In this brutally honest episode, Amas Tenumah sits down with Dan Mannion, CEO of Spark CX, to unpack one of the industry’s most embarrassing truths: most contact centers still have no idea why customers are contacting them.
They dive into:
Why decades of dashboards and speech analytics failed to deliver real insight.
How Spark CX is using generative AI to turn unstructured call data into actual understanding.
Why “automating empathy” is nonsense — and what AI can do right.
The hilarious (and horrifying) true stories of AI hallucinations in customer service, including one that ended with a 911 call.
What it really takes to build a startup from scratch in an industry addicted to inertia.
If you care about customer experience, leadership, or the future of AI in service — this one will both shock and inspire you.
🎙️ Hosted by Amas Tenumah — calling bullshit on corporate fairy tales and fighting for the humans on both sides of the headset.
Summary
In this conversation, Amas Tenumah and Imran Noormohamed explore the evolving landscape of consulting, customer experience, and the impact of AI on the industry. Imran shares his journey into consulting, emphasizing the importance of customer experience as the core of business success. They discuss the prevalent focus on AI in client conversations, the future role of consultants, and the need for introspection among clients regarding their strategies. The discussion also touches on the balance between human interaction and AI in customer service, highlighting both optimism and concerns about the direction of the industry.
Takeaways
Customer experience is the heart and soul of businesses.
AI is a prevalent topic in consulting conversations.
Consultants need to adapt to the changing landscape of technology.
Clients should ask what they are missing in their strategies.
The role of consulting may shift towards needing different skill sets.
Efficiency in consulting may lead to fewer consultants needed.
Human interaction remains crucial in customer service despite AI advancements.
Companies are beginning to recognize the potential of contact centers as revenue sources.
Cheaper solutions do not always equate to better service.
The future of consulting will require a balance between AI and human expertise.
Chapters
00:00 Introduction to Consulting Journey
02:15 Understanding Customer Experience
04:25 AI in Consulting: Current Trends
07:59 The Future of Consulting in 2025
11:31 Personal Insights and Impactful Purchases
13:34 Client Expectations and AI Integration
19:18 Optimism and Pessimism in Customer Experience
28:53 Amas outro.mp4
In this conversation, Amas Tenumah and Luke Jamieson explore the intricacies of Customer Experience (CX) and Employee Experience (EX). They discuss the evolution of CX, the importance of understanding customer needs, and the often-overlooked role of employee engagement in delivering exceptional service. The dialogue also touches on the perceptions of CFOs regarding CX, the rising expectations of customers, and the challenges faced by employees in contact centers. Ultimately, the conversation emphasizes the need for organizations to value both customers and employees to create a harmonious and effective service environment.
Luke Jamieson and Amas Tenumah explore the complexities of human capital in a capitalist society, the evolving nature of work with AI, the commercialization of conferences, and the balance between pessimism and optimism in the industry. They discuss the need for a more human-centric approach to work, the challenges faced in networking environments, and the importance of trust and authenticity in professional interactions.TakeawaysCX has evolved from creating ideal experiences to genuine care.Meeting customer needs is inherently challenging.Employee experience is crucial for effective customer service.CFOs often misunderstand the value of CX.Customer aggression is on the rise due to unmet expectations.Organizations must prioritize employee engagement.The CX industry is still in its infancy.Celebrating successes in CX fosters a positive environment.Customers want respect and connection in service interactions.Financial pressures are driving employee dissatisfaction. Humans should not be treated as assets in a capitalist society.AI can help redefine roles to focus on meaningful work.Conferences have become overly commercialized and less valuable.There is a need for an 'anti-conference' that prioritizes genuine learning.
Trust in the industry is becoming a commodity rather than a value.
Navigating social media can be challenging but rewarding.
Taking control of one's emotional responses can lead to optimism.The importance of authenticity in professional interactions is paramount.Networking should focus on genuine connections rather than sales pitches.The future of work is about finding balance and purpose.
