In this episode, Seth and Chris talk with Jim Iyoob about using data and AI to deliver customer experience that matters.

Highlights:
2:25: Our celebrity guest…Named top 20 influential people to follow on twitter and who has been inducted into the CX Hall Of Fame
8:10: Adding value & being a great person….Let’s look at the customer experience through the customer’s lens
17:10: AI as a plug and play solution….myth or reality?
19:10:…the insights and the understanding. The mechanisms and methods to extract more insights than the average bear.
22:55: What goes into setting up controlled vocabularies, architecture, etc…how well are organizations prepared?
27:55: First things first: human intelligence. What is the outcome we want to drive? What is the hypothesis we want to drive? Is the data there to help us make insightful decisions?
34:35: Transparency driving accountability
40:25: What are you seeing at organizations when you go in and start looking at their knowledge bases?

Links:

• Etech Website
• Jim on Instagram
• Jim on Linkedin
• 22 Influential Leaders to Watch in 2022
• The CX Hall of Fame
• Books:
  • Quality Monitoring in a Contact Center: Making Sure Your Contact Center Works for Your Business
  • The Future of Contact Centers: Leveraging People, Processes & Artificial Intelligence
  • Delivering Customer Experience That Matter: Combining Human Intelligence with Artificial Intelligence to Delight Your Customers and Gain Market Share

Thanks to our sponsors:

• Marketing AI Institute
• CMSWire
• Earley Information Science
• AI Powered Enterprise Book