Podcasts about csat

Ruth O'Brien, Senior Director of AI Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into Fin Procedures – a powerful new way for Fin AI Agent to handle complex, multi-step queries. Hear how Intercom's own support team is using Procedures in practice, and the impact customers are seeing so far – from higher resolution rates to improved CSAT.Learn more about Procedures here: https://fin.ai/proceduresWatch this episode on YouTube:Follow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/decivory/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

ISV leaders from Automation Anywhere, DataVisor, and Sumo Logic share battle-tested strategies for deploying AI agents at scale, including pricing models, proof of concepts and ROI.Topics Include:Panel brings together ISV leaders from automation, fraud detection, and security operations.Companies rethinking entire business processes rather than automating incremental portions with agents.Start with immutable data before tackling real-time changing data in production.Intent for change must come from board, CEO, and customers simultaneously.Challenge: proving agent value beyond CSAT when internal teams block deployment.Sumo Logic measures Mean Time to Resolution, aiming to cut hours to zero.DataVisor cuts fraud alert resolution from one hour down to twenty minutes.Customers demand reliability as workflows shift from deterministic to probabilistic agent decisions.Automation Anywhere spent three years making every platform component fully agent-ready.Focus on business outcomes, not chasing every new model release each week.Human oversight still critical—agents are task-oriented and prone to hallucinations and drift.Humans validate agent findings, then let agents scale actions across hundreds instances.Pricing experiments range from platform-plus-consumption to outcome-based to decision-event models.Token pricing doesn't work due to varied data modalities and complexity.Next two quarters: more POCs moving to production with productive agents deployed.Future prediction: enterprise apps becoming systems of knowledge powered by MCP protocol.Participants:Jay Bala - Senior Vice President of Product, Automation AnywhereKedar Toraskar – VP Product Partnerships, DataVisorBill Peterson - Senior Director, Product Marketing, Sumo LogicJillian D'Arcy - ISV Senior Leader, Amazon Web ServicesSee how Amazon Web Services gives you the freedom to migrate, innovate, and scale your software company at https://aws.amazon.com/isv/

Behind the Screen: The Impact of Cyberbullying on Adolescents and Teens Evaluation and Credit:  https://www.surveymonkey.com/r/medchat83 Target Audience             This activity is targeted toward primary care physicians and advanced providers. Statement of NeedThis will be a two-part podcast that will focus on the psychological effects of cyberbullying and AI companions. This will be specific to adolescents and teens. As a result of the growing prevalence in digital engagement, a by-product has been cyberbullying. The psychological effects of cyberbullying are unique in that they differ from traditional bullying due to the anonymity and permanence. Additionally, with the growing popularity of AI companions a second podcast will address this topic. Both podcasts will address the psychological effects and provide tools for providers to use to screen for subtle signs as well as resources. Objectives  Define cyberbullying and distinguish its varying levels of severity. Describe the psychological effects of cyberbullying and differentiate its impact from traditional bullying in pediatric populations. Identify clinical indicators, behavioral signs and psychosocial cues that may suggest that a patient is a victim of cyberbullying. Moderator Mark McDonald, M.D., MHA, CPE System Vice President Pediatric Medical Affairs Norton Healthcare Medical Director, Norton Children's Professor, University of Louisville School of Medicine Department of Pediatrics Division of Pediatric Critical Care SpeakerMichael Eiden, PhD, LCSW, LCADC, CSAT, CCS Licensed Clinical Social Worker Licensed Clinical Alcohol and Drug Counselor Certified Sex Addiction Therapist Certified Clinical Supervisor Board Certified Sex Therapist EMDR Trained Eiden Integrative Counseling   Planner and Moderator Disclosures  The planners, moderator and speaker of this activity do not have any relevant financial relationships with ineligible companies to disclose. Commercial Support There was no commercial support for this activity.  GrantThis episode is supported by a grant from the Kentucky Medical Association's ‘Small STEPS, Big Impact' campaign, a two-year initiative that encourages patients to achieve long-term success through taking simple steps that can add up to make a big impact on their health. The campaign focuses on five key areas (screenings, tobacco use, exercise & nutrition, physician visits and stress) and offers straightforward strategies and support for patients. It is a partnership between the KMA and its charitable arm, the Kentucky Foundation for Medical, made possible by a grant from the Kentucky Department for Public Health. For more information, visit SmallSTEPSKy.org.     Physician Credits Accreditation Norton Healthcare is accredited by the Kentucky Medical Association to provide continuing medical education for physicians. Designation Norton Healthcare designates this enduring material for a maximum of .50 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensurate with the extent of their participation in the activity. Nursing CreditsNorton Healthcare Institute for Education and Development is approved as a provider of nursing continuing professional development by the South Carolina Nurses Association, an accredited approver by the American Nurses Credentialing Center's Commission on Accreditation. This continuing professional development activity has been approved for 0.50 ANCC CE contact hours. In order for nursing participants to obtain credits, they must claim attendance by attesting to the number of hours in attendance.     For more information related to nursing credits, contact Sally Sturgeon, DNP, RN, SANE-A, AFN-BC at (502) 446-5889 or sally.sturgeon@nortonhealthcare.org. Social Worker CreditsThis activity will provide .50 hours of required continuing education units. National Association of Social Workers, Kentucky Chapter (NASW-KY) is an approved provider for social work credits through the Kentucky Board of Social Work. NASWKY#06/30/25. For information about social worker credits, please send an email tocme@nortonhealthcare.org.   Resources for Additional Study/References Internet Addiction Assessment (IAA) https://psychology-tools.com/test/internet-addiction-assessment Parent Tools – Operation Parent https://www.operationparent.org/ Parent Tools – Children and Screens https://www.childrenandscreens.org/ Adverse Childhood Experiences and Early Adolescent Cyberbullying in the United States https://pubmed.ncbi.nlm.nih.gov/36443937/ Social Epidemiology of Early Adolescent Cyberbullying in the United States https://pubmed.ncbi.nlm.nih.gov/35840085/   SmallSTEPSKy.org   Date of Original Release | Oct. 2025; Information is current as of the time of recording.  Course Termination Date | Oct. 2027 Contact Information | Center for Continuing Medical Education; (502) 446-5955 or cme@nortonhealthcare.org   Also listen to Norton Healthcare's podcast Stronger After Stroke. This podcast, produced by the Norton Neuroscience Institute, discusses difficult topics, answers frequently asked questions and provides survivor stories that provide hope. Norton Healthcare, a not for profit health care system, is a leader in serving adult and pediatric patients throughout Greater Louisville, Southern Indiana, the commonwealth of Kentucky and beyond. More information about Norton Healthcare is available at NortonHealthcare.com.

At WebexOne, John Ortiz, Technology Sales Manager at MiaRec, joined Doug Green, Publisher of Technology Reseller News, to discuss how MiaRec is using AI to reshape the way businesses analyze and improve their customer interactions. MiaRec's platform leverages large language model (LLM) technology to deliver insights across three key use cases: Automated QA: Using AI to review and score 100% of customer interactions, ensuring that agents meet performance and compliance standards while eliminating the limitations of manual quality assurance. CX Intelligence: Automatically generating metrics such as customer satisfaction (CSAT), net promoter score (NPS), effort scores, and churn risk, giving companies a real-time understanding of customer sentiment and retention trends. Revenue Intelligence: Tracking sales opportunities and performance metrics across calls — including upsell and cross-sell effectiveness, objection handling, and missed revenue potential — to help managers identify top performers and training needs. Ortiz emphasized that the platform's customizable LLM framework allows businesses to extract any metric they need, regardless of industry or use case. “Every customer we get has different goals,” Ortiz said. “Having the flexibility to extract custom insights is absolutely key.” MiaRec integrates seamlessly with leading communication platforms such as Webex Calling, Webex Contact Center, RingCentral, NICE, Five9, and Twilio, while remaining platform-agnostic for clients with mixed environments. To learn more, visit www.miarec.com.

