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All CX professionals work towards the common goal of delivering excellent and affordable customer experience. This podcast furthers that goal by exploring the ideas, technology, and economics that are shaping the customer support industry.
49 Episodes
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In this episode, host John Walter and HumanFirst CEO, Gregory Whiteside discuss the following topics: Evolution of Customer Support Technologies: Gregory Whiteside discusses the transformation in customer support through the integration of AI and large language models.Agent Augmentation and Live Chat Platforms: The podcast delves into how HumanFirst initially focused on agent augmentation, integrating AI with live chat platforms like ZenDesk and Intercom to enhance agent performance.Natu...
In this episode, host John Walter talks with Braden Ream, the co-founder and CEO of Voiceflow. They delve into the evolution of conversation design with the advent of large language models. Braden shares insights into the shift from traditional methods to AI-driven approaches and discusses how Voiceflow is pioneering in this space. The discussion also touches upon the emerging trends in outsourcing and BPOs, highlighting the integration of AI in these sectors.Additional Resources:Connect with...
This episode is about a class action lawsuit brought against Google under California’s Invasion of Privacy Act (CIPA).The plaintiffs allege that customers who called a telecom company's customer support line believed that the only participants on the call were (1) the telecom company and (2) the customer. But they allege that Google was also listening . . . This podcast episode explains the allegations, the potential liability, and take-aways for customer support leaders.To learn more about the Illinois statute referenced in the episode, check out Episode 39: You need to know about the Illinois Biometric Information Privacy Act (BIPA). To follow the host, John Walter, on LinkedIn, here's a link: https://www.linkedin.com/in/jowalter/
In this episode of the CX, AI, and Outsourcing podcast, host John Walter talks with Amitayu Basu, co-founder and CEO of NUMR. The discussion delves into measuring customer loyalty in the era of big data and AI. Amitayu shares insights on customer emotions' impact on loyalty, the significance of the Net Promoter System, and NUMR's role in advancing customer experience analytics. They explore the evolution of customer feedback methods, transitioning from surveys to AI-driven conversations,...
In this episode of the CX, AI, and Outsourcing Podcast, host John Walter welcomes Chris Crosby for his second appearance on the show. Chris shares his extensive experience and observations on the rapid evolution of AI technologies like ChatGPT, highlighting their transformative impact on customer support. He offers valuable insights from OpenAI's DevDay, discussing the potential of custom GPT models and their application in enhancing customer experience. Additionally, Chris explores the...
In this episode of the CX AI and Outsourcing Podcast, host John Walter engages with Juanita Coley, a renowned figure in workforce management. Juanita, known for her deep understanding of employee experience, shares her journey from a call center agent to a consultant at Solid Rock Consulting. The discussion delves into the intricacies of employee experience, its influence on customer support, and strategies for nurturing a positive and productive workplace. Outline:Introduction to Juanit...
In this episode we delve into the world of conversational AI with Nikola Merckseck, co-founder and CEO of PolyAI. With a rich background in machine learning and natural language processing, including a stint at Apple, Nikola brings unique insights into the evolving landscape of customer support technology. Listen as we explore the challenges, innovations, and future of AI in voice customer support.Outline of conversationIntroduction to Nikola and PolyAI: Background on Nikola's journey, from a...
Join us for this episode of CX, AI, and Outsourcing, where we sit down with Chris Hand, CTO of Mark II Ventures, to evaluate the seismic shifts in AI following OpenAI's Dev Day keynote. We discuss AI's burgeoning role in SaaS and customer support, the evolution of software development, and strategic business insights for budding entrepreneurs. To learn more about Mark II Ventures, here's a link to their website: https://www.mark2ventures.com/To learn more about the guest Chris Hand, her...
Dive into the innovative world of gig CX with Nate Nammour from ShyftOff in this episode of the CX AI and Outsourcing podcast. Host John Walter explores the approach of ShyftOff uses for customer support, distinguishing it from traditional BPO services. Uncover how their unique model leverages a remote workforce, the utilization of AI for recruiting, and an efficient e-learning-based training methodology. Nate sheds light on the benefits of their model, including improved agent flex...
BIPA is the currently the most important topic in customer support. It's a pitfall for all companies that are running customer voices through AI systems. In short, this legislation imposes a penalty every time a person's voiceprint is captured without written consent. The penalty is $1,000 for every negligent violation, and $5,000 for every reckless or intentional violation.This episode is an explanation of BIPA from a customer support perspective. To follow the host, John Walter,...
