CX, AI, and Outsourcing

In this episode, host John Walter and HumanFirst CEO, Gregory Whiteside discuss the following topics: Evolution of Customer Support Technologies: Gregory Whiteside discusses the transformation in customer support through the integration of AI and large language models.Agent Augmentation and Live Chat Platforms: The podcast delves into how HumanFirst initially focused on agent augmentation, integrating AI with live chat platforms like ZenDesk and Intercom to enhance agent performance.Natural Language Understanding (NLU): There's a significant focus on NLU's role in AI, particularly how it classifies text data into various labels or intents based on customer interactions.Custom Taxonomies in AI: The episode emphasizes the importance of developing custom taxonomies to tailor AI solutions to specific business realities and customer conversations.Data Transformation for AI Training: The discussion includes how unstructured data is transformed into high-quality training data for natural language understanding.Prompt Engineering in AI: Gregory talks about the use of prompt engineering to leverage large language models more effectively in AI applications.Impact of Large Language Models like GPT-3 and GPT-4: The podcast covers the effects these models have had on the industry and how they're shaping the future of AI in customer support.AI's Influence on Outsourcing and BPOs: The episode touches upon how AI and automation are increasingly being integrated into Business Process Outsourcing (BPOs) and the outsourcing sector.Additional Resources:Connect with Gregory Whiteside on LinkedIn: https://www.linkedin.com/in/gregory-whiteside/Discover more about HumanFirst: https://www.humanfirst.ai/Connect with John Walter on LinkedIn: https://www.linkedin.com/in/jowalter/

In this episode, host John Walter talks with Braden Ream, the co-founder and CEO of Voiceflow. They delve into the evolution of conversation design with the advent of large language models. Braden shares insights into the shift from traditional methods to AI-driven approaches and discusses how Voiceflow is pioneering in this space. The discussion also touches upon the emerging trends in outsourcing and BPOs, highlighting the integration of AI in these sectors.Additional Resources:Connect with Braden Ream on LinkedIn: https://www.linkedin.com/in/braden-ream/Learn more about Voiceflow: https://www.voiceflow.com/Connect with John Walter on LinkedIn: https://www.linkedin.com/in/jowalter/

In this episode of the CX, AI, and Outsourcing podcast, host John Walter talks with Amitayu Basu, co-founder and CEO of NUMR. The discussion delves into measuring customer loyalty in the era of big data and AI. Amitayu shares insights on customer emotions' impact on loyalty, the significance of the Net Promoter System, and NUMR's role in advancing customer experience analytics. They explore the evolution of customer feedback methods, transitioning from surveys to AI-driven conversations, and how NUMR leverages operational data for proactive customer support. Additional Resources:Connect with Amitayu Basu on LinkedIn: https://www.linkedin.com/in/amitayubasu/Learn more about NUMR: https://www.numrcxm.com/contact-us Connect with John Walter on LinkedIn: https://www.linkedin.com/in/jowalter/

In this episode of the CX, AI, and Outsourcing Podcast, host John Walter welcomes Chris Crosby for his second appearance on the show.  Chris shares his extensive experience and observations on the rapid evolution of AI technologies like ChatGPT, highlighting their transformative impact on customer support. He offers valuable insights from OpenAI's DevDay, discussing the potential of custom GPT models and their application in enhancing customer experience. Additionally, Chris explores the strategic integration of AI in contact center operations, emphasizing the balance between innovation and operational efficiency, and discusses his decision to use Zoom as a C-Cast platform for its AI capabilities. Throughout the conversation, Chris forecasts the future of AI in customer service.Additional Resources:To connect with Chris Crosby and learn more about his work, visit his LinkedIn profile: https://www.linkedin.com/in/chriscrosby/Discover more about InflectionCX: https://www.inflection.cx/Discover more about Xaqt: https://www.xaqt.com/To connect with John Walter, visit his LinkedIn profile: https://www.linkedin.com/in/jowalter/

