The CX Files #22 - Leslie O'Flahavan

Your Knowledge Base is probably bloated. In this episode, we're fixing it.Learn in this video:- The "outta my cold dead hands" mentality that's killing your KB.- How an airline's 7-year-old volcano article explains all your CX problems.- 5 specific prompts you can give Generative AI to fix bad KB articles instantly.- How GenAI will actually save jobs for agents with high-empathy and expertise but lower writing skill.--- About Leslie ---Leslie O'Flahavan is the principal and owner of E-Write where she teaches people to write well for online readers. She has done trainings and consultation for organizations including Geico, SallieMae, National Institutes of Health. Over 750,000 people have taken one of her six LinkedIn learning courses.-----Give your customers AI self-service with 95% first response accuracy. Your team gets optimal results and gains time with VoC and knowledge based improvement that's done for you. Visit https://helpfeel.com/en-us to learn more. #CX #CXai #customerexperience #customersupport #customersuccess #podcast #businesspodcast #hashtagsarefun