Internal communication is broken. Most CX and leadership teams rely on outdated methods — long slide decks, endless trainings, and metrics that don't drive action. In this episode, Ben Phillips, founder of CX Alive!, explains how to transform the way your business communicates. Drawing on two decades in customer experience and leadership, Ben breaks down why short-form, authentic content — like internal vodcasts and micro-videos — builds clarity, connection, and alignment faster than PowerPoints or all-hands meetings ever could. We cover:✅ How to make your CX strategy relatable and actionable✅ The biggest communication gap between leadership and frontline teams✅ How to communicate effectively with Gen Z employees✅ Why podcasts and vodcasts are the future of internal engagement✅ Why NPS and CSAT are outdated metrics — and what to measure instead If you're looking to improve employee engagement, CX performance, or team alignment, this conversation will change how you think about communication, storytelling, and measurement inside your organization. #InternalCommunication #CXLeadership #CustomerExperience #EmployeeEngagement #CXStrategy #BusinessCommunication #LeadershipDevelopment #GenZAtWork #Vodcasting #StorytellingAtWork Connect with Ben at:Cx-alive.comBen Phillips LinkedIn Key Moments: 0:00 Who is Ben Phillips and what is CX Alive!4:00 How to communicate effectively with Gen Z employees9:44 How business communication is changing12:50 How to tell better stories22:00 Why you only have 8 seconds to capture attention24:00 Why podcasts and vodcasts work so well for businesses31:00 Is NPS still relevant in 2025?34:44 What are the best metrics to track in CX?37:59 Are customer surveys still relevant?41:11 AI in CX: what's hype vs. what's real48:24 How to build a team that understands the “why”51:28 Three words that separate good content from great –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

“Asynchronous messaging respects customers' time—and when you meet people where they already are, CSAT, revenue, and retention follow.” — Gareth Bray, Premier CX Gareth Bray, Business Development Director at Premier CX, joined Doug Green, Publisher of Technology Reseller News, to discuss how WhatsApp is becoming an essential business channel worldwide. Premier CX, originally known for IVR audio and FAQ videos, now leads organizations through a “zero to amazing” journey on WhatsApp, helping them design, integrate, and scale conversational experiences. Bray explained why WhatsApp is booming: Global adoption — >90% of consumers in India & Brazil already use it to talk to businesses; Europe and the U.S. are rapidly following. Convenience — Asynchronous messaging beats long hold times and tethered web chats. Trust — WhatsApp sits alongside family and friends, making it highly personal and effective. The results are clear: companies report higher productivity, lower costs, stronger CSAT, and increased sales and retention. Bray shared examples from retail and utilities where WhatsApp journeys cut handle time, empowered customers, and improved outcomes for all parties. Bottom line: Just as websites once became essential, WhatsApp is the next wave of customer engagement—and businesses that delay risk being left behind. Learn more and try Premier CX's WhatsApp demo at premiercx.co.uk.

Text us your questions and thoughts!We're excited to welcome Linda Lipovetsky, Senior Principal Customer Advocacy Manager at Unqork, whose career journey demonstrates that landing your dream role is less about polished résumés and more about delivering value, embracing radical transparency, and showing up where it counts. From a pandemic hackathon with her 10-year-old son to a gutsy LinkedIn pitch that opened the door to Unqork, Linda's story is a masterclass in building opportunity through courage and creativity.As she shares, her “operating system” is radical transparency—oversharing by design (within confidentiality) to break down silos, speed decisions, and help customers plan with the truth. No euphemisms, no carefully massaged answers—just candor that builds trust and accelerates outcomes.In this episode, we discuss:How to network into companies by creating a visible impact Self-advocacy strategies that feel naturalWhy traditional metrics like NPS and CSAT fall short (and which signals truly predict renewal and customer trust)How CS and Advocacy can claim a bigger seat at the tableThe realities of remote work, energy management, and why staying close to technology gives you long-term career liftReady to rethink how you advocate for yourself, your customers, and your career? This episode is packed with practical strategies you can start applying today—so tune in and enjoy!

What if you could finally prove that emotions, not just price or product features, are the real drivers of revenue, retention, and revenue growth? Too many leaders know their teams create powerful emotional connections, yet they're told “emotion is a soft skill” by the very people who control the budgets. That disconnect leaves organizations stuck defending their work instead of proving its true impact. In this episode, Stacy Sherman changes that conversation. She explains why legacy metrics like CSAT and NPS fall short, and how companies like translate small emotional gestures into massive financial results. More importantly, she shares a clear framework that shows leaders exactly how to measure emotional ROI and three practical steps you can take this week. By the end, you'll see why emotion isn't a soft skill; it's the new currency of customer experience and the most strategic advantage your business has. Learn more at   Book time with Stacy Sherman through this   Listen to HBC full episode  

Killing the Golden Goose — Why Tinkering Hurts (and How to Stop)Ever “improved” your business and watched revenue dip? This episode is about the Tinker phase—when a little success gives you a little freedom…and you accidentally starve the golden goose that got you here. I unpack the three ways owners drag healthy businesses down:Fiddling for “better.” Endless tweaks to offers, pricing, scripts, and schedules without evidence. Fix: install a change discipline—a monthly change window, small A/B tests, a simple decision log, and a weekly dashboard (leads, show/close rate, ARPU, churn, CSAT).Neglect via distraction. A shiny side project steals your best hours while the core engine slows. Fix: a Minimum Care Plan—a daily Owner's Power Hour (one growth action before anything else), a crisp scorecard cadence, 10-minute SOPs for recurring tasks, and one Primary-in-Command with clear escalation thresholds.Blowing it up. Panic leads to firing staff, scrapping models, or rebranding from scratch. Fix: a 30–60–90 recovery—stabilize, repair what worked, then improve surgically (one test at a time).You'll leave with a practical cadence to keep speed, protect consistency, and grow without self-sabotage—plus three quick actions to run this week: schedule a monthly change window, add a daily Power Hour, and pick one metric to protect every Friday.Connect with Chris Cooper:Website - https://businessisgood.com/

Dronele, doborâte la ordinul comandantului misiunii (DW) - Coaliția, între presiunea electoratului, măsuri nepopulare și lupte interne. „Ei știu clar că orice instabilitate duce AUR la un procent și mai mare” (Adevărul) - Nu se va putea pe banii europenilor și cu oamenii rușilor (SpotMedia) - Plaha – thrillerul politic care le aduce aminte moldovenilor, înainte de alegeri, cine a tras sforile la Chișinău în ultimii 30 de ani (Europa Liberă) Dronele, doborâte la ordinul comandantului misiunii (DW) CSAT a stabilit protocolul de reacție în cazul unei încălcări a spațiului aerian al României. Distrugerea este soluția de ultimă instanță, a precizat ministrul Apărării. Președintele Dan a convocat CSAT după ce, în urma mai multor incidente aeriene provocate de Rusia în Polonia, România și Estonia, Alianța Nord-Atlantică a anunțat lansarea operațiunii militare ”Santinela Estică”, o misiune flexibilă de supraveghere și protecție a granițelor de răsărit ale NATO în absența unor ”desfășurări fixe” și prin rotirea resurselor în funcție de amenințările punctuale, reamintește DW. Pe de altă parte, președinta Comisiei Europene, Ursula von der Leyen, a vorbit și despre un așa-numit ”zid de drone” care va trebui construit pentru a contracara provocările și atacurile Rusiei și un sistem de supraveghere a flancului estic. Măsurile militare discutate la nivelul celor două mari organizații euro-atlantice vizează și un echilibru financiar: se caută soluții pentru a evita recursul la arme prea costisitoare pentru eliminarea mult mai ieftinelor aparate de zbor autonome.   Cele trei scenarii aflate pe masa lucru a Coaliției pentru „reforma” administrației publice locale: de la forma radicală a lui Bolojan la varianta „îndulcită” a PSD (Libertatea) Așa-zisă reformă a administrației publice, în condițiile în care ținta este doar eficientizarea în teritoriu prin concedieri, este tergiversată de aproximativ o lună, iar în prezent Coaliția are trei variante de lucru, care ar putea însemna fie 13.000 de disponibilizări, fie doar în jur de 6.500. Al treilea scenariu este cel avansat de UDMR, potrivit informațiilor Libertatea. Președintele Kelemen Hunor chiar a vorbit public de posibiliatea ca disponibilizările să fie de 7-8% din numărul total de posturi ocupate, în timp ce 2-3% să reprezinte o mai bună drămuire a banului public prin reducerea unor bani de la oprirea investițiile nenecesare, carburant, întreținere etc. Practic, numărul concedierilor ar fi unde de aproximativ 10.000. Sursele Libertatea, inclusiv cele din partidul lui Ilie Bolojan, văd varianta înaintată de UDMR ca pe cea mai acceptabilă și cu cele mai mare șanse de reușită, pentru că reușește și să dea un exemplu prin reducerea cheltuielilor publice în UAT-uri unde au fost angajări excesive, dar nici să nu afecteze sistemic întreaga administrație publică.   Coaliția, între presiunea electoratului, măsuri nepopulare și lupte interne. „Ei știu clar că orice instabilitate duce AUR la un procent și mai mare” (Adevărul) Măsura prelungirii plafonǎrii prețurilor la alimentele de bază a fost luată la insistențele PSD, după un compromis făcut de Ilie Bolojan. Măsurile privind reforma administrației stagnează, iar decizia CCR pe tema pensiilor magistraților poate sa șubrezească stabilitatea Guvernul. Mai mult, criticile constante dintre partidele care formează Coaliția tensionează colaborarea din interiorul Executivului. Cu toate astea, atrag atenția analiștii, PSD, PNL și USR și UDMR trebuie sǎ mențină, împreună, stabilitatea țării. Profesorul Radu Carp subliniază că „atâta vreme cât AUR e undeva la 35-40%, coaliția este nevoită să lucreze împreună. Ei știu clar că orice instabilitate duce AUR la un procent și mai mare”. Analistul politic Ion M Ioniță, redactor-șef Historia, subliniază că actuala coaliție nu poate funcționa perfect, însă adoptarea a două pachete de măsuri fiscal-bugetare în Parlament cu asumarea răspunderii Guvernului arată că cele patru partide, deși diferite și într-un moment greu pentru guvernare, pot să ajungă la consens. Integral în ziarul Adevărul.   Nu se va putea pe banii europenilor și cu oamenii rușilor (SpotMedia) Acei oameni politici care au trecut la dreapta oligarhilor, la dreapta președinților pro-ruși, dacă vă spun că sunt pro-europeni, nu-i credeți, nu sunt pro-europeni, vor face din Republica Moldova o nouă Georgia. Federația Rusă știe că acum este ultima șansă de a opri integrarea europeană a Republicii Moldova. Mai mult, cu o Moldova pro-rusă, Rusia ar putea face mult deranj în Ucraina. Dacă în Republica Moldova am avea un guvern care nu ar respecta reguli europene, nu ar respecta legi europene, nu ar respecta valori europene, atunci Uniunea Europeană nu va mai avea legal posibilitatea de a ajuta Republica Moldova, avertizează europarlamentarul Siegfried Mureșan (PNL/PPE), într-un interviu acordat Spotmedia, pe tema alegerilor de duminică, din Republica Moldova.   Plaha – thrillerul politic care le aduce aminte moldovenilor, înainte de alegeri, cine a tras sforile la Chișinău în ultimii 30 de ani (Europa Liberă) Un serial puternic inspirat din evenimentele care au traumatizat Republica Moldova în ultimii treizeci de ani face furori la Chișinău înaintea alegerilor parlamentare vitale de pe 28 septembrie. Cum a apărut „Plaha” și de ce acum? Europa Liberă a vorbit cu regizorul Igor Cobileanski și cu doi dintre actorii principali – ambii români. Serialul TV prezintă ascensiunea oligarhului moldovean Vladimir Plahotniuc, unul dintre personajele care au influențat cel mai mult Republica Moldova în deceniile de după prăbușirea Uniunii Sovietice. A costat peste 30 de milioane de lei moldovenești (în jur de 1,6 milioane de euro), spun producătorii. Serialul are 10 episoade. Este disponibil și pe YouTube.

