CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers29 Helmi 2024

How Brands Can Leverage Outsourcing To Drive Customer Journey and Fund Their Digital Initiatives

On this episode, Amelia explores the intersection of outsourcing and digital transformation with Tom Luther, Director of Channel Partnerships at Outsource Consultants, LLC. They delve into how brands can leverage outsourcing to not only enhance customer journeys but also fund their digital initiatives. Key Takeaways: (00:53) Tom's extensive experience in the contact center space and his journey through digital transformation. (01:42) Digital transformation defined as meeting consumers where, when and how they prefer. (02:19) The importance of catering to a diverse customer base with varying communication preferences. (03:21) The balance between technology and labor in providing customer service. (04:44) Outsourcing as a flexible and scalable way of bringing new employees on board. (07:09) The impact of outsourcing on operational efficiency and cost reduction. (09:31) How savings from outsourcing can fund further digital transformation efforts. (12:37) The importance of leveraging industry expertise and not embarking on the outsourcing journey alone. Resources Mentioned: Outsource Consultants, LLC This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. #CXO #CX #ContactCenter #CustomerService #CustomerExperience

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How Should We Use Digital and AI To Reduce Costs and Drive Efficiency?

On this episode, Amelia welcomes Omer Minkara, VP and Principal Analyst of Aberdeen Strategy & Research, for an in-depth exploration of Customer Experience (CX) influenced by AI and other technologica...

28 Maalis 202416min

Driving Growth Through Exceptional Customer Experiences

On this episode, Amelia is joined by Dan Gingiss, Chief Experience Officer of The Experience Maker, LLC and Author of "The Experience Maker," to explore the transformative power of exceptional custome...

14 Maalis 202423min

AI’s Impact on Agent Performance and Satisfaction

On this episode, Amelia welcomes Roy Atkinson, CEO and Principal Advisor of Clifton Butterfield, LLC, to discuss the transformative role of artificial intelligence in enhancing customer service and ag...

15 Helmi 202415min

Balancing Efficiency With Empathy in Customer Experience

In this episode, Amelia welcomes Steven Van Belleghem, Co-Founder and Board Member of Nexxworks and Author of “A Diamond in the Rough.” They discuss the nuances of customer experience (CX) in the mode...

1 Helmi 202416min

The Importance of Customer Feedback for Business Growth

On this episode, Amelia welcomes Rick Adams, Customer Success Management Mentor of ADAMS Success, Author, Trainer, Consultant and Business Owner at Practical CSM, and Business Consultant, Trainer and ...

18 Tammi 202422min

How Do CX Leaders Accelerate Decision Velocity With AI?

On this episode, Amelia welcomes Robin Gareiss, CEO and Principal Analyst at Metrigy, to explore the crucial role of customer experience (CX) in organizational decision-making. Key Takeaways: - Inc...

4 Tammi 202422min

Innovation in the Ever-Evolving Landscape of CX

On this episode, Amelia welcomes Dennis Wakabayashi, Customer Experience Consultant at Team Wakabayashi, International Innovation Advisor at Cemantica, and Digital Marketing Instructor at the Universi...

14 Joulu 202311min