The Importance Of Context In Creating A Great Customer Experience - Alex Mead - Conversations That Matter - Episode #51

Conversations That Matter, a podcast from Uniphore

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Carol Costello Presents: The God Hook

1
1 | The False Prophet 35:56

לפני 11 ימים35:56

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לייק

אהבתי

35:56

In this premiere episode of "The God Hook," host Carol Costello introduces the chilling story of Richard Beasley, infamously known as the Ohio Craigslist Killer. In previously unreleased jailhouse recordings, Beasley portrays himself as a devout Christian, concealing his manipulative and predatory behavior. As the story unfolds, it becomes clear that Beasley's deceitfulness extends beyond the victims he buried in shallow graves. Listen to the preview of a bonus conversation between Carol and Emily available after the episode. Additional info at carolcostellopresents.com . Do you have questions about this series? Submit them for future Q&A episodes . Subscribe to our YouTube channel to see additional videos, photos, and conversations. For early and ad-free episodes and exclusive bonus content, subscribe to the podcast via Supporting Cast or Apple Podcasts. EPISODE CREDITS Host - Carol Costello Co-Host - Emily Pelphrey Producer - Chris Aiola Sound Design & Mixing - Lochlainn Harte Mixing Supervisor - Sean Rule-Hoffman Production Director - Brigid Coyne Executive Producer - Gerardo Orlando Original Music - Timothy Law Snyder SPECIAL THANKS Kevin Huffman Zoe Louisa Lewis GUESTS Doug Oplinger - Former Managing Editor of the Akron Beacon Journal Volkan Topalli - Professor of Criminal Justice and Criminology Amir Hussain - Professor of Theological Studies Learn more about your ad choices. Visit megaphone.fm/adchoices Support our show by becoming a premium member! https://evergreenpodcasts.supportingcast.fm…

לפני שנתיים 37:21

MP3•בית הפרקים

Takeaways:

At the end of the day, a customer wants to find the answer to their question quickly and easily. That answer doesn’t always come from a human being.
When building your support channels, chatbots should serve as a concierge. It’s great if the chatbot can help the customer, but if not, customers should be able to choose which channel they speak to a person on.
When you send out customer feedback surveys, they need to be sent at the right lifecycle stage. If you promise a customer a solution for tomorrow, but send them a survey today, they won't be able to fill it out properly.
Many businesses treat customer experience as one large nebulous thing. In reality, it’s made up of brand and marketing experience and the customer service experience.
Before you start implementing technology, start with figuring out the reason your customers are calling.Gather the questions your customers are asking, and group them together.
Context is one of the most important factors in CX. A customer's product may be late, but the context of that product determines the level of response. A late pair of socks doesn’t have the same urgency as a late 50th wedding anniversary present.
A good customer experience follows the EPIC plus TIME framework. Your customers need something that is Easy, Personalized, Intuitive, and Contextual. Your customer service staff needs TIME (Time, Information, Motivation, and Empowerment).

Quote of the Show:

“Every question the customer asks of you, try and think of the context. Context is the biggest missing thing in CX.” - Alex Mead

Links:

Twitter: https://twitter.com/AlexJamesMead
LinkedIn: https://www.linkedin.com/in/alexmead/

Articles:

Ways to Tune In:

71 פרקים

#Tech #MBA #Business #Marketing #Uniphore #Conversations That Matter

The Importance Of Context In Creating A Great Customer Experience - Alex Mead - Conversations That Matter - Episode #51

Conversations That Matter, a podcast from Uniphore

published לפני שנתיים

שתפו

MP3•בית הפרקים

Takeaways:

