CX, AI, and Outsourcing
John Walter
All CX professionals work towards the common goal of delivering excellent and affordable customer experience. This podcast furthers that goal by exploring the ideas, technology, and economics that are shaping the customer support industry.
Episode 47: Custom Taxonomies and Intent Labeling in Customer Support -- with HumanFirst CEO, Gregory WhitesideMarch 20, 2024
Episode 46: Conversational design in the age of large language models - with Braden Ream, CEO of VoiceflowFebruary 06, 2024
Episode 45: Decoding Customer Loyalty, with Amitayu Basu co-founder and CEO of NUMRDecember 18, 2023
Episode 44: Updates on the Use of AI in Customer Support -- Second Conversation with Chris CrosbyDecember 11, 2023
Episode 43: Employee Experience in Contact Centers with Juanita ColeyDecember 04, 2023
Episode 42: Using AI in voice customer support, with PolyAI co-founder and CEO Nikola MrkšićNovember 27, 2023
Episode 41: OpenAI's DevDay and what it means for customer support.November 20, 2023
Episode 40: Remote, AI-Driven, and Agile. ShyftOff's Approach to Customer Support. November 13, 2023
Episode 39: You need to know about the Illinois Biometric Information Privacy Act (BIPA)November 06, 2023
Episode 38: A conversation with Rob Dwyer about Happitu's technologyOctober 30, 2023
Episode 37: A conversation with Bradley MetrockOctober 23, 2023
Episode 36: South Africa as an Outsource Destination + a BPO's perspective of AI, with Clinton CohenOctober 16, 2023
Episode 35: How Infinitus Systems brings efficiency to the healthcare industry, with founder Ankit JainOctober 09, 2023
Episode 34: The right (and wrong) ways to use AHT as a call center metric, with Irina MateevaOctober 02, 2023
Episode 33: Insights on how sales teams are using AI, with Chafik AbdellaouiSeptember 25, 2023
Episode 32: AI's impact on the CX industry and data privacy risks, with Simon KrissSeptember 18, 2023
Episode 31: The right (and wrong) ways to personalize CX, with Marbue BrownSeptember 11, 2023
Episode 30: Using Immediate to reduce agent attrition, with Matt Pierce September 04, 2023
Episode 29: Introduction to biometric data privacy risks in customer supportAugust 28, 2023
Episode 28: Lessons from NEDA's chatbot failureAugust 21, 2023
Episode 27: Protecting agent well-being - with Jeremy Hyde, Director Of Customer Service at Sun Country AirlinesAugust 14, 2023
Episode 26: Live panel discussion - "Overcoming LLM Hallucination"August 07, 2023
Episode 25: How to use CX data to predict customer behavior - with Anthrolytics CEO, Jonathan HawkinsJuly 31, 2023
Episode 24: Sending hand/robot written notes at scale with SimplyNoted CEO, Rick ElmoreJuly 24, 2023
Episode 23: Improving WFH contact center operations, with Sameer Maini, CEO of Collaboration RoomJuly 17, 2023