Conversations That Matter, a podcast from Uniphore

Due to a new partnership, conversational AI and automation capabilities are about to be brought together for the first time in our industry. This pairing marks the start of a revolution unlike any seen in the CX space.

In this special episode, we bring you a discussion about the recent acquisition of Jacada by Uniphore.

Special Guest Host, Jeannie Walters, CEO & Chief Customer Experience Investigator at Experience Investigators, welcomes Umesh Sachdev, CEO and Co-Founder at Uniphore, and Yochai Rozenblat, Former CEO at Jacada, to talk about how the partnership will benefit their customers and the industry overall.

We discuss:

-How the acquisition came to be

-How the partnership will benefit the industry

-How call centers have changed since the pandemic

-What AI and automation can do for customer experience

Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.

Want to be a guest on Conversations that Matter? Email [email protected].

On CX Day, we celebrated these unsung CX professionals all over the world. We hosted a wide-ranging discussion about everything CX with Subreina Thelwell, Senior Customer Success Manager at Uniphore, and answered your burning questions about the function.

The CX team is the face of the company. The customer relationships they build and nurture are the basis for both short-term and long-term success.

On CX day, we celebrated these unsung CX professionals all over the world. We hosted a wide-ranging discussion about everything CX with Subreina Thelwell , Senior Customer Success Manager at Uniphore , and answered your burning questions about the function.

We discussed:

-Why CX is a team sport

-What CX leaders should focus on

-How to encourage sales to focus on CX

-What skills should a CX professional have

-The future of CX

Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.

Want to be a guest on Conversations that Matter? Email [email protected].

In this episode, we interview Dan Gingiss, Chief Experience Officer at The Experience Maker and author of The Experience Maker, about the four keys to creating experiences that customers want to talk about.

You don’t get three strikes. You really only get one.

Few of us remember the last extraordinary experience we had with a brand, but all of us remember the last negative one.

How do we create customer experiences that are remarkable?

In this episode, we interview Dan Gingiss, Chief Experience Officer at The Experience Maker, and author of The Experience Maker, about the four keys to creating experiences that customers want to talk about.

Join us as we discuss:

-The WISE acronym: witty, immersive, shareable, and extraordinary

-Actionable examples that don’t take millions to implement

-The unsung importance of being shareable

-The role of AI in creating WISE experiences

Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.

In this episode, we speak with Dipu KV, President & Head of Operations and Customer Service at Bajaj Allianz General, about how the focus in CX is on transitioning from digitizing the physical, to humanizing the digital.

Digital servicing has given CX teams the ability to conveniently and efficiently reach out to more customers, and COVID-19 has enabled many companies to adopt digital platforms at scale.

But there’s an inherent danger with focusing completely on digital: losing the empathy of the human touch.

In this episode, I speak with Dipu KV , President & Head of Operations and Customer Service at Bajaj Allianz General , about how the focus in CX is on transitioning from digitizing the physical, to humanizing the digital.

We discuss:

-New CX innovations in the insurance industry

-A 5-step CX process

-Bringing an analytics mindset to the role

-How AI and automation enabled a seamless switch to digital servicing

Keep connected with Conversations that Matter at Apple Podcasts, Spotify, or www.uniphore.com