CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers

74 Episodes

1. It’s time to rethink CX: Satisfying Customers at their Moment of Need

   Published: 4/11/2022
2. Why Do Many Knowledge Management Programs Fail?

   Published: 10/19/2021
3. Random Acts of Automation and Other Pitfalls on the Road to Digital Transformation

   Published: 10/12/2021
4. How to Relieve the Pain of Your Quality Program

   Published: 10/5/2021
5. Where Have All Your Agents Gone? Practical Tips for Optimizing Your Remote Workforce with Jill Blankenship, CEO of Frontline Group LLC

   Published: 9/28/2021
6. The Intersection of AI and RPA: Understanding the Ethical Implications of the New Digital Crossroads

   Published: 9/21/2021
7. Looking at Recent CX Changes through the Eyes of Contact Center Managers with Sheila McGee Smith, Founder, President and Principal Analyst, McGee-Smith Analytics

   Published: 8/3/2021
8. Contact Center Engagement Wins with Gamification with Paul Stockford, Founder, President and Chief Analyst, Saddletree Research

   Published: 7/27/2021
9. Moving Contact Center Technology to the Cloud featuring Art Schoeller, Vice President and Principal Analyst, Forrester Research

   Published: 7/16/2021
10. The Power of a Strong Robotics Process Automation (RPA) Center of Excellence (COE) with Molly Walker, Business Excellence Manger, PSCU, a Credit Union Servicing Organization

    Published: 7/14/2021
11. What Will the New Hybrid Workforce Look Like in Your Contact Center? Find out with Donna Fluss, President, DMG Consulting.

    Published: 7/7/2021
12. Empowering Agile Staffing Practices in Your Contact Center with Donna Fluss, President, DMG Consulting.

    Published: 6/30/2021
13. The True Digital Experience Everyone Expects, with Maribel Lopez Founder of Lopez Research

    Published: 6/24/2021
14. The State of Personalization on the Path to CX Leadership, with Omer Minkara, VP & Principal Analyst, Aberdeen

    Published: 6/11/2021