Customer Empathy is a powerful human resource for positively impacting customer experience excellence. Alex Allwood outlines her customer-centric framework, methods and tools to switch on and scale customer empathy that can be used to solve the common customer experience management problems of low organizational commitment, poor alignment of cross-functional ... Show More
Feb 19
That's good Mojo - Creating a Programming Language for an AI world with Chris Lattner
What does it take to design a programming language from scratch when the target isn’t just CPUs, but GPUs, accelerators, and the entire AI stack? In this episode, I sit down with legendary language architect Chris Lattner to talk about Mojo — his ambitious attempt to rethink syst ... Show More
41m 24s
Feb 12
The Rise of The Claw with OpenClaw's Peter Steinberger
There’s a new wave of AI tools that don’t just live in the cloud, don’t just autocomplete code, and don’t just sit in a browser tab. They reach into your local environment, understand your context, and act more like a thinking companion than a chatbot. In this episode, I talk wit ... Show More
43m 44s
Feb 5
The AI Vampire with Gas Town's Steve Yegge
AI is making developers dramatically more productive...so why is everyone so exhausted? In this episode, Scott talks with Steve Yegge, legendary blogger and creator of Gas Town, a multi-agent orchestrator he describes as "Kubernetes for coding agents." Steve shares his theory of ... Show More
34m 30s
Feb 2022
Experience as a Service Through Empathetic Corporate Leadership with Tony Bates, CEO, Genesys
<p>Empathy, in a time of stress or decision-making, goes a long way in making someone feel cared for and understood. What if the businesses providing our services, flights, meals, etc, were already thinking about our wants and needs, and laying out options that apply to us. This ... Show More
45m 30s
Mar 2024
2823: RingCentral: The Human Touch in AI-Powered Customer Service
Have you ever hung up after a customer service call, feeling more frustrated than when you dialed in? In today's episode, we delve into customer service, where dissatisfaction seems to be the norm rather than the exception. With a staggering 97% of people reporting poor interacti ... Show More
34m 34s
Feb 2021
A Whole New World: Why Outsourcing CX is a Whole New Ballgame with Alorica CMO, Colson Hillier
<p>Here’s the deal, customer service gets a bad rap, but the truth is that when done well, solving customers’ needs is awesome, and when you can actually give them a good experience and make their day, that’s just icing on the cake. Reaching that outcome takes work, though, and t ... Show More
38m 17s
Sep 2023
Extraordinary Customer Experiences - A Series: Clienteling
In Chapter 8 of Luxury Institute's latest podcast series, Extraordinary Customer Experiences (ECEs), we discuss Clienteling: an essential element of any customer journey. Clienteling, if approached as a means to earn, create and nurture trust, activate referrals, and be an ethica ... Show More
26m 44s
Jun 2023
Do We Need Humans Anymore in Customer Journeys?
<p>Customers are demanding speed and convenience in their interactions with companies. Technology, especially artificial intelligence, is often better at meeting customer needs than humans. Karen Lellouche Tordjman, leader of BCG’s customer experience work, explains how comp ... Show More
22m 18s
Jul 2021
#462: [Amazon Connect #3] Adapting quickly to deliver exceptional customer experiences
Organizations of every size have had to pivot quickly to keep up and adapt to the changes carried over from 2020, and that need is particularly important to small and medium-sized organizations. Join Shalesa Charron, Principal Partner Development Specialist at Amazon Connect, as ... Show More
13m 19s
Jun 2021
Developing for Intent: How Conversational A.I. is Helping Brands Make Meaningful Connections with Consumers
<p>Is chat support helpful or annoying? </p><p>To me, it’s both. <br /><br />It’s helpful because it’s the way I prefer to be helped. It’s asynchronous, it allows for multitasking, and it can be done anywhere. </p><p>But, it’s also annoying. It sucks when you type something in an ... Show More
44m 50s
Dec 2019
Conscious Speaks With Kellie J. Wright 12 - 12 - 19 Human Design Specialist Robin Winn 2/2
Human Design is the next evolution after Myers-Briggs, the Enneagram, and other innovative profiling systems. Whether your field is psychotherapy, recovery, coaching, or healing arts, and whether your clients are individuals, couples, families, or business teams, Understanding Yo ... Show More
55m 33s
Dec 2020
The Algorithms that Bring you Style with Stitch Fix’s Director of Data Science, Tatsiana Maskalevich
<p>The old saying, “look good, feel good,'' fits Stitch Fix perfectly. The direct-to-consumer, online personal styling service has boomed due to its ability to not only match consumers with trendy and comfortable clothes, but to make it a personalized experience for each buyer.</ ... Show More
52m 39s