In this episode of the CX AI and Outsourcing Podcast, host John Walter engages with Juanita Coley, a renowned figure in workforce management. Juanita, known for her deep understanding of employee experience, shares her journey from a call center agent to a consultant at Solid Rock Consulting. The discussion delves into the intricacies of employee experience, its influence on customer support, and strategies for nurturing a positive and productive workplace. Outline:Introduction to Juanita ColeyJohn Walter's admiration for Juanita's content and influence.Juanita's background as a call center agent and her journey towards workforce management.The Genesis of Juanita's CareerStarting in the call center during high school.The impact of early experiences on her passion for employee experience.Defining Employee ExperienceJuanita's perspective on what constitutes a genuine employee experience.The significance of employee perception beyond company statements and policies.The Interconnection of Employee and Customer ExperienceHow employee satisfaction directly impacts customer interactions and service quality.The importance of aligning company strategies with employee well-being.Career Advancement and Employee DevelopmentThe role of micro-training and clear career pathways in employee growth.Addressing the gap between skills and leadership in workforce management.The Influence of Purpose and VisionThe critical role of purpose in driving employee motivation and customer satisfaction.Juanita's approach to consulting through the lens of workforce management.Empowering Employees in a Commoditized IndustryChallenges and strategies in enhancing employee experience in outsourced environments.The balance between operational efficiency and employee fulfillment.Conclusion and Contact InformationJohn's closing thoughts and appreciation for Juanita's insights.How to connect with Juanita for further guidance and expertise.To follow Juanita on LinkedIn, here's her profile: https://www.linkedin.com/in/juanitacoley/To learn more about Solid Rock Consulting, here's a link: https://solidrockco.net/To follow John on LinkedIn, here's his profile:https://www.linkedin.com/in/jowalter/

In this episode we delve into the world of conversational AI with Nikola Merckseck, co-founder and CEO of PolyAI. With a rich background in machine learning and natural language processing, including a stint at Apple, Nikola brings unique insights into the evolving landscape of customer support technology. Listen as we explore the challenges, innovations, and future of AI in voice customer support.Outline of conversationIntroduction to Nikola and PolyAI: Background on Nikola's journey, from academia to co-founding PolyAI, and the company's focus on conversational AI for customer support.PolyAI's Business Model and Market Focus: Discussion on why PolyAI chose to operate in both the UK and the US, and their decision to establish an office in New York City over San Francisco.The Origin and Evolution of PolyAI: Insight into the founding of PolyAI, the role of deep learning and language models in their technology, and the significance of the transformer model in AI development.Challenges in Conversational AI Development: An examination of the progression from traditional chatbot designs to advanced large language models, and the unique challenges in voice-based AI systems.Impact of AI on Customer Support Industry: How PolyAI's technology is addressing labor shortages in call centers and changing the dynamics of customer support.The Human Aspect in AI-Driven Customer Support: Discussion on the balance between AI automation and human touch in customer service, and the role of AI in reducing agent attrition.Future Trends and Possibilities in AI: Speculations on the future integration of AI in customer service, including the potential role of consumer voice assistants like Siri and Alexa.Closing Thoughts and PolyAI's Vision: Final remarks on the importance of customer experience in AI deployment and the future directions of PolyAI.Link to PolyAI's website.Link to Nikola's LinkedIn profile. Link to John's LinkedIn profile. Link to prior episode with a PolyAI customer -- Episode 4: How Landry's uses conversational AL to improve customer experience, with Brian Jeppesen.

Join us for this episode of CX, AI, and Outsourcing, where we sit down with Chris Hand, CTO of Mark II Ventures, to evaluate the seismic shifts in AI following OpenAI's Dev Day keynote. We discuss AI's burgeoning role in SaaS and customer support, the evolution of software development, and strategic business insights for budding entrepreneurs.  To learn more about Mark II Ventures, here's a link to their website: https://www.mark2ventures.com/To learn more about the guest Chris Hand, here he is on LinkedIn: https://www.linkedin.com/in/christopher-hand/To learn more about the host, John Walter, here he is on LinkedIn:https://www.linkedin.com/in/jowalter/

Dive into the innovative world of gig CX with Nate Nammour from ShyftOff in this episode of the CX AI and Outsourcing podcast. Host John Walter explores the approach of ShyftOff uses for customer support, distinguishing it from traditional BPO services. Uncover how their unique model leverages a remote workforce, the utilization of AI for recruiting, and an efficient e-learning-based training methodology. Nate sheds light on the benefits of their model, including improved agent flexibility, performance management, and cost-effectiveness. To learn more about ShyftOff, visit their website: https://www.shyftoff.com/To connect with Nate Nammour, find him on LinkedIn: https://www.linkedin.com/in/natenammour/To learn more about the host, John Walter, visit his LinkedIn profile: https://www.linkedin.com/in/jowalter/

