Evolution of CX w Bruce Temkin
In this conversation, Amas Tenumah and Bruce Temkin delve into the current state of customer experience (CX), its evolution, and the challenges faced by organizations in effectively managing it. They ...
9 Feb 29min
Why Contact Centers Still Don’t Know Why You’re Calling — with Dan Mannion, CEO of Spark CX
In this brutally honest episode, Amas Tenumah sits down with Dan Mannion, CEO of Spark CX, to unpack one of the industry’s most embarrassing truths: most contact centers still have no idea why custome...
19 Okt 202534min
Evolution of cx -Insights from Imran Noormohamed
SummaryIn this conversation, Amas Tenumah and Imran Noormohamed explore the evolving landscape of consulting, customer experience, and the impact of AI on the industry. Imran shares his journey into c...
13 Juli 202529min
State of customer experience w Luke Jamieson
In this conversation, Amas Tenumah and Luke Jamieson explore the intricacies of Customer Experience (CX) and Employee Experience (EX). They discuss the evolution of CX, the importance of understanding...
12 Juni 202539min
The CX Illusion: Scores Are Up, Satisfaction Is Down w/ Ed Murphy
In this conversation, Amas Tenumah and Edward Murphy delve into the current state of customer experience (CX), exploring how customer expectations have evolved, the role of metrics, and the impact of ...
14 Maj 202536min
Improving Customer Service using KCS w Laurel Poertner
In this conversation, Amas Tenumah and Laurel Poertner discuss the importance of knowledge management in customer support, focusing on the Knowledge Centered Service (KCS) methodology. They explore th...
9 Maj 202542min
Navigating Leadership in the Age of AI w Jim Carlough
TakeawaysLeadership is an evolutionary process that requires continuous learning.AI cannot replace human empathy and emotional intelligence in leadership.Integrity is the foundational element of effec...
30 Apr 202538min
Agent attrition w Jeremy Hyde
SummaryIn this conversation, Amas Tenumah and Jeremy Hyde discuss the challenges and dynamics of the contact center industry, focusing on employee attrition, engagement, and the impact of customer beh...
18 Mars 202527min