Luke on linkedin: https://www.linkedin.com/in/luke-jamieson/
In this conversation, Amas Tenumah and Edward Murphy delve into the current state of customer experience (CX), exploring how customer expectations have evolved, the role of metrics, and the impact of AI on customer interactions. They discuss the importance of employee experience in delivering quality CX and the need for leadership to prioritize customer-centric strategies. The conversation emphasizes the significance of understanding the 'why' behind customer experiences and the necessity of integrating qualitative insights with quantitative data. Murphy shares his perspective on the future of CX, advocating for a balanced approach that values both technology and human interaction.Customer satisfaction metrics can be misleading averages.Benchmarking should focus on self-improvement rather than industry averages.Expectations of customers have lowered over time.AI can handle simple transactions but struggles with complex issues.The disconnect between marketing promises and actual customer experience is growing.Customer experience should be defined simply as how customers feel after an interaction.NPS and similar metrics can oversimplify the customer experience.Leadership must prioritize customer experience to drive change.Employee experience directly impacts customer experience.Technology should support, not replace, human interaction in customer service."Benchmark against yourselves, right?""It's always been about the human.""It's performative, right?""Your CFO has to be your best friend.""You can't just say smile.""CX is about mindsets and behaviors.""Technology is an enabler.
Ed: https://www.linkedin.com/in/edmurphy1/
In this conversation, Amas Tenumah and Laurel Poertner discuss the importance of knowledge management in customer support, focusing on the Knowledge Centered Service (KCS) methodology. They explore the challenges of knowledge sharing, the human experience in customer service, and the role of technology and AI in enhancing knowledge management. Laurel shares insights from her experience and emphasizes the need for a cultural shift towards knowledge sharing within organizations.TakeawaysKnowledge is essential for effective customer support.KCS captures knowledge during interactions to improve service.The human experience in customer support remains challenging.Knowledge gaps often lead to customer frustration.Technology can aid in knowledge management but requires human input.Sharing knowledge is a leadership challenge.KCS democratizes knowledge creation across all levels.Sufficient to solve emphasizes timely knowledge sharing.AI and knowledge management will complement each other.Continuous learning and adaptation are crucial in service industries.Chapters00:00 Introduction and Background02:58 The Human Experience in Customer Support06:07 Knowledge Gaps in Customer Service08:54 The Complexity of Knowledge Management12:01 Understanding Knowledge Centered Service (KCS)15:05 Democratization of Knowledge18:04 The Role of Technology in KCS20:57 Success Stories and Internal Impact of KCS24:07 The Future of Knowledge Management and AI Laurel: https://www.linkedin.com/in/laurelpoertner/
Takeaways
Leadership is an evolutionary process that requires continuous learning.
AI cannot replace human empathy and emotional intelligence in leadership.
Integrity is the foundational element of effective leadership.
Mentorship is crucial for personal and professional growth.
Effective communication is key in building strong teams, especially in remote settings.
Technology implementations often fail due to poor planning and data quality.
Leaders must listen to their teams to understand their needs and challenges.
The media and social media have contributed to a crisis of trust in leadership.
A positive workplace culture is essential for employee engagement and retention.
"Leaders are developed, not born."
"You have to listen to your team."
"Find a mentor if you don't have one."
JIm:https://www.linkedin.com/in/jimcarlough/
Summary
In this conversation, Amas Tenumah and Jeremy Hyde discuss the challenges and dynamics of the contact center industry, focusing on employee attrition, engagement, and the impact of customer behavior. They explore the importance of hiring strategies, employee empowerment, and the future of customer service in the age of AI. Jeremy shares insights from his experience at Sun Country Airlines and emphasizes the need for a supportive work environment and realistic policies to enhance employee satisfaction and retention.
Takeaways
Attrition rates in contact centers remain high, around 78%.
Employee engagement is crucial for reducing attrition.
Customer behavior has a significant impact on employee morale.
Hiring strategies should focus on candidates likely to stay long-term.
Empowering employees requires setting appropriate guardrails.
Policies should be reasonable and customer-centric.
Listening to frontline employees is essential for improvement.
The future of contact centers will involve AI, but human touch remains vital.
Creating a positive work environment is key to retention.
The contact center industry has potential for growth and improvement.
