Conversations That Matter, a podcast from Uniphore
by Dan Sanchez
Welcome to Conversations that Matter, a podcast from Uniphore. Here, we explore the latest customer experience trends, innovations, best practices and more with well-known thought leaders and industry experts. Tune in and join the conversation.
Episodes
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B2B EQ - Tim Harris - Conversations That Matter - Episode #48
Uniphore is excited to launch its newest podcast B2B EQ! Check out this episode to learn more about what you can expect on B2B EQ.
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2022 Best Of - Conversations That Matter - Episode #47
Joins us for a special episode of Conversations That Matter as we share a compilation of some of our most popular episodes from 2022.
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Creating A Frictionless Funnel - Todd Unger - Conversations That Matter - Episode #46
Joining us for a LinkedIn live episode of Conversations That Matter is Todd Unger, CXO and SVP Marketing and Member Experience at The American Medical Association.
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There’s No AI Without IA - Seth Earley - Conversations That Matter - Episode #45
Your chatbots are only as good as the information you give them, but how do you get the right data? On this episode of Conversations That Matter, we are joined by the Founder and CEO of Earley Information Science Seth Earley. Listen in as Seth answers hot topic questions on AI.
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CX Mailbag - Mike Aoki - Conversations That Matter - Episode #44
On this episode of Conversations That Matter, we talk with the President of Reflective Keynotes Inc Mike Aoki. Mike debunks a cx myth, and answers questions from the community.
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Successful CX Is Built On A Strong Employee Experience - Ivan Kotzev - Conversations That Matter - Episode #43
He's a CX savant who started as a call center agent and now finds himself as a Research Analyst at NelsonHall. Ivan Kotzev is the guest on this episode of Conversations That Matter.
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Customer Experience Should Be in Everyone's Title and Responsibility
Without employee experience, there can be no customer experience. VP of CX at Epicor, Chris Warticki is the guest on this week's episode of Conversations That Matter.
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Increasing Empathy In The Contact Center - Kevin Zyskowski - Conversations That Matter - Episode #39
Kevin Zyskowski, the Founder and CEO at CertainlyCX, joins the show to share his insights on the importance of negative feedback.
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CX Nightmares - Call Center Life - Conversations That Matter - Episode #41
Real agents. Real call centers. Real crimes. Horror stories sourced from the internet directly from call center agents.
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Developing Ex In Tandem With CX - Ben Motteram - Conversations That Matter - Episode #40
On this episode of Conversations That Matter, Ben Motteram, Principal of CXpert, joins the show. Ben shares his CX experience, and some ways companies can enhance their CX frameworks.
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CX Mail Bag - Jeremy Watkin - Conversations That Matter - Episode #38
On this episode, we open up the CX mailbag to answer some of our community's questions.
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Developing A Customer-Centric Company - Annette Franz - Conversations That Matter - Episode #37
Annette Franz, Author of the books "Customer Understanding" and "Built to Win" and CEO of CX Journey joins the podcast this week. Annette and Randy discuss CX myths, customer-centric culture, and more!
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Uniphore CX Day Live Stream - Shawn Nason & Jeannie Walters - Conversations That Matter - Episode #36
Live from the Uniphore Studios in sunny California, it’s the CX Day live stream! Join us for a round-table discussion of some of the issues, challenges, and myths in the CX field.
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Implementing AI In The Healthcare Industry - Neal Sample - Conversations That Matter - Episode #35
While AI has a plethora of opportunities in the healthcare industry, it is no miracle cure. When implemented correctly, AI and Automation can find invaluable insights that make measurable impacts on real lives.
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Supporting Your Agents With AI - Scott Baker - Conversations That Matter - Episode #34
This week’s guest has 13 years of experience designing, deploying, and managing enterprise software solutions. Scott Baker is a Senior Analyst at Opus Research. Scott joins host Randy Ksar at the Five9 CX Summit for an extended interview! Scott shares his insights on how call centers can best...
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The Myth Of AI In The Contact Center - Conversations That Matter - Episode #33
This week’s episode is a collection of live interviews from the Five9 CX Summit in Las Vegas! Randy chats with guests to ask them “What’s one myth about AI in the contact center you would like to debunk?”
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EI in Remote & Hybrid Work
Through a better understanding of emotional intelligence, better leaders are made. Understanding the needs of your coworkers, and being able to address them, fosters an environment of success.
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Success in Sales With Emotional Intelligence
Understanding your customers will allow you to connect with them in a way that will benefit your sales outcomes. The most effective way to do this is through emotional intelligence.
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Emotional Intelligence: An Introductory Guide
Human beings are driven by emotions. We are all affected by everything happening in our society today, making this a crucial time to invest in improving your emotional intelligence.
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Ep. 8 - A Sneak Peek at Uniphore Converse 2022
Uniphore Converse 2022 is right around the corner—March 1st to be exact.
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Ep. 7 - An Overview of Emotion AI
As of right now, machines do not have the capability to peer into a human’s soul and see what they’re truly feeling at any given moment. However, humans are always giving off signals, and machines could use these signals as a source of information to understand emotions.
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Ep. 6 - Understanding Non-Verbal Communication w/ Multimodal Understanding
In past episodes, we’ve talked about teaching machines to understand human language. But what about understanding other modes of communication like tone of voice or gestures?
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Ep. 5 - Natural Language Understanding: How Machines Comprehend Human Speech
A person can easily understand all the nuances of human language. It’s far harder, however, to teach a computer how to do it.
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Ep. 4 - An Overview of Conversational AI
You’ve probably heard quite a bit about AI out in the world. But do you know what conversational AI is?