BIPA is the currently the most important topic in customer support. It's a pitfall for all companies that are running customer voices through AI systems. In short,  this legislation imposes a penalty every time a person's voiceprint is captured without written consent. The penalty is $1,000 for every negligent violation, and $5,000 for every reckless or intentional violation.This episode is an explanation of BIPA from a customer support perspective.  To follow the host, John Walter, on LinkedIn, here's his profile: https://www.linkedin.com/in/jowalter/To read an article John wrote about BIPA on LinkedIn, see here: Billion Dollar Voiceprints -- Don't Fall Into the BIPA Trap 

This episode is a conversation with Rob Dwyer.  He's the vice president of customer engagement at Happitu. And host of the Next in Queue podcast. Happitu is a speech analytics and scripting platform. It analyzes 100% of your interactions and highlights what your customers experience.To connect with the guest, Rob, here's his LinkedIn page: https://www.linkedin.com/in/j-robert-dwyer/To learn more about Happitu, here's the website: https://happitu.com/To connect the host, John, here's his LinkedIn page: https://www.linkedin.com/in/jowalter/

This episode is a conversation with Bradley Metrock. Bradley is a General Partner at Project Voice Capital Partners, a venture capital firm focused on the conversational AI industry. He also leads the annual Project Voice Conference and hosts the podcast This Week in Voice. Bradley's LinkedIn Profile: https://www.linkedin.com/in/bradleymetrock/Project Voice Capital Partners: https://www.pvcp.vc/Project Voice Conference: https://www.projectvoice.ai/annual-conferenceThis Week in Voice: https://www.thisweekinvoice.com/John's LinkedIn Profile: https://www.linkedin.com/in/jowalter/

This episode is a conversation with Clinton Cohen, CEO of iContact, a BPO in South Africa. We talk about South Africa as announcers destination. And we also share our thoughts on the state of AI in the outsource industry. To learn more about iContact, here's a link to their website: https://www.icontactbpo.com/To learn more about Clinton Cohen, here's his LinkedIn Profile: https://www.linkedin.com/in/clinton-cohen/To learn more about the host, John Walter, here's a link to his LinkedIn profile: https://www.linkedin.com/in/jowalter/

Infinitus systems is one of the most important companies to watch in the conversational AI (CAI) space. They're creatively using CAI to efficiently transfer data through our healthcare system. It's particularly interesting how Infinitus has a long-term goal of standardizing the transmission of healthcare data. And how they are using CAI as a stepping stone to get there.In this episode, we have a conversation with the founder of Infinitus Systems, Ankit Jain. We discuss the origins of the company, what it does today, and what it strives to accomplish long-term. We also dive into the story of Ankit's family immigrating to America and his path to becoming an entrepreneur. At the end of the episode, we play a recording of the Infinitus digital assistant, Eva, making a benefit verification call.To learn more about Infinitus, here's a link to their website: https://www.infinitus.ai/To hear the recording of Adriana, referenced in the episode, here is a link to Ankit's LinkedIn Post: https://www.linkedin.com/posts/jainankit_ridiculous-activity-7102085066100518912-ntjz?utm_source=share&utm_medium=member_desktopTo follow Ankit on LinkedIn, here's a link to his profile: https://www.linkedin.com/in/jainankit/To follow the host, John Walter, on LinkedIn, here's a link to his profile: https://www.linkedin.com/in/jowalter/

This episode is a conversation with the workforce management consultant, Irina Mateeva, regarding average handle time (AHT).  We talk about the circumstances when applying AHT as a KPI for agent performance can lead to inferior customer experience. Of course, we also discuss the role of AI in the contact center.Irina regularly provides insightful content on that LinkedIn. To keep track, you can follow her account here: https://www.linkedin.com/in/irina-mateeva-wfm-consultant/The host, John Walter, can be found on LinkedIn here: https://www.linkedin.com/in/jowalter/ 

Today's guest is Chafik Abdellaoui, the Workforce Planning Lead at Autodesk. We have a conversation on the use of AI by customer support teams that are primarily engaged in sales.To learn more about Chafik, his LinkedIn profile is here: https://www.linkedin.com/in/chafikabdellaoui/To learn more about John, his LinkedIn profile is here: https://www.linkedin.com/in/jowalter/

