Amazing Business Radio
Shep Hyken & C-Suite Radio
Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.
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How to Seamlessly Implement AI into Your Customer Support Process Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE. She talks about testing, implementing, and embracing AI to increase customer and employee satisfaction. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does AI impact customer experience and satisfaction? What are the key considerations for businesses when testing and implementing AI in customer service? What role does knowledge management play in shaping the quality of AI responses in customer service? How can AI help in providing a personalized customer? What are the challenges and benefits of implementing AI in business? Top Takeaways: Artificial intelligence (AI) is changing how businesses interact with customers. It can streamline processes to improve customer experiences and empower employees. The key is to find the right AI partner who understands a company's specific needs and can provide solutions that work seamlessly without making the process more complicated and less convenient for customers and employees. Implementing AI into business practices doesn't have to be a long and challenging process. Companies should seek vendors who can move quickly to provide solutions that improve efficiency and customer satisfaction. It's important to test AI thoroughly to ensure it positively impacts the customers, employees, and the company. Some companies make the mistake of creating a solution that's great for the customer but adds three more steps to the agent, creating a more complex process, frustration, and burnout. Companies need to set clear goals and success metrics before implementing new technology. Establish the outcomes and KPIs you want to see for your customers and employees. Don't put together a solution, be it AI, self-service, or any other type of technology, without an end in mind. The budget and cost of AI solutions have evolved over the years, making them more accessible to a wider range of businesses. The focus is now on the proof of value that AI can bring, such as reducing cognitive overload for employees and enhancing service efficiency. Plus, Shep and Elizabeth discuss the gap between digital customer support and what companies provide. Tune in! Quote: "AI management is actually knowledge management. Your AI is only as good as the data and knowledge that you feed it. If you put garbage in, you might get garbage out." About: Elizabeth Tobey is the Head of Marketing for NICE's Digital Solutions group. She has held leadership roles in marketing, communications, community management, and customer experience across video game, social media, and cloud platform technology firms operating in both B2B and B2C. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
Episodios anteriores
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477 - Embracing AI to Enhance Customer and Employee Experience Featuring Elizabeth Tobey Tue, 16 Apr 2024
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476 - The 5 Steps to a 5-Star Customer Experience Featuring Katie Mares Tue, 09 Apr 2024
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475 - Transforming Customer Feedback into Action Featuring Sara Caldwell Tue, 02 Apr 2024
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474 - The Fundamentals of Customer Engagement Featuring Spencer Burke Tue, 26 Mar 2024
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473 - Using AI Responsibly to Enhance the Customer Experience Featuring Joe Tyrrell Tue, 19 Mar 2024
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472 - Rocking Customer Experience Featuring Jim Serger Tue, 12 Mar 2024
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471 - A Company Culture of Good Featuring Chad Jensen Tue, 05 Mar 2024
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470 - Big Bets and Bold Leadership Featuring John Rossman Tue, 27 Feb 2024
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469 - How to SEDUCE Your Customers Featuring John Boccuzzi Jr. Tue, 20 Feb 2024
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468 - The Human Touch in a Tech-Driven World with Venk Korla Thu, 15 Feb 2024
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467 - Reimagining Customer Loyalty Programs Featuring Zsuzsa Kecsmar Tue, 06 Feb 2024
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466 - Improving Customer Experience from the Backroom to the Frontlines Featuring Michael Hinshaw Tue, 30 Jan 2024
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465 - Future-Proofing Customer Service with Artificial Intelligence Featuring Anuj Bhalla Tue, 23 Jan 2024
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464 - How to Take Your Employees from Competent to Elite Featuring Art Turock Tue, 16 Jan 2024
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463 - How AI Will Transform Customer Support Featuring Boaz Hecht Tue, 09 Jan 2024
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462 - How to Create Amazing Customer Experiences in 2024 Featuring Shep Hyken Tue, 02 Jan 2024
