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

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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The Right “Now”

The Right “Now”

Released: November 15, 2022 • Episode #242

Speed has always been an important factor in delivering a great experience to customers. And many times "fastest" is best. But there are some situations in which you could almost be too fast, so the trick is to find the right "now." Host Steve Walker welcomes Jay Baer, a keynote speaker and author on customer experience, to discuss his latest research in collaboration with StatsSocial, “Time to Win: the Consumer Patience Study."

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2021 Global Consumer Trends: Part 1

2021 Global Consumer Trends: Part 1

Released: May 25, 2021 • Episode #167

The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post-pandemic world. The report takes a look at consumer behavior and attitudes across 18 countries and covers many topics including loyalty, NPS, and post-COVID online behaviors. Host Steve Walker welcomes Moira Dorsey, a principal XM catalyst at the Qualtrics XM Institute for a discussion on the insights found in the report.

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Long Live the Good Ole Telephone

Long Live the Good Ole Telephone

Released: July 21, 2020 • Episode #126

Chatbot, A.I., customer service through social media... there are a vast number of ways in which customers can interact with companies, but is one method better than the other? In July of 2019, Genesys, a global customer experience and contact center technology company based in Daly City, California, commissioned several surveys in various countries to gather data on consumer opinions pertaining to automated customer experiences. Host Steve Walker welcomes Janelle Dieken, Senior Vice President for Product Marketing at Genesys, to discuss the results of the study and what CX professionals should glean from the results.

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