Why Do We Work in the Customer Experience Industry?

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(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 share why they decided to work in this industry. Short answer, they're consumers, like everyone else. They share their personal experiences and discuss the "buzzword bingo" that is so prevalent in the AI world right now.

Dos and Don'ts of Mobile Messaging (RCS, MMS & SMS for Business)

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

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

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...