Send us a textIn this episode we interview Katie Hickey, Senior Director of Revenue and Growth Marketing at Dscout. What you'll learn in this episode:How to spot potential ambassadors using CSAT, NPS, and product usage signals—and why “beta participants” are gold.Practical asks that turn happy users into public advocates: webinars, testimonials, case studies, and referral stories.Smart incentives that respect the ask: swag, conference tickets, or gift cards—used thoughtfully and sparingly.A playbook for partnering with your CS team without stepping on toes by elevating customers as subject-matter experts.Ways to track and activate “past power users” at new companies using tools like UserGems within your ABX motion.How to build a community that actually engages: curated VIP channels, intimate meetups, and aligned content themes.Using community and intent signals (Slack chatters, blogs, webinars) to guide sales follow-ups and demo narratives.Techniques for coaxing real stories from customers—collaborative talk tracks that place them at the center.

Voice AI is having a breakthrough moment. With large language models delivering unprecedented understanding and next-gen text-to-speech achieving near-human fidelity, the possibilities for immersive, scalable, and personalised customer experiences are greater than ever.We're joined by Andrei Papancea (CEO & Co-Founder, NLX) and Kylan Gibbs (CEO & Co-Founder, Inworld), who break down how their companies are working together, making studio-quality voice experiences accessible to developers and enterprises at scale.The conversation traces how voice technology has progressed from basic assistants to today's lifelike AI voices. We also discuss the shift from brand voices to brand personalities, and how voice experiences can be tailored to different demographic segments and eventually to individual users.This episode is brought to you by NLX.NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX's patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand's digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.Show notesLearn more about InworldKane Simms on LinkedInDiscover VUX ConsultingTake the updated AI Maturity AssessmentSubscribe to VUX WorldSubscribe to The AI Ultimatum Substack Hosted on Acast. See acast.com/privacy for more information.

Comandantul misiunii decide doborârea dronelor sau avioanelor militare care încalcă spațiul aerian al României. Precizarile vin dupa sedinta CSAT de astazi. Consiliul s- a intrunit dupa ce in urma cu aproape doua saptamani o drona ruseasca a survolat spatiul nostru aerian aproximativ 50 de minute iar autoritatile romane au decis sa nu o doboare.       Grecia l-a extrădat pe fostul politician şi om de afaceri Vladimir Plahotniuc, pentru a răspunde acuzaţiilor că ar fi fost implicat în sustragerea unui miliard de dolari din sistemul bancar moldovenesc El a fost reținut și plasat în Penitenciarul nr. 13 din Chișinău. Extrădarea are loc cu câteva zile înainte de alegerile parlamentare din Republica Moldova, considerate cruciale pentru viitorul tarii.   Nicolas Sarkozy a fost condamnat la cinci ani de închisoare pentru „conspirație criminală” Iar Nicolas Sarkozy a fost condamnat la Paris pentru conspirație criminală, fiind acuzat că ar fi acceptat finanțare ilegală pentru campania electorală din partea fostului lider libian Moamar Gaddafi. Fostul presedinte a fost achitat de acuzațiile de deturnare de fonduri publice și corupție.

Description/ShownotesWhat if your company could launch its first AI agent in just two weeks? That's exactly what Mollie Bodensteiner, SVP of Operations at Engine, accomplished — and the results are game-changing: $2M in projected annual savings, a 67% lift in sales rep productivity, and CSAT scores above 90%. Mollie shares the real story of implementing AI at scale, why ruthless prioritization matters, how to avoid the “Frankenstack” trap, and why AI should be seen as a growth enabler, not a cost-cutting exercise. Whether you're leading a small team or scaling globally, Mollie's practical playbook will help you cut through the noise, drive adoption, and build AI solutions that stick. Tune in to hear how Engine's agile approach turned imagination into execution—and why trust, people, and culture are still the ultimate differentiators. Key Moments: 00:00 AI Philosophy & Common Challenges02:44 Ruthless Prioritization and AI Rollout08:04 Mollie Bodensteiner's Background and Engine's AI Journey14:40 AI Implementation and Customer Experience Impact28:07 AI Agents in Sales and Coaching34:48 AI in Professional Training and Education38:06 Human-AI Collaboration and Adoption Challenges48:34 Ensuring AI Quality and Risk Management51:45 Choosing and Evaluating AI Tools01:00:54 Underhyped AI Applications01:03:00 Lightning Round  –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this episode of SaaS Fuel, host Jeff Mains welcomes Jonathan Mast, a pioneering AI educator, digital strategist, and founder of one of the fastest-growing AI-focused online communities. Together, they unpack how artificial intelligence is revolutionizing productivity, streamlining operations, and empowering both leaders and teams across SaaS and B2B businesses. The conversation focuses on AI as an amplification tool—making experienced people even more valuable—and delivers practical, no-hype insights for founders seeking scalable efficiency. Jonathan delves into the real-world ways AI can give companies a competitive edge, from customer support and sales enablement to operations and hiring.Key Takeaways[00:00:00] AI as The Ultimate Assistant:Good salespeople are now augmented by AI tools, making information and CRM capabilities accessible anywhere—speeding response, shortening sales cycles, and enabling closing deals faster.[00:11:17] AI Amplifies Experience:AI doesn't replace people; it increases their productivity and ability to deliver value, allowing businesses to do more with the same (or fewer) staff while opening new growth opportunities.[00:17:08] Tool-Agnostic Approach:Success with AI isn't about picking the perfect tool—ChatGPT, Gemini, Copilot, or others all provide value. It's about using what you have to get reliable results right now.[00:18:52] Quick Wins > Transformation:Start by identifying monotonous, “red light” tasks for AI to tackle. Small time savings (e.g., drafting SOPs, professional emails) quickly add up, freeing leaders to work ON the business.[00:35:15] Personalization in Sales and Marketing:AI empowers personalized targeting and messaging at scale, making sales reps more effective and enabling much faster sales cycles.[00:38:01] Sentiment Analysis for Better Support:AI-driven sentiment analysis delivers consistent, objective insights into customer emotions—improving CSAT, retention, and allowing automation of key support processes.Tweetable Quotes"AI doesn't replace experience—it amplifies it. The more seasoned your team, the more powerful the results." — Jonathan Mast"Stop looking for the perfect AI tool. Use what you have—what matters is the value it delivers today." — Jonathan Mastt"Start by giving AI your most dreaded, repetitive tasks. Those 5-10 minute wins stack up faster than you think." — Jonathan Mast"AI empowers us to deliver more value, make more money, and save time—all at once." — Jonathan Mast"Personalization at scale is now possible. AI lets sales and marketing speak to one, not thousands." — Jonathan Mast"To scale efficiently, don't try to plan every step. Let quick wins with AI reveal new opportunities and excitement." — Jonathan MastSaaS Leadership LessonsAdopt AI as a Collaborative Partner:View AI as an “amplifier” that helps you and your team excel, rather than as a replacement.Start Simple—Avoid Overwhelm:Focus AI integration on repetitive, low-value “red tasks” before tackling complex automation.Prioritize Speed of Implementation:Rapid execution using AI enables compounding results—don't wait for perfection to start.Empower Teams Over Replace Them:AI frees people from busywork, unlocking time for strategic, high-impact initiatives.Stay Practical, Not Hype-Driven:Ignore the constant flood of AI news and focus on proven tools and tactics for your business...