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Ep. 3 - The What, Why & How of Conversational Automation
Conversational automation is a term that is often bandied about when talking about AI. So, you might be wondering, what exactly is conversational automation?
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Ep. 2 - The Future of AI with IDC AI Analyst Hayley Sutherland
Speech-to-text has improved a lot. It doesn’t mean that AI is the modern-day Skynet, seeking to steal all of our information or take over our world. This conversation was recorded in January 2021.
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Ep. 1 - Conversational AI: Teaching a Computer to Understand Human Language
The term “artificial intelligence” was coined way back in the 1950s by a group at Dartmouth that wanted to see if they could teach these new things called computers to do a lot of the smart things that people do. The lessons continue to this day.
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Ep. 13 - Uniphore & Jacada: A Revolution in Customer Experience
Conversational AI and automation capabilities are about to be brought together for the first time in our industry. This pairing marks the start of a revolution unlike any seen in the CX space.
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Ep. 12 - A CX Day Conversation w/ Subreina Thelwell
On CX Day, we celebrated these unsung CX professionals all over the world. We hosted a wide-ranging discussion about everything CX with Subreina Thelwell, Senior Customer Success Manager at Uniphore, and answered your burning questions about the function.
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Ep. 11 - Making WISE Experiences with Dan Gingiss
In this episode, we interview Dan Gingiss, Chief Experience Officer at The Experience Maker and author of The Experience Maker, about the four keys to creating experiences that customers want to talk about.
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Ep. 10 - Humanizing the Digital Experience with Dipu KV, Bajaj Allianz General
In this episode, we speak with Dipu KV, President & Head of Operations and Customer Service at Bajaj Allianz General, about how the focus in CX is on transitioning from digitizing the physical, to humanizing the digital.
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Ep. 9 - Improving After-Call Work with Automation
In this episode, host Randy Ksar interviewed Vijai Shankar, Vice President Product Marketing & GTM at Uniphore, about the role of automation in after-call work.
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Ep. 6 - Day in the Life of a Contact Center Leader w/ Eric Scipio Del Campo
Guest-host and contact center expert Mike Aoki talked with Eric Scipio del Campo, Vice President Canada Contact Centers at a leading financial institution in Canada, in the latest episode of Conversations That Matter.
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Ep. 8 - Promise, Action, Recovery: The Guaranteed Customer Experience
Jeff Toister, the author of the Guaranteed Customer Experience joins us on the podcast.
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Ep. 7 - Zooming In & Out at a Contact Center w/ Heather Arthur
Guest-host contact center expert Mike Aoki of Reflective Keynotes chatted with Heather to learn more about her day in the life. This is part 2 of a two-part series titled “Day in the life of a contact center leader”.
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Ep. 5 - The Importance of Mission-Driven CX
We chat with Nate Brown, the Chief Experience Officer at Officium Labs and discuss 4 steps to help your organization practice mission-driven CX.
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Ep. 4 - The Global Outlook for AI and Automation in the Enterprise w/ John Chambers & Andrea Ayers
What technology will have a bigger impact than the internet? Artificial Intelligence (AI). Since its inception, AI has proved that it is the future of automation, contact centers, and how companies do business with customers.
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Ep. 3 - The Future Leader w/ Jacob Morgan
What makes a good leader? Or a bad one? Learn more from leadership expert Jacob Morgan.
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Ep. 2 - COVID Reshapes Traditional Customer Service w/ Umesh Sachdev and Annie Weckesser
Acceptance of technology, customer confidence, and agent training are all clear themes in a new COVID-era report published by Uniphore.
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Ep. 1 - Contact Center Predictions for 2021 w/ Leslie O'Flahavan, Dan Miller, and Neal Topf
Contact centers have faced a tumultuous 2020 similar to most industries. What's in store for 2021? Find out in this episode.
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Ep. 8 - AI, Automation, and the Art of Being Human in the Insurance Industry
You have 70 million customers and 40 million subscribers around the world. One night, you get locked down. Just like that. What do you do? As a business, what steps do you take to keep your customers top of mind and your enterprise operating?
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Ep. 7 - Leading With Noble Purpose w/ Lisa McLeod
Leadership plays a vital part in any company. A leader's most important role is to steward the organization's purpose. And that purpose needs to be communicated and understood across the whole organization.
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Ep. 6 - Building the BPO of the Future w/ Mike Small and Umesh Sachdev
On this episode of ‘Conversations that Matter’, special guest host Umesh Sachdev, Co-Founder and CEO of Uniphore, chats with Mike Small, CEO of Sitel Americas.
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Ep. 5 - Humanizing the Customer Experience: Recipes for Customer Success (Part 2) w/ Shep Hyken
Customer service expert Shep Hyken joins us for part 2 of the conversation on customer experience and customer service best practices.
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Ep. 4 - Humanizing the Customer Experience: Recipes for Customer Success (Part 1) w/ Shep Hyken
What is customer experience? Is it a specific team within your company? Is it the contact center employees fielding calls from angry and disappointed customers?
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Ep. 3 - Customer Service- The Future of Work is Now w/ Rob Scott
Rob Scott from UC Today joins the podcast to discuss the future of the workplace, customer service trends and how contact centers are adapting.
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Ep. 2 - Technology or Humanity? Why Not Both? w/ Jeannie Walters
Do we place more emphasis on technology or humanity?
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Ep. 1 - Finding your Three Blocks Long w/ Jeanne Bliss
When you retire, will people line up to say goodbye to you?
About this show
Welcome to Conversations that Matter, a podcast from Uniphore. Here, we explore the latest customer experience trends, innovations, best practices and more with well-known thought leaders and industry experts. Tune in and join the conversation.
Hosted by
Dan Sanchez
Categories