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

Artificial intelligence (AI) is often seen as the future of customer service. This shift is primarily driven by advancements in natural language processing and machine learning. As AI evolves, so does its ability to help businesses improve the customer experience. With the rapid growth of these technologies, contact centers need to start preparing themselves for a future where AI plays an even big...

Maps are essential for getting from point A to point B. They provide a visual representation of the route one needs to take as well as how to navigate along the way. Similarly, journey maps help business stakeholders define exactly what customers want and what the customer journey actually looks like. When done correctly, they can help businesses achieve their goals by revealing opportunities for...

Self-service is nothing new, but the ways in which data and technology are being used to power it are changing rapidly. Artificial intelligence (AI) provides businesses with new opportunities for customer experience, driving the expansion of self-service. Today, customers have more options for engaging with businesses and their favorite brands. At the same time, businesses can provide a more perso...

Nowadays, the business world is buzzing with words like "great resignation" and "digital transformation". While such changes profoundly affect people’s lives and careers, contact center agents are far from being threatened. The human element still plays a crucial role in contact center management. How can businesses empower their people to deliver top-notch service in an ever-changing and complex...

Robotics Process Automation (RPA) is changing the way businesses operate. It can work independently or alongside people to streamline business processes. As RPA becomes more widely adopted, an increasing number of businesses are turning to automation to improve efficiency and accuracy, reduce operating costs, minimize the risk of human error, and will likely play a bigger role in the future of org...

Artificial intelligence has been making waves in the contact center industry for a few years now, and for good reason. AI-powered chatbots and virtual assistants are changing customer service for the better, from how customers communicate with businesses to how businesses manage their workforces. As these technologies continue to evolve, do contact center agents need to be educated on them? In tod...

Contact center companies are always on the lookout for new and better ways to improve their customer service. This often comes in the form of new technologies, such as chatbots and artificial intelligence (AI). With many companies turning to AI to optimize their business processes, contact center executives are also becoming more aware of just how important contact center agents are to their overa...

Culture is often seen as something that is intangible and hard to measure. However, it is one of the most important aspects of any organization. In fact, culture plays a key role in employee engagement, and the employee experience drives the customer experience. What are ten critical principles that form the foundation of creating a culture? In this episode of the CX Pulse Podcast , our guest, Ann...

Customers' purchasing habits, needs, and preferences evolve over time. One thing that will never change, however, is their need for support and service. A great customer experience goes beyond just meeting expectations, but also taking it a step further to succeed. At its core, great customer service results in greater customer loyalty and more repeat business. In today’s episode of the CX Pulse P...

Artificial intelligence has been around for a long time, but it has exploded in popularity in recent years. This is especially true in the contact center space, where businesses are looking for new and innovative ways to improve customer service. Artificial intelligence has already proven itself to be a valuable tool in many industries. Why should contact centers be on board with embracing AI? In...

As technology constantly evolves, it's no surprise that artificial intelligence (AI) is playing a larger role in customer experience. With the rise of chatbots and virtual assistants, businesses are starting to see the value in using AI to improve customer interactions, making it easier than ever for customers to engage with brands. How can businesses make the most of AI to improve their business...

Knowledge management programs can falter because companies see them as technology projects. Learn how curated content can fuel agent productivity and empower self-service resolution. 

Learn about the latest in robotic process automation (RPA) and the value of a holistic approach to avoid random acts of automation that can impede your progress on your road to digital transformation. 

Discover the source of your quality program’s pain and learn how to improve your contact center’s wellbeing by implementing a structured, standardized quality program and dedicated platform. 

The pandemic has changed the way we work. If you are managing a hybrid workforce, you need to think of it as remote. Treating employees consistently no matter where they are is essential. 

Have you assessed your AI risk? You might be surprised to discover the scope of your own vulnerability. Learn how ethics and best practices can prevent your RPA from propagating the wrong AI. 

Customer behavior and expectations digitally transformed during the pandemic. Learn what unique long-term implications will impact your contact center operations and CX priorities moving forward.

With the increasingly remote contact center workforce, Paul Stockford talks about the latest applications of gamification to enhance agent engagement, connectivity, and job satisfaction.

The pandemic has caused seismic contact center shifts, including agents working remotely, customer traffic swings, as well as rapid migration to the cloud.  Now, learn what cloud “flavor” is right for you. 

Discover how the RPA COE can help large, high-security organizations create consistencies, best practices, and economies of scale to maintain seamless operations—even in times of disruption.  

The future of work is becoming more hybrid as offices are reopening. Learn how contact centers are effectively combining remote and onsite workforces to meet shifting agent and customer expectations.  

As the pandemic eases and the hybrid work model continues to evolve, hear how digitally powered agile staffing practices can transform your contact center’s onboarding, training, engagement—and CX.

Discover how Digital plays a key role in delivering exceptional customer experiences and the strongest competitive advantage a company can focus on. 

Learn how personalization programs have changed over the past decade, and how modern CX leaders use personalization as a competitive advantage.