At the end of the day, a customer wants to find the answer to their question quickly and easily. That answer doesn’t always come from a human being.
When building your support channels, chatbots should serve as a concierge. It’s great if the chatbot can help the customer, but if not, customers should be able to choose which channel they speak to a person on.
When you send out customer feedback surveys, they need to be sent at the right lifecycle stage. If you promise a customer a solution for tomorrow, but send them a survey today, they won't be able to fill it out properly.
Many businesses treat customer experience as one large nebulous thing. In reality, it’s made up of brand and marketing experience and the customer service experience.
Before you start implementing technology, start with figuring out the reason your customers are calling.Gather the questions your customers are asking, and group them together.
Context is one of the most important factors in CX. A customer's product may be late, but the context of that product determines the level of response. A late pair of socks doesn’t have the same urgency as a late 50th wedding anniversary present.
A good customer experience follows the EPIC plus TIME framework. Your customers need something that is Easy, Personalized, Intuitive, and Contextual. Your customer service staff needs TIME (Time, Information, Motivation, and Empowerment).

Quote of the Show:

“Every question the customer asks of you, try and think of the context. Context is the biggest missing thing in CX.” - Alex Mead

Links:

Twitter: https://twitter.com/AlexJamesMead
LinkedIn: https://www.linkedin.com/in/alexmead/

Articles:

Ways to Tune In:

71 פרקים

#Tech #MBA #Business #Marketing #Uniphore #Conversations That Matter

כל הפרקים

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It’s About The People - Diana Deibel - Conversations That Matter - Episode # 68 37:27

לפני 2 years37:27

37:27

When it comes to implementing AI in the enterprise, the focus has to be on the people, not the tech. Here to help is a designer with a passion for human centered services. She has a knack for creating experiences that improve the lives of those who use them. Joining the show this week is Co-author of Conversations with Things , and Chief Design Officer at Grand Studio , Diana Deibel ! Diana joins Host Randy Ksar to share her background with conversation design, and her motivations for helping others in the field. Diana dives into tips for leaders looking to implement AI, examples of AI in the healthcare industry, and the importance of focusing on people. Takeaways: In enterprise applications, the goal of AI is to enhance efficiency and productivity, not to replace humans. Successful implementation of AI relies on prioritizing people's involvement and leveraging their abilities to reduce time-consuming tasks. AI has been able to revolutionize the healthcare follow up process. After patients leave the doctor, an AI agent follows up with them to record and triage their symptoms. This frees up nurses, allowing them to focus on patients who need it most. Healthcare leaders face numerous challenges in their AI journey, including burnout, staffing shortages, and inadequate integration of tools. Addressing these issues is crucial for successful implementation and improved efficiency in healthcare. The biggest question leaders need to focus on answering is what do we build vs buy. While building can allow you to address challenges more specifically, much work over the next few years will be outdated once government interoperability rolls out. Multimodal experiences offer enhanced interactions by combining different modes of communication, like voice and visual cues. This has significant implications in healthcare, where AI-driven surgeries and training can be more efficiently facilitated. This year's financial challenges have prompted businesses to optimize their limited resources, considering whether AI is the right choice for future growth and preparing for its potential implementation when conditions improve. Scripting conversations before designing flows is a crucial step for budding conversation designers. It helps ensure a natural rhythm and anticipate potential issues, ultimately saving time and effort in the long run. Quote of the Show: “If you are going to try to launch AI in the enterprise successfully, it has to be about the people, or it's not going to go well.” - Diana Deibel Links: Twitter: https://twitter.com/dianadoesthis LinkedIn: https://www.linkedin.com/in/diana-deibel-8454b64/ Website: https://www.dianadeibel.com/ Website: https://www.grandstudio.com/ Book Link: https://a.co/d/ainm9Zt Brave Space Alliance: https://bravespacealliance.org/ Ways to Tune In: Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658 Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M…

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Shaping The Future Of Uniphore Podcasts 3:46

לפני 2 years3:46

3:46

Over the past 3 years, Conversations That Matter has featured amazing interviews with experts in CX, AI, leadership, and more. We wouldn’t be where we are without our audience, and as we plan the future of Uniphore’s podcasts, we’d love your feedback. With the link below, you can share your thoughts about the podcasts, and what you’d like to see from future episodes. https://bit.ly/uniphorepodcastsurvey…

