Turning on AI without foundations is like hiring 10,000 untrained agents | Sam Davison | Ep 44

Turning on AI without foundations is like hiring 10,000 untrained agents | Sam Davison | Ep 44

How do you build customer support operations that are ready for both today's customers and tomorrow's AI? Sam Davison from OPCX Solutions joins the podcast to discuss his journey from leading Sennheiser's global support operation to launching his own consultancy, sharing insights on omnichannel support, agent empowerment, knowledge management and why getting the foundations right is key to exceptional customer experience. Sam then shares two favourite customer experiences, highlighting an outstanding NHS care journey and why First Direct continue to set the standard for effortless customer service. To connect with Sam, head to LinkedIn – https://www.linkedin.com/in/sam-davison-opcx/ [https://www.linkedin.com/in/sam-davison-opcx/] To find out more about OPCX, head to - https://www.opcx.solutions/ [https://www.opcx.solutions/] For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk [https://www.holtcx.co.uk] or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/ [https://www.linkedin.com/in/chrisholt82/] Follow Holt CX Consultancy to learn more on: Contact Centre Consultancy Contact Center Consultancy Nice CXone technical guidance CXone demonstrations Gaining ROI from your Nice CXone investment Contact center strategy My Favourite CX podcast every fortnight Nice CXone specialist Contact center enablement Agent training Team Leader and Supervisor training Contact center optimization AI for CX optimisation Customer Experience consultancy Customer Experience optimization CXone optimization Nice incontact optimization Making the most from your CX technology investment Podcast host CXone training Nice CXone enablement RingCentral Contact Center Verizon Virtual Contact Center #nice #nicecxone #cxone #cxonempower #cx #incontact #customerexperience #incontact

Why AHT is the wrong metric and what to measure instead | Gerry Brown | Ep 43

Gerry Brown joins the podcast to discuss how the moments that matter are often when things go wrong, and why great service recovery can turn a negative experience into a lasting positive impression. Gerry shares his views on the importance of listening to customers, acting on feedback & ensuring organisations learn from service failures. To connect with Gerry, head to LinkedIn – https://www.linkedin.com/in/gerryhbrown/ [https://www.linkedin.com/in/gerryhbrown/] To find out more about The Customer Lifeguard head to - http://www.thecustomerlifeguard.co.uk/ [http://www.thecustomerlifeguard.co.uk/] To buy Gerry's book - https://www.amazon.co.uk/When-Customer-Wins-Nobody-Loses/dp/1985150131 [https://www.amazon.co.uk/When-Customer-Wins-Nobody-Loses/dp/1985150131] For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk [https://www.holtcx.co.uk] or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt8 [https://www.linkedin.com/in/chrisholt8]

How founders free themselves from every decision | Klaus Schwarzkopf | Ep 42

Klaus Schwarzkopf from Your Metamorphosis joins the podcast to discuss his views on identifying the activities that create the greatest business impact. Klaus then shares a favourite customer experience from a hotel stay in Dubai, where exceptional service, personal attention & removing effort created a memorable experience. To connect with Klaus, head to LinkedIn – https://www.linkedin.com/in/tamarabursztein/ [https://www.linkedin.com/in/tamarabursztein/] To buy Klaus's book The 80/20 Automation Blueprint, head to - https://klaus-schwarzkopf.com/en/book_8020_automation_blueprint [https://klaus-schwarzkopf.com/en/book_8020_automation_blueprint] For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk [https://www.holtcx.co.uk] or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/ [https://www.linkedin.com/in/chrisholt82/]

Is the best experience no experience? | Tamara Bursztein | Ep 41

How do you reduce customer effort whilst balancing regulation, operations & differing customer expectations across international markets? Tamara Burszein from SquareTrade joins the podcast live from UCX Manchester to talk about customer insight, behavioural analytics & creating lower effort experiences. Tamara then shares a favourite customer experience from moving apartments, where a seamless utility switching service proved that sometimes the best customer experience is no experience at all. To connect with Tamara, head to LinkedIn – https://www.linkedin.com/in/tamarabursztein/ [https://www.linkedin.com/in/tamarabursztein/] To find out more about SquareTrade head to - https://www.squaretrade.eu/ [https://www.squaretrade.eu/] For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk [https://www.holtcx.co.uk] or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/ [https://www.linkedin.com/in/chrisholt82/]

Why AI literacy comes before AI tools | Simon Hodgkinson | Ep 40

How do charities responsibly embrace AI whilst maintaining trust, ethics & human connection? Simon Hodgkinson, Head of AI at the British Red Cross, joins the podcast live from UCX Manchester to talk about the organisation’s AI journey, the importance of literacy over hype & how AI can be used to enhance rather than replace human interaction. Simon then shares a favourite customer experience from a hotel stay where a small, thoughtful gesture made a lasting impact & highlights the importance of empowering employees to delight customers. To connect with Simon, head to LinkedIn – https://www.linkedin.com/in/simonhodgkinson/ [https://www.linkedin.com/in/simonhodgkinson/] To find out more about the British Red Cross' work head to - https://www.redcross.org.uk/ [https://www.redcross.org.uk/] For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk [https://www.holtcx.co.uk] or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/ [https://www.linkedin.com/in/chrisholt82/] Follow Holt CX Consultancy to learn more on: Contact Centre Consultancy Contact Center Consultancy Nice CXone technical guidance CXone demonstrations Gaining ROI from your Nice CXone investment Contact center strategy My Favourite CX podcast every fortnight Nice CXone specialist Contact center enablement Agent training Team Leader and Supervisor training Contact center optimization AI for CX optimisation Customer Experience consultancy Customer Experience optimization CXone optimization Nice incontact optimization Making the most from your CX technology investment Podcast host CXone training Nice CXone enablement RingCentral Contact Center Verizon Virtual Contact Center #nice #nicecxone #cxone #cxonempower #cx #incontact #customerexperience #incontact