Clik here to view.
How GenAI can transform call center IVR systems without losing the human touch
This is a guest post by Satish Barot, Co-founder and CTO at Klearcom Let’s face it—calling customer service is often a frustrating experience. Long wait times, endless […] The post How GenAI can...
View ArticleClik here to view.
The majority of agents don’t find AI useful in their daily work – Interview...
Today’s podcast is with Martin Teasdale, host of Get out of Wrap, a contact centre focused podcast, and Ed Creasey, Global VP of Solutions Engineering at […] The post The majority of agents don’t find...
View ArticleClik here to view.
15 Customer Experience Predictions for 2025
This is the sixth year that I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set […] The post 15 Customer Experience...
View ArticleClik here to view.
The natural home of the contact center is under the CMO – Interview with Alex...
Today’s podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales, support, and customer retention […] The post The...
View ArticleClik here to view.
How AI translation is transforming customer experience
This is a guest post from Ofer Tirosh, Chief Executive Officer, Tomedes. Why Language is the Key to a Great Customer Experience In a world where […] The post How AI translation is transforming...
View ArticleClik here to view.
Life Lessons I Learned From Being A Line Cook – Interview with Ari Weinzweig
Today’s podcast is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a much-admired gourmet food business group headquartered in Ann Arbor, […] The post Life...
View ArticleClik here to view.
The AI revolution in customer service: What to expect in 2025
This is a guest post from Gans Subramanian, Managing Partner, B-TRNSFRMD Artificial intelligence (AI) has helped the omnichannel customer experience and service industry achieve a revolutionary […]...
View ArticleClik here to view.
Harnessing the contact center’s potential as a real-time data gold mine –...
Today’s podcast is with Suvi Lindfors, Strategic Business Development, Netigate. Suvi joins me today to talk about why she thinks the contact center is becoming one […] The post Harnessing the contact...
View ArticleClik here to view.
Influencers and bridging the trust gap between brands and consumers
One of the biggest trends that emerged from my recent 2025 predictions piece was that a brand’s success in the coming year will be defined by […] The post Influencers and bridging the trust gap...
View ArticleClik here to view.
There are five types of loyalty but only two are growing – Interview with...
Today’s podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, […] The post There are five...
View ArticleClik here to view.
Addressing e-commerce’s 5 biggest CX challenges with AI and personalization
This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes. Over the past eight years, customer acquisition costs have soared 222%. […] The post Addressing e-commerce’s...
View ArticleClik here to view.
Testing and experimentation is everyone’s problem – Interview with Shafqat...
Today’s podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to […] The post Testing and experimentation is...
View ArticleClik here to view.
From numbers to narratives: The power of customer engagement
Traditionally, when a CFO gets promoted to the position of CEO, it’s not uncommon to expect the firm to take a more analytical approach and, perhaps, […] The post From numbers to narratives: The power...
View ArticleClik here to view.
The art and the science of listening – Interview with Zig Serafin, Brad...
Today’s podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics’ recent X4 2025: The Experience […] The post The art and the...
View ArticleClik here to view.
SundaySky removes the barriers to expanded use of video in CX
Eleven years ago, I spoke to the folks at SundaySky about the innovative ways they were using video to improve customer experience. Specifically, they were pioneering the development of SmartVideo […]...
View ArticleClik here to view.
AI-driven search volumes are exploding and what brands should be doing about...
Today’s podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe. I recently caught up with Vivek at Adobe Summit in Las Vegas to talk […] The post AI-driven search volumes are...
View ArticleClik here to view.
Navigating the Paradox of Personalisation: Meeting Customer Expectations Amid...
For more than a decade now, customer experience has been central to many brands’ strategies as a strategic and competitive differentiator. As a result, you will […] The post Navigating the Paradox of...
View ArticleClik here to view.
Starting a resolution revolution – Interview with Tom Eggemeier, Adrian...
Today’s podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Göhler, which took place at Zendesk’s recent Relate event, which took […] The post Starting a...
View ArticleClik here to view.
Unpacking the voice assumptions that are holding back many CX efforts
Millennials and Generation-Z don’t want to talk on the phone is a claim that you will often hear repeated across the media landscape on a pretty […] The post Unpacking the voice assumptions that are...
View ArticleClik here to view.
Legacy transformation, agentic AI and how to get it right – Interview with...
Today’s interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don joins me today to talk […] The post...
View Article