, the chief experience officer at Officium Labs and discuss 4 steps to help your organization practice mission-driven CX. In addition, Nate shares his passion-project, the CX Accelerator , a community for CX professionals to share ideas, get feedback from peers, and network.
What technology will have a bigger impact than the internet?
Artificial Intelligence (AI).
Since its inception, AI has proved that it is the future of automation, contact centers, and how companies do business with customers.
On this podcast, Andrea Ayers, Former President and CEO of Convergys and John Chambers, Former Chairman and CEO of Cisco and CEO of JC2 Ventures, have a conversation with guest-host Jeff Frick about AI and automation in the enterprise including:
- How CEOs view AI and Machine Learning
- What the future use cases of AI are in business
- The need for automation in contact centers
- How contact centers are evolving to generate revenue
- How will AI impact leadership, jobs, and customers
- And what trends in AI are similar to when the internet was adopted
This conversation was recorded at Uniphore’s Conversation Automation 2021 virtual event where new AI & automation products from Uniphore - U-Trust and U-Assist - were announced.
What makes a good leader? Or a bad one?
We've probably all worked under good and bad leaders in our careers. But some of them really made a difference in our lives.
Best-selling author, futurist, and keynote speaker Jacob Morgan talked to more than 140 CEOs about what leadership really means and how it can be applied towards any business. He also surveyed almost 14,000 LinkedIn members on leadership in their career.
Jacob joined us on this episode to talk about:
- How CEOs define leadership (hint: they are not all the same)
- How he researched his book The Future Leader
- The need for both purpose and meaning in a job
- The difference between ethics and morality in leadership
- How will AI impact leadership?
- Leadership mindsets and skills that will make you successful
It was a very insightful conversation and it can apply to anybody wanting to become a leader of a company, team, or project.
Links discussed during this episode:
- Go to https://theleadershipguide.com for a PDF of the nine mindsets and skills for leadership plus quotes from the CEO’s Jacob interviewed
- Get in touch with Jacob at Thefutureorganization.com
- New entrepreneurship podcast from Jacob and Blake Morgan: byobpodcast.com
Acceptance of technology, customer confidence, and agent training are all clear themes in a new COVID-era report published by Uniphore.
Today, I discussed these results with Umesh Sachdev, CEO at Uniphore, and Annie Weckesser, CMO + People at Uniphore, to understand what these new CX insights mean for 2021 and how the landscape will be shifting in the future.
We talked about:
- Benchmark report from Uniphore shows call centers are a lifeline for consumers seeking support for COVID vaccines, travel, online shopping and more into 2021
- Hold times have increased 50% in the pandemic as contact centers are overwhelmed and under-resourced
- Consumers are comfortable with automation technology to address surges, expedite answers and provide more personal support
Check out the survey results for an in-depth look at what we discussed today and more.
For the entire interview, you can listen to Conversations That Matter on Apple Podcasts, Spotify, and more!
Contact centers have faced a tumultuous 2020 similar to most industries.
This begs the question, “Is 2021 going to be any better?”
Lucky for us, I caught up Leslie O'Flahavan, Principal of E-WRITE, Neal Topf, President of Callzilla, and Dan Miller, Founder and Lead Analyst of Opus Research, to create an expert panel on what contact center predictions there are for 2021.
We talked about:
- What is going to change within the CX space between 2020 and 2021?
- How can companies keep employees motivated?
- What skills are essential in a remote contact center world?
- What tools will appear in 2021 that will help collaboration and engagement grow?
For the entire interview, you can listen to Conversations That Matter on Apple Podcasts, Spotify, and more!
You have 70 million customers and 40 million subscribers around the world. One night, you get locked down. Just like that. What do you do? As a business, what steps do you take to keep your customers top of mind and your enterprise operating?
On this episode, we invited the CIO of the largest insurance company in India,Sourabh Chatterjee, CIO of Bajaj Allianz General Insurance.
We talked about:
- Who Sourabh is and what he does at Bajaj Allianz General Insurance
- His first day on the job
- The critical importance of being a connected human
- Making the leap to digital self service
- The role of AI and automation in the insurance industry
Leadership plays a vital part in any company. A leader's most important role is to steward the organization's purpose. And that purpose needs to be communicated and understood across the whole organization.
On this episode, we’ve invited the expert on leadership and noble purpose to join the podcast. We welcomed Lisa McLeod, author of Selling with Noble Purpose and Leading with Noble Purpose. Lisa and guest host Annie Weckesser, Uniphore CMO + Chief People Officer, talked about:
- Who Lisa is and how she came to write Leading with Noble Purpose
- What noble purpose is and why it can't rescue a lousy strategy
- Common characteristics of great collaborators
- Advice about adopting a noble purpose for contact center leaders
On this episode of ‘Conversations that Matter’, special guest host Umesh Sachdev, Co-Founder and CEO of Uniphore, chats with Mike Small, CEO of Sitel Americas. Sitel Americas is a global leader in customer experience management with a team of over 90,000 associates around the world.
On the podcast, Mike explains how, by capitalizing on ever-evolving technology such as AI and automation, the BPO (business process outsourcing) industry can help organizations optimize their brands no matter the scale. “The BPO of the future,” he says, “is truly an integrative platform.”
