The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
Indhold leveret af Gregorio Uglioni. Alt podcastindhold inklusive episoder, grafik og podcastbeskrivelser uploades og leveres direkte af Gregorio Uglioni eller deres podcastplatformspartner. Hvis du mener, at nogen bruger dit ophavsretligt beskyttede værk uden din tilladelse, kan du følge processen beskrevet her https://da.player.fm/legal.
Minder om THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
How can business help solve society’s biggest challenges? Welcome to Series 3 of Take on Tomorrow, the award-winning podcast from PwC that examines the biggest problems facing society and the role business can—and should—play in solving them. This series, we’re welcoming broadcaster and journalist Femi Oke to the show. She joins podcaster and journalist Lizzie O’Leary, and together with industry innovators, tech trailblazers and visionary leaders from around the globe, they’ll explore timely ...
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Outsource Acelerator Podcast, hosted by Derek Gallimore, explores business and outsourcing mastery. Inside-knowledge from the outsourcing capital of the world - Manila, Philippines.
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Rachel Cooke is your guide to leadership and communication, helping you craft a workplace environment you can feel good about. She’ll share tips to help you balance your work and personal life, effectively invest your time, and be mindful about where you’re devoting your energy. Let Rachel help you navigate your path to success—however you define it.
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continue reading
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
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This Podcast is created and curated by Deepak Jayaraman (an Executive Coach and a Leadership Advisor). He lives in Mumbai and works with successful Senior Executives by helping them play to their unique potential but with a sharp focus on transitions (business or career). Just like businesses need to think about "where to play" and "how to win", leaders need to be coherent about "where to go" and "how to grow" in their journeys. Deepak works with them during pivotal moments to help them with ...
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Entrepreneurship and business techniques and tips you won't learn in business school.
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Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
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The Future Of AI In Contact Canters And Its Effect On The Customer Experience
Manage episode 450697823 series 3333377
Indhold leveret af Gregorio Uglioni. Alt podcastindhold inklusive episoder, grafik og podcastbeskrivelser uploades og leveres direkte af Gregorio Uglioni eller deres podcastplatformspartner. Hvis du mener, at nogen bruger dit ophavsretligt beskyttede værk uden din tilladelse, kan du følge processen beskrevet her https://da.player.fm/legal.
In this exciting episode of the CX Goalkeeper Podcast, I’m joined by Guy Shalom, CEO and co-founder of Glassix. We dive into the transformative role of artificial intelligence (AI) in contact centers and its impact on customer experience. Guy shares actionable insights on how AI reshapes employee onboarding, automates processes, and improves the overall customer journey. This episode is a must-listen for anyone looking to stay ahead in the rapidly evolving CX landscape.
About the Guest
CEO of Glassix - Visual omnichannel interactive communication platform for support & sales contact centers - an all-in-one SaaS platform that unifies enhanced digital solutions for contact centers. Glassix has been a leading Israeli Software Company since 2015. In addition to offering comprehensive products, such as those mentioned above, we are working 24/7 to improve & update our products to fit market needs using cutting-edge technologies. Glassix was born to change the way we serve customers through customer service & technology experts who want to give your business the best!
Relevant Links
https://www.linkedin.com/in/guy-shalom
https://www.glassix.com/podcasts
The Top 3 Key Learnings
- AI Empowers Human Agents: AI can provide real-time support to agents, speeding up processes and improving the quality of customer service by suggesting appropriate responses based on customer history and conversation context.
- Hyper-Personalization is Key: AI can analyze customer interactions on a deeper level, incorporating emotions, past conversations, and even physical cues to deliver highly personalized customer experiences.
- AI and Human Collaboration: The future of contact centers lies in the seamless collaboration between AI-driven bots and human agents, where AI handles routine tasks and agents focus on more complex, emotionally nuanced situations.
Chapters
00:00 Introduction and Guest Presentation
03:56 The Role of AI in Contact Centers
05:00 Employee Experience and AI Implementation
08:27 Hyper-Personalization and Empathy in AI
13:44 Balancing Human Connection and AI Efficiency
15:58 Preparing for the AI Transformation
17:46 Privacy and Ethical Considerations
19:12 Future of AI in 10 Years
24:38 Conclusion and Contact Information
Thank you for reading this blog post. If you enjoyed the episode, please subscribe and follow the podcast using the links below:
- Apple Podcast: Apple Podcast Link
- Spotify: Spotify Link
We are looking forward to your feedback!
