Kevin Zyskowski, the Founder and CEO at CertainlyCX, joins the show to share his insights on the importance of negative feedback.

Real agents. Real call centers. Real crimes. Horror stories sourced from the internet directly from call center agents.

On this episode of Conversations That Matter, Ben Motteram, Principal of CXpert, joins the show. Ben shares his CX experience, and some ways companies can enhance their CX frameworks.

On this episode, we open up the CX mailbag to answer some of our community's questions.

Annette Franz, Author of the books "Customer Understanding" and "Built to Win" and CEO of CX Journey joins the podcast this week. Annette and Randy discuss CX myths, customer-centric culture, and more!

Live from the Uniphore Studios in sunny California, it’s the CX Day live stream! Join us for a round-table discussion of some of the issues, challenges, and myths in the CX field.

While AI has a plethora of opportunities in the healthcare industry, it is no miracle cure. When implemented correctly, AI and Automation can find invaluable insights that make measurable impacts on real lives.

This week’s guest has 13 years of experience designing, deploying, and managing enterprise software solutions. Scott Baker is a Senior Analyst at Opus Research. Scott joins host Randy Ksar at the Five9 CX Summit for an extended interview! Scott shares his insights on how call centers can best implement AI to set their agents up for success.

This week’s episode is a collection of live interviews from the Five9 CX Summit in Las Vegas! Randy chats with guests to ask them “What’s one myth about AI in the contact center you would like to debunk?”

Through a better understanding of emotional intelligence, better leaders are made. Understanding the needs of your coworkers, and being able to address them, fosters an environment of success.