Episode 47: Custom Taxonomies and Intent Labeling in Customer Support -- with HumanFirst CEO, Gregory Whiteside

Episode 46: Conversational design in the age of large language models - with Braden Ream, CEO of Voiceflow

Episode 46: Google sued for eavesdropping on customer support calls under California’s Invasion of Privacy Act (CIPA).

Episode 45: Decoding Customer Loyalty, with Amitayu Basu co-founder and CEO of NUMR

Episode 44: Updates on the Use of AI in Customer Support -- Second Conversation with Chris Crosby

Episode 43: Employee Experience in Contact Centers with Juanita Coley

Episode 42: Using AI in voice customer support, with PolyAI co-founder and CEO Nikola Mrkšić

Episode 41: OpenAI's DevDay and what it means for customer support.

Episode 40: Remote, AI-Driven, and Agile. ShyftOff's Approach to Customer Support.

Episode 39: You need to know about the Illinois Biometric Information Privacy Act (BIPA)

Episode 38: A conversation with Rob Dwyer about Happitu's technology

Episode 37: A conversation with Bradley Metrock

Episode 36: South Africa as an Outsource Destination + a BPO's perspective of AI, with Clinton Cohen

Episode 35: How Infinitus Systems brings efficiency to the healthcare industry, with founder Ankit Jain

Episode 34: The right (and wrong) ways to use AHT as a call center metric, with Irina Mateeva

Episode 33: Insights on how sales teams are using AI, with Chafik Abdellaoui

Episode 32: AI's impact on the CX industry and data privacy risks, with Simon Kriss

Episode 31: The right (and wrong) ways to personalize CX, with Marbue Brown

Episode 30: Using Immediate to reduce agent attrition, with Matt Pierce

Episode 29: Introduction to biometric data privacy risks in customer support