Conversations That Matter, a podcast from Uniphore

Due to a new partnership, conversational AI and automation capabilities are about to be brought together for the first time in our industry. This pairing marks the start of a revolution unlike any seen in the CX space. In this special episode, we bring you a discussion about the recent acquisition of Jacada by Uniphore. Special Guest Host, Jeannie Walters , CEO & Chief Customer Experience Inve...

The CX team is the face of the company. The customer relationships they build and nurture are the basis for both short-term and long-term success. On CX day, we celebrated these unsung CX professionals all over the world. We hosted a wide-ranging discussion about everything CX with Subreina Thelwell , Senior Customer Success Manager at Uniphore, and answered your burning questions about the functi...

You don’t get three strikes. You really only get one. Few of us remember the last extraordinary experience we had with a brand, but all of us remember the last negative one. How do we create customer experiences that are remarkable? In this episode, we interview Dan Gingiss , Chief Experience Officer at The Experience Maker and author of The Experience Maker, about the four keys to creating experi...

Digital servicing has given CX teams the ability to conveniently and efficiently reach out to more customers, and COVID-19 has enabled many companies to adopt digital platforms at scale. But there’s an inherent danger with focusing completely on digital: losing the empathy of the human touch. In this episode, we speak with Dipu KV , President & Head of Operations and Customer Service at Bajaj...

After-call work is the work that call center employees must perform after each call, which ballparks at 2.5 minutes per call. Imagine how much the entire process would improve if we could reduce that by just 30 or 40% with more automation! In this episode, host Randy Ksar interviewed Vijai Shankar, Vice President Product Marketing & GTM at Uniphore, about the role of automation in after-call w...

Contact centers are fundamentally about people, processes and technology. To understand more about these aspects, guest-host and contact center expert Mike Aoki talked with Eric Scipio del Campo, Vice President Canada Contact Centers at a leading financial institution in Canada, in the latest episode of Conversations That Matter. This is part 1 of a two-part series titled “Day in the Life of a Con...

CX is complicated. It’s a challenge to get it right and to define exactly what you should be focusing on to improve it. But Jeff Toister, President at Toister Performance Solutions and the author of the new book, The Guaranteed Customer Experience, has cracked the code. In this episode, we chat about the Guaranteed Customer Experience framework, how to implement it into your organization, and maki...

At some point in your career, you'll feel overwhelmed, stressed, and purposeless. At any one time, at least one of your team members feels that way, too. That's why it's important to positively impact people every day. And you can't do that if you don't have the right perspective. How do you get the right perspective? By zooming in and out — keeping both the big picture and the needs of your team...

Customers are making decisions to work with brands based not just upon product quality but the company’s core values. In order to build a trusted relationship, the core values of a company need to match up with a customer. If not, the customer will switch to a competitor. In contact center organizations that are focused on revenue generation, that is a problem. So how do you solve it? With mission...

What technology will have a bigger impact than the internet? Artificial Intelligence (AI). Since its inception, AI has proved that it is the future of automation, contact centers, and how companies do business with customers. On this podcast, Andrea Ayers , Former President and CEO of Convergys and John Chambers, Former Chairman and CEO of Cisco and CEO of JC2 Ventures , have a conversation with g...

What makes a good leader? Or a bad one? We've probably all worked under good and bad leaders in our careers. But some of them really made a difference in our lives. Jacob Morgan (author, speaker and leadership expert) joined us on this episode to talk about: How CEOs define leadership (hint: they are not all the same) How he researched his book The Future Leader The need for both purpose and meani...

Acceptance of technology, customer confidence, and agent training are all clear themes in a new COVID-era report published by Uniphore. Today, I discussed these results with Umesh Sachdev , CEO at Uniphore, and Annie Weckesser, CMO + People at Uniphore, to understand what these new CX insights mean for 2021 and how the landscape will be shifting in the future. We talked about: Benchmark report fro...

Contact centers have faced a tumultuous 2020 similar to most industries. This begs the question, “Is 2021 going to be any better?” Lucky for us, I caught up Leslie O'Flahavan , Principal of E-WRITE, Neal Topf , President of Callzilla, and Dan Miller , Founder and Lead Analyst of Opus Research, to create an expert panel on what contact center predictions there are for 2021. We talked about: What is...

You have 70 million customers and 40 million subscribers around the world. One night, you get locked down. Just like that. What do you do? As a business, what steps do you take to keep your customers top of mind and your enterprise operating?   On this episode, we invited the CIO of the largest insurance company in India, Sourabh Chatterjee , CIO of Bajaj Allianz General Insurance. ...

Leadership plays a vital part in any company. A leader's most important role is to steward the organization's purpose. And that purpose needs to be communicated and understood across the whole organization.   On this episode, we’ve invited the expert on leadership and noble purpose to join the podcast. We welcomed Lisa McLeod , author of Selling with Noble Purpose and Leading with Noble...

On this episode of ‘Conversations that Matter’, special guest host Umesh Sachdev, Co-Founder and CEO of Uniphore, chats with Mike Small, CEO of Sitel Americas . Sitel Americas is a global leader in customer experience management with a team of over 90,000 associates around the world.  On the podcast, Mike explains how, by capitalizing on ever-evolving technology such as AI and automation, the...

How many times have you tried to interact with a chatbot on a website, only to find yourself talking in circles? You ask a question, it gives you an answer you don’t want, so you ask it a different question, and it gives you the same answer you didn't want.   Either the chatbot is terrible, or you’re asking the question the wrong way.   So do we toss AI in the garbage? Not by a...

What is customer experience? Is it a specific team within your company? Is it the contact center employees fielding calls from angry and disappointed customers? The truth is, a lot of us don't’ really realize what customer experience is until we’ve had an outstanding experience. One that absolutely blew our socks off.   It’s the reason that people make YouTube videos of themselves unboxi...

The impact of COVID-19 on customer service has revealed things to companies that they perhaps either never would have seen, or in some cases, weren’t ready to see.   What it has shown everyone is that technology is mandatory. Critical to help employees be more productive and lower support costs.   Rob Scott from UC Today joins the podcast to discuss the future of the workplace,...

Humans or technology?   When we’re talking about customer experience, and what makes a fantastic customer experience, the question is always asked, “Do we place more emphasis on technology or humanity?” Meaning, do we invest more in AI and automation, or do we rely on the people to give that human touch? What if the answer is both? What if it’s not an either/or, but a both/and? What if,...

What legacy are you going to leave when all is said and done?   If you invest in the humanity of your employees, tell them the truth, and equip them with the tools to do their jobs and do them fearlessly, you’re going to leave the kind of legacy that you can be proud of.   On this episode of Conversations that Matter, we sit down with Jeanne Bliss , Founder and CEO at Customer...