The ActivateCX Podcast

OUR GUEST...Jay Vigeland is the VP of Strategic Partnerships at Sprinkr and is a nationally recognized expert on AI in the Contact Center Space

TO BE SURE...Being a modern CX leader means working across the organization to effect change and gain alignment on customer experience, messaging, and building business. This involves making changes across people, process, and technology. AI is at the center of great opportunity and friction within the business. The Tech Marketplace is growing to embrace this new opportunity, which is presenting confusion and difficult acquisition decisioning. Fun times, right!

FIND OUT...how Jay and Sprinklr Future Proof your business. Maybe Present Proof is a better description, because the time for action is now.  They are harnessing the power of several large language and generative AI models to provide scalability, optionality, and functionality. Sprinklr Tech IP manages engagement tone and damps down unintended consequences and outcomes.

WHAT IF...If you are not ready to hit “go”, take advantage of the power of the ActivateCX™ Framework at Arroyo360 as a way to gain clarity, identify direction, and unify your business silo’s when it comes to CX and your business’s need to convert, amplify engagement, and gain better data insights.

TAKE AWAY...Expect to learn what you would from an experienced AI Practitioner and Visionary as he tackles the real-world of getting and keeping customers with AI.  Understand how the AI is constructed for Self Service, User Stories for getting started, how to rally the organization, and the most important insights you need to succeed…and much more.

Extra Stuff:

Learn more about the Sprinklr Contact Center Platform and their AI →

https://activateCX.arroyo360.com/Sprinklr

Learn more about the ActivateCX Framework → https://activateCX.arroyo360.com/ActivateCXtoday

ALSO, WE WOULD LOVE YOUR SUPPORT!!   * / activateCX@arroyo360

#ai #contactcentersolutions #cxstrategy #selfservice #media #sprinklr 

#arroyo360 #customerexperience  #employeeexperience #podcast

John C DeBaca leads the National AI and IVA charge at Contact Center leader Five9.

Being a modern Marketing C-suite leader or Customer Service Leader means inspecting an ocean of AI based self service solutions. It is a bonafide storm of confusion with each claiming to be the best and to somehow have cracked the code on AI and Self Service.

Find out how John C DeBaca and the Five9 Engineers are doing more than building a platform. Get some insights into their philosophy and methods behind why and how they build the solution to make your business more sustainable.

DeBaca explains how IVAs enhance contact centers by taking over low-value, high-volume tasks, freeing human agents for more complex, relationship-building interactions. IVAs can improve overall efficiency and reduce operational costs for organizations.

**Expect to learn more about the Interactive Virtual Assistant (IVA) and how you can augment your customer facing teams to meet your customers where they want to meet. This will help you get a sense for how you can protect your existing investment in technology, put your customer facing agents in a position to win, and perhaps get an edge on your competition. (they are reading this as well!).

Understand how obtaining a trusted advisor, a proven framework, and consulting leader like the experts at Arroyo360 can surface the most important insights you need to succeed…and much more.

Extra Stuff:

**Read up more on the Five9 IVA Platform and then get a free IVA Assessment: https://activateCX.arroyo360.com/Five9IVA

**Learn more about the ActivateCX Framework → https://activateCX.arroyo360.com/ActivateCXtoday
To support me on Youtube (thank you):  * / activateCX@arroyo360

Leslie Olsen is a nationally recognized CMO in the Financial Services space

Being a modern Marketing C-suite leader means working across the organization to effect change and gain alignment on customer experience, messaging, and building business. If that sounds easy, it is not!

Find out how Leslie harnessed the power of the ActivateCX Framework and Way to gain clarity , identify direction, and unify her business silo’s when it came to C2FO and their need to convert, amplify engagement, and gain better data insights.

Expect to learn what you would from an experienced Marketing and CX practitioner as she tackles the real-world of getting and keeping customers. Understand how obtaining a trusted advisor, a proven framework, and consulting leader can surface the most important insights you need to succeed…and much more.