225 episoder
The Future Of AI In Contact Canters And Its Effect On The Customer Experience
THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
Del
Manage episode 450697823 series 3333377
Indhold leveret af Gregorio Uglioni. Alt podcastindhold inklusive episoder, grafik og podcastbeskrivelser uploades og leveres direkte af Gregorio Uglioni eller deres podcastplatformspartner. Hvis du mener, at nogen bruger dit ophavsretligt beskyttede værk uden din tilladelse, kan du følge processen beskrevet her https://da.player.fm/legal.
In this exciting episode of the CX Goalkeeper Podcast, I’m joined by Guy Shalom, CEO and co-founder of Glassix. We dive into the transformative role of artificial intelligence (AI) in contact centers and its impact on customer experience. Guy shares actionable insights on how AI reshapes employee onboarding, automates processes, and improves the overall customer journey. This episode is a must-listen for anyone looking to stay ahead in the rapidly evolving CX landscape.
About the Guest
CEO of Glassix - Visual omnichannel interactive communication platform for support & sales contact centers - an all-in-one SaaS platform that unifies enhanced digital solutions for contact centers. Glassix has been a leading Israeli Software Company since 2015. In addition to offering comprehensive products, such as those mentioned above, we are working 24/7 to improve & update our products to fit market needs using cutting-edge technologies. Glassix was born to change the way we serve customers through customer service & technology experts who want to give your business the best!
Relevant Links
https://www.linkedin.com/in/guy-shalom
https://www.glassix.com/podcasts
The Top 3 Key Learnings
- AI Empowers Human Agents: AI can provide real-time support to agents, speeding up processes and improving the quality of customer service by suggesting appropriate responses based on customer history and conversation context.
- Hyper-Personalization is Key: AI can analyze customer interactions on a deeper level, incorporating emotions, past conversations, and even physical cues to deliver highly personalized customer experiences.
- AI and Human Collaboration: The future of contact centers lies in the seamless collaboration between AI-driven bots and human agents, where AI handles routine tasks and agents focus on more complex, emotionally nuanced situations.
Chapters
00:00 Introduction and Guest Presentation
03:56 The Role of AI in Contact Centers
05:00 Employee Experience and AI Implementation
08:27 Hyper-Personalization and Empathy in AI
13:44 Balancing Human Connection and AI Efficiency
15:58 Preparing for the AI Transformation
17:46 Privacy and Ethical Considerations
19:12 Future of AI in 10 Years
24:38 Conclusion and Contact Information
Thank you for reading this blog post. If you enjoyed the episode, please subscribe and follow the podcast using the links below:
- Apple Podcast: Apple Podcast Link
- Spotify: Spotify Link
We are looking forward to your feedback!
225 episoder
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Minder om THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
How can business help solve society’s biggest challenges? Welcome to Series 3 of Take on Tomorrow, the award-winning podcast from PwC that examines the biggest problems facing society and the role business can—and should—play in solving them. This series, we’re welcoming broadcaster and journalist Femi Oke to the show. She joins podcaster and journalist Lizzie O’Leary, and together with industry innovators, tech trailblazers and visionary leaders from around the globe, they’ll explore timely ...
…
continue reading
Outsource Acelerator Podcast, hosted by Derek Gallimore, explores business and outsourcing mastery. Inside-knowledge from the outsourcing capital of the world - Manila, Philippines.
…
continue reading
Rachel Cooke is your guide to leadership and communication, helping you craft a workplace environment you can feel good about. She’ll share tips to help you balance your work and personal life, effectively invest your time, and be mindful about where you’re devoting your energy. Let Rachel help you navigate your path to success—however you define it.
…
continue reading
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
This Podcast is created and curated by Deepak Jayaraman (an Executive Coach and a Leadership Advisor). He lives in Mumbai and works with successful Senior Executives by helping them play to their unique potential but with a sharp focus on transitions (business or career). Just like businesses need to think about "where to play" and "how to win", leaders need to be coherent about "where to go" and "how to grow" in their journeys. Deepak works with them during pivotal moments to help them with ...
…
continue reading
Entrepreneurship and business techniques and tips you won't learn in business school.
…
continue reading
Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
…
continue reading
…
continue reading
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