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Summary:

In this episode, we sit down with Jeff Janzen, VP of Strategic Growth & Partnerships at Laivly, to get past the keynote glitter and into the messy reality of AI in the contact center. Jeff traces Laivly’s evolution from an internal BPO tech team to a standalone platform and explains why the post-GPT era flipped the script from “Do we need AI?” to “Which AI actually works?” We dig into AI-washing, how to vet vendors, and why adoption—not algorithms—is the real bottleneck. Jeff shares how Laivly’s desktop overlay (“Sidd”) avoids heavy integrations, speeds time-to-floor, and frees agents to focus on customers—lifting CSAT, FCR, and cutting handle time. We talk playbooks, leadership buy-in, training for tenure, and the danger of over-planning instead of launching and iterating. The conversation wraps with pragmatic advice on buying AI: get strategic, start small, and prioritize operationalization.

00:00 Why AI isn’t a hard sell anymore
01:13 Welcome & episode framing
02:31 Laivly origin: from BPO team to platform
05:39 The GPT moment & market shift
08:01 AI-washing and how to vet vendors
10:17 Many pilots, few wins—what’s going wrong
11:26 Implementation fears, security, and integration-light deployment
15:32 Adoption phases & top-down leadership buy-in
18:37 Do agents really benefit? Metrics and realities
22:27 Pilot results: AHT down, CSAT/FCR up; agent sentiment
23:23 “Sidd” gets personified: training anecdotes
24:15 Tuning for tenure: Sidd Studio & configurable guidance
27:03 Rapid-fire with Jeff (superpower, snacks, theme song)
29:26 What Laivly wants agents to feel
30:00 Buying AI: common mistakes (strategy vs. over-planning)
32:57 Start now, iterate: avoiding 12–18 month paralysis
34:04 Overlay advantage across mixed CRMs/CCaaS
35:58 Partnership notes & gratitude
36:04 Conclusion and key takeaways

Links:
LinkedIn: https://www.linkedin.com/in/jeffjanzen/
Website: https://www.laivly.com/

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Episode Summary:

In this episode, we interview Evan Siegel, who transitioned from a 16-year career in retail banking to eGain, where he leverages AI, machine learning, and knowledge management to enhance customer experiences. Discussing the challenges of outdated tools in contact centers and how modern knowledge management systems powered by generative AI can solve these issues. Evan emphasizes the importance of a single source of truth in knowledge management and shares insights on how AI can reduce costs and improve customer service across industries. We also delve into specific strategies for financial institutions and the benefits of implementing AI-driven customer service solutions. The conversation wraps up with a look at the Virtual Financial Coach, Evan's initiative at eGain to democratize financial advice. Tune in to discover the future of customer service and how technology can transform the industry.

00:53 Meet Evan: From Banking to AI
01:37 Challenges in Contact Centers
03:26 The Role of AI in Customer Service
05:46 AI's Impact on Cost Reduction
08:08 The Future of Contact Centers
10:28 Self-Service and Customer Preferences
12:34 Migrating Knowledge Bases in Financial Institutions
16:30 Risks and Solutions in AI Implementation
20:42 The Importance of Prompt Engineering
21:16 Analytics in AI and Customer Service
23:05 Getting Started with AI in Your Company
23:19 Generative AI Hype and Realistic Expectations
24:36 Strategic Implementation of Generative AI
26:05 Buy vs. Build: Making the Right Choice
28:40 The Journey of Virtual Financial Coaching
34:06 Rapid Fire Questions with Evan
36:34 Conclusion and Key Takeaways

Links:
LinkedIn: https://www.linkedin.com/in/evan-siegel-ab436845/
Website: https://www.egain.com/

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Episode Summary:

In this episode, we chat with Jon Arnold, founder of an independent tech analyst company and an expert in communications technologies, about the future of AI and its strategic impacts on the industry. Jon discusses the potential backlash against AI, the dominance of big tech players, and the importance of understanding business problems when choosing technology solutions. He also shares insights on the evolution of VoIP to unified communications (UC) and the exciting trends in UCaaS, including virtual assistants, knowledge management, and immersive collaboration. The episode wraps up with rapid-fire questions revealing Jon's personal interests and his cautious yet optimistic view on AI's role in the tech industry.

