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? Learn more from leadership expert Jacob Morgan.

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!

Acceptance of technology, customer confidence, and agent training are all clear themes in a new COVID-era report published by Uniphore.

Contact centers have faced a tumultuous 2020 similar to most industries. What's in store for 2021? Find out in this episode.

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?

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.