On the podcast, Umesh and Mike discuss:
- Ways the customer experience industry has evolved over the years
- The biggest myth around the BPO industry
- How AI and automation impact the BPO industry today and potentially in the future
- Advice for contact center agents to excel in CX
- Becoming a better customer service operations manager
For more information about Uniphore and Sitel, go to our recent blog post.
To hear this interview and many more like it, subscribe to the Conversations that Matter Podcast on Apple Podcasts, on Spotify, or on our website.
How many times have you tried to interact with a chatbot on a website, only to find yourself talking in circles? You ask a question, it gives you an answer you don’t want, so you ask it a different question, and it gives you the same answer you didn't want.
Either the chatbot is terrible, or you’re asking the question the wrong way.
So do we toss AI in the garbage? Not by a long shot.
On this 2nd part of our 2 part episode with customer service expert Shep Hyken, we conclude our conversation with Shep, and talk all about:
- Why we should be putting AI in the hands of the agent
- Why a simple change at the airline counter would revolutionize the entire industry, but nobody will do it.
- Why the customer isn’t always right
- How to deal with trolls as a customer service rep
What is customer experience?
Is it a specific team within your company? Is it the contact center employees fielding calls from angry and disappointed customers?
The truth is, a lot of us don't’ really realize what customer experience is until we’ve had an outstanding experience. One that absolutely blew our socks off.
It’s the reason that people make YouTube videos of themselves unboxing iPhones and iPads. Because Apple understands that every part of the product is tied to the customer experience.
In part 1 of this 2 part episode, we sit down with author, keynote speaker and customer service expert Shep Hyken to talk all about:
- Best practices around customer service and customer experience
- Why he thinks that customer experience isn’t a department, but a philosophy
- The “Apple Experience,” and how even something as simple as packaging can enhance customer experience
- Why happier employees mean a more successful company
The impact of COVID-19 on customer service has revealed things to companies that they perhaps either never would have seen, or in some cases, weren’t ready to see.
What it has shown everyone is that technology is mandatory. Critical to help employees be more productive and lower support costs.
Rob Scott from UC Today joins the podcast to discuss the future of the workplace, customer service trends and how contact centers are adapting.
Founder and Publisher of UC Today, which attracts an international audience of UC Professionals and IT Leaders from vendor, service provider, reseller and end user organisations.
Rob Scott, Publisher, UC Today
What we talked about:
- Covid 19 and how companies are adapting to a homebound workforce
- Ways to use existing tech or ramp up tech to accommodate forced changes
- What the future holds for communications tech
To hear this interview and many more like it, subscribe to the Conversations that Matter Podcast on Apple Podcasts, on Spotify, or on our website.
Humans or technology?
When we’re talking about customer experience, and what makes a fantastic customer experience, the question is always asked, “Do we place more emphasis on technology or humanity?”
Meaning, do we invest more in AI and automation, or do we rely on the people to give that human touch?
What if the answer is both? What if it’s not an either/or, but a both/and? What if, in order to build an AI tool that is truly representative of the customer base, you have to have a broad representation of actual humans? A group that looks like your customers?
On this episode of Conversations that Matter, we sit down with Jeannie Walters,
CEO & Chief Customer Experience Investigator at Experience Investigators, for a conversation all about:
- What brands have to understand about customer experience to set themselves apart
- Being a part of the team that delivered the first online insurance quote in history
- Breaking down silos in order to deliver a winning strategy
- Measuring the effectiveness of remote working
When you retire, will people line up to say goodbye to you?
What legacy are you going to leave when all is said and done?
If you invest in the humanity of your employees, tell them the truth, and equip them with the tools to do their jobs and do them fearlessly, you’re going to leave the kind of legacy that you can be proud of.
On this episode of Conversations that Matter, we sit down with Jeanne Bliss, Founder and CEO at Customer Bliss for a discussion all about humanity, AI, and so much more.
On the show we discussed:
- How the 3 block-long line of people saying goodbye to her father at retirement shaped the way she approaches her career
- Why the ability to swivel is more important now than ever before.
- How, with the right set of metrics, AI can be the game changer in your customer contact center
Links discussed in the podcast:
- Jeanne Bliss website - https://www.customerbliss.com
- Jeanne on LinkedIn: https://www.linkedin.com/in/jeannebliss/
- Jeanne on Twitter: https://twitter.com/JeanneBliss bgg
- Seth Godin Interview by Jeanne Bliss:
https://www.linkedin.com/posts/jeannebliss_live-with-seth-godin-game-changing-author-activity-6663104983761768449--Cbx - Book: Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers https://www.amazon.com/dp/0735217815/ref=cm_sw_r_tw_dp_x_YodkFbARE1SKT
- Book: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine https://www.amazon.com/Chief-Customer-Officer-2-0-Customer-Driven/dp/1119047609/
To hear this interview and many more like it, subscribe to the Conversations that Matter Podcast on Apple Podcasts, on Spotify, or on our website.
Get a sneak peek of season 1 of Conversations that Matter, a podcast from Uniphore.
The podcast brings together leading experts in the contact center industry talking about AI, automation, customer service, leadership and more. the global contact center industry
To listen to more of season 1, subscribe to the Conversations that Matter podcast on your favorite podcast player.