CXNext

We flipped CXNext 2020 from an in-person event to a virtual event in just six weeks, and we're so proud of everyone whose amazing work made that possible!

Now that we've had some time to sit back and process the experience, our moderators join this episode of CXNext to share what they learned along with new ideas for creating an even better virtual event next time.

We heard from Nick Pegram, Chris Savio, Erica Mayshar, and Bob Sullivan of LogMeIn about their major takeaways from CXNext 2020.

What we discussed:

• Technology is a force for good
• We can conquer this remote work life
• Make improvements now, not later
• ...And insights from out virtual event

This discussion with Nick Pegram, Chris Savio, Erica Mayshar, and Bob Sullivan was taken from our show CXNext. If you want to hear more AI episodes like this one, check us out on Apple Podcasts here.

We're working differently now. It's hard, and we're carrying a lot. 

Consequently, we often get caught up in the big things. We say, "Let's focus on digital transformation or let's talk about reinventing the workforce."

If we started paying attention to the little things, however, we could build better experiences without exerting much effort.

On this episode of CXNext, I interview Jeannie Walters, one of the top CX experts anywhere. She brings a wealth of experience, including 20 years as a CX consultant. We talk about micro moments and why they matter. 

What we discussed:

• How customer connections are like personal relationships
• Your customer experience mission
• ...and why focusing on micro-moments isn't just for huge brands.

The question is not: How do you drive growth? That's no secret. You just have to find what works for you, double down, and iterate on it. 

The question is: How can you increase the velocity of your learning so you can discover what works for you even faster and thereby sharpen your growth curve? 

Could AI be the learning catalyst you need?

On this episode of CXNext, I interview Lomit Patel, Vice President of Growth at IMVU, the world's largest, avatar based social network app. 

What we talked about:

• The value of using AI to process data in real time
• How AI can help target the right user with the right message
• Using AI to differentiate the signal from the noise
• ...and why data-generated insights can come too late.

On this episode of CXNext, I continue my interview with Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In this second part of our three-part conversation, we discussed a shift in metrics from moment-in-time metrics to more real-time analytics, and how can you better drive your organization forward.

What we talked about:

• Why things like health engagement scores and C-SAT are better ways to look at how you measure success in the world of customer experience
• How to transition from focusing on operational cost management into customer value, customer relationship, and customer centric data
• What works when tying contact centers into lifetime value
• How to build metrics to tell your brand's story in a constructive way
• ...And what changes you can make to create productive dialogue between agent and customer.

Make room for these three trends in the rest of 2020: contact center leaders becoming CX leaders, the shift from moment-in-time to real-time analytics, and putting the customer at the center of everything we do. 

On this episode of CXNext, I interview Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In the first part of a three-part conversation, we discussed how CX leaders are coming from the world of the contact center, what makes a good leader, the skills you'll need, and how Nate took this journey himself.

What we talked about:

• What makes a good contact center leader and a good CX leader
• Why rebranding a contact center as a CX center isn't enough to do great CX
• The stages of moving from a contact center leader to a CX leader
• ...and why you should lead CX change more like Gandalf on Mount Doom than like Moses on Mount Sinai.

Remote work is hard. You try to stay productive and engaged. You try to keep your team productive and engaged. But it's not easy, especially if everyone feels comfortable with an office routine.

What can start ups or smaller companies teach us about remote work? How can you still be productive but also be flexible?

On this episode of CXNext, I interview Adrian Brady-Cesana, who holds more than 15 years of experience in customer experience and service, sales, and operations management and consulting and who now serves as senior manager of customer experience at ACV Auctions. We discussed how leaders and companies can deal with a whole new way of doing work.

What we talked about:

• What scrappy bootstrapped startups can teach everyone about shifting to remote work
• Best practices for remote people management
• How to change your customer's perspective and engage with them differently
• ...and how to come out of COVID-19 leaner, meaner, and way more efficient.

This discussion with Adrian Brady-Cesana was taken from our show CXNext. If you want to hear more AI episodes like this one, check us out on Apple Podcasts here.

If you don't use Apple Podcasts, you can find every episode here.

The world is confusing right now. We hear a lot of shouting, mandating, and directing. It's not just COVID-19, either. The world really is getting noisier every day. So how do you stand out amidst the clamor?

Tell a story. A simple, elegant, clear story.

On this episode of CXNext, I interview Mike Wittenstein, founder and managing partner of StoryMiners, one of the world's first strategic storytelling and experience design consultancies. We discussed how to make complex things simple and comfortable for an audience.

Two years ago, I started a podcast called AI:IRL because I kept getting so many questions about artificial intelligence as a way to drive digital transformation. 

After 50 great conversations, I finally realized something critical: technology is only one leg of the customer experience stool. With that in mind, I decided to broaden the conversation.

Now, I'm refocusing our podcast on questions about customer experience. What's the full potential of CX? How can we take advantage of uncertain times to help our people? And how can we engage with our customers to deliver better outcomes at a lower cost and in a way that really delights them?

My focus has changed, but my goal hasn't. I'll still bring you stories that help you live exciting and passionate lives and that redefine what engagement looks like for your organization.

Join me on the new journey!

If you don't use Apple Podcasts, you can find every episode here.

Responding to high-quality leads who raise their hand and are ready to buy is the icing on the sales cake. But the actual cake is made up of mid-funnel prospects who have some level of interest, but aren't ready to talk with a sales rep … and this part of the cake is thick with leads.

Ilan Kasan (Founder of Exceed.ai) came on this episode of AI: IRL to share how he's helping customers use AI to respond to thousands of mid-funnel leads, feed info back into the CRM, and then pass off communications to sales reps when the buyer is ready. 

What we talked about:

• The problem: determining intent without soaking up sales reps' time
• How Exceed.ai responds to customers
• Secondary benefits of AI email responses:
• • 1) Ensure you add qualification questions to automated responses
  • 2) Push data to your CRM
  • 3) Analytics

This discussion with Ilan Kasan was taken from our AI: In Real Life podcast. If you want to hear more AI episodes like this one, check us out on Apple Podcasts.

If you don't use Apple Podcasts, you can find every episode here.

The White House recently released 10 principles to guide the future of AI in the US. Did they go far enough?

In this episode, Ryan Lester discussed his 3 takeaways on the AI principles, and what they could mean for the future of AI with the US and around the globe. 

Ryan Lester is the Sr. Director of Product Marketing at LogMeIn.

What we talked about:

• The US government involvement gave us a platform to discuss AI
• At least 2 areas of AI need further exploration (eliminating bias and demystifying AI) 
• The US government can be a catalyst for the private sector

This discussion with Ryan Lester was taken from our AI: In Real Life podcast. If you want to hear more AI episodes like this one, check us out on Apple Podcasts.

If you don't use Apple Podcasts, you can also find every episode here.