1
Start With The Problem - John Ward- Conversations That Matter - Episode # 67 35:25

לפני 2 years35:25

35:25

AI has the power to revolutionize many aspects of a business, but when you start with the solution, you fail to solve the problem. Joining the show to help leaders focus on finding the problems first is a visionary who helps amplify the voice of the customer. Please welcome to the show, Global Head of Customer Experience at Cigna , John Ward ! John sits down with Host Randy Ksar to explore the role AI plays in elevating the customer experience. John shares his methods for working with other departments, the importance of considering all metrics, and why you need to understand the problem you are facing before trying to solve it with AI. Takeaways: While CX leaders tend to prioritize the metrics they are directly accountable for, they need to take a more holistic approach. CX leaders need to understand other metrics, and work with other departments to align on ways they can best help each other. The importance of collaboration with various teams and aligning on strategies is crucial for driving engagement. Leveraging customer insights and business strategy leads to improved customer experience and satisfaction. Using AI tools, such as sentiment analysis and natural language processing, can provide valuable insights from customer feedback and improve targeted decision-making. In healthcare, large unstructured data sets can be efficiently analyzed. Establishing an AI Center of Excellence and partnering with subject matter experts is crucial for leveraging the power of Gen AI to solve specific problems in various environments, such as contact centers and digital contexts. The biggest risk in the realm of AI lies not in the capabilities, but in users approaching it as a solution without a clear problem in mind. Understanding the most pressing problems to solve and starting with them will lead to effective utilization of AI tools. In the world of customer experience, there is a common belief that technology will drive the experience revolution. However, a deeper understanding of human motivations and behaviors is the true driving force, with technology merely serving as an enabling factor. Listening to customers and nailing the basics are key to delivering a great customer experience. While innovation is important, prioritizing customer needs and focusing on foundational elements should be balanced. Quote of the Show: “Start with the problem.” - John Ward Links: LinkedIn: https://www.linkedin.com/in/jww194/ Website: https://www.cigna.com/ Ways to Tune In: Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658 Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M…

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Understanding Your Customer’s Journey - Suzanne Knight - Conversations That Matter - Episode # 66 44:43

לפני 2 years44:43

44:43

Joining us for a special episode of Conversations That Matter is someone with a passion for employee experience. She’s a constant innovator with a knack for driving change where it matters most, and has been recognized as one of The Peak’s 2023 emerging leaders. Welcome to the show, Suzanne Knight ! Suzanne joins guest host Kim West for a deep dive into better understanding your customer’s journey. Suzanne shares the most effective ways to innovate and gather feedback, the importance of assessing internal resistance to new initiatives, and why your metrics should revolve around the customer, not the channel. Takeaways: When it comes to better understanding your customer, a survey just doesn’t cut it. The best way to understand your customer is to get as close to the front line as possible, and try to experience what your customer experiences in the way they experience it.. When stakeholders resist internal changes, it’s usually unwillingness, or inability. If push back is because they are unwilling to change, you need to help bring them along on the journey. If it’s because of inability, you need to help enable them to adapt to the change. When driving transformation for the customer, your work needs to be tied to the success of the customer. While it’s easy to fall in love with your solution, it’s important to not let your vision restrict you from truly addressing the customer’s needs. As an omnichannel business, you need to avoid siloing your metrics to your channels. By revolving your metrics around the needs of the customer regardless of channel, you create a better outcome for your business. The best way to gather internal feedback is to involve those who are operating in the current setup. By closely aligning your development team with the frontline team, you can design both more quickly, and more effectively. To improve cross department collaboration, leaders should look to democratize the visualization of work. With increased visibility, it makes it easier for other departments to get involved in projects, and help keep things flowing at an effective pace. A unique way to assess your customer’s wants is through their use of the search bar. When a customer searches for a product, they are telling you what they are looking for. Regular searches for a product you don’t offer is a strong indicator of what will sell well. Quote of the Show: “What do we need to do to create willingness and ability to bring people along on this journey?” - Suzanne Knight Links: LinkedIn: https://www.linkedin.com/in/skknight/ Ways to Tune In: Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658 Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M…