Navigating today's uncertain business landscape means balancing what's behind us with what's ahead. In this episode, we explore how CX leaders can use leading indicators to predict satisfaction while relying on lagging metrics to evaluate performance.Rather than collecting more data, it's about collecting the right data—spotting early signals in engagement patterns, service inquiries, and employee feedback before they show up in CSAT or NPS. We also look beyond internal data to market trends, competitor activity, and global behavior shifts to understand evolving customer expectations.As technology—and customer access to AI—advances, the information gap is shrinking. CX leaders must rethink how they deliver value in this new reality. By blending historical insights with forward-looking indicators, we can move from reporting what happened to shaping what happens next.What signals are you watching for in your business?Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

In this episode of Betrayal Recovery Radio, Dr. Jake Porter and Carol Sheets discuss the complexities of infidelity and its distinction from compulsive sexual behavior. They explore the emotional impact of betrayal on relationships, the importance of rebuilding trust and values, and the role of empathy in the healing process. The conversation also delves into post-traumatic growth, emphasizing how couples can emerge stronger from their experiences. Practical tools and strategies for couples navigating recovery are shared, highlighting the importance of gratitude and meaningful connections in the healing journey.Carol Juergensen Sheets, ACSW, LCSW, CSAT, CCPS-C, PCC is a highly regarded social worker, personal life coach and a renowned self-help author who brings a variety of experiences to her clients and readers including having worked in schools, hospitals and in mental health for over 40 years. She has worked for 4 decades facilitating thousands of groups for women and teens. Additionally, Carol has devoted the last 2 decades to helping men and women manage their sex addiction and helping betrayed partners work through the trauma of sexual and relational betrayal. She is a well respected sex and relationship therapist to individuals and couples across the country and beyond. Carol completed her master's degree at the honorable institution, Indiana University School of Social Work. She is currently facilitating popular workshops on relationships both statewide and nationally. Carol does annual workshops for the International Institute for Trauma and Addiction Professionals. She is also a revered trainer for the Association of Partners of Sex Addicts Trauma Specialists and is a consultant for clinicians and coaches for APSATS. Carol believes in teaching people how to live their best lives in romance and in life in general.Links:⁠http://apsats.org⁠⁠http://drjakeporter.com/breakingbarriers⁠Find more on Carol:https://sexhelpwithcarolthecoach.comCarol's books!This podcast is intended for educational and entertainment purposes only. It is not a substitute for professional mental health counseling, therapy, or medical advice. All views and opinions expressed by the hosts, guests, or participants are their own and do not necessarily represent the official views, policies, or positions of APSATS. APSATS does not endorse any specific treatments, interventions, or advice discussed in the podcast. Listeners should seek their own professional guidance for personal health concerns.

Nicole Kyle, Managing Director and Co-Founder of CMP Research joins Gadi Shamia, CEO and Co-Founder of Replicant, to bust five of the biggest myths holding customer service back, from automation anxiety to the illusion of human-only personalization. This episode is your cheat sheet for what's actually changing in the contact center, and what still needs to be done.In this episode:Why 50% automation by 2028 isn't a stretch, it's already happeningThe future of work in CX: fewer Tier 1 agents, more AI coaches and analystsWhy personalization doesn't require a human and often works better without oneWhy effort score is replacing CSAT and NPS at leading brandsWhat “good” looks like in an AI-augmented contact center

So you're in recovery AND you're dating...how much should you share with a significant other about your recovery? What does it look like to share in an effective way?Today on The Faithful & True Podcast, Dr. Greg Miller & Jim Farm, LMFT, CSAT share how you can navigate the complexities of dating while in recovery. Subscribe to our YouTube channel:   - https://bit.ly/FaithfulandTrueAttend a Workshop Experience:   - For Men - https://bit.ly/MensJourneyWorkshop   - For Women - http://bit.ly/WomensJourneyWorkshop   - For Couples - http://bit.ly/CouplesIntensiveWorkshopContact us:   - https://faithfulandtrue.com/   - info@faithfulandtrue.com   - 952-746-3880Dr. Mark Laaser, M.Div., Ph.D., was considered one of the Christian leaders in the field of sex addiction before his death in September 2019. Mark, together with his wife, Debbie Laaser, MA, LMFT, have shared their 32 years of personal experience in sexual addiction recovery with thousands of individuals and couples through their work and resources at Faithful & True.The Faithful & True 3-Day Intensive Workshops continue to transform lives, rebuild trust, and help heal marriages.Send us a text

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In this powerful conversation, therapist Adam Nisenson, LMFT, CSAT, opens up about the often-ignored reality of men navigating betrayal. He shares both his personal journey and professional insights into:  The unique challenges men face when society tells them to “be strong” instead of vulnerable  The stages of healing after betrayal  How support systems and safe connections help men reclaim their self-worth  Why embracing vulnerability isn't weakness—it's transformative power This episode is a must-listen for anyone who wants to better understand men's healing journeys and the courage it takes to face betrayal with honesty and heart.  Tune in now and explore the path from pain to resilience.

What does it look like to be in recovery and be single?Today on the Faithful & True Podcast, Dr. Greg Miller & Jim Farm, LMFT, CSAT begin a conversation about singleness and recovery. Listen as they share some of the similarities and differences between being in recovery as a single person and as a person in a committed relationship.Subscribe to our YouTube channel:   - https://bit.ly/FaithfulandTrueAttend a Workshop Experience:   - For Men - https://bit.ly/MensJourneyWorkshop   - For Women - http://bit.ly/WomensJourneyWorkshop   - For Couples - http://bit.ly/CouplesIntensiveWorkshopContact us:   - https://faithfulandtrue.com/   - info@faithfulandtrue.com   - 952-746-3880Dr. Mark Laaser, M.Div., Ph.D., was considered one of the Christian leaders in the field of sex addiction before his death in September 2019. Mark, together with his wife, Debbie Laaser, MA, LMFT, have shared their 32 years of personal experience in sexual addiction recovery with thousands of individuals and couples through their work and resources at Faithful & True.The Faithful & True 3-Day Intensive Workshops continue to transform lives, rebuild trust, and help heal marriages.Send us a text