In this episode, John Walter has a conversation with Simon Kriss about the impact AI is having on the customer support labor force. They also discuss what they view as the most important topics at the intersection of AI and customer support today. This largely focuses on data privacy in the voice support context and the use of chatbots in digital support.To learn more about Simon Kriss, here's his LinkedIn profile: https://www.linkedin.com/in/simonkriss/To learn more about John Walter, here's his LinkedIn profile: https://www.linkedin.com/in/jowalter/

Marbue Brown has experience leading CX teams at Chase, Microsoft, and Amazon. He is also the author of the book "Blueprint for Customer Obsession" and produces insightful content about the use of AI in customer experience. In this episode, we have a conversation about using AI to provide customers with a personalized experience. Marbue also talks about a new CX metric he is developing called the "Customer Obsession Barometer." Due to Marbue's extensive CX experience, and academic background in mathematics and statistics, I highly anticipate the public reveal of this metric.  Meanwhile, if you would like to connect with Marbue, here is a link to his LinkedIn profile: https://www.linkedin.com/in/marbuebrown/Here is a link to Marbue's consulting firm, The Customer Obsession Advantage: https://www.customerobsession.net/ And here is a link to Marbue's book, "Blueprint for Customer Obsession" :https://www.amazon.com/Blueprint-Customer-Obsession-Marbue-Brown/dp/1662858507/ref=sr_1_1?crid=3929UT7WBGISL&keywords=blueprint+for+customer+obsession&qid=1694120516&sprefix=blueprint+for+customer+obsession%2Caps%2C103&sr=8-1To connect with the host, John Walter, here is his LinkedIn profile: https://www.linkedin.com/in/jowalter/

Immediate reduces agent turnover by allowing employees to access their earned wages. This logical solution provides a financial cushion for employees that would otherwise need to rely on predatory lenders, such as credit cards or payday loans. The reduced financial stress among employees leads to increased productivity and is proven to reduce attrition.Immediate does not charge enrolled employees any fees or interest for transactions made with through the Immediate debit card. To learn more about Immediate, here is a link to the website:  https://joinimmediate.com/To learn more about Immediate's CEO, Matt Pierce, here is his LinkedIn profile: https://www.linkedin.com/in/piercmb/To learn more about this show's host, John Walter, here is his LinkedIn profile: https://www.linkedin.com/in/jowalter/

This episode is an interview with data privacy lawyer, Benjamin Perry from the international law firm Ogletree Deakins. We have a general discussion about biometric data privacy risk, with particular focus on the Illinois Biometric Data Privacy Act (BIPA).To learn more about or connect with the guest Ben Perry, here is a link to his LinkedIn profile: https://www.linkedin.com/in/perrybenjamin/ To learn more about or connect with the host John Walter, here is a link to his LinkedIn profile: https://www.linkedin.com/in/jowalter/  

This episode proposes best practices for CX leaders navigating the issue of large language model (LLM) hallucination. It was inspired by (1) conversations with several customer support and AI leaders, and (2) research on the recent failure by the chatbot used by the National Eating Disorders Association (NEDA).  To briefly summarize, CX leaders should: Distinguish between (1) the risk of LLM hallucinations that occur during normal usage, and (2) hallucinations that are intentionally triggered by angry customers or trolls. Address these two type of of hallucination in the contract, by shifting greater risk upon the AI vendor for the former, and less risk upon the AI vendor for the latter.Have conversations with senior leadership to ensure everyone is onboard to confront intentionally triggered hallucinations. Use cell phone verification via text message for chats that you suspect may be trying to trigger hallucination.Potentially use the discovery process allowed during litigation to clear a company's reputation in the event of intentionally triggered hallucination. This show is hosted by John Walter. He is the COO of ZMAXINC, which has been advising large brands on the selection of human agent outsource vendors for 27 years. Today the company also advises on the selection of AI vendors. John is also an attorney and a member of the AI, Big Data, and E-Privacy committees of the American Bar Association.To contact or follow John on LinkedIn, here is a link to his profile: https://www.linkedin.com/in/jowalter/To learn more about ZMAXINC,  here is a link to the company website:  https://www.zmaxinc.com/ 

Jeremy Hyde is the Director Of Customer Service at Sun Country Airlines. In this episode we talk about providing customer support in the airline industry. We also discuss how to identify the best agents to promote. Finally we discuss how to protect agent well-being when customers are verbally abusive.To follow Jeremy on LinkedIn, here is a link to his profile: https://www.linkedin.com/in/hydej/To follow John Walter on LinkedIn, here is a link to his profile: https://www.linkedin.com/in/jowalter/

