A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “AI”

It’s Moving Really Fast

It’s Moving Really Fast

Released: June 4, 2024 • Episode #319

If you go back in time 10 or 15 years you'll find it was common for a market research function within a company to send out a single survey each year to all customers asking about their satisfaction with the products and services they interacted with. The field has since greatly evolved as what we now call customer experience regularly receives customer feedback from multiple surveys and unstructured data, and we get that data from across multiple channels. But we still have a lot of evolution left if we want to keep up with the changes our companies are dealing with. Host Troy Powell welcome Isabelle Zdatny from the Qualtrics XM Institute to discuss the evolution of customer experience and experience management.

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Can AI Save Customer Support?

Can AI Save Customer Support?

Released: May 21, 2024 • Episode #317

We'll bet you've heard this one: you call customer support and encounter an automated system. Despite your best efforts to speak clearly, the voice on the other end of the line can’t understand you. Or, how about when you’ve finally reached someone and they need to transfer you to another agent. After waiting on hold for a while, the second agent finally answers the phone but asks you to explain the problem all over again. That is s a particularly frustrating experience, and you’re not alone according to a recent study by RingCentral and Opinium Research. Host Sara Walker welcomes Jim Payne, director of product marketing at RingCentral, a provider of AI-first cloud-based communication and collaboration solutions, for a discussion about the report's findings and how AI can help ease those customer support pain points.

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AI: The CX Power Tool

AI: The CX Power Tool

Released: February 13, 2024 • Episode #303

Ever see the old classic Alfred Hitchcock movie, “The Birds”? There’s a famous scene when a flock of crows attack a group of fleeing school children, swarming without mercy and terrifying everyone in their path. It sometimes feels like that with A.I. - people pecking and swarming at you to try and integrate it into your business in any way possible. And many CX pros are feeling pressure to find ways of incorporating artificial intelligence into their programs. So how can we approach this technology in a way to have it meaningfully contribute to our CX efforts? Host Pat Gibbons welcomes back Mike Miserendino, founder and president of GravityDrive, an experience design consultancy group, for a discussion on how customer experience professionals can take an objective approach in effectively incorporating A.I. into their CX programs.

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The Value in the Machine

The Value in the Machine

Released: November 14, 2023 • Episode #293

There’s so much talk about artificial intelligence these days. With stories of how it is changing the world on so many fronts, customer experience professionals can’t help but explore its impact on their organization’s CX program. And when we think about another common struggle with CX – linking the work of customer experience back to revenue – a little bit of help from machine learning might offer a solution. Host Pat Gibbons welcomes Nikhil Nadiminti, senior program manager ISG for worldwide customer experience at Lenovo, for a discussion on proving CX's value through machine learning.

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Cutting Through the Digital Noise

Cutting Through the Digital Noise

Released: February 8, 2022 • Episode #203

If your company is not providing a digital experience at some level then you’ve already missed the boat. If you consider the possibilities of personalizing a digital experience, then you have a potentially powerful tool that can differentiate your company from competitors. So, how do you personalize the digital experience? Host Steve Walker welcomes Michael Scharff, CEO at Evolv Technologies, for a discussion on personalizing digital experiences.

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Smoothing Out Rough Holiday Experiences

Smoothing Out Rough Holiday Experiences

Released: November 23, 2021 • Episode #193

It’s an unfortunate result of the pandemic that most people have experienced: supply shortages. Everything from breakfast cereal to new cars, jewelry, the newest name-brand mobile phone, and even turkeys. And it’s hard not to feel some sympathy for front-line retail workers as they receive the brunt of consumer anger over things they clearly have no control. But there are tools that can help both customer and employee smooth out these rough times. Guest host Pat Gibbons welcomes Seb Reeve from Nuance Communications for a discussion on A.I. and how the digital experience can help smooth out a rough holiday shopping season.

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The Undiscovered Insights

The Undiscovered Insights

Released: November 3, 2020 • Episode #140

Today's technology allows CX pros can spin up a customer feedback survey and start collecting data in record time. But there’s another source of data that is often overlooked – that data is probably already stored in a database or social media account, but simply didn’t know it was there. Host Steve Walker welcomes Amy Brown, CEO and founder of Authenticx, for a discussion on how unsolicited, or unstructured feedback can provide a wealth of insights for companies and CX professionals.

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It’s not your grandmother’s A.I.

It’s not your grandmother’s A.I.

Released: March 24, 2020 • Episode #109

The ability for computers to adapt and respond to real-time data provides value to companies needing to streamline business processes. And CX pros have not ignored the potential for this technology to provide better experiences for their customers. Host Steve Walker welcomes guests Sarah Simon, a CX Design Partner for Verizon Business, and Erin Van Remortel, a strategic account executive with Astute Solutions, for a discussion on when A.I. can help - or hinder - your CX efforts.

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Automating (some of) your CX

Automating (some of) your CX

Released: February 11, 2020 • Episode #103

Customer experience professionals sometimes hit that wall of having to handle a high volume of tasks and customer interactions but there isn’t the peoplepower or resources to keep up. Strategically add a little automation to your processes and you could have a powerful CX tool that allows the customer to personalize their experience and relieve strained resources. Guest host Pat Gibbons welcome Ejieme Eromosele, Vice President of Customer Success at Snaps, to discuss the advantages of using automation and A.I. in your customer experience.

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AI, YOLO, and Trends into 2020

AI, YOLO, and Trends into 2020

Released: December 17, 2019 • Episode #97

As 2019 comes to an end, Steve welcomes Walker colleagues Sonya McAllister, Brad Harmon, and Troy Powell back to the podcast for a discussion on what they felt was significant for CX in 2019 and predictions on trends in customer experience into 2020.

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