CX, AI, and Outsourcing John Walter

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...

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...