CXNext

The banking universe is made up of two distinct worlds.  There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions — who are just now playing in the big leagues thanks to new technology.  In this CXNext episode, Ben Wells, Digital Banking Officer, AVP at Decorah Bank & Trust in Decorah, Iowa, joined us. Ben and I discussed how high-touch relationships coupled with top-shelf technology are changing the world of retail banking.

We flipped CXNext 2020 from an in-person event to a virtual event in just six weeks, and we’re so proud of everyone whose amazing work made that possible! Now that we’ve had some time to sit back and process the experience, our moderators join this episode of CXNext to share what they learned along with new ideas for creating an even better virtual event next time. We heard from Nick Pegram, Chris Savio, Erica Mayshar, and Bob Sullivan of LogMeIn about their major takeaways from CXNext 2020. What we discussed: Technology is a force for good We can conquer this remote work life Make improvements now, not later ...And insights from out virtual event This discussion with Nick Pegram, Chris Savio, Erica Mayshar, and Bob Sullivan was taken from our show CXNext. If you want to hear more AI episodes like this one, check us out on Apple Podcasts here.

We're working differently now. It's hard, and we're carrying a lot.  Consequently, we often get caught up in the big things. We say, "Let's focus on digital transformation or let's talk about reinventing the workforce." If we started paying attention to the little things, however, we could build better experiences without exerting much effort. On this episode of CXNext, I interview Jeannie Walters, one of the top CX experts anywhere. She brings a wealth of experience, including 20 years as a CX consultant. We talk about micro moments and why they matter.  What we discussed: How customer connections are like personal relationships Your customer experience mission ...and why focusing on micro-moments isn't just for huge brands.

You only need to look at the media or read a news report to see that the retail industry faced challenging times even pre-COVID. Now, however, we're reading stories about closures, bankruptcies, and entire industries teetering on the brink of disaster. But these challenging times bring plenty of opportunity as well. How can AI help you serve your customers better than ever? On this episode of CXNext, Oliver Banks joins me to talk about how retailers can think strategically about digital transformation to create the best possible customer experience.  What we discussed: Using technology to maximize the benefits of an in-store experience Why you need to fall in love with the problem Why the first step forward is actually a step back ...And what customers don't care about (and what they do!)   This discussion with Oliver Banks was taken from our show CXNext. If you want to hear more AI episodes like this one, check us out on Apple Podcasts here.

If you've dabbled with chatbots, you know that you have to learn a lot of lessons to succeed with those guys. On this episode of CXNext, I interview Brenda Martins, who focuses on the chatbots we deliver at LogMeIn. We discussed the five key steps to chatbot success. Here they are: Step 1: Define your bot's goal. Step 2: Define your bot's scope. Step 3: Know who the bot is. Step 4: Plan the conversation. (This is where the rubber meets the road.) Step 5: Build the bot.   This discussion with Brenda Martins was taken from our show CXNext. If you want to hear more AI episodes like this one, check us out on Apple Podcasts here.

The question is not: How do you drive growth? That's no secret. You just have to find what works for you, double down, and iterate on it.  The question is: How can you increase the velocity of your learning so you can discover what works for you even faster and thereby sharpen your growth curve?  Could AI be the learning catalyst you need? On this episode of CXNext, I interview Lomit Patel, Vice President of Growth at IMVU, the world's largest, avatar based social network app.  What we talked about: The value of using AI to process data in real time How AI can help target the right user with the right message Using AI to differentiate the signal from the noise ...and why data-generated insights can come too late.

We say on our website who we want to be as an organization, but the reality is that like 16% of people believe what's on a website. Words are cheap. For decades, we've been putting marketing filler on a website, but then we don't deliver on our brand promise.  On this episode of CXNext, I interview Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In the final part of a three-part conversation, we discussed what putting the customer at the center of everything we do really requires. What we talked about: It's a lot more challenging to create a customer-centered culture than it is to talk about one How do we refine ourselves, learn from other industries, and improve on what we know about customer-centric culture? … And how do we deliver a personal touch at scale?   Resource mentioned in this episode: Primed to Perform by Lindsay McGregor and Neel Doshi Fusion by Denise Lee Yohn

On this episode of CXNext, I continue my interview with Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In this second part of our three-part conversation, we discussed a shift in metrics from moment-in-time metrics to more real-time analytics, and how can you better drive your organization forward. What we talked about: Why things like health engagement scores and C-SAT are better ways to look at how you measure success in the world of customer experience How to transition from focusing on operational cost management into customer value, customer relationship, and customer centric data What works when tying contact centers into lifetime value How to build metrics to tell your brand's story in a constructive way ...And what changes you can make to create productive dialogue between agent and customer.

