Season 1 has come to an end, and what a journey it has been! On this final episode of the CXYZ podcast, we want to share with you some of our biggest insights and takeaways from this season of enlightening interviews with industry experts and thought leaders from all sorts of different industries.
Customer Experience is being given more importance across industries, and this is reflected in changing titles and responsibilities of CX leaders. Data analytics is also playing more of a role in solving customer problems, and this is a result of companies recognizing that customer experience is, and should be, a holistic function of the business. AI is another interesting topic that has resurfaced in our interview. It has huge potential to improve customer experiences and provide complementary services to human customer service, but we predict that AI probably won’t be stealing all your jobs anytime soon.
As we close out this year, we want to thank you for your continued support of our podcast. We’re thrilled to announce that we will be continuing with a second season of the CXYZ Podcast in 2018, so be on the lookout for that, as well as the CX Summit happening on April 12. Thank you once again for being wonderful listeners, and happy holidays!
[:26] What are some things that have happened in the past year? The CXYZ Podcast was created! How did it get its name?
[2:07] What were Bryce’s biggest takeaways from this year? There are lots of similarities between all the guests who have been on the show!
[3:43] Jaspar highlights the rise of the CX leader as more than just the customer service or call center manager. CX leaders are becoming more important to various industries, as companies recognize customer experience as being a holistic function of the business.
[4:42] Bryce still believes that there are more companies to which customer service is an afterthought, rather than a priority.
[6:35] There is a trend in changing titles to reflect the emphasis companies are placing on solving customer problems. There has also been more integration of data analytics teams with customer experience teams.
[8:17] Bryce highlights the episode with Charlie on sales and qualifying inbound leads to match them with the right product.
[9:05] There’s no one-size-fits-all strategy.
[11:13] Jaspar and Bryce discuss the rise of AI and how that will affect customer experiences. More than AI taking over human jobs in customer service, AI will ‘assist’ people in creating better customer experiences.
[16:29] Season 2 will be launching in early January, so be on the lookout for that! What can you expect from Season 2?
[18:20] Submit your questions, comments, and feedback via email – Jaspar and Bryce love hearing from you!
[19:59] What will Jaspar and Bryce be up to between now and the New Year? Holiday parties!
[20:53] Look out for the CX Summit on April 12, 2018!
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