CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers
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Episodes (72)
AI’s Impact on Agent Performance and Satisfaction
Balancing Efficiency With Empathy in Customer Experience
The Importance of Customer Feedback for Business Growth
How Do CX Leaders Accelerate Decision Velocity With AI?
Innovation in the Ever-Evolving Landscape of CX
Generative AI: Empowering Employees and Managers To Be More Engaged
Mastering the Customer Journey: From Experience to Advocacy
Unlocking the Transformative Power of AI in Customer Experience
The Correlation Between Customer Satisfaction and Profitability
Leveraging Digital Channels in Today’s Ever-Evolving Workspace
Making CX Simple With a Structured Approach
WEM Innovations To Improve Agent Engagement
Increase Customer Engagement With Self-Service and Knowledge Management
Key CX Areas Where Companies Should Be Investing
Generating Empathy With AI in Contact Centers
It’s Time To Give Customers What They Deserve
How AI Accelerates Self-Service Success
Voice of the Customer as a CX Engine
On this episode, Amelia welcomes Nate Brown, Senior Director of CX at Arise and Co-Founder of CX Accelerator. During this conversation, Nate and Amelia discuss:
- Nate’s accidental journey into customer support.
- The challenges faced by CX professionals today.
- The art and the science of CX work.
- The power of the voice-of-the-customer engine for driving customer experience.
- How CX leaders can remove friction in the workplace to improve results.
- The importance of a “team of one” mentality in leadership.
- The direct benefit to the customer after eliminating internal friction.
- Developing a mission-driven customer experience.
- Social media marketing and how it creates your company identity.
- What the future holds for CX professionals.
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. That’s nice.com.
#CXO #CX #ContactCentre #CustomerService #CustomerExperience
Detecting Fraud Through Agent Training and AI Tools
On this episode, Amelia welcomes Jon Arnold, Principal at J Arnold and Associates, for his third appearance on the podcast. During this conversation, Rick and Amelia discuss:
- Jon’s experience in both contact center operations and unified communications.
- The ease with which digital technology can be manipulated.
- The importance of proactively looking out for fraud at a contact center in order to identify it.
- Using AI to detect fraud by flagging callers using a script.
- How robocalls are used to commit fraud.
- The ways we can learn from fraud to prevent future attacks.
- How common sense training can prepare new agents to detect fraudulent calls.
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. That’s nice.com.
#CXO #CX #ContactCenter #CustomerService #CustomerExperience