No Hold Time

Don't be afraid to share your "secret sauce." The way you raise up yourself, your organization, and everyone around you is through selfless giving. That's advice from our latest guest on #NoHoldTime, Kristi Faltorusso, who is the true definition of a customer experience (CX) expert. As chief customer officer at ClientSuccess, a platform devoted to improving customer experience for other organizations, Kristi is constantly creating better customer experience within her own organization, while also being a thought leader in the CX space. In this episode, Kristi explains why keeping ideas, tactics, and best practices to yourself actually hurts you in the long run. Kristi also talks about the state of AI and explains why AI-first organizations will have an advantage over organizations that try to "hack" AI into their products. Other topics include her journey from marketing to customer success, the evolving role of a CCO, how to build a customer success team, and how to empower women in leadership roles. For more content from Kristi and more resources about the topics discussed in this episode, go to Kristi Faltorusso's LinkedIn page and visit kristifaltorusso.com. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have something to say about this episode? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

Customers are at the forefront of everything we do, and we're constantly looking for ways to improve customer experiences with the latest technologies, including generative AI. In the newest episode of #NoHoldTime, our head of gen AI projects, Lauren Morris, joins the podcast to share her perspective on where gen AI works today and where it falls short. Lauren also touches on victim notification software, human-centered design practices, why working in the call center space is meaningful work, and what is now called "the AI imperative." Watch the full episode to hear the insights, and let us know in the comments if/how you use gen AI today.

In this episode of #NoHoldTime, we talk with Gina Gibson, co-founder of OpTech Solutions, CEO of Think Forward, and co-author of Revolutionizing Customer Experience. When enterprise-level executives face a CX challenge, Gina vets vendors and identifies the best solution for their business need. Watch/listen to learn about: - How business leaders really feel about AI - Running business simulations to see how everyday actions impact CX - Whether to build or buy AI - Why you should have "partners" instead of "customers" Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have something to say about this episode? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

Exceptional customer experience is vital for the finance industry. In our latest episode of No Hold Time, we sat down with industry leaders Todd Sale, SVP of CX operations at Corpay, and Lauren Edrington, SVP of customer care support at Bank OZK, to discuss the future of customer service in the financial sector. They shared insights on everything from why they attend industry events like Customer Contact Week, to the latest concerns about fraud, to the challenges and opportunities of using generative AI (including how gen AI emails have changed one woman's life). Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have something to say about this episode? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

In this new episode of No Hold Time, we welcome two guests responsible for improving access to the national crisis mental health network. Grant Riewe and Gordon Rubin, of Vibrant Emotional Health (administrator of the 988 Suicide & Crisis Lifeline), join the podcast to discuss an upcoming improvement to the 988 Suicide & Crisis Lifeline: geolocation. They also share what's on their minds for future enhancements, including improved language support and expansion to more communication channels. Vibrant, a Mosaicx customer, is responsible for answering millions of calls, texts, and chats from people seeking help. Over the past two years, access to the Lifeline has expanded thanks to the launch of the 3-digit 988 code, support for more communication channels, and the addition of more crisis centers across the United States.

Stacy Sherman, host of Doing CX Right, returns in this new episode of No Hold Time. Stacy is an award-winning author, speaker, and advisor, as well as a fractional CXO (chief experience officer). In her second appearance on the podcast, Stacy shares her process when a company hires her to revitalize their customer experience. Some of these steps include: - Identifying silos - Discovering cultural "heart" and "science" - Aligning goals and metrics Stacy then talks to Brian and David about job shadowing, the importance of investing in employee community, and the most important CX metric you should be tracking.

While attending Reuters Customer Service and Experience West in San Diego, Brian and David met up with Stacy Sherman, an award-winning keynote speaker, author, advisor, and host of the Doing CX Right podcast. From bonding over their love for pickleball and backgammon to Stacy's perspective on the true role of a CXO (chief experience officer) and gender equality in the workplace, this is an episode you don't want to miss. During the event, Stacy moderated two panels, one presentation, and hosted a Women in CX Breakfast. In this episode, she shares some insights from that breakfast, namely what one business issue women most want addressed this year. This is Part 1 of 2 with Stacy Sherman. We enjoyed learning about her personal life in this episode, but the next one is all business. Subscribe to No Hold Time so you don't miss it. To hear more from Stacy Sherman, visit doingcxright.com or find her LinkedIn Learning course, "Increase Customer Loyalty by Doing Agent Experience (AX) Right." Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have something to say about this episode? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