The tendency of LLMs (like ChatGPT) to confidently state false information is among the greatest obstacles to using generative AI in customer support. Therefore, the path to delivering high-quality customer support at low cost requires overcoming LLM hallucination. The panelists are: Liz Tsai - MIT Graduate, HiOperator CEO and Founder, created HiQ: Fully automated customer support using genAI.Samir Sen - Standord Graduate, worked as an ML engineer at Apple before Co-founding Flair Labs, which is building tools for companies to leverage LLMs.Mike Murchison - Co-founder and CEO of Ada, an AI-native customer service automation company.Gregory Whiteside - CEO of Humanfirst, helping large enterprises fine-tune datasets, while categorizing and supervising the output of generative models.The moderator is John Walter, COO of ZMAXINC and host of the CX, AI, and Outsourcing Podcast. 

The net promoter system (NPS) has been an important method of measuring customer loyalty for the past two decades. But it was developed before the widespread use of big data and artificial intelligence. In this conversation with Jonathan Hawkins, CEO of Anthrolytics, we discuss how they use AI to predict both customer and call center agent behavior through analyzing existing operational data. Could their unique approach be a better method of measuring customer loyalty than NPS? Based this conversation, I think Anthrolytics has that potential. To learn more about Anthrolytics, here is a link to their website: https://www.anthrolytics.io/To connect with the guest, Jonathan Hawkins, here is his LinkedIn profile: https://www.linkedin.com/in/jonathan-anthrolytics/To connect with the host, John Walter, here is his LinkedIn profile: https://www.linkedin.com/in/jowalter/

Never underestimate the power of a handwritten note.  While people are bombarded with emails, LinkedIn messages, text messages, and push notifications every day, the average person only receives a few handwritten notes every year. But it's challenging to handwrite notes at scale due to the time it takes to write each one. That's where the robots come in.This episode is for useful for customer support leaders who are interested in incorporating handwritten notes into the customer experience.  This is also a useful episode for people in sales who are trying to cut through the clutter and reach customers.To learn more about SimplyNoted, here is a link to their website: https://simplynoted.com/To learn more about Rick Elmore, here is a link to his LinkedIn profile: https://www.linkedin.com/in/rick-elmore/To learn more about John Walter, here is a link to his LinkedIn profile: https://www.linkedin.com/in/jowalter/    

The transition to work from home was sudden and abrupt in 2020. More than three years into the WFH era, it is clear that work from home is here to stay, especially in the contact center industry. Sameer Maini is the CEO of Collaboration Room, which provides technology that allows contact center teams to more effectively collaborate in a work from home environment. Today's episode is a conversation about their company's technology and about work from home in the customer support industry in general.To learn more about CollaborationRoom, here is a link to the company website: https://collaborationroom.ai/To learn more about Sameer Maini, here is a link to his LinkedIn profile: https://www.linkedin.com/in/sameermaini/To learn more about John Walter, here is a link to his LinkedIn profile:https://www.linkedin.com/in/jowalter/

Cory Pinegar purchased Reach In 2016, at the age of 22. Reach is a BPO that specializes in serving dental practices. It has been named one of the fastest-growing companies by Inc. 500 and has been recognized repeatedly by the Salt Lake Tribune as one of the Best Places to Work. In 2021, Cory founded the remote staffing company Teem, which helps simplify hiring international talent. Teem allows businesses to circumvent domestic staffing issues and find qualified talent without worrying about complicated research to understand legalities and fair compensation. To learn more about Cory,  here is a link to his LinkedIn Profile: https://www.linkedin.com/in/cory-pinegar/Here are links to Reach (https://www.getreach.co/) and Teem (https://hireteem.com/)To learn more about John Walter, here is a link to his LinkedIn profile: https://www.linkedin.com/in/jowalter/

This episode is a conversation with Mark Slatin. He's the founder of EmpoweredCX, and the host of the Delighted Customer Podcast.  We talk about the net promoter score, change management, and artificial intelligence in the customer support industry.To learn more about Mark Slatin, here is a link to his LinkedIn profile: https://www.linkedin.com/in/markslatin/ Here's a link to Mark's Delighted Customer Podcast: https://open.spotify.com/show/67hea1Hnu0fFjMA6ZSKTkX?si=2dee6e5977364a78And here's a link to Mark's company, EmpoweredCX: https://www.empoweredcx.com/To learn about John Walter, here is a link to his LinkedIn profile: https://www.linkedin.com/in/jowalter/

