Podcasts

CX Pulse by NICE

Every week our host Amelia Rose Earhart will talk with Customer Experience experts about what you need to be doing, to be at the top of your industry by providing the service that customers expect.

Hear about the latest trends and best practices, including practical steps you can take now to stay ahead, including innovative ways to better engage your contact center agents in your CX strategies.

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AI’s Impact on Agent Performance and Satisfaction

On this episode, Amelia welcomes Roy Atkinson, CEO and Principal Advisor of Clifton Butterfield, LLC, to discuss the transformative role of artificial intelligence in enhancing customer service and agent performance. Roy highlights how AI can address common service pain points, provide real-time agent coaching and support effective self-service.

Balancing Efficiency With Empathy in Customer Experience

In this episode, Amelia welcomes Steven Van Belleghem, Co-Founder and Board Member of Nexxworks and Author of “A Diamond in the Rough.” They discuss the nuances of customer experience (CX) in the modern business landscape, discussing the integration of technology and human elements in crafting exceptional customer interactions.

The Importance of Customer Feedback for Business Growth

On this episode, Amelia welcomes Rick Adams, Customer Success Management Mentor of ADAMS Success. Rick and Amelia talked about customer success management and how it can improve the customer experience.

How Do CX Leaders Accelerate Decision Velocity With AI?

On this episode, Amelia welcomes Robin Gareiss, CEO and Principal Analyst at Metrigy, to explore the crucial role of customer experience (CX) in organizational decision-making.

Innovation in the Ever-Evolving Landscape of CX

On this episode, Amelia welcomes Dennis Wakabayashi, Customer Experience Consultant at Team Wakabayashi, International Innovation Advisor at Cemantica, and Digital Marketing Instructor at the University of Wisconsin-Madison. During this conversation, Dennis and Amelia talked about the future of technology in CX, and how embracing the algorithms will enhance your program’s growth.

Generative AI: Empowering Employees and Managers To Be More Engaged

On this episode, Amelia welcomes Omer Minkara, Vice President and Principal Analyst of Aberdeen Strategy & Research. As a returning guest, Omer brings a wealth of knowledge, sharing cutting-edge research and insights into how generative AI is reshaping the landscape of customer service and business operations.

Mastering the Customer Journey: From Experience to Advocacy

On this episode, Amelia welcomes Customer Success Influencer Kristi Faltorusso, Chief Customer Officer at ClientSuccess and Founder of Keeping CS Simple.

Unlocking the Transformative Power of AI in Customer Experience

On this episode of the CX Pulse podcast, we’re joined for the fourth time by Jon Arnold, Principle at J Arnold and Associates, to discuss AI's pivotal role in driving digital transformation.

The Correlation Between Customer Satisfaction and Profitability

On this episode, Amelia welcomes Jo Causon, CEO of Institute of Customer Service, an independent professional membership body for customer service, based in London, UK to discuss the link between customer satisfaction and profitability.

Leveraging Digital Channels in Today’s Ever-Evolving Workspace

On this episode, Amelia welcomes Nancy Jamison, Senior Industry Director, ICT at Frost & Sullivan, a growth advisory and analytics firm that helps companies identify, plan and capture growth opportunities around the world.

Making CX Simple With a Structured Approach

On this episode, Amelia welcomes Ian Golding, CEO and Founder of Customer Experience Consultancy Ltd. During this conversation, Ian and Amelia talked about complete performance and what it means in the customer experience space.

WEM Innovations To Improve Agent Engagement

On this episode, Amelia welcomes back Oru Mohiuddin, Senior Research Manager at IDC, the premier global provider of market intelligence, advisory services and events for the information technology, telecommunications and consumer technology markets.

Increase Customer Engagement With Self-Service and Knowledge Management

On this episode, Amelia welcomes Keith Dawson, Vice President and Research Director in Customer Experience at Ventana Research. During this conversation, Keith and Amelia talked about the evolution of self-service and how it is trending toward a mix of automation and interactions with a human agent.

