CXNext is a podcast dedicated to unlocking your full CX potential and rethinking how we engage customers. If you’re a leader in the industry looking to gain expert insight and catalyze action, this is the podcast for you. By fostering a growing community built around CX excellence, our goal is to redefine the future of engagement together.
Episodes will feature topics like: customer experience (CX), employee engagement, omni-channel engagement, AI self service, agent productivity and more.
64. Accelerate Your Digital Transformation to Improve Customer Engagement
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.
63. Customer Experience and Virtual Events: What We Learned at CXNext 2020
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.
62. Why Small Moments Still Matter to Your Customers, Now More Than Ever
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.
61. Leveraging AI to Create Exceptional Customer Experiences in the Retail Space
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.
60. 5 Key Steps to Successful Chatbot Deployment
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.
59. Execute Better, Faster, and Smarter with AI and Automation
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.
Customer ReviewsSee All
So excited to see this show come to life! For anyone looking to keep up with the implications of AI in today’s business environment, they’re going to want to hear this content.
This is not very accurate.
I’ve worked in the AI industry for 25 years and the few episodes I heard were completely misleading
Artificial Intelligence for Customer Service
Cutsomer service and support is one of the top "real life" use cases for AI, so it's great to see a podcast dedicated to this topic. I love all the insights from people who approach AI chatbots from different angles. Hearing stories from others' actual implementations helps us figure out how our business is going to get started with AI. Keep 'em coming!