As interest in improving customer experience has grown, organizations have looked for out-of-the-box ways to orient their entire company toward this critical goal. That has led more and more businesses to hire a CXO, or chief experience officer. In this episode, Brian and David talk about the role of the CXO and why it may be better to call them the chief silo breaker. They share what a CXO does and why this role is crucial in getting everyone in the organization on the same page. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have something to say about this episode? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

Let's get this show on the road. Literally. For the first time, No Hold Time is getting out of Omaha. In this episode, Brian and David meet up in San Diego for an event focused on customer service and customer experience. Post-event conversations were the genesis for this podcast. Brian and David would meet up and talk about what they heard at recent events. So they decided they may as well record it and make a podcast. As of this recording, the event wasn't even over yet, so this is the freshest take on a CX event yet. So that's the topic they discussed. Why do we attend these events, and are they worth it? They guys talk about their schedule, what they learned, what they're looking forward to in the event's final days, and why it's worth taking time away from their work and families to be there. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have something to say about this episode? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

There was a time when it looked like the companies that offered the lowest price would win. Now, many customers would choose to pay more for a product if it meant they get a better experience, which is allowing startups and mom-and-pop shops to compete with larger, more established brands. In this episode, Brian, David and Eric talk about the different experiences customers get from startups, small-and-medium businesses and enterprise-level companies. While offering exceptional customer experiences is crucial for all three, differences in resources and expectations mean the experiences may not look the same. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have a good or bad experience to share? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

In recent times, there are few technologies that have been as hyped as generative AI. Everyone is interested in how it can maximize their workflows, improve customer experience, and cut costs. But while it can do all these things, you should keep a close eye on it. Lately, leaders in the space have been holding discussions about where to keep a human in the loop. Basically, they're questioning how to find the balance between AI-powered automation and human-powered oversight. In this episode, Mosaicx President Rebecca Jones joins the podcast again. She talks with Brian and David about keeping humans in the loop, where previous technology - like chatbots - fell short, and how generative AI can be used in sensitive industries like healthcare. Please like, subscribe, and comment about whether you'd trust AI with sensitive data, like financial and health information. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Let us know what you think. Visit mosaicx.com/podcast or find Mosaicx on LinkedIn to continue this conversation.

We've talked in the past about why we work in this business. We have the opportunity to turn a bad situation into a great experience for thousands of people every day. In that spirit, we asked Mosaicx President Rebecca Jones that same question. Rebecca has worked in the contact center and CX business for decades, originally working for years as a contact center agent. This wide-ranging interview begins by discussing her volunteering with the Molly Johnson Foundation and Families for Effective Autism Treatment of Louisville. She then talks about what she's seen in this space over the years and how that's affected her leadership style for a conversational AI brand. She also discusses mission and purpose in an organization, women in technology, how to cultivate your inner circle, and the prevalence of imposter syndrome. We'd love your feedback to guide future episodes. If something resonated with you, please comment to let us know. If you have ideas or would like to appear on the show, please message us at mosaicx.com/podcast. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

Eric's internet went out. It happens. It's frustrating. But he was understanding. What made the situation worse was when the internet company sent him a text days after it was restored asking if he was still experiencing an outage. That text showed that the company was out of touch with his service, and it merely reminded him that there was a problem multiple days earlier. Their technology ecosystem is disconnected. In this episode, Brian, David and Eric discuss how important it is to break technology siloes and ensure all your data and technology is helping build a unified, consistent customer experience.

Everyone has data, but not everyone knows what to do with it. In fact, it's only been in the past few years that companies have really figured out how to centralize all the data they had about their customers. This data tells you a lot about your customers. What they want to buy. When they want to talk to you. How they want to interact in different circumstances. However, customers are more protective of their data than ever. If they trust you enough to share their information, you have the responsibility to use that data to do what's best for them, not what's best for your business. In this episode, Brian, David and Eric describe what types of customer data are important and how you can use it the right way. Here's how you create experiences that make customers happy they shared their data. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

