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

On this episode, Amelia welcomes Nate Brown, Senior Director of CX at Arise and Co-Founder of CX Accelerator. During this conversation, Nate and Amelia discuss:

- Nate’s accidental journey into customer support.

- The challenges faced by CX professionals today.

- The art and the science of CX work.

- The power of the voice-of-the-customer engine for driving customer experience.

- How CX leaders can remove friction in the workplace to improve results.

- The importance of a “team of one” mentality in leadership.

- The direct benefit to the customer after eliminating internal friction.

- Developing a mission-driven customer experience.

- Social media marketing and how it creates your company identity.

- What the future holds for CX professionals.

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 Jon Arnold, Principal at J Arnold and Associates, for his third appearance on the podcast. During this conversation, Rick and Amelia discuss Jon’s experience in both contact center operations and unified communications.

On this episode, Amelia welcomes Colin Shaw, Founder & CEO at Beyond Philosophy LLC. During this conversation, Colin and Amelia discuss:

- The evolution of customer experience as it moves toward customer science.

- Understanding the importance of looking at the customer through the lens of human behavior.

- The current CX trend of merging the three spheres of data, AI and behavioral science.

- The ways companies are building their customer experience AI platforms on fundamentally flawed data.

- How a proactive experience is important to developing the right AI process.

- Using data showing what customers do as much or more than what they say in your AI tools.

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 Irit Eizips, Chief Customer Officer and CEO at CSM Practice, a customer success consulting firm offering services to increase your net retention, improve your customer satisfaction, and grow your advocacy base.

On this episode, Amelia welcomes Sean Ilenrey, Vice President, Support at Dutchie, the leading technology partner for cannabis retailers of all sizes. Dutchie offers solutions covering point of sale, payments, e-commerce, insurance and more. He is also a Professional Speaker and Coach.

On this episode, Amelia welcomes Dave Michels, Lead Analyst at TalkingPointz and UC Expert at UCStrategies.

On this episode, Amelia welcomes Shawn Nason, CEO, Founder and Chief Experience Officer at MOFI, a human-obsessed boutique design firm passionate about reimagining experience ecosystems.

On this episode, Amelia welcomes Mark Slatin, Customer Experience Advisor and Consultant at Empowered CX.

On this episode, Amelia welcomes Joseph Michelli, Author and CEO at The Michelli Experience, a newsletter with tips and best practices to drive customer and employee loyalty.

We explore the digital transformation of CX, where analog processes are being digitized, as well as how AI takes the guesswork out of customer service and is as much about the agent's happiness as it is about the customer.