Make room for these three trends in the rest of 2020: contact center leaders becoming CX leaders, the shift from moment-in-time to real-time analytics, and putting the customer at the center of everything we do.  On this episode of CXNext, I interview Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In the first part of a three-part conversation, we discussed how CX leaders are coming from the world of the contact center, what makes a good leader, the skills you'll need, and how Nate took this journey himself. What we talked about: What makes a good contact center leader and a good CX leader Why rebranding a contact center as a CX center isn't enough to do great CX The stages of moving from a contact center leader to a CX leader ...and why you should lead CX change more like Gandalf on Mount Doom than like Moses on Mount Sinai.

Customers are leaving brick-and-mortar stores to shop online in droves now, thanks to COVID-19. Consequently, e-commerce retailers are looking for the next wave of innovation. In that context, how do we address the challenges of e-commerce and e-commerce management? On this episode of CXNext, I interview Keith Anderson, senior vice president of strategy & insights for Profitero, where he leads the product strategy and global analyst team. We discussed how we can start to manage people, technology, and processes using a more analytical, data-driven approach in e-commerce.

Remote work is hard. You try to stay productive and engaged. You try to keep your team productive and engaged. But it's not easy, especially if everyone feels comfortable with an office routine. What can start ups or smaller companies teach us about remote work? How can you still be productive but also be flexible? On this episode of CXNext, I interview Adrian Brady-Cesana, who holds more than 15 years of experience in customer experience and service, sales, and operations management and consulting and who now serves as senior manager of customer experience at ACV Auctions. We discussed how leaders and companies can deal with a whole new way of doing work. What we talked about: What scrappy bootstrapped startups can teach everyone about shifting to remote work Best practices for remote people management How to change your customer's perspective and engage with them differently ...and how to come out of COVID-19 leaner, meaner, and way more efficient.   This discussion with Adrian Brady-Cesana was taken from our show CXNext. If you want to hear more AI episodes like this one, check us out on Apple Podcasts here. If you don’t use Apple Podcasts, you can find every episode here.

How do you engage your customers? Customer advocacy has gotten to be a corporate buzzword like CX or content marketing. But there's a lot to building a customer advocacy program. How do you approach your customers? How do you engage with them? How do you build a durable relationship? Basically, how do you build customers so loyal that they are excited to talk about your brand? Jenny Dempsey, the customer experience manager for NumberBarn and the head of customer experience for FruitStand.com, joined the podcast to help answer those questions. We discussed how companies of all sizes can build a strong customer advocacy program. What we talked about: The hurdles companies and brands face when approaching advocacy Communicating with customers and centering them across all departments What companies are doing to be more successful with customer advocacy ...and how to celebrate your customer. This discussion with Jenny Dempsey was taken from our show CXNext. If you want to hear more AI episodes like this one, check us out on Apple Podcasts here. If you don’t use Apple Podcasts, you can find every episode here.

The world is confusing right now. We hear a lot of shouting, mandating, and directing. It's not just COVID-19, either. The world really is getting noisier every day. So how do you stand out amidst the clamor? Tell a story. A simple, elegant, clear story. On this episode of CXNext, I interview Mike Wittenstein, founder and managing partner of StoryMiners, one of the world's first strategic storytelling and experience design consultancies. We discussed how to make complex things simple and comfortable for an audience.

The way we're engaging with our consumers is changing. People are talking about how to engage customers in the current environment, and a big part of that dialog centers around digital life. How can you get closer than ever to your customer through digital engagement? On this episode of CXNext, I interview Paolo Fabrizio, who holds 25 years of customer service experience primarily in the Italian market. We discussed how companies can provide effective and consistent support through social media, chat, or messaging apps. What we talked about: Cultural hurdles to embracing digital customer service The two main pillars of an effective digital customer service plan Using social media to create a positive outcome that becomes a driver for more positive outcomes ...and how COVID-19 may affect digital brand engagement. If you want to hear more AI episodes like this one, check us out on Apple Podcasts here. If you don’t use Apple Podcasts, you can find every episode here.

