Do we place more emphasis on technology or humanity?

Humans or technology?  

When we’re talking about customer experience, and what makes a fantastic customer experience, the question is always asked, “Do we place more emphasis on technology or humanity?” Meaning, do we invest more in AI and automation, or do we rely on the people to give that human touch? What if the answer is both? What if it’s not an either/or, but a both/and? What if, in order to build an AI tool that is truly representative of the customer base, you have to have a broad representation of actual humans? A group that looks like your customers?  

On this episode of Conversations that Matter, we sit down with Jeannie Walters,  

CEO & Chief Customer Experience Investigator at Experience Investigators, for a conversation all about:   

What brands have to understand about customer experience to set themselves apart 

Being a part of the team that delivered the first online insurance quote in history 

Breaking down silos in order to deliver a winning strategy 

Measuring the effectiveness of remote working 

When you retire, will people line up to say goodbye to you? What legacy are you going to leave when all is said and done?  

If you invest in the humanity of your employees, tell them the truth, and equip them with the tools to do their jobs and do them fearlessly, you’re going to leave the kind of legacy that you can be proud of.  

On this episode of Conversations that Matter, we sit down with Jeanne Bliss, Founder and CEO at Customer Bliss for a discussion all about humanity, AI, and so much more.  

On the show we discussed:   

How the 3 block-long line of people saying goodbye to her father at retirement shaped the way she approaches her career 

Why the ability to swivel is more important now than ever before.  

How, with the right set of metrics, AI can be the game changer in your customer contact center  

Links discussed in the podcast:  

Jeanne Bliss website - https://www.customerbliss.com 

Jeanne on LinkedIn: https://www.linkedin.com/in/jeannebliss/ 

Jeanne on Twitter: https://twitter.com/JeanneBliss bgg 

Seth Godin Interview by Jeanne Bliss: https://www.linkedin.com/posts/jeannebliss_live-with-seth-godin-game-changing-author-activity-6663104983761768449--Cbx 

Book: Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers https://www.amazon.com/dp/0735217815/ref=cm_sw_r_tw_dp_x_YodkFbARE1SKT 

Book: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine https://www.amazon.com/Chief-Customer-Officer-2-0-Customer-Driven/dp/1119047609/ 

To hear this interview and many more like it, subscribe to the Conversations that Matter Podcast on Apple Podcasts, on Spotify, or on our website.

When you retire, will people line up to say goodbye to you?

Get a sneak peek of season 1 of Conversations that Matter, a podcast from Uniphore.  

The podcast brings together leading experts in the contact center industry talking about AI, automation, customer service, leadership and more.  the global contact center industry  

To listen to more of season 1, subscribe to the Conversations that Matter podcast on your favorite podcast player.