Passionate about #cx fascinated by #AI many years experience in #callcenter Bay Area lifer. Happy husband, proud dad. Music & comedy lover, local sports fan
Sunnyvale, CA
Joined January 2012
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Here we go!!! Partner panel at #NICESummit interesting to hear from @accenture @microsoft and Generation E. Good discussion on #AI and the scope of #CCaaS vs #CX
“AI represents a loss of control for our customers, I want to give them that control back” Thus sayeth Aaron Rice at the #NICESummit love the sentiment
All I can say is "delivery, ugh..."
In today's story, @Marketing_JR & @jmaxball discuss the issues coming from third party delivery, the lack of empathy, and the lack of customer support.
Hop on the #CXTherapy couch with us!
youtu.be/w4n20f6F2dc
#CX #customerexperience #delivery #support
How you can build #chatbots that would make Michelangelo proud. All it takes is a little #generativeAI and some #LLM. Now you are releasing the app instead of building from scratch.
forrester.com/blogs/building…
#conversationalAI
How can one person get a different answer than another on the same call at the same time on the same issue - @rodneyhassard and @MsSandraLJ experienced that first hand. A/B testing in production - not great. #CX #customerexperience
When two people call customer service at the same time, with an identical problem, what happens?
In today's story, @jmaxball shares a story that shows that luck plays a big part into your experience.
youtu.be/vluLtfN4duA
#CX #CXTherapy #customerexperience #customerservice
Thanks to @McGeeSmith for the pics and kind words - what a treat to present at #InteractionsInternational A chance to talk about #ChatGPT and how it impacts #CustomerService
Does anyone else feel like sentences are less special now that they only get 1 space of separation after the period? #poorsentances
No tags, friendly and not inappropriate. I hope as ChatGPT evolves it doesn't hold it against me that I asked this question. #ChatGPT @OpenAI #AI #GenerativeAI
My Peer and often co-conspirator at @forrester, @Fazio_Colleen published her first Wave! It's on #customerfeedback management. Read all about it!!! forrester.com/blogs/new-forr… #VoiceOfTheCustomer #CX #customerexperience
So many #scams are sloppy, obvious #phishing attempts etc. This week on @CxTherapy I tell @Marketing_JR about some letters that I got from the @Stateofcali2213 I dunno if they are scams! Perfect fodder for a trip to the #CX couch #customerexperience julienrio.com/landing/CX-The…
Had a great chat with @martinjohngill on the @forrester @CX_Cast. It takes a lot of #tech to deliver #CX, and we break it down.
Find us on:
iTunes: lnkd.in/dvTAbec
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#cx #cxleaders #customerexperience
Big debate at home - do we watch academy award winning "Women Talking" or the @BachelorNation favorite "The Women Tell All"
Thanks @NPR for supporting my personal #Bias. I remember going to school in the dark in 1974 when sunrise was after 8 AM - THAT was #stupid. I don't like year round standard time, would miss late summer nights, but year round daylight savings is a loser. npr.org/sections/health-shot…
This week's @CxTherapy. Poor Cedric Blum - his second trip to the couch and still getting #CustomerExperience abuse! Horrible sales experience, and he ends up with a lemon of a car. buff.ly/3rFWz5D #customerservice #CX
We get creeped out when companies know too much about us. On the other hand, we WANT the #contactcenter to know all about us to provide #personalized #customerservice, Here are my thoughts on what is good vs. creepy in @SmartCustServ. smartcustomerservice.com/Col…