Luminai has built technology that automates mundane tasks performed by agents. What is most amazing about their technology is that the machine learns to do tasks simply through observing them being performed.This significantly reduces average handle time and allows agents to focus on communicating with customers.Additionally, Luminai's founder is one of the world's most interesting and impressive individuals. Kesava holds the Guinness world record for solving the most Rubik's cubes in an hour, has biked across the silk road from turkey to China, and is recognized on Forbes 30 under 30 list.For your enjoyment, here is a video I found on YouTube of Kesava speed solving Rubik's cubes:  https://youtu.be/txu0VYXm4RQHere is Kesava setting the Guiness World Record for most Rubik's cube solutions in an hour:  https://youtu.be/LOCthsVvXa4And here is a YouTube video I found about Kesava riding a bike across the Silk Road: https://youtu.be/3r6kl_u4JSg

Join host John Walter for an insightful conversation with Swapnil Jain, CEO of Observe.AI. They dive deep into how artificial intelligence is revolutionizing customer support industry through data-rich insights and predictions.Key takeaways from this episode:Understanding how Observe.AI leverages AI to derive actionable insights from call center data, enabling businesses to enhance their customer support.Learning about Observe.AI's journey since its inception in 2016.Teasing a big announcement from Observe.AI that is coming soon.To learn more about Observe.AI, here is a link to its website: https://www.observe.ai/To follow Swapnil on LinkedIn, here is a link to his profile: https://www.linkedin.com/in/conversationintelligence/To follow John on LinkedIn, here is a link to his profile:  https://www.linkedin.com/in/jowalter/

This episode is a conversation with Sanjay Pai from Gnani. We talk about Gnani's technology for voice authentication, conversational AI, agent assist and how ChatGPT has influenced their business model.  We also discuss their approach to collaborating with BPOs.To learn more about Gnani, here is a link to their website: https://www.gnani.ai/To learn more about Sanjay Pay, here is his LinkedIn profile: https://www.linkedin.com/in/sanjay-pai-83ab293/To learn more about John Walter, here is his LinkedIn profile: https://www.linkedin.com/in/jowalter/  

SKUx enables companies to immediately send funds to customers in a manner that is immediate, secure, and controlled.  Once the customer's identify is verified, the customer receives a digital card, which can be saved in Apple Wallet or Google Wallet. This is a helpful tool companies can use to make things right with a customer when things go wrong. To learn more about SKUx, here is a link to their website: https://skux.io/To learn more about Doug Pursley, here is a link to his LinkedIn profile: https://www.linkedin.com/in/djpursley/ To learn more about John Walter, here is a link to his LinkedIn profile: https://www.linkedin.com/in/jowalter/

This episode is a conversation with Tim Hellman and Josh Viel from RDI, an impressive outsource provider with a long history.  We talk about the use of data analytics in their operations.  We also explore the current role of conversational AI in customer support and how it is complementary to outsourcing. To learn more about RDI, here is a link to its website: https://rdicorp.com/To connect with Josh Viel, here is a link to his LinkedIn profile: https://www.linkedin.com/in/joshviel/To connect with Tim Hellman, here is a link to his LinkedIn profile: https://www.linkedin.com/in/timhellmann/To connect with John Walter, here is a link to his LinkedIn profile: https://www.linkedin.com/in/jowalter/ 

Dive into the digital huddle with Douglas Kramon, the mastermind behind ESPN's Customer Care and Fan Support initiatives. In this riveting conversation, we're pulling back the curtain on the cutting-edge technology and innovative strategies ESPN uses to tackle customer support on a global scale. Kramon, who's at the helm of ESPN and ESPN+ customer care, shares an insider's perspective on the game-changing role of large language models, such as ChatGPT, in transforming customer support. We also call time-out to discuss data analytics in addressing real-time issues during live sports. Tune in for a front-row seat to the future of fan support!To follow Douglas Kramon on LinkedIn, you can find his profile here: https://www.linkedin.com/in/douglaskramon/To follow John Walter on LinkedIn, you can find his profile here: https://www.linkedin.com/in/jowalter/