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461 - How to Know What Your Customers Want Featuring Akin Arikan Tue, 26 Dec 2023
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460 - Empowering Employees to Create Customer Moments That Matter Featuring David Diestel Tue, 19 Dec 2023
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459 - Tips on Creating a Customer-Centric Culture Featuring Steven Van Belleghem Tue, 12 Dec 2023
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458 - How Any Business Can Adopt a Hospitality Mentality Featuring Josh Liebman Tue, 05 Dec 2023
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457 - How a Simple Search Bar Creates a Better Customer Experience Featuring Chris Blaisure Tue, 28 Nov 2023
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456 - Balancing Automation and Personalization Featuring Nicole Kyle Tue, 21 Nov 2023
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455 - How Generative AI is Disrupting the Call Center World Featuring Richard Smullen Tue, 14 Nov 2023
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454 - Are Your Customers Happy Or Not? Featuring Miika Mäkitalo Tue, 07 Nov 2023
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453 - The “More Than Perfect” Business Model Featuring Paul Rutter Tue, 31 Oct 2023
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452 - The Transformational Economy Featuring Aransas Savas Tue, 24 Oct 2023
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451 - Cisco's Four Key Steps to Enhancing Customer Experience Featuring Andrew Carothers Tue, 17 Oct 2023
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450 - What is Conversational AI and How is It Changing Customer Support? Featuring Peter Mullen Tue, 10 Oct 2023
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449 - Turning Customer Support from a Cost Center into a Revenue Generator Featuring Alex Ross Tue, 03 Oct 2023
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448 - The Impact of Tipping and "Tipflation" on Customer Satisfaction Featuring Forrest Morgeson Tue, 26 Sep 2023
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447 - Boosting Customer Satisfaction with Quick and Consistent Responses Featuring Howard Moodycliffe Tue, 19 Sep 2023
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446 - Understanding the "Why" Behind Your Net Promoter Score (NPS) Featuring Jason Barro Tue, 12 Sep 2023
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445 - How to Redefine Leadership and Empower Employees Featuring Chris Mefford Tue, 05 Sep 2023
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444 - Hallmark Explains How Personalization Enhances Business Relationships and the Customer Experience Tue, 29 Aug 2023
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443 - Delivering a Customer Obsessed Service Experience Featuring Mark Ang Tue, 22 Aug 2023
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442 - Aligning Marketing and Training for a Consistent Customer Experience Featuring Barry LaBov Tue, 15 Aug 2023
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441 - Creating a Destination Employment Experience with Avaya's CEO Tue, 08 Aug 2023
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440 - The Role of Human Interaction in a Digital-First World Featuring Tom Martin Tue, 01 Aug 2023
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439 - Intuitive AI and Customer Experience (CX) Featuring Anand Janefalkar Tue, 25 Jul 2023
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438 - Why Employee Experience (EX) is the New Customer Experience (CX) Featuring Philip Mandelbaum Tue, 18 Jul 2023
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437 - The CX Impact of A Subscription Model: Switching From Ownership to Usership Featuring Yann Toutant Tue, 11 Jul 2023
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436 - Simplicity Leads to Customer Loyalty Featuring Ricardo Saltz Gulko Tue, 04 Jul 2023
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435 - How to Never Lose an Employee Again Featuring Joey Coleman Tue, 27 Jun 2023
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434 - Customer-Centric Marketing Featuring Mich Hancock Tue, 20 Jun 2023
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433 - Creating Confidence Building Communication Featuring Justine Tavares Tue, 13 Jun 2023
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432 - Shifting to the Employee Experience (EX) Mindset Featuring Tiffani Bova Tue, 06 Jun 2023
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431 - Transactional VS Emotional Customer Loyalty Featuring Mark Ross-Smith Tue, 30 May 2023
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430 - AI is the Future of Customer Service and CX Featuring Mario Matulich Tue, 23 May 2023
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429 - Savannah Bananas Says Putting Customers First is a Game Changer Tue, 16 May 2023
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428 - Voice of the Customer-Driven Service Featuring Evan Klein Tue, 09 May 2023