Doing More With Less in the Contact Center
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, ...
30 Mar 202312min
Improving the Relevance of AI for CX
On this episode, Amelia welcomes Dave Michels, Lead Analyst at TalkingPointz and UC Expert at UCStrategies. During this conversation, Dave and Amelia discuss: - The relevance of AI in the contact cent...
24 Mar 202312min
Reimagining Experience Ecosystems
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. During this c...
17 Mar 202317min
The CX Leader as a Change Agent
On this episode, Amelia welcomes Mark Slatin, Customer Experience Advisor and Consultant at Empowered CX. During this conversation, Mark and Amelia discuss:- Mark’s background in sales and sales manag...
2 Mar 202314min
The Powerful Combination of AI and Human Capability
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. During the conversation,...
17 Feb 202314min
AI in the Contact Center
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 ...
9 Feb 202314min
The Science Behind Customer Behavior
On this episode, Amelia welcomes Zhecho Dobrev, Principal Consultant at Beyond Philosophy, Zhecho is a customer experience and behavior science consultant and trainer. Zhecho and Amelia discuss:- How ...
2 Feb 202314min
The Importance of Digital Empathy
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. ...
27 Jan 202321min
