Conversations That Matter, a podcast from Uniphore

Today’s guest is a transformational leader for the digital age, who with a decade of consumer marketing experience, believes that it’s always about the customer. He is the host of the AMA update podcast which covers healthcare topics affecting physicians and patients. Welcome to the show, CXO and SVP Marketing and Member Experience at The American Medical Association, Todd Unger . Todd joins host...

Today's guest is an entrepreneur and Information Architect. He’s the host of the Earley AI Podcast and author of the book AI Powered Enterprise. Welcome to the show Founder and CEO of Earley Information Science , Seth Earley . On this episode of Conversations That Matter, Seth joins Host Randy Ksar for a livestream interview. Seth shares the behind the scenes on implementing AI, the importance of...

Welcome to another CX mailbag! Today’s guest is a certified CXpert who has been picked as a ICMI Top 25 thought leader for the past 7 years. Mike Aoki is the President at Reflective Keynotes Inc , and the guest speaker on this episode of Conversations That Matter. Mike sits down with host Randy Ksar to answer CX questions from the community, bust a CX myth, discuss ways to boost employee experienc...

Today's guest is a CX savant who specializes in research in the areas of transformation, delivery, and vertical capabilities. He started as a call center agent in Bulgaria and went on to further his experience working in CX positions all around the globe. Joining us this week from across the pond in England is Ivan Kotzev , a Research Analyst at NelsonHall . Ivan sits down with Randy Ksar to debun...

Today’s guest is a customer service ninja who has over 20 years of experience in customer success management, critical accounts, and call center management. Chris Warticki is the Vice President of Customer Experience at Epicor, and he believes that customer success is a company-wide responsibility. On this episode of Conversations That Matter, Chris shares his experiences at Epicor and debunks the...

Can having no negative feedback be a bad thing? Today’s guest shares why he thinks so. He’s brought his expertise to Wendy’s, JP Morgan, and Progressive Insurance. Kevin Zyskowski is the Founder and CEO at CertainlyCX. On this week’s episode, Kevin and Randy explore the myth that no negative results mean your customers are happy and share ways that customer support agents can better connect with t...

Maddening plotlines. Mercurial characters. Unexpected outcomes. Is it an episode of The Twilight Zone or a day in the life of a call center agent? From seething callers to self-defeating processes—agents today deal with a lot. (It’s no wonder that poor agent experience is leading to record disengagement and turnover.) But just how bad—or how strange—can customer interactions get? Let’s count down...

Today's guest is an internationally recognized thought leader, corporate advisor, and keynote speaker. He has over 30 years of experience in customer acquisition and retention and has led highly successful teams as a CX practitioner. Welcome to the show, Principal at CXpert - Ben Motteram . Ben and Randy talk about the role EX plays in CX, building empathy in employees, and Ben’s top destinations...

Welcome to a special episode of Conversations That Matter! On this episode, we are joined by Jeremy Watkin the Director of Customer Experience and Support at NumberBarn. Jeremy and host Randy Ksar open up the mailbag of community CX questions to give you the answers you’ve been waiting for. Takeaways: As CX is found in every department of your organization, there is no universal skill set each emp...

Today’s guest is a customer experience connoisseur who is celebrating 30 years in the customer experience field. Annette Franz is the Founder and CEO of CX Journey. On this episode of Conversations That Matter, Annette joins the show to talk with Randy about her new CX book, share her thoughts on the difference between customer service and CX, and answer the question “how do I build a customer-cen...

Live from the Uniphore Studios in sunny California, it’s the CX Day live stream! Join us for a round-table discussion of some of the issues, challenges, and myths in the CX field. Today’s guests are Jeannie Walters - CEO & Chief Customer Experience Investigator at Experience Investigators, and Shawn Nason - CEO & Founder, Chief Experience Officer at MOFI. On this episode, Jeannie and Shawn...

While AI has a plethora of opportunities in the healthcare industry, it is no miracle cure. When implemented correctly, AI and Automation can find invaluable insights that make measurable impacts on real lives. Today’s guest is Neal Sample , a former CIO at both Northwestern Mutual and Express Scripts. Neal joins Randy Ksar this week to discuss how AI can uncover patient roadblocks to receiving th...

