CX, AI, and Outsourcing
By John Walter
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Category: Management
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Episodes: 47
Description
All CX professionals work towards the common goal of delivering excellent and affordable customer experience. This podcast furthers that goal by exploring the ideas, technology, and economics that are shaping the customer support industry.
| Episode | Date |
|---|---|
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Episode 47: Custom Taxonomies and Intent Labeling in Customer Support -- with HumanFirst CEO, Gregory Whiteside
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Mar 20, 2024 |
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Episode 46: Conversational design in the age of large language models - with Braden Ream, CEO of Voiceflow
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Feb 06, 2024 |
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Episode 45: Decoding Customer Loyalty, with Amitayu Basu co-founder and CEO of NUMR
|
Dec 18, 2023 |
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Episode 44: Updates on the Use of AI in Customer Support -- Second Conversation with Chris Crosby
|
Dec 11, 2023 |
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Episode 43: Employee Experience in Contact Centers with Juanita Coley
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Dec 04, 2023 |
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Episode 42: Using AI in voice customer support, with PolyAI co-founder and CEO Nikola Mrkšić
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Nov 27, 2023 |
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Episode 41: OpenAI's DevDay and what it means for customer support.
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Nov 20, 2023 |
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Episode 40: Remote, AI-Driven, and Agile. ShyftOff's Approach to Customer Support.
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Nov 13, 2023 |
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Episode 39: You need to know about the Illinois Biometric Information Privacy Act (BIPA)
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Nov 06, 2023 |
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Episode 38: A conversation with Rob Dwyer about Happitu's technology
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Oct 30, 2023 |
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Episode 37: A conversation with Bradley Metrock
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Oct 23, 2023 |
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Episode 36: South Africa as an Outsource Destination + a BPO's perspective of AI, with Clinton Cohen
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Oct 16, 2023 |
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Episode 35: How Infinitus Systems brings efficiency to the healthcare industry, with founder Ankit Jain
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Oct 09, 2023 |
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Episode 34: The right (and wrong) ways to use AHT as a call center metric, with Irina Mateeva
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Oct 02, 2023 |
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Episode 33: Insights on how sales teams are using AI, with Chafik Abdellaoui
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Sep 25, 2023 |
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Episode 32: AI's impact on the CX industry and data privacy risks, with Simon Kriss
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Sep 18, 2023 |
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Episode 31: The right (and wrong) ways to personalize CX, with Marbue Brown
|
Sep 11, 2023 |
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Episode 30: Using Immediate to reduce agent attrition, with Matt Pierce
|
Sep 04, 2023 |
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Episode 29: Introduction to biometric data privacy risks in customer support
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Aug 28, 2023 |
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Episode 28: Lessons from NEDA's chatbot failure
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Aug 21, 2023 |
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Episode 27: Protecting agent well-being - with Jeremy Hyde, Director Of Customer Service at Sun Country Airlines
|
Aug 14, 2023 |
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Episode 26: Live panel discussion - "Overcoming LLM Hallucination"
|
Aug 07, 2023 |
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Episode 25: How to use CX data to predict customer behavior - with Anthrolytics CEO, Jonathan Hawkins
|
Jul 31, 2023 |
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Episode 24: Sending hand/robot written notes at scale with SimplyNoted CEO, Rick Elmore
|
Jul 24, 2023 |
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Episode 23: Improving WFH contact center operations, with Sameer Maini, CEO of Collaboration Room
|
Jul 17, 2023 |
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Episode 22: A conversation with Cory Pinegar from Reach and TEEM.
|
Jul 10, 2023 |
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Episode 21: CX Change Management in the Age of AI, with Mark Slatin
|
Jul 03, 2023 |
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Episode 20: Free your agents from mundane tasks, with Luminai CEO, Kesava Kirupa Dinakaran
|
Jun 26, 2023 |
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Episode 19: From Twitter Engineer to AI Pioneer -- Observe.AI's CEO, Swapnil Jain
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Jun 19, 2023 |
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Episode 18: Gnani's conversational AI technology
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Jun 12, 2023 |
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Episode 17: How to use SKUx to make things right, with Douglas Pursley
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Jun 05, 2023 |
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Episode 16: How an Experienced BPO Navigates the AI Landscape, with Josh Viel & Tim Hellman from RDI
|
May 29, 2023 |
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Episode 14: ESPN's Winning Fan Support Strategy, featuring Douglas Kramon
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May 15, 2023 |
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Episode 13: Proactively answering customer questions using Acrolinx
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May 08, 2023 |
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Episode 12: How Stanley Black & Decker achieves the highest customer satisfaction in the U.S., with Orlando Gadea
|
May 01, 2023 |
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Episode 11: GPT-4 Passes the Bar Exam
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Apr 24, 2023 |
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Episode 10: Abstrakt's real time call coaching technology, with Greg Reffner
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Apr 17, 2023 |
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Episode 9: How HiOperator is blending AI & human agent support to improve CX, with Liz Tsai
|
Apr 10, 2023 |
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Episode 8: Community Moderation on Discord, with Tom Laird
|
Apr 03, 2023 |
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Episode 7: How Simplr is disrupting the BPO industry
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Mar 27, 2023 |
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Episode 6: A Tale of Three Companies - Lessons from Blockbuster, Netflix & Dillard's
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Mar 20, 2023 |
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Episode 5: The hybrid (human/AI) workforce with Chris Comai
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Mar 13, 2023 |
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Episode 4: How Landry's uses conversational AI to improve customer experience, with Brian Jeppesen
|
Mar 06, 2023 |
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Episode 3: Using OmniChannel Support to Improve Experience and Reduce Costs, with Jennifer Ashman
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Feb 27, 2023 |
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Episode 2: Reducing Absenteeism Through Workplace Flexibility with Lauren Wilson
|
Feb 20, 2023 |
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Episode 1: An inside look at an AI-first BPO with Chris Crosby
|
Feb 13, 2023 |
|
Trailer: CX, AI, and Outsourcing
|
Feb 12, 2023 |