Key Highlights:

- Jon Arnold's Journey into Technology Analysis: Jon begins by elaborating on his unconventional journey into technology analysis and emphasizes the importance of timing and building expertise in emerging technologies.

- The Evolution of Unified Communications: The conversation covers the evolution and future trends of Unified Communications (UC), particularly the role of AI in enhancing UC's capabilities.

- Zoom's Competitive Edge and Innovations: Jon touches on Zoom's strategic moves to compete with tech giants like Microsoft and Google, highlighting their innovative approach.

- Choosing the Right Technology for Your Business: Jon offers advice on how businesses can navigate the crowded AI and UCaaS market, stressing the importance of focusing on problem-solving rather than just technology.

- AI, Privacy, and Security Concerns: The discussion also delves into significant privacy and security concerns associated with AI, the necessity of regulation, and the dominance of big tech companies.

- Rapid Fire Questions with Jon Arnold: Uncover some interesting titbits about Jon through our short segment.

- Jon Arnold's Unpopular Opinions on AI and Big Tech: Jon shares his cautionary views about AI and its potential backlash.

Links:

LinkedIn: https://www.linkedin.com/in/jarnoldassociates/

Website: https://www.jarnoldassociates.com/

Podcast: https://www.watchthisspace.tech/

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Episode Summary:

In this episode we sit down with Declan Ivory, VP of Customer Support at Intercom, and with extensive experience in leading customer support operations, Declan shares his expertise on integrating AI into customer service to create more meaningful and efficient customer interactions.

Key Highlights:

1. AI Co-Pilot, Agent, and Analyst: Understanding the roles and impact of these AI technologies in customer support.
2. Transforming Customer Support: How AI is changing the way support teams operate and the skills required.
3. Best Practices and Thought Leadership: Collaborating with customers to define best practices in the evolving AI landscape.
4. Human-AI Collaboration: Enhancing customer interactions by combining AI efficiency with human problem-solving skills.
5. The Future of Contact Centers: Predictions on how AI will reshape contact centers, including tiered support models and capacity planning.
6. Continuous Improvement: The importance of knowledge management and content creation in maximizing AI effectiveness.
7. Intercom's AI Vision: Insights into Intercom's AI-first approach and its commitment to innovation in customer support.

Extra Links:

• Connect with Declan Ivory
• Website: Intercom.com

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Episode Summary:
In this episode, we chat with Dan Gingiss, a customer experience expert and keynote speaker, about the pivotal role of social media in customer service. Dan shares his journey from corporate America to becoming a thought leader in customer experience, emphasizing the importance of engaging with customers on social media platforms. We delve into the value of creating memorable "wow" moments versus maintaining consistent service, and Dan provides actionable insights for brands to improve their customer interactions. Additionally, Dan shares some personal anecdotes, including his surprising stint as a singer at major league baseball games and his connection to famous 80s movies.

Key Highlights:

1. The Evolution of Social Media in Customer Service: Dan discusses how social media has transformed customer service by giving customers a powerful voice and brands a direct channel for engagement.
2. Importance of Omnichannel Approach: The need for brands to be present on various social media platforms like WhatsApp, Instagram, and Facebook Messenger to meet customers where they are.
3. Creating 'Wow' Moments: Balancing between consistently good service and delivering unexpected, memorable experiences that turn customers into advocates.
4. Fixing Pain Points: The significance of addressing common customer complaints and issues to improve overall satisfaction, as exemplified by Dan's experience at Discover.
5. Inspiration Beyond Industry: Encouraging brands to look outside their industry for innovative ideas to enhance their customer experience.
6. Personal Touch: Dan’s unique tactic of singing during his keynotes engages and surprises his audience, demonstrating the power of unexpected positive experiences.
7. South African Trivia: See how well Dan knows South Africa.

