Blake Morgan

NOVEMBER 7, 2023

In this podcast episode, Stephanie Shaffer De Jesus, a seasoned customer experience practitioner, shares invaluable insights into the future of contact centers and the role that Experience Level Agreements play versus the Service Level Agreements that contact centers are generally managed by.

Contact Center 98

Contact Center Metrics Chatbots Customer Centricity 98

West Monroe

JANUARY 2, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. I want to kickstart our conversation today with something that we like to ask everyone on our podcast–what does digital mean to you? About the episode Learn how to squeeze the most out of your data assets.

Data 52

Data Analytics Healthcare Innovation 52

ShepHyken

DECEMBER 24, 2023

Teeing up Employee Experience to Enhance Customer Experience by Dom Nicastro (CMSWire) This intimate knowledge, combined with his experience in various operational roles within the golf industry, equipped him with a unique perspective on what it takes to elevate a golf club’s overall experience.

Customer Service 62

Customer Service Employee Experience B2C Hospitality 62

Kustomer

NOVEMBER 9, 2023

Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined. Did you notice our featured blog post image was created by AI?) The answer lies in the rapidly changing landscape of CX.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

Beyond Philosophy

JULY 24, 2019

We discussed Facebook on a recent podcast and the implications of privacy violations for their users. Also, Facebook uses AI to capture and keep your attention to maximize their ad revenues. . Of course, it makes sense from their perspective. Are you thinking the same as me? I count myself among them. . That is where I sit.

Customer Centricity 139

Customer Centricity Culture Government Course 139

Kustomer

MARCH 10, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen dives into why CX efficiency is a must for any company that wants to be successful, especially in the time of the modern customer. Tune in to the full podcast to learn more so you can be prepared for any situation.

Customer Service 98

Customer Service Self Service Handbook Policies 98

Beyond Philosophy

FEBRUARY 20, 2020

We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers. As you recall, the future of interaction on social media is for a brand to respond as if it were a person, and it will likely be AI-powered in the future. AI Will Change And We Will, Too. He says we tend to externalize technology.

Meeting 162

Meeting Innovation Social Media Chatbots 162

Beyond Philosophy

DECEMBER 31, 2019

I discussed these predictions on a recent podcast. Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . However, it isn’t just predictions.

Customer Experience 152

Customer Experience Effort Score Consulting Customer Experience Professionals 152

West Monroe

APRIL 10, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "From healthcare company to product company: Highmark's journey" on Spreaker. How is My Highmark poised to support your transformation?

Healthcare 52

Healthcare Company Insurance Innovation 52

ShepHyken

NOVEMBER 2, 2021

Shep Hyken interviews Colin Shaw, co-host of the Intuitive Customer podcast and the Founder & CEO of Beyond Philosophy LLC , a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row.? Does AI improve customer service?

Customer Journeys 71

Customer Journeys Consulting Financial Video 71

West Monroe

MAY 22, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Why All Companies Should “Shift Left”" on Spreaker. About the episode What sounds like a political movement is actually a technical one.

Company 52

Company Banking Financial Healthcare 52

CSM Magazine

FEBRUARY 28, 2024

As Sabio expanded, we welcomed new teams through acquisitions, each bringing unique expertise and fresh perspectives. Our first event in London has circa 25 speakers sharing their expertise on topics ranging from AI and automation – including generative AI – to wider customer experience trends.

Leadership 52

Leadership Innovation Groups Conference 52

Kustomer

AUGUST 5, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Brad Birnbaum , CEO of Kustomer, to learn about how companies can win with their customers in this new space. To learn more about Brad’s vision for future customer success, listen to the full podcast below.

Omni-Channel 105

Omni-Channel Customer Experience Chatbots Contact Center 105

West Monroe

MARCH 6, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. From the customer's perspective, how do we understand everything about any one of our patients? Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Listen to " Best of Season 1" on Spreaker.

Innovation 52

Innovation Technology Data Healthcare 52

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. We shared both personal and business things that 2020 has taught us on a recent podcast.

Exercises 88

Exercises Consulting Government Call Center 88

Beyond Philosophy

MARCH 16, 2023

We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute at Michigan, to discuss it with us on the podcast. His research focuses on customer satisfaction, customer experience, measurement, and management.

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

Beyond Philosophy

AUGUST 3, 2023

My podcast colleague teaches introductory marketing to his MBA students, a class offered in their first semester when their energy is high, and their enthusiasm is, too. Of course, my podcast colleague is an academic, so while he has never steered anyone wrong, he has a limited frame of reference for his counsel.

Tips 78

Tips Sales Examples Tools 78

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Simple Tricks to Earn Customer Loyalty.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Bold360

JANUARY 21, 2020

The White House released 10 new AI principles it believes will establish the US’s continued leadership within AI. The move was a subtle change in course; up to now, the government had been somewhat hands off when it came to AI, letting the technologists determine the guidelines. Subscribe via iTunes , Spotify and more.

