Key CX Areas Where Companies Should Be Investing
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: ...
20 Jul 202313min
Generating Empathy With AI in Contact Centers
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 del...
6 Jul 202314min
It’s Time To Give Customers What They Deserve
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 be...
22 Jun 202313min
How AI Accelerates Self-Service Success
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 overcomi...
8 Jun 202313min
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 custom...
25 Mai 202313min
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 bot...
11 Mai 202318min
Using Customer Science for Best CX Outcomes
On this episode, Amelia welcomes Colin Shaw, Founder & CEO at Beyond Philosophy LLC. During this conversation, Colin and Amelia discuss:- The evolution of customer experience as it moves toward custom...
27 Apr 202315min
Converging and Diverging: Customer Experience & Customer Success
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...
13 Apr 202316min