This week’s guest has 13 years of experience designing, deploying, and managing enterprise software solutions. Scott Baker is a Senior Analyst at Opus Research . Scott joins host Randy Ksar at the Five9 CX summit for an extended interview! Scott shares his insights on how call centers can best implement AI to set their agents up for success. Takeaways: The onus is now on companies to provide their...

This week’s episode is a collection of live interviews from the Five9 CX Summit in Las Vegas! Guests interviewed on this episode are Cathryn Valladares - VP Enterprise Solutions at Nextiva, Kevin Basden - VP of Contact Center Offerings at NWN Carousel, Scott Baker - Analyst at Opus Research, and Beatrice Casanova - Sr. Director Product Management at Five9. Randy chats with guests to ask them “What...

Through a better understanding of Emotional Intelligence, better leaders are made. Understanding the needs of your coworkers, and being able to address them, fosters an environment of success. Today’s guest is Sandra Thompson , Founder and Director of the Ei Evolution CX & EX Consultancy . Sandra joins the show this week to discuss some of the emotional stresses felt in a remote work environme...

Understanding your customers will allow you to connect with them in a way that will benefit your sales outcomes. The most effective way to do this is through emotional intelligence. In this episode, Orrin Webb Jr. , Founder of Enmocean , shares his journey to emotional intelligence and why it is important for a company to adopt EI throughout their entire organization. Join us as we discuss: Why em...

Human beings are driven by emotions. We are all affected by everything happening in our society today, making this a crucial time to invest in improving your emotional intelligence. In this episode, Dave Seaton , Founder & Principal Consultant at Seaton CX , introduces our Season 4 focus: emotional intelligence. Join us as we discuss: What is emotional intelligence Why is emotional intelligenc...

Uniphore Converse 2022 is right around the corner—March 1st to be exact. Joining the show to offer a sneak peek on what to expect from this year’s event is Sylvain Tremblay , SVP of Video AI and Emotional Intelligence (EQ) Solutions at Uniphore . We discuss: - Sylvain’s background in AI and video - The four components of EQ - How EQ relates to leadership - The announcements to look forward to at U...

As of right now, machines do not have the capability to peer into a human’s soul and see what they’re truly feeling at any given moment. However, humans are always giving off signals, and machines could use these signals as a source of information to understand emotions. In this episode, Patrick Ehlen , Vice President of Artificial Intelligence at Uniphore , provides an overview of how emotion AI...

In past episodes, we’ve talked about teaching machines to understand human language. But what about understanding other modes of communication like tone of voice or gestures? That’s where multimodal understanding comes into play. In this episode, Patrick Ehlen , Vice President of Artificial Intelligence at Uniphore , explains everything you need to know about it. Patrick shares: - What it is - How...

A person can easily understand all the nuances of human language. It’s far harder, however, to teach a computer how to do it. But that’s exactly what’s happening with natural language understanding. In this episode, Patrick Ehlen , Vice President of Artificial Intelligence at Uniphore , explains everything you need to know about it. Patrick shares: - What it is - How it works - The challenges it o...

You’ve probably heard quite a bit about AI out in the world. But do you know what conversational AI is? In this episode, Patrick Ehlen , Vice President of Artificial Intelligence at Uniphore , explains everything you need to know about it. Patrick shares: -What it is -Devices that use conversational AI -How businesses can use it Keep connected with Conversations That Matter at Apple Podcasts , Spo...

Conversational automation is a term that is often bandied about when talking about AI. So, you might be wondering, what exactly is conversational automation? In this episode, Patrick Ehlen , Vice President of Artificial Intelligence at Uniphore , shares everything you need to know about it. Patrick explains: - What conversational automation is - Why it’s helpful - How it’s used by enterprises Keep...

Speech-to-text has improved a lot. It doesn’t mean that AI is the modern-day Skynet, seeking to steal all of our information or take over our world. Special Guest Host, Patrick Ehlen , interviewed Hayley Sutherland in January 2021 about what’s really going on in the world of conversational AI. Hayley is the Senior Research Analyst, Conversational AI, at IDC . In this episode we: -Reflect on the pa...

The term “artificial intelligence” was coined way back in the 1950s by a group at Dartmouth that wanted to see if they could teach these new things called computers to do a lot of the smart things that people do. The lessons continue to this day. Our guest, Patrick Ehlen , Vice President of Artificial Intelligence at Uniphore , leads the team that is figuring out how to get computers to grasp some...