Using Data to Deliver Customer Experience That Matters
Guest: Jim Iyoob
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
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