Two years ago, I started a podcast called AI:IRL because I kept getting so many questions about artificial intelligence as a way to drive digital transformation.  After 50 great conversations, I finally realized something critical: technology is only one leg of the customer experience stool. With that in mind, I decided to broaden the conversation. Now, I'm refocusing our podcast on questions about customer experience. What's the full potential of CX? How can we take advantage of uncertain times to help our people? And how can we engage with our customers to deliver better outcomes at a lower cost and in a way that really delights them? My focus has changed, but my goal hasn't. I'll still bring you stories that help you live exciting and passionate lives and that redefine what engagement looks like for your organization. Join me on the new journey!   If you don’t use Apple Podcasts, you can find every episode here.

Responding to high-quality leads who raise their hand and are ready to buy is the icing on the sales cake. But the actual cake is made up of mid-funnel prospects who have some level of interest, but aren’t ready to talk with a sales rep … and this part of the cake is thick with leads. Ilan Kasan (Founder of Exceed.ai) came on this episode of AI: IRL to share how he’s helping customers use AI to respond to thousands of mid-funnel leads, feed info back into the CRM, and then pass off communications to sales reps when the buyer is ready.  What we talked about: The problem: determining intent without soaking up sales reps’ time How Exceed.ai responds to customers Secondary benefits of AI email responses: 1) Ensure you add qualification questions to automated responses 2) Push data to your CRM 3) Analytics This discussion with Ilan Kasan was taken from our AI: In Real Life podcast. If you want to hear more AI episodes like this one, check us out on Apple Podcasts. If you don’t use Apple Podcasts, you can find every episode here.

Twenty years of Google and Wikipedia, but information is still not at our fingertips.  What if we could automate the collection of information using both AI and humans? And what if we could do it by indexing and creating a better entity map? On this episode, I interview Jude Gomila, Founder and CEO of Golden, the world's first self-constructing knowledge database built by artificial and human intelligence, about how to think about, compile, and organize knowledge. What we talked about: Building an index of human readable information and machine readable information How to automate the collection of information Getting good at topic prediction ...and how humans can fill the gaps left by AI. This discussion with Jude Gomila was taken from our AI: In Real Life. If you want to hear more AI episodes like this one, check us out on Apple Podcasts here. If you don’t use Apple Podcasts, you can find every episode here.

The White House recently released 10 principles to guide the future of AI in the US. Did they go far enough? In this episode, Ryan Lester discussed his 3 takeaways on the AI principles, and what they could mean for the future of AI with the US and around the globe.  Ryan Lester is the Sr. Director of Product Marketing at LogMeIn. What we talked about: The US government involvement gave us a platform to discuss AI At least 2 areas of AI need further exploration (eliminating bias and demystifying AI)  The US government can be a catalyst for the private sector This discussion with Ryan Lester was taken from our AI: In Real Life podcast. If you want to hear more AI episodes like this one, check us out on Apple Podcasts. If you don’t use Apple Podcasts, you can also find every episode here.

This week's episode is just me — Ryan Lester — looking back at 2019 and reflecting on what we've seen this year. I've done about 50 podcasts, so I had a lot of great conversations with my guests as well as with my clients and with many of you who listen in. Here's what I learned: Tech titans such as Google, Amazon, and Microsoft invested heavily in tools that make AI more accessible and easier to use All this investment is still the exception, not the norm These non-traditional people who should be coming to your table ...and why you should be cautious about making tech your scapegoat This conversation was taken from our AI: In Real Life. If you want to hear more AI episodes like this one, check us out on Apple Podcasts here. If you don’t use Apple Podcasts, you can find every episode here.

Authentication used to be an easy process.  It all started with the king.  The king would require a wax seal around any form of parchment or communication that was produced, verifying that it was actually coming from the person that it was supposed to be coming from. If it wasn’t sealed with the king’s seal, it wasn't legitimate communication.  It’s become a little more complicated since then.  On the most recent episode of AI:IRL, we sat down with John Baird, Founder at CEO at Vouched for a talk about: The challenges we face with authentication. How to eliminate the friction present in identify verification.  What AI can do to make those challenges less of a burden.