On this episode, Amelia welcomes Sean Ilenrey, Vice President, Support at Dutchie, the leading technology partner for cannabis retailers of all sizes. Dutchie offers solutions covering point of sale, payments, e-commerce, insurance and more. He is also a Professional Speaker and Coach.

On this episode, Amelia welcomes Dave Michels, Lead Analyst at TalkingPointz and UC Expert at UCStrategies.

On this episode, Amelia welcomes Shawn Nason, CEO, Founder and Chief Experience Officer at MOFI, a human-obsessed boutique design firm passionate about reimagining experience ecosystems.

On this episode, Amelia welcomes Mark Slatin, Customer Experience Advisor and Consultant at Empowered CX.

On this episode, Amelia welcomes Joseph Michelli, Author and CEO at The Michelli Experience, a newsletter with tips and best practices to drive customer and employee loyalty.

We explore the digital transformation of CX, where analog processes are being digitized, as well as how AI takes the guesswork out of customer service and is as much about the agent's happiness as it is about the customer.

On this episode, Amelia welcomes Zhecho Dobrev, Principal Consultant at Beyond Philosophy, Zhecho is a customer experience and behavior science consultant and trainer.

On this episode Amelia welcomes Peter Dorrington, Co-Founder and Chief Strategy Officer at Anthrolytics, a company that combines behavioral and data science to determine what a customer will do next.

On this episode, Amelia welcomes Jay Baer, Hall of Fame Keynote Speaker and Emcee on Marketing and CX and founder of Convince & Convert Consulting. Jay is also the author of six books.

On this episode, Amelia welcomes Beth Schultz, VP of Research & Principal Analyst at Metrigy, a research firm that specializes in customer experience.

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

On this episode, Amelia welcomes Oru Mohiuddin, Senior Research Manager, Enterprise Communications and Collaboration at IDC, where she performs ambitious research projects resulting in leading-edge market intelligence reports.

On this episode, Amelia welcomes Matt Dixon, Founding Partner of DCM Insights and Chief Research and Innovation Officer for the Austin-based AI venture at Tethr.

On this episode, Amelia is joined by Juanita Coley, CEO and Founder at Solid Rock Consulting, a contact center consulting company that focuses on the future of the industry with the increasing use of AI and machine learning.

On this episode, Amelia is joined by Jon Arnold, Principal at J. Arnold and Associates, who has spent more than 15 years in the technology space. He started his career in telephony during the transition to voice over internet protocol (VoIP) and is now a specialist in tech for call centers.

On this episode, Amelia welcomes Christopher Hodges, Principal at Hodges and Company and author of the book, “Noble Automation Now.”

Workforce management is a critical component of any contact center operation. It is responsible for ensuring that the right number of agents are available to handle customer inquiries and managing schedule adherence, performance tracking, and capacity planning. While workforce management systems optimize efficiency and productivity, how can they benefit the entire organization? In this episode, Amelia talks with Sean Ilenrey, Vice President of Support at Dutchie. Sean is an award-winning...

This last part of Amelia's favorite moments from the previous episodes features episode 18, where she tapped into the knowledge of Donna Fluss, Founder and President of DMG Consulting. Here, Donna shares the specific findings of her research, which spanned over seven years and revealed contact center and servicing priorities and investment plans for 2022. To know more about the DMG report, Customer Experience, Contact Center and Servicing Priorities and Investment Plans, tune in to CX Pulse...

This second part of Amelia's favorite moments and thought-provoking takeaways from her CX Pulse conversations highlights how AI made its way into contact centers and why organizations should embrace AI. In episode 15, Contact Center and AI: Making Real-World Progress, Keith Dawson shed light on the best practices and opportunities for contact centers, from making agents' jobs more streamlined to providing solutions for marketing and sales. Tune in and listen to episode 15 of the CX Pulse...

This episode is part one of the 3-part bonus episode where Amelia sourced some of her favorite moments and thought-provoking takeaways from the previous episodes. In Episode 21, Omer Minkara, VP and Principal Analyst at Aberdeen, talks about the Building Blocks to Boost Agent Retention & Performance. Passionate about all things CX, Omer explains how many channels agents can be responsible for and why agent retention should be a major focus, even as we become increasingly digital. Tune...

Digital transformation is top of mind for companies across industries as they seek to remain competitive in an increasingly digital era. For many, this means turning to automation to unlock new efficiencies and drive better customer experiences (CX). In today's episode, Wayne Butterfield sits with Amelia Rose Earhart to talk about all things automation. They take a big picture view of the technological advancements and how to unlock new opportunities in CX. Wayne Butterfield is an...

In a highly competitive business environment, organizations must keep up with the ever-changing customer journey. To stay relevant, proactive CX has become a focus of attention. That means taking measures to prevent problems before they occur instead of waiting for customers to come to you with complaints. But how can organizations take proactive CX to positively impact all aspects of customer service? Melanie Turek joins Amelia in today's conversation. Melanie is the VP of Research for...

Data is increasingly becoming a key differentiator for brands. Today, a new breed of "data rich and famous" brands is emerging, and these brands are using data in innovative ways to create exceptional customer experiences. With the advent of big data, how can brands organize, leverage, and harness the power of data to transform the CX landscape? In this episode, Omer Minkara joins Amelia for the second time. And today, Omer talks about Aberdeen Strategy & Research's recent study on the...

The recent advances in artificial intelligence (AI) have led to the development of conversational AI, which is responsible for powering chatbots and other similar technologies. This technology is revolutionizing how we interact with computers, making more natural and human-like conversations possible. What are some use cases of conversational AI, and how is this technology revolutionizing the CX industry? In this episode, our guest, Craig Kennedy, discusses why conversational AI is gaining...

In today's world, consumer expectations evolve tremendously. Businesses go above and beyond to keep up with the challenge and create a memorable customer experience. One way they do this is through journey orchestration, a process that creates personalized, real-time customer experiences across all channels and touchpoints. How can companies design, manage, and optimize the customer journey to create the best possible experience? In this episode, Amelia talks with Julio Hernandez about...