Usually, we love talking about new technology and how it can improve interactions with customers, patients, members and other stakeholders. But technology doesn't always provide the right solution in every situation. Vibrant Chief Technology Officer Grant Riewe joins the podcast in this episode to talk about just that. Vibrant offers a variety of services to help people through mental heath crises, including supporting the 988 Suicide & Crisis Lifeline. For such a critical service, Grant says he wants to connect these helpseekers with a trained, human counselor as fast as possible. But that doesn't mean technology can't support other parts of his business. This is a deep conversation about how we should design technology to interact with humans, as well as how to support people when they're at their lowest. If you or someone you know is struggling or in crisis, help is available. Call or text 988 or chat 988lifeline.org. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

Grant Riewe is the chief technology officer of Vibrant Emotional Health, an organization that provides mental health resources to people across the United States. And we'll get into his work at Vibrant in the next episode. In this one, he shares his interesting interests and stories from a life filled with music, baking and studying humpback whales in Southeast Alaska. This episode has something for everyone. Learn how to help save the whales or get tips on how to elevate a classic chocolate chip cookie. And subscribe to catch the next episode, which will be all about how Vibrant supports people in times of need. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. To contribute to the research and conservation of humpback whales in Southeast Alaska, please visit AlaskaWhaleFoundation.org.

With the show being called "No Hold Time," we talk a lot about the voice channel. But today, the guys dig into what may be the most popular method of person-to-person communication: texting. Texting has come a long way since the days of T9 (Thanks, David...SMH) and it's certainly nothing new for many customer service organizations. What IS new are modern customer preferences, the fear of scammers, developments in app notifications/adoption, and the ongoing transition to RCS. Even if you know everything there is to know about RCS, SMS, and MMS, you'll still LOL as these guys share their POV about business messaging IRL. BTW: Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

This one's a little heavy, but it's very important. Everyone is talking about what AI can do for their business, but it's just as crucial to consider how to use these new tools responsibly. They may not be ethics professors, but Brian, David and Eric do their best to share some considerations to ensure AI is used fairly, responsibly and for the good of everyone who interacts with your brand. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

We talk a lot about automation as a way to cut costs and improves some aspects of the customer experience. But there are some interactions that you can't (or rather, shouldn't) try to automate. In these cases, it's important to quickly route the customer to an agent who can solve their problem. Brian, David and Eric describe intelligent routing, offer examples of how it's used in contact centers, explain why not every customer gets the same treatment, and even dig into how intelligent routing applies to in-person experiences. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

We talk a lot about how technology evolves and how customer experience stays the same, but many of these conversations begin with how we measure outcomes for clients. In this episode, the guys get into the math of customer service metrics. How should you measure success of your contact center or IVA? Are there new metrics that shed light on your customers' experience? Or are traditional metrics still leading the way? Brian, David and Eric share how they measure success for their clients and share nuances on some of the metrics you're probably already using. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

Why do we work in the customer experience space? This is the question that spawned this podcast. In this one, Brian, David and Eric each share why they decided to work in this industry. Short answer, they're consumers, like everyone else. For the long answer, check out this episode and see if they're experiences sound familiar to you. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

It's a simple question but one we get a lot. Is it just voice? Just chat? Is it just a new term for IVR? In this episode, Brian, David and Eric describe virtual agents by first outlining the history of automation technology in the customer service space. Then they share why intelligent virtual agents (IVAs) are different than IVR or chatbots and talk about the experience these new tools create. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

Today's topic is real-world use cases of conversational AI. The guys talk about their personal favorite experiences with AI in automation and customer service. Then they share examples and stories from their own clients. This episode breaks away from theory and reveals how businesses are actually using conversational AI today. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

Let's dive into trends. Recently, David attended a conference and was excited to share what he learned with Brian and Eric. When he was done sharing, they told him, "old news." Many people try to get attention by sharing new "trends," but what's really new and what's just more of the same? Our hosts share what they believe is actually coming in 2024. Some trends include how AI will create better experiences for employees, the reality of omnichannel interactions, and whether AI will start replacing human agents in the next year. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

In this episode, Brian, David and Eric talk about the "coldest topic in America," generative AI. You can't go to a business event - or even an online forum - without hearing about gen AI. These guys talk about the history of what came before gen AI. Then they dive into ideas about how to use this revolutionary technology to improve your customer experience. It's not just for creating content. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

How can you make your automation technology sound more like a human? And if you can, should you do it? Brian, David and Eric talk all about natural language, including developments in generative AI, the evolution of IVR, and the concept of the "uncanny valley." Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

Brian, David and Eric talk about why they've dedicated their lives to improving customer experiences, and they discuss how the newest wave of AI is impacting their lives and careers. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.