Om CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers
Every 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.
📻 Siste episoder av CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers
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How Should We Use Digital and AI To Reduce Costs and Drive Efficiency? (00:16:00)
On 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 technologica...
Driving Growth Through Exceptional Customer Experiences (00:23:03)
On 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 custome...
How Brands Can Leverage Outsourcing To Drive Customer Journey and Fund Their Digital Initiatives (00:14:43)
On 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 ...
AI’s Impact on Agent Performance and Satisfaction (00:15:00)
On 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 ag...
Balancing Efficiency With Empathy in Customer Experience (00:16:41)
In 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 mode...
The Importance of Customer Feedback for Business Growth (00:22:51)
On 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 ...
How Do CX Leaders Accelerate Decision Velocity With AI? (00:22:16)
On 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:
- Inc...
Innovation in the Ever-Evolving Landscape of CX (00:11:39)
On this episode, Amelia welcomes Dennis Wakabayashi, Customer Experience Consultant at Team Wakabayashi, International Innovation Advisor at Cemantica, and Digital Marketing Instructor at the Universi...
Generative AI: Empowering Employees and Managers To Be More Engaged (00:13:42)
On 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 resea...
Mastering the Customer Journey: From Experience to Advocacy (00:15:11)
On 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...
Unlocking the Transformative Power of AI in Customer Experience (00:18:25)
On 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 ...
The Correlation Between Customer Satisfaction and Profitability (00:16:50)
On 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 a...
Leveraging Digital Channels in Today’s Ever-Evolving Workspace (00:16:15)
On 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 opportuni...
Making CX Simple With a Structured Approach (00:26:20)
On 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 custo...
WEM Innovations To Improve Agent Engagement (00:12:34)
On 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, te...
Increase Customer Engagement With Self-Service and Knowledge Management (00:17:44)
On 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...
Key CX Areas Where Companies Should Be Investing (00:13:29)
On 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:
...
Generating Empathy With AI in Contact Centers (00:14:13)
On 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 del...
It’s Time To Give Customers What They Deserve (00:13:23)
On 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 be...
How AI Accelerates Self-Service Success (00:13:17)
On 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 overcomi...
Voice of the Customer as a CX Engine (00:13:48)
On 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 custom...
Detecting Fraud Through Agent Training and AI Tools (00:18:38)
On 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 bot...
Using Customer Science for Best CX Outcomes (00:15:41)
On 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 custom...
Converging and Diverging: Customer Experience & Customer Success (00:16:55)
On 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...
Doing More With Less in the Contact Center (00:12:05)
On 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, ...
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