Angela Spearman, CSAT describes “globalized mistrust” as the tsunami of impact on betrayed partners after discovery. But what are the core thoughts and fears underlying and maintaining that tsunami once it gets going?  Together with Tami she addresses strategies for dealing with uncertainty, then answers participant questions about betrayal, boundaries, and triggers and more.    TAKEAWAYS: [2:09] The catalyst for the existential experience and global mistrust.  [5:20] Common questions from the betrayed partner (and what they really mean).  [7:27] Reshaping existential questions to encourage healing.  [11:10] The negative impact of rigid thinking.  [17:45] Complex and overwhelming realities in the world.  [21:00] Flexible thinking as a strategy for hope against cynicism.  [25:32] 3-step strategy for dealing with uncertainty.  [32:17] Processing the things you can't control.  [36:40] I'm spiraling through my shame and I can't support my wife either. Now what?  [42:18] How can I convey my boundaries to my partner?  [47:16] Why did my husband act out in the first place? [51:26] How can I support my betrayed partner when she no longer wants my support?  [53:29] How do I navigate communication issues due to trauma?  [55:47] Why would I ever rebuild a relationship with someone so despicable?  [59:03] Is my recovery work creating more triggers?  [1:01:08] How does one get the betrayer to stop playing the victim?  [1:04:01] How can I move past feelings of injustice of stolen time and feeling used? [1:06:28] How do I protect myself from being reinjured until I decide whether to leave?   RESOURCES: Seekingintegrity.com Email Tami: Tami@Seekingintegrity.com Sexandrelationshiphealing.com Intherooms.com Out of the Doghouse: A Step-by-Step Relationship-Saving Guide for Men Caught Cheating, by Robert Weiss Prodependence: Moving Beyond Codependency, by Robert Weiss Sex Addiction 101: A Basic Guide to Healing from Sex, Porn, and Love Addiction, by Robert Weiss Cruise Control: Understanding Sex Addiction in Gay Men, by Robert Weiss Seeking Integrity Podcasts are produced in partnership with Podfly Productions.    QUOTES “In any type of crisis that you go through, you're going to start asking some of these existential questions.”  “We start with a fact and then start forming beliefs and expectations based on things we've experienced in the past.”  “When we stop and pay attention to what our thoughts really look like, it can help us feel more empowered.”  “Hope is energizing. It empowers you.”  “There may never be a good enough answer.”   

Certified sex addiction therapist, founder of Kenshō counseling, and addiction recovery coach, Kevin Simms, LCSW, CADC-II, CSAT, meets with Bryce... The post Addiction Recovery for Teens with Sex Addiction Therapist Kevin Simms appeared first on WebTalkRadio.net.

So you just got home from attending a workshop at Faithful & True and now you're wondering...what's next?Today on The Faithful & True Podcast, Jim Farm, LMFT, CSAT joins Dr. Greg Miller to share about a brand new experience we're offering called Workshop Aftercare Groups.Subscribe to our YouTube channel:   - https://bit.ly/FaithfulandTrueAttend a Workshop Experience:   - For Men - https://bit.ly/MensJourneyWorkshop   - For Women - http://bit.ly/WomensJourneyWorkshop   - For Couples - http://bit.ly/CouplesIntensiveWorkshopContact us:   - https://faithfulandtrue.com/   - info@faithfulandtrue.com   - 952-746-3880Dr. Mark Laaser, M.Div., Ph.D., was considered one of the Christian leaders in the field of sex addiction before his death in September 2019. Mark, together with his wife, Debbie Laaser, MA, LMFT, have shared their 32 years of personal experience in sexual addiction recovery with thousands of individuals and couples through their work and resources at Faithful & True.The Faithful & True 3-Day Intensive Workshops continue to transform lives, rebuild trust, and help heal marriages.Send us a text

Customer experience pros often face a common challenge: robust metrics like NPS or CSAT fall flat outside the CX team. Why? Because other departments don't see how those numbers connect to their goals.This episode explores how to bridge that gap by translating CX data into the language of IT, Operations, and Finance. It's not about dumbing down the data. It's about building context. When CX metrics highlight inefficiencies or opportunities for cross-functional wins, they become powerful tools for collaboration.You'll hear how to align CX insights with departmental priorities so the data speaks to what each team cares about most. We also explore using behavioral and operational data, like service calls, churn rates, or purchase frequency, to demonstrate real business impact. Plus, we introduce the Customer Experience Success Blueprint, a framework designed to help CX initiatives integrate seamlessly with broader organizational goals.Want your CX initiatives to gain real traction? Start by making the metrics matter to everyone.Resources Mentioned:CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbookCX Success Statement Workbook -- https://bit.ly/cx-success-workbookExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

From the hype cycle around AI to the real-world constraints enterprises face when adopting new tech, we explore the opportunities shaping the future of business communications in this episode. We're joined by Jon Arnold, an independent tech analyst, for a conversation about the shifting landscape of enterprise communications. We talk about analysts' unique role in shaping vendor strategy and market perception. We discuss the current state of business communications technology, examining what Jon describes as the "three-legged stool" of cloud communications: CCaaS, CPaaS, and UCaaS. We discuss how these previously distinct domains are converging, with vendors increasingly offering capabilities across all three areas.We also explore how AI is disrupting the traditional communications technology landscape. Jon offers valuable insights into why AI-native companies may have advantages over traditional contact centre vendors who are adding AI capabilities, and why the pace of AI adoption varies significantly across different industries and organisations.This episode is brought to you by NLX.NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX's patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand's digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.Shownotes:Find out more about Jon Arnold: https://www.jarnoldassociates.com/about/jon-arnoldSubscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeWSubscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimmsGet in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms Hosted on Acast. See acast.com/privacy for more information.

Scaling without losing speed is harder than it looks — especially when you're chasing enterprise customers and building an AI-native platform. Lindsey Scrase, Chief Operating Officer of Checkr, Inc., reveals how her customer-first mindset, forged during her tenure at Google Cloud, is driving Checkr's transformation into a core hiring infrastructure platform while scaling AI across operations. With a track record of building high-velocity GTM motions and a strong commitment to second-chance hiring, she explains what it takes to evolve into an AI-native enterprise.Specifically, Lindsey covers:(03:55) Early-stage Google Cloud, then called Google Apps.(06:46) How a culture of wearing multiple hats inspired continuous improvement.(10:40) Early execs need curiosity and first-principles thinking over fixed playbooks.(15:57) A shift from gig-focused roots to strong SMB and mid-market segments.(21:39) Strong leaders think long-term and dive deep into day-to-day details.(27:16) Enterprise growth demands tight alignment across GTM, product and CS.(31:25) AI will become table stakes as true adoption goes beyond branding and hype.(35:25) Generative AI chat boosts CSAT by delivering instant, contextual responses.(41:13) Take bigger swings earlier and don't take things so seriously.(45:01) Direct feedback builds trust and prevents conflict from turning toxic.Resources Mentioned:Lindsey Scrasehttps://www.linkedin.com/in/lindsey-scrase-0702442/Checkr | LinkedInhttps://www.linkedin.com/company/checkr-com/Checkr | Websitehttps://checkr.com/Trueworkhttps://www.truework.com/“Working Backwards” by Bill Carr and Colin Bryarhttps://www.amazon.com/Working-Backwards-Insights-Stories-Secrets/dp/1250267595“The Five Dysfunctions of a Team” by Patrick Lencionihttps://www.amazon.com/Five-Dysfunctions-Team-Leadership-Fable/dp/0787960756This episode is brought to you by:Leverage community-led growth to skyrocket your business. From Grassroots to Greatness by author Lloyed Lobo will help you master 13 game-changing rules from some of the most iconic brands in the world — like Apple, Atlassian, CrossFit, Harley-Davidson, HubSpot, Red Bull and many more — to attract superfans of your own that will propel you to new heights. Grab your copy today at FromGrassrootsToGreatness.comEach year the U.S. and Canadian governments provide more than $20 billion in R&D tax credits and innovation incentives to fund businesses. But the application process is cumbersome, prone to costly audits, and receiving the money can take as long as 16 months. Boast automates this process, enabling companies to get more money faster without the paperwork and audit risk. We don't get paid until you do! Find out if you qualify today at https://Boast.AILaunch Academy is one of the top global tech hubs for international entrepreneurs and a designated organization for Canada's Startup Visa. Since 2012, Launch has worked with more than 6,000 entrepreneurs from over 100 countries, of which 300 have grown their startups to seed and Series A stage and raised over $2 billion in funding. To learn more about Launch's programs or the Canadian Startup Visa, visit https://LaunchAcademy.caContent Allies helps B2B companies build revenue-generating podcasts. We recommend them to any B2B company that is looking to launch or streamline its podcast production. Learn more at https://contentallies.com#Leadership #GTMStrategy #EnterpriseGrowth #Product #Marketing #Innovation #StartUp #GenerativeAI #AI