Key CX Areas Where Companies Should Be Investing

On this episode, Amelia welcomes Maribel Lopez, Founder and Principal Analyst at Lopez Research. This is Maribel’s third appearance on the show. During this conversation, Maribel and Amelia talked about the key areas she sees that CX companies should be investing their time and money in 2023.

Generating Empathy With AI in Contact Centers

On this episode of the CX Pulse podcast, Leslie O'Flahavan, Principal and Owner at E-WRITE and Instructor at LinkedIn Learning, joins to talk about the delicate balance between empathy and efficiency in contact centers, especially when it comes to AI.

It’s Time To Give Customers What They Deserve

On this episode, Amelia welcomes Craig Kennedy, Senior Director of Research at Aragon Research, Inc., an advisory firm that focuses on high-impact market research and advice to help businesses make better technology and strategy decisions.

How AI Accelerates Self-Service Success

Mila D'Antonio, Principal Analyst at Omdia, a technology research and advisory group, joins me on this episode of the CX Pulse podcast to talk about the ways businesses are overcoming CX challenges and using AI to accelerate their self-service success.

Voice of the Customer as a CX Engine

On this episode of the “CX Pulse” podcast, Nate Brown, Senior Director of CX at Arise and Co-Founder of CX Accelerator, joins to talk about some of the challenges faced by CX professionals today.

Detecting Fraud Through Agent Training and AI Tools

On this episode of the CX Pulse podcast, Amelia is joined for the third time by Jon Arnold, Principal at J Arnold and Associates, to talk about a topic that is an unfortunate reality for any call center operator: fraud.

Using Customer Science for Best CX Outcomes

Colin Shaw, Founder & CEO at Beyond Philosophy LLC, joins Amelia on this episode of the CX Pulse podcast to talk about how the merging of technology with behavioral science has transformed customer service into customer science.

Converging and Diverging: Customer Experience & Customer Success

On this episode, Amelia welcomes Irit Eizips, Chief Customer Officer and CEO at CSM Practice, a customer success consulting firm offering services to increase your net retention, improve your customer satisfaction, and grow your advocacy base.

Doing More With Less in the Contact Center

On this episode of the CX Pulse podcast, Sean Ilenrey, Vice President, Support at Dutchie, re-joins the show to talk about optimizing the contact center to do more with less while maintaining a high level of customer satisfaction.

Improving the Relevance of AI for CX

On this episode of the CX Pulse podcast, Dave Michels, Lead Analyst at TalkingPointz and UC Expert at UCStrategies, joins to talk about the relevance of AI in the contact center.

Reimagining Experience Ecosystems

On this episode, Amelia welcomes Shawn Nason, CEO, Founder and Chief Experience Officer at MOFI, a human-obsessed boutique design firm passionate about reimagining experience ecosystems.

The CX Leader as a Change Agent

On this episode of the CX Pulse podcast, Mark Slatin, Customer Experience Advisor and Consultant at Empowered CX, joins to talk about his background in sales management, creating value for the customer, and how he sees change management as a hidden role for today’s CX leaders.

The Powerful Combination of AI and Human Capability

On this episode of the CX Pulse podcast, Joseph Michelli, best-selling Author and CEO of The Michelli Experience, joins to talk about creating joyful and productive workplaces to drive customer and employee loyalty.

AI in the Contact Center

On this episode of the CX Pulse podcast, Jon Arnold, Principal at J Arnold & Associates, joins for his second appearance to talk about how AI is transforming call center operations.

The Science Behind Customer Behavior

On this episode, Amelia welcomes Zhecho Dobrev, Principal Consultant at Beyond Philosophy, Zhecho is a customer experience and behavior science consultant and trainer.

The Importance of Digital Empathy

On this episode Amelia welcomes Peter Dorrington, Co-Founder and Chief Strategy Officer at Anthrolytics, a company that combines behavioral and data science to determine what a customer will do next.

