Leapfrog CX Strategies
It's time to Leapfrog CX. Join enterprise communications analyst and industry provocateur Dave Michels (Founder of TalkingPointz) as he cuts through the hype to find out what truly drives world-class Customer Experience (CX).
In this candid, executive-level podcast series, Dave sits down with C-Level executives from leading CX vendors, cutting-edge implementors, and innovative enterprises. He doesn't just ask about the vision—he demands to know the reality.
Every episode uncovers cost-effective, real-world strategies on how to deliver a compelling customer experience that also drives business results.
- The Hard Questions: Dave asks the tough, no-BS questions about profitability, implementation pitfalls, and the real ROI of your CX technology stack.
- Executive Insights: Hear directly from the leaders making the critical decisions in the CX space—learn what's working, what's failing, and what's next.
- Actionable Strategies: Get past the marketing slides and discover the practical strategies you can apply to immediately improve your own customer engagement and operational efficiency.
Tune in to Leapfrog CX Strategies and get the independent, incisive analysis you need to make the right decisions for your business. Because in the battle for the customer, you can't afford to be a step behind.
Leapfrog CX Strategies
TalkingHeadz with Antony Passemard of Google CCAI
Dave and Evan chat with Antony Passemard, Applied Conversational AI and CCAI lead at Google Cloud.
This is a naturally intelligent conversation about how AI is changing the contact center. We cover terminology and then get into how Google is leveraging its vast AI capabilities to improve customer service - at other companies.
Antony has been in IT for over 20 years and spent the last 12 working on Enterprise products and partnerships at companies like Yahoo, Salesforce.com, AWS and now Google Cloud. Today Antony heads up product and strategy for Google Cloud's conversational AI solutions with a strong focus on Contact Center AI. Antony is originally from France and came to California to study for an MBA at the Haas School of Business from which he graduated in 2009, and stayed ever since with his wife and 2 children.