Extra Stuff:

Learn more about the ActivateCX Framework →https://activateCX.arroyo360.com/ActivateCXtoday

To follow me on Youtube (thank you):  * / activateCX@arroyo360

Join us on The ActivateCX™️ Podcast as we chat with the modern CMO, Leslie Olsen, about the evolving role of CMO's. Discover the behind-the-scenes of the fast-paced & ever evolving marketing world! 
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To learn about the ActivateCX™️ process and Leslie Olsen, click here: https://bit.ly/47bNXW8

Would you rather WATCH instead? Check us out on YouTube:  https://youtu.be/OdQ5KuZNeOY

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The role of the CMO has evolved significantly over the past decade, especially in terms of the changing customer landscape. A modern CMO must have a deep understanding of the customer and work across different departments to ensure the brand promise is delivered. The CMO must also navigate the complexities of technology and data to drive efficiency and improve the customer experience. AI is seen as a key tool that can enhance creativity and provide valuable insights. The CMO's role in the organization is expanding, and they now have a seat at the leadership table. They must lead from the front, building partnerships and coalitions across functions to achieve success in customer experience. Managing the tech budget is also a crucial aspect of the CMO's responsibility. Overall, the CMO's role is to put the customer first and ensure a holistic, seamless experience throughout the customer journey.

Join ActivateCX™️ podcast host, Frank Rogers, and CodeCreator's CEO, Sherry Rajani, for an insightful talk on boosting business sustainability through extranets. Check out this demo, operational strategies and more!
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To learn about CodeCreators and the ActivateCX™️ Podcast, click here: https://bit.ly/3RigFzy

Don't want to listen? WATCH on YouTUBE:  https://youtu.be/Bw_j-KzEa44

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In the second part of this two part episode of the ActivateCX™️ Podcast, host Frank Rogers interviews Sherry Rajani, CEO of CodeCreators and partner at Arroyo 360, about the benefits and implementation of customer extranets. They discuss how extranets can enhance collaboration, provide personalized experiences, and enable transactions within a centralized platform. They highlight the importance of data and automation in driving insights and improving the customer experience. They also emphasize the security and compliance features offered by Microsoft's Office 365 suite, making it a suitable choice for extranet development. Overall, extranets are applicable to businesses of all sizes and can be tailored to individual needs and goals.

Join Frank Rogers and Bob Lenarcik in the latest ActivateCX™️ podcast episode, as they dive deep into RingCX and RingSense™️ technologies. Learn how you can optimize your CX purchase decisions, improve efficiency, and save costs. Don't miss these AI-based insights from RingCentral.

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To learn about RingSense™️ and the ActivateCX™️ Podcast, click here: https://bit.ly/41eOIw3

Don't want to listen? WATCH on YouTube: https://bit.ly/46I5Mf5

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In this Activate CX™️ Podcast episode, host Frank Rogers discusses the unifying strength of Ring CX and RingSense™️ with special guest Bob Lenarcik from RingCentral. They explain that RingCX is the contact center platform with features like ACD, Omnichannel, and integration into Salesforce or Dynamics. RingSense™️, on the other hand, is a quality management technology with conversational AI. They discuss the reasons for having two separate products and how they can be used in different scenarios. They also mention that RingSense™️ can extract information from conversations recorded in sales or customer service interactions. The conversation also delves into the potential of using RingSense™️ to track digital interactions in addition to voice conversations. They highlight the benefits of using RingSense™️ in both sales and customer service, such as improving team performance and reducing agent attrition. They emphasize the importance of investing in technology to improve individual performance, customer satisfaction, and overall revenue. The discussion concludes by emphasizing the cost-effectiveness and unified experience provided by RingCX and RingSense™️. Overall, the episode highlights the capabilities and advantages of using RingCX and RingSense™️ in contact centers and sales teams.