Satisfying The Customer's Need For Speed

On this episode, Amelia welcomes Jay Baer, Hall of Fame Keynote Speaker and Emcee on Marketing and CX and founder of Convince & Convert Consulting. Jay is also the author of six books focusing on CX.

The Intelligence Powering Smart Intelligent Virtual Assistant (IVA) with Beth Schultz of Metrigy

On this episode of the CX Pulse podcast, Beth Schultz, VP of Research & Principal Analyst at Metrigy, joins to talk about the industry trending toward intelligent virtual assistants (IVA).

The Future of CX Lies in Science

On this episode, Amelia welcomes Colin Shaw, Founder & CEO at Beyond Philosophy LLC and author of seven books on the subject of customer experience.

Renaissance of Contact Centers with Oru Mohiuddin at IDC

On this episode, Amelia welcomes Oru Mohiuddin, Senior Research Manager, Enterprise Communications and Collaboration at IDC, where she performs ambitious research projects resulting in leading-edge market intelligence reports.

Creating a Low-Effort Experience To Optimize Loyalty

On this episode of CX Pulse, Amelia welcomes Matt Dixon, Founding Partner of DCM Insights & Chief Product and Research Officer for the Austin-based AI venture at Tethr.

AI Machine Learning Fuels the Future

On this episode, Amelia is joined by Juanita Coley, CEO and Founder at Solid Rock Consulting, a contact center consulting company that focuses on the future of the industry with the increasing use of AI and Machine Learning.

Digital-Centric Approach to Agent Experience

On this episode, Amelia is joined by Jon Arnold, Principal at J. Arnold and Associates, who has spent more than 15 years in the technology space. He started his career in telephony during the transition to voice over internet protocol (VoIP) and is now a specialist in tech for call centers.

Helping Humans Be Heroes in the Age of Automation

On this episode of the CX Pulse podcast, Christopher Hodges, Principal at Hodges and Company and author of Noble Automation Now, talks about his expertise in intelligent automation, and how it can help leaders transform people into heroes.

The Ultimate Purpose of WFM

Workforce management is a critical component of any contact center operation. It is responsible for ensuring that the right number of agents are available to handle customer inquiries and managing schedule adherence, performance tracking, and capacity planning.

Bonus Episode: Key takeaways From Episode 18 with Our Host Emilia Rose Earhart

This last part of Amelia's favorite moments from the previous episodes features episode 18, where she tapped into the knowledge of Donna Fluss, Founder and President of DMG Consulting.

Bonus Episode: Key takeaways from past episodes with our host Emilia Rose Earhart

This episode is part one of the 3-part bonus episode where Amelia sourced some of her favorite moments and thought-provoking takeaways from the previous episodes. In Episode 21, Omer Minkara, VP and Principal Analyst at Aberdeen, talks about the Building Blocks to Boost Agent Retention & Performance.

Pushing boundaries with advanced automation technologies?

Digital transformation is top of mind for companies across industries as they seek to remain competitive in an increasingly digital era. For many, this means turning to automation to unlock new efficiencies and drive better customer experiences (CX).

Providing Proactive CX

In a highly competitive business environment, organizations must keep up with the ever-changing customer journey. To stay relevant, proactive CX has become a focus of attention.

Secrets of the Data Rich & Savvy

The "data rich and savvy" are rich and savvy, not in terms of the quantity of data but rather the insights that they're able to extract from the data. And as result, they're reducing costs, creating happier customers and growing revenue.

What's next for Conversational AI?

The recent advances in artificial intelligence (AI) have led to the development of conversational AI, which is responsible for powering chatbots and other similar technologies.

Journey Orchestration: How does it fit into a company's CX Strategy?

In today's world, consumer expectations evolve tremendously. Businesses go above and beyond to keep up with the challenge and create a memorable customer experience.

Successful Agents Yield Happy Happy Customer

It's been shown time and time again that happy agents lead to happy customers, and happy customers lead to increased loyalty and customer lifetime value.