Government 52

Government Guidelines Financial Healthcare 52

C3Centricity

JANUARY 13, 2021

If so, then I’m sure that because you avoided commuting most days, you had the chance to discover some new blogs and podcasts. Many people were working from home this year, were you? If you are new to C3Centricity then welcome, glad you could join us. Many others just like you, found C3Centricity for the first time this year.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

NobelBiz

OCTOBER 31, 2023

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. Business is more than just transactions. At its heart, business is a bond between service providers and customers.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

Bold360

JULY 1, 2019

We often touch on the opportunity to leverage AI to create a better user experience. Vittorio brings an interesting perspective on the mix of user interface and user design. He also shared two great points to keep in mind as you start experimenting with AI solutions in your own company. Subscribe via iTunes , Spotify and more.

Innovation 75

Innovation Chatbots User Experience Customer Centricity 75

Bold360

DECEMBER 4, 2019

By checking your AI for biases. We think we’re getting better insights out of AI, but in reality biases are lurking behind the scenes. I got to talk with Vasco Pedro , CEO and Co-Founder at Unbabel , about what organizations can do to recognize biases in AI. Right now, only 22% of AI professionals on a global scale are female.”

System 85

System Data Industry Interaction 85

Bold360

OCTOBER 22, 2019

In the discussion of AI, we don’t talk about taking a user-centric approach nearly enough. We get caught up in technology for technology’s sake or an implementation perspective or solving business problems. Instead, we need to be asking: Are we delivering a better user experience through AI? Chris said. Chris Butler.

System 60

System Chatbots Measurement User Experience 60

SurveySparrow

FEBRUARY 9, 2024

There are many aspects to it, sure. But where does this journey start, though? Often, the first touch your leads have with your business is SEO. Search engine optimization basically refers to all the organic traffic you get. That’s why it is so important to master this part of the customer journey marketing. What Is a Customer Journey?

Customer Journeys 52

Customer Journeys Marketing Social Media Brands 52

C Space

JUNE 18, 2019

Alice’s adventures are partly a parable of identity; like Gulliver before her, changing size (perspective) helps her learn to know herself better. In our work with brands in very diverse categories, perspective switching also helps. Why not why? Identity is slippery. In many ways it’s humanity’s central question.

Customer Centricity 65

Customer Centricity Advertising Multi-Channel Innovation 65

Integrity Solutions

OCTOBER 23, 2023

As she shared during an episode of our Mental Selling podcast , she enjoyed being sales, but she could also see what was missing and how those elements would become a barrier not just to how far she could go but also to how rewarding the job would be. One of the most common pathways into sales is… accidental.

Sales 114

Sales Connections Feedback Banking 114

Talkdesk

MAY 11, 2020

built a Voice AI platform that supports teams to be faster, more accurate and more human in every interaction. . Instead, teams at companies like EmployBridge use artificial intelligence (AI) to analyze each call and identify coaching opportunities. This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI.

Contact Center 88

Contact Center e-support Call Center Analytics 88

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? Either way, we’d like to thank you all for your support in 2020.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

Kustomer

MARCH 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Amanda Chavez to discuss human-centered customer service and design. Tune in to the podcast below to discover how Amanda incorporates human-centered design into all aspects of customer experience.

Customer Experience 98

Customer Experience Customers Government Chatbots 98

Bold360

SEPTEMBER 30, 2019

When it comes to AI, one space that’s not really talked about enough is the world of consumer science. As a market research consultant focused on sensory and consumer science, Dr. Ennis has a really great perspective to share on how we can leverage AI to really benefit the consumer science space.

Consumers 40

Consumers Customer Experience Data Consulting 40

Beyond Philosophy

MAY 26, 2022

Assistant Professor of Marketing at Penn State Smeal College of Business was a guest on a recent podcast, and she explains perception of self and how it drives customer behavior. They “put on different hats,” which relates to the responsibilities or perspectives of that part of their life. Lucky for us, Sara Dommer , Ph.D.

Customer Experience Professionals 78

Customer Experience Professionals Examples Groups Exercises 78

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Download three podcast episodes at the beginning of every week. Podcasts for Product Managers. Want to get right to the good stuff?

Resources 80

Resources Management Conference Groups 80

NobelBiz

APRIL 18, 2023

Look no further! In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service.

Contact Center 52

Contact Center Call Center Management Gamification 52

Bold360

AUGUST 3, 2020

To talk about that, Ben Wells , Digital Banking Officer, AVP at Decorah Bank & Trust in Decorah, Iowa, joined us on the CXNext podcast. The employees’ perspective on new technology. ?. Subscribe via iTunes , Spotify and more. The banking universe is made up of two distinct worlds. What’s important to them?

Chatbots 52

Chatbots Customer Engagement Banking Engagement 52

Oracle

NOVEMBER 29, 2018

podcast with Joey Coleman and Dan Gingiss. a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss explain the benefits that direct messaging and automation will play in the future of customer service. Why take service at your business into the era of messaging and AI? listen to the full episode.

Customer Experience 45

Customer Experience Airlines Social Media Customer Care 45

Bold360

FEBRUARY 11, 2019

In a recent episode of AI: IRL, he unpacked what transformation truly is, an analytics-focused 5 step transformation strategy, and how employees can drive transformational change. Sid Raisoni , the Head of Analytics at Nestle Waters, is an expert on digital transformation in big companies. What is Transformation? When do they want to go?

Analytics 40

Analytics Company Data Resources 40