The best customer support interaction is the one that never happens. That is because it is always best for customers to be able to easily and quickly solve problems on their own without ever having to reach out to customer service.  That's why I am excited about the work being done at Acrolinx to enable large companies to safely leverage large language model technology to generate vast amounts of high quality content.To learn more about Chris Willis, you can find him on LinkedIn here: https://www.linkedin.com/in/cpwillis/To learn more about Acrolinx, the company website is here:  https://www.acrolinx.com/To learn more about John Walter, you can find him on LinkedIn here: https://www.linkedin.com/in/jowalter/

Stanley Black & and Decker received the highest score for customer satisfaction in the Wall Street Journal's latest Management Top 250 ranking.  This episode is about how that was achieved.  It's a conversation with the company's Global Vice President of Customer Experience Transformation, Orlando Gadea.  We talk about:How to view customer support from a marketing perspective;The main purpose, and side benefits, of customer support; andStriking a balance between self-service, automation, and live-agent support.To learn more about Orlando Gadea, follow him on LinkedIn here: https://www.linkedin.com/in/orlandogadea/To learn more about John Walter, follow him on LinkedIn here:  https://www.linkedin.com/in/jowalter/ 

Join host John Walter as he dives deep into the groundbreaking development of GPT-4 passing the entire bar exam. Discover how this revolutionary technology is set to impact both the legal and customer support industries, and what this could mean for our future. Will it lead to radical transformations and winners and losers? Listen in to find out what you can do to stay ahead of the curve in this rapidly changing landscape.

Greg Reffner is the founder of Abstrakt. Their technology provides real time coaching for call-center agents.  The short term importance of this technology is that it significantly improves agent performance. It has shown to decrease agent ramp time by up to 63% and increase CSAT scores by up to 27%.  In the long term, I see this technology as being a steppingstone towards full customer service automation in the voice support context. You can find Greg Reffner on LinkedIn here: https://www.linkedin.com/in/gregreffner/ You can find John Walter on LinkedIn here: https://www.linkedin.com/in/jowalter/

Liz Tsai is pioneering a new approach to customer support.  Instead of providing a basic chatbot, or basic human agent outsourcing, she is blending the two together with her company HiOperator.  Imagine an outsource contact center that provides full conversational AI and human agent support, and does so on a cost per resolution model.  That is exactly what Liz is doing.On today's Episode we talk aboutLiz's fascinating background, which includes going to MIT at age 15, commodities trading, and going through the famous tech incubator Y-Combinator;How HiOperator blends AI and human agent support; andHow ChatGPT helps agents express empathy.To connect with Liz Tsai, you can find her on LinkedIn here: https://www.linkedin.com/in/liz-tsai-cx/To learn more about HiOperator, this is the website: https://www.hioperator.comTo connect with John Walter, you can find him on LinkedIn here: https://www.linkedin.com/in/jowalter/

While most BPO's have never heard of the social network “Discord,” Expivia Digital is tackling it head on.  They have invested in technology that allows them to effectively provide community moderation services on this unique platform. In today's episode we talk about:What Discord is;What NFTs are; andHow Expivia Digital is helping brands connect with their customers in this environment.To learn more about John Walter, follow him on LinkedIn here: https://www.linkedin.com/in/jowalter/To learn more about Tom Laird, follow him on LinkedIn here: https://www.linkedin.com/in/tlairdexpivia/To learn more about Expivia Digital, go here: https://expiviadigital.com

Simplr is a new type of BPO.  It blends AI and human agent support in a way that most BPOs would never consider.  I sincerely believe that BPOs that do not adopt a similar business model will start to lose chat, email, and SMS support clients in the near future.In this episode we talk about how AI is:Allowing shared agents to perform on par, or better than, traditional dedicated agents;Making attrition an irrelevant data point; andDrastically reducing the cost of digital (email, chat & SMS) support while providing a superior customer experience.To learn more about John Walter, you find him on LinkedIn here: https://www.linkedin.com/in/jowalter/To learn more about Daniel Rodriguez, you can find him on LinkedIn here: https://www.linkedin.com/in/drodriguez4/

In this episode of the CX, AI, and Outsourcing podcast, John Walter, an attorney and outsourcing advisor, explains how artificial intelligence (AI) will impact the customer support industry in the coming decade. He draws parallels between the fate of companies in the industry and the stories of Blockbuster, Netflix, and Dillard's. Walter argues that the failure of Blockbuster to adapt to changing customer preferences and technological advancements was due to the loss of its entrepreneurial spirit, which resulted in prioritizing short-term financial gains over customer satisfaction. In contrast, Dillard's success can be attributed to the owners' long-term commitment to serving customers well.Key topics discussed in the podcast include:The impact of AI on the customer support industry over the next decade;The importance of maintaining an entrepreneurial spirit to prioritize customer satisfaction over short-term financial performance; andThe success of companies, like Dillard's, that prioritize serving customers well.

