CX Conversations

Kustomer announced it has acquired Reply.ai, a customer service automation platform that helps companies scale intelligent customer service without compromising experience. Our guest today, Omar Pera, CEO of Reply AI, is sharing how companies are winning by propelling an effortless customer experience using AI and automation. We all know that customer experience is becoming more important than ever before. Businesses who prioritize customer experience are the ones succeeding. But how can companies continue to execute on a high level of service without hiring an army of people, or sacrificing the human touch? Tune in to discover how to make customer service faster and smarter.

About of Omar and Reply 1:30
Why do we need bots? 8:41
Examples of AI in customer Service 12:20
Do’s and Dont’s of AI for CX 20:17

“If the customer says absolutely anything that is not related to ‘where is my order’ you go to an agent directly, without waiting, without doing anything, without rephrasing…” 21:45

It's getting increasingly difficult for businesses to get feedback from customers in this fully remote world. We sat down with Hilary Curran from Guru, a customer service knowledge management company, to dive deeper into the techniques and practices they are taking to stay connected and elevate the customer voice during this remote reality. Join us in this episode to discover insights about how to boost your customer experience and make the process easier.

Amplifying the Customer’s Voice 1:58
Collecting 3:51
Getting Customers Involved 7:34
Share and Discuss 8:58
Close the Loop 14:38


“ We’ve created a series of questions that we ask our CX team to think on each week...Some sort of specific questions verses, ‘how is everything going’ Something so broad” 7:54

In this episode of Customer Service Secrets, we talk with Blake Morgan, a customer experience expert, keynote speaker, and author of the Customer of the Future. Blake shares how customers and companies are changing and need to change in order to survive. She also speaks on why today and moving forward customer experience needs a greater focus. We also discuss her recent book.

More about Blake 0:57
The Customer of the Future 2:59
The Company of the Future 4:36
Why Does CX Matter to Companies today? 8:26
Recent Book Release 11:34

“Customer service is the only way to stand out. Our products and services have become commodities. We’re simply competing on price. Maybe that works in the short term, but in the long term… we have to compete on experience.” 8:44

In this episode of Customer Service Secrets, we talk with Shep Hyken, a customer service/experience expert, keynote speaker, and Time’s best selling author. He talks to us about his concept of the Cult of the Customer. He talks about treating customers so well that they become fanatic evangelists who preach your good name. We talk about how to achieve this level of customer satisfaction, one of the best ways is consistency. Join as we dive deeper into this topic and learn how to apply it.

Why the word Cult? 2:34
Consistency 9:19
Changing Tradition 15:00
Setting Your Company above others 21:20

“The Cult of the Customer is all about people who are fanatical about taking care of their customers, both internal and external… Ideally doing such a great job that these customers become evangelists.” 4:15

In this episode of Customer Service Secrets, we talk with Jeanne Bliss, Founder and CEO of Customer Bliss. We talk about about her book which explains her philosophy on customer experience. Too often we are watering down or over complicating customer service. Jeanne expresses her thoughts in a way that can help any company, no matter size. Jeanne also offers a link to the first chapter and quiz to her book for our listeners.

Would you do that to your Mother? 2:14
How to start Enabling Employees 7:53
Don’t make me feed you Soap 11:58
Pillars 3 and 4 14:10

“Do you allow for human error? If you return that rent a car 3 minutes late are you get dinged for half a day?...People above process.” 15:31

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In this episode of Customer Service Secrets, we talk with Adrian Swinscoe, customer experience author. In this episode we talk about his views on what he calls “Punk CX”. Sometimes we complicate customer experience. We get deep into the weeds of it all and Punk CX is all about getting back to the simple needs. Join us as we dive into this idea of simplifying and and teaching our customers how to help themselves.

Timestamps
Introduction to Adrian Swinscoe 1:15
How Punk CX came about 3:04
How to Simplify CX 8:12
We Like helping Ourselves 12:18

“60% of your in bound demand for help can be solved either by you being better at solving things first time around, or..helping customers help themselves.” 13:27
https://www.kustomer.com/

In this episode of Customer Service Secrets, Gabe talks with Mary Drummond. Mary is the CMO at Worthix, a customer survey company, and the host of a podcast called The Voices of Customer Experience. Mary has a wealth of knowledge on customer experience, exploring what the term "customer experience" should mean, and what we're missing within our current definition. Tune in to learn how social proof and brand identification fit into customer experience and learn five key factors that influence purchase decisions.

Intro 0:11
Trends and Problems Facing Customer Service Leaders 2:15
Customer Experience Professionals Association 3:08
Customer Expectations 10:08
Customer Service vs. Customer Experience 11:06
5 Main Drivers: Purchase Discussions 17:43

https://www.kustomer.com/

In this episode, we get to talk with Vikas Bhambri, the SVP of sales and customer experience at Kustomer. Vikas and I talk about a current buzzword in the customer experience world and that is bots. We often hear people talking about adding bots but what makes a good bot vs. a bad one? What will really help the customers in the long run? Vikas talks about what makes an Intelligent bots and how to make bots meet customer needs rather than one that treats all issues the same. Vikas also talks about how to even start for those just jumping into this world.

Background to Vikas 1:13
Defining a “Bot” 5:32
Customizing Bots to Meet Needs 9:15
Advice for first time Bot users 20:49

“Imagine you bought a robot to clean your house and you only put it in one room of your house and said, ‘learn’. And then you unleashed it on your whole house. You’d probably end up with a wreck… When people create these algorithms, they’re only thinking about one problem area.” 9:15

Today on Kustomer we talk with John DiJulius, the president of the Dijulius Group, a customer service consulting firm. John and I talk about the current state of business and how to overcome trials in business such as the shutdown caused by COVID19. Rather than looking at this time as complete loss, John talks about using this time to get things done that your business really needs. We also talk about what our relationship with our clients, employees and leadership should look like during these tough times.

More about John 1:05
Working with Clients during hard times 9:22
Leadership and Employees Relationship 13:54
Using Trials to your Benefit 18:50

“Even a turkey can fly in a tornado, but when that tornado stops flying, the turkeys start dropping. So the people who have worked on customer loyalty and employee loyalty really shine and emerge as leaders in business.” 5:10

In this episode, Gabe chats with Peter Fader, Professor of Marketing at The Wharton School of the University of Pennsylvania and author of Customer Centricity. Peter challenges the idea that every customer is the right customer. He says instead that we need to change how we treat customers depending on how long they will continue to be a customer, how many purchases they will make, and how much a business will earn from those transactions. He talks about how this shift in perspective will affect the entire focus of a company.

Intro 0:14
Not All Customers Are Created Equal 2:09
Segmenting Customers 7:57
Customer-Based Corporate Valuation 14:20
Key to Finding Success in Customer Centricity 17:35

https://www.kustomer.com/
https://www.thetaequity.com/

Intro 0:14
Not all customers are created equal 2:09
Segmenting customer 7:57
Customer based corporate valuation 14:20
Key to finding success in customer centricity 17:35

https://www.kustomer.com/
https://www.thetaequity.com/