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

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Latest episodes

How Should We Use Digital and AI To Reduce Costs and Drive Efficiency?

March 28, 2024 · 16 min

On this episode, Amelia welcomes Omer Minkara, VP and Principal Analyst of Aberdeen Strategy & Research, for an in-depth exploration of Customer Experience (CX) influenced by AI and other technological advancements. Omer shares insights…
Driving Growth Through Exceptional Customer Experiences

March 14, 2024 · 23 min

On this episode, Amelia is joined by Dan Gingiss, Chief Experience Officer of The Experience Maker, LLC and Author of "The Experience Maker," to explore the transformative power of exceptional customer experience (CX) and the role of…
How Brands Can Leverage Outsourcing To Drive Customer Journey and Fund Their Digital Initiatives

February 29, 2024 · 15 min

On this episode, Amelia explores the intersection of outsourcing and digital transformation with Tom Luther, Director of Channel Partnerships at Outsource Consultants, LLC. They delve into how brands can leverage outsourcing to not only…
AI’s Impact on Agent Performance and Satisfaction

February 15, 2024 · 15 min

On this episode, Amelia welcomes Roy Atkinson, CEO and Principal Advisor of Clifton Butterfield, LLC, to discuss the transformative role of artificial intelligence in enhancing customer service and agent performance. Roy highlights how AI…
Balancing Efficiency With Empathy in Customer Experience

February 1, 2024 · 17 min

In this episode, Amelia welcomes Steven Van Belleghem, Co-Founder and Board Member of Nexxworks and Author of “A Diamond in the Rough.” They discuss the nuances of customer experience (CX) in the modern business landscape, discussing the…

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The Importance of Customer Feedback for Business Growth

January 18, 2024 · 23 min

On this episode, Amelia welcomes Rick Adams, Customer Success Management Mentor of ADAMS Success, Author, Trainer, Consultant and Business Owner at Practical CSM, and Business Consultant, Trainer and Coach at The Growth Consultancy. Rick…
How Do CX Leaders Accelerate Decision Velocity With AI?

January 4, 2024 · 22 min

On this episode, Amelia welcomes Robin Gareiss, CEO and Principal Analyst at Metrigy, to explore the crucial role of customer experience (CX) in organizational decision-making. Key Takeaways: - Increased prioritizing of customer…
Innovation in the Ever-Evolving Landscape of CX

December 14, 2023 · 12 min

On this episode, Amelia welcomes Dennis Wakabayashi, Customer Experience Consultant at Team Wakabayashi, International Innovation Advisor at Cemantica, and Digital Marketing Instructor at the University of Wisconsin-Madison. During this…
Generative AI: Empowering Employees and Managers To Be More Engaged

November 30, 2023 · 14 min

On this episode, Amelia welcomes Omer Minkara, Vice President and Principal Analyst of Aberdeen Strategy & Research. As a returning guest, Omer brings a wealth of knowledge, sharing cutting-edge research and insights into how generative AI…
Mastering the Customer Journey: From Experience to Advocacy

November 9, 2023 · 15 min

On this episode, Amelia welcomes Kristi Faltorusso, Chief Customer Officer of ClientSuccess. Kristi and Amelia discuss the following topics: - The differences and overlap between Customer Success and Customer Experience. - Kristi’s…
Unlocking the Transformative Power of AI in Customer Experience

October 26, 2023 · 18 min

On this episode, Amelia welcomes Jon Arnold, Principal at J Arnold & Associates. This is Jon’s fourth appearance on the show. During this conversation, Jon and Amelia discuss: - The transformative power of AI in customer experience…
The Correlation Between Customer Satisfaction and Profitability

October 5, 2023 · 17 min

On this episode, Amelia welcomes Jo Causon, CEO of Institute of Customer Service, an independent professional membership body for customer service, based in London, UK. During this conversation, Jo and Amelia discuss: - The important…

Full episode archive on Apple Podcasts →

About the show

Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect. Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.