Chapters
00:00 Introduction and Personal Reflections
02:48 Understanding Attrition in Contact Centers
05:36 Challenges of Employee Engagement
08:18 Customer Behavior and Its Impact on Service
11:12 The Reality of Pay and Job Satisfaction
13:50 Hiring Strategies for Retention
16:34 Empowering Employees in Customer Service
19:24 Setting Effective Policies and Standards
22:04 Optimism for the Future of Contact Centers
Linkedin:https://www.linkedin.com/in/hydej/
Arguably the hottest architect in the Salesforce eco system joins the pod.
AI hype is constantly refreshed every few months.
Generative AI can assist in mundane tasks, freeing up time for creativity.
Salesforce's Agent Force is a significant advancement in AI integration.
AI's impact on jobs is complex; it can lead to job reductions but also transformation.
The future of CRM will heavily involve generative AI capabilities.
Businesses need to focus on foundational elements to effectively implement AI.
AI can help knowledge workers by generating initial drafts of content.
The importance of human-AI collaboration in creative processes is growing.
Understanding how to articulate problems is crucial in the AI era.
Personal journeys in tech can be non-traditional and still lead to success.
Chapters
00:00 Introduction and Peak AI Discussion
05:27 Salesforce and Generative AI Solutions
10:39 Personal Insights and Cognitive Extension
16:16 Future of CRM and AI Integration
23:17 Navigating the Messy Landscape of Generative AI
32:16 Personal and Professional Excitement in AI
39:39 Alan's Unconventional Journey to Tech Architect
Linkedin: https://www.linkedin.com/in/amann17/
Book referenced: Supersizing the mind by Andy Clark
Summary In this conversation, Amas Tenumah and Martha discuss the evolving landscape of customer feedback, particularly focusing on surveys and the Net Promoter Score (NPS). They explore the effectiveness of consumer surveys, the original intent behind NPS, and how it has become a tool for benchmarking rather than genuine customer insight. Martha emphasizes the importance of understanding customer behavior and the need for companies to gather meaningful feedback rather than just chasing scores. They also touch on the devaluation of expertise in decision-making and the consequences of poor feedback practices. The conversation concludes with strategies for companies to improve their feedback gathering processes and ensure they are truly listening to their customers. Chapters 00:00 Introduction and Anticipation 01:28 Consumer Surveys: Worth the Effort? 07:03 The Evolution of Surveys and NPS 13:05 The Purpose of NPS: A Shift in Focus 17:26 Martha's Journey in Customer Experience Research 21:37 The Evolution of NPS and Its Challenges 28:19 Rethinking Customer Feedback Mechanisms 31:05 The Importance of Genuine Consumer Feedback 33:59 Valuing Expertise in Customer Experience 39:00 Strategies for Effective Feedback Gathering 44:40 Amas outro.mp4 Martha: https://www.linkedin.com/in/marthabrooke/
In this episode, Amas sits down with Vaishali to discuss the evolving world of Customer Experience (CX). The conversation kicks off with Amas asking Vaishali to define CX and explain its importance in a business landscape where companies are increasingly cutting back on their CX departments. Vaishali describes CX as a "fuss-free" process that focuses on creating positive emotional experiences for customers, emphasizing that a good CX strategy is essential for maintaining customer loyalty and satisfaction. The discussion then moves to the overlap between CX, marketing, and customer service. Vaishali uses a creative analogy, likening CX to the ingredients of a delicious burger, where each component (marketing, customer service, and CX design) plays a crucial role in creating a satisfying experience. Amas appreciates this unique perspective and prompts Vaishali to share real-world examples from her experience in the manufacturing industry, where understanding customer personas and journeys led to more effective website design and user experiences. Amas and Vaishali also touch on the challenges facing CX professionals today, such as the overuse and misunderstanding of the term "CX" and the overwhelming amount of technology and opinions in the field. Vaishali expresses optimism about the growing awareness and investment in CX but also acknowledges the challenges of differentiating valuable insights from the noise. The episode wraps up with a discussion about the future of CX, the role of AI as a "co-pilot" in enhancing customer experiences, and the importance of maintaining balance across all business functions. Both Amas and Vaishali share personal anecdotes and thoughts on life, leaving listeners with reflective quotes and a reminder to make the most of every moment. Vaishali ends the show on a poignant note, urging listeners to find happiness in what they do, as life is unpredictable and precious. Amas thanks Vaishali for joining and invites listeners to connect with her on LinkedIn. **Key Takeaways:** - CX is about creating seamless, emotion-driven customer experiences. - Effective CX requires collaboration between marketing, customer service, and CX teams. - The future of CX is promising, with growing awareness and technological advancements. - AI is seen as a supportive tool in enhancing customer experiences, not a replacement for human empathy and creativity. - Balance and a holistic approach to CX, customer service, and marketing are crucial for business success. Vaishali: https://ae.linkedin.com/in/vaishalidialani
The podcast episode is a discussion between Amas and Jim, focusing on the future of customer service in the era of AI, particularly in call centers. Jim, who is associated with RingCentral, emphasizes that despite the growing integration of AI, human-based customer service is far from dead. AI, he argues, should be seen as a tool to augment and support human agents rather than replace them.
