Generative AI: Empowering Employees and Managers To Be More Engaged
On this episode, Amelia welcomes Omer Minkara, Vice President and Principal Analyst of Aberdeen Strategy & Research. As a returning guest, Omer brings a wealth of knowledge, sharing cutting-edge resea...
30 Nov 202313min
Mastering the Customer Journey: From Experience to Advocacy
On this episode, Amelia welcomes Kristi Faltorusso, Chief Customer Officer of ClientSuccess. Kristi and Amelia discuss the following topics: - The differences and overlap between Customer Success and...
9 Nov 202315min
Unlocking the Transformative Power of AI in Customer Experience
On this episode, Amelia welcomes Jon Arnold, Principal at J Arnold & Associates. This is Jon’s fourth appearance on the show. During this conversation, Jon and Amelia discuss: - The transformative ...
26 Okt 202318min
The Correlation Between Customer Satisfaction and Profitability
On this episode, Amelia welcomes Jo Causon, CEO of Institute of Customer Service, an independent professional membership body for customer service, based in London, UK. During this conversation, Jo a...
5 Okt 202316min
Leveraging Digital Channels in Today’s Ever-Evolving Workspace
On this episode, Amelia welcomes Nancy Jamison, Senior Industry Director, ICT at Frost & Sullivan, a growth advisory and analytics firm that helps companies identify, plan and capture growth opportuni...
21 Sep 202316min
Making CX Simple With a Structured Approach
On this episode, Amelia welcomes Ian Golding, CEO and Founder of Customer Experience Consultancy Ltd. During this conversation, Ian and Amelia discuss: - What complete performance means in the custo...
7 Sep 202326min
WEM Innovations To Improve Agent Engagement
On this episode, Amelia welcomes back Oru Mohiuddin, Senior Research Manager at IDC, the premier global provider of market intelligence, advisory services and events for the information technology, te...
17 Aug 202312min
Increase Customer Engagement With Self-Service and Knowledge Management
On this episode, Amelia welcomes Keith Dawson, Vice President and Research Director in Customer Experience at Ventana Research. During this conversation, Keith and Amelia discuss: - The perception of...
3 Aug 202317min
