CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers NICE

On this episode, Amelia welcomes Omer Minkara, VP and Principal Analyst of Aberdeen Strategy & Research, for an in-depth exploration of Customer Experience (CX) influenced by AI and other technological advancements. Omer shares insights from his latest comprehensive study on CX trends, revealing the truth about what keeps CX leaders up at night and how AI is reshaping customer interactions and business strategies.

Key Takeaways:

(01:02) How companies interact with their customers and the trends shaping these interactions.
(02:06) Top concerns for CX leaders today: unpredictable economic environments, rising costs and supply chain disruptions.
(04:07) Strategic priorities for CX leaders: cost reduction and enhancing customer satisfaction.
(06:27) The significant role of AI and other technologies in driving intelligent and timely customer interactions.
(08:05) The importance of data quality and ethical AI in achieving accurate and beneficial AI outputs.
(10:27) How AI impacts CX results: improved customer satisfaction, financial performance and employee engagement.
(12:48) Recommendations for CX leaders embarking on their AI and digital journey, emphasizing a strategic, step-by-step approach and the augmentation of human capabilities with AI.

Resources Mentioned:

Omer Minkara - https://www.linkedin.com/in/omerminkara/
Aberdeen Strategy & Research - https://www.linkedin.com/company/aberdeenstrategyandresearch/
Aberdeen - https://www.aberdeen.com
Spiceworks Community - https://community.spiceworks.com/


This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.



#CXO #CX #ContactCenter #CustomerService #CustomerExperience

On this episode, Amelia is joined by Dan Gingiss, Chief Experience Officer of The Experience Maker, LLC and Author of "The Experience Maker," to explore the transformative power of exceptional customer experience (CX) and the role of digital transformation in today's customer service.

Key Takeaways:

(00:25) Introduction to Dan Gingiss and his transition from marketing to CX.
(03:19) The interconnectedness of employee satisfaction and customer experience, symbolized by an infinity loop.
(07:28) Leveraging AI for predictive analytics to enhance customer loyalty and understand behavior trends.
(13:34) Effective implementation of AI-powered chatbots for personalized customer support and engagement.
(16:31) The significance of AI-driven personalization in tailoring services and products to individual customer preferences.
(19:53) Insights into Dan's book "The Experience Maker" and the concept of creating experiences that drive word-of-mouth marketing.

Resources Mentioned:

”The Experience Maker” Book - https://dangingiss.com/the-experience-maker-book/




This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.



#CXO #CX #ContactCenter #CustomerService #CustomerExperience

On this episode, Amelia explores the intersection of outsourcing and digital transformation with Tom Luther, Director of Channel Partnerships at Outsource Consultants, LLC. They delve into how brands can leverage outsourcing to not only enhance customer journeys but also fund their digital initiatives.

Key Takeaways:

(00:53) Tom's extensive experience in the contact center space and his journey through digital transformation.
(01:42) Digital transformation defined as meeting consumers where, when and how they prefer.
(02:19) The importance of catering to a diverse customer base with varying communication preferences.
(03:21) The balance between technology and labor in providing customer service.
(04:44) Outsourcing as a flexible and scalable way of bringing new employees on board.
(07:09) The impact of outsourcing on operational efficiency and cost reduction.
(09:31) How savings from outsourcing can fund further digital transformation efforts.
(12:37) The importance of leveraging industry expertise and not embarking on the outsourcing journey alone.


Resources Mentioned:

Outsource Consultants, LLC




This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.




#CXO #CX #ContactCenter #CustomerService #CustomerExperience

On this episode, Amelia welcomes Roy Atkinson, CEO and Principal Advisor of Clifton Butterfield, LLC, to discuss the transformative role of artificial intelligence in enhancing customer service and agent performance. Roy highlights how AI can address common service pain points, provide real-time agent coaching and support effective self-service.

Key Takeaways:

(02:22) The potential of artificial intelligence to mitigate customer service pain points like long wait times and routing issues.
(03:14) How AI can assist agents with sentiment analysis and regulatory compliance.
(04:05) The role of AI in summarizing customer interactions to improve agent availability and knowledge sharing.
(06:07) Essential components for successful self-service include the use of customer language and rapid knowledge sharing.
(07:46) Comprehensive solutions and AI's rapid data retrieval enhance customer satisfaction.
(08:51) AI-powered real-time coaching enhances agent performance and customer service efficiency.
(11:13) The significance of the human factor in AI-supported service, emphasizing empathy and the option for human interaction.

Resources Mentioned:

Roy Atkinson - https://www.linkedin.com/in/royatkinson/
Clifton Butterfield, LLC - https://cliftonbutterfield.com/


This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.



#CXO #CX #ContactCenter #CustomerService #CustomerExperience

In this episode, Amelia welcomes Steven Van Belleghem, Co-Founder and Board Member of Nexxworks and Author of “A Diamond in the Rough.” They discuss the nuances of customer experience (CX) in the modern business landscape, discussing the integration of technology and human elements in crafting exceptional customer interactions.

Key Takeaways:

(00:28) Introduction to Steven Van Belleghem and his new book.
(01:13) Steven’s early exposure to customer experience in his parents’ photography store.
(02:51) How technologies like Netflix and smartphones evolve from exciting to normative.
(05:10) The paradox in companies’ desire and failure to implement customer centricity.
(07:28) The impact of human emotions, especially negative ones, on customer experience.
(08:49) The increasing importance of human touch in automated customer relations.
(10:35) Leadership’s pivotal role in authentic customer-centric culture development.
(12:48) The three key benefits of AI in enhancing customer service.
(14:33) The significance of maintaining a positive mindset among CX professionals.

Resources Mentioned:

Steven Van Belleghem - https://www.linkedin.com/today/author/stevenvanbelleghem
Nexxworks - https://www.linkedin.com/school/nexxworks/
“A Diamond in the Rough” by Steven Van Belleghem - https://www.stevenvanbelleghem.com/bookshop/a-diamond-in-the-rough/




This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.




#CXO #CX #ContactCenter #CustomerService #CustomerExperience

On this episode, Amelia welcomes Rick Adams, Customer Success Management Mentor of ADAMS Success, Author, Trainer, Consultant and Business Owner at Practical CSM, and Business Consultant, Trainer and Coach at The Growth Consultancy. Rick and Amelia discuss:

- The biggest differences between customer success and customer experience.
- Customer success is the most important aspect of the customer experience.
- The need for customer success management services increases as your product or service gets more complex.
- The ways Rick and his team manage customer success.
- The gamification of customer success training to increase motivation.
- Using customer feedback to create a product they want.
- How to make sure your feedback to the customer is what they want to hear.



This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.



#CXO #CX #ContactCenter #CustomerService #CustomerExperience