They discuss the role of AI in automating mundane tasks, such as call dispositioning and summarizing conversations, which can reduce agent burnout and allow them to focus on more complex and empathetic customer interactions. Jim highlights that while AI can handle straightforward tasks and improve efficiency, it lacks the human touch necessary for creating connections with customers.
Amas and Jim also talk about the importance of ensuring that AI and other technologies scale effectively, especially for smaller companies that want to offer personalized service but may lack extensive resources. They caution against over-reliance on automation, pointing out that it can lead to frustration for customers when different systems don’t communicate effectively, leading to repeated explanations and escalating emotions.
Finally, the conversation touches on how technology can improve the job quality for contact center employees by eliminating repetitive tasks and allowing them to focus on more engaging aspects of their work. Jim shares his vision for a future where AI enhances customer service without sacrificing the human element, ultimately creating a better experience for both customers and employees.
Jim Payne Linkedin: https://www.linkedin.com/in/jim-payne-2349b625
Here's a summary of the podcast: Title: It is time to end NPS w Rob Host: Amas Guest: Rob Key Topics Discussed: 1. The state of customer service and declining ACSI ratings 2. Problems with current customer feedback methods, particularly surveys 3. Issues with star ratings and their loss of meaning 4. The evolution of speech analytics in customer service 5. Challenges with implementing AI in customer service, focusing on chatbots 6. Better uses of AI for improving internal processes and agent experiences 7. The importance of focusing on internal customer service roles 8. Strategies for reducing contact center headcount by improving overall customer experience 9. Personal anecdotes about impactful purchases and brand experiences 10. The dual nature of AI as both a source of optimism and pessimism in the industry Main Takeaways: - Current survey methods are problematic and often ineffective for truly understanding customer experiences - AI has potential to greatly improve internal processes in customer service, but is often misused in customer-facing applications - Improving overall customer experience is more effective for reducing contact center needs than implementing deflection tactics - The future of AI in customer service presents both opportunities and challenges The conversation provides insights into the current state of customer service, critiques common practices, and discusses potential improvements and future trends in the industry.
Rob: https://www.linkedin.com/in/j-robert-dwyer/
In this episode, Amas welcomes Brian back to the show for yet another insightful discussion, jokingly suggesting they need a loyalty punch card for frequent guests. The conversation dives deep into the challenges and solutions in the contact center industry, particularly focusing on improving the employee experience. Brian explains that the key to enhancing this experience is to "get out of the way" and let humans be humans. This approach, called the "Meaningful Work Methodology," emphasizes reducing "grind"—the negative aspects of work caused primarily by management—and fostering meaningful work.
The methodology measures the intent to quit and highlights the impact of grind and meaningful work on employee turnover and customer satisfaction. The discussion reveals that reducing employee turnover by 25-50% and increasing customer satisfaction scores by 10-25% are achievable outcomes when this methodology is applied. However, the challenge lies in convincing executives to embrace this change, as they often prioritize cost-cutting and efficiency over employee and customer well-being.
The episode also touches on the broader issue of leadership in the contact center industry. Brian and Amas critique the industry's historical focus on cost-cutting and efficiency, often at the expense of genuine human interaction and customer satisfaction. They discuss the influence of the 2010 Harvard Business Review article "Stop Trying to Delight Your Customers," which shifted the industry's focus towards minimizing customer effort and away from creating meaningful, delightful experiences.
