Summary

In this episode of CEX Talks, Abhinandan Jain and Brad Shaw, CEO of LivePro, discuss the evolving landscape of customer experience, emphasizing the critical role of knowledge management in contact centers. They explore the challenges faced by agents, the empathy gap at the executive level, and the impact of AI on customer service. The conversation also touches on cultural differences in customer expectations, the importance of ROI in a cost center environment, and the future of knowledge management in a hybrid workforce. Brad shares insights on building tech companies in Australia and scaling challenges in global markets, concluding with advice for leaders looking to enhance customer experience.

Chapters

00:00 Introduction to Customer Experience Evolution

02:48 The Journey from Coaching to Knowledge Management

04:41 The Importance of Knowledge Management in Contact Centers

07:26 Agent Experience and Empathy Gaps

09:45 ROI and the Cost Center Dilemma

12:04 Cultural Differences in Customer Expectations

14:38 AI's Role in Customer Service

17:09 Misconceptions and Fears Surrounding AI

19:43 Preparing for a Hybrid Workforce

22:08 BPOs and the Future of Customer Service

24:26 Building Tech Companies in Australia

27:10 Scaling Challenges in International Markets

29:24 The Future of Knowledge Management and AI

32:08 Final Thoughts and Advice for Leaders

Keywords

#customerexperience, #knowledgemanagement, #contactcenters, #AI, #empathy, #ROI, #BPO, #cultur, #hybridworkforce, #techcompanies, #australia, #australiatech, @cextalks, @livepro, #podcasts