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"Hold time" describes how long a customer waits on the phone, traditionally while listening to bossa nova or smooth jazz. Join this ongoing conversation about AI and CX. No holding back. No hold time.

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...

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What is a Virtual Agent?

(YouTube) - Today's topic is real-world use cases of conversational AI. The guys talk about their personal favorite experiences with AI in automation...

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Real-World Use Cases of Conversational AI

(YouTube) - Today's topic is real-world use cases of conversational AI. The guys talk about their personal favorite experiences with AI in automation...

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Customer Service and Agent Experience Trends to Watch in 2024

(YouTube) - Let's dive into trends. Recently, David attended a conference and was excited to share what he learned with Brian and Eric. When he was...

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Big Ideas for Generative AI in Customer Service

(YouTube) - In this episode, Brian, David and Eric talk about the "coldest topic in America," generative AI. You can't go to a business event - or...

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Should AI Sound Human? The Challenge of Natural Language and Human-Like Dialogue

(YouTube) - How can you make your automation technology sound more like a human? And if you can, should you do it? Brian, David and Eric talk all...

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AICX 101: Intro to Artificial Intelligence and Customer Experience

(YouTube) - Brian, David and Eric talk about why they've dedicated their lives to improving customer experiences, and they discuss how the newest...

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