Brian introduces the "Four Horsemen of Leadership" concept, describing common pitfalls in leadership that hinder meaningful change. These include the Leadership Paradox (prioritizing profitability over people), the Leadership Conundrum (leaders often can't fix problems they've caused), the Leadership Challenge (lack of effective leadership in caring for employees and customers), and the Leadership Lemmings (executives following industry trends without question).
In summary, the episode offers a critical look at the contact center industry, highlighting the need for a shift in focus from efficiency and cost-cutting to meaningful work and human interaction. Brian and Amas stress that while the solution is simple, implementing it requires overcoming significant resistance from leadership entrenched in outdated practices. The episode ends on an optimistic note, suggesting that real change is possible if leaders are willing to embrace a more human-centric approach.
Resources mentioned: https://850c4f28-89ab-434f-9763-7c9c9834c939.filesusr.com/ugd/aa75d1_38b2598d44204d9cbaa1760586901b1d.pdf?index=true
In this episode, Amas and Brian dive into a compelling discussion about the state of the contact center industry and how it impacts both employees and customers. They reflect on their previous episodes' popularity, emphasizing the resonance of this topic with their audience. Amas expresses gratitude to listeners and encourages feedback via LinkedIn or email.
The conversation highlights the persistent challenges faced by contact center agents, likening their experience to a steak restaurant serving A1 sauce – a quick fix for a deeper problem. Brian elaborates on a transformative approach that goes beyond superficial solutions like pizza parties, advocating for addressing the actual grind of the job.
Brian explains that company profitability is driven by customer behavior, which is emotionally driven and influenced significantly by human interactions. Therefore, the meaningful work of agents is crucial. The core issue, he argues, is how agents are managed. Traditional punitive management styles contribute to employee dissatisfaction and high turnover rates.
Amas and Brian discuss the negative impact of current management practices on profitability and the overall customer experience. They explore a shift in mindset from managing to developing agents, fostering genuine human connections and reducing the grind. Brian shares insights from his research and real-world examples, illustrating how meaningful work methodologies can dramatically improve employee engagement and customer satisfaction.
The episode concludes with a call to action for organizations to embrace this human-centric approach, despite the resistance and challenges inherent in changing established practices. Amas and Brian emphasize the potential for revolutionary improvements in the contact center industry by allowing humans to be humans and fostering genuine interactions.
Resources:
Brian on linkedin: https://www.linkedin.com/in/briankearney-meaningfulwork/
Referenced in the episode: https://www.5thtalent.com/_files/ugd/aa75d1_82aa602649214861b72bbb3256ea5a69.pdf
### Podcast Episode Notes: "Enhancing Contact Center Work"
**Host:** Amas
**Guest:** Brian
**Episode Summary:**
In this insightful follow-up episode, Amas reconnects with Brian to delve deeper into the challenges faced by contact center agents and explore the profound impact of meaningful work on employee satisfaction and performance. Listeners are encouraged to listen to the previous episode for context on the ongoing discussion.
**Key Points Discussed:**
1. **The Real Problem with Contact Center Jobs:**
- Brian argues that the dissatisfaction among contact center agents isn't due to insufficient perks like pizza parties or salaries but rather the nature of the job itself.
2. **Widespread Industry Issues:**
- Billions have been invested in improving conditions through career and pay initiatives, yet these efforts have often missed the mark on addressing the core issues.
3. **The Three Types of Meaning in Work:**
- **Meaning from Work:** Benefits and compensation that extend outside of work hours.
- **Meaning at Work:** The company culture, social events, and mission.
- **Meaningful Work:** The intrinsic value and impact of the work performed, which is crucial for reducing turnover and boosting performance.
4. **Misguided Management Focus:**
- Management often resorts to quick fixes like increasing budgets for perks rather than addressing deeper systemic issues in job design and corporate culture.
5. **The Power of Meaningful Work:**
- Employees derive the most satisfaction from moments where they can significantly impact customers' lives, underscoring the importance of job design that empowers agents.
6. **Grind and Misalignment:**
- The term "grind" is used to describe the friction that occurs when company policies and customer needs do not align, placing agents in a challenging position that often leads to dissatisfaction.
7. **Management's Role in Meaningful Work:**
- The approach to management is pivotal; shifting focus from process-oriented to people-oriented strategies can enhance both employee satisfaction and customer service.
