CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers

On this episode, Amelia welcomes Dave Michels , Lead Analyst at TalkingPointz and UC Expert at UCStrategies . During this conversation, Dave and Amelia discuss:   - The relevance of AI in the contact center. - Increasing customer satisfaction with AI for self-service. - Our rising trust level of AI. - Good vs. exceptional AI and invisible technology. - The problem with AI making too many wrong ass...

On this episode, Amelia welcomes Shawn Nason , CEO, Founder and Chief Experience Officer at MOFI , a human-obsessed boutique design firm passionate about reimagining experience ecosystems. During this conversation, Shawn and Amelia discuss: - How Shawn’s background as a Disney imagineer and as a pastor turned him into an experience evangelist. - Ways that technology caused CX to move away from the...

On this episode, Amelia welcomes Mark Slatin , Customer Experience Advisor and Consultant at Empowered CX . During this conversation, Mark and Amelia discuss: - Mark’s background in sales and sales management and how it relates to customer experience. - His approach to change management and creating value for the customer. - How change management is a hidden role for CX leaders. - The importance o...

On this episode, Amelia welcomes Joseph Michelli, Author and CEO at The Michelli Experience, a newsletter with tips and best practices to drive customer and employee loyalty.    During the conversation, Joseph and Amelia discuss: -Creating a joyful and productive workplace to focus on customer experience. -Joseph’s thoughts on post-pandemic leadership and how to deal with uncertainty in the world....

We explore the digital transformation of CX, where analog processes are being digitized, as well as how AI takes the guesswork out of customer service and is as much about the agent's happiness as it is about the customer. This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative, comprehensive, end-to-end CX solutions. That’s...

On this episode, Amelia welcomes Zhecho Dobrev , Principal Consultant at Beyond Philosophy , Zhecho is a customer experience and behavior science consultant and trainer.   Zhecho and Amelia discuss: - How studies show that emotions drive results in business. - The science behind why emotions are so important in business. - The importance of memories and how memories are closely tied to emotions. -...

On this episode Amelia welcomes Peter Dorrington , Co-Founder and Chief Strategy Officer at Anthrolytics , a company that combines behavioral and data science to determine what a customer will do next.   Topics discussed include: - Digital empathy and Peter’s professional journey with data science and analytics. - The differences between cognitive empathy, emotional empathy and compassion. - The i...

On this episode, Amelia welcomes Jay Baer , Hall of Fame Keynote Speaker and Emcee on Marketing and CX and founder of Convince & Convert Consulting . Jay is also the author of six books.   In this conversation, Jay discusses: - Technology changes, but customer expectations still lead the way for businesses. - Speed may be the most important component of the customer experience. - The pandemic puts...

On this episode, Amelia welcomes Beth Schultz , VP of Research & Principal Analyst at Metrigy , a research firm that specializes in customer experience. During this conversation, Beth and Amelia discuss: - The intelligence behind powering intelligent virtual assistants (IVA). - The rise of a self-service customer experience where the customer doesn’t need a live agent. - The five components of aut...

On this episode, Amelia welcomes Colin Shaw , Founder & CEO of Beyond Philosophy LLC. Colin discusses: - The seven books he has authored on customer experience. - The fact that customer satisfaction is the lowest it’s been in 17 years. - How customer experience is going to become business as usual. - How customer science will be the next wave. - How what customers say and what they do can be compl...

On this episode, Amelia welcomes Oru Mohiuddin , Senior Research Manager, Enterprise Communications and Collaboration at IDC , where she performs ambitious research projects resulting in leading-edge market intelligence reports. Amelia and Oru discuss: - Today’s customers are not as accepting of poor service as they were in the past. - Customers expect service to be smart, flexible and convenient....

On this episode, Amelia welcomes Matt Dixon , Founding Partner of DCM Insights and Chief Research and Innovation Officer for the Austin-based AI venture at Tethr.  Matt discusses: - His background as a customer experience researcher which spans 25 years. - The ways organizations can deliver experiences that increase customer loyalty. - His surprising findings that customers whose expectations were...