In conversation with-Irith Bloom certified professional trainer, behavior consultant and TAGteacher.I hope you enjoy the conversation I had with friend and colleague Irith about training and behaviour including, parallels between horses and dogs and much more.Irith Bloom, author, presenter, trainer, and teacher, owns The Sophisticated Dog, a company that provides both peer-to-peer and trainer-to-pet-family services worldwide, as well as in-person training to select clients in Los Angeles. Along with Dr. Kristina Spaulding, Irith co-founded and is faculty at Carefree Companion, a program that helps people teach greater stress resilience and better emotional regulation to their non-human animal companions. Irith has been training animals since the 1980s and has worked with animals ranging from chickens and rabbits to dogs and horses—not to mention humans. A biologist by training, Irith is fascinated by the science of learning. She is a sought-after presenter at conferences andseminars worldwide, and her writing has been published in countless online outlets, as well as in print media including her book “Your Puppy and You: A step-by-step guide to raising a freak'n awesome dog.” Irith is a CPDT-KSA, CBCC-KA, CDBC, VSPDT, KPA CTP, CSAT, CBATI-KSA, and a Fear Free Certified Practitioner (FFCP - Trainer). She is also certified in TAGteach, a positive-reinforcement method for teaching humans. Irith has a bachelor's degree in biology from the University of Pennsylvania. She is faculty at both Victoria Stilwell Dog Training Academy and Fenzi Dog Sports Academy, on the Board of Directors of the IAABC Foundation, a member of the Advisory Board for Pets for Vets, Chair Emeritus of the Education Committee of the Association of Professional Dog Trainers (APDT), and a former CCPDT Board Member. She also volunteers for National English Shepherd Rescue. Irith lives in Los Angeles. She is between dogs at the moment, but shares her home with a well-behaved spouse.Courses at https://www.fenzidogsportsacademy.com/people/786-people/faculty/37995-irith-bloomIrith on Facebook https://www.facebook.com/TheSophisticatedDog/

This week we are talking about separation anxiety with Caitlin Wolfe.  After adopting a dog who suffered from separation anxiety Caitlin wanted to be able to help other dog owners experiencing the same thing. While Caitlin works with a variety of behavior issues, she is specifically CSAT certified for separation anxiety.  Each dog is an individual and it's important that the training can be customized for each dog.  Some dogs are okay as long as someone is home, other dogs need their owner present.  This is why individual training plans are not only important but necessary.  We are talking about some of the causes and some of the misinformation surrounding separation anxiety.  One thing owners can do for their dog is contact a trainer as soon as they see signs of separation anxiety.  This way the dog doesn't have months or years of rehearsing anxiety behaviors. The goal in training is to change how the dog feels about being left alone. Even though changes in routine, housing, or family dynamics can cause set backs, Caitlin does believe separation anxiety can be cured.Don't forget to review, subscribe, and share! Follow us on ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.instagram.com/sometimestheressideeye/⁠Links: Caitlin Wolfe, Wolfe Paw Dog Training Dog Training | Wolfe Paw Training | United StatesCSAT Program: Separation Anxiety Training Certificate Program - Malena DeMartini

 Why Men Are Afraid of Women What if fear—not hatred or indifference—is what's driving the disconnection between men and women? In this episode, Jackie sits down with Gary Katz, LCSW, CSAT, to explore a surprising but deeply human truth: many men are afraid of women. But not in the way you might think. We talk about: What men are actually afraid of when it comes to women How early attachment wounds and social messaging shape male fear The link between fear, control, and intimacy avoidance How this fear shows up in sex addiction, betrayal, and emotional disconnection What healing looks like—for both men and the people who love them This is a nuanced and honest conversation about masculinity, shame, vulnerability, and the path forward. Whether you're a man trying to make sense of your own fear or someone impacted by it, this episode offers insight and compassion for the work ahead.  Hit play to listen now.  Drop a comment if this episode helped you see something new.  Don't forget to subscribe and share with someone who needs to hear this.    Resources:  visit intimacyrecovery.com for more information on Gary's work and upcoming events.  Follow Therapy Tribe on Instagram for updates and community events. 

Quarterly Business Review (QBR) made SIMPLE for solopreneurs & small businesses—audit, align & accelerate growth in 90 days! ⏱️ TIMESTAMPS 0:00 Intro – why you need a QBR 1:02 What IS a Quarterly Business Review? 2:25 The danger of drifting & the power of a strategic pause 4:05 4-Part QBR Framework: Goals • Systems • Feedback • Finances 8:22 Set 1-3 high-impact priorities for the next quarter 11:05 Break priorities into monthly milestones & checkpoints 12:30 Lock in your next QBR date (non-negotiable!) 13:15 Final tip + YOUR 60-minute challenge

Think customer support is just a cost center? Think again. In this episode of Predictable B2B Success, host Vinay Koshy speaks with James O'Brien, COO of Ducky, a cutting-edge AI-powered customer platform, to challenge the traditional narrative around support teams and explore how artificial intelligence can transform them into engines of sustainable revenue growth. James shares his entrepreneurial journey from Nashville musician to fintech founder to leading an AI startup, revealing surprising insights from hundreds of industry conversations and candid lessons learned from high-growth fintech and asset management roles. Hear him uncover why most organizations are missing out on the massive knowledge buried within their support channels, why traditional BI and AI tools fall short, and how clever use of automation can not only boost productivity but reduce burnout and supercharge customer happiness. Curious about the real ROI of AI in support? Want to know why trendy industry metrics like CSAT might be misleading—and what you should be measuring instead? James digs into practical examples and hard-won wisdom you won't hear elsewhere. If you're a leader looking to leverage your support team in brand new ways or love a fresh perspective on AI's impact on business, you won't want to miss this one! Some areas we explore in this episode include: Customer Support as a Revenue Driver – Rethinking support as a source of business growth, not just a cost.Impact of AI in Customer Support – How AI tools like Ducky can improve efficiency and insight.Barriers to AI Adoption – Addressing costs, trust, low BI maturity, and change resistance.Knowledge Management Challenges – The issue of siloed information and how AI can solve it.Voice of the Customer Insights – The limitations of current customer feedback practices versus better, AI-driven methods.James O'Brien's Entrepreneurial Path – How James's background shaped his approach to business.Importance of Relationships in Business – Building trust and partnerships for long-term success.Misconceptions about AI in Support – AI as an enabler rather than just a job-replacer.Empathy & Team Wellbeing – The role of empathy, burnout, and happiness in support teams.Scaling Startups & Smart Hiring – Lessons on balancing hiring, process improvement, and growth.And much, much more...

In this episode, we explore how True Classic, a men's apparel brand, is leveraging AI to transform its customer support with Jordan Gesky, Senior Customer Experience Manager.We look at True Classic's journey from rule-based automation to generative AI across multiple channels. Jordan talks about how their AI assistant, Crue, now handles customer service inquiries through chat, email and phone channels and how that's reduced costs and time to resolve.We get into the practicalities of AI in customer service, including continuous auditing, clear guidelines and giving AI a brand voice. Jordan explains how True Classic trains their AI using agent conversations and FAQs and how they integrate it with their Shopify account, returns portal and product catalogue to create a self-service solution.We also talk about the challenges of AI implementation, from hallucinations to customer data security and how True Classic approaches AI governance through transcript reviews and CSAT monitoring.Shownotes: Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeWSubscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimmsGet in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms Hosted on Acast. See acast.com/privacy for more information.

