Send us a text Summary: In this episode, we sit down with Jeff Janzen, VP of Strategic Growth & Partnerships at Laivly, to get past the keynote glitter and into the messy reality of AI in the contact center. Jeff traces Laivly’s evolution from an internal BPO tech team to a standalone platform and explains why the post-GPT era flipped the script from “Do we need AI?” to “Which AI actually works?” We dig into AI-washing, how to vet vendors, and why adoption—not algorithms—is the real bott...
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Send us a text Summary: In this episode, we sit down with Jeff Janzen, VP of Strategic Growth & Partnerships at Laivly, to get past the keynote glitter and into the messy reality of AI in the contact center. Jeff traces Laivly’s evolution from an internal BPO tech team to a standalone platform and explains why the post-GPT era flipped the script from “Do we need AI?” to “Which AI actually works?” We dig into AI-washing, how to vet vendors, and why adoption—not algorithms—is the real bott...
Importance of Leadership in Fostering Customer Centricity | Olga Potaptseva
The Global Xperience
32 minutes
1 year ago
Importance of Leadership in Fostering Customer Centricity | Olga Potaptseva
Send us a text Episode Summary: Join us in a thought-provoking conversation with Olga Potaptseva, a leading CX advisor, speaker, and founder of CX Panda, the first CX knowledge base. In this episode, we delve into the essence of customer centricity, its impact on customer experience, and the unique challenges and opportunities it presents in the African context. Olga shares her wealth of experience, insights into the African market, and stories that highlight the continent's dynamic approach ...
The Global Xperience
Send us a text Summary: In this episode, we sit down with Jeff Janzen, VP of Strategic Growth & Partnerships at Laivly, to get past the keynote glitter and into the messy reality of AI in the contact center. Jeff traces Laivly’s evolution from an internal BPO tech team to a standalone platform and explains why the post-GPT era flipped the script from “Do we need AI?” to “Which AI actually works?” We dig into AI-washing, how to vet vendors, and why adoption—not algorithms—is the real bott...
