Be Customer Led

The way consumers engage with brands has been rapidly evolving over the last few years.

And one of the communication technologies that have shown widespread acceptance from consumers and brands alike is conversational AI applications.

In today's episode, we take a deep dive into the future of conversational AI with an expert in the field. Amber Armstrong, Chief Marketing Officer at LivePerson, joins us today to talk about how conversational AI has been evolving over the past few years, how brands can implement it in various B2B and B2C use cases, and what the future of conversational AI may look like.

[01:09] Amber's Story – Amber's background in marketing and how the learnings from several roles in companies of all sizes prepared her for her current role as the chief marketing officer at LivePerson.

[03:20] Conversational AI – How conversational AI technologies have evolved over the last few years to improve the way brands engage and interact with consumers.

[07:00] Effects of the Pandemic – Amber shares her thoughts on the role the pandemic played in accelerating the growth of digital communication solutions.

[11:45] Privacy – Amber shares her thoughts on how brands marketers should approach engaging with audiences while preserving privacy.

[13:45] Conversation AI for B2B Marketing – The value proposition of conversational AI for the B2B market and some use cases for B2B related scenarios.

[17:59] Future of Conversational AI – Amber shares her take on how conversational AI may evolve over the next few years.

Resources:

Connect with Amber:

LinkedIn: linkedin.com/in/amber-armstrong-marketing

Twitter: twitter.com/ambarmstrong

Tiffani Bova, Global Growth and Innovation Evangelist at Salesforce,

Tiffani talks to Be Customer Led about the future of work and the impact on customer and employee experience.

In this episode, Tiffani and I get into:

• Best practices for 'return to work' and its impact on the future of work
• How innovation has been impacted, for the better, and what we need to change to innovate again in an optimal way
• What new skills should people be focused on to be successful over the next decade?\
• What companies should be doing now to shore up technical debt, and continue to engage their customers and deliver digital convenience
• Her book, GrowthIQ, its relevance today and what she might change about it in the future (including a new book!)

An amazing conversation with someone who is incredibly connected to so many businesses, sharing her expertise insights on the show.

Trying to find deep insight into the future of work and its impact on leadership? Look no further.

Be Customer Led recently interviewed Danielle Harlan who is Founder & CEO of The Center for Advancing Leadership and Human Potential.

Our conversation goes deep, it's interactive, and it explores so much around leadership you will have to bring your notepad for this one.

Danielle and I cover a lot of ground here, including:

1. Her perspective on return to work and how that's impacting the future of work
2. How the classical leadership model has fundamentally changed, why leaders need to show more empathy, and how leaders can recognize that
3. Her book, The New Alpha, and it's premise around creating inspiring leaders (and how she might want to change the book's name to Killing Alpha)
4. The work she is doing through the Center and the impact her organization is having to transform leadership for the modern world

An amazing, interactive conversation. So lucky to have had Danielle on the show and can't wait to (hopefully) have her back some time in the near future.

Karen Hold and I talk about her new book, Experience Design - The Innovator's Journey. This is the podcast version of the live episode recorded in October 29th.

Karen and I get into the specifics of her book from why she wrote it, critical components of the book, plus tools and capabilities she offers within the book to assess Design Thinking acumen.

A great conversation with an incredible thought leader on design thinking. One of the best books I've read this year, and definitely one of the best books on Design Thinking that I have had the pleasure of reading.

A must listen to episode if you're a designer, in customer experience, or interested in this space.

You can buy Karen's book on Amazon here and you can find out more about Karen and her company, at Experience Labs.

Alex Mead is no stranger to the Customer Experience community as many "thought leaders" have faced his challenges over the past few years, and rightfully so. He is a consistent voice on how customer experience needs to improve, and even thinks the term should be removed altogether.

On this episode of Be Customer Led, Alex and I get into it, talking about:

• Where customer experience has gone wrong over the last few years
• The 3-5 things Alex feels companies need to focus on to deliver great experiences
• How COVID has changed experiences (forever)
• How Alex is approaching customer service experience for the start-up he's working on in the GCC
• Technology's role in customer experience and its impact

Really interesting show with someone who brings a new and interesting perspective to customer experience, and is in the CX trenches every. single. day.

Want to know how to connect CX and Strategy in a way that creates value for your company?

Michelle Garcia Dorminey is Vice President of Consumer Experience Strategy at TrueCar, Inc., a company dedicated to making shopping for a car uplifting.  

Michelle's role is unique, however, I am seeing a lot more companies combine experience and strategy, and Michelle's perspective was fascinating; too many lessons to list for the classical CX Leader to take away (or the smart-minded CEO).

In this episode, Michelle and I cover:

• Her role focused on Consumer Experience Strategy and how that differs from other CX Strategy functions
• How Michelle approaches strategy and her advice for newcomers to strategy development
• How she is using Strategyzer, Lean Startup and Design Thinking methods to achieve success for the business
• Michelle's perspective on connecting strategy with tactics and partnering with stakeholders across TrueCar
• Her view on the future of CX and how the CX leader's role might evolve

Not only is this already one of my favorite episodes, I stated as much on the show! 

Super interesting and grateful to have had Michelle join us on the podcast!