In this episode of CEX Talks, host Abhinandan Jain interviews Kali Sarim, Vice President of Customer Experience at Symtrain. They discuss the evolving landscape of customer experience, the impact of AI on training solutions, and the importance of empathy and resilience in leadership. Kali shares her journey in the industry, the challenges faced by women leaders, and the need for diversity in leadership roles. The conversation also explores the future of contact centers, the significance of personalized learning, and the ethical considerations surrounding AI adoption.

Chapters

00:00 Introduction to Customer Experience and Leadership

03:45 Empathy, Resilience, and Cultural Intelligence in Leadership

07:18 Advancing Diversity in Leadership

09:14 Empowering Women in Technology and Innovation

10:13 Advice for Aspiring Women Leaders

12:09 Innovation in Customer Experience Technology

14:51 SymTrain's Approach to Training Solutions

16:53 AI in Training: A New Era

18:32 Personalized Learning Journeys for Agents

20:14 Understanding KPIs in Agent Training

21:14 Balancing AI and Human Interaction

22:31 Industry Adoption of AI in Training

24:00 Personalized Learning and Customer Expectations

26:04 The Data Dilemma in AI Training

27:28 Measuring Agent Training Effectiveness

29:44 Ethical and Regulatory Challenges in AI

31:10 Driving AI Adoption at Scale

32:39 Emerging Trends in Contact Centers

37:31 Leadership Skills for the Future

38:34 Advice for Transforming Agent Development

#customerexperience #AItraining #leadership #womenintech #contactcenters, #innovation #personalizedlearning #symtrain #cextalks

This podcast episode explores the critical role of women in leadership within the customer experience (CX) industry. It highlights the disparities in representation, the cultural factors influencing women's roles, and the impact of the CX industry on women's opportunities. The discussion emphasizes the importance of empathy, resilience, and cultural intelligence in customer interactions, as well as the societal shifts resulting from women's empowerment. The panelists share personal experiences and insights on mentorship, the significance of breaking gender norms, and the future of women in leadership roles.

Chapters

00:00 Introduction to Women's Leadership in CEX

02:15 Challenges and Disparities in Women's Leadership

02:18 Community Changes and Female Empowerment

13:32 Gender Approaches in Customer Interaction

17:17 Cultural Intelligence and Women's Contributions

20:58 Cross-Cultural Competence in the CX Industry

24:26 Understanding Cultural Differences

28:20 The Impact of Accents on Communication

31:43 Empowering Women in the Workforce

36:55 Advice for Future Women Leaders

#womenleadership #customerexperience #genderequality #culturalintelligence #empowerment #empathy #cextalks #startek #accent #womensday #iwd2025

Summary

In this episode of CEX Talks, host Abhinandan Jain and guest Amandeep Singh explore the transformative trends shaping customer experience and communication strategies for 2025. They delve into hyper-personalization, the integration of AI, the evolution of omnichannel experiences, and the ethical considerations surrounding AI implementation. Amandeep shares insights on leading brands, the role of LLMs, and the importance of a digital AI leap framework for organizations. The conversation emphasizes the need for strategic insights in navigating the rapidly changing landscape of customer experience.

Chapters

00:00 Introduction to Customer Experience Trends

02:55 Understanding Hyper-Personalization

06:06 Navigating Privacy and Personalization

09:09 Brands Leading in Hyper-Personalization

11:57 The Role of AI and LLMs in Customer Service

14:55 Voice Technology Innovations

17:46 Omnichannel Integration in 2025

20:50 The Digital AI Leap Framework

23:48 Measuring ROI in AI Implementations

26:42 Ethical Considerations in AI

29:31 Strategic Insights for CX Leaders

43:05 Thanks For Watching Outro Video.mp4

#CEXTalks #FutureProofCX #HyperpersonalizationSecrets #AIRevolution #CustomerObsession #2025Strategy #DigitalPlaybook #customerexperience

Summary

In this episode of CEX Talks, host Abhinandan Jain and guest Davit, co-founder and CEO of Krisp.ai, explore the transformative impact of voice AI on industries, the evolution of Krisp from noise cancellation to real-time translation, and the future of voice technology. They discuss the rapid growth of the voice AI market, the challenges of infrastructure and costs, and the importance of privacy and bias in AI development. Davit shares insights on the role of voice in driverless cars and offers advice for budding entrepreneurs in the voice AI space.

Chapters

00:00 Introduction to Voice AI and Its Impact

01:26 Davit's Journey and Surprises in Voice Tech

05:48 The State of the Voice AI Market

09:11 Krisp's Vision and Product Alignment

12:03 Infrastructure and Cost Challenges in Voice AI

14:47 Real-Time Translation and Multimodal Interfaces

17:26 Voice Interaction in Driverless Cars

19:13 Ethical Considerations in Voice AI

25:19 Future Trends and Advice for Entrepreneurs

Keywords

#VoiceAI #Krisp.ai #noisecancellation #realtimetranslation #AItechnology #voiceinteraction #llm #futureofvoice #cextalks #customerexperience #employeeexperience

Summary

In this episode of CX Talks, host Abhinandan Jain interviews Andres Perez , co-founder and general partner at Karya Venture Partners. They discuss Andres's journey from entrepreneur to venture capitalist, his insights on the voice AI industry, and the future of AI and deep tech. The conversation covers the importance of understanding customer needs, the challenges of innovation in AI, and the trends shaping the industry. Andres shares valuable advice for aspiring founders, emphasizing the significance of building strong teams and engaging directly with customers.

Chapters

00:00Introduction to CEX Talks and Guest Background

04:14The Journey to Voice AI and Sanas

08:32The Future of Voice AI Innovations

15:27Transitioning from Founder to Investor

20:12Evaluating Game-Changing Products in AI

27:56Balancing Innovation and Cost in AI

33:15Exciting Trends in AI and Deep Tech

36:30Advice for Aspiring Founders

Keywords

#CEXTalks #voiceAI #venturecapital #entrepreneurship #innovation #customerexperience #AItrends #deeptech #startupadvice

In this engaging conversation, Nate Brown and Abhinandan Jain explore the intricate relationship between customer experience and employee experience. They discuss the importance of creating a positive work environment, the challenges faced in the BPO industry, and the role of motivation in enhancing employee performance. Nate shares his personal journey into the customer experience field, emphasizing the need for intrinsic motivation and community building within organizations. The discussion also touches on the significance of metrics in measuring success and the future of customer experience in the age of AI. Overall, the conversation highlights the necessity of aligning employee and customer goals to foster a thriving organizational culture.

In this episode of CEX Talks, host Abhinandan Jain engages with industry thought leader Laurent Philonenko, exploring his journey through the customer experience landscape, the importance of curiosity, and the evolving dynamics of corporate learning. They discuss the future of contact centers, the impact of AI, and the challenges companies face in adopting new technologies. Laurent shares insights on the intersection of AI and customer experience, the significance of data, and the role of infrastructure in AI advancements. The conversation concludes with reflections on balancing multiple interests and the importance of understanding market noise.