Month: April 2024

Artificial intelligence (AI) technology has revolutionized the way businesses interact with customers over the phone. With the ability to unlock more intelligence from phone calls, AI has greatly improved the overall customer experience. This is especially important in an age where customer satisfaction and loyalty are crucial for business…

Storytelling has become a powerful differentiator and critical tool in B2B marketing. In order to stand out in a digital world of noise, being able to connect with people is paramout. And the thing is, businesses are made up of people. The Business of Story Founder Park Howell has…

In today’s competitive B2B marketplace, it’s crucial for companies to innovate, differentiate, be customer-centric, and authentic in order to build a memorable brand that stands out from the crowd.

Today we’re going to talk about using customer-centric approaches combined with data-centric tools and processes to improve customer engagement and foster lasting customer satisfaction. To help me discuss this topic, …

Gregorio Uglioni, is joined by Barbara Van Duin, a seasoned service designer from Houten, the Netherlands. Barbara brings her expertise in transforming childcare experiences through innovative service design and customer journey mapping. Barbara’s…

The podcast interview with Eric Siegel provides valuable insights into the importance of tempering hype with concrete value when it comes to machine learning initiatives. Siegel highlights the need to focus on the actual business and organizational value that can be derived from machine learning applications rather than getting…

One of the key points discussed in the podcast interview is how artificial intelligence (AI) enhances empathy in customer service. Joe Tyrell, CEO of Medallia mentions that the smart response generated by AI was found to be far more empathetic than responses written by humans. This finding was both…

Pay transparency is a critical component of building trust within an organization. When employees feel that they are being treated fairly and equitably in terms of their compensation, it fosters a sense of trust and loyalty towards the company.

Anyone listening to this show has heard us talk quite a bit about AI’s impact on marketing and the customer experience. We’ve covered a pretty broad cross section of approaches, …

Journey management focuses on improving the customer experience by ensuring that customers have a seamless and consistent experience across all touchpoints with a brand. This includes both online and offline interactions, such as purchasing a product, returning an item, or seeking customer support. The goal of journey management is…