Waiting for Service

• Gary York is a serial entrepreneur and technologist and CEO of helplightning
• Teleportation is coming but in the mean time we have Augmented reality specifically virtual presence.
• Differentiation Virtual Reality from Augmented Reality
• How does Augmented reality help on the front end (sales) of the experience -proposals for B2B in Pre-Sales 
• Field Service may be the biggest opportunity for Virtual Reality in CX
• The potential reduction and elimination of truck roll is a game changer
• It is one of those solutions that can reduce costs and improve the customer experience
• Covid is accelerating this trend.
• More information about Help Lightning and Gary York   @garyyorktech on twitter

Show Notes

• Bob once wrote 5 years ago "Omnichannel or Die" we ask Bob if that article aged well
• The compounding effect of doing better on digital channels
• The rumors of the voice channel demise was greatly exaggerated 
• What are the new goals of Omni
• Bob's Sales/Marketing envy rears its ugly head agan
• Situational Video vs Video everywhere

• Employees, customers or Shareholders if you had to start with one
• Is your "Why" Strong enough but more importantly "who" will you become.
• What separates the "haves" vs "have nots"
• How do you turn turnover into an opportunity
• Why leadership is the number one investment every organization should make.

• Haves or Have nots
• The most customer centric Company on earth story
  • Why posters on the wall and a new value statement telling the world you care about the customer is worthless
• How do you get the CFO on board for your cx efforts
• Commercial Chief customer officer
• StakeHolder Hierarchy - who comes first -  customer, employee or stakeholder.
  • His answer will surprise you
• Your company needs a North Star for CX that is meaningful and attainable.
• Jason is on Linkedin at https://www.linkedin.com/in/jasonsbradshaw/ 

• Books to read - Never eat alone, Good to Great, who move my cheese, freakonomics
• Contact center churn - Why did you stick around so long
• Diversity in contact center
• Most embarrassing day of your professional career

In the age of Ai, and tech and more tech we still need humans and more than ever before.

_ Chatbots, chatbots chatbots

-reducing cognitive load on the rep by getting every single agent an AI assistant 

-Trends post Covid-19

1. Embrace WFA - Work from Anywhere
2. Beware of data/asset protection
3. Think about its impact on channels
4. Full view of the customer experience.

GQ is cofounder of LTV plus - https://www.ltvplus.com/author/gq/

Twitter: https://twitter.com/gqfu 

• 3 Tips if you have never managed a WFH team
  • Distraction Management
  • Engagement 
  • Reporting
• Digital for short communications
• Zoom/Webex isn't feedback
• Use the YMCA method of coaching
• Bob's dress code on Video conferencing

- People first

- Be honest

-Say when you don't know

-Take stock in things that are working now or not working to incorporate into your playbook

-Be a decent Human Being 

• What role do surveys play in getting the voice of the customer?
• Why do less and less people respond?
• How do you build a world class VOC program?
• Where do you start?
• our show was listed a top show on https://blog.feedspot.com/customer_experience_podcasts/

Reach Bob across all channels @Bobfurniss

• All the talk about AI eliminating jobs of folks in trucking and contact center agents
• Is this true? We are not there yet.
• AI will democratize decision making 
• Reducing the needs for front line manager
• It will improve the customer experience