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

  • By: NICE
  • Podcast

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

By: NICE
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  • Summary

  • Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect. Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
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Episodes
  • How Should We Use Digital and AI To Reduce Costs and Drive Efficiency?

    How Should We Use Digital and AI To Reduce Costs and Drive Efficiency?
    Mar 28 2024
    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
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    16 mins
  • Driving Growth Through Exceptional Customer Experiences

    Driving Growth Through Exceptional Customer Experiences
    Mar 14 2024
    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
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    23 mins
  • How Brands Can Leverage Outsourcing To Drive Customer Journey and Fund Their Digital Initiatives

    How Brands Can Leverage Outsourcing To Drive Customer Journey and Fund Their Digital Initiatives
    Feb 29 2024
    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
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    15 mins

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