Découvrez ma formation en ligne sur les fondamentaux de l'accueil !1️⃣ Présentation de l'invitée :Marine Deck est une spécialiste reconnue de l'expérience client, elle anime d'ailleurs podcast "Le Client".Aujourd'hui, en plus de son parcours, ce qui m'intéresse, c'est que nous parlions de la voix du client, un concept, une méthode, des outils et plein de conseils que vous allez adorer.Marine nous dévoile pourquoi écouter activement vos clients est la meilleure base pour savoir où aller et comment vous améliorer. Quelles sont les méthodes pratiques pour capter tous les feedbacks, qu'ils soient spontanés ou sollicités ?Comment cartographier le parcours client pour identifier les moments clés où demander un avis ?Comment utiliser des logiciels dédiés pour centraliser et analyser toutes ces données, potentiellement avec l'aide de l'IA ?Comment distinguer les indicateurs phares comme le NPS, le CSAT et le CES ?Comment comprendre leur pertinence pour évaluer recommandation, satisfaction et fluidité du parcours ?Attention cependant à certains pièges à éviter, comme vouloir écouter tout le monde, et surtout, focalisez-vous sur la collecte de feedback sur ce qui génère le plus de chiffre d'affaires.Toutes les réponses, afin de rendre l'expérience client "sexy" et prouver concrètement son retour sur investissement, sont à retrouver dans notre conversation !2️⃣ Notes et références :▶️ Toutes les notes et références de l'épisode sont à retrouver ici.3️⃣ Le partenaire de l'épisode :FERRANDI Paris, Campus de BordeauxPrendre contact avec l'équipe dédiée au partenariat avec les entreprisesDites que vous venez d'Hospitality Insiders !4️⃣ Chapitrage : 00:00:00 - Introduction00:02:00 - Parcours de Marine Deck00:08:00 - Exploration de la Voix du Client (VoC) : concepts et méthodes00:15:00 - Outils, indicateurs clés et pièges de la VoC00:22:00 - Questions signaturesSi cet épisode vous a passionné, rejoignez-moi sur :L'Hebdo d'Hospitality Insiders, pour ne rien raterL'Académie Hospitality Insiders, pour vous former aux fondamentaux de l'accueilLinkedin, pour poursuivre la discussionInstagram, pour découvrir les coulissesLa bibliothèque des invités du podcastMerci de votre fidélité et à bientôt !Distribué par Audiomeans. Visitez audiomeans.fr/politique-de-confidentialite pour plus d'informations.

Your customer says they're “satisfied.” So why didn't they come back? Stacy Sherman—a global keynote speaker and advisor with over 25 years of experience improving customer experience at leading B2B and B2C companies—challenges a metric many businesses still rely on: Customer Satisfaction (CSAT).  She explains how CSAT became the standard, why it made sense in the past, yet no longer reflects what creates true customer loyalty today. “Satisfied” usually means nothing went wrong—but that's not enough to earn retention, repeat purchases, or referrals. If CSAT is still guiding your strategy, this episode will show you what it's missing—and what to measure instead. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

Is it really necessary to be a part of a group to be successful in recovery?Today on the Faithful & True Podcast, Dr. Greg Miller & Chris Hardesty, LPCC, CSAT make the case for why groups are essential for recovery. Subscribe to our YouTube channel:   - https://bit.ly/FaithfulandTrueAttend a Workshop Experience   - For Men - https://bit.ly/MensJourneyWorkshop   - For Women - http://bit.ly/WomensJourneyWorkshop   - For Couples - http://bit.ly/CouplesIntensiveWorkshopContact us:   - https://faithfulandtrue.com/   - info@faithfulandtrue.com   - 952-746-3880Dr. Mark Laaser, M.Div., Ph.D., was considered one of the Christian leaders in the field of sex addiction before his death in September 2019. Mark, together with his wife, Debbie Laaser, MA, LMFT, have shared their 32 years of personal experience in sexual addiction recovery with thousands of individuals and couples through their work and resources at Faithful & True.The Faithful & True 3-Day Intensive Workshops continue to transform lives, rebuild trust, and help heal marriages.Send us a text

CSAT has long been the go-to metric for support teams - but now there's a better way to measure how customers really feel. In this episode, Jared Ellis, Senior Director of Global Product Support at Culture Amp, joins Intercom's Bobby Stapleton to explore his team's experience trialing Intercom's new AI-powered Customer Experience Score. They unpack the limitations of traditional CSAT, why measuring every conversation matters, and how AI is helping them turn “neutral” experiences into standout ones.Watch this episode on YouTube: https://youtu.be/QF8nxSXzdlo?si=W8KEtdHXhAw2JUGkFollow the peoplehttps://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/jaredellis/NewsletterSign up for *The Ticket:* A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSay hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomwww.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of Polishing Profits, hosts Mark Anderson, Sharon Cowan, CBSE, and Ed Selkow dig into one of the most critical — and underused — tools in the janitorial world: structured customer feedback.If your only customer communication happens when something goes wrong… you're playing defense. This episode will show you how to switch to offense — by creating a feedback system that actually improves service, builds trust, and sets you apart from competitors.From simple walk-throughs and inspection logs to Net Promoter Scores and CRM tools — this is your guide to collecting, responding to, and acting on what your customers are telling you.

There is hope for your marriage after betrayal! In this episode, Kristin continues her interview with Stacey Smith, the Chief Clinical Officer of Daring Ventures. After sexual secrets are revealed, there must be a period of repair and amends where the betrayed partner's need for safety is the relational priority. But with humility, hard work, and deepening attunement over time, we can learn to build a new relationship rooted in secure attachment and better than it ever was before. You'll learn principles of secure functioning in marriage & how self protection sabotages connection with your spouse. Using principles of the Psychobiological Approach to Couples Therapy, Stacey brings her expertise as both a CSAT & an APSATs trained clinician to this episode. Learn more about her at https://www.daringventures.com/stacey/  

Today, we'll be discussing Episode 11 of When Life Gives You Tangerines, the hit K Drama on Netflix starring IU as Oh Ae-sun, Park Bo-gum as Yang Gwan-sik as young adults, Moon So-ri as Oh Ae-sun, and Park Hae-joon as Yang Gwan-sik as older adults. We discuss:The songs we featured during the recap: "Picasso's Room" by Yun Hyun Kyum and "Geum Myeong is Truly a Blessing to Me" by Chang Hyowon.Joanna's Korean food tour in Annandale, VA with Virginialicious and tour guide Park Su-jin, and how Korean food has become mainstream in the U.S.Gongjindan, a traditional Korean herbal medicine, and its symbolic role in showing affection and care.The blossoming emotional depth and poetic confession from Chung Seop to Geum Myeong — comparing her to a Christmas tree that sparkles no matter where it's placed.The nuanced reasons why Geum Myeong breaks up with Yeong Beom — not because she doesn't love him, but because she loves herself, too.Yeong Beom's powerlessness and the lasting emotional scars inflicted by his mother's dominance.A powerful parallel between Ae-sun's life and her daughter's — and how Ae-sun attempts to protect Geum Myeong in ways she never was.The heartbreakingly awkward sanggyeonrye (formal family meeting) that underscores socioeconomic disparities and family values.Ae-sun's emotional devastation over her daughter's humiliation and her own flashback-infused realization about parenting and sacrifice.The hauntingly predictive flash-forward of Yeong Beom's life of submission and regret, visualized through a lonely aging montage.The poignant metaphor of The Little Prince and how it mirrors the final farewell between Geum Myeong and Yeong Beom.References to Korea's educational reform in 1994 and the CSAT — a life-shaping exam with nationwide effects.A brief but loaded cliffhanger involving a mysterious woman from Gwan Sik's past.Our spotlight on Lee Soo Kyung, who plays Bu Hyeon Suk — her rise as a two-time Baeksang winner and her roles in dramas like Love in the Big City and Law School.ReferencesKorean Wedding Gifts | Traditional & Modern ExamplesTradition of dowries changes - The New York TimesKim Il Sung - Wikipedia

When it comes to betrayal, we often hear one story: the man cheats, the woman is hurt, and support rallies around her. But what happens when the script is flipped? In this powerful conversation, I sit down with Adam Nisenson, a coach and author who helps men navigate betrayal trauma—a subject that's rarely talked about and often misunderstood.Adam shares his own experience of being betrayed, the cultural narratives that silence men in pain, and why so many men suffer in isolation. We explore how betrayal crushes identity, triggers deep ego wounds, and leaves men unsure of how to move forward.This episode offers insight, language, and hope for betrayed men—and for those who love them.

In love addiction, we may find ourselves feeling betrayed by a partner-- even if we don't know for sure that something is going on--while doubting our instincts, believing we're too sensitive, and giving an emotionally unavailable partner the benefit of the doubt. This feeling adds to our anxiety, and whatever information a partner is withholding adds to the dysfunction of the relationship...and we stay in the cycle of love addiction hoping things will change. In this episode Jodi talks with betrayal trauma therapist, Lindsay Haverslew, about the reality of betrayal trauma. Jodi and Lindsay share personal experiences with betrayal, and discuss signs that a partner is emotionally unavailable, tips for identifying a trustworthy person, and much more.  Show notes and resources: Music by JD Pendley Link to Jodi's website and additional resources Lindsay's website and instagram Lindsay mentioned the work of Jennifer Freyd and Dr. Kevin Skinner and the book Unleashing Your Power  Disclaimer: This podcast is shared for educational and informational purposes only. It is not intended to be a substitute for mental health treatment with a licensed mental health professional or to be used in place of the advice of a physician. If you are struggling please don't delay in seeking the assistance of a licensed mental health practitioner or healthcare professional. If you're in crisis please visit NAMI.org or call 1-800-273-TALK for 24-hour assistance.