8. **Future Directions:**
- The conversation highlights the need for a paradigm shift in how contact centers are managed, emphasizing the importance of human-centric policies and practices.
**Closing Remarks:**
- Amas and Brian touch on personal anecdotes, sharing insights into purchases under $50 that have significantly impacted their lives, adding a personal touch to the discussion.
**Next Steps:**
- The next episode promises to explore actionable strategies ("the how") for creating meaningful work environments in contact centers, aiming to reduce grind and improve both employee and customer satisfaction.
**Listener Action Items:**
- Check out the previous episode for background on the discussion.
- Reflect on the nature of meaningful work within one's own job and consider ways to enhance it.
---
**Stay tuned for the next episode where Brian will delve into practical steps for fostering meaningful work in contact centers.**
### Podcast Summary: "Amas Talks - How the Call Center Agent Job Got So Bad"
#### Introduction
- **Host:** Amas
- **Guest:** Brian, an industry expert focused on improving the lives of call center agents and managers.
#### Key Points Discussed:
1. **Current State of Call Center Jobs:**
- Call center jobs have become increasingly difficult and less rewarding.
- The guest's report on the industry paints a grim picture, noting poor job satisfaction among agents.
2. **Historical Context:**
- Customer service has been evolving since ancient times, with the first recorded complaint dating back to 1750 BC.
- The industrial revolution led to the industrialization of various sectors, including customer service, which has negatively impacted the human aspect of the job.
3. **Industrialization of Customer Service:**
- The shift towards industrialization has prioritized efficiency, production, and profit over meaningful human interactions.
- This has resulted in dehumanized interactions, with agents treated as cogs in a machine rather than individuals providing valuable service.
4. **Impact on Agents and Customers:**
- Agents are often forced to choose between adhering to company policies and providing genuine customer service.
- This has led to high turnover rates and disengagement among agents, negatively impacting customer experiences.
5. **Customer and Agent Desires:**
- Both customers and agents prefer human interactions that feel personal and genuine.
- Customers appreciate when agents work collaboratively with them to resolve issues, while agents seek meaningful work where they can truly help customers.
6. **Challenges with Current Solutions:**
- Despite advancements in technology and tools, many agents still struggle with inadequate systems and high stress levels.
- Efforts to improve agent satisfaction, such as better tools and perks like pizza parties, have not significantly improved job satisfaction or performance.
7. **Future Outlook:**
- The guest expresses optimism about the potential for improvement in the industry.
- Emphasizes the need for a shift in focus towards enabling agents to be themselves and provide genuine service, which benefits both agents and customers.
#### Conclusion:
- Amas and Brian discuss the importance of humanizing customer service jobs and look forward to further conversations on how to solve the industry's challenges.
- The episode ends with a teaser for future discussions and a call to listeners to like, subscribe, and share the podcast.
### Closing:
- **Amas:** Encourages listeners to stay tuned for more insightful discussions on improving customer service and agent experiences.
- **Brian:** Expresses gratitude for the opportunity to share his insights and looks forward to continuing the conversation.
### Podcast Episode Notes: "Rethinking AI in Contact Centers"
**Host:** Amas
**Guest:** Brian
**Episode Summary:**
In this episode, Amas welcomes Brian, a veteran in the contact center industry, to discuss the evolving role of AI, particularly chatbots and voice assistants, in enhancing both customer and agent experiences. They delve into the practical applications and future potential of AI in streamlining operations and improving service delivery.
**Key Discussion Points:**
1. **Chatbots as AI Representatives:**
- Amas questions the effectiveness of chatbots as representatives of AI advancements, noting their limitations in customer interactions.
2. **Real-World Impact of AI:**
- Brian shares a success story where AI significantly reduced call volume pressures by handling routine inquiries, thus allowing human agents to focus on more complex customer needs.
3. **Agent Experience Enhancement:**
- Discussion on how AI can relieve agents from mundane tasks, potentially making their jobs more fulfilling by allowing them to handle more engaging and complex issues.
4. **Agent and AI Collaboration:**
- Exploration of how AI tools like voice assistants can assist agents in real-time during customer interactions by providing information prompts and automating routine processes.
5. **Challenges and Opportunities with AI:**
- Brian addresses common fears about AI replacing human jobs, emphasizing that AI is intended to fill gaps caused by staffing challenges, not replace human workers.