On this episode, Amelia is joined by Juanita Coley , CEO and Founder at Solid Rock Consulting , a contact center consulting company that focuses on the future of the industry with the increasing use of AI and machine learning. Amelia and Juanita talk about: - Omni-channel skills and cross training is the future of call center agent training. - Forecasting the future through running training scenar...

On this episode, Amelia is joined by Jon Arnold, Principal at J. Arnold and Associates , who has spent more than 15 years in the technology space. He started his career in telephony during the transition to voice over internet protocol (VoIP) and is now a specialist in tech for call centers.  Jon touches on the following topics: - The similarities between the transition to VoIP and today’s transit...

On this episode, Amelia welcomes Christopher Hodges , Principal at Hodges and Company and author of the book, “Noble Automation Now.” Chris talks about:  - Helping humans be heroes in the age of automation.  - His expertise in intelligent automation.  - His fight against the common perception that every time automation doesn’t fit a business process, it must be the fault of the automation technolo...

Workforce management is a critical component of any contact center operation. It is responsible for ensuring that the right number of agents are available to handle customer inquiries and managing schedule adherence, performance tracking, and capacity planning. While workforce management systems optimize efficiency and productivity, how can they benefit the entire organization? In this episode, Am...

This last part of Amelia's favorite moments from the previous episodes features episode 18, where she tapped into the knowledge of Donna Fluss, Founder and President of DMG Consulting . Here, Donna shares the specific findings of her research, which spanned over seven years and revealed contact center and servicing priorities and investment plans for 2022.  To know more about the DMG report, Custo...

This second part of Amelia's favorite moments and thought-provoking takeaways from her CX Pulse conversations highlights how AI made its way into contact centers and why organizations should embrace AI. In episode 15, Contact Center and AI: Making Real-World Progress , Keith Dawson shed light on the best practices and opportunities for contact centers, from making agents' jobs more streamlined to...

This episode is part one of the 3-part bonus episode where Amelia sourced some of her favorite moments and thought-provoking takeaways from the previous episodes. In Episode 21, Omer Minkara, VP and Principal Analyst at Aberdeen, talks about the Building Blocks to Boost Agent Retention & Performance . Passionate about all things CX, Omer explains how many channels agents can be responsible for and...

Digital transformation is top of mind for companies across industries as they seek to remain competitive in an increasingly digital era. For many, this means turning to automation to unlock new efficiencies and drive better customer experiences (CX). In today's episode, Wayne Butterfield sits with Amelia Rose Earhart to talk about all things automation. They take a big picture view of the technolo...

In a highly competitive business environment, organizations must keep up with the ever-changing customer journey. To stay relevant, proactive CX has become a focus of attention. That means taking measures to prevent problems before they occur instead of waiting for customers to come to you with complaints. But how can organizations take proactive CX to positively impact all aspects of customer ser...

Data is increasingly becoming a key differentiator for brands. Today, a new breed of "data rich and famous" brands is emerging, and these brands are using data in innovative ways to create exceptional customer experiences. With the advent of big data, how can brands organize, leverage, and harness the power of data to transform the CX landscape? In this episode, Omer Minkara joins Amelia for the s...

The recent advances in artificial intelligence (AI) have led to the development of conversational AI, which is responsible for powering chatbots and other similar technologies. This technology is revolutionizing how we interact with computers, making more natural and human-like conversations possible. What are some use cases of conversational AI, and how is this technology revolutionizing the CX i...

In today's world, consumer expectations evolve tremendously. Businesses go above and beyond to keep up with the challenge and create a memorable customer experience. One way they do this is through journey orchestration, a process that creates personalized, real-time customer experiences across all channels and touchpoints. How can companies design, manage, and optimize the customer journey to cre...

It's been shown time and time again that happy agents lead to happy customers, and happy customers lead to increased loyalty and customer lifetime value. As the customer experience is the new battleground for companies, agent experience is just as important to a company's overall success. So what does it take to create a great agent experience? In this episode, Amelia is joined by Blair Pleasant ,...