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Agent Enablement Before Automation - Matt Dickson - Conversations That Matter - Episode # 65 27:27

לפני 2 years27:27

27:27

Our guest on this week’s episode is an industry leader in providing solutions that solve complex problems in both patient and consumer experience. He’s an expert at identifying key areas of implementation. Please welcome to the show, Chief Operating Officer at Eclipse Telecom , Matt Dickson ! Matt sits down with Host Randy Ksar for an in depth discussion on the challenges of implementing AI in the enterprise. Matt highlights the importance of planning for both the short and long term of your AI, the role different departments play in adoption, and how a bottom up approach to agent enablement can highlight key areas for automation. Takeaways: While AI may take away a few agent jobs, it will also create more productive employees. By removing mundane tasks, agents are able to be more human and focus on being compassionate and understanding to customer’s complex issues. Agent enablement helps highlight areas for automation. By decreasing friction around certain tasks, you start to get a sense of which tasks are the easiest to automate. Once identified, remove them from workloads, and prepare agents for more complex tasks. The first step of an AI journey is education. Before implementing any solution you need to understand all the ways AI can help your business. With a holistic understanding, you create better compliance and cycles of feedback. A common pitfall for companies implementing AI is that they only focus on short term implementation. It’s crucial to also consider the long term goals and growth of a system, otherwise you run the risk of replacing it in a few months. While many departments in a company are generating buzz around AI, there are a few key drivers of implementation. Contact center leadership, Chief Experience Officers, and help desk departments are the larger drivers of AI. While many jobs in the contact center will stay resilient to AI, there are a few industries that are more vulnerable. Many voice actors and professional narrators are reporting lower amounts of work due to generative voice AI. Natural language processing and natural language understanding both require utterances, but contextualize them in different ways. NLP takes an utterance at face value, while NLU uses contextual information to better classify the utterance. Quote of the Show: “I’ve always been a believer that agent experience is what creates customer experience.” - Matt Dickson Links: LinkedIn: https://www.linkedin.com/in/dicksonmatt/ Website: https://www.eclipse-telecom.com/ Article: https://www.forbes.com/sites/forbestechcouncil/2023/05/18/seven-mistakes-to-avoid-when-leveraging-ai-in-your-customer-journey/?sh=409b47d6531a Ways to Tune In: Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658 Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M…

לפני 2 years1:40

1:40

לפני 3 years32:29

32:29

Today’s guest is a customer service ninja who has over 20 years of experience in customer success management, critical accounts, and call center management. Chris Warticki is the Vice President of Customer Experience at Epicor, and he believes that customer success is a company-wide responsibility. On this episode of Conversations That Matter, Chris shares his experiences at Epicor and debunks the myth that CX is the same as customer advocacy. Takeaways: CX and customer success are not customer advocacy, nor are they critical accounts The industry tends to use terms like “CX”, “customer advocacy”, and “customer satisfaction” interchangeably. Doing so muddies the waters and makes it hard to delineate responsibilities. Customer service is not just a department, it is a skill that every employee needs to possess. Without Employee experience, there can be no customer experience. Silos are ok. Employees can be relegated to specific areas and tasks, but there must be a shared vision for customer success. A customer service team can’t just be responsible for putting out other employees' fires. A critical accounts team is what executives should be setting up for that work. Without accurate data, your customer service will self-destruct. Fancy tech and implementations don't mean anything if they don’t work well. Quote of the Show: “Without employee experience there can be no customer experience.” - Chris Warticki Links: Twitter: https://twitter.com/cwarticki LinkedIn: https://www.linkedin.com/in/chriswarticki/ Website: https://www.epicor.com/en-us/ Ways to Tune In: Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658 Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M…

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Conversations That Matter, a podcast from Uniphore « » The Importance Of Context In Creating A Great Customer Experience - Alex Mead - Conversations That Matter - Episode #51

The Importance Of Context In Creating A Great Customer Experience - Alex Mead - Conversations That Matter - Episode #51

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The Importance Of Context In Creating A Great Customer Experience - Alex Mead - Conversations That Matter - Episode #51