GigCX Decoded

Balancing Generative AI with the need for humans in CX, with Kate Bradley Chernis

In this episode, we speak with Kate Bradley Chernis [https://www.linkedin.com/in/katebradley], founder and CEO of Lately.AI [https://www.lately.ai/], a lead-gen social selling platform that learns any brand or employee voice, takes all of their content, and turns it into targeted, effective social media posts. Kate is a former rock 'n' roll DJ and award-winning radio producer, engineer and voice talent with 25 years of national broadcast communications, brand-building, sales and marketing expertise. What she learned in radio about the neuroscience of music helps fuel Lately's artificial intelligence. In this interview, Kate shares insights on how businesses should integrate AI technology into the customer experience, including the challenges business leaders can expect to face. She also shares how businesses can balance the benefits of automation with the importance of maintaining a human touch in their customer interactions. Finally, Kate also gives her view on Generative AI, whether it’s ready to be used in CX, and where it falls short in terms of providing customer support.

Scaling customer success, with Jay Nathan

In this episode, we speak with Jay Nathan is the Executive Vice President and Chief Customer Officer at Higher Logic, an online community software platform that helps companies engage, retain, and grow their customers. He is also the co-founder of Gain Grow Retain, a community for Customer Success leaders to share their work, collaborate and grow their careers. Jay has over 20 years of experience in the software industry and has held leadership roles at prominent technology companies, such as Blackbaud and PeopleMatter. He’s also the author of a weekly newsletter and the co-host of the Gain Grow Retain podcast. In this interview, Jay speaks about the rise of the customer success discipline in the CX industry and how it differs from traditional customer support. He shares tips on what CX leaders can do to change the way they think about customer success so they can fully grasp what it is and how to implement it correctly in their organizations. Jay discusses the most important things CX leaders need to keep in mind when looking to scale customer success. Finally, Jay and Chris discuss how brand advocates (GigCX Experts) play a role in scaling customer success, and the massive benefits of using GigCX Experts bring to the customer, the brand, and the advocates themselves.

Finding the perfect fit for GigCX in the customer journey, with Sue Morris

In this episode, we speak with Sue Morris [https://www.linkedin.com/in/sue-morris-a5750715], Vice President of Users and Product Operations at Google. Sue has an illustrious career, spanning many organizations over many territories, including Vodafone, Microsoft, Github, and Google. In this interview, Sue dives into her CX career, shares how she views GigCX, and the approach she took to implement GigCX during her time at Microsoft and Github, and her efforts to bring it to Google as well. She also talks about the biggest challenges affecting the CX industry, and how GigCX is solving some of those challenges. Finally, she offers her time-tested advice for organizations looking to move all or part of the CX operations to a GigCX model.

Experience Management within a GigCX Model, with Aimee Lucas

In this episode of the GigCX Decoded podcast, we speak with Aimee Lucas [https://www.linkedin.com/in/aimeelucas/], Director of Client Experience at Moss Adams. Aimee has over two decades of experience improving service delivery and transforming customer experiences through employee engagement and customer-centric process improvement initiatives. She is an experienced global public speaker and trainer, and regularly writes on a variety of experience management topics on LinkedIn, CustomerThink [https://customerthink.com/], CXPA blog [https://www.cxpa.org/browse/blogs], and XM Institute blog [www.xminstitute.com/blog]. In this interview, Aimee shares what Experience Management is, how it differs from CX, and how organizations can leverage it to improve the overall customer experience. She also shares her view how how Experience Management fits into the GigCX model, and how companies can activate promoters to become active participants in the customer journey. She highlights several benefits of leveraging brand advocates in a GigCX model, including, gaining amazing learning opportunities from your most loyal customer advocates. Finally, she shares why it's important for companies to be thinking about how they can bring to brand advocates the information they need so they can demonstrate the right behaviors to create more customers like them. This includes helping them feel valued and important, preparing them appropriately to handle various customer service situations, and rewarding them fairly for the work they do.

Creating and sustaining a focus on customer experience, with Ian Golding

In this episode of the GigCX Decoded podcast, we speak with Ian Golding, CEO and Founder of Customer Experience Consultancy. Ian is a Certified Customer Experience Professional and Customer Experience Specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works – businesses like BT, Pfizer, Thomson Reuters and Cisco – for are as customer focused as possible He was recognized in 2021 as Customer Experience Magazine's Top CX Influencer. A founder and inaugural board member of the Customer Experience Professionals Association (CXPA), he is an Executive Director and Ambassador for The Customer Institute and the Director for The Chartered Institute of Marketing (CIM)'s course on customer experience management. In this interview, Ian shares what it means for an organization to be focused on the customer experience, and claims that most companies haven't truly changed their mindset from being product-focused to customer-focused. Ian talks about the difference between customer service and customer experience, claiming that service is just one element of the experience you deliver to customers, and that customer experience is the representation of everything a company does for customers. He also discusses the role of technology (including AI) in the customer experience, and how companies can leverage it in the right way to improve the customer experience. He shares how brand advocates can play a role in developing longer, deeper, human relationships with customers over time.