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Leadership, Mission & Purpose Behind the AI
(YouTube) - We've talked in the past about why we work in this business. We have the opportunity to turn a bad situation into a great experience for...
Ensure CX Technology Works Together
(YouTube) - Eric's internet went out. It happens. It's frustrating. But he was understanding. What made the situation worse was when the internet...
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Be More Helpful and Less Creepy with Customer Data
(YouTube) - Everyone has data, but not everyone knows what to do with it. In fact, it's only been in the past few years that companies have really...
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Supporting People in Crisis: Interview with Vibrant's Grant Riewe
(YouTube) - Usually, we love talking about new technology and how it can improve interactions with customers, patients, members and other...
Cheesemaking, Penny Whistles & Whale Conservation: Interview with Vibrant's Grant Riewe
(YouTube) - Grant Riewe is the chief technology officer of Vibrant Emotional Health, an organization that provides mental health resources to people...
Dos and Don'ts of Mobile Messaging (RCS, MMS & SMS for Business)
(YouTube) - With the show being called "No Hold Time," we talk a lot about the voice channel. But today, the guys dig into what may be the most...
Ethics of AI in Customer Service
(YouTube) - This one's a little heavy, but it's very important. Everyone is talking about what AI can do for their business, but it's just as crucial...
Don't Automate Everything: How to Use Intelligent Routing
(YouTube) - We talk a lot about automation as a way to cut costs and improves some aspects of the customer experience. But there are some...
The Customer Service Metrics You Should Be Using
(YouTube) - We talk a lot about how technology evolves and how customer experience stays the same, but many of these conversations begin with how we...
Why Do We Work in the Customer Experience Industry?
(YouTube) - Why do we work in the customer experience space? This is the question that spawned this podcast. In this one, Brian, David and Eric each...