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152. When Machines Become Customers – Navigating the New Normal (Repeat)
Manage episode 448455465 series 2907625
Reviving a top rated Doing CX Right episode as we've officially entered a new era where machines powered by AI act as customers. It's disrupting business models and transforming customer experience and commerce. Companies preparing now will capture trillions in revenue, while laggards will lose out. So, what does this mean for your business? What are the risks and opportunities, and what practical steps can you take to win in the age of machine customers? Listen to Stacy Sherman and Don Scheibenreif, analyst at Gartner Research, explain the intersection of CX and technology based on research and his book When Machines Become Customers: How Companies Can Compete in the Age of AI. Details: DoingCXRight.com
164 ตอน
Manage episode 448455465 series 2907625
Reviving a top rated Doing CX Right episode as we've officially entered a new era where machines powered by AI act as customers. It's disrupting business models and transforming customer experience and commerce. Companies preparing now will capture trillions in revenue, while laggards will lose out. So, what does this mean for your business? What are the risks and opportunities, and what practical steps can you take to win in the age of machine customers? Listen to Stacy Sherman and Don Scheibenreif, analyst at Gartner Research, explain the intersection of CX and technology based on research and his book When Machines Become Customers: How Companies Can Compete in the Age of AI. Details: DoingCXRight.com
164 ตอน
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1 160. Revolutionize Customer Service with AI: How to Make $1M Without Extra Hires | Eric Skeens 31:15
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1 158. Why Your Company Needs a Chief Design Officer (And What They Actually Do) | Mauro Porcini 35:03
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1 156. How to Design Effortless Customer Experience and Remove Roadblocks | Greg McKeown (Replay) 39:50
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1 155: Mastering Emotional Intelligence to Drive Team Performance & CX Excellence| Daniel Goleman (A past favorite) 34:09
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1 153. Earning Customer Loyalty, Not Just Sales, For Revenue Growth | Stacy Sherman + Fred Reichheld 15:42
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1 149. Maximize Customer Loyalty - 3 Strategies To Boost Employee Accountability | Stacy Sherman 10:37
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1 147. Accountability Over Excuses - How to Transform Your Business Culture for CX Success | Robert Hunt 30:15
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1 144. The Hidden Gem of CX Day and Customer Service Week: A Game-Changer for Business Success | Stacy Sherman 11:36
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1 142. Winning the Customer Service Game - Lessons From Wall Street and The Black Jack Table | Joel Block 29:43
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1 138. The Intersection of Brilliance and Resilience in Customer Service Excellence | Simon Bailey 27:41
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1 135. Curing the Healthcare Crisis: A Prescription for Better Patient Experiences | Sharon Weinstein 30:15
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1 133. The Ripple Effect: How Employee Experience Impacts Customer Loyalty & Referrals | Dan Goodman 28:42
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1 126. Generative AI Insights - Navigating the Future of Customer Service Experiences | Lior Arussy 31:26
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1 123. The Great Debate: Price Versus Customer Service in Securing Brand Loyalty | Jeremy Hyde 30:38
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1 122: Integrating Marketing & Customer Service: Content Strategies to Solidify Relationships | Bernie Borges 33:27
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1 119. How to Build a Company Culture that Empowers Workers for Optimal Performance | Daniel Goleman 34:09
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1 118. Lessons from Zappos - Elevating AI Integration for Next-Level Retail Customer Service | Alex Genov 29:30
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1 116. Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction with Bryan Adams 25:10
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1 115. The Analytics Edge - Transforming Customer Insights into Business Wins with Sean Albertson 30:05
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1 111. The Fred Factor Effect - Transforming CX from Ordinary to Exceptional with Mark Sanborn 35:46
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1 110. How Unconscious Biases Influence Your Customers’ Decision-Making Process with Sylvie Di Giusto 33:17
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1 107. How To Scale Modern Customer Service Experiences for Financial Gains with Andrew Carothers 29:49
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1 103. Designing Immersive Customer Experiences Based on Leading Brand Case Studies with Joe Wheeler 31:04
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1 102. Empathy at Scale: Building lasting customer and employee relationships with Natalie Petouhoff 32:57
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1 101. Enriching Customer Interactions: The Balance of Personalization and Data Privacy with Greg Kihlstrom 29:14
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1 95. How AI Is Transforming Communication & Customer Service with Microsoft Leader, Frank X Shaw 31:40
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1 94. Future-Proofing Your Business with Unstoppable CX Leadership and Innovation with Victoria Pelletier 31:29
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1 92. The Power of Deliberate Calm To Maximize Customer Service Performance with Jacqui Brassey 32:48
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1 91. From Vision to Reality - Building a Customer Service Culture the Right Way with Ron Kaufman 33:27
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1 90. The Zero-In Formula - Building A Customer-Centric Brand That People Crave with Dennis Geelen 30:35
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1 87. Building an Irresistible Brand: The Link Between Employee Engagement and Customer Service with Josh Bersin 32:55
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1 85. Doing Digital Transformation Right - The Merge of Humans and AI Bots with Marcell Vollmer 32:44
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1 83. The Competitive Edge - How Disruptive Start-Up Is Winning with Customer Experience featuring Zach Picon 31:33
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1 82. Unlock the Secrets of Starting a Thriving Customer-Centric Business or Side Hustle with Marcus Köhnlein 31:27
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1 81. The Future of Customer Service - How Generative AI is Changing the Game with Evan Kirstil 30:17
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1 80. The Path to Reinvention: Transforming Your Work and Life for Lasting Success with Joanne Lipman 30:21
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1 79. The Science Behind Happy Leadership and Improved Customer Service Experiences With Tia Graham 25:03
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1 74. Expert Insights on Improving Customer Experience in the Contact Center Industry with Peter Ryan 34:02
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1 72. "Stopping The Stupid" For Better Customer Experience Outcomes Over Outputs with Anthony Coppedge 31:29
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1 71. The Silver Lining in Regret - How to Turn a Negative Experience into a Positive Outcome | Daniel Pink 30:48
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1 61. Customer Experience Lessons From Best-In-Class Brands with Joseph Mitchelli Customer Experience Lessons From Best In Class Brands with Joseph Mitchelli 31:20
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1 60. Journey Mapping Techniques To Put Customers At The Center Of Your Business With Kerry Bodine 35:52
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1 59. Lessons From The Sports Industry to Level Up Your Game and Customer Service Performance with Alan Stein, Jr 30:56
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1 28. Influencing Desirable Customer Behaviors Through Experience Management with Howard Tiersky 32:09
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1 24. Predicting Customers Next Actions (buy, refer, leave) Beyond Traditional Surveys with Matt Dixon 34:19
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1 20. Building Trusting Customer and Employee Relationships For Long Term Success with Charles Green 41:46
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1 15. Doing Customer & Employee Experience Right In The Digital Age Featuring Steven van Belleghem 33:21
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1 39. Breaking Silos and Harnessing Data to Improve Customer Experiences with Celia Fleischaker 28:08
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1 38. Planning For Cryptocurrency & New Technology To Enhance Customer Service Experiences with Adrian Swinscoe 31:05
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1 11. How Attention Pays™ For Productivity, Accountability & Profitability Featuring Neen James 32:20
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1 6. Leveraging Social Media For Customer Service & Competitive Insights Featuring Madalyn Sklar 29:19
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1 4. How To Create a Frictionless Experience To Get and Keep Customers Loyal Featuring Adam Toporek 28:34
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