AI in Action: Making it Real in Contact Centers

Artificial intelligence (AI) is often seen as the future of customer service. This shift is primarily driven by advancements in natural language processing and machine learning.

Increase Customer Loyalty with Customer Journey Mapping

Maps are essential for getting from point A to point B. They provide a visual representation of the route one needs to take as well as how to navigate along the way.

Make Chatbots Smart to Improve CX

Self-service is nothing new, but the ways in which data and technology are being used to power it are changing rapidly.

Building Blocks to Boost Agent Retention & Performance

Nowadays, the business world is buzzing with words like "great resignation" and "digital transformation".

What Should You Expect From an Attended RPA Solution

Robotics Process Automation (RPA) is changing the way businesses operate. It can work independently or alongside people to streamline business processes.

Should we educate agents on AI?

Artificial intelligence has been making waves in the contact center industry for a few years now, and for good reason.

Key Principles to Form a Customer Centric Organization

Culture is often seen as something that is intangible and hard to measure. However, it is one of the most important aspects of any organization.

Top Contact Center Investments in 2022

Contact center companies are always on the lookout for new and better ways to improve their customer service.

Consistent and predictable CX

Customers' purchasing habits, needs, and preferences evolve over time. One thing that will never change, however, is their need for support and service.

It’s Time to Rethink CX: Satisfying Your Customers at Their Moments of Need

As technology constantly evolves, it's no surprise that artificial intelligence (AI) is playing a larger role in customer experience.

Random Acts of Automation and Other Pitfalls on the Road to Digital Transformation

Learn about the latest in robotic process automation (RPA) and the value of a holistic approach to avoid random acts of automation that can impede your progress on your road to digital transformation.

The Intersection of AI and RPA: Understanding the Ethical Implications of the New Digital Crossroads

Have you assessed your AI risk? You might be surprised to discover the scope of your own vulnerability. Learn how ethics and best practices can prevent your RPA from propagating the wrong AI.

How to Relieve the Pain of Your Quality Program

Discover the source of your quality program’s pain and learn how to improve your contact center’s wellbeing by implementing a structured, standardized quality program and dedicated platform. #CX #contactcenter #Quality #NICEQA

Looking at Recent CX Changes through the Eyes of Contact Center Managers

Customer behavior and expectations digitally transformed during the pandemic. Learn what unique long-term implications will impact your contact center operations and CX priorities moving forward.

Why Do Many Knowledge Management Programs Fail?

Knowledge management programs can falter because companies see them as technology projects. Learn how curated content can fuel agent productivity and empower self-service resolution.

Where Have All Your Agents Gone? Practical Tips for Optimizing Your Remote Workforce

The pandemic has changed the way we work. If you are managing a hybrid workforce, you need to think of it as remote. Treating employees consistently no matter where they are is essential.

The State of Personalization on the Path to CX Leadership

Learn how personalization programs have changed over the past decade, and how modern CX leaders use personalization as a competitive advantage.

The Power of a Strong Robotics Process Automation (RPA) Center of Excellence (COE)

Discover how the RPA COE can help large, high-security organizations create consistencies, best practices, and economies of scale to maintain seamless operations—even in times of disruption.

Contact Center Engagement Wins with Gamification

With the increasingly remote contact center workforce, Paul Stockford talks about the latest applications of gamification to enhance agent engagement, connectivity, and job satisfaction.

What Will the New Hybrid Workforce Look Like in Your Contact Center?

The future of work is becoming more hybrid as offices are reopening. Learn how contact centers are effectively combining remote and onsite workforces to meet shifting agent and customer expectations.

Empowering Agile Staffing Practices in Your Contact Center

As the pandemic eases and the hybrid work model continues to evolve, hear how digitally powered agile staffing practices can transform your contact center’s onboarding, training, engagement—and CX.

The True Digital Experience Everyone Expects

Discover how Digital plays a key role in delivering exceptional customer experiences and the strongest competitive advantage a company can focus on.