There is hope for your marriage after betrayal! In this episode Kristin interviews Stacey Smith, the Chief Clinical Officer of Daring Ventures. After sexual secrets are revealed, there must be a period of repair and amends where the betrayed partner's need for safety is the relational priority. But with humility, hard work, and deepening attunement over time, we can learn to build a new relationship rooted in secure attachment and better than it ever was before. You'll learn principles of secure functioning in marriage & how self protection sabotages connection with your spouse. Using principles of the Psychobiological Approach to Couples Therapy, Stacey brings her expertise as both a CSAT & an APSATs trained clinician to this episode. Learn more about her at https://www.daringventures.com/stacey/  

Podcast Summary: The Community Code — Building Brand Loyalty Beyond the TransactionIn this episode, Sacha Awwa dives deep with Michael Puhala, Chief Community Evangelist at Khoros, a trailblazer in the digital community space. With over a decade at the forefront of online community innovation, Michael has helped some of the world's top brands—like Microsoft, Spotify, and Sephora—build thriving ecosystems that drive retention, loyalty, and long-term customer engagement.From the early days of gamer forums to the rise of AI-assisted support and ideation hubs, Michael unpacks how brands can turn passive customers into active participants. This episode is essential for marketers, CX leaders, and product teams who want to build customer relationships that last.Key Topics Discussed:1. The Evolution of Community StrategyWhy digital communities predate social media—and how they still matter moreFrom support channels to data goldmines: how community became strategicHow post-COVID dynamics revived the role of community in brand building2. Community as a Retention EngineWhy Sephora community members spend 2.5x more than non-membersThe difference between customer-to-brand and customer-to-customer engagementUsing forums and ideation to support loyalty, CSAT, and product development3. From Forums to FlywheelsHow brands like Zoom and Southwest scale support through communityThe power of community-driven SEO: 180-day payoff, long-term valueSuper users as volunteers, evangelists, and customer service amplifiers4. B2B vs. B2C CommunitiesThe surprising overlap between Spotify and ShopifyWhy use cases like support, ideation, and lifestyle education apply across sectorsCommunity KPIs: lifetime value, churn reduction, CSAT, and content generation5. Community & AI: A New FrontierWhy AI needs community more than the reverse—for nowSummarization, prioritization, and churn prediction: AI's real role in communitiesHow generative AI will transform federated search and product-embedded support6. Avoiding the Community PitfallsWhy “build it and they will come” doesn't workThe death of MQLs and the rise of behavior-based engagementWhy community is a long-tail investment, not a short-term marketing fixKey Takeaways for Founders & Marketing Leaders:Treat community like a listening channel—not a marketing oneThe first 90 days of a new community initiative are critical—don't wing itDon't treat community like a campaign; it's a flywheel, not a funnelCommunity members are your highest-value customers—invest accordinglySurround yourself with experienced community leaders from day oneFollow Michael Puhala's Work:

What is problematic sexual behavior (PSB)? Bill Herring, creator of the PSB Framework, explains the history behind this important concept—and how it can help men outgrowing porn.Bill Herring (LCSW, CSAT) is a psychotherapist who has influenced the development of sex addiction theory and practice over the past 30 years. In 2019, Bill received the annual "Carnes Award" from the Society for the Advancement of Sexual Health (SASH) for his overall contributions to the field of problematic sexual behavior.Read Bill's summary of PSB: https://www.billherring.com/problematic-sexual-behavior-framework-summaryWatch Bill's 11-minute video: https://youtu.be/1NZCr-5dyjM?si=L74h9wulfDff_MapLearn more and connect with Bill at billherring.comSupport the showTake the Husband Material Journey... Step 1: Listen to this podcast or watch on YouTube Step 2: Join the private Husband Material Community Step 3: Take the free mini-course: How To Outgrow Porn Step 4: Try the all-in-one program: Husband Material Academy Thanks for listening!

Are you a people pleaser?Today on the Faithful & True Podcast, Dr. Greg Miller & Jim Farm, LMFT, CSAT return to the program to talk about people pleasing.Listen as they unpack what it is & what's really going on underneath the surface of being a people pleaser. Subscribe to our YouTube channel:   - https://bit.ly/FaithfulandTrueAttend a Workshop Experience   - For Men - https://bit.ly/MensJourneyWorkshop   - For Women - http://bit.ly/WomensJourneyWorkshop   - For Couples - http://bit.ly/CouplesIntensiveWorkshopContact us:   - https://faithfulandtrue.com/   - info@faithfulandtrue.com   - 952-746-3880Dr. Mark Laaser, M.Div., Ph.D., was considered one of the Christian leaders in the field of sex addiction before his death in September 2019. Mark, together with his wife, Debbie Laaser, MA, LMFT, have shared their 32 years of personal experience in sexual addiction recovery with thousands of individuals and couples through their work and resources at Faithful & True.The Faithful & True 3-Day Intensive Workshops continue to transform lives, rebuild trust, and help heal marriages.Send us a text

Erin Snow is the Clinical Director at Seeking Integrity, CSAT, and a licensed Marriage and Family Therapist. She and Dr. Rob discuss a week-by-week overview of residential treatment, the key points of trauma work and treatment, and the hope that she regularly sees as addicts encounter consequences, confront early trauma, and what it really takes to heal individuals and their loved ones from addiction.    TAKEAWAYS: [2:08] Erin's journey toward Seeking Integrity.  [4:50] The healing at Seeking Integrity focuses on much more than sex addiction.  [7:41] Key points of trauma work and treatment.  [12:15] Why is my partner connecting to their therapist but not me?  [13:43] A week-by-week overview of residential treatment.  [20:29] Attachment and connection are not what a spouse is thinking about.  [26:28] Why isn't our relationship enough to make him change?  [31:00] What is it like for Erin being a woman working with addict men?    RESOURCES: Sex and Relationship Healing @RobWeissMSW Sex Addiction 101  Seeking Integrity Free Sexual Addiction Screening Assessment Partner Sexuality Survey Erin Snow Seeking Integrity Podcasts are produced in partnership with Podfly Productions.    QUOTES: “I can see an opportunity for my clients to find meaning in living again.”  “In trauma work, you can lose yourself in the why and never move to the place of how to move on from this.”  “Healing happens the way it's supposed to as long as you're doing the next right thing.” 

The toxic effects of sexual trauma and abuse can be devastating and lasting. Victims’ ability to experience healthy sexuality, even if they free themselves from the abuse, is often shattered. If sexual abuse, violence, or coercive control is part of your story, certified sex addiction therapist (CSAT) and trauma specialist Tabitha Westbrook wants you to know: you are not alone, and healing is possible. Tabitha will draw on her specialized expertise, her own personal story of abuse, and a deep knowledge of Scripture to create a safe and compassionate place for you to start recovering – or even finding - the healthy sexuality God intended for you.Become a Parshall Partner: http://moodyradio.org/donateto/inthemarket/partnersSee omnystudio.com/listener for privacy information.

All Home Care Matters and our host, Lance A. Slatton were honored to welcome Kelly Meany as guest to the show.   About Kelly Meany:   Kelly Meany is a licensed clinical social worker (LCSW) and a dedicated therapist with a deep passion for helping others heal from trauma. But long before she entered the field of mental health, Kelly was a caregiver in a way that most children never have to be.   Her mother suffered a traumatic brain injury before Kelly was born, spending 12 weeks in a coma and emerging with lifelong cognitive challenges. From a young age, Kelly found herself in a unique and complex role not just as a daughter, but as more of a caregiver. Then, in her 20s, her mother was diagnosed with dementia, adding another layer to their journey together.   Navigating the emotional, mental, and logistical challenges of caregiving from childhood into adulthood profoundly shaped Kelly's understanding of resilience, connection, and the human capacity to heal. It also inspired her career as a therapist, where she now helps others whether they are caregivers, trauma survivors, or those seeking deeper emotional healing.   Kelly has training in EMDR, CSAT, IFS, and QNRT. She specializes in trauma recovery, addiction, and high-profile client work, offering a unique approach to healing that integrates both science and personal experience.   While Kelly's work in one-on-one therapy is deeply fulfilling, she has a bigger dream of helping people on a macro level. She is passionate about expanding access to trauma-informed care and educating the public about the long-term effects of trauma and caregiving. Through speaking engagements, social media, and writing, she hopes to reach a wider audience, break the stigma around mental health, and create systemic change. She is currently working on a book and has a goal of giving a TED X Talk in 2025 to share her insights on healing and human connection.