CX Files

著者： Mark Hillary and Peter Ryan
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  • CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
    (C) IT Decisions and Carnaby Content 2018-2024
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  • Graham Brown - Alorica - Using AI To Offer CX In Any Language

    Graham Brown - Alorica - Using AI To Offer CX In Any Language
    2024/09/26

    Graham Brown is the SVP EMEA Sales for Alorica. He is based at Leicester in the UK.

    In some parts of the world, like Europe, brands need to offer a customer experience in many different languages. For major languages this is not a problem. It's relatively easy to find French and English speakers, but some languages can be hard to support and often they are not even economic to support.

    What if you want to operate in Finland, but you can't support those customers in their local language? Do you expect every customer to use English?

    Graham has been working on simultaneous voice translation with Alorica. This allows an AI-powered translation system to sit between the customer and the agent.

    How well does it work and can we really just staff a contact center with English-speakers and let them support anyone from anywhere?

    Listen to this conversation between Graham and Peter Ryan to find out!

    https://www.linkedin.com/in/graham-brown-cx/

    https://www.alorica.com/
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    24 分
  • Stephen Loynd & Chris Gillen - How AI Has Redefined CX

    Stephen Loynd & Chris Gillen - How AI Has Redefined CX
    2024/09/19

    This week we have two guests rather than the usual one!

    Chris Gillen is the CEO of A Closer Look. He is based just outside Atlanta, Georgia. Stephen Loynd is the founder and Principal Analyst at TrendzOwl. He is based in Virginia, just across the Potomac from Washington DC.

    Both of these leading thinkers have spoken before at the CX Outsourcers conference about how AI is changing the CX industry. In this conversation, they join forces to talk to Mark Hillary about how the past couple of years has shaped expectations on what AI can do for CX companies and how this might be changing the traditional BPO business model. Is CX getting more tech focused?

    https://www.linkedin.com/in/stephenloynd/

    https://www.trendzowl.com/

    https://www.linkedin.com/in/chrisgillen/

    https://a-closer-look.com/contact-us/
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    37 分
  • Michael Clark - CXTT Consulting - The Tech That Makes CX Work

    Michael Clark - CXTT Consulting - The Tech That Makes CX Work
    2024/09/12

    Michael Clark is the founder of CXTT Consulting. He is based in Sydney, Australia. Michael has been recognised in 2023 in the Top 100 Contact Centre Influencers in APAC, and in 2022 as a Top 50 Small Business Leader.

    Peter Ryan called Michael to talk technology and the tech stack required to make modern CX processes work well. We all know that multiple types of technology have become important for CX executives but how important is it to understand this technology and what really matters?

    https://www.linkedin.com/in/mclarkcxtt/

    https://cxtt.com.au/
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    29 分

あらすじ・解説

CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
(C) IT Decisions and Carnaby Content 2018-2024
マネジメント 経済学
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