CX In The Wild

Send us Fan Mail In this episode, we dive into the ever-evolving world of customer experiences and explore the ways in which technology, specifically GPT, is revolutionizing the customer care industry.  My guest, Aakrit Prasad, Co-founder of AptEdge, shares his expert insights on how GPT can be leveraged to streamline internal communication, prevent customer escalations and increase agent efficien...

Send us Fan Mail Join me and Jonathan Williams, the Founder & CEO of Chat Inc., as we uncover the power of social messaging as a new interface for businesses to engage with customers and customers to engage with brands. We also discuss the multidimensional aspects of conversational interfaces that enable more effective communication than pure text messaging. 

Send us Fan Mail Join me and Eric Colbert, the Co-Founder of Vouch Vault, as we expose the flaws and false trends of ratings and reviews. We discuss how positivity and authenticity while leveraging social media can reshape and constructively impact the recommendations space.  

Send us Fan Mail Join me and Carl Riley, the founder of Riley Group Inc., as we uncover how powerful the often undervalued toolbox of the creative community is in business. We highlight how visual designers, especially, tackle the unspoken psychology of human beings and the potential impact of discovering the connections between great CX insights and experience design.  

Send us Fan Mail Join me and Andy Schulkind, the Vice President of Customer Experience at Domino North America, as we dig into the significance of relationships and trust in all industries.  We'll take you on a fascinating journey into the world of serialization of consumer product goods and life sciences and scaling identification in the physical world. 

Send us Fan Mail Join me and Bob Keleher, the Director of Strategic Sales at ProcedureFlow, as we dive into the significance and evolution of knowledge management in CX. We discuss how making processes and procedures more visual can enable people to get what they need quicker, thereby elevating CX significantly. When frontline workers and executives work from the same visual workflow, gaps are fil...

Send us Fan Mail Join me as I elaborate on insights from the people I spoke with, what I found interesting about them, my inner thoughts, and behind-the-scenes input from season 1 of CX in the Wild.  

Send us Fan Mail Join me and Michael Lawder, the Chief Experience Officer at ASAPP, as we delve into the great significance of building CX cultures that normalize the unknown and empower teams to solve problems together anchored by a unified purpose. 

Send us Fan Mail Join me and Macario Namie, the Chief Marketing & Strategy Officer at ASAPP, as we talk about how machine learning and other AI disciplines can help make people twice as productive in the work they do.

Send us Fan Mail Join me and Emily Gray, the Chief Customer Officer at Playvox, as we dive into the concept of intentional kindness. We unearth the notion of leading with kindness, knowing that kindness is not weakness. Shifting toward a balance in authenticity, being present, having a listening ear, and having the capacity to share is the key to transforming CX. 

Send us Fan Mail Join me and the CEO at eGain Corporation, Ashu Roy, as we discuss the evolution of digital customer service in the information economy. 

Send us Fan Mail Join me as I speak with the pioneering innovators behind Sanas. AI, Sharath Keshava Narayana and Marty Massih Sarim.  This pioneering duo recently developed a revolutionary real-time accent translation platform that bridges the gap between countries and cultures around the world in a way never before possible. Truly one of the more important business transformations of all time. 

Send us Fan Mail Join me and the Head of Design (Client Experience) at H&R Block, Andrew Clark, as we discuss how to be tangibly present to better design impactful experiences. 

Send us Fan Mail Join me and the VP of Customer Experience at Dominion Energy, Utibe Bassey, as we discuss how our perception of ourselves and others affects how we provide experiences. 

Send us Fan Mail Join me and EVP / Head of Group Marketing & CX at Emirates NBD, Vikram Krishna, as we look into the future of banking. The knowledge unearthed in this podcast is invaluable, especially to businesses wanting to take their whole product experience and innovation agenda to the next level. 

Send us Fan Mail Join the Co-Founder of Aportio, Susan Nemeth, and me as we discuss their company's fascinating mission of taking away the things machines can do so that humans can prioritize thinking, solving problems, and serving customers. 

Send us Fan Mail Join the CEO & Founder of MVision, Maury Noun, and me as we discuss the fascinating BPO industry birthed in Lebanon, primarily employing uniquely skilled women in the middle east amidst significant inflation. 

Send us Fan Mail Join Founder & CEO of Zizo technologies, Jimmy Chebat, and me as we explore how to revolutionize workforce management through gamification - keeping employees engaged and having fun to reduce attrition and unite humans with the technologies they use. 

Send us Fan Mail Join top CX & SQ Consultant Marc Karschies and me as we discuss the three essential components to carefully consider when designing experiences - PERSONA, EMOTIONAL STATE, and SITUATION.