AI Podcast

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  • AI Podcast

    Tune in to listen to Liliana Petrova and Justin Smith Ph.D. having a conversation about artificial intelligence on the AI podcast. In it they share their biggest fears and highest expectations from this new technology.

    Some of the questions they answer are:

    • How do you describe AI to someone not in the field?
    • What’s the greatest barrier to AI adoption – bad data?
    • Will humans have to work longer and harder or vice versa.

    AI will be as powerful as we let it be!

    Get the answers to these questions and expand your #CX skills by listening to Liliana’s session with Justin.

    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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    How a Personal Interaction builds Repeat Customers

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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    Organizational Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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