Summary In this conversation, Amas Tenumah and Martha discuss the evolving landscape of customer feedback, particularly focusing on surveys and the Net Promoter Score (NPS). They explore the effectiveness of consumer surveys, the original intent behind NPS, and how it has become a tool for benchmarking rather than genuine customer insight. Martha emphasizes the importance of understanding customer behavior and the need for companies to gather meaningful feedback rather than just chasing scores. They also touch on the devaluation of expertise in decision-making and the consequences of poor feedback practices. The conversation concludes with strategies for companies to improve their feedback gathering processes and ensure they are truly listening to their customers. Chapters 00:00 Introduction and Anticipation 01:28 Consumer Surveys: Worth the Effort? 07:03 The Evolution of Surveys and NPS 13:05 The Purpose of NPS: A Shift in Focus 17:26 Martha's Journey in Customer Experience Research 21:37 The Evolution of NPS and Its Challenges 28:19 Rethinking Customer Feedback Mechanisms 31:05 The Importance of Genuine Consumer Feedback 33:59 Valuing Expertise in Customer Experience 39:00 Strategies for Effective Feedback Gathering 44:40 Amas outro.mp4 Martha: https://www.linkedin.com/in/marthabrooke/

In this episode, Amas sits down with Vaishali to discuss the evolving world of Customer Experience (CX). The conversation kicks off with Amas asking Vaishali to define CX and explain its importance in a business landscape where companies are increasingly cutting back on their CX departments. Vaishali describes CX as a "fuss-free" process that focuses on creating positive emotional experiences for customers, emphasizing that a good CX strategy is essential for maintaining customer loyalty and satisfaction. The discussion then moves to the overlap between CX, marketing, and customer service. Vaishali uses a creative analogy, likening CX to the ingredients of a delicious burger, where each component (marketing, customer service, and CX design) plays a crucial role in creating a satisfying experience. Amas appreciates this unique perspective and prompts Vaishali to share real-world examples from her experience in the manufacturing industry, where understanding customer personas and journeys led to more effective website design and user experiences. Amas and Vaishali also touch on the challenges facing CX professionals today, such as the overuse and misunderstanding of the term "CX" and the overwhelming amount of technology and opinions in the field. Vaishali expresses optimism about the growing awareness and investment in CX but also acknowledges the challenges of differentiating valuable insights from the noise. The episode wraps up with a discussion about the future of CX, the role of AI as a "co-pilot" in enhancing customer experiences, and the importance of maintaining balance across all business functions. Both Amas and Vaishali share personal anecdotes and thoughts on life, leaving listeners with reflective quotes and a reminder to make the most of every moment. Vaishali ends the show on a poignant note, urging listeners to find happiness in what they do, as life is unpredictable and precious. Amas thanks Vaishali for joining and invites listeners to connect with her on LinkedIn. **Key Takeaways:** - CX is about creating seamless, emotion-driven customer experiences. - Effective CX requires collaboration between marketing, customer service, and CX teams. - The future of CX is promising, with growing awareness and technological advancements. - AI is seen as a supportive tool in enhancing customer experiences, not a replacement for human empathy and creativity. - Balance and a holistic approach to CX, customer service, and marketing are crucial for business success. Vaishali: https://ae.linkedin.com/in/vaishalidialani

The podcast episode is a discussion between Amas and Jim, focusing on the future of customer service in the era of AI, particularly in call centers. Jim, who is associated with RingCentral, emphasizes that despite the growing integration of AI, human-based customer service is far from dead. AI, he argues, should be seen as a tool to augment and support human agents rather than replace them.

They discuss the role of AI in automating mundane tasks, such as call dispositioning and summarizing conversations, which can reduce agent burnout and allow them to focus on more complex and empathetic customer interactions. Jim highlights that while AI can handle straightforward tasks and improve efficiency, it lacks the human touch necessary for creating connections with customers.

Amas and Jim also talk about the importance of ensuring that AI and other technologies scale effectively, especially for smaller companies that want to offer personalized service but may lack extensive resources. They caution against over-reliance on automation, pointing out that it can lead to frustration for customers when different systems don’t communicate effectively, leading to repeated explanations and escalating emotions.

Finally, the conversation touches on how technology can improve the job quality for contact center employees by eliminating repetitive tasks and allowing them to focus on more engaging aspects of their work. Jim shares his vision for a future where AI enhances customer service without sacrificing the human element, ultimately creating a better experience for both customers and employees.

Jim Payne Linkedin: https://www.linkedin.com/in/jim-payne-2349b625