6. **Future of AI in Customer Service:**
- Discussion on the potential of AI to not only respond to customer needs but also proactively complete tasks, enhancing efficiency and customer satisfaction.
7. **Impactful Purchases Under $50:**
- Both hosts share personal anecdotes about small purchases that had a significant impact on their lives, providing a lighter, personal touch to the conversation.
**Closing Thoughts:**
- The episode concludes with a positive outlook on the transformative changes AI can bring to customer service, improving both the efficiency of operations and the quality of customer interactions.
**Action Items for Listeners:**
- Consider how AI can be integrated into your business processes to enhance efficiency and customer satisfaction.
- Reflect on how technology can be used responsibly to augment human work without replacing it.
---
**Tune in to learn more about leveraging AI in customer service and the evolving role of technology in enhancing business operations.**
- Stephanie, it is fantastic to see you. I am glad you finally made time for it. Welcome to the show. And congratulations on all your success with the show and your book and everything.
- Sludge is a term that's new to me that you introduced into my lexicon. Think about it as friction, as mental, psychological friction when you're trying to get something done. There is definite applicability across the board. The ROI numbers are just staggering.
- I think NPS has gotten to its spoil by date. It's not the be all to end all. It always needs to be pulled together with a variety of metrics. But it's something that people understand. People will move on, and we will. Keep evolving and trying our best.
- An apple airtag. What is a purchase under $50 that had an impact on your life positively or negatively? For a technologist, it is probably top of my list. What about you? Would you say the neti pot?
- This question, how the employee experience and customer experience are linked. Think about the best companies when it comes to customer experience. How do they get meaning out of their jobs? By being focused on the customer.
- Amas: What fun or curious thing did you learn this week? I was discussing social media with a colleague. She taught me the difference between an Internet troll, a detractor, and sea lioning. Amos: This has been fascinating. I cannot wait for all of you to listen to our conversation.
https://www.linkedin.com/in/stephaniethum/
- Carrie, we've been trying to do this for a while. How are you? I'm doing well. It's good to see you again as well. Awesome. - Today, Jarrett looks at a purchase that changed your life in a positive way. What is that one purchase to you that was quite impactful? For me, it'll be the Alexa dot. At a smart oven. - Bob Greene: AI has the potential to make work easier, maybe take on some tasks. He says future of work are AI empowered enterprises. But there's still that human centered workforce, he says. Greene: It's the people side that might be limiting progress. - I have a few more questions for you. Let's talk a little bit about bias one more time. As someone who is at the epicenter of this, how do you help make that better? We've got to be willing to change the systems. - AI scientists use algorithms to explain things and have rationale behind decisions. But not all of human life is truly rational. Emotions and empathy are things that change behavior. We need to be careful of trying to rationalize with models. - Amas: We shouldn't take any of this progress for granted. As long as technology is there, we will change the world in this way. Carrie wants flying cars. That's what I want for the future. We hope you'll come back and see us again soon. https://www.linkedin.com/in/carriesteyer/
- Most contact centerings, customer service organizations have decided it is too inefficient, too expensive to get humans. The cheap and efficient way to scrub all the humanity out of them is to make them more bot like. Luke says the defaults may just very well be bots in the future. - Customer experience became a thing, I don't know, well over a decade ago now, and it became the zeitgeist. I think instead our efforts would have. Been best served on putting the attention. Where it was more needed. There is still this window of. Time, I think, for us to get organized about what the future is. - What should CX focus on if you were in charge as we look ahead? I just wish we go focus on where the action and the opportunity is not trying to do this. That will never happen in my lifetime. - One of the biggest problems with the concept of CX is to align a brand or a company's memory and expectation of a relationship with a customer. AI can also solve that problem of the lack of memory. And automation fixes that as well. - I like to ask people a purchase under $50 to change their life for the better or for the worse. Mine started many years ago with an Alexa. There's going to be a secondary level that builds upon llMs. There is not one to rule all. - My last question for you is, are. You still an optimist? Oh, absolutely. I'm still blissfully in love with humanity and the direction that we're. Awesome. Love you, brother. You're the best. http://linkedin.com/in/lucasanderson/