CX Tech Talks explores the transformative world of artificial intelligence in the customer service and customer experience domain. This series features exclusive discussions with industry leaders and innovators who are at the forefront of AI advancements.
Each episode explores the latest trends, challenges, and breakthroughs in AI, providing valuable insights and inspiration. Through in-depth interviews, experts share their experiences, strategies, and visions for the future of AI in customer service. Leaders also discuss their company’s current AI applications, offering unique perspectives on how AI is transforming their industry and their own customer journeys.
Join us for engaging conversations with visionaries and pioneers as they unveil the future of AI in customer service. Stay tuned for a closer look at how AI is transforming the customer experience landscape.
In this episode of CX Tech Talks, we sit down with Colleen Beers, former President of North America & Europe at Alorica, a global leader in customer experience management. With nearly 30 years of expertise, Colleen has played a pivotal role in driving strategic direction, leading high-performing teams, and shaping customer-centric operations. Her remarkable journey from starting as a frontline agent to becoming an industry leader offers a wealth of knowledge and inspiration.
Colleen shares her insights on the evolution of customer experience and the importance of empowering frontline teams to deliver exceptional service. From building a strong organizational culture to leveraging data-driven strategies, tune in to hear how Colleen’s leadership has transformed businesses and created lasting impact in the CX landscape.
In this episode of CX Tech Talks, we sit down with Jim Iyoob, Chief Customer Officer at Etech Global Services. A 34-year veteran of the call center and BPO industry, Jim has played a pivotal role in shaping strategies, driving business development, and leading operational excellence across Etech’s diverse offerings, including Etech Customer Engagement Solutions, Etech Insights, and Etech Technology Solutions (ETS).
In this episode of CX Tech Talks, we sit down with Deepan Vashi, EVP and Global Head of Health Plan Solutions at Firstsource. With a distinguished career at companies like Cognizant, Infosys, and Philips, Deepan brings deep expertise in IT and operations.
He shares how advanced technologies such as GenAI, Process Mining, Digital Twin, RPA, AI, IoT, and blockchain are revolutionizing health plans, driving efficiency, and enhancing customer experience. Tune in to hear his insights on the future of healthcare and the digital tools that are reshaping the industry.
In this episode of CX Tech Talks, we sit down with Mark Brody, the President and CEO of Brohawk Solutions, and President of the Austin Contact Center Alliance. As a seasoned industry leader and columnist for Contact Center Pipeline, Mark brings a wealth of knowledge and experience to our discussion.
Mark shares his unique insights into the evolving role of contact centers in shaping customer experience. With AI rapidly transforming customer service, he offers a unique perspective on its impact on customer experience. Watch the podcast for an enlightening conversation that delves into the future of AI in customer experience and the pivotal role contact centers play in delivering outstanding service.
In this episode of CX Tech Talks, we sit down with Kathleen Peterson, the Founder and Chief Vision Officer of PowerHouse Consulting. With a rich background as an acclaimed call center consultant and industry leader, Kathleen shares her unique insights into the critical role that call centers play in shaping the customer experience.
As AI continues to transform customer service, Kathleen offers a forward-looking perspective on the latest advancements and their impact on the industry. Join us for an inspiring conversation that uncovers the future of AI in customer experience and the essential role of call centers in delivering exceptional service.
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Zappix transforms the user journey during customer service interactions with an AI-Powered Digital Engagement Platform- engaging through Digital Outreach, deflecting inbound inquiries using Digital Self-service, and optimizing agents’ activities using Digital Agent Assist. The cloud-based platform enables workflow automation, rapid developments, and integration to back-end systems and provides an actionable Analytics Suite.