Episode # 8: Talking BPO and IA with Simon Kriss. Australia's CX Guru

In this episode I chat with the highly respected Australian CX and contact centre analyst, strategic advisor, consultant and prolific author and podcaster, Simon Kriss. We first met well over 25 years ago and we chatted about how the contact centre industry has taken us both to many exotic (and no-so-exotic!) parts of the world. We spent quite a lot of time talking about Simon’s recently published book “The AI Empowered Customer Experience; a practical guide for CX practitioners – the possibilities and the risks.” The book is 100% up to date and current. It was written and produced in a record-breaking 4 weeks and published early in July 2023. It really is a very useful ‘How to Do Ai Handbook’. South African BPO Operators will also be interested to hear Simon’s take on how CX operational costs in Australia are rising significancy against the reality of shrinking corporate budgets. This could be good news for outsourcing CX/BPO to South Africa. (Perhaps we can convince Simon to come out to South Africa for a quick visit to share his industry knowledge and provide valuable guidelines to BPOs looking to Australia for new business?) About Simon Kriss Simon is the Chief Innovation Officer for the CX Innovation Institute and is based in Melbourne, Australia. Simon is a customer experience futurologist and thought leader who works with company boards and C-suite executives on transformation of customer experience. Simon’s career in CX spans over 30 years and across the globe, having managed operations in Australia, New Zealand, Hong Kong, China, India, Poland, Ireland, UK, Malaysia, Singapore, Pakistan, Philippines, Indonesia, Japan, Canada and USA. Simon holds a Masters in Viticulture and Wine Technology from the University of Melbourne, a Certificate of Disruptive Strategy from the Harvard Business School and is a Graduate of the Australian Institute of Company Directors. He is also a lifetime member of the Auscontact Association. You can connect with Simon at: www.linkedin.com/in/simonkriss About Simon’s Book In “The AI Empowered Customer Experience”, Simon Kriss masterfully demystifies the complex world of AI, translating jargon into accessible language for the lay reader. It’s a testament to Kriss’ ability to present dense material with an engaging style, building bridges between technological advancements and real-world applications. The book also stands out for its focus on both the potential and pitfalls of AI. A particular standout aspect is Kriss’ balanced portrayal of AI’s impact on jobs, presenting an objective view that debunks fear-inducing myths while emphasizing the importance of adaptability in this new AI-empowered landscape. “The AI Empowered Customer Experience” is a must-read for anyone interested in leveraging AI for their business. This guide will put you on the path to your first (or next) business-driven AI project with confidence, understanding and a few handy hints from the people creating this exciting technology. “The AI Empowered Customer Experience” by Simon Kriss is available on Amazon.com in both paperback and Kindle format.