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...

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...

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...

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...

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...

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...

On this episode, Amelia welcomes Robin Gareiss, CEO and Principal Analyst at Metrigy, to explore the crucial role of customer experience (CX) in organizational decision-making. Key Takeaways: - Increased prioritizing of customer engagement. - Strategic approaches to enhancing CX technology. - The growing significance of self-service options like chatbots. - How CX technology improves the empowering of agents. - The value of quick decision-making based on performance analytics. - A unified...

On this episode, Amelia welcomes Dennis Wakabayashi, Customer Experience Consultant at Team Wakabayashi, International Innovation Advisor at Cemantica, and Digital Marketing Instructor at the University of Wisconsin-Madison. During this conversation, Dennis and Amelia discuss: - The first ever interaction Dennis had at a CX event, which was with NICE. - The importance he places on capturing the stories of the innovators, people and products that shape the CX industry today. - The role that...

On this episode, Amelia welcomes Omer Minkara, Vice President and Principal Analyst of Aberdeen Strategy & Research. As a returning guest, Omer brings a wealth of knowledge, sharing cutting-edge research and insights into how generative AI is reshaping the landscape of customer service and business operations. Key Takeaways: - The differences between generative AI and traditional AI. - The increasing integration of generative AI in both business and consumer sectors. - Common...

On this episode, Amelia welcomes Kristi Faltorusso, Chief Customer Officer of ClientSuccess. Kristi and Amelia discuss the following topics: - The differences and overlap between Customer Success and Customer Experience. - Kristi’s experience, first in digital marketing and then a transition to CX for hypergrowth B2B SaaS companies. - Every company is different and building a Customer Success system is not “one size fits all.” - Customer Success is about your customer’s ability to realize...

On this episode, Amelia welcomes Jon Arnold, Principal at J Arnold & Associates. This is Jon’s fourth appearance on the show. During this conversation, Jon and Amelia discuss: - The transformative power of AI in customer experience. - The reason for choosing the term "transformative" for AI. - AI's role in the transition to digital transformation. - AI's ability to generate new ways of understanding. - Enhancing agent intelligence with AI. - Pattern detection and creating a roadmap for...

On this episode, Amelia welcomes Jo Causon, CEO of Institute of Customer Service, an independent professional membership body for customer service, based in London, UK. During this conversation, Jo and Amelia discuss: - The important correlation between customer satisfaction, profitability and productivity. - The insights gained from the longitudinal data in UK Customer Satisfaction Index (UKCSI). - Approaching customer experience from a government or public sector perspective. - Full...

On this episode, Amelia welcomes Nancy Jamison, Senior Industry Director, ICT at Frost & Sullivan, a growth advisory and analytics firm that helps companies identify, plan and capture growth opportunities around the world. During this conversation, Nancy and Amelia discuss: - The evolution of digitization in the contact center industry. - The impact of different generations on customer expectations. - The role of AI and chatbots in customer service. - Adoption of AI tools and channels...

On this episode, Amelia welcomes Ian Golding, CEO and Founder of Customer Experience Consultancy Ltd. During this conversation, Ian and Amelia discuss: - What complete performance means in the customer experience space. - Getting rid of complexity in CX and making it simple with a structured approach. - The six elements of the CX maturity model to develop a customer-centric culture. - Putting the customer journey before technology. - The difficulty for business leaders to change their...

On this episode, Amelia welcomes back Oru Mohiuddin, Senior Research Manager at IDC, the premier global provider of market intelligence, advisory services and events for the information technology, telecommunications and consumer technology markets. During this conversation, Oru and Amelia discuss: - The reason CX is important for contact centers in 2023. - The three pillars of customer experience, efficiency, convenience and relationship. - The importance of agents in the call center with...

On this episode, Amelia welcomes Keith Dawson, Vice President and Research Director in Customer Experience at Ventana Research. During this conversation, Keith and Amelia discuss: - The perception of traditional self-service and how it is evolving. - Keith’s prediction that 70 percent of customer interactions will be a mix of human and automated. - The impacts self-service handoffs have on the agent. - How self-service is freeing agents up to be more human during customer interactions. - The...

On this episode, Amelia welcomes Maribel Lopez, Founder and Principal Analyst at Lopez Research. This is Maribel’s third appearance on the show. During this conversation, Maribel and Amelia discuss: - The key areas CX companies should be investing in this year. - The challenges organizations face when it comes to creating opportunities in the CX world. - Meeting customers where they want to be met. - The importance of expanding into all available channels. - Investing in automation and...

On this episode, Amelia welcomes Leslie O'Flahavan, Principal and Owner at E-WRITE and author of 5 writing courses on LinkedIn Learning. During this conversation, Leslie and Amelia discuss: - The delicate balance between empathy and efficiency in contact centers, especially when it comes to AI. - The pervasive environment in CX, where agents are trained to offer apologies, not empathy. - The necessity of active listening or analytical reading to express empathy. - The difference between...

On this episode, Amelia welcomes Craig Kennedy, Senior Director of Research at Aragon Research, Inc., an advisory firm that focuses on high-impact market research and advice to help businesses make better technology and strategy decisions. During this conversation, Craig and Amelia discuss: - The impact customer experience has on brand loyalty. - Creating omnichannel communications for customers to increase their comfort when seeking support. - The ways AI has created positive changes in...

On this episode, Amelia welcomes Mila D'Antonio, Principal Analyst at Omdia, a technology research and advisory group. During this conversation, Mila and Amelia discuss: - How businesses are overcoming CX challenges. - Using AI to accelerate their self-service success. - The significant advancement of digital maturity. - Achieving sustained profitable growth by growing the customer experience. - Recommendations for better CX bot interactions. Resources mentioned: Mila D'Antonio - Mila...

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”...

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.

On this episode, Amelia welcomes Colin Shaw, Founder & CEO at Beyond Philosophy LLC.

On this episode, Amelia welcomes Irit Eizips, Chief Customer Officer and CEO at CSM Practice, a customer success consulting firm offering services to increase your net retention, improve your customer satisfaction, and grow your advocacy base.