Chris Comai has decades of experience helping companies drive efficiency and improve customer experience through through the use of automation in customer support. In this episode we talk about:How companies should view  artificial intelligence as a customer support agent that is part of a hybrid workforce alongside humans;How a customer should never have more knowledge about his or her relationship with the company than the employee on the phone; andHow a hybrid (AI/human) workforce saves costs and improves customer experience.To learn more about Chris Comai, follow him on LinkedIn at: https://www.linkedin.com/in/christopher-comai  To learn more about John Walter, follow him on LinkedIn at: https://www.linkedin.com/in/jowalter/ 

Brian Jeppesen is the Director of Contact Center Operations at Landry's, a restaurant, hotel, and casino conglomerate that includes more than 600 locations represented under dozens of brands.  To see the full list of brands, check out the corporate website here: https://www.landrysinc.com/brand-listing?distance=10&id=aae607c0a32b4884950681164dc8cab4In 2020, Landry's faced surging demand from customers when COVID-19 restrictions were lifted.  At the same time, a labor shortage made it difficult to recruit sufficient staff to handle all inbound calls.  As abandonment rates began to skyrocket, Brian turned to Conversational AI (CAI) for help.  In this episode we talk about:The main factors that caused Landry's to choose PolyAI as its CAI provider;Landry's use-cases and containment rate with CAI; How CAI helped cut attrition in half in Landry's call center; andFuture uses of CAI in the customer support industry.To learn more about Brian Jeppesen, follow him on LinkedIn at: https://www.linkedin.com/in/brian-jeppesen To learn more about John Walter, follow him on LinkedIn at: https://www.linkedin.com/in/jowalter/ 

Omnichannel support enhances the customer experience and reduces costs. This creates a positive impression of your brand, increases customer satisfaction, and builds customer loyalty.This podcast is a conversation about these topics with Jennifer Ashman, Principal of CX Amplified.In this episode we talk about:How journey maps offer a holistic view of customer experience and enable customer-centric business operations;Why tailored interactions improve customer experience; andHow omni-channel support elevates experience and saves costs through efficient issue resolution.To learn more about Jennifer Ashman, follow her on LinkedIn at: https://www.linkedin.com/in/jennifer or visit her website CX Amplified at: http://cxamplified.com/To learn more about John Walter, follow him on LinkedIn at: https://www.linkedin.com/in/jowalter/ 

One key ingredient to providing an excellent customer experience is to provide an excellent employee experience.  One way companies can improve the quality of life among their employees is to allow flexible schedules.  This is also good for the company because it reduces absenteeism and turnover.  This podcast interviews Lauren Wilson, CEO and founder of ImIn.In this episode we talk about:The strong correlation between employee loyalty and customer loyalty;How enhancing the quality of the customer service environment can significantly improve customer satisfaction; andWhy addressing absenteeism while offering workforce flexibility can lead to a more engaged and productive workforce.To learn more about Lauren Wilson, follow her on LinkedIn at: https://www.linkedin.com/in/lauren-wilsonTo learn more about John Walter, follow him on LinkedIn at: https://www.linkedin.com/in/jowalter/

AI has the ability to drive tremendous efficiency in customer support operations.  Meanwhile, many BPO's are reluctant to embrace this efficiency because it erodes revenue by decreasing billable work.  This is creating a recipe for industry disruption as AI companies are now launching their own BPOs.This podcast interviews Chris Crosby, the founder of the Xaqt and InflectionCX.In this episode we talk about:The reasons why many traditional BPOs are hesitant to embrace AI technology;The strategic advantages for BPOs that develop their own AI technology; andThe various AI tools Chris is developing and deploying in BPO operations.To learn more about Chris Crosby, follow him on LinkedIn at: https://www.linkedin.com/in/chriscrosby/To learn more about John Walter, follow him on LinkedIn at: https://www.linkedin.com/in/jowalter/

The purpose of this show is to help companies overcome the biggest obstacles to excellent customer support (cost, difficulty of measurement, and delayed financial reward).  This is accomplished through learning from CX thought leaders, understanding the role of artificial intelligence, and gaining insight on outsourcing trends.