UN 406 - Rick DeLisi. AI ROI.

UN 406 - Rick DeLisi. AI ROI.

Rick DeLisi, Lead Research Analyst at Glia and co-author of The Effortless Experience, discusses research showing that less than 30% of organizations achieve full value from customer support AI investments. The conversation covers the "AI maturity gap" where adoption does not equal adaptation, why focusing solely on cost reduction limits AI potential, and barriers, including organizational readiness gaps and measurement challenges. DeLisi explains how high-performing organizations approach AI differently through operational changes beyond technology deployment, why low-effort experiences drive loyalty more than delight, and how contact centers can transform from cost centers into strategic growth engines.

Tämä jakso on lisätty Podme-palveluun avoimen RSS-syötteen kautta eikä se ole Podmen omaa tuotantoa. Siksi jakso saattaa sisältää mainontaa.

Jaksot(100)

UN 425 - YPulse. Youth Data Pipeline.

UN 425 - YPulse. Youth Data Pipeline.

Dan Coates, CEO and co-founder of YPulse, joins Gabriella Mirabelli to explain why the youth research firm built a direct connector into Claude and other similar gen AI systems. Coates describes YPuls...

20 Elo 26min

UN 424 - Scott Goodson. Brand Purpose.

UN 424 - Scott Goodson. Brand Purpose.

Scott Goodson founded StrawberryFrog, a global agency built on a philosophy he calls movement marketing. In this episode, he and Gabriella Mirabelli trace that framework from its origins through decad...

13 Elo 26min

UN 423 - IJRM. Passive Power.

UN 423 - IJRM. Passive Power.

Rod Duclos, Associate Professor of Marketing at Ivey Business School at Western University, joins Up Next to discuss research published in April 2026 in the International Journal of Research in Market...

6 Elo 28min

UN 422 - Joshua Lifrak. Win Today.

UN 422 - Joshua Lifrak. Win Today.

Joshua Lifrak spent five years building the mental skills program for the Chicago Cubs, including the 2016 World Series championship run, before taking that framework into the corporate world. His bo...

30 Heinä 25min

UN 421 - Kaley Mullin. Reading Culture Right.

UN 421 - Kaley Mullin. Reading Culture Right.

Kaley Mullin is a sociologist and cultural insights practitioner who cofounded Cool Shiny Insights after serving as Head of Youth and Trends at YouTube and working on Disney's ABC Family to Freeform ...

23 Heinä 26min

UN 420 - YPulse. Gaming is Tween Culture

UN 420 - YPulse. Gaming is Tween Culture

MaryLeigh Bliss, chief content officer at YPulse, joins Gabriella Mirabelli to discuss new research on how tweens relate to gaming. Three-quarters of 8- to 12-year-olds now call themselves gamers, a r...

16 Heinä 26min

UN 419 - Thomas Bunn. The Clarity Report.

UN 419 - Thomas Bunn. The Clarity Report.

Thomas Bunn is Global Chief Client Impact Officer at Zeno Group and the architect of Clarity 2030, a study of more than 1,400 communications professionals across 10 countries. The data surfaces a str...

9 Heinä 28min

UN 418 - IJRM. Habit: Loyalty v. Autopilot.

UN 418 - IJRM. Habit: Loyalty v. Autopilot.

Ryan Webb, associate professor at the Rotman School of Management and director of the Management Data Analytics Lab, has spent years studying why consumer behavior is so hard to change, and why market...

2 Heinä 27min

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