Satisfying The Customer's Need For Speed with Expert and Author Jay Baer
On this episode, Amelia welcomes Jay Baer, Hall of Fame Keynote Speaker and Emcee on Marketing and CX and founder of Convince & Convert Consulting. Jay is also the author of six books. In this convers...
19 Jan 202312min
The Intelligence Powering Smart Intelligent Virtual Assistant (IVA) with Beth Schultz of Metrigy
On this episode, Amelia welcomes Beth Schultz, VP of Research & Principal Analyst at Metrigy, a research firm that specializes in customer experience. During this conversation, Beth and Amelia discuss...
12 Jan 20238min
The Future of CX Lies in Science
On this episode, Amelia welcomes Colin Shaw, Founder & CEO of Beyond Philosophy LLC.Colin discusses:- The seven books he has authored on customer experience.- The fact that customer satisfaction is th...
5 Jan 202315min
Renaissance of Contact Centers with Oru Mohiuddin at IDC
On this episode, Amelia welcomes Oru Mohiuddin, Senior Research Manager, Enterprise Communications and Collaboration at IDC, where she performs ambitious research projects resulting in leading-edge ma...
15 Dec 202213min
Creating a Low-Effort Experience To Optimize Loyalty
On this episode, Amelia welcomes Matt Dixon, Founding Partner of DCM Insights and Chief Research and Innovation Officer for the Austin-based AI venture at Tethr. Matt discusses:- His background as a c...
8 Dec 202214min
AI Machine Learning Fuels the Future
On this episode, Amelia is joined by Juanita Coley, CEO and Founder at Solid Rock Consulting, a contact center consulting company that focuses on the future of the industry with the increasing use of ...
1 Dec 202216min
Digital Centric Approach to Agent Experience
On this episode, Amelia is joined by Jon Arnold, Principal at J. Arnold and Associates, who has spent more than 15 years in the technology space. He started his career in telephony during the transiti...
17 Nov 202212min
Helping Humans Be Heroes in the Age of Automation
On this episode, Amelia welcomes Christopher Hodges, Principal at Hodges and Company and author of the book, “Noble Automation Now.”Chris talks about: - Helping humans be heroes in the age of automati...
10 Nov 202215min
