Brad Cleveland, speaker, author and consultant, joins us to share his insights on how great customer experience strategies are implemented.
Presented by Deepgram
Deepgram is a Speech Company whose goal is to have every voice heard and understood. We have revolutionized speech-to-text (STT) with an End-to-End Deep Learning platform. This AI architectural advantage means you don’t have to compromise on speed, accuracy, scalability, or cost to build the next big idea in voice. Our easy-to-use SDKs and APIs allow developers to quickly test and embed our STT solution into their voice products. For more information, visit:
Top CX trends
Brad Cleveland is an author, speaker, and consultant known globally for his expertise in customer strategy and management.
He joins us on VUX World to share his perspectives on the current customer experience challenges faced by enterprises and how AI technologies are lending a hand in helping.
00:00 Intro and Welcome to Deepgram
02:44 Introduction to Brad Cleveland
10:47 How to define customer experience
14:41 Talking about the importance of customer experience to companies
17:17 Call centres as the customer experience hub
20:17 Are contact centres reshaping their reputation?
23:30 How contact centres have evolved
29:04 NLP technologies
31:55 Skills needed for call centre agents
36:05 Changing the culture to value generation
43:30 Fixing root causes
47:08 Emerging contact centre trends
50:50 Advice on channel balance
55:05 5 customer access strategies and 10 pillars to CX
57:25 Where do we go from here?
1:00:40 Outro
Links
Contact Center Management on Fast Forward
Customer Experience Leadership