This episode is a conversation with Rob Dwyer. He’s the vice president of customer engagement at Happitu. And host of the Next in Queue podcast. Happitu is a speech analytics and scripting platform. It analyzes 100% of your interactions and highlights what your customers experience.To connect with the guest, Rob, here's his LinkedIn page: https://www.linkedin.com/in/j-robert-dwyer/To learn more about Happitu, here's the website: https://happitu.com/To connect the host, John, here's...
This episode is a conversation with Bradley Metrock. Bradley is a General Partner at Project Voice Capital Partners, a venture capital firm focused on the conversational AI industry. He also leads the annual Project Voice Conference and hosts the podcast This Week in Voice. Bradley's LinkedIn Profile: https://www.linkedin.com/in/bradleymetrock/Project Voice Capital Partners: https://www.pvcp.vc/Project Voice Conference: https://www.projectvoice.ai/annual-conferenceThis Week in Voice...
This episode is a conversation with Clinton Cohen, CEO of iContact, a BPO in South Africa. We talk about South Africa as announcers destination. And we also share our thoughts on the state of AI in the outsource industry. To learn more about iContact, here's a link to their website: https://www.icontactbpo.com/To learn more about Clinton Cohen, here's his LinkedIn Profile: https://www.linkedin.com/in/clinton-cohen/To learn more about the host, John Walter, here's a link to his ...
Infinitus systems is one of the most important companies to watch in the conversational AI (CAI) space. They're creatively using CAI to efficiently transfer data through our healthcare system. It's particularly interesting how Infinitus has a long-term goal of standardizing the transmission of healthcare data. And how they are using CAI as a stepping stone to get there.In this episode, we have a conversation with the founder of Infinitus Systems, Ankit Jain. We discuss the origins of the comp...
This episode is a conversation with the workforce management consultant, Irina Mateeva, regarding average handle time (AHT). We talk about the circumstances when applying AHT as a KPI for agent performance can lead to inferior customer experience. Of course, we also discuss the role of AI in the contact center.Irina regularly provides insightful content on that LinkedIn. To keep track, you can follow her account here: https://www.linkedin.com/in/irina-mateeva-wfm-consultant/The host, Jo...
Today's guest is Chafik Abdellaoui, the Workforce Planning Lead at Autodesk. We have a conversation on the use of AI by customer support teams that are primarily engaged in sales.To learn more about Chafik, his LinkedIn profile is here: https://www.linkedin.com/in/chafikabdellaoui/To learn more about John, his LinkedIn profile is here: https://www.linkedin.com/in/jowalter/
In this episode, John Walter has a conversation with Simon Kriss about the impact AI is having on the customer support labor force. They also discuss what they view as the most important topics at the intersection of AI and customer support today. This largely focuses on data privacy in the voice support context and the use of chatbots in digital support.To learn more about Simon Kriss, here's his LinkedIn profile: https://www.linkedin.com/in/simonkriss/To learn more about John Walter, here's...
Marbue Brown has experience leading CX teams at Chase, Microsoft, and Amazon. He is also the author of the book "Blueprint for Customer Obsession" and produces insightful content about the use of AI in customer experience. In this episode, we have a conversation about using AI to provide customers with a personalized experience. Marbue also talks about a new CX metric he is developing called the "Customer Obsession Barometer." Due to Marbue's extensive CX experience, and academic background i...
Immediate reduces agent turnover by allowing employees to access their earned wages. This logical solution provides a financial cushion for employees that would otherwise need to rely on predatory lenders, such as credit cards or payday loans. The reduced financial stress among employees leads to increased productivity and is proven to reduce attrition.Immediate does not charge enrolled employees any fees or interest for transactions made with through the Immediate debit card. To learn m...
This episode is an interview with data privacy lawyer, Benjamin Perry from the international law firm Ogletree Deakins. We have a general discussion about biometric data privacy risk, with particular focus on the Illinois Biometric Data Privacy Act (BIPA).To learn more about or connect with the guest Ben Perry, here is a link to his LinkedIn profile: https://www.linkedin.com/in/perrybenjamin/ To learn more about or connect with the host John Walter, here is a link to his LinkedIn profile: ht...
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