Extra links or connect with guests:

• Website: https://dangingiss.com/
• LinkedIn: https://www.linkedin.com/in/dangingiss/
• Instagram: https://www.instagram.com/dgingiss?igsh=cXZrbzJ6cWszbjZy

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Episode Summary:
Join us as we dive into the critical aspects of customer experience with David Avrin, a leading expert, speaker, and author of "Why Customers Leave (And How to Win Them Back)." David shares his journey from observing rigid organizational policies to becoming a customer experience advocate. In this episode, we discuss practical strategies to simplify business processes, the importance of leadership in driving customer-centric change, and how businesses can future-proof themselves by being ridiculously easy to do business with.

Key Highlights:

1. The transition from rigid policies to customer advocacy.
2. The power of using everyday examples to illustrate better business processes.
3. The necessity of CEO buy-in and leadership-driven initiatives to embed customer experience in the company’s DNA.
4. Simplifying processes for better customer engagement.
5. Importance of flexibility.
6. Aligning business operations with customer expectations and remaining competitive through continuous improvement.
7. Trivia and fun facts, Avrin participates in a South African trivia quiz and shares interesting facts about his birthplace.

Connect with David Avrin:

• Website: DavidAvrin.com
• LinkedIn: David Avrin
• Twitter: @DavidAvrin
• David Avrin's Book: "Why Customers Leave (And How to Win Them Back)"

Extra Links:

• Other Books by David Avrin: "Invisible Advantage"
• https://www.davidavrin.com/books

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Episode Summary:

Join us as we delve into the fascinating world of customer experience with renowned expert Joey Coleman. From unraveling the mysteries behind buyer's remorse to exploring the nuances of global customer service, this episode is packed with insights to transform your approach to customer interactions. Joey Coleman is a customer experience expert, speaker, and author of the bestselling books "Never Lose a Customer Again" and "Never Lose an Employee Again." With a wealth of experience spanning numerous industries and countries, Joey brings a unique perspective to the world of customer service and retention.

Key Highlights:

1. Understanding the science behind buyer's remorse and its impact on customer satisfaction.
2. Exploring memorable customer experiences across different countries and cultures.
3. Tips for businesses to address buyer's remorse and reaffirm customer decisions.
4. Joey's personal experiences and insights from traveling to 54 countries worldwide.
5. The importance of aligning customer service with brand philosophy and employee capabilities.

Connect with Joey Coleman:

• Website: JoeyColeman.com
• LinkedIn: Joey Coleman
• Twitter: @thejoeycoleman
• Joey Coleman's books: "Never Lose a Customer Again" and "Never Lose an Employee Again."

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Episode Summary: Join us in a thought-provoking conversation with Olga Potaptseva, a leading CX advisor, speaker, and founder of CX Panda, the first CX knowledge base. In this episode, we delve into the essence of customer centricity, its impact on customer experience, and the unique challenges and opportunities it presents in the African context. Olga shares her wealth of experience, insights into the African market, and stories that highlight the continent's dynamic approach to customer experience.

Key Highlights:

1. Introduction to Olga Potaptseva and CX Panda: Discover Olga's journey into customer experience and the creation of CX Panda.
2. Customer Experience vs. Customer Centricity: Understanding the difference and how they complement each other in business strategy.
3. The Role of Leadership in Fostering Customer Centricity: Insights on achieving company-wide customer centricity through leadership support.
4. CX in Africa - Insights and Trends: An exploration of customer experience trends in Africa, including digital transformation, financial inclusion, and the importance of localizing customer experiences.
5. The Power of Resilience and Adaptability in African CX: Learn how African businesses and consumers adapt to challenges, making the continent a hub of innovation and growth.
6. Supporting Small Businesses through Customer Experience: Discussion on how small businesses can compete by offering personalized customer experiences and the challenges of scaling customer centricity.
7. South African Trivia with Olga: A fun and educational trivia segment testing Olga's knowledge of South Africa.

Resources Mentioned:

• CX Panda - Olga's CX knowledge base platform

Connect with Olga:

· LinkedIn: https://www.linkedin.com/in/olga-potaptseva/

· Website: eucustomerconsultancy.com

· YouTube: https://www.youtube.com/@cxpanda