CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers

On this episode, Amelia welcomes Jon Arnold, Principal at J Arnold & Associates. This is Jon’s fourth appearance on the show.

During this conversation, Jon and Amelia discuss:

- The transformative power of AI in customer experience.

- The reason for choosing the term "transformative" for AI.

- AI's role in the transition to digital transformation.

- AI's ability to generate new ways of understanding.

- Enhancing agent intelligence with AI.

- Pattern detection and creating a roadmap for customer service.

- Competitive differentiation through AI.

- AI's role in remote work and agent training.

- Utilizing AI to create brand loyalty.

Resources mentioned:

J Arnold & Associates - https://www.jarnoldassociates.com/

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.

#CXO #CX #ContactCenter #CustomerService #CustomerExperience

On this episode, Amelia welcomes Jo Causon, CEO of Institute of Customer Service, an independent professional membership body for customer service, based in London, UK.

During this conversation, Jo and Amelia discuss:

- The important correlation between customer satisfaction, profitability and productivity.

- The insights gained from the longitudinal data in UK Customer Satisfaction Index (UKCSI).

- Approaching customer experience from a government or public sector perspective.

- Full transparency in communications with customers.

- The ways generational differences affect the customer experience.

- The similarities and differences in CX in the public and private sectors.

Jo Causon - https://www.linkedin.com/in/jo-causon-8b53652/

Institute of Customer Service - https://www.linkedin.com/company/institute-of-customer-service/

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com.

#CXO #CX #ContactCenter #CustomerService #CustomerExperience

On this episode, Amelia welcomes Nancy Jamison, Senior Industry Director, ICT at Frost & Sullivan, a growth advisory and analytics firm that helps companies identify, plan and capture growth opportunities around the world.

During this conversation, Nancy and Amelia discuss:

- The evolution of digitization in the contact center industry.

- The impact of different generations on customer expectations.

- The role of AI and chatbots in customer service.

- Adoption of AI tools and channels by top performers.

- The impact of digital channels on workforce management.

- The challenges and complexities in forecasting and scheduling.

- Integration of new technologies for enhanced customer experience.

- Addressing customer expectations in a multi-channel environment.

Resources Mentioned:

Nancy Jamison - https://www.linkedin.com/in/najamison/

Frost & Sullivan - https://www.frost.com/

NTT - https://services.global.ntt/

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.

#CXO #CX #ContactCenter #CustomerService #CustomerExperience

On this episode, Amelia welcomes Ian Golding, CEO and Founder of Customer Experience Consultancy Ltd.

During this conversation, Ian and Amelia discuss:

- What complete performance means in the customer experience space.

- Getting rid of complexity in CX and making it simple with a structured approach.

- The six elements of the CX maturity model to develop a customer-centric culture.

- Putting the customer journey before technology.

- The difficulty for business leaders to change their mindset.

- Aligning customer experience with employee experience.

Ian Golding - https://www.linkedin.com/in/iangolding/

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com.

#CXO #CX #ContactCenter #CustomerService #CustomerExperience

On this episode, Amelia welcomes back Oru Mohiuddin, Senior Research Manager at IDC, the premier global provider of market intelligence, advisory services and events for the information technology, telecommunications and consumer technology markets.

During this conversation, Oru and Amelia discuss:

- The reason CX is important for contact centers in 2023.

- The three pillars of customer experience, efficiency, convenience and relationship.

- The importance of agents in the call center with the rise of AI.

- Solutions contact centers are using to drive workforce engagement.

- Gamification in the contact center.

- The role AI plays in driving agent empowerment.

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com.

#CXO #CX #ContactCenter #CustomerService #CustomerExperience

On this episode, Amelia welcomes Keith Dawson, Vice President and Research Director in Customer Experience at Ventana Research. During this conversation, Keith and Amelia discuss:

- The perception of traditional self-service and how it is evolving.

- Keith’s prediction that 70 percent of customer interactions will be a mix of human and automated.

- The impacts self-service handoffs have on the agent.

- How self-service is freeing agents up to be more human during customer interactions.

- The ways knowledge resources are improving the self-service experience.

- How the pandemic opened up customers’ views of what is possible.

- The ways new channels like kiosks and QR codes are enhancing the customer experience.

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com.

#CXO #CX #ContactCenter #CustomerService #CustomerExperience

On this episode, Amelia welcomes Maribel Lopez, Founder and Principal Analyst at Lopez Research. This is Maribel’s third appearance on the show. During this conversation, Maribel and Amelia discuss:

- The key areas CX companies should be investing in this year.

- The challenges organizations face when it comes to creating opportunities in the CX world.

- Meeting customers where they want to be met.

- The importance of expanding into all available channels.

- Investing in automation and predictive and prescriptive AI.

- The rise of AI and Chat GPT and the opportunities they present for businesses.

- Investment areas that organizations overlook when developing a CX strategy.

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com.

#CXO #CX #ContactCenter #CustomerService #CustomerExperience

On this episode, Amelia welcomes Leslie O'Flahavan, Principal and Owner at E-WRITE and author of 5 writing courses on LinkedIn Learning. During this conversation, Leslie and Amelia discuss:

- The delicate balance between empathy and efficiency in contact centers, especially when it comes to AI.

- The pervasive environment in CX, where agents are trained to offer apologies, not empathy.

- The necessity of active listening or analytical reading to express empathy.

- The difference between personal empathy and empathy in the workplace.

- How AI can generate different empathy prompts for agents who are getting burned out.

- A real-world example of increased efficiency and agent satisfaction when apologizing was replaced with empathy.

- Agents can be taught to have empathy at work.

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com.

#CXO #CX #ContactCentre #CustomerService #CustomerExperience

On this episode, Amelia welcomes Craig Kennedy, Senior Director of Research at Aragon Research, Inc., an advisory firm that focuses on high-impact market research and advice to help businesses make better technology and strategy decisions.

During this conversation, Craig and Amelia discuss:

- The impact customer experience has on brand loyalty.

- Creating omnichannel communications for customers to increase their comfort when seeking support.

- The ways AI has created positive changes in the customer experience.

- How intelligent virtual agents are now mimicking the way humans naturally interact.

- Using data to personalize the customer experience.

Resources mentioned:

Craig Kennedy - https://www.linkedin.com/in/craigskennedy/

Aragon Research, Inc. - https://www.linkedin.com/company/aragon-research/

Aragon Research | Website - https://aragonresearch.com/

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.

#CXO #CX #ContactCenter #CustomerService #CustomerExperience

On this episode, Amelia welcomes Mila D'Antonio, Principal Analyst at Omdia, a technology research and advisory group.

During this conversation, Mila and Amelia discuss:

- How businesses are overcoming CX challenges.

- Using AI to accelerate their self-service success.

- The significant advancement of digital maturity.

- Achieving sustained profitable growth by growing the customer experience.

- Recommendations for better CX bot interactions.

Resources mentioned:

Mila D'Antonio - Mila D'Antonio

Omdia - https://www.linkedin.com/company/omdia/

Omdia | Website - https://omdia.tech.informa.com/

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.

#CXO #CX #ContactCenter #CustomerService #CustomerExperience