Join Frank Rogers on the ActivateCX™️ Podcast as he and guest, Sherry Rajani of Code Creators, explore the business benefits of customer Extranets. A must-watch for brands looking to improve CX and self-service.
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To learn about CodeCreators and the ActivateCX™️ Podcast, click here: https://bit.ly/47sMj3d

Want to WATCH instead? Check us out on YouTube:  https://youtu.be/rvSMP3JiObw

Be sure to LIKE and SUBSCRIBE :-)
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The Activate CX™️  Podcast hosted Code Creator’s CEO Sherry Rajani to discuss the role modern extranets can play in improving operations and customer service. Extranets can effectively serve as a platform for sharing necessary information externally to clients and customers. They offer a centralised space for processes and can also function as a knowledge base, utilising AI to answer customer queries. With technological advancements from Microsoft offerings like SharePoint, extranets have become more efficient, cost-effective, customisable, and are able to integrate with other systems. This has increased their utility, making them useful in customer acquisition and retention, and operational optimisations.

Discover the future of handsets with the ActivateCX™️ Podcast and host Frank Rogers! Join us as we chat with experts from Poly and discuss the transition towards a digital economy where we challenge the relevance of traditional handsets. We also dive into the changes in the workforce post-pandemic. Tune in to find out! 
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To learn about POLY and the ActivateCX™️ Podcast, click here: https://bit.ly/40KTBwC

Don't want to listen? WATCH on YouTube instead: https://bit.ly/468axPF

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Join guests Steven Fair and Clint Edwards from Poly. They discuss the future of handsets in the workplace and how Poly is responding to the shift in the industry. The conversation covers topics such as the return to the workplace post-pandemic, the design of shared working environments, the role of Poly's products in facilitating collaboration and communication among different teams, and the unique value proposition of Poly in the market. This conversation highlights the importance of handsets and headsets in the evolving workplace and emphasizes Poly's commitment to delivering quality products that meet the diverse needs of different user personas.

Join Frank Rogers on the ActivateCX™️ Podcast as he dives into the world of self service and AI with RingCentral's AI leader, Erik Smith. Learn about CX strategies, keeping customers happy, and more!
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To watch the full episode on YouTube, click here: https://bit.ly/3Qve5og
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To book a call or Demo of RingCentral CX & AI: https://bit.ly/3SAts1z
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RingCentral has a well-thought-out strategy for self-service and AI in their contact center. They focus on redefining the customer journey by starting the clock from the moment a customer has a question, rather than when they call. They aim to control upstream activities to reduce call volume and improve customer satisfaction. They have developed a multi-stage solution that provides additional information to customers as they progress through their journey. RingCentral emphasizes the importance of collaboration between contact centers and marketing teams and the need to work on multiple channels, such as WhatsApp and Apple messaging. They offer AI solutions that focus on conversational AI, process automation, agent assist AI, AI routing, and AI analytics. The goal is to make agents more effective and reduce agent churn. They address concerns about job displacement by highlighting the benefits of AI in improving agent capabilities and customer experience. RingCentral advises businesses to start with conversational AI to offload basic interactions and achieve cost savings. They also encourage ongoing education, proactive adoption of new technologies, and a focus on creating a better customer and agent experience. The implementation of AI requires careful planning and measurement of ROI. RingCentral offers professional services to ensure successful implementation and provides guidance on identifying pain points and use cases. They emphasize the need to put the customer's experience first and offer education and support to help businesses make informed decisions about AI investments. Overall, RingCentral aims to deliver a connected customer journey across channels and help businesses adapt to the evolving digital landscape.

Join Frank Rogers as he investigates RingCX, a new contact center offering from RingCentral, with guest expert, Bob Lenarcik. Discover the evolution of customer engagement in today's digital economy.

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To watch the full episode on YouTube: https://youtu.be/LSuXWVhIq1c

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RingCX is a new contact center offering from RingCentral that aims to provide an affordable and easy-to-use solution for businesses seeking innovative customer engagement solutions. The platform combines voice and digital contact center solutions into one, offering features like omnichannel capabilities, AI-powered routing, and real-time analytics. Ring CX serves small to medium-sized teams and integrates with popular CRM systems like Salesforce and Zendesk. It also offers integrations with collaboration tools like Microsoft Teams. The platform is backed by RingCentral's carrier network and provides a one-stop solution for both unified communications and contact center needs. RingCX is positioned as a competitive option in the contact center market.